Hamza Akhtar

Harrowden Foods / BB-Demo – Onboarding

Callcompleted

Harrowden Foods: documents logo Harrowden Foods: documents · 2026-02-10 13:15

Hamza Akhtar ran an onboarding call with Gemma Holt. Early value is already visible with the account managers. Helpdesk access and a planning file owner are the blockers, and customer service is the next group to bring on.

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What was said

What this says

Current to 11 Oct 26

Hamza Akhtar ran an onboarding call with Gemma Holt. Early value is already visible with the account managers. Helpdesk access and a planning file owner are the blockers, and customer service is the next group to bring on.

What happened: Gemma opened with a win. An account manager answered a retailer's late delivery question in a couple of minutes from CRM notes. The call set connector order: helpdesk, then orders, then the shared drive.

Customer view: Gemma wants customer service on the brain so complaints and orders sit together. She is a user, not an admin, so IT must create the helpdesk access.

Commercial: Hamza confirmed customer service users come out of the 40 included, so no extra cost. No upsell is needed yet.

Watch: Only Gemma and the account managers log in. The order files depend on an unnamed planning owner and on landing in time for the 07:00 refresh.

AI · claude-sonnet-5-5 · 11 Oct 2026

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Themes

Current to 9 Oct 26
Theme
Growth onboarding and rollout
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 the IT access checklist, the question guide, the user list export and a short progress note.
  • Gemma Holt to find the planning file owner by the end of the week and get IT to create the helpdesk access.
  • Hamza Akhtar to book the first helpdesk load review for early the following week.
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Risks

Current to 9 Oct 26
  • Helpdesk access depends on an IT admin who has not yet been asked, and IT requests can sit in a queue.
  • The order files have no named owner in planning, and late files would break the 07:00 refresh.
  • Use is limited to Gemma and the account managers, so value rests on a small group.
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Opportunities

Current to 9 Oct 26
  • Customer service, a team lead and a handful of agents, can join within the 40 licensed users once the helpdesk is connected.
  • Helpdesk and order data together would give the complaint and order view Gemma wants before retailer reviews.
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Transcript

