Harrowden Foods / BB-Demo – Training
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Harrowden Foods: documents · 2026-03-16 16:30
Hands-on training on 16 Mar 2026 with Gemma Holt and new user Kelly Sharpe. Kelly built a page and dashboard and found a mislogged complaint. Adoption is still thin and Kelly fears her team will see it as one more thing to check.
What was said
What this says
Current to 11 Oct 26Hands-on training on 16 Mar 2026 with Gemma Holt and new user Kelly Sharpe. Kelly built a page and dashboard and found a mislogged complaint. Adoption is still thin and Kelly fears her team will see it as one more thing to check.
What happened: Hamza Akhtar trained Kelly on chat, search, pages and the dashboards builder. She found an open complaint filed under the wrong category in about a minute.
Customer view: Gemma said complaints and orders in one answer is the join she wanted. Kelly said the filter trick would have saved her a Friday last month.
Commercial: Gemma said only a handful are really using forty licences, and customer service is meant to change that. This is a usage and value risk for the renewal rather than an upsell.
Watch: Kelly worries her team will not bother unless it is quicker, and plans to rename helpdesk categories. Response-time promises by retailer still need collecting.
Themes
Current to 9 Oct 26Theme
Customer service team training
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- Kelly Sharpe to send the invite names and the planned category renames to Hamza Akhtar.
- Gemma Holt and Kelly Sharpe to compile response-time promises by retailer.
- Hamza Akhtar to check in after a couple of weeks on adoption and the retailer review pack.
Risks
Current to 9 Oct 26- Only a handful of the forty licensed users are active, which weakens the value case at renewal.
- Kelly fears her team will not adopt the brain unless it is quicker than their current tools.
- Planned helpdesk category renames could drift from the brain's mapping if not flagged first.
Opportunities
Current to 9 Oct 26- Customer service invites and the Monday complaints review can lift active users within the existing licences.
- Response-time promises loaded as reference data would let the brain compare actual against promised.
Transcript
Hamza Akhtar NoneHello, can you both hear me? Gemma, I can see you. Kelly, I think you're still joining.
Gemma Holt NoneHi Hamza, yes, all fine here. Kelly's just getting her laptop sorted, she's coming from the other building and the wifi over there is, well, you'll see.
Kelly Sharpe NoneI'm here, I'm here. Sorry. Can you hear me? I'm on headphones, tell me if I sound like I'm in a tin.- Hamza Akhtar NoneYou sound fine. Good afternoon, Kelly, nice to meet you properly. Gemma's told me a lot about your team.
- Kelly Sharpe NoneAll good I hope. Nice to meet you too.
- Gemma Holt NoneBefore we start, one thing. Last week an account manager asked the brain why complaints about a particular retailer had gone up, and it pointed her to a run of late deliveries on one product line. She took that to the retailer review before they'd even raised it. That's what I wanted. The account managers love it, and now it's your turn, Kelly.
- Kelly Sharpe NoneNo pressure then.
- Hamza Akhtar NoneNone at all. So today is a hands-on session. I'll show you the main things, and then I'd like you to drive and me to watch. Kelly, can I ask how you use the helpdesk at the moment, so I pitch it right?
- Kelly Sharpe NoneSure. We get complaints from the retailers' own customer teams, and from store managers. Someone logs it, we try to find the batch, which site made it, which delivery. That's usually three different places. Then we reply to the retailer and tell the account manager. It's slow, if I'm honest.
- Hamza Akhtar NoneRight. So the part we can take out is the hunting. Let me share my screen. You should see the brain's home page.
- Gemma Holt NoneYes, got it.
- Kelly Sharpe NoneYes. It's very, um, white.
- Hamza Akhtar NoneIt is a bit, yes. Ignore the page for a moment. Look at the box at the top. That's chat. You ask it a question the way you'd ask a colleague. Kelly, give me something real you'd want to know.
- Kelly Sharpe NoneOkay. Which retailer has had the most complaints this month?
