B-Brain
Hamza Akhtar

Carnmoor Fleet Leasing / BB-Demo – Onboarding

Callcompleted

Carnmoor Fleet Leasing logo Carnmoor Fleet Leasing · 2026-01-05 10:45

Onboarding call on 5 Jan 2026. Carnmoor agreed four sources in order, named Kofi as day to day owner and a second admin, and wants a client review dashboard. One active user so far and no open tickets.

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What was said

What this says

Current to 13 Oct 26

Onboarding call on 5 Jan 2026. Carnmoor agreed four sources in order, named Kofi as day to day owner and a second admin, and wants a client review dashboard. One active user so far and no open tickets.

What happened: Hamza set out the Growth contract and a four-source plan: leasing system, service desk, CRM, accounting. Kofi will raise the IT request for the leasing service account that day, which is the critical path.

Customer view: Gemma wants one client picture instead of two days of manual rebuilding. She said she is the person pushing this internally and asked for Kofi to be named day to day owner.

Commercial: Growth has eight connectors as a hard limit and 40 users as a soft limit. Four sources leave room, and remarketing is a second wave that may touch the limit.

Watch: Gemma said stale numbers would lose the account managers for good. Hamza told her availability is credited, freshness is not, and the first month end run is the test.

AI · claude-sonnet-5-5 · 13 Oct 2026

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Themes

Current to 9 Oct 26
Theme
Growth onboarding plan
Importance
neutral
Sentiment
positive
Voice
champion
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Who was there

BB-Demo

CRMmade from

Them

CRMmade from

Follow-up

Next steps

Current to 9 Oct 26
  • Hamza Akhtar sends the leasing connector checklist and field list the same afternoon.
  • Kofi Asamoah raises the IT request for the leasing service account straight after the call.
  • Gemma Thorne asks the service desk team lead and writes to finance this week.
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Risks

Current to 9 Oct 26
  • Gemma is the main internal sponsor, so the project stalls if she is pulled elsewhere.
  • Stale data on the heavier month end run could lose the account managers early.
  • Finance may be slow to open the accounting connection, delaying the invoice source.
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Opportunities

Current to 9 Oct 26
  • Remarketing as a second wave and wider rollout beyond the pilot group of five or six could grow connector and user use.
  • A client review dashboard could prove value quickly.
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Transcript

