Harrowden Foods / BB-Demo – Onboarding
Callcompleted
Harrowden Foods: documents · 2026-01-21 10:30
Second onboarding call with Gemma Holt. Five connectors are ordered with helpdesk first, owners and two admins are agreed, and the plan depends on IT access and finance approval. Gemma already reports a time saving.
What was said
What this says
Current to 11 Oct 26Second onboarding call with Gemma Holt. Five connectors are ordered with helpdesk first, owners and two admins are agreed, and the plan depends on IT access and finance approval. Gemma already reports a time saving.
What happened: Hamza Akhtar and Gemma Holt fixed the connector order: helpdesk, CRM, orders, accounting, then one shared drive folder. They also set owners, two admins and a first user group.
Customer view: Gemma opened with a win, a retailer review prepared before lunch instead of most of a day. She says the helpdesk is the reason they bought it.
Commercial: Hamza stated the Growth tier was signed on 5 Jan 2026 with 40 licensed users. Gemma's director is a numbers person who will judge the brain by usage.
Watch: IT was reorganised recently and access owners are fluid. Orders come from two sites that record things differently, so both must load before anyone sees a combined view.
Themes
Current to 9 Oct 26Theme
Connector order and ownership
Importance
neutral
Sentiment
positive
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Hamza Akhtar sends the plan with owners and the access note, plus a plain-English paragraph for finance.
- Gemma Holt emails the IT contact, the head of customer service's address and the drive folder.
- Gemma Holt confirms two admins and asks her director to nominate a supply chain planner.
Risks
Current to 9 Oct 26- IT access owners are unconfirmed after a recent IT reorganisation, which could delay the first connector.
- Orders data from two sites with different recording must load together or early numbers will look wrong.
- Finance approval for the accounting connector is not yet given.
Opportunities
Current to 9 Oct 26- Five connectors planned leaves room under the Growth tier to add more later.
- Customer service and supply chain teams are named as later user groups beyond the account managers.
- A usage summary after the first month gives Gemma's director evidence of value.
Transcript
Hamza Akhtar NoneMorning, Gemma. Can you hear me alright? I'll turn the recording on in a second. There we go.
Gemma Holt NoneMorning, Hamza! Yes, all fine. Sorry, I'm in a meeting room with the heating on full blast, so I might sound a bit faint.- Hamza Akhtar NoneNo, you're coming through clearly. How's the week been?
- Gemma Holt NoneBusy, but a good busy. I'll start with a win, actually. One of the account managers had a retailer review coming up and she wanted the service complaints lined up against the orders. She did it before lunch. Last time it took her most of a day with spreadsheets. So everyone's asking when they get proper access.
- Hamza Akhtar NoneThat's exactly the use case. Good to hear before we've even started. So for today, the plan is to agree the connectors, who owns each one on your side, and the order we do them in. Then the first set of users. Does that match what you were expecting?
- Gemma Holt NoneYes, that's it. And I've brought a list, though it's a bit scruffy.
- Hamza Akhtar NoneScruffy is fine. Before the list, let me say where we are. You're on the Growth tier, signed on Monday 5 January 2026, which gives you 40 licensed users and a set of connectors. The order form sets what's included, and I'll work from that. Everything we build runs inside your own Snowflake account, so the data stays with you.
- Gemma Holt NoneRight, and that was one of the things our IT team liked. Is it right they'll need to give us something, an account or a role or similar?
- Hamza Akhtar NoneYes. Someone in IT will need to create the access that the brain works under in Snowflake. I'll send a short note that says exactly what it needs, and nothing more. Who in IT would that be?
- Gemma Holt NoneThat'd be a colleague in IT, who looks after our data platform. I don't want to give you a name that's wrong, so I'll confirm it by email today.
- Hamza Akhtar NoneFine. Put it in an email and I'll copy it into the plan. Now, the connectors. What's on your list?
- Gemma Holt NoneSo, first, the CRM, because that's where all the retailer accounts and contacts live. Then the helpdesk, which is where customer service logs the complaints. Then orders, which is our orders system, and finance, so the accounting system. Then our shared drive for the retailer review packs.
- Hamza Akhtar NoneOkay, that's five. You're entitled to more than that on Growth, so there's room to add later. Which would you put first?
- Gemma Holt NoneHelpdesk, easily. That's the whole point of this, honestly. Customer service and commercial insights looking at the same thing. Then the CRM straight after.
- Hamza Akhtar NoneHelpdesk then CRM, then. One thing I'd flag on the helpdesk: the brain reads the tickets, the fields and the history, but it only sees what's recorded. If your service team puts the retailer name in a free-text box rather than a field, the brain will struggle to join it to the CRM. Is the retailer a proper field?
- Gemma Holt NoneHmm. Honestly? I think it's a bit of both. Some agents pick it from a list, others type it in. It's not tidy.
- Hamza Akhtar NoneThat's very common, and it's fixable. Not a blocker. We'd map the variations when we load the data, so 'the supermarket' written five different ways resolves to one retailer. But somebody on your side needs to own that list and say which spelling is the correct one. Who would that be?
