Harrowden Foods

Check-ins: on 7 Apr 2026 Gemma Holt reported a retailer review win and wanted customer service on the brain. On 5 May 2026 she said usage had nearly doubled, and on 12 May 2026 all forty seats were assigned with about a dozen customer service staff waiting.

Support: on 7 Apr 2026 a ticket on duplicate records in a retailer account was raised, and BG-Demo offered to deduplicate and re-sync. A 27 Apr 2026 export request and a 14 May 2026 multi-team dashboard question followed, both read as healthy adoption.

Commercial: on 14 May 2026 Lewis Kerr quoted two blocks of ten users at £4,000 each, £8,000 plus VAT. At the 2 Jun 2026 QBR Rajesh asked for proof of use and decided nothing.

Signed: Lewis quoted £4,405 plus VAT on 11 Jun 2026, and on 15 Jun 2026 Rajesh questioned the scope. He signed on 17 Jun 2026 after seeing usage figures; invoice INV-009-0003 followed on 18 Jun 2026, due 18 Jul 2026.

Incident: on 26 Jun 2026 a dashboard showed stale data after a nightly refresh failed on a source connector. Olivia Grant added logging and escalated; on 29 Jun 2026 the ticket was closed after Gemma confirmed the fix.

Open at the end: root cause review is not shown as finished. Customer service access, the planners and the renewal remain open; the calls give 5 Jan 2027 and the emails 4 Jan 2027.

Kickoff: On 5 Jan 2026 Amara Obi and Hamza Akhtar opened the eight-week Growth build with Gemma Holt. She was the only admin, and the order system connector was named the main build risk.

Invoice: Invoice INV-009-0002 for the Growth subscription, £50k net, was sent on 5 Jan 2026 and due 4 Feb 2026. The thread holds no customer reply.

Onboarding: Calls from 13 Jan 2026 to 25 Feb 2026 repeated a pattern. CRM and helpdesk loaded, while accounting and order lines waited on IT access, and no second admin was named.

Adoption: On 20 Jan 2026 Hamza noted only a handful of users against 40 licences, with account managers waiting for Gemma's go-ahead. On 11 Feb 2026 she asked that customer service stay off until she cleared it with her boss.

Value case: On 10 Feb 2026 Gemma said she was sold, but her boss would judge the 5 Jan 2027 renewal on numbers. No value case was written yet.

Service team: On 25 Feb 2026 a ticket onboarded eight customer service members. On 16 Mar 2026 Kelly Sharpe's training showed a dashboard replacing a Friday spreadsheet.

Support: On 27 Mar 2026 a ticket reported complaint counts differing from source systems because status updates were not syncing.

Open at the end: On 30 Mar 2026 Gemma asked what users past 40 would cost, and Amara was to prepare options. The second admin, the sync fix confirmation and the value case were still open.

Discovery: On 8 Oct 2025 Lewis Kerr held the discovery call with Gemma Holt and Rajesh Mistry. Rajesh was sceptical on cost per head and shelfware, and a 12 Dec 2025 decision target was set.

Demos: Hannah Lowe demoed on 27 Oct 2025 and 31 Oct 2025. Gemma was impressed, and Kelly Sharpe backed the purchase but does not control the money.

Price: Lewis quoted £62k for Growth throughout, as total deal value including implementation, exclusive of VAT, not an annual price. Rajesh asked on 8 Oct 2025 for a written breakdown.

Proposal: Lewis walked Gemma through the Growth proposal on 13 Nov 2025. No go-live date was committed, and the draft order form needed legal review.

Negotiation: On 28 Nov 2025 Rajesh said he would sign before 12 Dec 2025 if the revised paper had the split, usage reporting and helpdesk-first sequencing. Rajesh accepted renewal at list, and extra users would be co-termed.

Order form: Lewis sent it on 10 Dec 2025. Rajesh still wanted cost per head and proof of usage, and Amara Obi was to cover usage in onboarding.

After the order form: Rachel Dunmore sent invoice INV-009-0001 on 15 Dec 2025 for £12k net (£14k gross), due 14 Jan 2026. On 24 Dec 2025 Amara asked Gemma for kickoff dates.

Open at the end: The evidence does not show a signature, a PO number or payment. Kickoff was unscheduled and customer service attendance was not named.

Webinar invitation: on 8 Oct 2024 Sofia Marchetti invited Rajesh Mistry to an online BG-Demo webinar on Thursday 17 Oct 2024 for supply chain and commercial leaders. She said he could forward it to a team member and offered to cover any specific question sent beforehand.

Customer view: the thread holds no reply from Rajesh, so the evidence does not show his interest. The read notes this is the second webinar invitation to him in the record.

Assessment in the read: the email is a marketing touch with no commercial ask. It sees a possible route to wider users if a team member attends, and a risk that repeated invitations without a recorded reply point to low engagement from Rajesh.

Open at the end: nothing was recorded as open. The period holds no calls, tickets, price conversations or renewal activity, and the read lists no next steps.

This period holds one read, an email thread, and nothing else.

Invitation: on 25 Jun 2024 Nell Ashcombe invited Rajesh Mistry, or someone from his team, to an online BG-Demo webinar on Thursday 18 Jul 2024. It was tied to his teams' difficulty seeing retailer accounts, complaints and orders together, and showed the data in a single layer with no obligation.

Customer view: the thread has no reply from Rajesh. The evidence does not show whether he attended or was interested.

Weight: the read treats it as a marketing touch, not a commercial discussion. It judges the sentiment neutral and Rajesh a decision-maker.

Open at the end: the invitation was unanswered. The read notes his stated pain maps to B-Viz's single query layer, but no next steps were recorded.