Natalie Eze

Calderbrook Housing Group / BB-Demo – Qbr

Callcompleted

Calderbrook Housing Group: documents logo Calderbrook Housing Group: documents · 2025-08-04 15:15

The arrears mismatch was a cut-off timing difference and Helen Marsden accepted it. Usage is level at nine or ten active users against forty licences, adoption outside her team is thin, and the in-house review continues with cost first.

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What was said

What this says

Current to 11 Oct 26

The arrears mismatch was a cut-off timing difference and Helen Marsden accepted it. Usage is level at nine or ten active users against forty licences, adoption outside her team is thin, and the in-house review continues with cost first.

What happened: Natalie Eze showed the lineage and the two figures matched to the pound once the cut-off was aligned. Helen then switched on the data-as-of footer and planned to do the same across the board pack.

Customer view: She said the brain is valued in her team and mostly invisible outside it. On the in-house review she said cost comes first because that is what finance sees.

Commercial: Growth at forty licensed users, with the price not expected to move. Helen wants written confirmation of the renewal terms so she can show finance.

Watch: A large share of questions comes from Helen and two or three analysts, a key-person risk. She also felt one morning's refresh was late but raised no ticket, and Natalie said nothing is logged as a miss.

AI · claude-sonnet-5-5 · 11 Oct 2026

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Themes

Current to 9 Oct 26
Theme
In-house review, value case
Importance
renewal
Sentiment
mixed
Voice
champion
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Who was there

BB-Demo

CRMmade from

Them

CRMmade from

Follow-up

Next steps

Current to 9 Oct 26
  • Natalie Eze sends Helen the draft one-page summary, board-pack sections first, before anyone else sees it.
  • The account executive sends written confirmation of the renewal terms and payment options this week.
  • Natalie sends session slots and Helen names a sceptical colleague in complaints.
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Risks

Current to 9 Oct 26
  • The internal in-house review is cost-led, so the subscription may be judged on licence cost rather than capability.
  • A large share of questions comes from Helen and a few analysts, so losing one would be felt.
  • Adoption outside Helen's team is thin, so the account looks healthy on paper but is little seen elsewhere.
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Opportunities

Current to 9 Oct 26
  • A complaints team session could show one-tenant answers drawn from calls, repairs history and arrears.
  • Scheduled snapshots for the dashboards builder answer a board request and could strengthen the value case.
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Transcript