  1. Hamza Akhtar
    Hamza Akhtar None
    Morning, Kofi. Can you hear me all right?
  2. Kofi Asamoah
    Kofi Asamoah None
    Morning, Hamza. Yes, loud and clear. Gemma's just dialling in, I can see her in the lobby.
  3. Gemma Thorne
    Gemma Thorne None
    Sorry, sorry, I'm here. Back to back since half eight and the first week back always feels like a month. Happy new year, both.
  4. Hamza Akhtar
    Hamza Akhtar None
    Happy new year. No rush at all, we've only just started. How was the break?
  5. Gemma Thorne
    Gemma Thorne None
    Short. The service desk doesn't really stop over Christmas, as you can imagine. Drivers get stuck on motorways whether it's a bank holiday or not.
  6. Kofi Asamoah
    Kofi Asamoah None
    Quiet for me, to be honest. I got a couple of days of not looking at load logs, which is as good as it gets.
  7. Hamza Akhtar
    Hamza Akhtar None
    Ha, fair. Right, so thanks for making the time. This is the onboarding call, so the aim is to agree what gets connected first, who owns each source on your side, and what the next couple of weeks look like. I'll share the plan in a minute. Before that, Kofi, I think you normally like to start with anything open?
  8. Kofi Asamoah
    Kofi Asamoah None
    Yes, I do. Open tickets: there aren't any. Nothing raised with you since we signed, nothing outstanding. I've logged in a few times and had a poke around the pages, but that's me on my own, really.
  9. Hamza Akhtar
    Hamza Akhtar None
    Which fits what I can see. You're the one active user at the moment, which is completely normal for this stage. Nobody else has been invited yet.
  10. Gemma Thorne
    Gemma Thorne None
    That's partly me. I wanted to see something sensible before I put it in front of the account managers. If the first thing they see is a half empty client list they'll go straight back to their spreadsheets.
  11. Hamza Akhtar
    Hamza Akhtar None
    That's the right instinct. Honestly, I'd rather we get two or three sources loading cleanly every night than invite everyone and have them find gaps.
  12. Gemma Thorne
    Gemma Thorne None
    Good. Can I say what I'm trying to get to, so you know what I'm aiming at? I'm preparing the review for one of our larger corporate clients, it's in a few weeks, and at the moment the account manager is rebuilding that client's picture by hand. Fleet size, open queries from the service desk, what's been invoiced, what's coming up for remarketing. It takes the best part of two days.
  13. Hamza Akhtar
    Hamza Akhtar None
    And the picture isn't always the same depending on who built it.
  14. Gemma Thorne
    Gemma Thorne None
    Exactly that. The service desk number for queries and the account manager number never quite agree. Then the client says, what did you actually tell us last time, and we're arguing about our own figures in front of them.
  15. Kofi Asamoah
    Kofi Asamoah None
    Which is why I keep going back to the client list. If we don't have one list that matches the leasing system, everything on top of it is shaky.
  16. Hamza Akhtar
    Hamza Akhtar None
    Agreed, and that's where I'd start. Let me share my screen so you can see how I've laid it out. Can you see that?
  17. Gemma Thorne
    Gemma Thorne None
    Yes, I can see it.
  18. Kofi Asamoah
    Kofi Asamoah None
    Yes. A bit small, but readable.
  19. Hamza Akhtar
    Hamza Akhtar None
    I'll bump it up. So, the contract first, just so we're all reading from the same page. You're on Growth, forty licensed users, £41,800 a year, and the order form allows up to eight connectors. Implementation is the fixed fee, eight weeks, and we're a month in from signing on the second of December, so we're a little ahead of where I'd normally be on the plan.
  20. Gemma Thorne
    Gemma Thorne None
    Right. And that eight is a hard limit, is it? Not a guideline?
  21. Hamza Akhtar
    Hamza Akhtar None
    The connectors are the hard limit, yes. Users are softer. If you go over forty we'd have a conversation with Sophie about extra users rather than switching anyone off. But connectors, once you've got eight configured, you'd need the add-on for more.
  22. Gemma Thorne
    Gemma Thorne None
    Okay. I'd rather know now than find out in March.
  23. Kofi Asamoah
    Kofi Asamoah None
    So I should be a bit careful what I spend them on. Which source is first on your list?
  24. Hamza Akhtar
    Hamza Akhtar None
