Wexmoor Property Group / BB-Demo – Onboarding
Callcompleted
Wexmoor Property Group · 2026-02-20 14:30
Dana Whitaker said the brain was empty and she was its only user. No real source had loaded because IT access was outstanding. She also flagged an overdue invoice and warned of difficult questions from leadership within weeks.
What was said
What this says
Current to 11 Oct 26Dana Whitaker said the brain was empty and she was its only user. No real source had loaded because IT access was outstanding. She also flagged an overdue invoice and warned of difficult questions from leadership within weeks.
What happened: Hamza Akhtar walked Dana through the connector plan. Three sources were scoped on Growth: helpdesk, call recorder and shared drive. None of the access had come back.
Customer view: Dana said she had told leadership this would give operations one place to look, and that she was the only person who had been in. She would not invite her operations leads while it was empty.
Commercial: Dana raised an invoice showing as overdue, which she thinks is stuck in approval on her side. Hamza passed it to Jordan Pike and Elena Novak and kept it separate from the build.
Watch: Dana said another couple of quiet weeks would bring difficult questions. Hamza called real data by the end of next week realistic but dependent on IT.
Themes
Current to 9 Oct 26Theme
Empty brain, access blocked
Importance
complaint
Sentiment
mixed
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Hamza Akhtar to send the two-line IT request and call recorder screenshots to Dana Whitaker today.
- Dana to chase IT for the helpdesk account, authorise the call recorder on Monday and name two admins.
- Hamza to brief Jordan Pike on the overdue invoice and hold user invitations until the helpdesk has loaded.
Risks
Current to 9 Oct 26- No source is loaded because helpdesk, call recorder and shared drive access is outstanding, so adoption has not started.
- Dana expects difficult questions from leadership if the brain stays quiet for a couple more weeks.
- An invoice is showing as overdue on the customer side, which could colour how the value is judged.
Opportunities
Current to 9 Oct 26- Joining tenant tickets with lease-renewal calls is the use case Dana recognises as her team's manual work.
- Two admins and an operations lead cohort can be named now, which sets up a staged rollout on the Growth tier.
Transcript
Hamza Akhtar NoneHi Dana, can you hear me alright? I think I'm a bit quiet on my end, so shout if I'm not coming through.
Dana Whitaker NoneNo, you're fine. Hi Hamza. Sorry, I'm just getting my second screen to behave. Give me one second. Right. There. Hello.- Hamza Akhtar NoneNo rush at all. How's your week been? It's Friday, so I'm hoping it's been kind to you.
- Dana Whitaker NoneLong, honestly. We've had a couple of lease renewals land at the same time and a building with a heating fault, so I've been on the phone since Monday. But we're here, so, good.
- Hamza Akhtar NoneThat sounds like a proper week. Well, I'll try and keep this tight. What I'd like to cover is where we are with the connectors, what's holding things up, who owns what on your side, and then what we each do before we speak again. Does that work?
- Dana Whitaker NoneThat works. And I'll be upfront with you, I'm a bit concerned. We signed at the start of the month, I told my leadership this would give operations one place to look, and when I log in there's hardly anything in there. I think I'm the only one who's been in.
- Hamza Akhtar NoneI'm glad you said it, and it's fair. Let me tell you what I can see from my side. The brain is built inside your own Snowflake account, and that part is done. The structure is there, the permissions model is there, and I loaded a small test set so we'd know the plumbing works. But none of your real sources are flowing in yet. So it looks empty because it is empty.
- Dana Whitaker NoneOkay. So empty, not broken.
- Hamza Akhtar NoneEmpty, not broken. Nothing has failed. It's waiting on access, and I'll be straight with you, that's the bit that's taken longer than it should.
- Dana Whitaker NoneIs that on us?
- Hamza Akhtar NonePartly. Some of it's on us, because I should have chased the checklist sooner. Some of it is access that only your side can grant. Shall I share my screen and go through it, so you can see exactly where each one sits?
- Dana Whitaker NoneYes, please. Show me.
