Carnmoor Fleet Leasing / BG-Demo – Onboarding
Callcompleted
Carnmoor Fleet Leasing · 15 Dec 2025 13:45
Onboarding call on 15 Dec 2025 with Gemma Thorne and Kofi Asamoah. Connector order and client mapping ownership agreed. One person is logging in against forty licensed users. Add-ons were raised as a possibility.
What was said
What this says
As at Fri 9 Oct 2026Onboarding call on 15 Dec 2025 with Gemma Thorne and Kofi Asamoah. Connector order and client mapping ownership agreed. One person is logging in against forty licensed users. Add-ons were raised as a possibility.
What happened: Onboarding held on 15 Dec 2025 with Hamza Akhtar, Gemma Thorne and Kofi Asamoah. They agreed the leasing system and CRM connect first, active contracts only, then the helpdesk and accounting.
Customer view: Gemma wants invoices, fleet and queries in one place so she can answer clients in a review. She will not show a client anything she has not seen first.
Commercial: Gemma asked whether more users or connectors are possible and was told add-ons exist. She did not ask for a price and would take it to her director.
Watch: One client can be several accounts in the leasing system, so the mapping needs care. Only one person is logging in so far, and finance contacts are unclear.
Themes
As at Fri 9 Oct 2026Theme
Onboarding connector plan
Importance
neutral
Sentiment
positive
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Kofi Asamoah sends the access request to IT, then the populated CRM fields list and the side-by-side client sheet.
- Gemma Thorne speaks to the service desk lead and names the first group of account managers.
- Hamza Akhtar sends the IT note, connector plan and owners list, and books a half-hour check-in for the following week.
Risks
As at Fri 9 Oct 2026- Client mapping between the CRM and leasing system is unresolved and could cause duplicates or lost records.
- Only one person is logging in so far, so adoption depends on the pilot group being chosen well.
- The owner of accounting access is not yet known and Gemma Thorne said there is change in finance.
Opportunities
As at Fri 9 Oct 2026- Gemma Thorne asked about more users or connectors, which could lead to an add-on conversation once usage is proven.
- Remarketing is parked as phase two and already has a connector slot.
Transcript
Hamza AkhtarHello, can you hear me all right? I've got a little echo on my side.
Gemma ThorneLoud and clear. Afternoon, Hamza.
Kofi AsamoahAfternoon. Yeah, fine here too. Give me a second, I'm just moving to the room with the better connection.- Hamza AkhtarNo rush. Honestly the echo's gone now, I think it was my headset. Right, welcome both. This is the onboarding call, so the point is to agree what we connect first, who owns what on your side, and what the next couple of weeks look like. Does that sound about right?
- Gemma ThorneThat's what I was hoping for. I'll be honest, I'm in the middle of preparing a client review for one of our bigger corporate fleets, so I'm a bit distracted. It's the usual thing. I've got three different spreadsheets open and none of them quite agree.
- Hamza AkhtarWhich is exactly the problem we're here to fix, so that's a good place to start. Which client is it, if you can say?
- Gemma ThorneI'd rather not name them on a recording, but it's one of the larger ones. Vehicles on the contract, the queries the driver service desk have logged, and then the invoices. Three views, three owners, and I rebuild it by hand every time.
- Kofi AsamoahAnd the numbers don't match because the client list isn't the same in each place. That's my theory anyway. I haven't proved it.
- Hamza AkhtarOkay, that's useful, and we'll come back to it, because the client list is where I'd start. Kofi, normally you open with the open tickets, I'm told. Is there anything outstanding?
- Kofi AsamoahHa. Nothing at all, actually. No tickets, nothing raised. Which is a bit suspicious for a new system, but I think it's because I'm the only one in there so far and I haven't broken anything yet.
- Hamza AkhtarThat's about right for this stage. You've got forty licensed users on Growth and one person logging in, so we're a long way from a crowd. That's what the next few weeks are for.
- Gemma ThorneForty feels like a lot when I look at it that way. We won't fill it on day one.
