Onboarding session: getting the account managers started
Email thread Harrowden Foods · cs
Gemma Holt agreed a Thursday afternoon onboarding session and asked whether customer service could join the brain and what it would cost. Hamza Akhtar said it should sit inside the 40 licensed users.
What was said
What this says
As at Fri 9 Oct 2026Gemma Holt agreed a Thursday afternoon onboarding session and asked whether customer service could join the brain and what it would cost. Hamza Akhtar said it should sit inside the 40 licensed users.
Ask: Gemma wants the customer service team on the brain so they see the same orders and accounts as the account managers, and asked about cost.
Customer view: She is positive about the account managers' interest and is arranging IT attendance for access.
Next: Hamza booked 14:00 Thursday and asked for a headcount for the second wave. Amara, the CSM, can confirm if the 40 licensed users are exceeded.
The thread
Updated 9 Oct 26Messages
Hamza Akhtar 7 Jan 2026 13:16Hi Gemma, Thanks for your time on the call earlier. As promised, here is the proposal for the next step. I would like to book a working session to walk through the first connectors with you and agree which account managers we bring onto the brain first. It should take about an hour and a half. If you can have someone from IT on the line for the access side, that will save us a round trip. Would Thursday afternoon or Friday morning suit you? Kind regards, Hamza Akhtar Implementation Consultant, BG-Demo
Gemma Holt 7 Jan 2026 14:51Hi Hamza, Thursday afternoon works. Friday morning is a no, we have the retailer review prep. I can get someone from IT on. Just tell me what they need to bring. One question: can we get customer service on too? The account managers will love it, but the service team are the ones fielding the complaints and I want them seeing the same orders and accounts. What would it cost to add them? Or are they covered already? Cheers, Gemma- Hamza Akhtar 7 Jan 2026 17:51Hi Gemma, Thursday afternoon it is. I will send an invite for 14:00. On customer service: you are on the Growth tier with 40 licensed users, so adding the service team should sit inside that allowance. I would just count heads before we commit. Amara, your CSM, can confirm if you go over. If you tell me roughly how many people from customer service you have in mind, we can plan them into the second wave. For IT, they need to be able to approve access to the systems we are connecting, and to tell us who owns each one. That is all for Thursday. Best, Hamza