Harrowden Foods / BB-Demo – Onboarding
Callcompleted
Harrowden Foods · 2026-02-03 11:00
Gemma Holt repeats the account manager win and wants customer service onboarded. Order lines are blocked by IT permissions. She needs her director to see value for money and has not named a second admin.
What was said
What this says
Current to 13 Oct 26Gemma Holt repeats the account manager win and wants customer service onboarded. Order lines are blocked by IT permissions. She needs her director to see value for money and has not named a second admin.
What happened: Hamza Akhtar showed two connectors live, one partial (orders headers only) and the rest not started. He proposed a first training session with account managers once IT widens read-only access.
Customer view: Gemma said customer service is what she bought the brain for, and she is a bit impatient. Her one concern is that her director will ask what they are getting for the money.
Commercial: Hamza said adding users inside the forty does not change the price, quoting Growth at £50k a year. Gemma still plans to tell her director before adding the whole team.
Watch: Gemma is the only admin, a single point of failure. She also flagged factory system changes later in the year, which could stop a source loading.
Themes
Current to 9 Oct 26Theme
Orders access and customer service
Importance
upsell
Sentiment
positive
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Hamza Akhtar to send the read-only IT access note today and check the order load the morning after IT acts.
- Gemma Holt to ask IT and name a second admin, aiming for the end of the following week.
- Gemma Holt to introduce Hamza to finance by email and ask the head of customer service what she wants to see.
Risks
Current to 9 Oct 26- Order line detail stays hidden until IT widens the service account, which delays training and customer service rollout.
- Gemma is the only admin and has not named a second.
- Planned factory system changes could break a source and leave records indexed flat.
Opportunities
Current to 9 Oct 26- Customer service, sales support and the remaining account managers form a wave two inside the forty Growth users.
- A finance connector and a first user who does retailer reconciliations by hand could deepen adoption.
Transcript
Hamza Akhtar NoneHello, Gemma. Can you hear me all right?
Gemma Holt NoneHi Hamza, yes, loud and clear. Can you hear me? I've got the headset on because the office is a bit lively today.- Hamza Akhtar NonePerfectly fine. Morning, just about. How's your week going?
- Gemma Holt NoneBusy, but good busy. Can I start with a win? One of our account managers had a review with her supermarket on Monday, and she asked the brain for the complaints and the orders for that retailer side by side. Normally that's an afternoon of spreadsheets. She had it in a couple of minutes.
- Hamza Akhtar NoneThat's exactly what it's for. Which sources did it pull from?
- Gemma Holt NoneOrders and the service-level complaints, mainly. And the notes the account managers keep. She said it was the first time she'd walked into a review knowing the answer before the retailer asked. The account managers love it, honestly.
- Hamza Akhtar NoneBrilliant. Well, that's a nice way into today. What I'd like to cover is where the connectors have got to, who owns what on your side, who comes onto the brain next, and what happens between now and the first check-in. Does that work for you?
- Gemma Holt NoneYep, works. I've also got a question about customer service at the end, so don't let me forget.
- Hamza Akhtar NoneNoted, we'll come back to it. Let me share my screen. Can you see the connector page?
- Gemma Holt NoneNot yet. Oh, there. Yes. Green ticks, that's nice.
- Hamza Akhtar NoneTwo green, one amber, and the rest are still grey because we haven't been given credentials. The CRM is live and loading every night. The helpdesk is live too. The amber one is the orders data, which connects but is only bringing in part of what it should.
- Gemma Holt NoneRight. Part of it, meaning what?
- Hamza Akhtar NoneSo it's reading the order headers but not the line detail. My guess is the account we're using only has access to the summary views. It's a permissions thing, not a fault. Somebody in your IT team would need to widen what the service account can see.
- Gemma Holt NoneOkay. That'll be a colleague in IT. Honestly, they're quick if I ask nicely and tell them exactly what I want. Can you write it down for me in words I can paste?
- Hamza Akhtar NoneYes, I'll send a short access note straight after the call. It says what we need, why, and that it's read-only. That tends to calm people down.
- Gemma Holt NoneGood. Read-only is the magic word.
- Hamza Akhtar NoneIt really is. Now, the grey ones. Those are the connectors named in your order form that we haven't started yet. I'd like to take them one at a time, because they're not all equal. Which matters most to you in the next few weeks?