- Hamza AkhtarNo, and you shouldn't try. It's better to get a small group asking real questions on trustworthy data than forty people looking at something half-loaded. Can I just recap what's been signed, so we're all working from the same page?
- Gemma ThornePlease, yes.
- Hamza AkhtarSo you're on Growth, forty users, and the order form shows forty-one thousand eight hundred a year. That's the annual subscription. The implementation is a separate fixed fee, which is what I'm here to deliver. Growth implementation runs about eight weeks, and Sophie and Amara have both been across the commercial side.
- Gemma ThorneRight. Sophie did the order form with us. Amara's the customer success contact, is that right? I've only met her once.
- Hamza AkhtarThat's right. Amara picks up once we're live and keeps an eye on adoption, the reviews and so on. Sophie stays on the commercial side. For the next eight weeks, you've got me.
- Kofi AsamoahGood. Can I ask the boring question first? Where does it all physically run? I know it's in our Snowflake account, but I need to tell our IT people what to expect.
- Hamza AkhtarNot boring at all, it's the first thing to sort. Everything is built and run inside your own Snowflake account, so your data doesn't leave it. We'll need a role and a warehouse set aside for us, and someone on your side with the rights to grant that. Is that you or IT?
- Kofi AsamoahIt'd be a colleague in IT who actually grants it. I can write the request, but I can't approve it myself. Which is probably sensible.
- Hamza AkhtarVery sensible. I'll send you a short note of exactly what we need, so you can pass it on without translating. Roughly a role, a warehouse sized small to start, and a schema for the brain's own tables. Nothing exotic.
- Kofi AsamoahOkay. Send it over and I'll get it in front of them this week. I don't think it's a long approval, but I'd rather not promise.
- Gemma ThorneCan I jump in? Sorry. Before we get into the technical bits, what's the first thing I'll actually be able to do? Because I've got people asking me when they can stop using the spreadsheets.
- Hamza AkhtarFair. The honest answer is that it depends on the order we connect things. If we get the leasing system and the client list in first, you'll be able to ask for a client and see its fleet, correctly attributed. Then the helpdesk goes in and you can see the queries beside it. Then the accounting system and the invoices.
- Gemma ThorneSo the client picture builds up in layers.
- Hamza AkhtarExactly. And each layer you can check against what you already know before we add the next.
- Kofi AsamoahWhich I like, because then if something looks off I know which source it came from. Which source is that from, is basically my first question every time.
- Hamza AkhtarRight, and the brain keeps that visible, so you can always trace an answer back. Okay, let me share my screen and show you the list I've drafted. Tell me if anything's missing.
- Gemma ThorneGo for it.
- Hamza AkhtarCan you see that? It's the connector plan. Growth includes eight connectors, so we've got room, but I'd suggest we don't fill them all straight away. From what Sophie captured, I've got the leasing system, your CRM, the helpdesk, and the accounting system as the four to start with. Then room for remarketing and perhaps two more later.
- Kofi AsamoahYeah, I can see it. That's close to what I'd have written. The only thing is the leasing system. It's the one that matters most and also the one where I'd be most careful.
- Hamza AkhtarGo on, why careful?
- Kofi AsamoahBecause the way clients are recorded there isn't always the way the CRM records them. A corporate customer can be one account in the CRM and several in the leasing system, one per fleet or per contract. So when you join them, you can get duplicates or you can lose some. That's a mapping question, not a bug, but it needs to be done properly.
- Gemma ThorneThat's the thing that bites me every time. Which client, which fleet? Because the account manager thinks of them as one client and the finance team thinks of them as four.
- Hamza AkhtarRight, that's really helpful, and I'd rather hear it now than in week five. So what we want is one agreed client list, with the fleets and contracts underneath it. Who decides what counts as one client?
- Gemma ThorneMe, in the end, for the account managers' purposes. But Kofi should say what's technically possible, and I'd want the service desk lead to look at it too, because they group things differently again.
- Kofi AsamoahI can put together what we have now. Every client name and every identifier, side by side, in one sheet. Then you can mark up what should be merged.
- Gemma ThorneThat would be brilliant. Though I'd want to see it before anything changes in the system.