- Hamza Akhtar NoneType it in just like that. Don't tidy it.
- Kelly Sharpe NoneRight. Okay. Oh. It's come back with a list. And it's, that's right, that's the one I'd have guessed.
- Hamza Akhtar NoneGood. Notice it also shows where it got the answer from. Click the source link on the first line. That takes you to the actual tickets. So you're never taking it on trust.
- Kelly Sharpe NoneOh, that's useful. That's the bit I'd worry about, whether it's just making it up.
- Hamza Akhtar NoneThat's the right instinct. If an answer doesn't have a source you can open, treat it with suspicion and tell us. Now ask a harder one. Which products were involved, and were any delivered late?
- Kelly Sharpe NoneSame retailer?
- Hamza Akhtar NoneSame retailer, yes. It keeps the thread, so you don't have to repeat yourself.
- Kelly Sharpe NoneIt's saying two products, and then something about delivery dates. Hang on. So it's lined up the complaint dates with the delivery dates from the orders.
- Gemma Holt NoneThat's the join I was after. Complaints and orders in one answer. Before, I'd have asked finance for the extract, then asked Kelly's team for the ticket list, then stuck them together myself.
- Kelly Sharpe NoneWe do that every week. Every single week.
- Hamza Akhtar NoneThen this is where I'd like to save you the time. A caveat though. The orders only go back as far as the extract we loaded, and the helpdesk history is whatever was in the system when we connected it. If you ask about something older and it comes back thin, that's why.
- Kelly Sharpe NoneUnderstood. So it's not going to know about complaints that were on paper, or that went by phone and nobody logged.
- Hamza Akhtar NoneExactly. It can only know what's been written down. Which is a gentle argument for logging everything, by the way.
- Kelly Sharpe NoneHa. I've been saying that to my team for years. I'll quote you.
- Hamza Akhtar NonePlease do. Now, search. Different from chat. Top right. Search is when you know roughly what you're looking for and want the records themselves. Try a batch reference or a customer's name.
- Kelly Sharpe NoneI'll try a store name. Okay. It's found the tickets, and an order, and, there's a note in the CRM as well.
- Gemma Holt NoneThat note's one of mine. From a meeting. I'd forgotten I put that in.
- Hamza Akhtar NoneWhich is the point. Kelly now sees in one place that the account manager had already talked to the retailer about that store. Before, she wouldn't.
- Kelly Sharpe NoneThat would have saved me an awkward email, to be honest. I once chased an account manager for something she had already dealt with.
- Hamza Akhtar NoneRight. Let's do pages next. Pages are saved views you can come back to and share. Say there's a question you ask every Monday. You build it once, save it, and it updates itself overnight.
- Gemma Holt NoneThis is the one for the retailer reviews. Hamza showed me the first version and I've been using it.
- Kelly Sharpe NoneCan I make one for service-level complaints? We report on those every week, and it's always me pulling numbers by hand.
- Hamza Akhtar NoneAbsolutely, let's build it now, together. I'll talk, you click. Start a new page from the left menu.
- Kelly Sharpe NoneDone. It's asking me for a name.
- Hamza Akhtar NoneCall it something your team will recognise, not something clever. Weekly service complaints, or whatever you'd say out loud.
- Kelly Sharpe NoneWeekly complaints by retailer. Okay. Now what?
- Hamza Akhtar NoneAdd a block, and choose question. Then type what you'd ask. Complaints by retailer for the last week, split by site.
- Kelly Sharpe NoneIt's done a table. Oh, and there's a chart option.
- Hamza Akhtar NoneTake the chart. People read a chart faster than a table in a meeting. Then add a second block underneath for anything that came back past the response time you promise the retailer.
- Kelly Sharpe NoneThat's the one the retailer actually cares about. Hang on. How does it know what we promised?
- Hamza Akhtar NoneIt doesn't, unless you tell it. That's a good catch. We'd need to tell it the target. Is it written down anywhere, or does it vary by retailer?
