Hamza Akhtar

Harrowden Foods / BB-Demo – Onboarding

Callcompleted

Harrowden Foods: documents logo Harrowden Foods: documents · 2026-01-28 11:30

Onboarding kick-off for Growth. Gemma Holt opened with a win from an account manager's retailer review and wants everyone on it. Open items: IT introduction, second admin, spreadsheet gap. She needs her boss's sign-off on any purchase.

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What was said

What this says

Current to 11 Oct 26

Onboarding kick-off for Growth. Gemma Holt opened with a win from an account manager's retailer review and wants everyone on it. Open items: IT introduction, second admin, spreadsheet gap. She needs her boss's sign-off on any purchase.

What happened: Hamza Akhtar ran the 28 Jan 2026 kick-off with Gemma Holt. They agreed CRM and helpdesk first, then orders, with finance deferred. Customer service is included from the start.

Customer view: Gemma opened with a win. An account manager asked the brain the night before a supermarket buyer review and was not ambushed by complaints.

Commercial: Growth gives 40 licensed users and eight connectors, and Gemma expects to stay well under 40. She asked what extra users would cost but said she buys nothing without her boss.

Watch: Gemma is the only admin until a second is named, which is a key-person risk. Some second-site order data sits in spreadsheets, so the first go-live will have a flagged gap.

AI · claude-sonnet-5-5 · 11 Oct 2026

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Themes

Current to 9 Oct 26
Theme
Growth onboarding kick-off
Importance
praise
Sentiment
positive
Voice
champion
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Who was there

BB-Demo

CRMmade from

Them

CRMmade from

Follow-up

Next steps

Current to 9 Oct 26
  • Hamza Akhtar to send IT the read-only access note and the spreadsheet template, then a dated plan.
  • Gemma Holt to name a second admin by the following week and introduce Hamza to IT.
  • Gemma Holt to check free text on tickets with compliance and find out which sites carry site data.
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Risks

Current to 9 Oct 26
  • Gemma Holt is the only named admin until a second is chosen, so nobody else could fix a connector.
  • Second-site order data lives in spreadsheets that only stay useful if the format stays the same.
  • Customer service may assume the nightly refresh is instant, which could generate tickets.
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Opportunities

Current to 9 Oct 26
  • Account managers are already asking when everyone else gets access, which points to wider adoption within the 40 users.
  • The weekly per-retailer dashboard request shows interest in the Growth dashboards builder.
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Transcript