- Gemma Holt NoneProbably me, to start with. Or the head of customer service. I'd want her to agree it anyway, as it's her team's data.
- Hamza Akhtar NoneThen let's say you own the retailer list and the head of customer service signs it off. I'll write that down against the helpdesk connector. Is she going to be someone we speak to directly?
- Gemma Holt NoneYes, I'd like her on the next call. She's wanted this for a while. I only asked whether customer service could be on it, and then I realised it's the reason we bought it, really.
- Hamza Akhtar NoneGood. Let me share my screen so you can see the plan as I write it. Give me a moment, it's loading. Right. Can you see a table with the connectors down the left?
- Gemma Holt NoneI can. It's got the helpdesk at the top. Oh, you've already put the CRM second.
- Hamza Akhtar NoneYes, from what you said. I've added three columns: who owns the connector on your side, who gives us access, and the date we expect it to be loading data. Let's fill the first two now and I'll put dates in once I've checked with the team.
- Gemma Holt NoneOkay. For the helpdesk, the owner is the head of customer service. Access, that'd be IT. For the CRM, it's me for the owner, and IT again for access. Although actually, our sales operations person might look after the admin side of the CRM.
- Hamza Akhtar NoneThen I'll put you as owner, and a sales operations colleague as the person who grants access. If that changes, tell me. I've learnt that the column most likely to be wrong is access, so I'll check with you before each one starts.
- Gemma Holt NoneThat's useful. We reorganised the IT team not long ago, so who does what is a bit fluid.
- Hamza Akhtar NoneUnderstood. And that's why I want one person owning the plan on your side, not several. Are you comfortable being that person?
- Gemma Holt NoneYes, I'm happy with that. I never let a request sit for long, you'll find. If I don't know something, I'll chase it the same day.
- Hamza Akhtar NoneBrilliant. Next, the orders system. This is usually the one with the most surprises. How often does it change, and is it something your team has customised?
- Gemma Holt NoneIt's customised, yes. Our supply chain team set a lot of it up. There are two sites, and each one records things slightly differently. I know that much.
- Hamza Akhtar NoneTwo sites, two ways of recording. That's worth knowing now, not in a month. If I load one site first and the other later, would the numbers look wrong in between?
- Gemma Holt NoneThey would. You'd see half the orders and it'd look like we'd had a terrible week. Can we do both at once?
- Hamza Akhtar NoneI'd prefer to. Or at least not show the combined view to anyone until both are in. Let me note that: orders to be loaded for both sites before anyone is told it's ready. And I'd want someone from supply chain to be the owner. Who knows that system best?
- Gemma Holt NoneThat's a planner. Not the director himself, he's far too senior, but somebody in his team. I'll ask him to nominate someone. He's keen on this, he wants his planners using it as well, so he'll agree.
- Hamza Akhtar NoneGood. I'll leave the owner blank and mark it as yours to chase. Now the accounting system. What are you hoping to ask of that one?
- Gemma Holt NoneMainly the retailer invoices against the orders. And credit notes, because when a retailer claims a service-level penalty it comes through as a deduction. We want to see the penalty next to the complaint that caused it.
- Hamza Akhtar NoneThat's a good use of it. The accounting system tells us what was invoiced and what was paid, and the brain treats it that way, as the record of the money. A credit note is a one-off, so we'd keep it separate from your regular revenue. Does finance need to approve that connector?
- Gemma Holt NoneDefinitely. Finance won't like it if I don't ask. I'll go to our finance team this week. Can you give me a short paragraph on what's read and what's not?
- Hamza Akhtar NoneYes. I'll write it in plain English: what's read, what's not, where it sits, who can see it. It'll be ready by the end of the day. Do you want it from me or from our account executive, Lewis?
- Gemma Holt NoneFrom you. You're the one they'll ask questions of.
- Hamza Akhtar NoneFair enough. Last connector, the shared drive. What's in it that matters?
- Gemma Holt NoneThe retailer review packs, the supplier scorecards and some old presentations. Quite a lot of it is out of date, I'll be honest.
- Hamza Akhtar NoneThat's the one I'd put last, for exactly that reason. Old documents sit beside new ones and the brain can't always tell which is current. If we can limit it to one folder of retailer review packs, the answers will be better. Can you nominate a folder, rather than the whole drive?
- Gemma Holt NoneYes, I can do that. One folder. I'd rather do that than have it quoting a deck from years ago.
- Hamza Akhtar NoneExactly. So we have five connectors in the order I'd suggest: helpdesk, CRM, orders, accounting, then the one folder in the drive. Is that how you'd want it?
- Gemma Holt NoneYes. Although, can I ask, is there anything that tends to go wrong in the first few weeks that I should watch for?
- Hamza Akhtar NoneHonestly, two things. The first is access, somebody takes a long time to grant it and the whole plan slips. The second is a source changing underneath us, say your helpdesk gets a new field or someone renames a status. The connector keeps running but the data stops loading properly. So if anybody on your side is about to change a system, tell me first.
- Gemma Holt NoneIs there a way I'd notice if it did stop? Because I'm not going to be looking every day.
- Hamza Akhtar NoneYes. The brain shows how many records have been indexed from each source. If that number goes flat for weeks, something's wrong, and we'd see it too. I'll show you that page at go-live.