  1. Natalie Eze
    Natalie Eze None
    Hello Helen, afternoon. Can you hear me all right? I've got a new headset and I don't trust it yet.
  2. Helen Marsden
    Helen Marsden None
    Afternoon, Natalie. Yes, loud and clear. You sound very professional.
  3. Natalie Eze
    Natalie Eze None
    Ha, thank you. Tom sends his apologies, by the way. He's tied up with another account today, but he's across the renewal, so nothing falls between us.
  4. Helen Marsden
    Helen Marsden None
    That's fine. I've actually been looking forward to this one, because I wanted to close off the arrears question. I've read what you sent over, and I have a couple of points I'd like to go through if I may.
  5. Natalie Eze
    Natalie Eze None
    Of course, let's do that first, as promised. Do you want me to share my screen so we're both looking at the same thing?
  6. Helen Marsden
    Helen Marsden None
    Please. I'd like to see the source rather than a summary of it.
  7. Natalie Eze
    Natalie Eze None
    Okay, give me a second, I'm just bringing it up. Right. Can you see the lineage page?
  8. Helen Marsden
    Helen Marsden None
    I can. It's quite small. Can you make it bigger?
  9. Natalie Eze
    Natalie Eze None
    Is that better? Good. So this is the arrears figure as it appears in the pack. It comes from the housing management system through the connector, and it's refreshed overnight. You can see the refresh timestamp here, and this is the extract your team took for the board pack.
  10. Helen Marsden
    Helen Marsden None
    And the extract is earlier than the refresh.
  11. Natalie Eze
    Natalie Eze None
    That's what it looks like. The extract was taken the evening before, and a final batch of payments was posted in the housing system after it. The brain picked those up in the next refresh. So the two weren't wrong, they were simply measuring different moments.
  12. Helen Marsden
    Helen Marsden None
    That's what you suspected on the last call.
  13. Natalie Eze
    Natalie Eze None
    It was, and I said I didn't want to guess. So I've lined up the two at the same cut-off, and if you look here, they match to the pound.
  14. Helen Marsden
    Helen Marsden None
    Hmm. Can you scroll down a bit? I want to see the rows, not just the total.
  15. Natalie Eze
    Natalie Eze None
    Sure. These are the payment rows after the extract time. Each one is traceable to a record in the housing system, and you can click through to it.
  16. Helen Marsden
    Helen Marsden None
    Right. Right, I can see them. Yes. That accounts for it. Thank you. That's what I needed, honestly, and I'll be able to say so to the board without waffling.
  17. Natalie Eze
    Natalie Eze None
    Good. And I think the lesson for the pack is to put the cut-off time on the figure, so nobody has to wonder. That's your call, but the brain will show it on the page if you want it.
  18. Helen Marsden
    Helen Marsden None
    I'd like that. The board will ask, and a timestamp answers it before they do.
  19. Natalie Eze
    Natalie Eze None
    I can show you how to switch it on afterwards. It takes a minute.
  20. Helen Marsden
    Helen Marsden None
    Please. Now, shall we do the review proper? I don't want to take the whole hour on one figure.
  21. Natalie Eze
    Natalie Eze None
    Yes. So, the quarterly review. I'll go through usage, then what's changed in how people use it, then I'd like to spend the last part on the value case we talked about, and then next steps. Does that suit?
  22. Helen Marsden
    Helen Marsden None
    That suits. Can I ask you to be plain about anything that's not going well? I'd prefer a straight picture.
  23. Natalie Eze
    Natalie Eze None
    I will. So, usage. Your active users have been about level this quarter. Roughly nine or ten active on an average day, against forty licences. It's neither up nor down, to speak of.
  24. Helen Marsden
    Helen Marsden None
    Level. Yes. That matches my feeling.
  25. Natalie Eze
    Natalie Eze None
    Questions asked are steady too, compared with the last quarter. Where I'd look more closely is who asks them. A big share comes from you and two or three analysts in your team. That's a good, deep use, but it also means a lot rests on a few people.
  26. Helen Marsden
    Helen Marsden None
    Yes. That's a fair point and I don't love it. If one of the analysts left, we'd feel it.
  27. Natalie Eze
    Natalie Eze None
    Right, and that's a risk I'd rather talk about now than after the fact. It's not a problem today, it's just something to widen over time. Which connects to the repairs and complaints teams, who I mentioned last time.
  28. Helen Marsden
    Helen Marsden None
    I've tried with both. Repairs are interested but they're stretched. Complaints would use it if they had a reason to, and I've struggled to find the reason.