  1. Hamza Akhtar
    Hamza Akhtar None
    Hello? Gemma, can you hear me alright?
  2. Gemma Holt
    Gemma Holt None
    Yep, loud and clear. Hi Hamza. Sorry, give me a second, I'm just shutting the door, it's chaos out there today.
  3. Hamza Akhtar
    Hamza Akhtar None
    No problem at all. Good afternoon. How's the week going?
  4. Gemma Holt
    Gemma Holt None
    Busy, but good busy. Actually, can I start with a win? One of the account managers had a retailer call on Monday, and the buyer asked about late delivery complaints over the last few months. Normally that's an afternoon of chasing people. She just asked the brain and had it in a couple of minutes.
  5. Hamza Akhtar
    Hamza Akhtar None
    That's great to hear. What was it pulling from, do you know?
  6. Gemma Holt
    Gemma Holt None
    Mostly the CRM notes. Not perfect, but she walked in knowing the answer before the retailer asked. The account managers love it.
  7. Hamza Akhtar
    Hamza Akhtar None
    Good. That's the whole point, really. So today I'd like to do three things. Go through the connectors and the order we load them in, agree who owns what on your side, and then look at who's actually logging in.
  8. Gemma Holt
    Gemma Holt None
    Perfect. Fire away.
  9. Hamza Akhtar
    Hamza Akhtar None
    Right. So you're on Growth, which gives you eight connectors and 40 users. The CRM is connected and loading nightly. Is that still behaving the way you'd expect?
  10. Gemma Holt
    Gemma Holt None
    Yeah, I think so. Nobody's said anything's missing. Mm. Well, one thing. A couple of them said the contacts at the smaller retailers look a bit thin.
  11. Hamza Akhtar
    Hamza Akhtar None
    That's usually the source rather than the connector. If the contacts were never entered in the CRM, we can't invent them. I'll make a note, though, and we can come back to it.
  12. Gemma Holt
    Gemma Holt None
    Yeah, fair. That's on us.
  13. Hamza Akhtar
    Hamza Akhtar None
    So, next in line. At kickoff you mentioned the helpdesk, the order data, and the shared drive. Is that still the priority order?
  14. Gemma Holt
    Gemma Holt None
    Mostly. Helpdesk first, because that's where customer service live, and that's the thing I really want. Then orders. The shared drive, so the retailer review decks, can wait a bit.
  15. Hamza Akhtar
    Hamza Akhtar None
    Okay. Helpdesk first. For that I need an admin on the helpdesk side to create a service account or a token, whichever your set-up prefers. Is that you, or someone in IT?
  16. Gemma Holt
    Gemma Holt None
    Not me. I'm a user, not an admin. It'll be a colleague in IT. I can ask, but I'll need to tell them exactly what to click, they get twitchy about anything that touches customer data.
  17. Hamza Akhtar
    Hamza Akhtar None
    Completely understandable. I'll send you a one-page checklist after this, in plain words, with what we read and what we never write. The connector is read-only.
  18. Gemma Holt
    Gemma Holt None
    That'll help a lot. Honestly, if I send them something from you it carries more weight than me waving my arms.
  19. Hamza Akhtar
    Hamza Akhtar None
    Ha, happy to be the bad guy. Now, the order data. How does that leave your systems at the moment?
  20. Gemma Holt
    Gemma Holt None
    Each of the two sites sends a nightly file out of the order system. Finance and planning use it. I don't touch it myself, I just get a spreadsheet when I ask nicely.
  21. Hamza Akhtar
    Hamza Akhtar None
    Okay, that's workable. We can land those files straight into your Snowflake account and the brain sits on top. So nothing leaves your environment. Who looks after those files?
  22. Gemma Holt
    Gemma Holt None
    That'd be someone in our planning team. I don't have a name in my head, I'd have to check. Can I come back to you on that?
  23. Hamza Akhtar
    Hamza Akhtar None
    Of course. If you could find out by the end of the week, that'd keep us moving. It's the longest lead item, so it's worth starting the conversation early.
  24. Gemma Holt
    Gemma Holt None
    Right. Noted. I'll write it down now, actually. Planning, file owner, end of week.
  25. Hamza Akhtar
    Hamza Akhtar None
    Brilliant. While you're doing that, one thing to flag. The nightly refresh is meant to complete by 07:00 on business days. That only works if the files land on time, so the planning team will need to know there's a downstream dependency.
  26. Gemma Holt
    Gemma Holt None
    Mm. They usually land late evening, so I think that's fine. I'll make sure they know.
  27. Hamza Akhtar
    Hamza Akhtar None
    Good. Right, shall we look at the usage side? I'll share my screen. Can you see that?
  28. Gemma Holt
    Gemma Holt None
    Yep, I can see it. It's small, but I can see it.
  29. Hamza Akhtar
    Hamza Akhtar None
    I'll make it bigger. So this is the activity view for your brain. Over the last month, roughly four people on average have been active on a given day. That's mostly the account managers you rolled it out to.
