Tilden Marsh Logistics / BG-Demo – Onboarding
Callcompleted
Tilden Marsh Logistics · 6 Mar 2026 14:45
Onboarding kick-off for a Growth customer on 6 Mar 2026. Four systems are to be connected within eight weeks. Angela Kowalski is keen to start. Brittany Hayes checked the support hours and learned they are UK business hours only.
What was said
What this says
As at Fri 9 Oct 2026Onboarding kick-off for a Growth customer on 6 Mar 2026. Four systems are to be connected within eight weeks. Angela Kowalski is keen to start. Brittany Hayes checked the support hours and learned they are UK business hours only.
What happened: Hamza Akhtar ran the onboarding kick-off on 6 Mar 2026 with Angela Kowalski and Brittany Hayes. Brittany listed four systems to connect: Salesforce, the call recorder, the helpdesk and the accounting system.
Plan: Growth onboarding is eight weeks. Hamza will build roughly a week per connector, then validate and train the 40 users in a couple of sessions.
Customer view: Angela said the team is keen to start despite a hectic end of quarter. Brittany asked whether the one-hour response covers evenings and weekends; Hamza said it is UK business hours only.
Watch: Finance sign-off on the accounting connection and the call recorder vendor's own process could slow the connectors. Marcus Bell becomes the CSM once the customer goes live.
Themes
As at Fri 9 Oct 2026Who was there
BG-Demo
Them
Follow-up
Next steps
As at Fri 9 Oct 2026- Hamza Akhtar to send the spec sheets and project plan the day after the call.
- Angela Kowalski and Brittany Hayes to return the system access details by the end of the following week.
- Hamza Akhtar to send a written follow-up of what was covered.
Risks
As at Fri 9 Oct 2026- Finance sign-off on the accounting connection or the call recorder vendor's process could delay connectors.
- Support is UK business hours only, which Brittany Hayes queried for evenings and weekends.
Opportunities
As at Fri 9 Oct 2026- Four connectors are planned against the eight included in Growth, leaving room to add systems later.
- The 40 users on the licence give a base to build adoption and dashboards from.
Transcript
Hamza AkhtarHi Angela, Brittany, Hamza here from BG-Demo. Can you both see me okay?
Angela KowalskiYep, all good. Angela Kowalski, Director of Customer Service. This is Brittany Hayes from our systems team.- Hamza AkhtarGreat, lovely to connect. So you signed the order form on 25 February, how's the first week been?
- Angela KowalskiPretty hectic end of quarter, but we're keen to get this started. Brittany's been doing the prep work.
Brittany HayesYeah, we've got four systems we want to integrate: Salesforce, our call recorder, the helpdesk, and the accounting system.- Hamza AkhtarRight, four connectors to start with. Growth gives you eight, so plenty of headroom. Let me share my screen and run you through how this works.
- Angela KowalskiYeah, I can see it.
- Hamza AkhtarPerfect. For Growth tier, onboarding is eight weeks. You signed 25 February, so we're looking at late April, early May to go live. First two weeks, you and I sort the connectors, get your data flowing into your Snowflake. Then I validate everything, make sure the mappings look right. Then we train your team and you're up and running.
- Brittany HayesWhen do we need to give you access to these systems?
- Hamza AkhtarI'll send you a spec sheet for each one, outlines what we need, what data we pull. It's read-only access, usually straightforward. Your finance team might need to sign off on the accounting connection, and your call recorder vendor probably has their own process.
- Angela KowalskiAnd once you've got access, then what?
- Hamza AkhtarI build the connectors in Snowflake, roughly a week per connector depending on how clean your data is. Then I run validation, flag any issues, and we schedule training. I'd say mid-April at the earliest.
- Brittany HayesWhat's involved in the training?
- Hamza AkhtarWalking your team through how to use the brain: how to ask questions, run searches, build dashboards. You've got 40 users on the licence, so we'll split it into a couple of sessions, few hours each.
- Angela KowalskiAnd you're our point of contact for all the technical bits?
- Hamza AkhtarYeah, for implementation, that's me. Once you go live, Marcus Bell becomes your CSM: he handles the relationship side, adoption, your quarterly check-ins. On support, Growth gets a one-hour response time.
- Brittany HayesOne hour, including evenings and weekends?
- Hamza AkhtarOne business hour during UK hours, nine to five weekdays. If you write in at six pm Friday, you'll get us Monday.
- Angela KowalskiThat's fine. So what's the next step from us?
- Hamza AkhtarI'll send the spec sheets tomorrow. Give those to the folks who own each system, get them to flag any concerns about access. I'll also send a project plan that breaks down the weeks, who's doing what, key milestones. Can you get those details back to me by end of next week?
- Brittany HayesEnd of next week, yeah, we can do that.
- Hamza AkhtarLovely. I'll also send a follow-up email with what we've covered today, just so you've got it all in writing. Brittany, I'll probably reach out a few times over the coming weeks as we build things out. Angela, I'll keep you posted on the big milestones.
- Angela KowalskiPerfect. I think we're good.
- Hamza AkhtarBrilliant. Cheers both. I'll speak to you soon.