Wexmoor Property Group / BB-Demo – Check In
Callcompleted
Wexmoor Property Group: documents · 2026-04-30 16:00
Dana Whitaker says lease-renewal questions drive daily use and the account is healthy. She wants a value summary for leadership, dashboards training, and an overdue invoice point passed to her finance controller.
What was said
What this says
Current to 11 Oct 26Dana Whitaker says lease-renewal questions drive daily use and the account is healthy. She wants a value summary for leadership, dashboards training, and an overdue invoice point passed to her finance controller.
What happened: Elena Novak covered usage, support, wants for the coming months and invoices. Dana Whitaker confirmed operations coordinators now use the brain daily, driven by lease-renewal calls.
Customer view: Dana described the core use as one-shot answers on a tenant's complaints, contract end and last contact. She did not know the dashboards builder is included in Growth and asked for training.
Commercial: Dana wants a value summary she can show upstairs ahead of the renewal on 2 Feb 2027. Portfolio managers could be added within the forty licensed users, starting with dashboards.
Watch: A couple of invoices show as overdue on BB-Demo's side, and Dana did not know. A nightly refresh ran late one morning and no ticket was raised.
Themes
Current to 9 Oct 26Theme
Usage growth and value case
Importance
renewal
Sentiment
positive
Voice
decision-maker
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Elena Novak to send a dashboards training date, not on a Friday.
- Dana Whitaker to pass the overdue invoice point to the Wexmoor controller, and Elena to ask BB-Demo Finance to write with the detail.
- Elena Novak to prepare the value summary ahead of renewal.
Risks
Current to 9 Oct 26- Leadership will ask what the subscription delivers, and Dana has no better answer yet than 'it's handy'.
- Overdue invoices could colour the relationship if they are not handled as a paperwork matter.
- A late nightly refresh went unreported, so freshness issues may be going unseen.
Opportunities
Current to 9 Oct 26- Dashboards builder training for the coordinators, with a renewals-by-building view as the worked example.
- Portfolio managers can be added within the forty licensed users, starting with dashboards.
- A value summary built from Wexmoor's own calls and tickets can anchor the renewal conversation.
Transcript
Elena Novak NoneHello Dana, can you hear me all right?
Dana Whitaker NoneYeah, loud and clear. Can you hear me? My headset has been temperamental all week.- Elena Novak NonePerfectly, thank you. Good to see you. How has your week been?
- Dana Whitaker NoneBusy. We have a cluster of tenant move-outs across the light-industrial buildings and everybody wants an answer yesterday. Otherwise fine. You're in Amsterdam, right? Is it as grey as it looks behind you?
- Elena Novak NoneIt is raining, yes, as you would expect. It is the end of the day for me, so I will try to be efficient. Thank you for making the time.
- Dana Whitaker NoneNo, no, I appreciate you doing these. Go ahead.
- Elena Novak NoneAs I wrote in my email, I would like to cover four things. To confirm, first, how your teams are using the brain at the moment. Second, anything that is not working for you, including support. Third, what you would like from us over the coming months. And fourth, a small housekeeping point about invoices, which I will keep short. Does that work?
- Dana Whitaker NoneSounds good. Hit me with usage first, because honestly I'm curious what you can see from your side.
- Elena Novak NoneOf course. What I see is that the number of people active in a typical month has grown a lot compared with the previous quarter. It is still a small group, a handful of regular users, but the direction is very clear. You have forty licensed users on the Growth tier, so there is plenty of room.
- Dana Whitaker NoneYeah, that matches what I see. At the start it was basically me and one of the regional leads poking at it. Now the operations coordinators are in there daily. The lease-renewal calls were what got them hooked.
- Elena Novak NoneThat is interesting. Could you say a little more? What do they do with the lease-renewal calls?
- Dana Whitaker NoneSo before, if a tenant was thinking of leaving, you had to dig through the call recordings, then the CRM, then the service contract folder, and by the time you'd put it together the conversation had moved on. Now somebody just asks: what has this tenant complained about, what is their contract end, who spoke to them last. And it comes back in one go. That's the whole reason I bought it, to be fair.
- Elena Novak NoneYes, that is exactly the use case in your profile with us. I am glad to hear it is real in practice and not only in the demo.
- Dana Whitaker NoneIt's real. Not perfect, mind you. Sometimes the tenant tickets and the calls disagree on which building someone is in, and then I have to go and fix it by hand.
- Elena Novak NoneUnderstood. Is that a data problem in the source system, or does the brain join them incorrectly? I want to be precise about it, so I can note it properly.
- Dana Whitaker NoneI think it's the source. Property names are typed differently in the ticketing side and the service contract side. Somebody types the street, somebody types the building nickname. So the brain's doing its best.
- Elena Novak NoneRight. In that case I will make sure that we raise it as a how-to and a data-hygiene question with your team, not as a fault. There are ways to add a mapping so that both names point at the same building. Would one of your coordinators be able to own that list?