  29. Natalie Eze
    Natalie Eze None
    What does the complaints team actually spend its week doing? Because if I know that, I can probably find a question the brain answers faster than what they do now.
  30. Helen Marsden
    Helen Marsden None
    A lot of it is assembling a picture of a tenant before a response goes out. Calls, repairs history, earlier complaints, whether they're in arrears. They go round four or five places for it.
  31. Natalie Eze
    Natalie Eze None
    That's exactly the thing the brain is good at. One tenant, everything about them, in one answer, with the sources. If I sat with one of their team for half an hour, could we try that on real cases?
  32. Helen Marsden
    Helen Marsden None
    I think so. I'd want to be in the room, though. Data about individual tenants, and I'd want to be sure of who sees what.
  33. Natalie Eze
    Natalie Eze None
    Completely fair. Access follows your existing permissions in the brain, so nobody sees anything they couldn't see already, but I'd want you to see that working rather than take it on trust.
  34. Helen Marsden
    Helen Marsden None
    Good. Then yes. Let's find a time. Not this week, though.
  35. Natalie Eze
    Natalie Eze None
    No, I'll suggest a couple of slots in my follow-up email and you can choose. Okay, moving on. Dashboards. Your team has built a good number of them, and a few get opened every week. That shows real investment, and it's the kind of thing I'd point to in the value case.
  36. Helen Marsden
    Helen Marsden None
    Some of those I built myself, at night, so I'm glad somebody noticed.
  37. Natalie Eze
    Natalie Eze None
    I noticed, and so will anyone who looks. Connectors next. They're all loading, and records indexed have been growing in line with normal activity. Nothing flat, nothing stuck. If a connector were failing, it would show here as a flat line, and there aren't any.
  38. Helen Marsden
    Helen Marsden None
    Good. And tickets, I think you'll say none.
  39. Natalie Eze
    Natalie Eze None
    None in the last month, none high priority. And no overdue invoices. On paper it's a healthy account. What I can't tell from paper is whether it's healthy because it's valued or because it's ignored, and that's why I'm glad we're talking.
  40. Helen Marsden
    Helen Marsden None
    Well, let me answer that honestly. In my team it's valued. Outside it, it's mostly invisible, which is partly my fault, and partly that nobody outside my team has had a reason to look.
  41. Natalie Eze
    Natalie Eze None
    That's an honest answer and I think it's a fair one. Can I ask how the internal conversation is going? The in-house one.
  42. Helen Marsden
    Helen Marsden None
    It's ongoing. I'll be careful here, because it's not mine to decide. There's a review of options. A colleague in IT has been putting together a view of what an in-house build would involve, and our finance team has asked what we pay and what we get for it. I've been asked for my input, and I'm giving it, but I'm not the one who owns the plan.
  43. Natalie Eze
    Natalie Eze None
    Understood. And has anyone asked you for a comparison of cost, or is it more about capability?
  44. Helen Marsden
    Helen Marsden None
    Both, to be fair. Cost first, because that's what finance sees. Capability second, because that's what I have to defend. The risk is that cost comes across as the whole story.
  45. Natalie Eze
    Natalie Eze None
    That's what I'd worry about as well. So here's what I'd like to do, and tell me if it's useful. I'll write the one-page summary we discussed, but instead of leading with what the brain is, lead with what your board pack depends on. Section by section. Then underneath, what each one draws from, and what would need to be rebuilt.
  46. Helen Marsden
    Helen Marsden None
    That's the document I asked for. Yes. Can I see a draft before it goes anywhere? I don't want anything in front of IT that I haven't read.
  47. Natalie Eze
    Natalie Eze None
    Of course. It comes to you first, always. You can change it, challenge it, or bin it. It's your evidence as much as mine.
  48. Helen Marsden
    Helen Marsden None
    Thank you. And I'd like it to include what doesn't work well. If the brain has weaknesses, the board will find them, and I'd rather they read them from me.
  49. Natalie Eze
    Natalie Eze None
    I think that makes it more credible, not less. So, what are the weaknesses, from where you sit? Give me the honest list.
  50. Helen Marsden
    Helen Marsden None
    Well. First, the arrears figure caused me a week of worry. It's explained now, but it shouldn't have taken me that long to see the cut-off. Second, adoption outside my team, which we've covered. Third, and this is smaller, the dashboards builder is fine but I sometimes spend a while on layout.
