Onboarding: bringing customer service into the rollout
Email thread Harrowden Foods: documents · cs
Hamza Akhtar confirms the Growth licence covers 40 users, so customer service can join without contract change. Gemma Holt says the helpdesk must be connected and that most of the team will want access, pending their manager.
What was said
What this says
Current to 11 Oct 26Hamza Akhtar confirms the Growth licence covers 40 users, so customer service can join without contract change. Gemma Holt says the helpdesk must be connected and that most of the team will want access, pending their manager.
Ask: Hamza asks who in customer service should lead and roughly how many people want access. Gemma will check with their manager and suggests pencilling in a session for next week.
Customer view: relieved that the licence is not a barrier, and clear that the helpdesk holds the service-level complaints.
Next: Gemma to confirm numbers and helpdesk details that afternoon, then agree a session date.
The thread
Updated 9 Oct 26Messages
Hamza Akhtar 28 Jan 2026 09:41Hi Gemma, A quick note ahead of our session today. You asked last week about customer service getting access. Your Growth licence covers 40 users, so there is room for them without changing anything contractually. Only a handful of people are using the brain at the moment, so the headroom is real. What I would suggest is a short separate session for the customer service team, focused on how they would look up a retailer's complaints alongside the orders. That works best if we first confirm the helpdesk is one of the sources we are connecting, so I would like to check that with you this afternoon. Could you tell me who in customer service should lead on this, and roughly how many people you expect to want access? A rough number is fine. Kind regards, Hamza Akhtar Implementation Consultant, BB-Demo
Gemma Holt 28 Jan 2026 12:08Hi Hamza, Good to know about the licence, that is one less thing to worry about. Yes, the helpdesk should definitely be in. That is where the service-level complaints sit, so it is the whole point for them. I will confirm the details with our IT colleague before we talk at 14:00. Numbers wise, I would say most of the customer service team, but let me check with their manager rather than guess. I will have a proper answer for you this afternoon. Is it worth us pencilling in the session for next week so it does not drift? Cheers, Gemma On 28 Jan 2026, at 09:41, Hamza Akhtar wrote: > Could you tell me who in customer service should lead on this, and roughly how many people you expect to want access?