    The leasing system, for exactly the reason you gave. That's the spine: clients, fleets, contracts, vehicles. Everything else hangs off it. After that I'd suggest the service desk system, then your CRM, then the accounting system for invoices. That's four, which leaves you room for the rest.
  25. Gemma Thorne
    Gemma Thorne None
    What's the rest, in your mind? Because remarketing is the one that always gets forgotten.
  26. Hamza Akhtar
    Hamza Akhtar None
    I wouldn't forget it, it's in your profile as one of the three teams. But I'd treat it as a second wave. It tends to live in a different place with different owners, and I'd like to see how the first four behave before we add more.
  27. Kofi Asamoah
    Kofi Asamoah None
    That's sensible. Remarketing keeps a lot of it in spreadsheets, so that's a mapping job as much as a connector job.
  28. Hamza Akhtar
    Hamza Akhtar None
    Right, which is partly why I'd keep it separate. Let's go source by source. Leasing system: Kofi, who's the technical owner, and who owns the data?
  29. Kofi Asamoah
    Kofi Asamoah None
    Technical owner is me for the extract. I already pull a nightly file out of it for MI, so I know the shape of it. Data ownership is a different question. Client master data sits with the contracts team, and they're careful about anything that changes a client name or a fleet grouping.
  30. Hamza Akhtar
    Hamza Akhtar None
    That's useful. So when two records look like the same client, you'd want them to say which one is right.
  31. Kofi Asamoah
    Kofi Asamoah None
    Yes. And there are a few. Parent companies and subsidiaries, same client under two names from an old merger. I won't merge anything on my own. That's a mapping question, not a bug, but it does need someone to decide.
  32. Gemma Thorne
    Gemma Thorne None
    Which client, which fleet? That's the question I get every time. Same corporate group, three fleets with three different contract dates, and the account manager has to remember which one the driver is on.
  33. Hamza Akhtar
    Hamza Akhtar None
    Then I'd like the brain to hold the group and the fleets as separate levels, and match the service desk tickets to the fleet rather than just the client. Does the service desk record the fleet at the moment?
  34. Gemma Thorne
    Gemma Thorne None
    Sometimes. Honestly, sometimes. It's meant to be mandatory but the agents are under pressure and they pick whatever lets them close the call. I'm not going to say that's the desk's fault, it's how the form is built.
  35. Kofi Asamoah
    Kofi Asamoah None
    I can check how often it's filled in. I'll check last night's load and count the tickets with a blank fleet field. I don't want to guess at a number.
  36. Hamza Akhtar
    Hamza Akhtar None
    That would help a lot, thanks. If it's mostly populated, we match on it. If it isn't, we match on the vehicle or the driver reference and I'll show you the fallback.
  37. Gemma Thorne
    Gemma Thorne None
    Let's get the service desk in on this. I don't want to design around them. Their team lead should be on the next call, or at least on a short one of her own.
  38. Hamza Akhtar
    Hamza Akhtar None
    Happy to do a separate half hour with her. Would you nominate her, or would you rather I ask?
  39. Gemma Thorne
    Gemma Thorne None
    I'll ask her. Coming from you it'll sound like a project, coming from me it's just a favour.
  40. Hamza Akhtar
    Hamza Akhtar None
    Fine by me. Now access. For the leasing system I'll need a read only service account, and the connection goes into your Snowflake account, so it's your people who control what lands. Kofi, is that something you can provision, or does it go to IT?
  41. Kofi Asamoah
    Kofi Asamoah None
    The Snowflake side I can do. The service account on the leasing system itself goes through a colleague in IT, and they have a change window. Usually about a week if I raise it today.
  42. Hamza Akhtar
    Hamza Akhtar None
    Then raise it today, if you can. That's the thing on the critical path. Everything else can move around it.
  43. Kofi Asamoah
    Kofi Asamoah None
    I'll do it straight after this. Do you have wording for the request, so I'm not making it up?
  44. Hamza Akhtar
    Hamza Akhtar None
    I'll send you a short checklist this afternoon, with exactly what permissions, which tables, and what the nightly window needs to be. You can paste it into the request.
  45. Kofi Asamoah
    Kofi Asamoah None
    Perfect. Which window were you thinking?
  46. Hamza Akhtar
    Hamza Akhtar None