  51. Natalie Eze
    Natalie Eze None
    All fair. On the first, we've just fixed it by showing the cut-off on the page. On the second, we'll try the complaints session. On the third, I'll pass it to the product team, and if there's a workaround I'll tell you.
  52. Helen Marsden
    Helen Marsden None
    That's sensible. Can I raise something about the service, too? Your refresh is complete by 07:00, and that's been reliable. But on one morning my team felt it was late, and I didn't raise it because I wasn't sure.
  53. Natalie Eze
    Natalie Eze None
    Please do raise it next time, even if you're not sure. A ticket is cheap and it lets me check the timestamps properly, rather than relying on how it felt. What I can say is that nothing's been logged as a miss on your account, but I'd rather look than assume.
  54. Helen Marsden
    Helen Marsden None
    I will. I think I worry about being a nuisance.
  55. Natalie Eze
    Natalie Eze None
    You're really not. If anything, the quiet ones worry me more.
  56. Helen Marsden
    Helen Marsden None
    Right. Can we talk about the renewal itself now? I'd like to understand where we are on paper.
  57. Natalie Eze
    Natalie Eze None
    Yes. The contract runs to 1 Sep 2025, with the renewal date as 2 Sep 2025. You're on Growth, forty licensed users, forty-four thousand a year. Tom is putting the paperwork together and I know he's talked to you about payment options. I don't have the final document in front of me, so I won't quote terms beyond that, but the order form is the thing that governs, and I'll make sure you see it in good time.
  58. Helen Marsden
    Helen Marsden None
    That's what I understood. Is there anything in there I should be worried about? A price change, a different set of terms?
  59. Natalie Eze
    Natalie Eze None
    Not that I'm aware of, and I'd tell you if there were. Tom's the person for the commercial detail, and he's said the price isn't expected to move. I'll check with him again today, so you're not relying on my memory.
  60. Helen Marsden
    Helen Marsden None
    Thank you. I'd like it in writing, ideally, so I can show finance.
  61. Natalie Eze
    Natalie Eze None
    Understood. I'll ask him to send that over this week.
  62. Helen Marsden
    Helen Marsden None
    Can I ask you something slightly different? If we did decide to go in-house, what would that mean for the data? It's all in our own Snowflake account, isn't it?
  63. Natalie Eze
    Natalie Eze None
    It is. The brain runs inside your Snowflake account, so the data and the models of it stay with you. That's actually one of the points I'd put in the summary, because it changes the comparison. Whatever you decide, you're not hostage to us for your own data.
  64. Helen Marsden
    Helen Marsden None
    That's useful. I'd lost sight of that. It would change how I describe the risk.
  65. Natalie Eze
    Natalie Eze None
    I'd say what you'd be replacing is the layer on top: the connectors, the search and chat, the dashboards and the upkeep. Not the data itself. That's the real comparison, and I think it should be set out fairly.
  66. Helen Marsden
    Helen Marsden None
    Fairly is what I want. I don't want to pretend the in-house route is hopeless, because it isn't. Our IT colleague is capable. But I also don't want us to underestimate what the upkeep involves.
  67. Natalie Eze
    Natalie Eze None
    Then the summary should say that in as neutral a voice as I can manage. What you'd gain, what you'd carry. I can put a few questions at the end that IT might want to ask themselves, too.
  68. Helen Marsden
    Helen Marsden None
    Like what?
  69. Natalie Eze
    Natalie Eze None
    Who looks after the connectors when a source system changes. Who watches that the nightly refresh finished. What happens when the person who built a dashboard moves on. Not rhetorical, they're just the things that tend to bite later.
  70. Helen Marsden
    Helen Marsden None
    Those are good questions. They're the ones I'd ask. Put them in.
  71. Natalie Eze
    Natalie Eze None
    Will do. Now, before I forget, shall I show you the cut-off switch on the pages? It's quick.
  72. Helen Marsden
    Helen Marsden None
    Yes please.
  73. Natalie Eze
    Natalie Eze None
    Okay, so I'm going into the page settings of your arrears dashboard. There's a toggle called data as of. If you turn it on, the footer shows the last refresh time for every source that feeds it. Do you want to try it?
  74. Helen Marsden
    Helen Marsden None
    Hold on. Let me find the dashboard. I've got it. Settings, you said?
  75. Natalie Eze
    Natalie Eze None
    Top right, the little cog. Then scroll to the bottom.
  76. Helen Marsden
    Helen Marsden None
