Harrowden Foods / BB-Demo – Onboarding
Callcompleted
Harrowden Foods: documents · 2026-02-25 13:30
Onboarding call with Gemma Holt on 25 Feb 2026. She reported an early win from the CRM pages, and the plan is helpdesk first, orders second, accounting left out for now. Customer service training and named owners were agreed.
What was said
What this says
Current to 11 Oct 26Onboarding call with Gemma Holt on 25 Feb 2026. She reported an early win from the CRM pages, and the plan is helpdesk first, orders second, accounting left out for now. Customer service training and named owners were agreed.
What happened: Hamza Akhtar agreed a three-block plan with Gemma: helpdesk, then the orders extract, then a check of answers against known facts. Gemma will own the orders feed, with finance as technical contact.
Customer view: Gemma opened with a win, an account manager building a retailer picture in minutes. She said the CRM side is solid and that the service-level complaints and orders data is what she bought the brain for.
Commercial: The customer is on Growth with forty licensed users and nothing extra is requested. Accounting could be added later within the plan, so there is no order form change implied.
Watch: Helpdesk admin rights are unconfirmed, and the orders system is old and run by operations. The customer service manager needs to be trained and named as second contact.
Themes
Current to 9 Oct 26Theme
Onboarding connector plan
Importance
praise
Sentiment
positive
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Gemma Holt to confirm who can authorise the helpdesk connection and send her known-answer questions.
- Hamza Akhtar to send the plan, the permissions note and the owners recap.
- Hamza Akhtar to run customer service training once the helpdesk data is flowing.
Risks
Current to 9 Oct 26- Helpdesk admin rights are unconfirmed, so the first connection may be delayed.
- The orders system is old and run by operations, with only a daily file extract from finance.
Opportunities
Current to 9 Oct 26- Accounting could be connected later within the Growth plan once helpdesk and orders are right.
- Training the customer service team widens use beyond the account managers.
Transcript
Hamza Akhtar NoneHello Gemma, can you hear me alright?
Gemma Holt NoneYes, loud and clear. Can you hear me? Sorry, I'm in the little room by the kitchen, it's the only one with a door.- Hamza Akhtar NonePerfect, no echo at all. Good afternoon, by the way. How's the week treating you?
- Gemma Holt NoneBusy, but good busy. Can I start with a win, actually? One of the account managers pulled together the whole picture for a supermarket buyer meeting this morning, using the pages you set up last week. Took her a few minutes. Normally she'd be in three spreadsheets until lunchtime.
- Hamza Akhtar NoneThat's exactly what we want to hear. Which retailer was it, or is that too much detail?
- Gemma Holt NoneDoesn't matter, but it was about their complaint trend on the chilled range. She had the complaints, the order volumes and the notes from the last review all in one place. The account managers love it, honestly.
- Hamza Akhtar NoneBrilliant. Right, so today is onboarding, and what I'd like to leave with is a clear list of what gets connected, in what order, and who on your side owns each piece. Does that work for you?
- Gemma Holt NoneYes. I've got the order form open as well, so if we need to check what we've bought I can look. We're on Growth, forty users, and I think the connectors are in there too.
- Hamza Akhtar NoneYes, you're on Growth at fifty thousand a year, forty licensed users, and the connector allowance on the order form is plenty for what we're about to discuss. So no pressure on that front.
- Gemma Holt NoneGood. Rajesh will be pleased I've not asked for anything extra yet.
- Hamza Akhtar NoneHa, early days. Okay, first thing. At the moment the CRM is connected and indexed, and that's what the account managers have been using. Is that how it feels from your side?
- Gemma Holt NoneYes. The CRM side is solid. They ask about contacts, retailer accounts, what was agreed at the last meeting. The thing is, what I really bought this for is the other half. Service-level complaints and orders, next to the retailer accounts.
- Hamza Akhtar NoneUnderstood. So that's the helpdesk and the orders data. Let's take the helpdesk first because it's the simpler one. Who looks after it day to day?
- Gemma Holt NoneCustomer service. They run all the complaints through it. I'd say one person there knows it better than anybody, the manager, and I want her on this call next time. Can we get customer service on? Properly, I mean, not just a login.
- Hamza Akhtar NoneYes, definitely. I'd suggest we do a short training session for her and her team once the helpdesk is flowing, otherwise they'd be looking at an empty box. Does she have admin rights on the helpdesk?
- Gemma Holt NoneI think so, but I'd have to check. If not, someone in IT does. We've only got a small IT team, so that'd be a colleague I can nudge.
- Hamza Akhtar NoneOkay, so first action. You confirm who can authorise the helpdesk connection. Whoever it is needs to create a read-only access for us, and we'll give you a short note on exactly what permissions we ask for so nobody has to guess.
- Gemma Holt NoneLovely. I'll ask this afternoon. Quick question, does it pull in old tickets or just new ones?
- Hamza Akhtar NoneBoth. First load brings in history, then it refreshes overnight. The nightly refresh is done before the working day starts, so the customer service team sees yesterday's tickets in the morning.
- Gemma Holt NoneThat's all we need. They don't need minute by minute, they need to know what happened yesterday.
