B-Brain
Hamza Akhtar

Harrowden Foods / BB-Demo – Onboarding

Callcompleted

Harrowden Foods logo Harrowden Foods · 2026-01-28 11:30

Gemma Holt reports an early win from account managers and wants customer service on quickly. Three of five planned connectors are not live. Access from finance and IT is the main risk to the eight-week Growth timeline.

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What was said

What this says

Current to 13 Oct 26

Gemma Holt reports an early win from account managers and wants customer service on quickly. Three of five planned connectors are not live. Access from finance and IT is the main risk to the eight-week Growth timeline.

What happened: Hamza Akhtar reviewed connector status on Growth (eight connectors, forty users). CRM and helpdesk are live, order data is partial, and accounting and the shared drive have not started.

Customer view: Gemma opened with a win, an account manager answering a complaints and orders question in minutes. She says customer service is why they bought it and wants the rest connected quickly.

Commercial: Gemma asked what extra users would cost beyond forty and was pointed to Lewis, the account owner. She would need her director's approval for any purchase or scope change.

Watch: Hamza named access from finance and IT as the likeliest cause of delay. Only Gemma is named as admin so far, and a second name is promised by the end of the week.

AI · claude-sonnet-5-5 · 13 Oct 2026

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Themes

Current to 9 Oct 26
Theme
Onboarding connectors and rollout
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 finance a short note and planning the order-date question today.
  • Gemma Holt to chase finance and IT for access and name a second admin by the end of the week.
  • Gemma Holt to supply folder names and ten real customer service questions for training.
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Risks

Current to 9 Oct 26
  • Finance and IT access could delay the accounting and shared drive connectors and push the eight-week Growth implementation late.
  • Order data history is patchy until planning confirms the true order date and format change.
  • Admin cover is thin until a second admin is named.
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Opportunities

Current to 9 Oct 26
  • Customer service could add fifteen or twenty users, which may take the account close to the forty-user Growth limit and open an extra-users add-on conversation.
  • Account manager enthusiasm gives a value story to take to Gemma's director.
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Transcript

