B-Brain
Hamza Akhtar

Harrowden Foods / BB-Demo – Onboarding

Callcompleted

Harrowden Foods logo Harrowden Foods · 2026-01-13 10:15

Early onboarding call with Gemma Holt. Account managers already rate the brain highly. The Snowflake access and the choice of order data source gate progress. Gemma asked what extra users cost, ahead of a roll-out that may exceed the included users.

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What was said

What this says

Current to 13 Oct 26

Early onboarding call with Gemma Holt. Account managers already rate the brain highly. The Snowflake access and the choice of order data source gate progress. Gemma asked what extra users cost, ahead of a roll-out that may exceed the included users.

What happened: Hamza Akhtar walked Gemma Holt through connectors, Snowflake access and roll-out on 13 Jan 2026. Gemma opened with an account manager who got a complaints answer in about a minute.

Customer view: Gemma wants the order data to come from the system rather than the morning export, and wants to hold the retailer numbers at the next review. She is the sole voice on the call and takes decisions to her director.

Commercial: Harrowden is on Growth with 40 users. She thinks adding operations and customer service may tip her over, and asked what extra users cost. Hamza passed pricing to Lewis Kerr, the account owner.

Watch: IT access can take a couple of weeks and holds up everything else. If the export is chosen, a failed morning job would leave the brain quietly on stale data.

AI · claude-sonnet-5-5 · 13 Oct 2026

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Themes

Current to 9 Oct 26
Theme
Onboarding access and roll-out
Importance
upsell
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 to send the Snowflake access checklist and notes the same afternoon, and hold a short catch-up the following week.
  • Gemma Holt to push IT this week and find out whether they will connect to the order system itself.
  • Hamza Akhtar to ask Lewis Kerr to send Gemma the add-on details for extra users.
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Risks

Current to 9 Oct 26
  • Snowflake access sits with IT and can take a couple of weeks, which holds up every connector.
  • Connecting to the morning export rather than the order system could leave the brain quietly on stale data.
  • Gemma has not counted users and may exceed the included users once customer service and operations join.
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Opportunities

Current to 9 Oct 26
  • Additional 10 users add-on if the second and third roll-out waves push past the included users.
  • Customer service team is keen and is the combination of complaints and orders the customer bought it for.
  • Retailer review gives Gemma a concrete value case to show her director.
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Transcript