- Gemma Holt NoneThe finance side, no question. We want to see what we're invoicing a retailer against the complaints and the penalties. Everything else is nice to have. Well, the shared drive with the retailer scorecards would be lovely, but finance first.
- Hamza Akhtar NoneFine. Then I'd put the accounting system next, and the drive after that. Who looks after the accounting system on your side?
- Gemma Holt NoneThat's our finance team. They'll have an admin login, but it won't be me. I can make the introduction. I'd rather do it by email first so they know it's coming, then you can set up a call.
- Hamza Akhtar NoneThat's sensible. And can I ask, is there anyone in finance who'd be a regular user afterwards, or is it just a source of data?
- Gemma Holt NoneMostly a source, to begin with. Though there's one person who does the retailer reconciliations by hand, and I'd love to take that off her. So probably her, eventually.
- Hamza Akhtar NoneThen I'd want her in the first training session once finance is connected, not before. It's more convincing when she can try it on her own numbers.
- Gemma Holt NoneYeah, I like that. Seeing her own numbers would sell it.
- Hamza Akhtar NoneRight. Let me move on to refresh, because it'll come up. The brain refreshes overnight, and the target is that it's complete by 07:00 on business days. So if somebody asks something at nine, it's reading yesterday's close of business.
- Gemma Holt NoneFine for us. The account managers aren't asking for anything by the minute. They want the picture as of last night.
- Hamza Akhtar NoneGood. If that changes, tell me early, because it's a different conversation. Now, people. You have forty licensed users, and when I look at the last few weeks it's a handful of you actually using it.
- Gemma Holt NoneYeah, that's fair. It's me, a few of the account managers, and one person from the planning side who was curious. I wanted to get it right with a small group before opening the door.
- Hamza Akhtar NoneNo, I think that's the right instinct. Though I'd gently say forty is a lot of headroom, so we shouldn't wait too long. What would a wave two look like?
- Gemma Holt NoneThe rest of the account managers. There's one per supermarket, and they all have the same pain. Then the sales support people. Then, and this is the question, customer service.
- Hamza Akhtar NoneGo on then, since you've got there. Tell me about customer service.
- Gemma Holt NoneSo that's the thing I bought this for, if I'm honest. The complaints land with customer service first. They log them, they chase the factory, they reply to the retailer. And the account managers only hear about it two weeks later in a meeting. Can we get customer service on?
- Hamza Akhtar NoneIn terms of licences, yes. They'd sit inside the forty. If you add the whole team you'd still have some room left. What the brain needs is the data they work in, which is the helpdesk, and that's already connected.
- Gemma Holt NoneOh, so it's just a case of giving them logins.
- Hamza Akhtar NoneLogins, a bit of training, and a decision about what they can see. I'd be careful there. Do you want customer service to see the finance numbers, for instance? You might not.
- Gemma Holt NoneHm. Probably not the invoicing. They'd want complaints, orders, and the retailer contact notes. I'll have to ask the head of customer service what she'd like to see. I don't want to make that call for her.
- Hamza Akhtar NoneThat's the right way round. If you can get a short list from her, I can set up the views so they only see that.
- Gemma Holt NoneGreat. And what would it cost to add them? Or is that all in already?
- Hamza Akhtar NoneOn the numbers I'm looking at, you're on Growth at £50,000 a year with forty users, so adding people inside the forty doesn't change anything. I'd only expect a conversation if you went past that, or wanted more connectors than the order form has. I'll leave anything beyond that to Lewis and Amara, but I don't see it coming up.
- Gemma Holt NoneOkay. That's helpful. Good, that's easier than I thought. I'd still have to run it past my director before I put the whole team on, just so you know. I don't buy anything without him, and I'd rather he heard it from me first.
- Hamza Akhtar NoneOf course. Nothing here is a purchase, but a heads-up never hurts.
- Gemma Holt NoneCool. Moving on, then?
- Hamza Akhtar NoneAdmins. Right now it's you as the only admin. I'd like a second one named, someone who can add users and reconnect a source if you're away. You'll be on leave at some point, and I don't want a broken connector sitting there for a fortnight.
- Gemma Holt NoneFair. That's a bit of a single point of failure, isn't it? Me. Let me think. Probably someone from IT, because they'll know about the credentials. Or one of the senior account managers. Can I come back to you on that?
- Hamza Akhtar NonePlease. My preference would be someone technical, since they'll be the one who sees when a source stops loading. But it's your call, and a senior account manager is better than nobody.