- Kofi AsamoahOf course. I won't change a mapping without telling you. That's how it should work.
- Hamza AkhtarAnd that's exactly the right split. Kofi holds the mapping, Gemma signs off what a client means. Can I write that down as the ownership for that piece?
- Gemma ThorneYes. Write that down.
- Hamza AkhtarDone. Okay, next. The helpdesk. Gemma, you mentioned the driver service desk. What do they currently use to record a query, and who looks after it?
- Gemma ThorneTheir ticketing tool, the helpdesk. It's been there a long time. The service desk lead looks after it day to day, and she knows it better than any of us. I'd want her in on the connector, honestly. Let's get the service desk in on this early rather than surprising them.
- Hamza AkhtarI'd agree. It's much smoother if the person who owns the source has seen what we're reading from it. Does she have admin rights to create an access credential for us?
- Kofi AsamoahI think she does for the helpdesk, but I'd want to check. Some of those settings might sit with IT. I'm not going to guess.
- Hamza AkhtarNo, quite right. I'll put it as an open question and we'll confirm it by the next call. What we're after is a read-only access, nothing that can change a ticket.
- Gemma ThorneThat'll help with reassurance. People get nervous when they hear a new tool is connecting to the live desk.
- Hamza AkhtarUnderstandable. It reads, it never writes back. And it's worth saying early to the team, so nobody's wondering.
- Hamza AkhtarOkay, the accounting system next. Who's the contact for that?
- Gemma ThorneThat's our finance team. I don't want to name anyone because there's a bit of change there at the moment, but there's a finance contact who deals with the invoice data. I'd have to find out who the right one is.
- Kofi AsamoahI can ask. I know a couple of people there, so it's quicker if it comes from me. I'll find out who owns the access.
- Hamza AkhtarBrilliant. And what would you hope to see from the invoices once they're in? Because that affects what we pull across.
- Gemma ThorneSo, mainly: what was invoiced to a client, when, and whether it's been paid. Because in a review, the client will say we've overcharged them, or we've not credited something, and I can't answer on the spot. I have to go away and ask.
- Hamza AkhtarSo the invoices beside the fleet and the queries, in one place. That's the whole idea of the Growth package for you.
- Gemma ThorneYes. And remarketing, because they want to see the vehicles coming back at the end of the lease against the client too. But I know that's later.
- Hamza AkhtarIt is, yes. I'd park it as phase two, and I'm happy for it to be on the list now. We've got the connector slot. Who looks after the remarketing data?
- Gemma ThorneThe remarketing lead. I'd bring them into a later call rather than this one.
- Hamza AkhtarThat works. Let me note it. Now, just so I understand where you are on the refresh. Kofi, how do your current loads run? Overnight?
- Kofi AsamoahOvernight, yes. That's how our MI works now. Loads complete before the working day. I'd expect the brain to follow the same pattern, so people come in and it's current.
- Hamza AkhtarThat's how it's set up. The nightly refresh is meant to be complete by seven in the morning your time on business days. If it isn't, you'll see it, and you can raise it with us.
- Kofi AsamoahGood. I'll check last night's load each morning for the first few weeks anyway. It's just a habit.
- Hamza AkhtarHonestly a good habit. Once the first connector's live I'll show you where to look.
- Gemma ThorneCan I ask about people? When do the account managers come in? Because I've told a few of them it's coming, and they're already asking for a date.
- Hamza AkhtarI'd say hold off on a date until the client list is agreed. If they log in too early and the numbers don't match what they know, you lose them, and it's hard to win people back. But I'd like to pick a small group to be first.
- Gemma ThorneHow small?
- Hamza AkhtarThree or four account managers, the service desk lead, and you. People who'll tell us straight when something looks wrong.
- Gemma ThorneI can do that. There are a couple I know will be honest. One of them will probably tell me it's wrong even when it's right.
- Kofi AsamoahThose are the useful ones.
- Gemma ThorneThey are. Annoying, but useful.