  1. Hamza Akhtar
    Hamza Akhtar None
    Morning, Gemma. Can you hear me all right?
  2. Gemma Holt
    Gemma Holt None
    Morning! Yes, loud and clear. Can you see me? My camera's being temperamental.
  3. Hamza Akhtar
    Hamza Akhtar None
    Not yet. Oh, there you are. Perfect.
  4. Gemma Holt
    Gemma Holt None
    Sorry, it takes an age to wake up on a Wednesday. Right, before we start, I've got a win for you. One of our account managers had a review with a supermarket buyer on Monday, and the buyer opened with service complaints. She'd asked the brain the night before, so she knew which ones were still open and which had been closed out. First time she's walked in without being ambushed.
  5. Hamza Akhtar
    Hamza Akhtar None
    That's brilliant, that's exactly what it's for. Did she say how long that would normally take her?
  6. Gemma Holt
    Gemma Holt None
    Half a morning, minimum, and she'd still have missed something. The account managers love it. Honestly, they keep asking when everyone else gets on.
  7. Hamza Akhtar
    Hamza Akhtar None
    Good, because that's today's job. So, I'm Hamza, the implementation consultant, and I'll be with you through the build. Amara Obi is your customer success manager and she picks up once we're live, and Lewis Kerr is your account owner on the commercial side. Three things today: which sources we connect and in what order, who at Harrowden owns each one, and who gets access first. Does that work?
  8. Gemma Holt
    Gemma Holt None
    Works for me. I've got my list open.
  9. Hamza Akhtar
    Hamza Akhtar None
    Lovely. Let me share my screen. Can you see the connector list?
  10. Gemma Holt
    Gemma Holt None
    Yes. Bit small, but I can read it.
  11. Hamza Akhtar
    Hamza Akhtar None
    I'll zoom in. So you're on Growth, which gives you 40 licensed users and up to eight connectors. Everything runs inside your own Snowflake account, so nothing leaves your environment. The sources we talked about in the sales process were your CRM, the helpdesk, the order data and the accounting system. That's four, so there's plenty of room left.
  12. Gemma Holt
    Gemma Holt None
    Yes. CRM and helpdesk first, because that's where the retailer accounts and the complaints sit. Orders next. Finance is nice to have but not day one.
  13. Hamza Akhtar
    Hamza Akhtar None
    Okay. Then CRM first. Who administers it on your side? I need someone to create a read-only service user and approve the connection.
  14. Gemma Holt
    Gemma Holt None
    That'd be a colleague in IT. I'll introduce you by email today. He's careful, so he'll want to know exactly what's being read.
  15. Hamza Akhtar
    Hamza Akhtar None
    That's fair. I'll send a short note listing the objects we read and confirming it's read-only. Same for the helpdesk. Is that a different admin?
  16. Gemma Holt
    Gemma Holt None
    Customer service owns it. Their lead will be the one. Which is the, can we get customer service on? Can we get them on from the start, not later?
  17. Hamza Akhtar
    Hamza Akhtar None
    Yes, I'd suggest it. Their tickets are the whole point of linking complaints to the retailer accounts. How many people are we talking about?
  18. Gemma Holt
    Gemma Holt None
    A handful plus the lead. Seven or eight, say.
  19. Hamza Akhtar
    Hamza Akhtar None
    And the account managers?
  20. Gemma Holt
    Gemma Holt None
    A few per retailer group. Then me, and a couple from the commercial team. I'll send names. It's well under forty, even with the supply planners wanting a look.
  21. Hamza Akhtar
    Hamza Akhtar None
    Good. Forty is the licence number, so we've got headroom. I'd start with account managers and customer service and keep some spare for the planners once you see how it's used.
  22. Gemma Holt
    Gemma Holt None
    Sensible. Can I ask a daft one? What happens on the day a connector goes live? Do people just see everything?
  23. Hamza Akhtar
    Hamza Akhtar None
    Not daft. We run the first load, then the nightly refresh keeps it current, so on business days the data is there by seven in the morning. Before anyone logs in I'll check the record counts against the source with you, so you can trust the numbers.
  24. Gemma Holt
    Gemma Holt None
    Ooh, I like that. My biggest fear is somebody finding a wrong number in week one and it's all over.
  25. Hamza Akhtar
    Hamza Akhtar None
    That's the fear on every rollout, to be fair. So we reconcile first. Pick a retailer you know inside out and we'll check its orders and complaint history together.
  26. Gemma Holt
    Gemma Holt None
    Easy. Our biggest own-label account. I know that one backwards.
  27. Hamza Akhtar
    Hamza Akhtar None