  1. Hamza Akhtar
    Hamza Akhtar None
    Hello, Gemma. Can you hear me all right?
  2. Gemma Holt
    Gemma Holt None
    Hi Hamza, yes, loud and clear. Can you see me? My camera's being slow this morning.
  3. Hamza Akhtar
    Hamza Akhtar None
    Got you now. There you are. Morning.
  4. Gemma Holt
    Gemma Holt None
    Morning! Sorry, I've had about four calls already and it's not even half ten. Right, before we start, I've got a quick win for you.
  5. Hamza Akhtar
    Hamza Akhtar None
    Go on, I like a quick win.
  6. Gemma Holt
    Gemma Holt None
    One of the account managers got in over the weekend, well, yesterday really, and asked it about complaints on one of our retailer accounts. She'd normally spend half a morning in spreadsheets for that. She had an answer in about a minute. She sent me a message with about six exclamation marks.
  7. Hamza Akhtar
    Hamza Akhtar None
    That's lovely to hear. And it's early days, so that's exactly the sort of thing we want people stumbling into themselves.
  8. Gemma Holt
    Gemma Holt None
    The account managers love it already. Honestly. Anyway, I'm getting ahead of myself, you've got an agenda.
  9. Hamza Akhtar
    Hamza Akhtar None
    I have, though we can wander off it. So, three things really. First, where we are with the connectors and who owns what on your side. Second, the access piece in Snowflake, because the brain lives inside your account and somebody in IT has to open the door. Third, how you roll it out to people, and I think you've got a question about customer service.
  10. Gemma Holt
    Gemma Holt None
    I have. I've got a few questions about customer service, to be fair. Can we get customer service on? That's basically my whole week.
  11. Hamza Akhtar
    Hamza Akhtar None
    We'll get to it, promise. Let me start with the connectors, then it'll make more sense. Give me a second, I'm just sharing my screen. Can you see the planning sheet?
  12. Gemma Holt
    Gemma Holt None
    Yep, I can see it. It's a bit small. Oh, that's better, thanks.
  13. Hamza Akhtar
    Hamza Akhtar None
    So you're on Growth, forty licensed users, and the order form is fifty thousand a year. Within that you've got a set of connectors you can switch on, and in the order form we agreed which ones come first. Your CRM, the helpdesk, the order data and the call recorder. Does that still sound right to you?
  14. Gemma Holt
    Gemma Holt None
    Mostly. The CRM and the helpdesk, yes, definitely. Order data is the one I'm nervous about, because it comes out of a system that is, how do I put this, older than me.
  15. Hamza Akhtar
    Hamza Akhtar None
    Right. Older than you. Is that a system or a spreadsheet?
  16. Gemma Holt
    Gemma Holt None
    Both, depending on the day. There's the proper system at the two sites, and then there's an export that somebody in operations does every morning and drops in a shared folder. Which is the thing everyone actually uses.
  17. Hamza Akhtar
    Hamza Akhtar None
    Okay, that's really useful to know. So the question is which of those is the source of truth. If we connect to the export, we're only as fresh as that morning job. If we connect to the system itself, it's cleaner but we may need somebody technical on your side.
  18. Gemma Holt
    Gemma Holt None
    Mm. I'd rather go to the system. But I'd need to ask our IT team whether they're happy with it. I don't want to promise something and then it sits in a queue.
  19. Hamza Akhtar
    Hamza Akhtar None
    Fair. Let's park that as a decision for you and IT, and I'll write down both options so you can show them. The risk with the export is that if the folder job fails one morning, the brain just quietly carries on with yesterday's numbers, and nobody notices for a while.
  20. Gemma Holt
    Gemma Holt None
    Which is exactly what we don't want, because the whole point is answers before the retailer asks. If a buyer rings up about a late delivery and I'm quoting yesterday's picture, that's worse than not having it.
  21. Hamza Akhtar
    Hamza Akhtar None
    Exactly. So that nudges us towards the system. I'll note that as the preference and we'll see what IT says.
  22. Gemma Holt
    Gemma Holt None
    Good. Next?
  23. Hamza Akhtar
    Hamza Akhtar None
    Next is the CRM. That one should be straightforward. I need a named admin on your side, someone who can create the connection user and approve what we read. Who looks after the CRM day to day?