- Hamza AkhtarAnd I'd ask them each to bring one real question. Something they'd normally spend an hour on before a client review. Then we test the brain on that, rather than on a demo.
- Gemma ThorneOh, I like that. What did the client actually see? That's the sort of question I'd want it to answer.
- Hamza AkhtarExactly the sort of thing. And if it can't, we learn what's missing, which is just as useful at this stage.
- Kofi AsamoahOne thing I want to flag. Some of our historic data is messy. Older contracts, older client codes that have been retired. I don't want anyone to see that and think the tool's wrong.
- Hamza AkhtarThat's a fair worry and worth saying early. What I'd suggest is we decide how far back to load. You don't have to bring everything over on day one. We can start with active contracts and recent history, and widen it once the mapping's solid.
- Kofi AsamoahI'd prefer that. Active first, then widen. Keeps the first run clean.
- Gemma ThorneThat's fine by me, as long as the corporate fleets we already have are all in. Those are the ones that matter. Keeping those clients is the whole point.
- Hamza AkhtarThey'd be in, being active. Okay. So let me read back what I've got, because I've been writing as we go.
- Hamza AkhtarOne. Kofi sends me the request for the role and warehouse to IT, and I send him the note of what's needed. Two. Kofi builds the side-by-side client list from the leasing system and the CRM, and Gemma marks up what counts as one client. Three. We connect the leasing system and the CRM first, active contracts only. Four. The service desk lead is brought in for the helpdesk connector. Five. Kofi finds out who owns the accounting access. Does that sound right?
- Kofi AsamoahYes. That's it. Can I add one thing? I'd like to see the first load before anyone else does. Just me, just to check it's sensible.
- Hamza AkhtarDefinitely. You'll see it first, and we'll go through it together before it goes near anyone else.
- Gemma ThorneAnd I'd want to see it before I say anything to a client. I never promise a client a report I haven't seen.
- Hamza AkhtarCompletely understood. Nothing goes to a client from this until you're happy with it.
- Gemma ThorneCan I ask about something a bit different? Say in a few months we want more people in than forty, or more systems. What's the position?
- Hamza AkhtarThere are add-ons for additional users and additional connectors, so it's not a wall. But I'd say that's a conversation for Sophie, once you know what you actually need. I don't want to quote you something off the cuff.
- Gemma ThorneFair enough. I'm not asking for a price. I just wanted to know it's possible, because I'd have to take it to my director anyway.
- Hamza AkhtarIt's possible. And the right moment to talk about it is after you've seen what forty users and eight connectors actually does for you.
- Kofi AsamoahRight. Practical question on timing. When do you want the access sorted by? Because if it's this week I need to get on to IT today.
- Hamza AkhtarIdeally this week or early next. The earlier we get the Snowflake side set up, the more room we have in the eight weeks. Nothing's on fire, but I'd rather not lose the first fortnight to waiting.
- Kofi AsamoahOkay. I'll raise it as soon as I have your note. It's a Monday, so I'd expect to hear back in a day or two.
- Hamza AkhtarPerfect. I'll send the note straight after this call. Then you can forward it as it is.
- Gemma ThorneCan we talk about how I'll know it's going well? Because Amara or Sophie will ask me at some point, and I'd like to have an answer.
- Hamza AkhtarGood question. I'd say three things. One, the loads complete every night without you chasing. Two, the client list matches the leasing system, and nobody argues with it. Three, a few real questions get answered that used to take an hour.
- Kofi AsamoahI'd add one. Fewer spreadsheets. If I can retire a couple of the ones I maintain, that's a win for me.
- Gemma ThorneHa, yes. Put that on the list. Fewer spreadsheets.
- Hamza AkhtarFewer spreadsheets, noted. And we'll check those in a call in a couple of weeks, so it isn't just a feeling.
- Kofi AsamoahWhile we're here, can I ask about the CRM side? We have some fields people have added over the years. Free text mostly. Will the brain cope with that?
- Hamza AkhtarIt'll read them. Whether they're useful is another matter. Free text can be hard to count on, so I'd suggest we look at which fields people actually fill in before we map them. Otherwise you bring in noise.