  1. Hamza Akhtar
    Hamza Akhtar None
    Hi Gemma, can you hear me alright?
  2. Gemma Holt
    Gemma Holt None
    Yes, loud and clear. Hi Hamza. Can you hear me? I've got the new headset on and I don't trust it yet.
  3. Hamza Akhtar
    Hamza Akhtar None
    You sound fine. Good morning, well, nearly afternoon. How's the week been?
  4. Gemma Holt
    Gemma Holt None
    Busy, but good busy. Honestly, I've got a win to start with, if that's okay before we get into the plan.
  5. Hamza Akhtar
    Hamza Akhtar None
    Go for it. I like a win.
  6. Gemma Holt
    Gemma Holt None
    So one of the account managers had a retailer review coming up. Normally that's a couple of days of me pulling complaints from one place and order volumes from another and stitching it together in a spreadsheet. She just asked the brain, in plain English, what the service complaints looked like on that account over the last quarter and how they lined up with order changes. Took her minutes. The account managers love it, Hamza. She's already told two others.
  7. Hamza Akhtar
    Hamza Akhtar None
    That's exactly what we want to hear this early. And that's with what's connected so far?
  8. Gemma Holt
    Gemma Holt None
    Yes, what's there so far. Which is why I want the rest on, quickly. Sorry, I'm jumping ahead. What's your agenda?
  9. Hamza Akhtar
    Hamza Akhtar None
    No, that's a good lead in. So the plan for today is three things. One, where the connectors are and what's left. Two, who owns what on your side, because that's usually what slows us down, not the technology. Three, how we roll it out to people so it doesn't just sit with the few of you who've already had a look. Does that work?
  10. Gemma Holt
    Gemma Holt None
    Perfect. Let's do it.
  11. Hamza Akhtar
    Hamza Akhtar None
    Right. I'll share my screen. Give me a second. Can you see it?
  12. Gemma Holt
    Gemma Holt None
    Yes, I can see the connector list. It's small. Can you make it bigger?
  13. Hamza Akhtar
    Hamza Akhtar None
    Better?
  14. Gemma Holt
    Gemma Holt None
    Better, thanks.
  15. Hamza Akhtar
    Hamza Akhtar None
    So you're on Growth, which gives you eight connectors in total and forty users. We've planned for five to start with: your CRM, the helpdesk, the accounting system, your order data, and the shared drive where the retailer contracts and service-level documents live. That leaves headroom for three more later, if something else matters.
  16. Gemma Holt
    Gemma Holt None
    Okay. And which ones are actually live today?
  17. Hamza Akhtar
    Hamza Akhtar None
    The CRM and the helpdesk are loading and indexing properly. The order data is partly there, it's coming through but I'm not happy with the history yet. The accounting system and the shared drive aren't started.
  18. Gemma Holt
    Gemma Holt None
    Right. The order data, why is the history patchy?
  19. Hamza Akhtar
    Hamza Akhtar None
    Two things, I think. The older orders sit in a different format from the ones since you changed your system, and there's a gap where the two sites were reporting slightly differently. It's not broken, it just needs somebody who knows the data to tell us which is right.
  20. Gemma Holt
    Gemma Holt None
    That'll be someone in our planning team. I know roughly who. Can you give me a question to put to them, rather than me trying to explain it badly?
  21. Hamza Akhtar
    Hamza Akhtar None
    Yes, I'll write it up properly. Basically: for each site, which field is the true order date, and from when did the format change. That's it. Two answers.
  22. Gemma Holt
    Gemma Holt None
    Two answers. Good. I can get that this week, I think.
  23. Hamza Akhtar
    Hamza Akhtar None
    That would unblock quite a lot. Now, the accounting system. For that I need somebody in finance to create the access for us, and to tell me what they're comfortable with us seeing. Who would that be on your side?
  24. Gemma Holt
    Gemma Holt None
    That's our finance team, not me. I can ask, but I'd want to explain it to them properly first. They'll want to know why customer service and commercial need invoices at all.
  25. Hamza Akhtar
    Hamza Akhtar None
    That's fair. The honest answer is it's for things like seeing whether a retailer who's complaining is also paying late, or which accounts are growing. It's not about giving everyone the ledger. We can restrict what's indexed.
  26. Gemma Holt
    Gemma Holt None
    Okay, that helps. Can you send me two or three lines I can forward? Short ones. Finance don't read long emails.
  27. Hamza Akhtar
    Hamza Akhtar None
    Sure. Short and plain. I'll send it today.
  28. Gemma Holt
    Gemma Holt None
    Brilliant.
  29. Hamza Akhtar
    Hamza Akhtar None
    Okay, next is the shared drive. This is the one where scope tends to creep, so I'd rather agree it now. Do you want the whole drive, or only certain folders?