- Kelly Sharpe NoneIt varies. Some are in the contracts, some are just what we've always done. I'd have to collect them.
- Gemma Holt NoneI can help with that. A couple of them are in the retailer agreements, and I'll know the rest from the account managers. Let's put a simple list together.
- Hamza Akhtar NoneThat'd be ideal. Even a rough list in a spreadsheet is enough. We can load it as reference data, and then the brain can compare actual against promised for each retailer.
- Kelly Sharpe NoneI'll do that this week. It'll be a bit embarrassing seeing it all written down.
- Hamza Akhtar NoneIt always is. But you'll find it's usually tidier than people expect. Let's finish the page. Save it, and then there's a share button, top right.
- Kelly Sharpe NoneShared with Gemma. Do I share with my team too?
- Hamza Akhtar NoneYou can. Share it with named people or a whole group. You're on forty licensed users across the company, so there's room for your team without anyone fighting for a seat.
- Gemma Holt NoneForty feels like a lot, to be fair. We've only got a handful really using it at the moment. Which is why I want customer service on, so we actually use what we pay for.
- Hamza Akhtar NoneAnd it's growing. More people have been active in the last few weeks than before. Kelly, who from your team do you want to invite first?
- Kelly Sharpe NoneProbably two of the team leaders. They're the ones logging and chasing. And one of our newer people, she's very quick on systems.
- Hamza Akhtar NoneGood. Send me their names and I'll get them set up. Now let me show you one more thing, the dashboards builder, because it's part of your plan and nobody's touched it yet.
- Gemma Holt NoneI've not touched it, no. I was a bit scared of it.
- Hamza Akhtar NoneIt's less scary than it looks. A dashboard is a few pages' worth of charts on one screen, with filters at the top. Retailer, site, date. You'd want one for your Monday meeting, Kelly.
- Kelly Sharpe NoneYes, that's exactly it. One screen, so I'm not flicking between things.
- Hamza Akhtar NoneLet's make one. Pull in the chart you just made. Then add the late-delivery one. And a third, the complaints that aren't resolved yet.
- Kelly Sharpe NoneI've done three. It's looking like a proper report.
- Gemma Holt NoneThat's better than what I put in front of the leadership team. Can you send me that when you've finished? I'd like to steal it.
- Kelly Sharpe NoneOf course. You can have it.
- Hamza Akhtar NoneWhile we're here, a word on filters. Click the retailer filter and pick just one.
- Kelly Sharpe NoneOh nice, everything changed together.
- Hamza Akhtar NoneThat's the trick. So when a retailer calls, you filter once and everything you see is about them.
- Kelly Sharpe NoneThat, honestly, that would have saved me a Friday last month.
- Gemma Holt NoneEveryone's had that Friday.
- Hamza Akhtar NoneRight. A few practical things so it keeps working. One, if an answer looks wrong, tell me or Amara, don't just ignore it. Usually it's a data issue we can fix. Two, if you change something in the helpdesk, like renaming categories, tell us before, not after, otherwise the brain's categories and yours drift apart.
- Kelly Sharpe NoneWe might rename some categories actually. We've got far too many. Is that a problem?
- Hamza Akhtar NoneNot a problem, just a heads-up. We'd adjust the mapping so your history still lines up with the new names.
- Kelly Sharpe NoneOkay. I'll tell you before I do it. Probably in a couple of weeks.
- Hamza Akhtar NonePerfect. Let me give you a minute. Kelly, I'd like you to try three questions by yourself, ones you'd really ask on a normal day. Gemma and I will keep quiet.
- Kelly Sharpe NoneRight. I asked which complaints had been open the longest. It gave me a list, and the top one I didn't know about.
- Gemma Holt NoneOoh. Which one?
- Kelly Sharpe NoneA store complaint that was logged against the wrong category, so nobody was looking. I'll chase it today.
- Hamza Akhtar NoneThat's a real win, and you found it in about a minute. Write that one down, it's a good story for your team.
