Hamza Akhtar

Harrowden Foods / BB-Demo – Onboarding

Callcompleted

Harrowden Foods: documents logo Harrowden Foods: documents · 2026-02-17 12:00

Second onboarding call with Gemma Holt. Helpdesk and order data are now loading, three of eight connectors are live, and a first dashboard was built. Retailer name mismatches and reliance on Gemma are the issues to manage.

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What was said

What this says

Current to 11 Oct 26

Second onboarding call with Gemma Holt. Helpdesk and order data are now loading, three of eight connectors are live, and a first dashboard was built. Retailer name mismatches and reliance on Gemma are the issues to manage.

What happened: IT gave helpdesk access, the order files started landing, and Hamza Akhtar built a rough complaints against orders dashboard live. The customer service team lead had already used the brain to answer a retailer within the hour.

Customer view: Gemma is pleased with the pace but worried that only she and two account managers ask questions.

Commercial: Hamza stated Growth, 40 users, eight connectors and an order form of £50,000 a year, with nothing outstanding. Extra connectors come in blocks of five, but he advised value from the first three before adding more.

Watch: Retailer names differ across three systems until the mapping list is done. A single person driving use is a key-person risk.

AI · claude-sonnet-5-5 · 11 Oct 2026

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Themes

Current to 9 Oct 26
Theme
Connectors live, dashboards built
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 mapping template and a two-line note for the planner, then confirm the training time.
  • Gemma Holt to fill in the big retailers on the mapping list and send the customer service names and real cases.
  • Gemma Holt to ask each account manager to bring one real question to their next retailer review.
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Risks

Current to 9 Oct 26
  • Questions come mostly from Gemma and two account managers, so use stops when she is away.
  • Retailer names differ across the helpdesk, CRM and order system, which makes tables and dashboards untidy until the mapping list is filled in.
  • A change in the order file layout could break that load quietly.
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Opportunities

Current to 9 Oct 26
  • Customer service, the lead and about half a dozen agents, can be trained on their own tickets and added within the 40 users.
  • Five connectors remain on Growth, with the shared drive next after the training, and extra blocks of five are available as an add-on.
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Transcript

