Tilden Marsh Logistics / BG-Demo – Onboarding
Callcompleted
Tilden Marsh Logistics · 2 Apr 2026 17:30
Hamza told Angela and Brittany that all four connectors are live and validated. Training is set for Tuesday next week, with 40 users to be provisioned afterwards and Marcus taking over adoption.
What was said
What this says
As at Fri 9 Oct 2026Hamza told Angela and Brittany that all four connectors are live and validated. Training is set for Tuesday next week, with 40 users to be provisioned afterwards and Marcus taking over adoption.
What happened: Hamza confirmed the call recorder data was validated and searchable, and that all four connectors are live. Training was agreed for Tuesday at 13:00 Cleveland time, in two sessions of about twenty.
Customer view: Angela said one place to see everything about a customer is what they are excited about. Brittany asked when value would show and how cutover works.
Commercial: The licence covers 40 users and Hamza plans to provision all of them after training. Value depends on adoption, which Hamza said usually takes a couple of weeks to click.
Watch: Handover to Marcus for adoption and quarterly check-ins is the next risk point. The call gives no sign of a named success measure or a date for first value.
Themes
As at Fri 9 Oct 2026Who was there
BG-Demo
Them
Follow-up
Next steps
As at Fri 9 Oct 2026- Hamza to send the training agenda to Angela and Brittany the day after the call.
- Hamza to run two training sessions of about twenty people each, starting Tuesday at 13:00 Cleveland time.
- Hamza to provision all 40 users once training is done.
Risks
As at Fri 9 Oct 2026- Value depends on adoption after training, which Hamza said usually takes a couple of weeks.
- Handover to Marcus for day-to-day adoption could leave the customer without a clear success measure.
Opportunities
As at Fri 9 Oct 2026- Provisioning all 40 licensed users after training could build early usage across customer service and admins.
Transcript
Hamza AkhtarHi both. So we got the call recorder data in on Tuesday and I've just finished validation. It's all looking good.
Brittany HayesGreat. How many calls came through?- Hamza AkhtarLooks like about six months' worth, so a lot of volume. All indexed and searchable now. You can pull up a call, see the transcript, link it to the customer in Salesforce, see their open tickets in the helpdesk, it's all connected.
Angela KowalskiThat's the bit we're really excited about. One place to see everything about a customer.- Hamza AkhtarExactly. So all four connectors are now live and validated. I'd like to schedule training for next week if you're up for it, say Tuesday or Thursday?
- Brittany HayesBoth of those work.
- Hamza AkhtarBrilliant. Let's go with Tuesday then. I'll do a session in the morning UK time, so that's what, morning for you in Cleveland? Maybe 13:00 your time, 18:00 here for me?
- Angela KowalskiThat's one pm here, yeah, that works.
- Hamza AkhtarPerfect. So Tuesday at 13:00 your time next week. That'll be a good couple of hours, I'll walk you through the interface, show you how to search, build a dashboard, pull data from multiple systems. Then if there's a second group, we can do a follow-up session later in the week.
- Brittany HayesHow many people should we have on the training?
- Hamza AkhtarYou've got 40 users on the licence, but we can probably do this in two sessions, mix of the customer service team and admins like yourself. Maybe around twenty per session so everyone can see the screen and ask questions.
- Angela KowalskiThat makes sense. Can you send over an agenda so I can let people know what to expect?
- Hamza AkhtarYeah, absolutely. I'll send that to you and Brittany tomorrow: just covers the basics, what they'll be able to do, a few use cases specific to customer service. Once people are trained and they've got access, they'll start asking questions and getting value pretty quickly.
- Brittany HayesWhat's the cutover like? Do we just flip a switch?
- Hamza AkhtarBasically, yeah. Once everyone's trained, I'll make sure all 40 users are provisioned, sounds like maybe a few have been testing, but I'll get everyone else set up. They log in, they've got access to the full brain, all four connectors, they can build dashboards, search, everything. No cutover event, just goes live organically once people start using it.
- Angela KowalskiAnd then Marcus will take over on the support side?
- Hamza AkhtarYep. Once we're past training, Marcus becomes your main point of contact. I'm still here if there's a technical issue: a connector breaks or something: but Marcus will be driving adoption, running your quarterly check-ins, making sure you're getting value.
- Brittany HayesWhen do we expect to see value? Is it immediate?
- Hamza AkhtarUsually takes a couple of weeks for it to click with people. But once your customer service team realise they can stop flipping between systems, can answer a question in one search, that's when they'll be sold. It's about saving time and having better data at your fingertips.
- Angela KowalskiGood. So to recap: training next week, then you flip it for everyone, and Marcus follows up?
- Hamza AkhtarThat's it. I'll send the agenda tomorrow. Let me know if either of you have any other questions before we wrap up.
- Brittany HayesI think we're good.
- Angela KowalskiLooks like we're all set. Cheers, Hamza.
- Hamza AkhtarBrilliant. Speak to you after training. Cheers.