  30. Gemma Holt
    Gemma Holt None
    Yeah, that matches. It's me and the account managers, really. Nobody else has had a log-in explained to them yet.
  31. Hamza Akhtar
    Hamza Akhtar None
    Which is entirely normal at this stage. You've got 40 licensed users, so there's plenty of room. Who else did you have in mind?
  32. Gemma Holt
    Gemma Holt None
    Customer service, definitely. Can we get customer service on? There's a team lead and a handful of agents, and they're the ones who hear about every service complaint first. If they could see the retailer account and the orders in the same place, it'd save so much back and forth.
  33. Hamza Akhtar
    Hamza Akhtar None
    That's exactly what the brain was bought for, so yes, absolutely. We'd want them on once the helpdesk is connected, otherwise they log in and there's nothing to see. It'd be a disappointing first impression.
  34. Gemma Holt
    Gemma Holt None
    Yeah, that makes sense. And what would it cost to add them? I mean, is that extra seats, or does it come out of the forty?
  35. Hamza Akhtar
    Hamza Akhtar None
    It comes out of the forty. You're nowhere near the limit, so there's no cost. Extra users beyond that are an add-on, in blocks of ten, and Lewis would quote that, but you won't need it for now.
  36. Gemma Holt
    Gemma Holt None
    Lovely. I'd have had to run any cost past my boss anyway, so that's one less conversation.
  37. Hamza Akhtar
    Hamza Akhtar None
    Understood. I'd suggest a short training session for the customer service team once the helpdesk is in. About an hour, walking through real complaints from their own queue. Amara can join as well, she looks after the account from our side.
  38. Gemma Holt
    Gemma Holt None
    Oh, that'd be good. I'd rather they see their own tickets than a demo with made-up names.
  39. Hamza Akhtar
    Hamza Akhtar None
    Exactly. Now, a team new to the brain needs someone on your side who answers their first questions. Is that you?
  40. Gemma Holt
    Gemma Holt None
    Probably, yeah. I mean, I've done it for the account managers. I just don't want to become the helpdesk for the helpdesk, you know?
  41. Hamza Akhtar
    Hamza Akhtar None
    Ha. Right, so what I'd suggest is you and the customer service team lead are the two first points of contact, and we set up a small channel for questions in the first few weeks. Then it settles.
  42. Gemma Holt
    Gemma Holt None
    Yeah. Yeah, I like that. The team lead is sensible, she'll be good at it.
  43. Hamza Akhtar
    Hamza Akhtar None
    Good. Let me scroll down. This part shows the records indexed per connector. You can see the CRM line climbing, which is what we want, and everything else is empty because those aren't connected yet.
  44. Gemma Holt
    Gemma Holt None
    Right. So when helpdesk goes in, that'll be another line going up.
  45. Hamza Akhtar
    Hamza Akhtar None
    Correct. And if one of them ever goes flat for a while, that's usually a sign something changed at the source. A field renamed, a permission removed. We watch for it, but it's useful for you to know too.
  46. Gemma Holt
    Gemma Holt None
    Okay. So if I see a flat line I shout.
  47. Hamza Akhtar
    Hamza Akhtar None
    Please do. I'd always rather hear early.
  48. Gemma Holt
    Gemma Holt None
    Ha. I don't let things sit, don't worry. Right, so what's the actual plan for the next few weeks?
  49. Hamza Akhtar
    Hamza Akhtar None
    So, as I see it. This week, you get the checklist and find the file owner. Once IT creates the helpdesk access, I connect it and check the first load with you. Then orders. After that, the shared drive. Somewhere in there, the training session.
  50. Gemma Holt
    Gemma Holt None
    That sounds sensible. Is there anything that could trip us up?
  51. Hamza Akhtar
    Hamza Akhtar None
    Mostly people's time. IT access requests can sit in a queue, and the planning team will have their own priorities. If either of those stalls, tell me early and we'll reorder things so you're not waiting.
  52. Gemma Holt
    Gemma Holt None
    Okay. I'll chase IT on Thursday if I haven't heard. They respond better to a second nudge, to be honest.
  53. Hamza Akhtar
    Hamza Akhtar None
    Noted. Can I ask something about how you'd like to use it day to day? Not a plan, just what you picture.
  54. Gemma Holt
    Gemma Holt None
    Oh, easy. Before every retailer review, I want to ask what's gone wrong with this retailer in the last quarter, what have they ordered, and what did we say to them. Then I walk in with the answer. At the moment it's three people and a lot of emails.
  55. Hamza Akhtar
    Hamza Akhtar None
    That's a very good use. And it gets better once helpdesk and orders are both in, because then the complaint and the order sit side by side. Right now the CRM alone only gets you half of that.
  56. Gemma Holt
    Gemma Holt None
