Carnmoor Fleet Leasing / BB-Demo – Onboarding
Callcompleted
Carnmoor Fleet Leasing · 2025-12-30 14:30
Gemma Thorne joined Kofi Asamoah and Hamza Akhtar to agree source order, owners and a pilot on two client reviews. Only Kofi has logged in so far, and the leasing load is flat over the holiday.
What was said
What this says
Current to 13 Oct 26Gemma Thorne joined Kofi Asamoah and Hamza Akhtar to agree source order, owners and a pilot on two client reviews. Only Kofi has logged in so far, and the leasing load is flat over the holiday.
What happened: Hamza walked through the Growth connector plan with Gemma Thorne and Kofi Asamoah. The leasing system is live and the CRM and helpdesk follow in the first week back in January.
Customer view: Gemma wants to know whether the brain can help prepare client reviews in the new year. She said she would rather wait a week than have account managers decide on day one that it does not work.
Commercial: Hamza stated the order form price as forty-one thousand eight hundred pounds a year and said it matches what has been invoiced. Forty licences sit unused beyond Kofi, so the two-client pilot is the route to adoption.
Watch: Helpdesk ticket categories are inconsistent, and the client mapping must not change without Gemma knowing. Remarketing is the team Gemma is least sure about.
Themes
Current to 9 Oct 26Theme
Pilot reviews and source order
Importance
neutral
Sentiment
positive
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Gemma Thorne to pick the two pilot clients, the pilot group and the CRM and helpdesk owners.
- Hamza Akhtar to send the finance note and a dated checklist for CRM and helpdesk.
- Kofi Asamoah to map the two pilot clients first and tell Gemma before any mapping change.
Risks
Current to 9 Oct 26- Only one login exists, so adoption has not started and value is unproven.
- Inconsistent helpdesk ticket tags could make the service desk data hard to trust.
- Remarketing is the team Gemma is least sure about.
Opportunities
Current to 9 Oct 26- Two long-standing corporate fleets give a safe pilot for client review preparation.
- A successful pilot could spread use across the three planned teams on Growth.
Transcript
Hamza Akhtar NoneHello, can you both hear me all right?
Gemma Thorne NoneLoud and clear. Afternoon, Hamza.
Kofi Asamoah NoneAfternoon. Sorry, just getting the camera to behave. There we go.- Hamza Akhtar NoneNo problem at all. Afternoon both. Is it business as usual this week, or have you managed to switch off a bit?
- Gemma Thorne NoneMostly business as usual. The service desk never really stops, people's cars still break down over Christmas. But the account managers are thin on the ground, which is why I said let's do this now rather than January.
- Kofi Asamoah NoneSame on my side. Half the building's empty, so I've actually had time to look at the thing properly. I'll start with the open tickets, if that's all right. There aren't any. Nothing raised, nothing waiting.
- Hamza Akhtar NoneGood, that's the way I like it at this stage. Though I'll be honest, with only one person in so far, quiet isn't a surprise. Kofi, you're the only login I can see.
- Kofi Asamoah NoneYeah, that's me. I wanted to get the first source wired in and understand what it was doing before I let anyone else loose on it. I didn't want Gemma's team opening it and finding half a client list.
- Gemma Thorne NoneWhich I appreciate, to be fair. I'd rather wait a week than have the account managers decide on day one that it doesn't work.
- Hamza Akhtar NoneRight, so here's what I'd like to get out of the next forty-odd minutes. One, agree which sources go in and in what order. Two, who owns each one on your side. Three, what a good first month looks like, so we know we've got value out of it and not just data sitting there. Does that work?
- Gemma Thorne NoneThat works. Can I add one? I've got a couple of client reviews coming up in the new year and I'd love to know whether the brain can be part of preparing them. Not promising anyone anything yet, I just want to know what's realistic.
- Hamza Akhtar NoneYes, absolutely, we'll come back to that at the end. Let me share my screen so we can look at the connector plan. Can you see it?
- Kofi Asamoah NoneI can see it. It's a bit small. Ah, that's better.
- Hamza Akhtar NoneSo you're on Growth, forty licensed users, and the order form is forty-one thousand eight hundred pounds a year. That's the annual figure, and it matches what's been invoiced, so nothing odd there. Growth gives you room for several teams, and the plan I've drafted has three: corporate account managers, the driver service desk and remarketing.
- Gemma Thorne NoneThat's the right three. Remarketing is the one I'm least sure about, they're a bit of a separate world. But the idea was always that someone selling a returned vehicle can see what the client's fleet looked like and what the queries were.
- Hamza Akhtar NoneThat's the pitch, yes. And it's why I'd put them last, so we don't stretch ourselves. Kofi, which source did you wire in first?
- Kofi Asamoah NoneThe leasing system. Contracts, vehicles, the client list. It's the one everything else hangs off, so I figured if the client list is wrong there, it's wrong everywhere.
- Hamza Akhtar NoneSensible. And how did the first load go?
- Kofi Asamoah NoneIt completed. I'll check last night's load to be sure, give me a second. Yes, finished well before seven, no errors in the log. Records are flat though, which you'd expect, nothing's changed in the source since the weekend.
- Hamza Akhtar NoneThat's fine, flat over the holiday is normal. The thing I'd watch is if it's flat when you know the business has been busy. We'll get you a view for that.
