Wexmoor Property Group / BB-Demo – Onboarding
Callcompleted
Wexmoor Property Group: documents · 2026-03-19 17:15
Dana Whitaker, VP Operations, said only about three of forty seats are in use and her CEO has asked twice what it is for. The contracts drive is not connected, and she raised open invoices.
What was said
What this says
Current to 11 Oct 26Dana Whitaker, VP Operations, said only about three of forty seats are in use and her CEO has asked twice what it is for. The contracts drive is not connected, and she raised open invoices.
What happened: Hamza Akhtar walked Dana through connected sources. The helpdesk is live, the call recorder is partial, and the service contracts drive is not connected because the IT access request stalled.
Customer view: Dana is worried about adoption and value. She could not say what the CEO got for £50k, and she is wary of another tool she must sell internally.
Commercial: Value risk is high early in the term. Hamza agreed a one-page summary for the CEO, a small-group training session at the end of the month, and a coordinator to act as admin.
Watch: Dana said finance flagged open invoices and that they are not disputing anything. She wants an answer before it reaches her CFO, and the evidence does not show the outcome.
Themes
Current to 9 Oct 26Theme
Onboarding adoption and value
Importance
renewal
Sentiment
mixed
Voice
decision-maker
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Hamza sends the permission wording and a one-page summary for the CEO this week.
- Dana forwards the drive request to IT and supplies the small group names and a coordinator as admin.
- Jordan and Elena respond to Dana directly on the open invoices.
Risks
Current to 9 Oct 26- Only about three of forty seats are in use and the CEO has asked twice what the brain is for.
- The service contracts drive is not connected, so operations cannot yet ask about contracts and open tickets.
- Open invoices reached Dana and could escalate to her CFO if not answered quickly.
Opportunities
Current to 9 Oct 26- Regional managers and leasing leads feel the pain most and are a clear first group for training.
- The repeat tenant issues question matches a report managers build by hand every Monday.
Transcript
Hamza Akhtar NoneHello, Dana. Can you hear me all right? I think I've got the wrong microphone selected, hang on.
Dana Whitaker NoneI can hear you fine. Good afternoon to you, although it's still the morning here, a bit past eleven.- Hamza Akhtar NoneRight, afternoon from London then. Thanks for making the time, I know it's a busy week for you.
- Dana Whitaker NoneIt's every week. I've got a portfolio review straight after this, so let's make it count.
- Hamza Akhtar NoneIs it still freezing in Chicago? It's been grey here all week.
- Dana Whitaker NoneNot freezing, just grey and windy. It's always windy. Anyway.
- Hamza Akhtar NoneSo the plan is short. I'd like to go through where the onboarding has got to, which sources are actually flowing into the brain, and then agree who owns what on your side. Does that work?
- Dana Whitaker NoneMostly. But I'll be straight with you, Hamza, I'm a bit worried. We signed at the start of February, we're a good few weeks in, and when I look at who's actually logging in it's me and maybe two other people. We've paid for forty seats.
- Hamza Akhtar NoneYeah, no, that's fair, and I'd rather we started there than skated past it. Let me share my screen so you can see what I'm seeing. Can you see the admin page?
- Dana Whitaker NoneI can. It's a lot of grey.
- Hamza Akhtar NoneIt is a lot of grey, and that's partly the point. Here are your connected sources. The helpdesk is live and indexing, that's your tenant tickets. The call recorder is connected but only part way, because the lease-renewal calls are only coming through from one team so far. And the shared drive with the service contracts, that one is not connected yet.
- Dana Whitaker NoneWhy not? I thought that was the one we'd start with.
- Hamza Akhtar NoneIt was on the plan, and I'll own that. We were waiting on access from your IT side and I don't think the request ever got to the right person. Do you know who looks after the drive permissions?
- Dana Whitaker NoneThat'd be a colleague in IT. I can chase. I did put the request in once, but it might have gone to a shared inbox.
