Harrowden Foods / BB-Demo – Kickoff
Callcompleted
Harrowden Foods: documents · 2026-01-05 09:15
First kickoff with Gemma Holt on Growth. She wants account managers and customer service on one picture. Price stays as ordered, any priced add-on must be in writing, and the order system connector is the main build risk.
What was said
What this says
Current to 11 Oct 26First kickoff with Gemma Holt on Growth. She wants account managers and customer service on one picture. Price stays as ordered, any priced add-on must be in writing, and the order system connector is the main build risk.
What happened: Amara Obi and Hamza Akhtar met Gemma Holt to plan the eight-week build. Gemma said an account manager pulled everything on one supermarket in about ten minutes instead of half a day.
Customer view: Gemma wants account managers using it for every retailer review without chasing, and customer service on the same picture. She is braced for cost and said anything with a price needs to be in writing for whoever signs things off.
Commercial: Amara said about five people are active against forty users and adding customer service does not change the price. Connector add-ons only arise past the plan, which keeps an add-on conversation open later.
Watch: The order system is a big risk, and Snowflake access depends on a colleague in IT. Gemma is the only admin so far, and Amara pressed for a second.
Themes
Current to 9 Oct 26Theme
Kickoff and build plan
Importance
praise
Sentiment
positive
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Gemma Holt to name the IT contact and the order system expert.
- Hamza Akhtar to send the Snowflake access checklist after the call.
- Amara Obi to send the summary and a diary invite for the first review.
Risks
Current to 9 Oct 26- The order system connector may take longest and nobody on the customer side knows how it exports.
- Snowflake access depends on a named person in IT who was not yet identified.
- Gemma is the only admin until a second person is named.
Opportunities
Current to 9 Oct 26- Customer service could join account managers, using the remaining headroom in the forty users on Growth.
- Finance data for margin by retailer was parked for the first review and could become a later addition.
Transcript
Amara Obi NoneHello, Gemma, can you hear me okay?
Gemma Holt NoneHi Amara, yes, loud and clear. Sorry, my camera's being slow. There we go.- Amara Obi NoneLovely, I can see you. Good morning. Hamza's finishing something on another call so he'll join in a few minutes. How was your break?
- Gemma Holt NoneGood, thanks, quiet. First day back and the inbox is a swamp, but that's January for you. Can I tell you something before we start, actually? It's a nice one.
- Amara Obi NonePlease, go on.
- Gemma Holt NoneSo a few of us have had a first look at the brain already, and one of the account managers was prepping for a retailer review. She asked it for everything on that supermarket in one go. Orders, the complaints, the service-level stuff, all together. Normally that's half a day of her pulling spreadsheets side by side. She had it in about ten minutes. She came over to my desk practically waving her laptop.
- Amara Obi NoneThat's exactly the thing we're here for. And was she happy with what came back, or did she have to check it all line by line?
- Gemma Holt NoneShe checked a couple of numbers against the order system and they matched, so yes, happy. The account managers love it, honestly. They just want more of it.
Hamza Akhtar NoneSorry, sorry, I'm here. Morning both. Previous call overran.- Amara Obi NonePerfect timing. Gemma, this is Hamza Akhtar, our implementation consultant, he'll be running the build with you. Hamza, Gemma's been driving this at Harrowden from the start.
- Gemma Holt NoneHi Hamza. Nice to put a face to the name, I've seen it on a lot of emails.
- Hamza Akhtar NoneLikewise. I've read the notes from the sales process so I've got a feel for it, but I'd much rather hear it from you.
- Amara Obi NoneSo let me do this properly, because we've only really swapped emails so far. I'm Amara, I'm your customer success manager. Once the build is done, I'm the person who looks after how you're getting on: adoption, the reviews, and the renewal conversation a good way down the line. Lewis Kerr is still your contact for anything commercial. And I'll ask the question I always ask at the start: what does good look like for you this quarter?
- Gemma Holt NoneGood looks like the account managers using it for every retailer review without me nagging them. And customer service on it. At the moment customer service live in the helpdesk and the order system and they never see what the account managers see. So a retailer rings up about a late drop, and the account manager hears about it after the fact. Or not at all. I want both teams looking at the same picture.
- Amara Obi NoneRight. So commercial insights, the account managers, and customer service, in the same place. Who else should have access, beyond those?
- Gemma Holt NoneSales planners, maybe, later. Let's get customer service on first. Can we get customer service on? Soon, I mean. Is that a thing, or is that a different conversation?
- Amara Obi NoneHere's what the numbers say. You're on Growth, which is forty users, and about five people have been active in the last month. So there's a lot of room. Adding customer service doesn't change your price. You're on £50k a year under the order form and that already covers the forty.
- Gemma Holt NoneOh, good. I was braced for a number.
- Amara Obi NoneOnly if you go past forty users, or past the connectors in the plan. Then we'd talk about add-ons, and I'd tell you before you hit the ceiling, not after.
- Gemma Holt NoneWhat would it cost to add a few more connectors, just so I know? Not to buy. Just so I know the shape of it.
- Hamza Akhtar NoneLet's see what you actually need first. You might not need any. Can I walk through the plan and then we'll know?
- Gemma Holt NoneGo on. And just so you know, anything with a price on it I'd have to take to whoever signs things off here, so if it comes to it I'll need it in writing.
- Amara Obi NoneCompletely fair. I'd rather it was in writing anyway.