  24. Gemma Holt
    Gemma Holt None
    That's me, sort of. I'm not an admin admin, but I'm the one who gets asked. There's a colleague in sales operations who has the actual keys. I'll introduce you.
  25. Hamza Akhtar
    Hamza Akhtar None
    Perfect. I'll put you down as the owner and your colleague as the technical contact. Is it okay if I email them directly once you've said hello?
  26. Gemma Holt
    Gemma Holt None
    Yeah, that's fine. I'll send a note today so it's not a cold email. People ignore cold emails.
  27. Hamza Akhtar
    Hamza Akhtar None
    They do. Helpdesk, then. Same again, someone who can grant access. I'm guessing that's customer service?
  28. Gemma Holt
    Gemma Holt None
    Yes. And this is where I get a bit cheeky. The head of customer service has already asked me twice when her team gets to use it. She's seen the account managers with it and she's, well, she's not jealous, but she's interested.
  29. Hamza Akhtar
    Hamza Akhtar None
    Ha. That's a good problem to have. So let's do the access piece first and then I'll come back to her team. Is that okay?
  30. Gemma Holt
    Gemma Holt None
    Go for it.
  31. Hamza Akhtar
    Hamza Akhtar None
    So Snowflake. The brain is built and run inside your own Snowflake account, which is good for you, because your data never leaves your environment. The flip side is that we can't just turn it on from our end. Somebody who administers Snowflake for you needs to create a role and a warehouse for us, and give us the minimum permissions. I'll send a short checklist, it's one page, and it's written for someone technical.
  32. Gemma Holt
    Gemma Holt None
    Okay. And how long does that usually take them?
  33. Hamza Akhtar
    Hamza Akhtar None
    If they've got the time, an afternoon. If it's in a queue behind other things, I've seen it take a couple of weeks. That's honestly the single biggest thing that moves the dates on an onboarding.
  34. Gemma Holt
    Gemma Holt None
    Right. So I should chase that today rather than next week.
  35. Hamza Akhtar
    Hamza Akhtar None
    I'd say so, yes. Not to be pushy, but it's the one that holds everything else up.
  36. Gemma Holt
    Gemma Holt None
    No, that's helpful. I'd rather you were pushy. Everybody's polite and then three weeks go by.
  37. Hamza Akhtar
    Hamza Akhtar None
    Understood. Now, the number you've seen in the sheet, active users. At the moment it's averaging a little under four people over the last month. That's not a worry, that's what I'd expect at this point. It's basically you and a few of the account managers who've been testing.
  38. Gemma Holt
    Gemma Holt None
    Yeah, that's about right. I gave it to a small group first, on purpose. I wanted people who would tell me when it was rubbish.
  39. Hamza Akhtar
    Hamza Akhtar None
    Smart. And has anyone told you it's rubbish?
  40. Gemma Holt
    Gemma Holt None
    Not yet. Someone said the answers were a bit long. And someone else asked whether it could do something with pack sizes, which I don't think it can yet, but I told them to hang on.
  41. Hamza Akhtar
    Hamza Akhtar None
    Pack sizes depends on whether that's in the order data. If it's in there, it can. If it only lives in a planning spreadsheet, it can't. I'll add it to the list of things to check when we look at the order source.
  42. Gemma Holt
    Gemma Holt None
    Brilliant. Write that down. I'll forget.
  43. Hamza Akhtar
    Hamza Akhtar None
    Written down. So let's talk roll-out, because I think that's where the real work is. You've got forty licences. Who do you want in first, and who after?
  44. Gemma Holt
    Gemma Holt None
    Okay. First wave, all the account managers, one per retailer, plus a couple of people from my own team. Second wave is customer service. And then maybe a few people in operations, because they're the ones who get the angry phone calls about short deliveries.
  45. Hamza Akhtar
    Hamza Akhtar None
    That's a sensible order. And do you know roughly how many that adds up to, against the forty?
  46. Gemma Holt
    Gemma Holt None
    It's close. The account managers and my team are well under, and customer service is a decent-sized team. If I add operations as well I think I tip over. I haven't counted properly, I'm sorry.
  47. Hamza Akhtar
    Hamza Akhtar None
    No, don't apologise, it's worth counting before we decide. The forty is the number included in your tier, and it's a soft limit, so nothing falls over on day forty-one. But if you know you'll be over, it's better we talk about it now than discover it in six months.