- Gemma Holt NoneAnd it's exactly the sort of thing a retailer would find before we do. Can we get that kind of check running every week, without someone having to remember?
- Hamza Akhtar NoneYes. That's a page with a block for oldest open complaints, and you look at it on Monday. We'll put it on the dashboard Kelly just built.
- Kelly Sharpe NoneAdd it, yes please. I'll do it now, while you're here.
- Kelly Sharpe NoneDone. Right. That's in.
- Hamza Akhtar NoneBrilliant. We've done most of what I planned, so let me recap and then we can use the rest of the time for whatever you want to try. You can chat and search, you've built a page, you've built a dashboard, and you know where the sources are.
- Gemma Holt NoneCan I ask something slightly different? What do I do about the retailer review in a couple of weeks? I'd like to build the whole pack from the brain, not from my spreadsheets.
- Hamza Akhtar NoneLet's work that through now then, since you're both here. What does the review normally cover?
- Gemma Holt NoneSales against plan, complaints and how fast we dealt with them, delivery performance, and anything they've flagged on quality. The buyer always asks about the complaints. Always.
- Hamza Akhtar NoneThen Kelly's dashboard covers a big chunk of it already. Sales against plan comes from the orders, delivery performance from the same extract. Let's build a review page that reuses her blocks and adds the sales view.
- Gemma Holt NoneThat's coming together. I can't believe the order volumes are already there, by retailer.
- Hamza Akhtar NoneThat's from the extract finance send. It refreshes overnight, so on the morning of the review it's yesterday's position. If you need today's, tell me and we'll talk about it.
- Gemma Holt NoneYesterday's is plenty. They've never asked for same-day.
- Kelly Sharpe NoneCan I ask a possibly daft question? When we've got a complaint where the retailer says one thing and our records say another, does the brain pick a side?
- Hamza Akhtar NoneNot a daft question at all. No, it doesn't pick. It shows you both, with the sources, and you decide. It's there to put the evidence in front of you, not to settle the argument.
- Kelly Sharpe NoneGood. I'd be nervous if it did.
- Gemma Holt NoneSame. Right, I think I've got what I need for the pack. Hamza, thank you. This has been the best use of an afternoon in ages.
- Hamza Akhtar NoneGlad to hear it. Let's use the remaining time on any questions. Kelly, anything from your side that worries you about the team using it?
- Kelly Sharpe NoneHonestly, mostly that they'll think it's another thing to check. They've got the helpdesk, they've got the email, they've got the spreadsheets. If it's not quicker than what they do now they won't bother.
- Hamza Akhtar NoneThat's the most useful thing you could say. My suggestion is don't ask them to use it for everything. Pick one job, the Monday complaints review, and make it the way that job is done. Once it's habit for one thing, the rest follows.
- Gemma Holt NoneThat's what happened with the account managers. One of them started with the retailer review and within a fortnight they were all in there, asking about everything.
- Kelly Sharpe NoneOkay. That's doable. Monday review, one job. I'll tell them it replaces the spreadsheet, rather than sitting next to it.
- Hamza Akhtar NoneJust give it a week or two before you retire the spreadsheet, so you've compared the two. Then it's your decision, with evidence.
- Kelly Sharpe NoneFair.
- Hamza Akhtar NoneSo next steps. I'll send a short written guide today, with what we covered and the three questions to try first. Kelly, you send me the list of names to invite, and the categories you're planning to rename. Gemma, you and Kelly pull together the response-time promises by retailer.
- Gemma Holt NoneYes. I'll sit down with Kelly tomorrow and do that. Keep it quick.
- Kelly Sharpe NoneTomorrow works. I'll bring the contracts I've got.
- Hamza Akhtar NoneAnd I'll check in with both of you in a couple of weeks to see how the team are getting on, and whether the review pack held up.
- Gemma Holt NonePerfect. Thanks Hamza. Cheers.
- Kelly Sharpe NoneThank you, that was genuinely helpful. Talk soon.
- Hamza Akhtar NoneThanks both, speak soon. Bye.
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