    The nightly refresh needs to finish by 07:00 your time on business days, that's the commitment on every tier. So the extract from the leasing system has to be ready well before that. If your own MI job finishes at, say, the small hours, we're fine. If it runs until six, we have a problem.
  47. Kofi Asamoah
    Kofi Asamoah None
    It finishes comfortably before that. But there's the month end run, which is heavier. I'd want to see how that behaves before I say it's fine every night.
  48. Hamza Akhtar
    Hamza Akhtar None
    Good, that's exactly the kind of thing to flag. We'll watch the first month end together. I'd rather find it in a test than have Gemma's account managers open the brain on the first of the month and see yesterday's numbers.
  49. Gemma Thorne
    Gemma Thorne None
    Please. If they see stale numbers once, I won't get them back.
  50. Hamza Akhtar
    Hamza Akhtar None
    Understood. Okay, service desk system. Gemma, who owns that on your side?
  51. Gemma Thorne
    Gemma Thorne None
    Me, ultimately, and the team lead for the day to day. Kofi does the technical bit again, I assume.
  52. Kofi Asamoah
    Kofi Asamoah None
    I'd be the admin on it, yes. I'd want to see the ticket fields we'd bring in before I say yes. Some of them have customer details that drivers typed in, and I'd like to be sure we're not pulling anything we shouldn't.
  53. Hamza Akhtar
    Hamza Akhtar None
    Right, and that's your call. We'd bring in what's useful for the client picture: the category, the status, timestamps, fleet and client. Free text we can leave out in the first pass and add later if you want it. I'd rather start narrow.
  54. Gemma Thorne
    Gemma Thorne None
    I think narrow is right. What did the client actually see? That's what I want to be able to answer. Not what the driver said in anger at nine in the evening.
  55. Hamza Akhtar
    Hamza Akhtar None
    Ha. Yes. Status, dates, and who it was resolved by is the bulk of that answer.
  56. Kofi Asamoah
    Kofi Asamoah None
    Then the CRM. Same story: Gemma's account managers own the content, I own the connection. The thing I worry about there is the client name. It's typed in by hand and it won't match the leasing system exactly.
  57. Hamza Akhtar
    Hamza Akhtar None
    That's the classic one. We'll key on the client reference where there is one, and use name matching only as a fallback, and I'll give you a list of every match we weren't sure about. You and the contracts team decide, and the brain doesn't guess.
  58. Kofi Asamoah
    Kofi Asamoah None
    That I like. I never change a mapping without telling Gemma, so a list I can sit down with is exactly the right shape.
  59. Gemma Thorne
    Gemma Thorne None
    And I'd rather see the list before anyone changes anything, yes. Because if a client name changes in the brain and the account manager's own file still says the old one, we'll get a very confusing review.
  60. Hamza Akhtar
    Hamza Akhtar None
    Understood. Nothing is renamed at source, and nothing changes in the brain's view without your say so. Right, the accounting system. Who looks after that?
  61. Gemma Thorne
    Gemma Thorne None
    Finance. I don't own that one at all. Kofi has a contact there for the invoice extract.
  62. Kofi Asamoah
    Kofi Asamoah None
    I do. They already send me a monthly file. Whether they'd let me have a live connection is a different conversation. I'd want to ask them nicely, and it might need Gemma to back me.
  63. Gemma Thorne
    Gemma Thorne None
    Of course. Tell me who and I'll send a note. I'd just want it clear it's invoices by client and fleet, nothing about payroll or anything else.
  64. Hamza Akhtar
    Hamza Akhtar None
    Absolutely, and I can put that scope in writing so finance can see exactly what's read. Invoices and payments by client, and that's all.
  65. Kofi Asamoah
    Kofi Asamoah None
    If it helps, I'll say it's the same as the file they send me now, just without the manual step.
  66. Hamza Akhtar
    Hamza Akhtar None
    That's a good way to put it. Okay, so that's four sources, four owners. Let me say it back and you tell me what I've got wrong. Leasing system first, Kofi technical, contracts team on the client master. Service desk second, Gemma and her team lead. CRM third, account managers own the content. Accounting fourth, finance, with Gemma's note to open the door.
  67. Gemma Thorne
    Gemma Thorne None
    That's it. I'd just swap the order of the last two if finance are slow. The CRM is in my own area, we can move quickly there.
  68. Hamza Akhtar
    Hamza Akhtar None
