Wexmoor Property Group / BB-Demo – Onboarding
Callcompleted
Wexmoor Property Group: documents · 2026-02-13 16:00
Dana Whitaker saw the helpdesk connector answer real ticket questions on the 13 Feb 2026 onboarding call. Call recorder and contracts are not yet connected, and only two people use the brain against 40 licences.
What was said
What this says
Current to 11 Oct 26Dana Whitaker saw the helpdesk connector answer real ticket questions on the 13 Feb 2026 onboarding call. Call recorder and contracts are not yet connected, and only two people use the brain against 40 licences.
What happened: Hamza Akhtar showed the live helpdesk connector, and Dana tried two questions herself. Both returned traceable tickets, including a heating cluster she had not known about.
Customer view: Dana called the result useful and what she wanted. She asked whether showing only tickets to the leadership group at month end would look thin.
Commercial: Adoption is very light, with Dana and one regional manager in a Growth tier with 40 licences. Dana plans to invite three early users, and an invoice query is open with the customer success manager.
Watch: The call recorder is waiting on an admin account from IT, and the contracts folder on a sensitive-folder list. Until both land, the brain holds tickets only.
Themes
Current to 9 Oct 26Theme
Early onboarding, tickets live
Importance
neutral
Sentiment
positive
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Hamza to send the call recorder permissions note to Dana on the day of the call.
- Dana to forward the sensitive folders list and invite her early users.
- Dana to write to Elena, the customer success manager, about the invoice.
Risks
Current to 9 Oct 26- Only Dana and one regional manager use the brain, so value is not yet visible beyond them.
- The call recorder is blocked until IT provides an admin account.
- A first invoice query is open and Dana was unsure who to ask.
Opportunities
Current to 9 Oct 26- Dana plans to invite three early users and show a live ticket demo to the leadership group.
- Connecting the call recorder and contracts would make renewal conversations answerable in the brain.
Transcript
Hamza Akhtar NoneHi Dana. Can you hear me? I think I've just joined a moment before you.
Dana Whitaker NoneHi Hamza, yes, loud and clear. Sorry, I'm in the car park, I'll find somewhere quieter in a second. Okay, I'm in the office now. Give me ten seconds to close the door.- Hamza Akhtar NoneNo rush at all. It's Friday afternoon here, so I'm in no hurry whatsoever.
- Dana Whitaker NoneHa. For me it's just after ten and I've already had two calls about a stuck door. Right, door closed. Hello. How's your week been?
- Hamza Akhtar NoneBusy but good. I've been waiting on your side, to be honest, so a lot of my week was a quiet inbox. Which brings me neatly to it. Your colleague in IT ran the script on Tuesday, I saw the role and the warehouse appear. So thank you for chasing that.
- Dana Whitaker NoneShe said it was easier than she expected. She actually read your note twice and then did it in a morning. I think she was a bit suspicious that it was that simple.
- Hamza Akhtar NoneHa, good, suspicion is healthy. So where we are. The Snowflake space is there. I've connected the helpdesk, and the tickets have been loading since Wednesday. I'd like to show you what's in, and then we'll talk about the call recorder and the contracts. Does that work?
- Dana Whitaker NoneThat's exactly what I wanted. Go on.
- Hamza Akhtar NoneOkay, I'll share my screen. Tell me when you see it.
- Dana Whitaker NoneYep, I can see a page with a lot of green. Is that good?
- Hamza Akhtar NoneGreen is good. This is the connector status. The helpdesk is the first one, it's live, and it's pulled in your tickets back to the start of the history we agreed. The number is here, and it's still catching up on the older ones, so it will grow over the weekend. The call recorder is amber because it's waiting for credentials, and contracts is grey, not started.
- Dana Whitaker NoneSo amber is me, basically.
- Hamza Akhtar NoneAmber is a bit of you and a bit of me. I'll come to it. First, let me show you the tickets, because that's the nice bit. Give me a second. Right, I'll ask it something. Which properties have had repeat heating complaints in the last few months.
- Dana Whitaker NoneOh. Oh, that's, okay. That's quick.
- Hamza Akhtar NoneIt gives you a list, and underneath each one it shows the tickets it used. So you can click through and check it isn't making things up. See, this building has a handful, and they're from different tenants.
- Dana Whitaker NoneWait, go back. That second building. That's the one I was worried about. That's on the same floor plate as the one where the boiler failed. I didn't know that one had a cluster.
- Hamza Akhtar NoneThat's the sort of thing it's good at. Nobody's reading three hundred tickets, but the brain has. Is that useful or is that just alarming?
- Dana Whitaker NoneIt's both. It's useful. It's, yeah. It's what I wanted. Can I try one?
- Hamza Akhtar NonePlease. I'll stop sharing and you can have a go in your own login. You're the one user in there at the moment, plus your regional manager I think, who clicked the link.
- Dana Whitaker NoneOkay, I'm in. I'll ask it, which tenants have raised a problem with the loading dock more than once. Ah. It's thinking. Okay. Right. Yes. It's got three. Is that right? I'd have said two.
- Hamza Akhtar NoneClick the third one. What's the ticket text?
- Dana Whitaker NoneIt says the dock door at the rear sticks. That's, hold on, it's a different building but the same description. Oh, no, that is the same issue, they've just filed it twice with different words. Fine, so it's three, I was wrong.