- Hamza Akhtar NoneOkay. If I send you the exact permission wording today, could you forward it with your name on it? It tends to move faster coming from a VP.
- Dana Whitaker NoneYes. Send it and I'll copy the head of IT as well.
- Hamza Akhtar NonePerfect. Honestly, that's the biggest blocker, because the service contracts are what make the brain useful for your operations people. Tickets on their own are only half the picture.
- Dana Whitaker NoneRight, and that's what I keep telling my team. They want to ask which tenants have a contract coming up and what's open against them. If they can't do that they'll just go back to spreadsheets.
- Hamza Akhtar NoneAnd they will, I've seen it happen. So the question I'd want you to think about is less how do we get everyone on, and more which three or four people feel this pain most.
- Dana Whitaker NoneHonestly, my regional managers. There are a few of them and each one lives in that mix of tenant tickets and renewals. And a couple of the leasing leads.
- Hamza Akhtar NoneGood, that's a proper starting group. Are the regional managers aware the brain exists? Like, has anyone actually told them?
- Dana Whitaker NoneDefine aware. I sent one email when we signed. I haven't done a proper walkthrough, and nobody's been given a reason to open it.
- Hamza Akhtar NoneYeah. That's usually where it sits at this stage, no one's been given a reason. What I'd suggest is a hands-on training session soon, with just that small group, using your own tickets and your own renewal calls, so the first thing they see is something they recognise.
- Dana Whitaker NoneHow soon?
- Hamza Akhtar NoneI can look at the end of this month. That gives us time to get the drive connected first, so the contracts are in there.
- Dana Whitaker NoneThat works. I'd rather do it once and do it properly than twice.
- Hamza Akhtar NoneLet me show you one thing so it isn't all abstract. This is a question typed into the brain over your tickets alone: which buildings have had the most repeat tenant issues.
- Dana Whitaker NoneOh. That's actually, that's the thing my managers do by hand every Monday.
- Hamza Akhtar NoneRight. And that's from the helpdesk only, so imagine it with the contracts behind it.
- Dana Whitaker NoneMm. Can it tell me which of those are on a contract that's up for renewal?
- Hamza Akhtar NoneOnce the drive is connected, yes, that's exactly the question. Today it can't, it only knows the tickets.
- Dana Whitaker NoneOkay. Then I understand why you keep going on about the drive.
- Hamza Akhtar NoneSorry, I do go on.
- Dana Whitaker NoneNo, it's fine. It's the first time it's felt real.
- Hamza Akhtar NoneNow, the other thing I wanted to ask. I see one ticket from your side in the last month. Do you remember it?
- Dana Whitaker NoneVaguely. It was a login thing, I think, one of my managers couldn't get in the first time.
- Hamza Akhtar NoneYes, that's it. It was resolved, but it tells me your people did try. So that's a good sign, actually. They tried and something got in the way.
- Dana Whitaker NoneSomething always gets in the way.
- Hamza Akhtar NoneHa, fair. Let me ask about invitations. Did you invite people one by one, or did someone do a batch?
- Dana Whitaker NoneI think I did the first few myself and then stopped. I wasn't sure who else should have a seat, to be honest.
- Hamza Akhtar NoneThat makes sense. And that's useful to know, because it means most of the forty are still empty rather than people being put off. Which is easier to fix.
- Dana Whitaker NoneIs it, though? Because from where I sit it looks like we've bought something and nobody's using it. And my CEO has asked me twice what it's for.
- Hamza Akhtar NoneI understand. And I won't dress it up: at this point the usage is low, and that's on both of us to put right. What I can do is give you something short for your CEO, a plain page of what's connected now, what's coming and when, and what the first people will be able to do.
- Dana Whitaker NoneThat would help. Keep it short, he won't read more than a page.
- Hamza Akhtar NoneOne page. I'll send it before the end of the week.
- Dana Whitaker NoneCan I ask you something slightly awkward?
- Hamza Akhtar NoneGo on.