- Gemma Holt NoneRight. I'll put it to IT when I send the access request. Two birds.
- Hamza Akhtar NoneNeat. While I've got the screen up, let me show you what I'd look at to check it's healthy. This page shows records indexed over time. If that line goes flat for a few weeks, something's stopped feeding it.
- Gemma Holt NoneSorry, say again, it went a bit funny. The line goes flat when?
- Hamza Akhtar NoneIf it stays flat for a while. A flat line doesn't mean it's broken, but if you're still trading and the line isn't moving, then a source has probably stopped loading. It often happens after somebody changes a system or a password.
- Gemma Holt NoneAh, okay. We're about to change some things in the factory systems, actually, later in the year. I'll flag that before it happens.
- Hamza Akhtar NonePlease do, even if it's only a rumour. A heads-up means I can check it the day after and not three weeks later.
- Gemma Holt NoneWill do. I'm good at that. I never sit on a problem.
- Hamza Akhtar NoneI've noticed, and thank you. Right, let's talk about the first training session, because I think that's the best use of the next fortnight.
- Gemma Holt NoneGo on. How long, and who?
- Hamza Akhtar NoneI'd say an hour, on a call, with the account managers. We use their real accounts, not a demo. Each of them asks about their own supermarket and we see what comes back, where it's good and where it's thin. Then I note down the gaps, and that's what shapes the next round of connector work.
- Gemma Holt NoneLove that. They'll be much keener if it's their own retailer. Can I be there? I'd like to hear what they ask.
- Hamza Akhtar NoneI'd want you there. And ideally someone from customer service as an observer, so they see what the account managers see.
- Gemma Holt NoneOh, that's clever. Then she can decide for herself what she wants. I'll invite her.
- Hamza Akhtar NoneGood. Timing, once the order lines are visible, because otherwise they'll ask about orders and get half an answer. So that depends on IT widening that access.
- Gemma Holt NoneRight, so I need to get that done quickly. How about I aim to have IT sorted by the end of next week? Does that leave you enough time?
- Hamza Akhtar NoneIt does. If you have it by then, I can check the load the following morning, and the training could be the week after. If it slips, we move the training, which is no problem. I'd rather that than run it on half the data.
- Gemma Holt NoneAgreed. Don't want to put a half-answer in front of the account managers. First impressions.
- Hamza Akhtar NoneExactly. Okay, a couple more things and then I'll let you go. One is that Amara, your customer success manager, will be in touch to set up the first check-in. That's where you look at how many people are asking questions and what they're getting from it.
- Gemma Holt NoneAmara, yes. I've met her briefly. And Lewis did the sales side, so I'll go to him if it's about the contract.
- Hamza Akhtar NoneThat's right. Lewis for anything commercial, Amara for how it's going, and me until the build is done. Anything that's technical in the meantime, come straight to me.
- Gemma Holt NonePerfect. Honestly I just like knowing who to ask.
- Hamza Akhtar NoneThat's what this call is for. Last thing: is there anything you're worried about? Anything that's felt slow or unclear so far?
- Gemma Holt NoneNot worried, no. A bit impatient, maybe. I want customer service on yesterday. But I know the data's got to be right first. The only thing is making sure my director sees the value, because he'll ask what we're getting for the money.
- Hamza Akhtar NoneThen the Monday story is exactly what to tell him. A complaint and order answer in minutes instead of an afternoon. If you can get the account manager to tell him herself, even better.
- Gemma Holt NoneOoh, good idea. I'll get her to say it in her own words.
- Hamza Akhtar NoneSo, to recap. I'll send the access note for IT today, with the read-only explanation and the line detail on orders. You'll ask IT and name a second admin, aiming for the end of next week. You'll introduce me to finance by email. You'll sound out the head of customer service on what she wants to see. And once the order lines are loading, we run the training with the account managers.
- Gemma Holt NoneYes, got all of that. And you'll check the load the morning after IT does their bit.
- Hamza Akhtar NoneYes, I will. And I'll tell you either way, so you're not left guessing.
- Gemma Holt NoneLovely. Thanks, Hamza, this has been really useful. I'll get on to IT now.
- Hamza Akhtar NoneBrilliant. Speak soon, Gemma, and well done to your account manager.
- Gemma Holt NoneI'll pass it on. Cheers, Hamza. Bye.
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