    Perfect. Next, the two sites. Do orders come from one system, or does each site have its own?
  28. Gemma Holt
    Gemma Holt None
    Annoyingly, a bit of both. One site was brought over later, so some of its order data lives in spreadsheets.
  29. Hamza Akhtar
    Hamza Akhtar None
    Okay, that's worth knowing now. Spreadsheets can be loaded from your shared drive, but they only stay useful if the format stays the same. Who looks after them?
  30. Gemma Holt
    Gemma Holt None
    The site's planning team. I could ask them to stick to a template.
  31. Hamza Akhtar
    Hamza Akhtar None
    Ideal. I'll draft a template and send it over. For the first go-live I'd connect the main order system only and flag the gap clearly, then do the spreadsheets as a second step.
  32. Gemma Holt
    Gemma Holt None
    Fine by me. I don't want to slow the account managers down.
  33. Hamza Akhtar
    Hamza Akhtar None
    Right, access. On Growth people log in with their work email. Single sign-on is an Enterprise feature. Is email login okay with your IT?
  34. Gemma Holt
    Gemma Holt None
    Should be. I'll ask, but I can't see why not.
  35. Hamza Akhtar
    Hamza Akhtar None
    Then roles. There are admins and there are users. Admins manage the connectors and see usage; users ask questions and search. Who do you want as admin?
  36. Gemma Holt
    Gemma Holt None
    Me, definitely.
  37. Hamza Akhtar
    Hamza Akhtar None
    I'd really like a second one too. If it's only you and you're on holiday, or you move on to something else, nobody can fix a connector.
  38. Gemma Holt
    Gemma Holt None
    Fair. Probably someone on the commercial side. Let me think who's got the patience. I'll come back to you.
  39. Hamza Akhtar
    Hamza Akhtar None
    No rush, next week is fine.
  40. Gemma Holt
    Gemma Holt None
    Can I ask about dashboards? One of the account managers wants a weekly view per retailer.
  41. Hamza Akhtar
    Hamza Akhtar None
    Yes, Growth includes the dashboards builder. I'd do it after the data's reconciled, otherwise you're building on sand. We can build the first one together in a later session and then your team can copy it.
  42. Gemma Holt
    Gemma Holt None
    Brilliant. And the quarterly reviews, that's Amara?
  43. Hamza Akhtar
    Hamza Akhtar None
    Yes, quarterly reviews are part of Growth and Amara runs them. Her focus is whether the brain is earning its place, so tell her what's working, like your Monday story.
  44. Gemma Holt
    Gemma Holt None
    Will do. What would it cost to add more users? Just in case customer service is bigger than I think.
  45. Hamza Akhtar
    Hamza Akhtar None
    There's an add-on in blocks of ten users, but with forty you're nowhere near. If it comes to it, Lewis does the pricing and I'll flag it to him. Don't worry about it today.
  46. Gemma Holt
    Gemma Holt None
    Okay. I'd need to run it past my boss anyway, I don't buy anything without them.
  47. Hamza Akhtar
    Hamza Akhtar None
    Of course.
  48. Gemma Holt
    Gemma Holt None
    Is there anything you need from me that I'm going to forget?
  49. Hamza Akhtar
    Hamza Akhtar None
    A few. One, the IT introduction. Two, names for the first group of users. Three, the second admin. Four, someone who can tell me how retailers are named across the CRM and the helpdesk, because they're often not typed the same way.
  50. Gemma Holt
    Gemma Holt None
    Oh, that is so true. Same retailer, three spellings. Customer service types whatever's quickest.
  51. Hamza Akhtar
    Hamza Akhtar None
    It's the most common thing we see. We build a mapping, so the brain knows they're one retailer. I'll need an hour of someone who knows the retailers well. Is that you?
  52. Gemma Holt
    Gemma Holt None
    Me, plus the account manager with the biggest portfolio.
  53. Hamza Akhtar
    Hamza Akhtar None
    Great. Give me a second, I'm just writing that into the plan.
  54. Gemma Holt
    Gemma Holt None
    Take your time. Hamza, can I ask about the nightly refresh? If a complaint comes in at four in the afternoon, when does it show?
  55. Hamza Akhtar
    Hamza Akhtar None
    The next morning, by seven on a business day. It's not live. For most account manager questions that's fine, but if customer service want same-hour answers they'd still use the helpdesk itself.
  56. Gemma Holt
    Gemma Holt None
    Good to know, I'll tell them. They'd have assumed it's instant.
  57. Hamza Akhtar
    Hamza Akhtar None
    Worth saying early. Setting expectations saves a lot of tickets later.
  58. Gemma Holt
    Gemma Holt None
    Right. What about training? Do you run sessions?
  59. Hamza Akhtar
    Hamza Akhtar None