- Dana Whitaker NoneWhen it works, what does a good month look like for a company like ours? What would I tell my CEO we got for £50,000? Because right now I couldn't answer that.
- Hamza Akhtar NoneThat's not awkward, it's the right question. A good month for you is probably that the regional managers stop building their Monday reports by hand, that someone asks the brain about a tenant before a lease conversation, and that you can see in one place what's open against a contract. If I were you I'd measure it by questions asked, and by how many of the forty seats are really being used.
- Dana Whitaker NoneSo not hours saved or anything like that.
- Hamza Akhtar NoneHours saved is what you'd feel, questions asked is what we can actually count from day one. I'd start with that and add the hours once your managers can tell you.
- Dana Whitaker NoneOkay. Fine. I'll take that.
- Hamza Akhtar NoneAnd on the Growth plan you also get the dashboards builder, which I'd keep for the second session. Get people asking questions first, then pin the useful ones.
- Dana Whitaker NoneFine. One thing at a time.
- Dana Whitaker NoneAnd can I raise something else, while we're at it? Our finance team flagged a couple of invoices as still open and asked me whether we were disputing something. I told them I didn't know, and it landed on my desk.
- Hamza Akhtar NoneThank you for saying. I can't see the billing side from here, so I don't want to guess. I'll pass it to Jordan and Elena today, Jordan looks after the commercial side and Elena is your customer success manager, and one of them will come back to you directly.
- Dana Whitaker NoneFine. Just so it's clear, we're not disputing anything. I'd just like to know what's what before it escalates to my CFO.
- Hamza Akhtar NoneUnderstood, and it's a fair thing to want. I'll make sure they know it needs a quick answer.
- Dana Whitaker NoneOkay. Back to the plan. What do you need from me?
- Hamza Akhtar NoneThree things, really. First, the drive permissions, forwarded with your name on it. Second, the names of the small group, regional managers and leasing leads, so I can set up their seats before the session. Third, someone on your side to be the admin for the brain day to day, because at the moment I think that's just you.
- Dana Whitaker NoneIt's just me, yes. I can't be the admin, I haven't got the time. Could it be someone in operations? A coordinator?
- Hamza Akhtar NoneAbsolutely, a coordinator is ideal. Someone who knows your tickets and is comfortable adding people and checking the sources. I'd train them in the same session.
- Dana Whitaker NoneThere's one coordinator who's very organised. I'll ask her this week.
- Hamza Akhtar NoneLovely. And the lease-renewal calls, you said it's one team coming through so far. Is that right, or is that a recorder setting?
- Dana Whitaker NoneI think it's a setting. The other teams use the same recorder but I believe only one team's calls are shared to a folder that the connection reads.
- Hamza Akhtar NoneThat sounds right. I'll check what the connector can see and tell you which teams are missing, then you can decide whether they should be in.
- Dana Whitaker NoneYes. I don't want to pull in everyone's calls though. Some of them are internal and sensitive.
- Hamza Akhtar NoneUnderstood, and that's your call. We only index what the connection is allowed to read, so if you'd rather limit it to the leasing calls, we keep it to that.
- Dana Whitaker NoneGood. Leasing and tenant relations only for now.
- Hamza Akhtar NoneNoted. I'll write that down so it's clear. Anything else worrying you?
- Dana Whitaker NoneJust the usual. That this turns into another tool that I have to sell internally.
- Hamza Akhtar NoneThen let's make the first session about something your people already ask for. If they ask a question and get an answer they'd otherwise have spent an afternoon chasing, they'll sell it for you.
- Dana Whitaker NoneThat's the hope. All right, I need to run, my review's starting.
- Hamza Akhtar NoneOf course. So, to recap: I send the permission wording and the one-pager, you forward the request and give me the names and a coordinator, and we aim for the training session at the end of the month.
- Dana Whitaker NoneYes, and your colleagues come back to me on the invoices.
- Hamza Akhtar NoneYes, today. Thanks, Dana. Speak soon.
- Dana Whitaker NoneThanks, Hamza. Bye.
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