Onboarding sessions: scheduling the next one
Email thread Harrowden Foods · cs
On 28 Jan 2026 Gemma Holt asked whether customer service can use the brain and what it would cost. Hamza Akhtar said the 40 Growth licences may cover them and promised to check seat use.
What was said
What this says
Current to 13 Oct 26On 28 Jan 2026 Gemma Holt asked whether customer service can use the brain and what it would cost. Hamza Akhtar said the 40 Growth licences may cover them and promised to check seat use.
Ask: Gemma wants customer service to see complaints next to orders, and asked whether they fit in the 40 licensed users or cost extra.
Customer view: positive. The account managers are already asking for access, though Gemma said she will check with her team before buying anything.
Next: Hamza is to confirm seats in use. Any need beyond 40 goes to Amara Obi, the CSM, as a commercial conversation.
The thread
Updated 9 Oct 26Messages
Hamza Akhtar 28 Jan 2026 16:52Hi Gemma, Thanks for your time on the call earlier. As promised, here is the plan for the next stage of onboarding. I would like to book a working session this week or early next week to go through how the account managers will use the brain day to day, and to check the first batch of retailer account data looks right to you. About ninety minutes should do it. It helps if one or two of the account managers can join, since they will be the ones asking the questions. Could you let me know which slots suit you? I am flexible on mornings. If it is easier, I can send a short list of the things I want to check beforehand so you are not caught out. Best, Hamza Hamza Akhtar Implementation Consultant, BB-Demo
Gemma Holt 28 Jan 2026 18:42Hi Hamza, Good to talk today. The account managers are already asking when they can have a go, so quick turnaround is great. Thursday morning or Friday after lunch both work for me. I can get two of the account managers in the room. Not sure I can get all of them, there is a retailer review prep going on and people are stretched. One thing. Can we get customer service on as well? I think they will get the most out of seeing complaints next to orders. Not asking you to change the plan now, just want it on your radar. What would it cost to add them, or are they covered in the forty licensed users already? I will check with the team on our side before buying anything. Yes please to the list of things you want to check. Cheers, Gemma- Hamza Akhtar 30 Jan 2026 12:17Hi Gemma, Thanks for the quick reply. Let's go with Friday afternoon, and I will send the invite shortly. Two account managers is plenty for a first pass; we can bring the others in once the data looks settled. On customer service: your Growth subscription covers 40 licensed users, so there may well be room for them without any change. I will check how many seats are in use so far and confirm. If it turns out you need more, that is a conversation to have with Amara Obi, your CSM, and I will make sure she is across it. I would not want you to decide anything before you have the numbers. The list of things to check is below. - which retailer accounts the account managers look after - how orders and complaints should be grouped when you ask questions - anything in the data that looks odd to you Speak soon, Hamza