  48. Gemma Holt
    Gemma Holt None
    Right. So what would it cost to add, say, a few more people? Just ballpark. Not that I'm buying anything today, I'd need to take it to my director anyway.
  49. Hamza Akhtar
    Hamza Akhtar None
    Sure. There's an add-on for extra users, they come in blocks of ten. I don't have the price in front of me and it's not mine to quote, that sits with Lewis Kerr, who's your account owner. I'll ask him to send you something so you've got it before you speak to your director.
  50. Gemma Holt
    Gemma Holt None
    That's fine, I'd rather get it from Lewis anyway. I just wanted to know it's a thing that exists, so I'm not blindsided.
  51. Hamza Akhtar
    Hamza Akhtar None
    It exists, and it's pretty simple. The thing I'd say is, don't add anyone for the sake of it. Let the first wave settle, see who actually asks questions, and then decide on the second.
  52. Gemma Holt
    Gemma Holt None
    Yeah, that's fair. We're not going to rush. Well, I might rush a bit. I always do.
  53. Hamza Akhtar
    Hamza Akhtar None
    I've noticed. It's a good trait, honestly.
  54. Gemma Holt
    Gemma Holt None
    It gets me into trouble. Okay. Customer service then. What do they actually need to see? Because their world is different. They don't care about the retailer's year-on-year, they care about, is this order late, who rang about it, what did we say.
  55. Hamza Akhtar
    Hamza Akhtar None
    Right, and that's actually where the brain does something a bit different, because it puts the helpdesk tickets next to the order data and the retailer account in one place. So someone in customer service could ask, show me every service-level complaint on this retailer in the last quarter, and which orders they relate to.
  56. Gemma Holt
    Gemma Holt None
    Which is the one thing we can't do at the moment without three people and a long afternoon.
  57. Hamza Akhtar
    Hamza Akhtar None
    Exactly. That's the story you bought it for. So for the second wave I'd suggest we don't do a big all-hands session, I'd do a short, practical one, a few of their real questions, on real data, so they see it works for their day.
  58. Gemma Holt
    Gemma Holt None
    Yes. Yes please. Can you do that? Or is that Amara?
  59. Hamza Akhtar
    Hamza Akhtar None
    I'll do the first one, since I'll know the setup best. Amara Obi will pick you up as your customer success manager once we're through onboarding, so she'll be on the later sessions and the reviews. I'll introduce her properly in a week or so.
  60. Gemma Holt
    Gemma Holt None
    Lovely. I've spoken to Amara briefly, she seems nice.
  61. Hamza Akhtar
    Hamza Akhtar None
    She is. She's also quite direct, which you'll like.
  62. Gemma Holt
    Gemma Holt None
    Sorry, I was just looking for something. Can I ask a slightly awkward question?
  63. Hamza Akhtar
    Hamza Akhtar None
    Please.
  64. Gemma Holt
    Gemma Holt None
    The retailer review. We have one coming up, I won't say exactly when, and last time they came with a pile of numbers about our complaints that we hadn't seen. Our people were scrambling. What I really want is to be the one holding the numbers this time. How realistic is that?
  65. Hamza Akhtar
    Hamza Akhtar None
    Honestly, it depends on the order source and the helpdesk being connected, so it comes back to the access piece. If both are live and loading cleanly, you'd have a decent picture within a few weeks. If the order data is still being argued about, you'd have the complaints side but not the orders side.
  66. Gemma Holt
    Gemma Holt None
    So there's a real reason to push IT.
  67. Hamza Akhtar
    Hamza Akhtar None
    There is, and you can say that to them, in those words. I'll also tell you if I think it's slipping. I'd rather say it early.
  68. Gemma Holt
    Gemma Holt None
    Please do. I never hide a problem, and I don't want to be hidden from either.
  69. Hamza Akhtar
    Hamza Akhtar None
    Noted. Right. Can I walk you through what the first week looks like, once the access is in? Just so you know what to expect.
  70. Gemma Holt
    Gemma Holt None
    Go on.
  71. Hamza Akhtar
    Hamza Akhtar None