- Kofi AsamoahAgreed. I can pull a list of which ones are populated and how often. It's a quick query.
- Hamza AkhtarThat would be ideal. Then we map what's used and leave the rest for later.
- Gemma ThorneSorry, one more worry, and then I'll stop. The service desk and the account managers sometimes tell clients different things. If the brain shows both, won't that expose it?
- Hamza AkhtarIt might, yes. It'll show what's in each system. But I'd put it the other way. Right now the difference exists and nobody can see it until the client points it out. Seeing it first gives you a chance to sort it.
- Gemma ThorneYes. When you put it like that. And I'd rather find it myself, quietly, with the service desk lead, than in front of a client.
- Kofi AsamoahThat's more of a process point than a data point, though. The data's just the data.
- Gemma ThorneTrue. And I'd never want it to look like I was pointing a finger at the desk. It's two systems that were never designed to agree.
- Hamza AkhtarI'll keep it neutral when we walk the group through. It's about the sources, not the teams.
- Hamza AkhtarLet me look at the calendar. I'd suggest we speak again in about a week, once the access request is with IT and the client list is drafted. Does a similar time work?
- Gemma ThorneSame time next week works for me. Mondays are fine.
- Kofi AsamoahSame here. Could we make it a bit shorter? Half an hour would do if it's just checking progress.
- Hamza AkhtarHalf an hour, yes, I'll send the invite. And if the client list takes longer than a week, we move it, no harm.
- Gemma ThorneIs there anything you need from me before then? Other than marking up the list?
- Hamza AkhtarTwo things. The names of the three or four account managers for the first group, by role is fine if you'd rather not put names in an email. And a word with the service desk lead so she knows we'll be asking her for access.
- Gemma ThorneI can do both. I'll speak to her tomorrow, face to face. It goes down better than an email.
- Hamza AkhtarMuch better. And Kofi, from you, the request to IT, the list of populated CRM fields, and the client sheet.
- Kofi AsamoahYes. The request first, then the fields, then the client sheet. The client sheet will take longest. I'll say a few days, and I'd rather it was right than quick.
- Hamza AkhtarRight is better. I'd never push you on that.
- Hamza AkhtarAnd from my side, you'll get a note of what IT needs, a one-page connector plan with the order we've agreed, and a short list of who owns what. That way there's nothing living only in my head or on a call recording.
- Gemma ThorneI'd like the owners list. I can forward that to my director too, so he knows who's doing what.
- Hamza AkhtarWill do. I'll keep it plain, so it doesn't need explaining.
- Kofi AsamoahOne last practical thing, and I know it's early. When there's a problem, who do I go to? Is it you, or a ticket, or Amara?
- Hamza AkhtarDuring the implementation, come to me directly, that's quickest. Once it's live and you're in normal running, it goes through support in the usual way, and Amara looks after the relationship. I'll make sure that handover's clear before I step back.
- Kofi AsamoahThat's fine. I just want to know where to go when something doesn't load. I'll check last night's load first, then tell you what I see.
- Hamza AkhtarPerfect. And please don't wait. If something looks odd on the first day, tell me, because it's easier to fix early.
- Gemma ThorneI think that's everything from me. I feel a lot better about this than I did an hour ago, and I've still got that review to finish.
- Hamza AkhtarHa, well, hopefully the next one will be a lot less painful. Anything else, either of you, before we wrap up?
- Kofi AsamoahNot from me. I've got what I need to start.
- Hamza AkhtarBrilliant. So to close. You'll have the IT note from me this afternoon, and the connector plan and the owners list by tomorrow. Kofi raises the request, builds the client sheet and the field list. Gemma speaks to the service desk lead and picks the first group. We speak again in a week.
- Gemma ThorneThat's it. Thanks, Hamza, really helpful.
- Kofi AsamoahYes, thanks. Speak next week.
- Hamza AkhtarCheers both. Have a good afternoon, and good luck with the review, Gemma.
- Gemma ThorneI'll need it. Bye for now.
- Kofi AsamoahCheers. Bye.
Callsmade from