Harrowden Foods / BG-Demo – Training
Callcompleted
Harrowden Foods · 16 Mar 2026 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
As at Fri 9 Oct 2026Hamza 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
As at Fri 9 Oct 2026Theme
Customer service training session
Importance
praise
Sentiment
positive
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- 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
As at Fri 9 Oct 2026- 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
As at Fri 9 Oct 2026- 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 HoltHello, hello. Can you hear me? I think I'm on mute and not on mute at the same time.
Hamza AkhtarI can hear you fine, Gemma. Good afternoon. Kelly, are you there as well?
Kelly SharpeI'm here, sorry, just getting the headset to behave. Afternoon, both. It's been one of those Mondays.- Gemma HoltSame. 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 AkhtarThat's exactly the sort of thing it's for. Which retailer, or is that a secret?
- Gemma HoltNot 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 SharpeRight, 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 AkhtarPerfect, 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 SharpeOh good. Okay. Fine. Be gentle.
- Hamza AkhtarI'll try. Can you share your screen? Then I can see what you see, and nothing is hidden behind my own login.
- Kelly SharpeGive me a second. Which button is it, the green one? Right, there we go. Can you see it?
- Hamza AkhtarYes, 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 SharpeWhich is the bit our IT people liked, I think. Okay, so the helpdesk is in there. That's where my team lives.
- Gemma HoltThat'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 AkhtarRight. 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 SharpeOkay. Typing. Oh, it's thinking. Right, now there's a lot. There's records, there's emails, there's some tickets.
- Hamza AkhtarGood. See the filters on the left? Narrow it to tickets only. Then you'll get just what your team handled.
- Kelly SharpeDone. Oh, that's much better. And it's got dates on. Can I sort it by newest?
- Hamza AkhtarTop right, there's a sort option. Yes, that one.
- Kelly SharpeRight, 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 AkhtarThat'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 SharpeOh. Oh, that's the order. That's, hang on. That's the thing I would have gone and asked someone in planning about.
- Gemma HoltSee? That's the pitch. Kelly, how long does that normally take you?
- Kelly SharpeDepends who's in. Half an hour if I'm lucky. Sometimes it's the next day.
- Hamza AkhtarOkay. 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 SharpeWhat do I even ask? Is it, um. How many complaints did we get about late deliveries last month?
- Hamza AkhtarThat's a fair one. Send it. And then, when it answers, look underneath for the sources. Always check those, especially early on.
- Kelly SharpeOkay, it's given me a number and a little breakdown by retailer. And a list of tickets underneath. Is that the sources?
- Hamza AkhtarYes. 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 SharpeHa. Well, that's on me then. We're not great at tagging when it's busy.
- Gemma HoltWe can sort that. A couple of dropdown changes and a reminder to the team. That's not a big thing.
- Hamza AkhtarAgreed, 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 SharpeI'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 AkhtarGood, that's it doing the right thing instead of guessing. Tell it, later than the promised delivery date on the order.
- Kelly SharpeOkay. It's come back with a list. There's, yeah, a few. Two of them I know, one I don't.
- Gemma HoltThe one you don't know, can you open it? That's what I'd want to chase.
- Kelly SharpeIt'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 HoltRight, so that's the gap. That's exactly the gap. We don't see that until it's escalated.
- Hamza AkhtarAnd 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 SharpeRight. It's got a blank one. Do I name it? I'll call it, um, late orders with complaints. Is that sensible?
- Hamza AkhtarVery 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 SharpeThat's in. Oh, nice, it's even got a little chart. Can I share this with my team?
- Hamza AkhtarYes, 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 HoltYes 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 AkhtarI'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 HoltFine. Cheers. And I know I never buy anything without Rajesh anyway, so it would go through him.
- Kelly SharpeCan 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 AkhtarNot 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 SharpeOkay. That's reassuring, actually. I was worried I'd stumble into someone's salary or something.
- Hamza AkhtarNo. 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 SharpeI've got a blank canvas. It's asking what data I want. Do I pick tickets?
- Hamza AkhtarTickets, 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 SharpeThat'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 HoltEvery Friday! Kelly, I did not know that. We are definitely ending that.
- Kelly SharpeI didn't say anything because I thought it was just part of the job.
- Hamza AkhtarIt'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 HoltSorry, 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 AkhtarYou can. Open the chart settings, there's a reference line option. You put in the value and a label.
- Gemma HoltGot it. Brilliant. Kelly, how are you getting on?
- Kelly SharpeI broke it, I think. I added a filter and now it's showing nothing at all.
- Hamza AkhtarProbably not broken. Look at the filter bar at the top. Is there a date range set?
- Kelly SharpeOh. Yes. It's set to tomorrow. How did that happen?
- Hamza AkhtarThe date picker does that if you click the arrow too quickly. Everyone does it once. Set it to this quarter.
- Kelly SharpeThere we go. Everything's back. Honestly, I feel quite clever now. I'm going to be insufferable.
- Gemma HoltGood. 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 AkhtarYou 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 HoltNo, no, internal is fine. I just wanted to be sure I'm not about to do something I shouldn't.
- Hamza AkhtarFair. 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 SharpePinned. And I've told it to save the last one as a page. It worked. That's a lot less clicking.
- Hamza AkhtarRight. 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 HoltWe had one ticket recently, didn't we? That's the only one I can think of.
- Hamza AkhtarYes, 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 HoltGood. And after today it should go up again, with Kelly's team.
- Kelly SharpeHow many of my team should I put on? Everyone, or a couple of people first?
- Hamza AkhtarI'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 SharpeYes, please. Two of them are nervous about anything that's not the helpdesk.
- Gemma HoltPut it in the diary for the week after next, if that works. I'll nudge Kelly's people so they actually turn up.
- Hamza AkhtarWorks 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 HoltBrilliant. Anything you need from us before then?
- Hamza AkhtarJust 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 SharpeI'll do a reminder in the team meeting. And I'll send you the names tonight.
- Hamza AkhtarLovely. I think that's us. Thanks both, you picked it up fast.
- Gemma HoltThanks, Hamza. Cheers, speak soon.
- Kelly SharpeThank you. Bye.
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