Harrowden Foods / BB-Demo – Training
Callcompleted
Harrowden Foods · 2026-03-16 16:30
Hamza Akhtar trained Kelly Sharpe and Gemma Holt on search, chat, pages and dashboards. Kelly found a manual weekly spreadsheet could be replaced. A wider customer service session is planned, and user numbers go to the account team.
What was said
What this says
Current to 14 Oct 26Hamza Akhtar trained Kelly Sharpe and Gemma Holt on search, chat, pages and dashboards. Kelly found a manual weekly spreadsheet could be replaced. A wider customer service session is planned, and user numbers go to the account team.
What happened: Kelly, new to the brain, used search, chat, pages and the dashboards builder. The late-orders question surfaced a bakery complaint she had not seen.
Customer view: Kelly said the dashboard replaced something she builds in a spreadsheet by hand every Friday. Gemma said the account managers love it.
Commercial: Gemma asked what extra users would cost. Hamza did not quote and passed it to Lewis and Amara, noting the contract is fifty thousand a year including forty users.
Watch: Ticket tagging in the helpdesk is weak and will skew counts. Two of Kelly's team are nervous about tools other than the helpdesk.
Themes
Current to 9 Oct 26Theme
Customer service training session
Importance
praise
Sentiment
positive
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Kelly Sharpe to send Hamza Akhtar the first group's names and remind the team about tagging.
- Hamza Akhtar to send session slots and a cheat sheet, and run a half-hour wider team session.
- Hamza Akhtar to pass the extra-users pricing question to Lewis Kerr and Amara Obi.
Risks
Current to 9 Oct 26- Poor ticket tagging in the helpdesk will make counts unreliable.
- Some customer service staff are nervous and may not adopt the tool.
- Complaints arriving through retailer portals are not reaching customer service until escalated.
Opportunities
Current to 9 Oct 26- Extend access across the customer service team within the forty-user Growth licence.
- Add extra users if demand grows, via the add-on for additional users.
Transcript
Gemma Holt NoneHello, hello. Can you hear me? I think I'm on mute and not on mute at the same time.
Hamza Akhtar NoneI can hear you fine, Gemma. Good afternoon. Kelly, are you there as well?
Kelly Sharpe NoneI'm here, sorry, just getting the headset to behave. Afternoon, both. It's been one of those Mondays.- Gemma Holt NoneSame. But I'll start with a good one, because it's been a good one. Last week one of the account managers had a retailer review coming up and she just asked the brain what had changed in their orders over the last quarter. Two minutes. She used to spend most of a morning on that.
- Hamza Akhtar NoneThat's exactly the sort of thing it's for. Which retailer, or is that a secret?
- Gemma Holt NoneNot a secret, but I'll keep it vague. One of the big ones. The account managers love it, honestly. And that's why Kelly's here, because customer service is the bit we haven't properly got on yet.
- Kelly Sharpe NoneRight, and I'll be honest, I've logged in a couple of times and poked about, but I don't really know what I'm doing. So I'm the one who needs the basics.
- Hamza Akhtar NonePerfect, that's what today is for. I've got about an hour and a half, so we can go slowly. My plan is: a quick tour of where things live, then search, then chat, then pages, and at the end a look at the dashboards builder, because you're on Growth so you have that. And I'd like you to do most of the clicking, Kelly, not me.
- Kelly Sharpe NoneOh good. Okay. Fine. Be gentle.
- Hamza Akhtar NoneI'll try. Can you share your screen? Then I can see what you see, and nothing is hidden behind my own login.
- Kelly Sharpe NoneGive me a second. Which button is it, the green one? Right, there we go. Can you see it?
- Hamza Akhtar NoneYes, I've got your browser. So, across the left you've got search, chat, pages and dashboards. Everything the brain knows about comes from the systems your team already uses. For you that's the CRM, the helpdesk and your order data, plus the accounting system. It's all sitting in your own Snowflake account, so nothing is copied off somewhere strange.
- Kelly Sharpe NoneWhich is the bit our IT people liked, I think. Okay, so the helpdesk is in there. That's where my team lives.
- Gemma Holt NoneThat's why I said can we get customer service on. You've got the complaints in one place and the orders in another and the retailer account in a third. Now it's one question.
- Hamza Akhtar NoneRight. So let's try it. Kelly, click search and type the name of any retailer you deal with. Don't tell me which, just pick one you know well.
- Kelly Sharpe NoneOkay. Typing. Oh, it's thinking. Right, now there's a lot. There's records, there's emails, there's some tickets.
- Hamza Akhtar NoneGood. See the filters on the left? Narrow it to tickets only. Then you'll get just what your team handled.