    Yes. I'd suggest two short ones, one for account managers and one for customer service, because they ask different questions. Thirty or forty minutes each, on your own data once the first load is reconciled.
  60. Gemma Holt
    Gemma Holt None
    Love that. Own data makes the difference. It's the ones who see their own retailer that get hooked.
  61. Hamza Akhtar
    Hamza Akhtar None
    Exactly. Account managers first, then customer service a few days later, so I can fix anything the first group trips over.
  62. Gemma Holt
    Gemma Holt None
    What's a realistic date for people logging in?
  63. Hamza Akhtar
    Hamza Akhtar None
    Depends on IT. If the service user's created this week, I'd expect the first load shortly after and a reconciliation next week, then training the week after. I'll put proper dates on the plan once I know when IT can do it.
  64. Gemma Holt
    Gemma Holt None
    Okay. I'll chase him this afternoon.
  65. Hamza Akhtar
    Hamza Akhtar None
    Thanks. One more, on the helpdesk. Tickets have free text. Is there anything sensitive in there, personal data, say?
  66. Gemma Holt
    Gemma Holt None
    Probably, sometimes. Names, a driver's comment, that sort of thing.
  67. Hamza Akhtar
    Hamza Akhtar None
    That's useful. We can restrict which fields are read. I'd suggest we leave free text out of the first load and add it once you're happy.
  68. Gemma Holt
    Gemma Holt None
    Yes, let's be cautious. I'll check with our compliance person.
  69. Hamza Akhtar
    Hamza Akhtar None
    Good. Now, so you can picture it, let me show you a question on a practice workspace. Give me a moment to switch.
  70. Hamza Akhtar
    Hamza Akhtar None
    Okay. I'll ask which customers have open complaints and recent order drops. It brings back the accounts, the complaint count and the order trend, with links to the source records.
  71. Gemma Holt
    Gemma Holt None
    Oh wow. So that's the retailer review prep, basically. That's what I want for every account manager before a meeting.
  72. Hamza Akhtar
    Hamza Akhtar None
    Right. And you can click through to see where each number came from. That's what builds trust.
  73. Gemma Holt
    Gemma Holt None
    Can it do it by site? Which of the two sites a late order came from?
  74. Hamza Akhtar
    Hamza Akhtar None
    If the order data carries the site, yes. That might be the spreadsheet gap, so check with the planning team whether the main system has it.
  75. Gemma Holt
    Gemma Holt None
    I think it does for one site and not the other. I'll find out.
  76. Hamza Akhtar
    Hamza Akhtar None
    Brilliant. Put that on the list.
  77. Gemma Holt
    Gemma Holt None
    Sorry, one last thing. Is there anything the account managers shouldn't do? I don't want somebody breaking it.
  78. Hamza Akhtar
    Hamza Akhtar None
    They can't break the source systems. It's read-only. The worst they can do is ask a vague question and get a vague answer. We'll show them how to be specific.
  79. Gemma Holt
    Gemma Holt None
    Ha, fair. That's most of my emails too.
  80. Hamza Akhtar
    Hamza Akhtar None
    Let me recap, then. From me: a note for IT on read-only access, the same for the helpdesk, the spreadsheet template, and a dated plan once IT confirms. From you: the introduction to IT today, the list of first users, a second admin by next week, a check with compliance on free text, and an hour for the retailer name mapping.
  81. Gemma Holt
    Gemma Holt None
    That's everything. I'm writing it down as you say it. And I'll find out about site on the orders.
  82. Hamza Akhtar
    Hamza Akhtar None
    Yes, that one too. Anything else on your side before we finish?
  83. Gemma Holt
    Gemma Holt None
    Only that I'd like to say something to the account managers this week so they know it's coming. Is there anything you'd like me to say?
  84. Hamza Akhtar
    Hamza Akhtar None
    Keep it simple. It's arriving in the next couple of weeks, they'll get a short training session on their own retailers, and the data refreshes overnight. Don't promise live updates.
  85. Gemma Holt
    Gemma Holt None
    Lovely. Short and sweet. I can do that.
  86. Hamza Akhtar
    Hamza Akhtar None
    I'll also put a follow-up in the diary for early next week, so we can see where IT has got to. Same slot suit you?
  87. Gemma Holt
    Gemma Holt None
    Tuesday at eleven would be perfect.
  88. Hamza Akhtar
    Hamza Akhtar None
    Tuesday at eleven it is. Thanks, Gemma, this was really useful. You've made my job easy.
  89. Gemma Holt
    Gemma Holt None
    Ha, don't speak too soon. Speak Tuesday, then. Cheers, Hamza.
  90. Hamza Akhtar
    Hamza Akhtar None
    Cheers, Gemma. Bye for now.
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