- Dana Whitaker NoneProbably. I'd have to ask. Let me take that as an action, and I'll come back to you in writing.
- Elena Novak NoneThank you. I will note it down: Dana to identify an owner for the building name mapping. Moving to the second point. I can see that you have not raised any tickets in the last month. Is that because everything is working, or because people are working around things?
- Dana Whitaker NoneHa. Fair question. Mostly everything's working. There was a thing where the nightly refresh seemed late one morning, but by the time I looked it had caught up, so I didn't bother anyone.
- Elena Novak NoneI would encourage you to tell us, even if it resolves itself. We can look at the logs, and then you have a record. It costs you one line in the helpdesk.
- Dana Whitaker NoneOkay, yeah. Point taken. I'll tell the coordinators the same. They tend to assume a ticket is for emergencies.
- Elena Novak NoneIt is not only for emergencies. How-to questions are welcome as well. Now, about the coming months. What would you like the brain to do that it does not do today?
- Dana Whitaker NoneOkay, so two things, really. One is that I'd love the portfolio managers to see it, not just operations. They're asking me for the same answers all the time and I'm basically their search engine. The other is the dashboards. I saw something in a newsletter about building your own, and I'd like a view of renewals coming up by building.
- Elena Novak NoneBoth are sensible. The dashboards builder is part of your Growth tier, so you already have it. I can arrange a short training session for your coordinators, with the renewals view as the worked example. That would be useful, I think, as it would also show them how to build the next one themselves.
- Dana Whitaker NoneOh, it's included? Nobody told me that. Yes, please, do that. When could we do it, roughly?
- Elena Novak NoneI would propose sometime in the next few weeks, but I will confirm a specific day by email after checking my calendar and the trainer's. I would rather not promise a date in this call and then move it.
- Dana Whitaker NoneThat's fine. Just not Fridays, people vanish on Fridays.
- Elena Novak NoneNoted, no Fridays. On the portfolio managers: you have forty licensed users, and today only a few of them are active. So you could add them without any change to the contract. The question is more about who would look after them, and whether you want them to ask questions freely or only through the dashboards.
- Dana Whitaker NoneHm. I think I'd start with the dashboards, actually. Give them something to look at before they start asking things. Otherwise I'm worried they'll ask something vague and decide it's rubbish.
- Elena Novak NoneThat is a very sensible instinct. We have seen the same in other accounts. People get a better first impression from a prepared view. Then, after a couple of weeks, you open up the chat to them.
- Dana Whitaker NoneGood. Yeah. Let's do that.
- Elena Novak NoneNow the housekeeping point, and I will be brief because it is not my area. I can see that a couple of invoices are shown as overdue on our side. I am not Finance, so I cannot tell you the reason, and I do not want to guess. I only want to make sure that you know, and that the right person at Wexmoor is aware.
- Dana Whitaker NoneOverdue? Huh. I didn't know that. I'm not the one who pays things, that'd be our finance people. Greg, the controller, and his team in payables.
- Elena Novak NoneYes, I understand. Would you be comfortable passing it to Greg, so that he can check against the purchase order and the entity? I will also ask our Finance team to write to him directly with the detail. I will not give you a date for that, because I need to check with them first.
- Dana Whitaker NoneYeah, send it to him, copy me. I don't want this to turn into a thing. We like the product, I'd hate for a paperwork issue to be the memory somebody has.
- Elena Novak NoneI agree completely. It is a paperwork matter, and I will make sure that it is treated as one. Your account is in good shape otherwise.
- Dana Whitaker NoneGood. Is there anything else on your list? I've got a call with a regional lead in a few minutes.
- Elena Novak NoneJust one more, for context only. Your contract runs until 1 Feb 2027, and the renewal falls on 2 Feb 2027, so there is plenty of time. I will come back to you well before that with a review of what the brain has done for you. We do not need to discuss it today.
- Dana Whitaker NoneOkay, great. I'd like that, actually, a proper summary I can show upstairs. They'll ask what we get for fifty thousand a year and I want a better answer than 'it's handy'.
- Elena Novak NoneUnderstood, and thank you for saying it. I will prepare it with examples from your own calls and tickets, not general claims, so that it is something you can put in front of your leadership.
- Dana Whitaker NonePerfect. Anything else from me? No. I think that's it.
- Elena Novak NoneTo confirm the actions, then. One: Dana finds an owner for the building name mapping and replies in writing. Two: I send a date for the dashboards training, not on a Friday. Three: Dana passes the overdue invoice point to Greg, and I ask our Finance team to write to him with the detail. Four: I prepare the value summary ahead of renewal. Is that right?
- Dana Whitaker NoneThat's right. Thanks, Elena. This was useful.
- Elena Novak NoneThank you, Dana. You will have the written summary from me today. Kind regards, and enjoy the rest of your day.
- Dana Whitaker NoneYou too. Bye.
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