    Yeah. And the bit I care about most is spotting it before they raise it. The retailers have a very long memory.
  57. Hamza Akhtar
    Hamza Akhtar None
    Mm. I believe it. Let me show you what a question looks like on the screen so the others know what to type. Give me a second to open the chat.
  58. Gemma Holt
    Gemma Holt None
    Go for it. Take your time, I'm just making a coffee. Still listening.
  59. Hamza Akhtar
    Hamza Akhtar None
    Right, I'm in. So I'll ask it something simple from the CRM. Which retailer accounts have had no contact logged in the last month?
  60. Gemma Holt
    Gemma Holt None
    Oh, ha, that's a scary question. Is it going to tell me?
  61. Hamza Akhtar
    Hamza Akhtar None
    It's thinking. There we go. It gives a short list, and it shows which notes it used, so you can check it. Two of the smaller accounts, and one that looks like a duplicate record.
  62. Gemma Holt
    Gemma Holt None
    Oh, that's interesting. The duplicate is probably the same retailer under an old name. Someone needs to merge that.
  63. Hamza Akhtar
    Hamza Akhtar None
    That's one for your CRM admin. We don't change your source data. But it's a good example of the brain showing you things worth tidying.
  64. Gemma Holt
    Gemma Holt None
    Fair. I'll flag it to whoever looks after the CRM. Probably me asking nicely again.
  65. Hamza Akhtar
    Hamza Akhtar None
    Ha. Now, the one thing I'd like you to take away. People should phrase questions the way they'd ask a colleague. Names of retailers, a time period, what they care about. It copes with that fine.
  66. Gemma Holt
    Gemma Holt None
    Right, I'll tell the account managers. A few of them type it like they're searching a website, just a couple of words.
  67. Hamza Akhtar
    Hamza Akhtar None
    That works, but you get much better answers with a full question. I can put a short sheet together with a handful of examples, using your own retailers.
  68. Gemma Holt
    Gemma Holt None
    Yes please, that'd be brilliant. Can you make it one page? Otherwise nobody reads it.
  69. Hamza Akhtar
    Hamza Akhtar None
    One page, promise. So I'll send two things today. The access checklist for IT, and the one-page question guide. Anything else you'd like from me before next week?
  70. Gemma Holt
    Gemma Holt None
    Hmm. Maybe a list of who's on the brain at the moment. Just so I can check I haven't forgotten anyone, and so I can see who's missing from the customer service side.
  71. Hamza Akhtar
    Hamza Akhtar None
    Sure, I can export the user list from the admin screen. You'll see who's invited, who's logged in and who hasn't yet. It'll be a short list at the moment.
  72. Gemma Holt
    Gemma Holt None
    Perfect. Then I'll add the customer service people to it and send it back, so you can invite them properly.
  73. Hamza Akhtar
    Hamza Akhtar None
    That works. Just so we're clear about timing, I'd wait to invite them until the helpdesk data is in. A fortnight at most, if IT are quick.
  74. Gemma Holt
    Gemma Holt None
    Yeah. Okay. I'd rather they come once and see something good than come twice.
  75. Hamza Akhtar
    Hamza Akhtar None
    Exactly that. Now, on the contract side, there's nothing for you to do. Your order form is in place, you've got the Growth connectors and users, and the implementation is running to plan. If any of that changes I'll say.
  76. Gemma Holt
    Gemma Holt None
    Good. My boss keeps asking me how it's going, so it's useful to be able to say it's on track.
  77. Hamza Akhtar
    Hamza Akhtar None
    Please do. If it helps, I can give you a short note you can forward, with where we are and what's next. Just a few lines.
  78. Gemma Holt
    Gemma Holt None
    Oh, that would help. Honestly, a few lines with the next steps, and I'll forward it as it is.
  79. Hamza Akhtar
    Hamza Akhtar None
    Done. So to recap. From me today: the access checklist, the question guide, the user list export and the short progress note. From you: find the planning file owner by end of week, get IT to create the helpdesk access, and send me the customer service names.
  80. Gemma Holt
    Gemma Holt None
    Got it. Planning owner, IT access, customer service names. Writing it on a sticky note as we speak.
  81. Hamza Akhtar
    Hamza Akhtar None
    Ha, good. And I'll book our next session for early next week, so we can look at the first helpdesk load together, assuming IT come through.
  82. Gemma Holt
    Gemma Holt None
    Brilliant. Early next week is fine for me. Anything else you need, shout.
  83. Hamza Akhtar
    Hamza Akhtar None
    That's everything from me. Thanks, Gemma, this was really useful. It's good to hear the account managers are getting something out of it already.
  84. Gemma Holt
    Gemma Holt None
    Thanks Hamza. Honestly, they're a bit obsessed. Speak next week, then. Cheers.
  85. Hamza Akhtar
    Hamza Akhtar None
    Speak soon. Bye for now.
  86. Gemma Holt
    Gemma Holt None
    Bye.
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