  1. Gemma Holt
    Gemma Holt None
    Hello Hamza, are you there? I think I've got you on mute, or I'm on mute, one of us is.
  2. Hamza Akhtar
    Hamza Akhtar None
    I'm here, I can hear you now. Hi Gemma. Afternoon, just about, it's only just gone twelve. How's your week been?
  3. Gemma Holt
    Gemma Holt None
    Good, good. Lunch at my desk again, sorry, so if I crunch, that's why. Can I start with a win?
  4. Hamza Akhtar
    Hamza Akhtar None
    Please do. Go on.
  5. Gemma Holt
    Gemma Holt None
    So the customer service team lead got a call from a retailer about a short delivery. Before the brain, she'd have had to ask planning, then ask the account manager, then dig out the complaint. This time she pulled it all up in one go, and rang the retailer back within the hour. The retailer was honestly surprised.
  6. Hamza Akhtar
    Hamza Akhtar None
    That's exactly what we hoped for. So she's already on, then. That was the helpdesk data?
  7. Gemma Holt
    Gemma Holt None
    Yes, IT got the access done on Friday, I chased them like I said. And I've added her, so she's one of the first from customer service. The account managers love it, but she's the one who got properly excited.
  8. Hamza Akhtar
    Hamza Akhtar None
    Good. That's helpful, because it gives you a proper story to tell the rest of the team. Right, shall I share my screen and we'll go through where each of the connectors is?
  9. Gemma Holt
    Gemma Holt None
    Yes please. Let me just put my sandwich down.
  10. Hamza Akhtar
    Hamza Akhtar None
    Okay, can you see the connector page?
  11. Gemma Holt
    Gemma Holt None
    I can. Green ticks, that's a good sign.
  12. Hamza Akhtar
    Hamza Akhtar None
    Green ticks are good. So the CRM has been loading nightly since the start. The helpdesk went in on Friday afternoon and has had its first couple of overnight loads. And the order files from the two sites are landing in your Snowflake account, as of Monday morning.
  13. Gemma Holt
    Gemma Holt None
    So that's three of the eight. I'm doing the maths in my head.
  14. Hamza Akhtar
    Hamza Akhtar None
    Three, yes. You've got room for five more on Growth. The shared drive is next on your list, and we can talk about whether you want anything else after that.
  15. Gemma Holt
    Gemma Holt None
    Mm. I'll think about that. I don't want to add things just because we can.
  16. Hamza Akhtar
    Hamza Akhtar None
    That's the right instinct. Each one should earn its place. Now, the order files. Who did you find in planning?
  17. Gemma Holt
    Gemma Holt None
    A planner at one of the sites looks after the file generation. He's been really helpful actually. He was a bit suspicious at first, but once I explained it was going into our own Snowflake and not out to anyone, he was fine.
  18. Hamza Akhtar
    Hamza Akhtar None
    Good, that's the usual worry, and it's a fair one. I'd suggest we agree with him what happens if a file is late or the layout changes. Because if the columns shift, the load can break quietly.
  19. Gemma Holt
    Gemma Holt None
    Right, I'll ask him to tell us before he changes anything. Can you write me two lines I can send him? He likes things in writing.
  20. Hamza Akhtar
    Hamza Akhtar None
    Of course. I'll draft it after the call. Now, let me show you something that I think is worth your attention. If I ask the brain how many orders there were per retailer last month and how many complaints, what do you think happens?
  21. Gemma Holt
    Gemma Holt None
    It gives me a nice table, I hope.
  22. Hamza Akhtar
    Hamza Akhtar None
    Let's see. I'll type it in. Give it a moment. Right. It gives a table, but look at these rows. This one and this one are the same retailer. One is spelled out in full, and the other is an abbreviation.
  23. Gemma Holt
    Gemma Holt None
    Oh. Oh, that's annoying. Yes, that's the helpdesk. Customer service type it however they like. The CRM has the proper name, and the orders system has a code.
  24. Hamza Akhtar
    Hamza Akhtar None
    Exactly. Three systems, three spellings. This is very common, and it's fixable. What we need is a simple mapping list. One row per retailer, with the proper name, and then the variations that appear in each system.
  25. Gemma Holt
    Gemma Holt None
    Okay. How many retailers are we talking about? Honestly I'd guess a dozen or so that really matter, then a long tail of small ones.
  26. Hamza Akhtar
    Hamza Akhtar None
    Start with the big ones. A dozen or so covers most of what you'll ask about. We can sweep up the long tail later, or let the brain suggest the likely matches and you approve them.
  27. Gemma Holt
    Gemma Holt None
    I like that. Suggest and I tick. Better than typing it all out myself.
  28. Hamza Akhtar
    Hamza Akhtar None
    Agreed. So, who owns that list afterwards? Because it needs keeping up when you win a new retailer or someone changes how they type a name.
  29. Gemma Holt
    Gemma Holt None
    Me. It's got to be me, really. Insights owns the retailer view. I'll get the account managers to tell me if there's a new one.
  30. Hamza Akhtar
    Hamza Akhtar None
    Good. I'll put you down as the owner. I'll send a template today, a simple sheet, and you can fill in the big ones this week.