    So once the role exists, we connect the CRM and the helpdesk first, because they're quick. Records start loading, and that first load can take a while depending on how much history there is. You'll see the record counts rising in the admin view. After that, a nightly refresh keeps things current, and it should be done before people start work.
  72. Gemma Holt
    Gemma Holt None
    Before seven in the morning?
  73. Hamza Akhtar
    Hamza Akhtar None
    Yes, on business days. That's the standard. If you ever come in and it's clearly behind, tell us, because we'd want to know.
  74. Gemma Holt
    Gemma Holt None
    Good, because the account managers all start early. They like to see the picture before the retailers' buyers start ringing.
  75. Hamza Akhtar
    Hamza Akhtar None
    Makes sense. And the other thing I'd flag, since you mentioned the export folder, is that when we do add the order source, we'll do a check together, a few orders that you know well, and see if the brain agrees with what you'd expect. It's a bit manual but it's the fastest way to build trust.
  76. Gemma Holt
    Gemma Holt None
    I like that. I'll pick some awkward ones. There's a chilled order that went wrong a few weeks back and everyone remembers it.
  77. Hamza Akhtar
    Hamza Akhtar None
    Perfect. Awkward is exactly right.
  78. Gemma Holt
    Gemma Holt None
    Sorry, one more. My director, he'll ask me what success looks like at, I don't know, the end of onboarding. What do I tell him? I don't want to say vague things.
  79. Hamza Akhtar
    Hamza Akhtar None
    Good question. I'd say three things. One, the agreed connectors are live and loading, so the data is current. Two, the first wave of people are using it, and by that I mean asking questions, not just logging in. Three, there's at least one real piece of work that used to take a long time and now doesn't. Probably that retailer complaint view.
  80. Gemma Holt
    Gemma Holt None
    That's good. That's three things I can actually say. I'll steal that.
  81. Hamza Akhtar
    Hamza Akhtar None
    Steal away. I'll put it in the notes so it's in writing.
  82. Gemma Holt
    Gemma Holt None
    Brilliant. Oh, and while I think of it. Should I tell the account managers about the questions thing? Like, does it matter how they ask?
  83. Hamza Akhtar
    Hamza Akhtar None
    A little. The most common mistake is people asking very short, vague things, like just a retailer's name. If they say what they want, which retailer, which period, what they're trying to decide, they get much better answers. I'll send a half-page with a few examples you can forward.
  84. Gemma Holt
    Gemma Holt None
    Perfect, that'll save me writing one. Cheers.
  85. Hamza Akhtar
    Hamza Akhtar None
    Okay. I think we've covered the main bits. Let me read back what I've got, and you tell me if I've got it wrong.
  86. Hamza Akhtar
    Hamza Akhtar None
    One. You'll introduce me to your colleague in sales operations today, and I'll follow up directly about the CRM connection. Two. I'll send the Snowflake access checklist, and you'll take it to IT and push for it this week. Three. You'll find out from IT whether they're happy for us to connect to the order system itself, rather than the morning export. Four. I'll send the half-page on asking good questions. Five. I'll ask Lewis to send you details on adding users, and you'll hold that until your director has seen it.
  87. Gemma Holt
    Gemma Holt None
    That's it. And six, you're going to run the customer service session once the first wave has settled.
  88. Hamza Akhtar
    Hamza Akhtar None
    Six, yes. Good catch. I'll set a date for that once we know how the access goes.
  89. Gemma Holt
    Gemma Holt None
    Lovely. And I'll tell my director where we are, so he's not surprised. He doesn't like surprises. Well, who does.
  90. Hamza Akhtar
    Hamza Akhtar None
    Nobody. Do you want me to talk to him, or is that better coming from you?
  91. Gemma Holt
    Gemma Holt None
    Better from me for now. If we need a bigger conversation I'll shout.
  92. Hamza Akhtar
    Hamza Akhtar None
    Fair enough. Then I'll send the notes and the checklist this afternoon, and let's have a short catch-up next week to see where IT has got to. Fifteen minutes is plenty.
  93. Gemma Holt
    Gemma Holt None
    Perfect. Thanks, Hamza, that was really useful. I feel a lot clearer.
  94. Hamza Akhtar
    Hamza Akhtar None
    Good. Thanks, Gemma, and well done to your account manager. Speak soon.
  95. Gemma Holt
    Gemma Holt None
    Cheers, bye!
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