    Fine. I'll keep the order flexible. Whichever has access first goes first.
  69. Kofi Asamoah
    Kofi Asamoah None
    Can I ask about the dashboards? Because Growth includes the builder, doesn't it, and I'd like to know whether that's something I'd be doing, or you.
  70. Hamza Akhtar
    Hamza Akhtar None
    It's included, and it's yours to build with. For the first one I'd sit with you and build it together, so you see how it's done and so it's right. I'd suggest one dashboard for the client review: fleet, open queries, invoices. That's the one Gemma needs.
  71. Gemma Thorne
    Gemma Thorne None
    Yes. One page, one client, and a fleet selector. If I can have that before the review I'll be very happy.
  72. Hamza Akhtar
    Hamza Akhtar None
    I won't promise a date today because it depends on the access. But that's the target, and I'll tell you honestly as soon as I know whether it's tight.
  73. Gemma Thorne
    Gemma Thorne None
    Good. I never promise a client a report I haven't seen, so I'd rather you tell me it's tight than hand me something on the morning.
  74. Hamza Akhtar
    Hamza Akhtar None
    Understood. And we'll keep the review client's data as the first test, so we're not building for an imaginary client.
  75. Kofi Asamoah
    Kofi Asamoah None
    That works for me, it's a good one to use. Big enough to have all the awkward cases.
  76. Gemma Thorne
    Gemma Thorne None
    It has every awkward case. That's why I picked it, honestly.
  77. Hamza Akhtar
    Hamza Akhtar None
    Good. Now users. Forty licences, and today it's one. When do you want to start bringing people in, and who?
  78. Gemma Thorne
    Gemma Thorne None
    Not until the client list is right. Then I'd like a small group first. Two account managers I trust to be honest, one person from the service desk, and then Kofi's own team, whoever's in MI. Maybe five or six people to start.
  79. Hamza Akhtar
    Hamza Akhtar None
    I'd put that in the plan as a pilot. Small group, couple of weeks, you collect what's wrong, we fix it, and then the wider rollout. You can ask questions of it from the start. That's the best measure of whether it's useful.
  80. Kofi Asamoah
    Kofi Asamoah None
    And I'd want to know who's asking what. Not to police it, just so I can see where the data's thin.
  81. Hamza Akhtar
    Hamza Akhtar None
    You'll see that in the admin view. Questions asked, by whom, which sources they touched. It's a good way to spot gaps early.
  82. Gemma Thorne
    Gemma Thorne None
    One thing I should say plainly. I'm the person pushing this internally. If I get pulled onto something else, the brain shouldn't stall. So I'd like Kofi to be properly named as the day to day owner, not just the technical person.
  83. Kofi Asamoah
    Kofi Asamoah None
    I'm happy with that. It's more or less true already.
  84. Hamza Akhtar
    Hamza Akhtar None
    That's sensible, and it's a good thing to say out loud. Can I suggest a second admin as well? Not to do the work, just so there's more than one person who can log in and fix a mapping if Kofi is away.
  85. Kofi Asamoah
    Kofi Asamoah None
    Yes, I've thought about that. One of my analysts, probably. I'll ask her once the first load is running, so she learns it on something real.
  86. Gemma Thorne
    Gemma Thorne None
    Good. Then I stop being a single point of failure and so does he.
  87. Hamza Akhtar
    Hamza Akhtar None
    Exactly. Right, timing. I'll talk in weeks rather than dates, because the access drives it. Week one, access requests and the first extract from the leasing system. Week two, first load, client list reconciled, and the unmatched list to you. Week three, the service desk joining, and the CRM. Week four, accounting if finance have agreed, and the first dashboard.
  88. Kofi Asamoah
    Kofi Asamoah None
    And the pilot group?
  89. Hamza Akhtar
    Hamza Akhtar None
    Starting around week three, once the client list is trusted. Wider rollout after that, and I'd expect remarketing to follow once the first wave is steady.
  90. Gemma Thorne
    Gemma Thorne None
    That fits with the review. Just about. Can we say that if the access slips, the review client gets a hand built version again, and we do not hold up the brain for it?
  91. Hamza Akhtar
    Hamza Akhtar None
    Of course. Don't bet the review on it. If it's ready, great, and if it isn't, you've lost nothing.
  92. Gemma Thorne
    Gemma Thorne None
    Good. I'd rather be safe.
  93. Kofi Asamoah
    Kofi Asamoah None