- Hamza Akhtar NoneGood, you don't need to take my word. So the tickets are working. What I want to ask is whether anything looks odd or missing, because you know the data better than I do.
- Dana Whitaker NoneHmm. A few of the older ones have no building name on them. Is that a problem?
- Hamza Akhtar NoneIt's a data quality thing in the source, I think, rather than something we've broken. If the ticket never had a property recorded, the brain can't invent one. What I can do is read the description and infer, but I'd flag it as a guess. Do you want it to guess, or leave it blank?
- Dana Whitaker NoneFlag it as a guess. Don't leave it blank. If it's wrong my analyst will catch it.
- Hamza Akhtar NoneOkay. I'll set it that way and I'll make a note in the build log so it's recorded as a decision. Right, the call recorder. This is the amber one. What I need is two things from you. An account, an admin sort of account, that can read recordings and transcripts. And the answer on which calls are in scope.
- Dana Whitaker NoneI've got the second one. I found the policy. It says the renewal conversations and tenant complaint calls are recorded and kept, and everything else is not. And the leasing director confirmed nobody's excluded. But she wants to know who can read the transcripts once they're in the brain.
- Hamza Akhtar NoneThat's a reasonable thing for her to ask. The simple answer is whoever you give access to. In practice I'd suggest the leasing team, you and the regional managers can see the renewal calls, and the complaint calls are visible to operations. We can set that as two groups.
- Dana Whitaker NoneThat's about right. Can it also hide a specific call if a tenant has complained about, I don't know, one of our own people?
- Hamza Akhtar NoneYes, you can exclude a call or a person. It's a manual step, someone needs to say so, but it's possible. I'd write that into the access list so it's agreed up front.
- Dana Whitaker NoneGood. I'll tell her. Okay, the account, I need to ask IT. Same colleague?
- Hamza Akhtar NoneProbably, yes, although it depends who administers the call recorder. It might be somebody in the leasing team. If it helps I can write a short note that says what permission is needed and why, and you forward it.
- Dana Whitaker NoneThat'd help a lot. Can you do that today?
- Hamza Akhtar NoneYes, I'll send it straight after this. Now the contracts. You said an analyst owns that folder. Has she had a chance to look at the sensitive list?
- Dana Whitaker NoneShe has, it's in my inbox, I haven't forwarded it. Three folders. Anything with the term pricing, the insurance ones, and a folder for our biggest security supplier because the rates are commercially sensitive. I'll send it as soon as we're off.
- Hamza Akhtar NoneGreat. When I have it I'll configure those so only a named group reads them. Everything else in the main folder, I'll connect first. Then I'll send you the list of what was read and what wasn't.
- Dana Whitaker NoneOkay. Can I ask something a bit different? Elena's not on today. Is it me who should email her about the invoice? Our finance team asked me whether the first one has come through, and I wasn't sure who to ask.
- Hamza Akhtar NoneI wouldn't want to guess on that. Elena is your customer success manager, and she said she'd check anything on invoicing with our Finance team before giving a date. So yes, please write to her, and I'll mention it to her as well, so she's expecting it.
- Dana Whitaker NoneFine, I'll do that. Thanks. Is it normal that it's quiet on the adoption side? It's just me and a regional manager in there. I expected more by now.
- Hamza Akhtar NoneIt's normal this early, yes. The brain only has tickets so far, so there's not that much to ask yet. The usage tends to pick up once the calls and contracts are in, because people can ask the question they actually have. But you should invite your handful of early users now, I'd say, so they've got a login and a first look. You've forty licences and you're using hardly any.
- Dana Whitaker NoneI'll do the three I mentioned. The two regional operations managers and the leasing coordinator. Do I do that or do you?
- Hamza Akhtar NoneYou add them in the admin page, it takes a minute each. Want to do one now, while we're on?
- Dana Whitaker NoneGo on then. Where do I click?
- Hamza Akhtar NoneTop right, your name, then Users. There. Add user, type the email address, choose Member rather than Admin. Admin is for the people who change settings, and for now it's you and your IT colleague.
- Dana Whitaker NoneDone, one invited. Easier than I thought. I'll do the others after the call. Should I tell them what to ask it?
- Hamza Akhtar NoneYes, give them a question each from their own day. The heating one is a good start. Honestly, the worst thing is a blank box. Give them something to try.
- Dana Whitaker NoneWill do. One more thing from me, and then I'll let you go. Can I show this to the leadership group at the end of the month, even with just tickets in? Is that going to look thin?
- Hamza Akhtar NoneI wouldn't call it thin. A live demo on your own tickets answering a real question is a good story. If the call recorder is connected by then, even better, but I'd show the tickets and be honest about what's coming. That's better than promising everything.
- Dana Whitaker NoneRight. That's what I'll do. Honest about what's coming.
- Hamza Akhtar NoneSo, my list from this call. One, I send you the permissions note for the call recorder today. Two, you forward the sensitive folders list to me today. Three, you add your early users and give them a question. Four, you write to Elena about the invoice. And five, once the call account arrives I connect the recordings and we meet again to look at a real renewal conversation. Does that match yours?
- Dana Whitaker NoneThat's mine. Thanks, Hamza. This is getting real.
- Hamza Akhtar NoneIt is. Have a good weekend, Dana, and stay warm out there.
- Dana Whitaker NoneYou too. Speak soon. Bye.
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