Onboarding: customer service session and next steps
Email thread Harrowden Foods: documents · cs
Logistical onboarding thread: Gemma Holt confirms a Friday 09:30 customer service session and says account managers already find the brain saves time on retailer review prep. No concern raised.
What was said
What this says
Current to 11 Oct 26Logistical onboarding thread: Gemma Holt confirms a Friday 09:30 customer service session and says account managers already find the brain saves time on retailer review prep. No concern raised.
Ask: Hamza Akhtar wanted to fix a date for the customer service walkthrough and get account managers logging in first. He asked for attendee names, helpdesk connection confirmation and example complaints.
Customer view: Gemma says a couple of account managers have been using it for retailer review prep and it has saved them loads of time. She agreed to nudge the others.
Next: Gemma to send attendee names and a list of needs is with her; the session was booked for 09:30 the following day.
The thread
Updated 9 Oct 26Messages
Hamza Akhtar 3 Feb 2026 14:28Hi Gemma, Following on from the last session, I would like to fix a date for the customer service walkthrough, and then look at what is left on the onboarding plan. I have Thursday at 10:00 or Friday at 09:30 available this week. It would be about an hour. I would like to use real retailer complaints from your helpdesk so the team sees their own work in the brain. Separately, I noticed that not many people have logged in yet. That is normal at this stage, but it would help to have the account managers log in before the customer service session so they can show their colleagues what they have been asking. Let me know which slot suits and who is attending. Kind regards, Hamza Akhtar Implementation Consultant, BB-Demo
Gemma Holt 4 Feb 2026 11:46Hi Hamza, Friday at 09:30 is good. The customer service manager will be there, plus a few of the team, I will send you names once they confirm. Good point on logging in. I will nudge the account managers today. A couple of them have been using it for their retailer review prep and it has saved them loads of time, so they can tell the story themselves. One thing: could you send me a short list of what you need from us before Friday? I do not want us to lose the session because a connection is not ready. Cheers, Gemma On 3 Feb 2026, at 14:28, Hamza Akhtar wrote: > I have Thursday at 10:00 or Friday at 09:30 available this week.- Hamza Akhtar 5 Feb 2026 13:43Hi Gemma, Thanks, that is booked for tomorrow at 09:30 and the invite is with you now. What I need before then is short: - confirmation that the helpdesk connection is still working on your side - the names of the customer service people attending, so I can set up their access in advance - two or three retailer complaints you would like to use as examples If any of that is awkward, reply here and I will adjust the session rather than push it back. Thanks for sorting the account managers as well. It makes the session much easier if there is already some activity to point at. Kind regards, Hamza Akhtar Implementation Consultant, BB-Demo