  31. Gemma Holt
    Gemma Holt None
    Fine. Now, while we're here, can I ask about the refresh? One of the account managers said she asked something at eight in the morning and it hadn't picked up yesterday's orders.
  32. Hamza Akhtar
    Hamza Akhtar None
    Hmm. That's worth looking at. The nightly refresh is supposed to be complete by 07:00 on business days. Do you know which day?
  33. Gemma Holt
    Gemma Holt None
    Monday, I think. Which, now you say it, was the day the order files first landed.
  34. Hamza Akhtar
    Hamza Akhtar None
    That would explain it. The first load of a new source runs a bit differently. Let me check the log while we're talking.
  35. Gemma Holt
    Gemma Holt None
    Sure. Take your time. I'm not worried, I just want to be able to tell her.
  36. Hamza Akhtar
    Hamza Akhtar None
    Right. So the Monday load for the orders finished mid-morning, because it was the first one and it was bringing in the history. Tuesday's finished well before seven. So she's right about Monday, and it shouldn't be repeated.
  37. Gemma Holt
    Gemma Holt None
    Perfect, that's all I needed. I'll tell her it was a one-off while the history came in.
  38. Hamza Akhtar
    Hamza Akhtar None
    Yes, please do. And if it ever happens again without an obvious reason, send it to me straight away.
  39. Gemma Holt
    Gemma Holt None
    Will do. I don't let things sit.
  40. Hamza Akhtar
    Hamza Akhtar None
    Good. Now, shall we look at the dashboards? Growth includes the dashboards builder, and I think it fits what you described, which was complaints against orders per retailer.
  41. Gemma Holt
    Gemma Holt None
    Yes! That's the one. If I could have that on one screen before each retailer review, I'd be so happy.
  42. Hamza Akhtar
    Hamza Akhtar None
    Okay. I'll build a rough version live, and you tell me what's wrong with it. Let me open the builder. So, first we choose the data. I'll pick orders and complaints, and the retailer as the thing we group by.
  43. Gemma Holt
    Gemma Holt None
    Mm-hm. Can I interrupt? Can we choose the period there? Because we do our reviews on a rolling quarter, rather than a calendar one.
  44. Hamza Akhtar
    Hamza Akhtar None
    Good point. Yes, there's a rolling period option. I'll set it to the last three months. There. Now the chart. Do you want a bar for each retailer, or a line over time?
  45. Gemma Holt
    Gemma Holt None
    Bars, I think. Orders as one bar, complaints as a smaller one beside it. Then I can see at a glance who's complaining a lot compared with how much they buy.
  46. Hamza Akhtar
    Hamza Akhtar None
    Understood. Going to take a second. There. It's rough, and the retailer names are still the messy ones, which is why the mapping list matters. Once that's in, this tidies up.
  47. Gemma Holt
    Gemma Holt None
    Yeah, I can see that. Even rough, it's already more than I had last quarter. Can I build one of these myself?
  48. Hamza Akhtar
    Hamza Akhtar None
    You can. That's the idea. You'll find the builder in the left menu. I'd suggest you save this one as a starting point and make your own copy, so you can change it without worrying about breaking the original.
  49. Gemma Holt
    Gemma Holt None
    Okay. I'll have a play tomorrow. And can the customer service team see it as well?
  50. Hamza Akhtar
    Hamza Akhtar None
    Yes, you choose who can see each dashboard. For this one I'd share it with the team lead and the account managers, and keep your drafts private until they're ready.
  51. Gemma Holt
    Gemma Holt None
    Lovely. Right, so, customer service. Training. When are we doing that?
  52. Hamza Akhtar
    Hamza Akhtar None
    I was going to ask you. The helpdesk is in and the orders are in, so we've got what we promised them. Would early next week work? Amara would like to join, she looks after the account for us.
  53. Gemma Holt
    Gemma Holt None
    Early next week is good. How long?
  54. Hamza Akhtar
    Hamza Akhtar None
    An hour, and I'd like it to be their own tickets and their own retailers. Could you ask the team lead to pick three or four real cases that annoyed them recently? We use those.
  55. Gemma Holt
    Gemma Holt None
    Ha, she'll have no trouble with that. She's got a list. It's the lead and about half a dozen agents.
  56. Hamza Akhtar
    Hamza Akhtar None
    That's fine. That's well inside the 40 you've got. And if some can't make it, we'll record it for them.
  57. Gemma Holt
    Gemma Holt None
    Brilliant. Do I need to do anything to get them set up?
  58. Hamza Akhtar
    Hamza Akhtar None
    Just send me their names and work email addresses. I'll invite them from the admin screen ahead of the session so they can log in and have a look first.
  59. Gemma Holt
    Gemma Holt None
    Sorted. I'll do that this afternoon. What else? I feel like I'm taking all your time.
  60. Hamza Akhtar
    Hamza Akhtar None
    Not at all, that's what I'm here for. One more thing I wanted to cover is the usage so far. Shall I pull that up?
  61. Gemma Holt
    Gemma Holt None
    Yes. Go on.
  62. Hamza Akhtar
    Hamza Akhtar None
    So over the last month, the average has crept up a little, to just over four people active a day. It's a small number, but it's the right direction. And what matters more is who's asking the questions. At the moment it's mostly you and two of the account managers.