- Kelly Sharpe NoneDone. Oh, that's much better. And it's got dates on. Can I sort it by newest?
- Hamza Akhtar NoneTop right, there's a sort option. Yes, that one.
- Kelly Sharpe NoneRight, so this is the one we had with the late delivery complaint. I remember that. It's got our reply on it and everything. Can I see the order it was about, or do I go off into the other system for that?
- Hamza Akhtar NoneThat's the useful bit. Open the ticket and look at the linked records on the right. The brain connects the ticket to the order and the account where it can. If it can't match them, it shows you the nearest likely ones and says so.
- Kelly Sharpe NoneOh. Oh, that's the order. That's, hang on. That's the thing I would have gone and asked someone in planning about.
- Gemma Holt NoneSee? That's the pitch. Kelly, how long does that normally take you?
- Kelly Sharpe NoneDepends who's in. Half an hour if I'm lucky. Sometimes it's the next day.
- Hamza Akhtar NoneOkay. Let's move to chat, because search finds things and chat answers questions. Click chat. Ask it something in plain English, the way you'd ask a colleague.
- Kelly Sharpe NoneWhat do I even ask? Is it, um. How many complaints did we get about late deliveries last month?
- Hamza Akhtar NoneThat's a fair one. Send it. And then, when it answers, look underneath for the sources. Always check those, especially early on.
- Kelly Sharpe NoneOkay, it's given me a number and a little breakdown by retailer. And a list of tickets underneath. Is that the sources?
- Hamza Akhtar NoneYes. If the number looks odd, open those and check. It's a good habit. The brain is quite good, but it's only as good as what's in the helpdesk. If something is tagged wrongly there, it'll count it wrongly here.
- Kelly Sharpe NoneHa. Well, that's on me then. We're not great at tagging when it's busy.
- Gemma Holt NoneWe can sort that. A couple of dropdown changes and a reminder to the team. That's not a big thing.
- Hamza Akhtar NoneAgreed, and I'd rather you find it now than in front of a retailer. Let's ask it something a bit harder. Ask it which retailer complaints this quarter had a matching order that shipped late, and see what it does.
- Kelly Sharpe NoneI've typed it. It's, hmm. It's asked me a question back. It says what do I mean by late, compared to what?
- Hamza Akhtar NoneGood, that's it doing the right thing instead of guessing. Tell it, later than the promised delivery date on the order.
- Kelly Sharpe NoneOkay. It's come back with a list. There's, yeah, a few. Two of them I know, one I don't.
- Gemma Holt NoneThe one you don't know, can you open it? That's what I'd want to chase.
- Kelly Sharpe NoneIt's a bakery order. A complaint that came in through the retailer's own portal and got forwarded. Nobody looped me in, I don't think.
- Gemma Holt NoneRight, so that's the gap. That's exactly the gap. We don't see that until it's escalated.
- Hamza Akhtar NoneAnd that's a good moment to show you pages, because you can save this question and its answer so you don't have to retype it every week. Click pages, then new page.
- Kelly Sharpe NoneRight. It's got a blank one. Do I name it? I'll call it, um, late orders with complaints. Is that sensible?
- Hamza Akhtar NoneVery sensible. Now add a block and choose a question block. Paste the question in. You can set it to refresh each morning after the nightly update, so it's always current when you sit down.
- Kelly Sharpe NoneThat's in. Oh, nice, it's even got a little chart. Can I share this with my team?
- Hamza Akhtar NoneYes, top right. You can share with named people or a whole group. You've got forty licensed users, so there's room. Gemma, do you want me to keep a note of who in customer service should be added?
- Gemma Holt NoneYes please. What would it cost to add a few more if we run out? Not that I think we will yet, I just want to know.
- Hamza Akhtar NoneI'd rather not quote from memory. There's an add-on for extra users, and Lewis or Amara can give you the proper number. You're on fifty thousand a year on the contract at the moment, and that includes the forty. I'll flag it to them so it comes from the right person.
- Gemma Holt NoneFine. Cheers. And I know I never buy anything without Rajesh anyway, so it would go through him.
- Kelly Sharpe NoneCan I ask something slightly daft? If I ask it about a person, like a named contact at a retailer, will it show me everything?
- Hamza Akhtar NoneNot daft at all. It respects the permissions in the source systems. So you'd see what you can see in the helpdesk and the CRM, not more. If there's something you expect and can't see, tell me and we'll check whether it's a permissions thing or a connector thing.
- Kelly Sharpe NoneOkay. That's reassuring, actually. I was worried I'd stumble into someone's salary or something.
- Hamza Akhtar NoneNo. You won't. Right, let's go to the dashboards builder, and then we'll do a bit of free practice. Click dashboards, then create.