- Hamza Akhtar NoneGood. Now the orders. This is the harder one, and I'd rather be honest about that. Where do the orders live?
- Gemma Holt NoneAh. So, the orders system is run by operations, at the main site. It's not new. It's a bit, how do I put it, loved by the people who built it. We get a daily extract out of it, and the finance team use that.
- Hamza Akhtar NoneA daily extract is perfectly workable. Does it land somewhere, like a shared folder or a database?
- Gemma Holt NoneIt lands as a file in a shared folder, I believe. I'm not the right person to say. I know it has the order number, the retailer, the product, the date, quantities. Not much else.
- Hamza Akhtar NoneThat's enough to get going. What we'd do is take that file into your Snowflake account, so it sits next to the CRM and helpdesk data. Everything stays inside your own account, which I know matters to your IT people.
- Gemma Holt NoneIt does. They asked me about that twice.
- Hamza Akhtar NoneGood, then I'll write that down as a plain statement for them. So the owner for the orders feed. Is that operations or finance?
- Gemma Holt NoneFinance own the extract, operations own the system. If something breaks it's operations who fix it. I'd put the finance team down as the contact, and I'll make sure operations know.
- Hamza Akhtar NoneOkay. And the person in finance, is that someone you work with regularly?
- Gemma Holt NoneYes, I'm in their office most weeks. Easy.
- Hamza Akhtar NoneThen I'd like you to be the named owner for that on your side, and finance the technical contact. Is that fair?
- Gemma Holt NoneFair. I'd rather own it than wait on anyone else.
- Hamza Akhtar NoneI like that. Now, the accounting system. Do you want it connected for this phase or leave it?
- Gemma Holt NoneI'd leave it. What would it cost to add it later, though? Not today, just so I know whether to mention it.
- Hamza Akhtar NoneOn your plan there's room for it, so it's a matter of time and access rather than a new line on the order form. I'd get the helpdesk and orders right first. Otherwise you spread the effort thin and people lose faith in the answers.
- Gemma Holt NoneAgreed. I'd rather have two things that are right than four that are half right.
- Hamza Akhtar NoneThat's the best sentence I've heard all week. Okay, let me share my screen and show you the plan so you can see it written down.
- Gemma Holt NoneYes, I can see it. Is that the whole timeline?
- Hamza Akhtar NoneYes. Three blocks. Helpdesk first, because it's quick and gives customer service something to try. Orders second, and that's where I'll need finance. Then a tidy-up block where we check the answers against things you already know are true.
- Gemma Holt NoneThat last bit, can I be in it? I know which retailer numbers are right because I've been chased about them.
- Hamza Akhtar NoneI was hoping you'd say that. What I'd ask is that you pick a handful of questions you already know the answer to. Things the retailer review always asks. We ask the brain, and we see if it agrees with you.
- Gemma Holt NoneOh, I've got those. Which products drew the most complaints at each retailer, whether late deliveries line up with complaints, how a retailer's orders moved after a bad month. I've been asked all of them.
- Hamza Akhtar NonePerfect. Send me them as a list, doesn't have to be pretty. I'll use them as our checks.
- Gemma Holt NoneWill do. Is there anything the account managers should stop doing in the meantime? One of them keeps a spreadsheet of complaints and I don't want it to run alongside.
- Hamza Akhtar NoneDon't stop it yet. Keep it until the helpdesk data is in and you've compared the two. Once they match, that's the moment to retire it, and it feels like a decision rather than a leap of faith.
- Gemma Holt NoneOkay. That's sensible. I'll tell her to carry on and I'll check with her in a couple of weeks.
- Hamza Akhtar NoneOne more thing on owners. After we go live, somebody needs to be the person we call when an answer looks odd. Would that be you?
- Gemma Holt NoneIt'd be me, but I'd like a second name. If I'm off, or in a retailer meeting all day, it shouldn't just sit. I never like a request sitting.
- Hamza Akhtar NoneThen let's make the customer service manager the second name once she's trained. She'll see the complaints side faster than either of us.
- Gemma Holt NoneYes. Done. Put her down.
- Hamza Akhtar NoneRight. Let me say back what we've agreed so we both have the same list. Helpdesk connected first, you confirm who authorises it. Orders extract second, you own it, finance are the technical contact, operations told. Accounting stays out for now. You send me your known-answer questions. The spreadsheet carries on until the two agree. Customer service get a training session once data's flowing.
- Gemma Holt NoneThat's it exactly. Can I ask about the account side? Lewis was on the early calls and Amara's been in touch. Who should I go to if it's a commercial thing?
- Hamza Akhtar NoneLewis Kerr is your account owner, so anything about the contract or extra seats goes to him. Amara Obi is your customer success manager, so adoption, reviews and how it's going generally. I'm here for the implementation, so connectors and the plan.
- Gemma Holt NoneBrilliant, that's clear. I'll keep this thread with you till we're live.
- Hamza Akhtar NonePlease do. I'll send the plan and the permissions note today, and a short recap of the owners. Anything you want changed, tell me straight away.
- Gemma Holt NoneWill do. Thanks Hamza, this was useful. Cheers.
- Hamza Akhtar NoneCheers Gemma, speak soon. Bye.
Callsmade from