- Hamza Akhtar NoneSharing now. Can you see it? So this is the connector plan. Growth gives you room for eight connectors, and what we scoped with you was three to start: the helpdesk for tenant tickets, the call recorder for the lease-renewal calls, and your shared drive for the service contracts. Those are the ones that matter first. Anything else is a nice to have for later.
- Dana Whitaker NoneYep, I can see it. And where are those three?
- Hamza Akhtar NoneHelpdesk, we've asked for a service account and a key, and that sits with your IT. Call recorder, we need an admin to authorise the connection, and that's you or whoever owns that tool. Shared drive, we need a read only account and the folder paths for the contracts. I haven't got any of the three back yet.
- Dana Whitaker NoneRight. So the helpdesk one, I believe our IT person has that request. I forwarded it. But he's been pulled onto an office move and I can't promise he's even opened it.
- Hamza Akhtar NoneThat's useful to know, thank you. Is there anyone else in IT who could do it, or is it really just him?
- Dana Whitaker NoneIt's mostly him. There's a colleague who covers, but she doesn't have admin rights on the helpdesk. I'd have to ask him directly. I'll do that today, actually, straight after this.
- Hamza Akhtar NoneThat would help a lot. And for what it's worth, the request is small. It's a read only account, so it can't change tickets or contacts. If it helps I can write you two lines to forward, so he can see how little it is.
- Dana Whitaker NoneYes, do that. He responds better to short emails.
- Hamza Akhtar NoneShort emails, noted. And the call recorder, that's one you can probably do yourself?
- Dana Whitaker NoneI think so. I'm an admin on it, though I've never opened the integrations page. What do I click?
- Hamza Akhtar NoneI'll send you screenshots. It's about five minutes if the permissions are right. And if you can't see the integrations page, then we know it's someone else, and we don't lose a week guessing.
- Dana Whitaker NoneOkay. Good. That one I can probably do on Monday.
- Hamza Akhtar NonePerfect. Now the shared drive. This is the one I'm least sure about, because contracts can be scattered. Do you know offhand how the service contracts are organised? One folder per building, one per supplier, or just a pile?
- Dana Whitaker NoneHa. Somewhere between a pile and a system. The property managers each had their own way of doing it. There's a main folder, but a lot of it's in subfolders named by whoever happened to save them.
- Hamza Akhtar NoneOkay, that's very common, honestly. It's not a blocker. We start with the main folder, let the brain index what's there, and then you tell me what's missing. It's better to start imperfect than to wait for tidy.
- Dana Whitaker NoneI like that. I keep waiting for it to be tidy and it never is.
- Hamza Akhtar NoneCan I ask about the users? You've got 40 licences, and what I can see is that it's you, and occasionally one other person. What was the plan for the first wave?
- Dana Whitaker NoneThe plan was my operations leads first. The people who handle tenant tickets and the renewal calls. A handful, really. Then everyone else once they said it was useful. But I can't ask them to try it while it's empty. I'd be wasting their goodwill.
- Hamza Akhtar NoneCompletely agree. I wouldn't invite anyone until at least the helpdesk is in. Otherwise the first impression is a blank page, and that's hard to recover from.
- Dana Whitaker NoneThat's exactly my worry. They'll look once, see nothing, and not come back. And then in six months someone asks me what we got for the money.
- Hamza Akhtar NoneWhich is why I'd rather hold the invitations than rush them. So the order is helpdesk first, because tenant tickets give you the most immediate answers. Then the calls. Then the contracts. Once the helpdesk has loaded, the first overnight refresh should give your leads something real to ask.
- Dana Whitaker NoneWhat would they ask, in practice? I want to be able to say something concrete to them.
- Hamza Akhtar NoneThings like, which buildings have had repeat tickets about the same fault this quarter. Or, which tenants have raised complaints and have a lease coming up for renewal. That second one is where the calls and the tickets join up, and it's the reason you bought it.
- Dana Whitaker NoneYes. That's exactly it. That's the thing my team does by hand with three tabs open. Okay. So I need to get you the helpdesk access and sort the call recorder. That's my homework.