- Kelly Sharpe NoneI've got a blank canvas. It's asking what data I want. Do I pick tickets?
- Hamza Akhtar NoneTickets, yes. Then pick a measure, count of tickets, and split it by retailer and by week. You'll see it draw a chart as you go.
- Kelly Sharpe NoneThat's, wow. Okay. That's the sort of thing I've been building in a spreadsheet by hand every Friday. It's got the weeks right and everything.
- Gemma Holt NoneEvery Friday! Kelly, I did not know that. We are definitely ending that.
- Kelly Sharpe NoneI didn't say anything because I thought it was just part of the job.
- Hamza Akhtar NoneIt's more common than you'd think. Right. Over to you both for a bit. Try building whatever you'd actually use next week, and shout if you get stuck. I'll keep my camera on, so if I look away I'm just checking the connector status, not ignoring you.
- Gemma Holt NoneSorry, I've gone quiet. I've been playing with a view of orders against complaints for one retailer. It's lovely. Can I put a target line on it?
- Hamza Akhtar NoneYou can. Open the chart settings, there's a reference line option. You put in the value and a label.
- Gemma Holt NoneGot it. Brilliant. Kelly, how are you getting on?
- Kelly Sharpe NoneI broke it, I think. I added a filter and now it's showing nothing at all.
- Hamza Akhtar NoneProbably not broken. Look at the filter bar at the top. Is there a date range set?
- Kelly Sharpe NoneOh. Yes. It's set to tomorrow. How did that happen?
- Hamza Akhtar NoneThe date picker does that if you click the arrow too quickly. Everyone does it once. Set it to this quarter.
- Kelly Sharpe NoneThere we go. Everything's back. Honestly, I feel quite clever now. I'm going to be insufferable.
- Gemma Holt NoneGood. I'll tell the account managers to expect questions from you. They'll be thrilled. Hamza, one more practical thing. Can the dashboard go to the retailer review pack, or is it internal only?
- Hamza Akhtar NoneYou can export a dashboard as an image or a table and drop it in a deck. The live version stays internal, for your users only. If you ever wanted retailers to log in themselves, that's a separate conversation and I'd not promise anything today.
- Gemma Holt NoneNo, no, internal is fine. I just wanted to be sure I'm not about to do something I shouldn't.
- Hamza Akhtar NoneFair. Let me show you a couple of habits that save time, then we'll talk about who does what after today. First, in chat, you can say 'save this as a page' and it'll do it for you. Second, you can pin a question so it sits at the top of your home screen.
- Kelly Sharpe NonePinned. And I've told it to save the last one as a page. It worked. That's a lot less clicking.
- Hamza Akhtar NoneRight. Now, a few things I'd keep an eye on over the next few weeks. One, if numbers look stale, check the refresh time shown on the page. The nightly update should have finished before seven in the morning, your time, on working days. Two, if a connector looks like it's stopped bringing things in, tell us early. It's usually after somebody changes something in the source system.
- Gemma Holt NoneWe had one ticket recently, didn't we? That's the only one I can think of.
- Hamza Akhtar NoneYes, one in the last month, and it was dealt with. Nothing hanging. Honestly your account looks healthy from where I sit. More people are logging in than a quarter ago, which is what we'd hope to see.
- Gemma Holt NoneGood. And after today it should go up again, with Kelly's team.
- Kelly Sharpe NoneHow many of my team should I put on? Everyone, or a couple of people first?
- Hamza Akhtar NoneI'd start with a couple of people who are comfortable with tools, let them find the awkward bits, then bring everyone else in. If you'd like, I can run a shorter session for the wider team, half an hour, using your own tickets.
- Kelly Sharpe NoneYes, please. Two of them are nervous about anything that's not the helpdesk.
- Gemma Holt NonePut it in the diary for the week after next, if that works. I'll nudge Kelly's people so they actually turn up.
- Hamza Akhtar NoneWorks for me. I'll send a couple of slots by email tomorrow. I'll also send a short cheat sheet of today: search filters, the question that gave you late orders with complaints, and how to save pages. And I'll pass the user numbers question to Lewis and Amara.
- Gemma Holt NoneBrilliant. Anything you need from us before then?
- Hamza Akhtar NoneJust the names of the people for the first group, and if Kelly can fix the ticket tagging habit, even roughly, we'll get cleaner answers straight away.
- Kelly Sharpe NoneI'll do a reminder in the team meeting. And I'll send you the names tonight.
- Hamza Akhtar NoneLovely. I think that's us. Thanks both, you picked it up fast.
- Gemma Holt NoneThanks, Hamza. Cheers, speak soon.
- Kelly Sharpe NoneThank you. Bye.
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