- Gemma Holt NoneGreat. That's the sort of thing I'd want in front of my director when he asks whether it's used.
- Hamza Akhtar NoneIt's the same page that shows questions asked and who's asking them. Which brings me to users. The order form is for 40 licensed users. Who do you see in that first group?
- Gemma Holt NoneSo the account managers, one for each supermarket, I'd guess that's most of them. Then the commercial insights team, which is a small team. Then customer service, I'd start with the team leaders and a few agents, not everyone. And a couple from supply chain once their connector is in.
- Hamza Akhtar NoneThat's sensible. I'd hold some of the 40 back rather than hand them all out on day one. Give them to the people who will ask questions, then add the next group when the first is settled. Does that fit?
- Gemma Holt NoneIt does. I don't want it to feel like we've switched on a thing nobody understands. Can I run a short session for the account managers first? I'd like them to have seen it before it lands in their inbox.
- Hamza Akhtar NoneYes, and I'd be glad to join. We run a training session once the first data is loaded, and I'd suggest the account managers take it first, because they'll set the tone for everyone else. Shall I pencil that in for after the helpdesk and CRM are loading?
- Gemma Holt NoneYes please. Pencil it, don't fix it, until we know the access is done.
- Hamza Akhtar NonePencilled. Now admins. Who administers the brain on your side? Somebody has to add and remove users and look after the settings. Ideally two people, so if one goes on holiday or leaves, there's still somebody.
- Gemma Holt NoneMe. And a second person, probably the sales operations colleague we mentioned. They already look after the CRM admin so it's a natural fit.
- Hamza Akhtar NoneGood, I'll put two admins down. That also answers a question I'd otherwise have to ask later, about what happens if you move on. It's the kind of thing that, once the champion leaves, causes problems.
- Gemma Holt NoneI'm not going anywhere! But I take the point. Honestly, it's a good idea to have it written down.
- Hamza Akhtar NoneI'm sure you're not. It's just practice. One more thing before we move on: how the nightly refresh works. The brain refreshes overnight, and the data should be complete by early morning on business days. If you ever see yesterday's figures at ten o'clock, tell us. That's what we'd look into, and it's separate from whether the service was up.
- Gemma Holt NoneUnderstood. So up and fresh are two different things.
- Hamza Akhtar NoneExactly. Right. Let me go through the list as I have it, and you tell me if I've got anything wrong. Helpdesk first, owned by the head of customer service, access from IT. CRM second, you as owner, sales operations for access. Orders third, both sites together, owner to be nominated by your director. Accounting fourth, finance to approve, and I send the paragraph today. The shared drive last, one folder only, which you'll name.
- Gemma Holt NoneThat's all correct. One addition: can you copy the head of customer service into the note about the helpdesk? I'd like her to see it from you, not from me.
- Hamza Akhtar NoneOf course. I'll need her address, so send that over with the IT contact when you email later.
- Gemma Holt NoneWill do. What about dates? When do you think the first connector is up?
- Hamza Akhtar NoneI don't want to guess in front of you. It hangs on IT access, which is the thing we can't control. If access is granted in the next few days, I'd expect the helpdesk to be loading within the first couple of weeks. I'll put proper dates in the plan and send it with the notes.
- Gemma Holt NoneThat's fair. I'd rather have an honest date than a quick one.
- Hamza Akhtar NoneGood. And you won't be waiting on me for anything. Who else should be on the next call, apart from the head of customer service?
- Gemma Holt NoneSomebody from IT, definitely. Then the planner from supply chain, once nominated. I'll ask my director whether he wants to attend or just get the notes.
- Hamza Akhtar NoneI'd suggest notes for him, and a short usage summary after the first month. It's what he'll want to see, in my experience. And tell me if he'd prefer something different.
- Gemma Holt NoneHe'll want the usage. He always does. He's a numbers person. If it's used, he's happy, and if it isn't, he'll say so quite clearly.
- Hamza Akhtar NoneThen we'll make sure he can see it. Before we finish, is there anything that worries you about the next few weeks? Anything you'd want me to know?
- Gemma Holt NoneOnly the one thing, really, that people think it's another system to log into. I need them to see it as the place they ask questions, not somewhere they have to enter things. Does that make sense?
- Hamza Akhtar NoneIt does, and it's the right way round. The brain reads from the systems you already use, so nobody should be re-keying anything. If anyone says they've been asked to enter data, tell me, because something's gone wrong with how it's been explained.
- Gemma Holt NoneBrilliant. That's what I'll tell them.
- Hamza Akhtar NoneSo, next steps. I send the plan with owners and the access note today. I send the paragraph for finance. You email me the IT contact, the head of customer service's address, and the folder for the drive. Then we speak again once IT has the access sorted. Does that cover it?
- Gemma Holt NoneThat covers it. I'll do my bit this afternoon, I won't let it sit. Thanks, Hamza, this has been really useful.
- Hamza Akhtar NoneThanks, Gemma. Speak soon, and have a good rest of the week.
- Gemma Holt NoneCheers, Hamza. Bye for now.
Callsmade from