Harrowden Foods / B-Brain – Training
Callcompleted
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 26Who was there
B-Brain
Them
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.