  30. Gemma Holt
    Gemma Holt None
    Not the whole thing, definitely not. There's HR stuff and all sorts. Just the retailer folders. Contracts, the service-level schedules, review packs, that sort of thing.
  31. Hamza Akhtar
    Hamza Akhtar None
    Good. Then I'll ask you for the folder names, and your IT colleague just needs to grant read access to those. We don't copy anything out, it all stays in your Snowflake account.
  32. Gemma Holt
    Gemma Holt None
    Yeah, that was the thing that got it through, to be honest. Everything staying in our own account. Our IT lot were relaxed about that.
  33. Hamza Akhtar
    Hamza Akhtar None
    Good. So that's the other ask, someone in IT with the right permissions in Snowflake. Do you know who that would be?
  34. Gemma Holt
    Gemma Holt None
    There's a colleague in IT who did the original set up with you. I'll name him in the email. He's good, he just needs to be asked properly and early, not on a Friday.
  35. Hamza Akhtar
    Hamza Akhtar None
    Noted. No Fridays.
  36. Gemma Holt
    Gemma Holt None
    Ha. Exactly.
  37. Hamza Akhtar
    Hamza Akhtar None
    Right, let me stop sharing for a second. Sorry, I wanted to go back to who owns what, because I'd like to leave this call with names against things. So far I have you as the business owner for the whole rollout. Is that right?
  38. Gemma Holt
    Gemma Holt None
    Yes, that's me. Me and my director, who signs things off. I don't buy anything or change scope without him, just so you know.
  39. Hamza Akhtar
    Hamza Akhtar None
    Understood, that's clear. And for admin, we normally recommend two people who can manage connectors and users, so you're not stuck if one is away.
  40. Gemma Holt
    Gemma Holt None
    Two. Me, and, hmm. Probably someone from the data side of commercial insights. Let me think. I'd rather it was someone who's here every day than someone senior who isn't.
  41. Hamza Akhtar
    Hamza Akhtar None
    That's the right instinct. The admin job isn't big, it's mostly checking a connector hasn't stopped loading and adding people. Maybe twenty minutes a week once it's settled.
  42. Gemma Holt
    Gemma Holt None
    Fine. I'll come back to you on the second name by the end of the week.
  43. Hamza Akhtar
    Hamza Akhtar None
    Great. Now, the rollout. Who's actually using it today?
  44. Gemma Holt
    Gemma Holt None
    A handful. Me, a couple of the account managers, and one person from the commercial team who's just curious. That's about it.
  45. Hamza Akhtar
    Hamza Akhtar None
    And you've got forty licences, so there's plenty of room. How were you thinking of bringing people on?
  46. Gemma Holt
    Gemma Holt None
    So the account managers first, one per supermarket. They're the ones who need it before a review. Then the next bit, and I've said this to you before, can we get customer service on? Because that's why we bought it, really. Complaints on one side, orders on the other, and nobody sees both.
  47. Hamza Akhtar
    Hamza Akhtar None
    Yes, you mentioned that early on, and it's very much in the original scope. The helpdesk is already connected, so technically they could be using it now. The question is more about whether they'd trust it, and whether the order data is good enough to be useful to them.
  48. Gemma Holt
    Gemma Holt None
    That's fair. They'd lose patience fast if the first answer was wrong.
  49. Hamza Akhtar
    Hamza Akhtar None
    Exactly. So I'd propose we get the order history sorted first, then train the account managers properly, and then bring customer service in with real questions from their own tickets. Not a demo of someone else's data.
  50. Gemma Holt
    Gemma Holt None
    Yes. I like that. Their lead will like that too, she hates being shown generic stuff.
  51. Hamza Akhtar
    Hamza Akhtar None
    Then we'll make it theirs. If you can get me ten or so real questions they'd ask on a normal week, that's gold. I can build the session around those.
  52. Gemma Holt
    Gemma Holt None
    Ten questions. I can do that. Actually I can probably get them to tell me the annoying ones. What takes them ages.
  53. Hamza Akhtar
    Hamza Akhtar None
    Perfect, the annoying ones are the best ones.
  54. Gemma Holt
    Gemma Holt None
    Can I ask something about users while we're here? What would it cost to add more people, if we went over forty?
  55. Hamza Akhtar
    Hamza Akhtar None
    I'd rather not quote you something off the top of my head, that sits with Lewis, your account owner. There is an add-on for extra users in blocks of ten, so it's not a big conversation. But honestly, you're nowhere near forty yet, so I'd not worry about it for now.
  56. Gemma Holt
    Gemma Holt None