  63. Gemma Holt
    Gemma Holt None
    Yeah. That's a bit of a worry actually. If I'm on holiday, it all goes quiet.
  64. Hamza Akhtar
    Hamza Akhtar None
    It's natural at this stage, and honestly it's why getting customer service on matters. The more people asking, the less it depends on any one person. That's the aim of the next few weeks.
  65. Gemma Holt
    Gemma Holt None
    Right. So I need to nudge the other account managers too, not just customer service.
  66. Hamza Akhtar
    Hamza Akhtar None
    I'd say so. You could ask each of them to bring one real question to the next retailer review, and use the brain to answer it. Small, specific, and it builds the habit.
  67. Gemma Holt
    Gemma Holt None
    Good idea. I'll put it in the team meeting on Monday. Peer pressure usually works.
  68. Hamza Akhtar
    Hamza Akhtar None
    Ha, it generally does. Now, quick one on the shared drive. Do you want to do that before or after the training?
  69. Gemma Holt
    Gemma Holt None
    After, I think. I'd like customer service to get comfortable with what they've already got first. Otherwise there's too much new at once.
  70. Hamza Akhtar
    Hamza Akhtar None
    Agreed. So the shared drive goes in after the session. I'd need someone to tell me which folders. I'd rather not load the whole drive, you'd get a lot of noise.
  71. Gemma Holt
    Gemma Holt None
    Yeah, definitely not the whole drive. It's a graveyard. Just the retailer review decks and the service agreements, really. I'll make a list.
  72. Hamza Akhtar
    Hamza Akhtar None
    That's ideal. A short list of folders, and the person in IT who can grant read access. Same pattern as the helpdesk.
  73. Gemma Holt
    Gemma Holt None
    Okay. And what about the contract side? I need to make sure I tell my boss the right thing. We're on Growth, forty users, eight connectors, yes?
  74. Hamza Akhtar
    Hamza Akhtar None
    Yes. Growth, with 40 users and eight connectors, and the order form is for £50,000 a year. Amara and Lewis would be the ones to talk to for anything on the commercial side, but there's nothing outstanding that I'm aware of.
  75. Gemma Holt
    Gemma Holt None
    Good. That's what I thought. Right. And just so I'm clear, if we wanted more than eight connectors one day, that would be an add-on?
  76. Hamza Akhtar
    Hamza Akhtar None
    Yes, they come in blocks of five. But honestly, you've used three, and I'd focus on getting value from those before adding more. Lewis can talk it through whenever you want.
  77. Gemma Holt
    Gemma Holt None
    Okay, that's fair. No rush. I'd have to take it to my boss anyway.
  78. Hamza Akhtar
    Hamza Akhtar None
    Of course. Right, before we wrap up, let me go through what we've agreed, so we're both clear. From me: the mapping template today, two lines for the planner about layout changes, and the training invitations once I have the names.
  79. Gemma Holt
    Gemma Holt None
    And from me: fill in the big retailers on the mapping list, send the customer service names, ask the team lead for three or four real cases, and make a list of the folders for the shared drive.
  80. Hamza Akhtar
    Hamza Akhtar None
    That's it exactly. And the account managers each bring one real question to their next retailer review.
  81. Gemma Holt
    Gemma Holt None
    Yes, I'll raise that on Monday. Peer pressure, as I said.
  82. Hamza Akhtar
    Hamza Akhtar None
    Brilliant. One last thing, a gentle one. Please keep an eye on the dashboard you copy, and tell me if anything looks off once the mapping is in. It's much easier to fix early.
  83. Gemma Holt
    Gemma Holt None
    Will do. I'll message you if the numbers look strange. I don't let things sit, as you know.
  84. Hamza Akhtar
    Hamza Akhtar None
    I do know, and I appreciate it. Is there anything else on your mind before we finish? Anything at all about the set-up?
  85. Gemma Holt
    Gemma Holt None
    Hmm. No, I don't think so. Actually, one thing. Does the team lead need to be an admin, or is a normal user fine?
  86. Hamza Akhtar
    Hamza Akhtar None
    A normal user is fine to begin with. Admin is only needed for connectors and invitations. I'd suggest you and one other person are the admins, so there's cover when someone's away.
  87. Gemma Holt
    Gemma Holt None
    Right, that makes sense. I'd say a colleague in IT as the second one. I'll ask.
  88. Hamza Akhtar
    Hamza Akhtar None
    Good. Then I'll make sure the admin guide goes to both of you. That's the last of it from me, I think.
  89. Gemma Holt
    Gemma Holt None
    Brilliant. Thanks Hamza, honestly, this is moving faster than I expected. I'll get you the names this afternoon.
  90. Hamza Akhtar
    Hamza Akhtar None
    Lovely. I'll send the mapping template and the note for the planner within the hour, and confirm the training time by tomorrow.
  91. Gemma Holt
    Gemma Holt None
    Perfect. Right, I'll let you go. Speak next week. Cheers.
  92. Hamza Akhtar
    Hamza Akhtar None
    Speak soon, Gemma. Enjoy the rest of your lunch. Bye.
  93. Gemma Holt
    Gemma Holt None
    Ha, will do. Bye.
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