Harrowden Foods - Onboarding Plan
Documentfinal Harrowden Foods · onboarding plan · final · 3 Jan 2026
A final, version one onboarding plan issued on 3 Jan 2026 by Amara Obi. It sets five phases from kick-off to steady state. It states no price, service level or connector date and defers commercial terms to the order form under the MSA.
What it says
What this says
As at Fri 9 Oct 2026A final, version one onboarding plan issued on 3 Jan 2026 by Amara Obi. It sets five phases from kick-off to steady state. It states no price, service level or connector date and defers commercial terms to the order form under the MSA.
What it is: an onboarding plan prepared by Amara Obi, Customer Success Manager, with Lewis Kerr named as account owner. It covers five phases: kick-off and access, connect and load, prove it on your own data, training and rollout, and handover to steady state.
Commits: BG-Demo to a progress note at the end of each phase, to watching records indexed week by week, and to a usage check on who is asking. It binds Harrowden Foods to naming a sponsor, two leads, an IT contact and at least two admins.
Unusual: nothing off standard terms. The plan says "This document does not restate commercial terms." It also flags single-admin and single-asker risk, which matches BG-Demo's own key-person concern.
Not settled: the sponsor, both leads and the IT contact are all "To be confirmed by Harrowden Foods". Tier, price, term, connector commitments and any dates for the phases are not stated, so the order form must be checked.
As found in this document
As at Fri 9 Oct 2026- Progress reportingAmara Obi will send a short progress note at the end of each phase, with usage figures where they exist.Source: the AI read of this record
- Connector monitoringWe will watch records indexed week by week and tell you if a source goes flatSource: the AI read of this record
- AdminsNamed users and at least two adminsSource: the AI read of this record
Body
Harrowden Foods - Onboarding Plan
Status: Final, version one Issued: Saturday 3 January 2026 Prepared by: Amara Obi, Customer Success Manager, BG-Demo Account owner: Lewis Kerr, BG-Demo Customer: Harrowden Foods, Leicester
Purpose of this plan
This plan sets out how BG-Demo and Harrowden Foods will get B-Glass running inside your Snowflake account and into daily use. It covers who does what, in which order, and what good looks like at each stage.
Harrowden Foods makes own-label chilled ready meals and bakery for UK supermarkets from two sites. The reason for bringing in the brain is simple: commercial insights and customer service should be able to see retailer accounts, service-level complaints and orders together, without reconciling them by hand. Everything below is organised around that goal.
This document does not restate commercial terms. Price, tier, term and any connector commitments are set by the order form under the MSA, and that document decides if anything here is read differently.
What good looks like
We will treat the onboarding as successful when:
Read the whole document (6,701 characters)
- the retailer account view, the complaint history and the order picture can be queried together in one place;
- commercial insights and customer service each have named people who ask the brain real questions in their week;
- the nightly refresh is landing on time and the team trusts what they see;
- Harrowden Foods can say, in its own words, what the brain is saving them.
At our first call we will ask you to confirm this list or change it. Your definition of good wins.
Roles
| Role | Who | Responsibility |
|---|---|---|
| BG-Demo account owner | Lewis Kerr | Commercial terms, order form, escalation on scope |
| BG-Demo Customer Success Manager | Amara Obi | Onboarding plan, adoption, training, reviews |
| Customer sponsor | To be confirmed by Harrowden Foods | Decisions, priorities, removing blockers |
| Commercial insights lead | To be confirmed by Harrowden Foods | Retailer account questions, definitions of key measures |
| Customer service lead | To be confirmed by Harrowden Foods | Complaint handling questions, ticket and complaint definitions |
| IT contact | To be confirmed by Harrowden Foods | Snowflake access, source system permissions |
Who else should have access? That is the question we will keep coming back to. Please name anyone in operations, quality or the two sites who would ask the brain a question if they could.
Phases
Phase one: Kick-off and access
Goal: agree scope, people and access so nothing waits later.
| Activity | Owner | Output |
|---|---|---|
| Kick-off call: goals, success measures, who is involved | Amara Obi | Agreed list of goals and named participants |
| Confirm the sources to connect first (your CRM, the helpdesk and the order data) | Amara Obi with Harrowden Foods IT contact | Ordered list of sources |
| Grant access inside your Snowflake account | Harrowden Foods IT contact | Access in place for the BG-Demo build team |
| Agree who the first users and admins are | Customer sponsor | Named users and at least two admins |
We want more than one admin from the start. A brain with a single admin is fragile if that person is away or moves on.
Phase two: Connect and load
Goal: the first sources are loading reliably.
| Activity | Owner | Output |
|---|---|---|
| Build and test connectors for the agreed sources | BG-Demo build team | Connectors configured and loading |
| Check records indexed against what you expect to see | Amara Obi with commercial insights lead | Confirmation that counts look right |
| Agree retailer account naming and complaint categories | Commercial insights lead and customer service lead | Shared definitions |
| Confirm the nightly refresh lands before the working day starts | BG-Demo build team | Refresh confirmed on business days |
A connector that loads once and then stops is the most common early problem. We will watch records indexed week by week and tell you if a source goes flat, rather than waiting for you to notice.
Phase three: Prove it on your own data
Goal: real questions answered from your real data.
| Activity | Owner | Output |
|---|---|---|
| Working session on retailer account questions | Amara Obi with commercial insights lead | A set of questions the team actually uses |
| Working session on service-level complaints against orders | Amara Obi with customer service lead | Complaint and order view side by side |
| Capture early wins and gaps | Amara Obi | Short written summary shared with the sponsor |
Phase four: Training and rollout
Goal: the right people use it without us in the room.
| Activity | Owner | Output |
|---|---|---|
| Training for commercial insights | Amara Obi | Trained users who ask their own questions |
| Training for customer service | Amara Obi | Trained users who ask their own questions |
| Short guide on good questions and where answers come from | Amara Obi | One-page guide for both teams |
| Usage check: who is asking, how often | Amara Obi | Usage summary shared with the sponsor |
We will look at who asks the questions. If one person asks most of them, that is a risk and we will work with you to spread it.
Phase five: Handover to steady state
Goal: a normal rhythm of support and review.
| Activity | Owner | Output |
|---|---|---|
| Review against the goals agreed at kick-off | Amara Obi with customer sponsor | Written summary of results and gaps |
| Agree the plan for the next set of sources or teams | Lewis Kerr and Amara Obi | Agreed next steps |
| Put the next review in the diary | Amara Obi | Review scheduled |
Risks we will watch
| Risk | What we will do |
|---|---|
| Source access takes longer than expected | Raise it at once with the customer sponsor |
| Complaint and order data use different customer names | Agree naming rules in phase two |
| Only one or two people use the brain | Widen access and training in phase four |
| A connector stops loading after a system change | Ask your IT contact to tell us before changing a connected system |
How we will keep in touch
- Amara Obi will send a short progress note at the end of each phase, with usage figures where they exist.
- Questions and blockers go to Amara Obi in the first instance.
- Anything that changes scope or commercial terms goes through Lewis Kerr.
Next step
The next step is the kick-off call. Amara will open by introducing herself and asking what good looks like for Harrowden Foods this quarter. Please come with the names of your sponsor, your two leads and your IT contact, so we can fill in the roles table above together.
Best, Amara