    Got it. Data as of. I'll switch it on. And there it is in the footer. Oh, that's much better than what I had. It even shows the housing system separately.
  77. Natalie Eze
    Natalie Eze None
    Exactly. So when the board asks which day the number is from, it's on the page.
  78. Helen Marsden
    Helen Marsden None
    I'll do it on the other board-pack dashboards today. That alone has saved me a great deal of explaining.
  79. Natalie Eze
    Natalie Eze None
    Good. If any of them don't show it, tell me, because that would be a bug I want to look at.
  80. Helen Marsden
    Helen Marsden None
    I will. Now, you mentioned a session with complaints. What would you need from me to set it up?
  81. Natalie Eze
    Natalie Eze None
    Just the name of one person in that team who's willing, and thirty minutes of their time. I'd prefer someone sceptical rather than enthusiastic. If it works for them, it'll work for the rest.
  82. Helen Marsden
    Helen Marsden None
    I have exactly the person. She'll tell you if it's rubbish. Let me ask her and come back to you.
  83. Natalie Eze
    Natalie Eze None
    Perfect. The same goes for repairs, if there's anyone there with a spare half hour. I'm not trying to fill forty seats for the sake of it. I'd just like the people who'd benefit to have had a look.
  84. Helen Marsden
    Helen Marsden None
    I understand that. And it makes it a better case, doesn't it? Not a licence count, but actual use.
  85. Natalie Eze
    Natalie Eze None
    I think so. A number of seats tells nobody anything. What the board pack couldn't do without it tells them a lot.
  86. Helen Marsden
    Helen Marsden None
    Agreed. Is there anything else on your list for the review?
  87. Natalie Eze
    Natalie Eze None
    A couple of housekeeping things. First, admins. You have more than one admin on the account, which is exactly right, and I'd like to keep it that way so you're not exposed if somebody's on leave. Second, there's a feature in the roadmap for the dashboards builder that I think you'd like, around scheduled snapshots, so a board-pack figure can be frozen as of a date. I can't promise when, but I'll let you know.
  88. Helen Marsden
    Helen Marsden None
    A frozen snapshot would be lovely. That's another thing the board asks for. They want to see the figure as it was the day the pack went out.
  89. Natalie Eze
    Natalie Eze None
    I know. I'll put it in the summary as something you've asked for, so it's on record.
  90. Helen Marsden
    Helen Marsden None
    Thank you. I think that covers me, then. Unless you've anything more.
  91. Natalie Eze
    Natalie Eze None
    One last thing, and it's more of a request. When the internal review gets to a decision point, would you tell me early? Even if the answer's not the one I'd like. It lets me plan, and it lets Tom make sure the paperwork is right whichever way it goes.
  92. Helen Marsden
    Helen Marsden None
    I will. I'll tell you as soon as I know, and I'll try to tell you what's pushing it, too. I won't go quiet on you.
  93. Natalie Eze
    Natalie Eze None
    That's all I'd ask. Thank you, Helen.
  94. Helen Marsden
    Helen Marsden None
    Well, you've been straight with me, so it's only fair.
  95. Natalie Eze
    Natalie Eze None
    Right, so let me run through who's doing what. I send you the draft one-page summary, board-pack sections first, with the source detail underneath, the neutral comparison and the questions for IT. You read it before anyone else does. I'll ask Tom to send the written confirmation of the renewal terms and the payment options this week. I'll send you a couple of slots for the complaints session. You ask your sceptical colleague. And you switch on the data-as-of footer across the board pack and let me know if any dashboard doesn't show it.
  96. Helen Marsden
    Helen Marsden None
    That's right. I'd add that I'll let you know where the internal review has got to. Shall we put something in the diary for the end of the month, just a short check-in, so it doesn't drift?
  97. Natalie Eze
    Natalie Eze None
    Yes, let's do that. I'll send an invite for the last week of August, thirty minutes. If it turns out we've nothing to say, we'll cancel it and nobody minds.
  98. Helen Marsden
    Helen Marsden None
    Good. Thank you, Natalie. This has been much more useful than I expected. I came in worried about one number, and I'm leaving with a plan.
  99. Natalie Eze
    Natalie Eze None
    That's the nicest thing you could say. I'll get the summary to you soon, and the email with the slots today.
  100. Helen Marsden
    Helen Marsden None
    Perfect. Have a good rest of your afternoon.
  101. Natalie Eze
    Natalie Eze None
    And you, Helen. Speak soon. Bye for now.
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