    One more technical thing. When you say the brain runs in our Snowflake, can I see the tables? I'd like to be able to look at what's landed, myself, with a query, without raising a ticket.
  94. Hamza Akhtar
    Hamza Akhtar None
    Yes. It's your account, so you can see all of it. I'll give you a short note on the table naming so you're not hunting. And if you see something odd in there, tell me before you change it, because some of what's in there is derived.
  95. Kofi Asamoah
    Kofi Asamoah None
    I'd never change it without asking. I'd just look.
  96. Hamza Akhtar
    Hamza Akhtar None
    I know. I'm just saying it so it's said.
  97. Gemma Thorne
    Gemma Thorne None
    Can I ask about support while we're here? If a load fails at two in the morning, who sees it, and who tells us?
  98. Hamza Akhtar
    Hamza Akhtar None
    Good question. Loads are monitored, and a failed one raises an alert on our side and shows in your admin view. On Growth, a priority one ticket gets a first response within one business hour. It's not an out of hours service, so a failure overnight is picked up when the working day starts. Kofi would see it first, probably.
  99. Kofi Asamoah
    Kofi Asamoah None
    Which is how I'd prefer it, really. I'd want to know before the account managers do.
  100. Gemma Thorne
    Gemma Thorne None
    And the other way round, if the numbers look wrong but the load didn't fail? Because that's the one that worries me.
  101. Hamza Akhtar
    Hamza Akhtar None
    That's a separate thing, and it's worth being clear on. A brain can be available and still be answering from stale data. Availability is what's covered for credits on Growth, not freshness. So I'd rather we watch the record counts together in the first weeks, and I'll show Kofi how to spot a source that has gone flat.
  102. Kofi Asamoah
    Kofi Asamoah None
    That I can do. Flat record counts are easy to see once you know where to look.
  103. Gemma Thorne
    Gemma Thorne None
    Okay. I'm glad you said it straight. I'd rather know.
  104. Hamza Akhtar
    Hamza Akhtar None
    I'd always rather say it. Anything else on the plan? Anything you think I've missed?
  105. Gemma Thorne
    Gemma Thorne None
    Training. The account managers aren't technical. I don't want a two hour session on how it works. I want them to know what to type.
  106. Hamza Akhtar
    Hamza Akhtar None
    That's how I'd run it. Short, on their own clients, with real questions. Training is part of the programme, and Amara, your CSM, will pick up the adoption side once I've handed over. Hand over comes at the end of implementation, and she'll set up the regular check-ins.
  107. Gemma Thorne
    Gemma Thorne None
    Good. I know Amara a little already, and Sophie from the sales side. It helps to know who's who.
  108. Hamza Akhtar
    Hamza Akhtar None
    Sophie stays your contact for anything commercial, extra users, extra connectors, that sort of thing. Amara is adoption and renewals. I'm the build, for the next few weeks.
  109. Kofi Asamoah
    Kofi Asamoah None
    That's clear. Three names, three jobs.
  110. Hamza Akhtar
    Hamza Akhtar None
    Right. Let me list what I'm sending, and what I need from you, so we both have it. From me this afternoon: the connector checklist for the leasing system, the narrow field list for the service desk, a note on table naming, and a one page version of this plan. Does that cover it?
  111. Kofi Asamoah
    Kofi Asamoah None
    That's it from my side. From me: the IT request for the service account today, the count of tickets with a blank fleet, and a name for the second admin once we're loading.
  112. Gemma Thorne
    Gemma Thorne None
    And from me: ask the service desk team lead about a half hour, write to finance, and give you the list of who's in the pilot group. I'll do the team lead tomorrow and finance by the end of the week.
  113. Hamza Akhtar
    Hamza Akhtar None
    Brilliant. Then I think we're set. Shall we do a short check-in at the end of next week, just to see where the access has got to?
  114. Gemma Thorne
    Gemma Thorne None
    Yes please. Fifteen minutes is plenty. If it's all going well we'll cancel it.
  115. Kofi Asamoah
    Kofi Asamoah None
    Suits me.
  116. Hamza Akhtar
    Hamza Akhtar None
    Done. I'll send an invite. Thanks both, and speak soon.
  117. Gemma Thorne
    Gemma Thorne None
    Thanks, Hamza. Cheers, Kofi.
  118. Kofi Asamoah
    Kofi Asamoah None
    Cheers, both. Raising that IT request now.
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