- Gemma Thorne NoneCan I ask a dumb question? When Kofi says the client list, is that the same list the account managers use? Because I know they keep their own spreadsheets, and I know the names don't always match what finance has.
- Kofi Asamoah NoneNot dumb, it's the main one. The short answer is not always. Some clients are a parent company in the leasing system and three or four trading names in the CRM. Which source is that from, depends who you ask. That's a mapping question, not a bug. We just need to decide which name wins.
- Hamza Akhtar NoneExactly, and that's the single most useful thing we can do in the first fortnight. Pick one identifier per client, normally whatever the leasing system calls it, and map everything else to that. Then every question the brain answers is about the same client.
- Gemma Thorne NoneWhich client, which fleet. That's what I always end up asking. A review goes wrong when the account manager has one fleet in mind and the service desk is talking about another.
- Kofi Asamoah NoneRight, so I'd want to do that mapping on my own first, with a small set of clients, and tell Gemma before anything changes. I don't want names moving under people's feet.
- Gemma Thorne NoneYes please. Tell me before, not after.
- Hamza Akhtar NoneAgreed, I'll write that into the plan as a rule: no mapping change without Gemma knowing. Now, order of connectors. My suggestion is the leasing system, then the CRM, then the helpdesk for the service desk, then the accounting system, then email and the call recorder if you want them. Does anything there make you nervous?
- Kofi Asamoah NoneThe helpdesk, a bit. Not the connection, that should be straightforward. It's that the ticket categories are a mess. Some agents tag by client, some by vehicle, some just type free text. The brain will faithfully index all of it.
- Gemma Thorne NoneI know, I know. I did the service desk for years, I'm the one who told them to be creative with the tags. We can tidy that. Let's get the service desk in on this, because they'll know what the categories actually mean in practice.
- Hamza Akhtar NoneThat would be ideal. You don't need to fix the history. A short list of categories going forward, plus the brain can handle the old free text reasonably well. What I'd avoid is a big clean-up project before go-live.
- Kofi Asamoah NoneAgreed. I've got enough spreadsheets I'd like to retire without creating a new one called tag clean-up.
- Hamza Akhtar NoneHa, yes. Fewer spreadsheets is the aim. Okay, ownership. For each source I need a named person on your side who can answer when the data looks odd. Kofi, I assume you for the leasing system?
- Kofi Asamoah NoneFor the data, yes. For the business meaning, I'd want someone in operations. I'll find out who, I don't want to name a person on their behalf.
- Hamza Akhtar NoneFair enough. By role is fine for now. Gemma, the CRM and helpdesk?
- Gemma Thorne NoneI'd say a colleague in the account management team for the CRM, and one of the service desk team leaders for the helpdesk. I'll confirm who in the next day or two. What did the client actually see, that's my test. If the owner can answer that, they're the right person.
- Hamza Akhtar NoneGood test, I might steal that. And finance for the accounting system, I'd assume?
- Kofi Asamoah NoneYes, our finance team. They'll want to know exactly what's being read. Read-only, I take it?
- Hamza Akhtar NoneRead-only, and it all runs inside your own Snowflake account, so the data doesn't leave your environment. I can send a one-page note on that which finance can look at. It tends to answer the first three questions they ask.
- Kofi Asamoah NoneThat'd help. Send it to me and I'll pass it on with the context.
- Gemma Thorne NoneCan I come back to users for a second? Forty licences sounds a lot when only one person's logged in. How do you normally bring a team on without it going flat after the first week?
- Hamza Akhtar NoneGood question. What tends to work is a small group first, and a real task. Not a general demo, but, say, three or four people preparing an actual client review using it. If they come back and say it saved them an hour, they tell the others. If it's a training session with no task, it fades.
- Gemma Thorne NoneSo pick the reviews first, then the people.
- Hamza Akhtar NoneExactly that. Two clients, I'd say, and ones where you already know the answer, so you can check the brain against what you'd have put together by hand.
- Gemma Thorne NoneRight. I'd never give a client a report I hadn't seen myself, so that's a nice safe way to do it. I'll pick two corporate fleets that Carnmoor has had for a long while. Ones where the account manager knows them inside out.
- Kofi Asamoah NoneAnd I'll make sure those two are mapped properly first. If they're wrong, nobody will trust the rest.
- Hamza Akhtar NonePerfect. So to recap what we've agreed. Leasing system is live, I'll prepare the CRM connection, you'll give me a read-only access route for it, and we agree the client mapping rule before the helpdesk goes in. Gemma picks the two clients and the pilot group. I send the finance note and a checklist. Have I missed anything?
- Kofi Asamoah NoneOnly that I'd like a date for the helpdesk, so I can tell the service desk when to expect a bit of noise in the logs.
- Hamza Akhtar NoneI'll put dates in the checklist, first week back in January for the CRM, the helpdesk straight after once the mapping is settled. And if something slips, I'll tell you rather than you finding out from the log. Amara will be in the loop on adoption as your customer success manager, and Sophie's across the commercial side, so if anything about the contract comes up, it goes to her.
- Gemma Thorne NoneGood. Anything I need to be doing over the break?
- Hamza Akhtar NoneHonestly, no. Pick the two clients and the owners when you're back. Enjoy what's left of the week.
- Gemma Thorne NoneThanks, Hamza. Speak in the new year.
- Kofi Asamoah NoneCheers, all. I'll look at last night's load again tomorrow and let you know if anything changes.
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