Harrowden Foods / B-Brain – Onboarding
Callcompleted
Harrowden Foods: documents · 2026-01-13 10:15
First onboarding plan call with Gemma Holt on the Growth tier. She wants complaints and orders side by side, names the CRM, helpdesk and orders as first sources, and flags inconsistent retailer names as her main worry.
What was said
What this says
Current to 11 Oct 26First onboarding plan call with Gemma Holt on the Growth tier. She wants complaints and orders side by side, names the CRM, helpdesk and orders as first sources, and flags inconsistent retailer names as her main worry.
What happened: Hamza Akhtar and Gemma Holt agreed the first three sources (CRM, helpdesk, orders), who owns each, and a first user group of account managers. Gemma asked for a customer service session.
Customer view: Gemma is keen and says the account managers already like the demo. Her main worry is the orders data, where one supermarket appears under four different names.
Commercial: Hamza confirmed the Growth contract figure matches the order form and the invoices. Customer service looks like the heaviest future user group, with plenty of headroom in the 40 licences.
Watch: The IT owners for Snowflake and orders are not named and were not on the call. Gemma's director has a login but she doubts he has used it.
Themes
Current to 9 Oct 26Who was there
B-Brain
Them
Follow-up
Next steps
Current to 9 Oct 26- Hamza Akhtar sends the IT access checklist, the retailer mapping template and a customer service session agenda.
- Gemma Holt names the owners for orders and the helpdesk by Thursday.
- Gemma Holt brings five or six test questions to the next call.
Risks
Current to 9 Oct 26- Retailer names in the orders system are inconsistent, which could undermine trust in the first answers.
- The IT owners for Snowflake and orders are unnamed and not on the call, so access could slip.
- Gemma's director has a login but she doubts he has used it, so sponsor engagement is unproven.
Opportunities
Current to 9 Oct 26- Customer service could become one of the heaviest user groups once the helpdesk is loading.
- Only a handful of the 40 Growth licences are in use, so there is room to widen adoption.
- The call recorder and accounting system are queued as later connectors.