    No, no, I'm just thinking ahead. If customer service is, what, fifteen or twenty people, plus account managers, plus commercial, we might get close.
  57. Hamza Akhtar
    Hamza Akhtar None
    It could be close, yes. Let's see how many actually want to log in. In my experience not everyone does, and the people who do ask a lot of questions.
  58. Gemma Holt
    Gemma Holt None
    Okay. I'll keep it in my back pocket. And I'd need to take anything like that to my director anyway.
  59. Hamza Akhtar
    Hamza Akhtar None
    Of course. When it's time I'll let Lewis know and he can sort it with you both.
  60. Gemma Holt
    Gemma Holt None
    Sorry, I just had to move something, a colleague was at my desk. Where were we?
  61. Hamza Akhtar
    Hamza Akhtar None
    No problem at all. We were about done on users. I wanted to talk about timing. Growth implementations run to about eight weeks, and we're a little way in. I'd like to have all five connectors live and checked well before the end, so there's time for training and a proper review of whether the answers look right.
  62. Gemma Holt
    Gemma Holt None
    Right. So what's the thing most likely to make us late?
  63. Hamza Akhtar
    Hamza Akhtar None
    Honestly? Access. Waiting for permissions from finance and IT. The technical work is days, the waiting is weeks if it's left to drift. So if you can start those conversations this week, that does more than anything I can do.
  64. Gemma Holt
    Gemma Holt None
    Okay. That's clear. I don't like things sitting. I'll chase finance today and IT tomorrow.
  65. Hamza Akhtar
    Hamza Akhtar None
    That's what I like to hear.
  66. Hamza Akhtar
    Hamza Akhtar None
    Okay, one more thing on data quality, and then I'll let you go. When the account managers ask a question and the answer looks wrong, what do you want them to do?
  67. Gemma Holt
    Gemma Holt None
    Tell me. Straight away. I'd rather know. I don't want people quietly deciding it doesn't work and going back to their spreadsheets.
  68. Hamza Akhtar
    Hamza Akhtar None
    Good. Then I'll give you a simple route. They tell you, you tell me, and I'll look at whether it's the source, the connector or the question. Most of the time it's the source.
  69. Gemma Holt
    Gemma Holt None
    That's most of life, isn't it.
  70. Hamza Akhtar
    Hamza Akhtar None
    It is, yes.
  71. Gemma Holt
    Gemma Holt None
    Can I just check one thing about what happens after the eight weeks? Who do we speak to then?
  72. Hamza Akhtar
    Hamza Akhtar None
    Amara Obi, your customer success manager. She'll pick up from me once we're through, and she runs the quarterly reviews with you on Growth. Lewis stays on the commercial side. I'll introduce you properly, she's been sitting in the background so far.
  73. Gemma Holt
    Gemma Holt None
    Lovely. I'd like her at the training, actually, if she's free. Then she's seen what people ask.
  74. Hamza Akhtar
    Hamza Akhtar None
    Good idea. I'll ask her.
  75. Hamza Akhtar
    Hamza Akhtar None
    Right, let me read back what I've got so we're not relying on memory. You're sending me the two answers on the order data from planning. You're chasing finance for accounting access and IT for the drive and Snowflake permissions. You're giving me the folder names, a second admin name by the end of the week, and ten real questions from customer service. Did I miss anything?
  76. Gemma Holt
    Gemma Holt None
    No, that's it. And you're sending me the short note for finance, and the question for planning.
  77. Hamza Akhtar
    Hamza Akhtar None
    Yes, both today. And I'll send a one page summary of the connector plan, so you've got something to point people at.
  78. Gemma Holt
    Gemma Holt None
    Brilliant. That's really useful.
  79. Gemma Holt
    Gemma Holt None
    Last thing, and it's a small one. Is it normal that I'm a bit nervous about customer service seeing everything? Complaints from every retailer, all in one place. Some of it isn't flattering.
  80. Hamza Akhtar
    Hamza Akhtar None
    It's very normal. And it's partly the point, isn't it? Better that you see it before the retailer raises it. You can control who sees what, though, so if there's a sensitive set, we can scope it down.
  81. Gemma Holt
    Gemma Holt None
    Okay. Never hides a problem, that's me. I'd just like to choose how we show it. Fine, I'm happy.
  82. Hamza Akhtar
    Hamza Akhtar None
    That's a sensible way to put it.
  83. Hamza Akhtar
    Hamza Akhtar None
    I think that's everything from me. Thank you, Gemma, this was really useful.
  84. Gemma Holt
    Gemma Holt None
    Thanks Hamza. I'll get on to finance now, before I forget. Speak soon.
  85. Hamza Akhtar
    Hamza Akhtar None
    Speak soon. Cheers, bye.
  86. Gemma Holt
    Gemma Holt None
    Cheers, Gemma. Sorry, habit, I mean bye. Bye!
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