Hartside Student Living / BG-Demo – Onboarding
Callcompleted
Hartside Student Living · 29 Apr 2026 09:15
Snowflake access came through and the CRM and helpdesk connectors were set up with Sana Rahman. The accounting system waits on finance, and the agreements drive is next. Sana said it was easier than she had feared.
What was said
What this says
As at Fri 9 Oct 2026Snowflake access came through and the CRM and helpdesk connectors were set up with Sana Rahman. The accounting system waits on finance, and the agreements drive is next. Sana said it was easier than she had feared.
What happened: Onboarding call on 29 Apr 2026, Hamza Akhtar and Sana Rahman only. IT granted Snowflake access, and the CRM and helpdesk connectors were authorised and started loading.
Customer view: Sana's worry was that the brain would be a day behind. Hamza explained the overnight refresh, which settled it.
Commercial: Progress is steady and the customer is engaged. Blank building fields at smaller sites will limit ticket joins until Sana makes the field required.
Watch: The accounting connector needs finance sign-off, and the agreements drive has many old drafts. Bethany Cole was not on this call, and she wanted the agreements in before her partner review.
Themes
As at Fri 9 Oct 2026Theme
Connector setup progress
Importance
neutral
Sentiment
positive
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Hamza Akhtar sends the finance note and the drive checklist the same day.
- Sana Rahman sends a screenshot of the folder tree, marking live agreements and old drafts.
- Sana Rahman raises the required building field with the resident services lead.
Risks
As at Fri 9 Oct 2026- Blank building fields at smaller sites will leave some tickets unjoined to a university.
- The accounting connector still needs finance sign-off before it can load.
- The agreements drive holds many old drafts, which may slow the second wave.
Opportunities
As at Fri 9 Oct 2026- Once the agreements are connected, partner reviews can show terms beside ticket and invoice data.
- A required building field at source makes the helpdesk tidier for the customer as well as the brain.
Transcript
Hamza AkhtarMorning, Sana. Can you hear me?
Sana RahmanMorning. Yes, fine. Give me a second, I've got a rogue tab playing a video and I can't find which one.- Hamza AkhtarAlways the way. No rush.
- Sana RahmanFound it. Right. Sorry. How was your week?
- Hamza AkhtarBusy but fine, thanks. Rain all week up here, so I've been indoors a lot. Yours?
- Sana RahmanSame, and the trains were a mess on Monday. Anyway. Good news, IT came back and gave me access to the Snowflake side yesterday.
- Hamza AkhtarThat's great, that was the long pole. Did they have any questions about what we create?
- Sana RahmanA couple. Mostly they wanted to know about the role it runs under and whether it can read anything outside the schemas we point it at. I used your note and they were fine in the end.
- Hamza AkhtarGood. It only reads what's granted, so if they're ever nervous, they can tighten that and we'll work within it. Right, let's get the first connectors going. I'll share my screen, so you can follow along.
- Sana RahmanGo ahead. I can see it. It's the setup page, yes?
- Hamza AkhtarYes, connectors. We'll start with the CRM. I'll need you to authorise it with an account that can read everything, not a personal one if you can avoid it.
- Sana RahmanWe have a service account for reporting. I'll use that. Hang on, let me find the details.
- Sana RahmanOkay, I've pasted it in. It's asking me to approve. Yes. Done.
- Hamza AkhtarLovely. You can see it's started pulling records. It'll take a while for the first load, so we'll leave it and move on to the helpdesk.
- Sana RahmanSame approach? Same sort of service account?
- Hamza AkhtarSame. The helpdesk will usually want an admin to create a token. If that's a different person from you, tell me and we'll ask them.
- Sana RahmanIt's me. We only have a couple of admins and I'm one of them. Give me a moment.
- Sana RahmanOkay, token's in. And it's connected, I think?
- Hamza AkhtarIt is. Two sources loading now. While those run, tell me how the building tag count went. You said you'd check the smaller sites.
- Sana RahmanSo for the pilot university it's actually good. Nearly every ticket has a building. For a couple of the smaller university cities it's patchy, a fair number are blank. I've not touched those yet.
- Hamza AkhtarThat's about what I expected. For the pilot, we're fine. For the rest, I'd put a simple rule in, so a blank building falls back to the address on the ticket. Or you could have the team fill it in going forward, which is cleaner.
- Sana RahmanI'd rather fix it at source. I'll raise it with the resident services lead, make the field required. It's a five minute change, it's just nobody's asked.
- Hamza AkhtarThat's the best outcome. The brain will be more useful and your team's helpdesk is tidier as well.
- Sana RahmanCan I ask about the accounting system? Bethany spoke to our finance lead and they're happy, but I'd like to know what it actually pulls in before I give them the go-ahead.
- Hamza AkhtarOf course. It reads invoices and their status, paid or overdue, customer names, amounts and dates. It doesn't need bank details or payroll and we don't ask for them. I'll put that in writing for your finance lead if it helps.
- Sana RahmanYes please. They like a document.
- Hamza AkhtarDone. I'll send that this afternoon. Now, the first load. Let's see where we are. Right, the CRM is most of the way through.
- Sana RahmanI can see the number going up. Does it matter if it's slow?
- Hamza AkhtarNot at all, the first one's always the longest. After that it refreshes overnight, so by the time you're in tomorrow it should be current.
- Sana RahmanGood. Honestly, that was my worry, that I'd come in and it'd be a day behind.
- Hamza AkhtarThe refresh finishes before the working day starts, so you shouldn't see that. If you ever do, tell me straight away and don't just assume it's you.
- Sana RahmanRight. So what happens after this? I'm trying to work out what to tell Bethany.
- Hamza AkhtarTell her two of the three structured sources are live and the accounting system is waiting on finance. The shared drive with the agreements is next. I'd like to look at the folder layout with you before we connect it, because that decides how well the agreements line up with each university.
- Sana RahmanI can send you a screenshot of the folder tree. Is that enough?
- Hamza AkhtarThat's perfect, a screenshot is plenty. And a note of which folders are the live agreements and which are old drafts, if that's easy.
- Sana RahmanThere are a lot of old drafts. I'll mark them. It's probably worth doing anyway.
- Hamza AkhtarIt really is. Okay, I think that's us. I'll send the finance note and the drive checklist today, you send the screenshot and chase the helpdesk field. Anything else?
- Sana RahmanNo, I think that's it. Thanks, Hamza, that was easier than I'd feared.
- Hamza AkhtarGood. Speak soon, Sana. Cheers.
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