- Hamza Akhtar NoneSo the build runs for about eight weeks. Roughly four stages. The first week or so is access, and that's the Snowflake side. The brain runs inside your own Snowflake account, so someone on your side needs to be able to create a database and a role for us to work in. Then connectors, one at a time, starting with whatever gives you the most value fastest. Then we tune the brain on your data, so it knows your retailers and your products. And then training for the people who'll use it.
- Gemma Holt NoneOkay. Snowflake is a colleague in IT. I don't touch that. I wouldn't know where to start.
- Hamza Akhtar NoneThat's normal, don't worry. I'll need a name though. Someone who can say yes to us creating things in the account, and who can hand over the login details.
- Gemma Holt NoneI'll find out who. It'll be one of two people in IT, I think. Can I come back to you today?
- Hamza Akhtar NoneToday or tomorrow is fine.
- Amara Obi NoneI'll put that down as an action against you, Gemma, so Hamza can chase if it goes quiet.
- Gemma Holt NonePlease do. It's how things get done here.
- Hamza Akhtar NoneRight, connectors. From what I read, you want retailer accounts, complaints and orders together. So I'd guess the CRM for the retailer accounts and contacts, the helpdesk for customer service tickets, and then orders. Where do the orders live?
- Gemma Holt NoneOkay. So orders are in our order system, and it's a bit of a monster, to be honest. Both sites feed it. I don't know how well it plays with other things. I know the people who use it, I don't know what it can do.
- Hamza Akhtar NoneMm. That one I'd flag as the risk, then. It's usually where a connector takes longest. Could you get me someone who knows how it exports? Even a flat file every night is workable to begin with, and we can do something smarter later.
- Gemma Holt NoneThere's a chap in the planning team who lives in it. I'll ask him. He'll know.
- Hamza Akhtar NoneBrilliant. And then there's the accounting system. Do you want finance in the brain at the start?
- Gemma Holt NoneNot at the start. Maybe later, for margin by retailer. That's a nice-to-have, I'd say. Let's get the customer picture right first.
- Amara Obi NoneLet's park it, there's room in the plan for it. I'll note it down for the first review so it doesn't get lost.
- Gemma Holt NoneCan I ask something else? Who ends up looking after it on our side, day to day? Because I'm going to be that person, and I'd rather not be that person alone.
- Amara Obi NoneThat's a really good question, and it's the one that decides whether a brain stays useful. You'll want at least one other admin so it isn't just you. If you go on leave, or move on to something else, it shouldn't stall. Is there someone in customer service who's the natural person?
- Gemma Holt NoneThe customer service lead, yes. She's sharp and she'll want to see her own team's tickets anyway. I'll ask her to join the next one.
- Hamza Akhtar NoneThat would be great. We've got a technical session pencilled in for Wednesday. If she and the IT person can both be on it, we can cover access and the helpdesk in one go.
- Gemma Holt NoneWednesday, at twelve? I think that's what the invite says.
- Hamza Akhtar NoneTwelve, yes.
- Gemma Holt NoneI'll try. I can't promise IT. They're slammed in January.
- Amara Obi NoneThat's fine. Even half of it is useful. Hamza will send a short note before so everyone knows what they're there for.
- Hamza Akhtar NoneGive me a minute, I'm going to share my screen and show you the stages so you can see what I mean. Bear with me. Right, can you see that?
- Gemma Holt NoneYes, I can see it. That's clearer than the proposal. So this week is access, and then the CRM is first.
- Hamza Akhtar NoneThat's the idea. The CRM is usually the quickest, and it means you've got retailer accounts in the brain within the first couple of weeks. The helpdesk follows. Orders last, because that's the one with the question mark.
- Gemma Holt NoneFine by me. One worry, though. Our data is messy. Retailer names are written four or five different ways depending on who typed it. If it can't tell they're the same supermarket, that's a problem.
- Hamza Akhtar NoneThat's the most common thing we see, honestly, and it's what the tuning stage is for. I'll ask you for the list of retailers as they appear in the CRM and the order system, and we map them to one name each. It's tedious but it's a day, not a month.
- Gemma Holt NoneI can do that. I'm the one who knows which is which anyway.
- Amara Obi NoneCan I add one thing before we run out of time? I'd like us to agree a couple of things we'll look at in the first review. For me, the best single measure is questions asked, because it tells you whether people are actually using it. Then how many users are active, and whether customer service is on. Does that feel right?
- Gemma Holt NoneYes. And I'd add one: did the account managers use it for the retailer review without anyone chasing. That's the one I really care about.
- Amara Obi NoneThen that's the list. Let's get the first review in the diary now, rather than later. It'll be a few weeks after the build starts, enough to see the first numbers but not so late that we're guessing.
- Gemma Holt NoneYes please. If it's not in the diary it doesn't happen.
- Hamza Akhtar NoneOkay, so from me: I'll send the access checklist for Snowflake after this call, today, with exactly what IT need to create. And a short note for Wednesday.
- Gemma Holt NoneAnd from me: the name in IT, the person who knows the order system, and I'll ask the customer service lead about Wednesday.
- Amara Obi NoneAnd I'll send a summary of today with the actions, and a diary invite for the first review. Anything else before we stop?
- Gemma Holt NoneNo, I don't think so. Thanks, both. This was more useful than I expected, I thought it would be a lot of sitting through slides.
- Hamza Akhtar NoneNo slides, good. Speak on Wednesday.
- Amara Obi NoneThanks, Gemma. Speak soon.
- Gemma Holt NoneCheers, bye.
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