- Hamza Akhtar NoneAnd I'll send you the two lines for your IT colleague and the screenshots, today. Then the shared drive is the third. Can you find out who actually owns that drive, as in who can grant a read only account?
- Dana Whitaker NoneI'd guess it's the same IT person, but I'll check. It may be a managed service, in which case it's a ticket to someone outside.
- Hamza Akhtar NoneIf it's outside, flag it early, because that's usually where the days go. Even just a name would help me.
- Dana Whitaker NoneWill do. Can I raise something else? It's a bit awkward.
- Hamza Akhtar NoneOf course. Go on.
- Dana Whitaker NoneOur finance team mentioned there's an invoice from you showing as overdue. I think it's stuck in an approval on our side, but I don't want that to be what people remember about this. Is that something you can see?
- Hamza Akhtar NoneThanks for telling me, rather than leaving it. I'm on the implementation side, so I don't see billing, and I won't pretend to know the detail. What I'll do is pass it to Jordan Pike, who looks after the commercial side of your account, and let Elena Novak know too. If your finance team have a question, they can go straight to Jordan.
- Dana Whitaker NoneOkay. That's fine. I'll nudge them on our end as well. It's a big number to push through and they like a lot of signatures.
- Hamza Akhtar NoneUnderstood. And just so it's clear, I'm not tying the two together. The build carries on regardless. I just want you to know Jordan will hear about it from me today.
- Dana Whitaker NoneAppreciated. Honestly, that helps.
- Hamza Akhtar NoneLet's use the time left to make this less abstract. Can I show you what the first view will look like once the helpdesk is in? Just the layout, so your leads know what they're getting.
- Dana Whitaker NonePlease. That would actually help me explain it.
- Hamza Akhtar NoneSo this is a page built on the test data, so ignore the content. On the left you'd have buildings, in the middle the tickets and the notes from the calls, and on the right the contract details. You can ask a question in the chat box at the top and it answers from all three, with the source underneath, so people can check it.
- Dana Whitaker NoneOkay, I like that it shows the source. My people won't trust it otherwise. They've been burnt by dashboards that nobody could explain.
- Hamza Akhtar NoneThat's deliberate. Every answer points back to the ticket, the call or the contract it came from. And you'll want two admins on your side, so it isn't only you holding the keys. Someone who can manage who has access.
- Dana Whitaker NoneFair. I'd put the IT person forward, if he ever gets his head up. And maybe one of my leads, someone who's good with the detail.
- Hamza Akhtar NoneBrilliant. That's a good pairing. If you can give me names when you have them, I'll set the roles up in the meantime.
- Dana Whitaker NoneWill do. Can I be honest about one more thing? If this stays quiet for another couple of weeks, I'm going to be asked some difficult questions.
- Hamza Akhtar NoneI hear you. And I'd rather we sat down again soon and looked at it, than let it drift. If the helpdesk access lands this week, I think we can show you real data by the end of next week. I can't promise that, because it depends on IT, but it's realistic.
- Dana Whitaker NoneOkay. I'll take realistic. And I'll tell my leadership it's in progress and blocked on us, which is true.
- Hamza Akhtar NoneThat's honest, and it's accurate. Let me recap, so we're both clear. You'll chase your IT colleague for the helpdesk account today. You'll authorise the call recorder on Monday using my screenshots. You'll find out who owns the shared drive. You'll send me two names for admins. And I'll send the two lines and the screenshots today, brief Jordan on the invoice, and hold the invitations until the helpdesk has loaded.
- Dana Whitaker NoneThat's it. That's everything. I'll even write it on a sticky note.
- Hamza Akhtar NoneHa, good. Let's speak again next Friday if that suits, and sooner if the helpdesk account comes through. Just message me and I'll start the load straight away.
- Dana Whitaker NonePerfect. Thanks, Hamza. Have a good weekend.
- Hamza Akhtar NoneAnd you. Hope the heating fault gets sorted. Speak soon, Dana. Bye.
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