Ludworth Lettings / BG-Demo – Onboarding
Callcompleted
Ludworth Lettings · 28 May 2026 10:45
Ollie Pearson ran the 28 May 2026 onboarding with Amy Royle, the administrator. Three connectors are agreed in order, the shared mailbox is parked pending her director, and users will be added gradually.
What was said
What this says
As at Fri 9 Oct 2026Ollie Pearson ran the 28 May 2026 onboarding with Amy Royle, the administrator. Three connectors are agreed in order, the shared mailbox is parked pending her director, and users will be added gradually.
What happened: Ollie walked Amy through the four Starter connectors and named her owner, with Nathan as back-up. The finance note and a read-only helpdesk credential were the immediate actions.
Customer view: Amy is nervous about the shared landlord mailbox because it holds private arrears matters. She wants her director to decide before it is connected. She only skimmed the commercial side of the order form.
Commercial: This is a Starter customer at the start of its term, with a check-in with the customer success manager every six months. Users will be switched on slowly, so there is no headroom signal yet.
Watch: The fourth connector, the mailbox, depends on a director decision that BG-Demo has not heard. The finance team controls the accounting connection and is described as protective. The evidence does not show who signed the order form for the customer beyond Ollie naming Tom and the director.
Themes
As at Fri 9 Oct 2026Theme
Starter onboarding and connectors
Importance
neutral
Sentiment
positive
Voice
user
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Amy to provide a read-only helpdesk credential and speak to her director about the mailbox.
- Ollie to send the finance note for Amy to forward and a summary of the call.
- Ollie to run the first load and test questions with Amy once credentials are in.
Risks
As at Fri 9 Oct 2026- The shared mailbox connector is on hold until a director the customer has not yet consulted decides.
- Messy landlord records in the lettings system may weaken early answers.
- Amy skimmed the commercial terms, so the value case rests on early results.
Opportunities
As at Fri 9 Oct 2026- Nathan is keen and likely to be the heaviest user.
- Gradual user roll-out keeps early engagement high within the fifteen-user soft limit.
Transcript
Ollie PearsonHello Amy, can you hear me all right?
Amy RoyleYeah, loud and clear. Sorry, I'm just getting the camera to behave. There. Morning.- Ollie PearsonMorning. Good to see you. Did you get the Snowflake access sorted in the end? Last I heard your IT colleague was still waiting on a approval.
- Amy RoyleYes, finally, it came through on Tuesday. He gave me the admin role on the account so I can see the database you're building in. I haven't touched anything, mind. I just logged in and looked at it and then closed it again.
- Ollie PearsonThat's the right amount of touching for now, honestly. Right, so today is the onboarding session. The plan is we go through the connectors, agree who owns what on your side, and then I'll tell you what the next couple of weeks look like. Does that work?
- Amy RoyleYeah, that's what I had in the invite. I've got the order form open as well so I can check I'm not forgetting anything.
- Ollie PearsonPerfect. So you're on Starter, which is one team, and the team is property management. That gives you four connectors and fifteen users. The connectors are a hard limit, the users are a soft one, so we've got a bit of give there if you grow.
- Amy RoyleRight. And the four we said were the lettings system, the repairs tickets, the statements side from the accounting system, and then the shared mailbox the team uses for landlords. Is that still what you've got down?
- Ollie PearsonThat's what I've got. Although, hang on, let me look. Yes. Lettings system, the helpdesk where the repairs come in, the accounting system for the statements and the mailbox. The mailbox would be through Microsoft 365, is that right?
- Amy RoyleYes, Microsoft 365. Though I'll be honest, I'm a bit nervous about the mailbox. It's a shared one and some landlords write in about quite private stuff, you know, arrears and so on.
- Ollie PearsonSure, and that's a fair worry. The thing to remember is it all stays inside your own Snowflake account, we're not copying it out to us. But we can scope what's read. We can limit it to that one mailbox, or even to certain folders. Do you want to decide that now or park it?
- Amy RoylePark it, I think. I'd like to ask our director first. Can we do the other three first and leave the mailbox till last?
- Ollie PearsonYeah, absolutely. That's actually the order I'd have suggested anyway. Lettings system first, because it's the spine. Everything else hangs off the landlord and the property record.
- Amy RoyleMm. That's the one that's a bit messy, to be fair. We've got landlords entered a couple of different ways. Some are under the company name and some under the person.
- Ollie PearsonRight, so the, sorry, go on.
- Amy RoyleNo, you go. I was just going to say it's mostly historic. Nobody's cleaned it up.
- Ollie PearsonThat's very normal, don't worry. What I'd do is bring it in as it is, and then in the first few weeks we'll see where the duplicates land. It's much easier to fix once you can actually see them side by side. Is that okay, or would you rather tidy first?
- Amy RoyleNo, bring it in. If I wait until it's tidy we'll never start.
- Ollie PearsonHa. Exactly. Okay, so I'm going to share my screen, and I'd like you to read out which system the repairs actually live in, because the name in the order form is a bit generic.
- Amy RoyleOkay. I can see it. So the repairs come in by phone mostly, and the team log them as tickets in the helpdesk. Then the contractor gets an email from the helpdesk. That's the whole chain.
- Ollie PearsonLovely, that's simple. So for that connector I need an API credential from you, read only. Can you generate that or does it need somebody else?
- Amy RoyleI'm an admin on it so I can do it. Give me, I don't know, a day or two? I'm in the office tomorrow but the day after I'm out at a block inspection.
- Ollie PearsonThat's fine. Tomorrow would be great, but whenever. I'll put it down as yours. And I'd suggest we make you the named owner of all the connectors, with someone as a back-up in case you're off.
- Amy RoyleBack-up would be Nathan, I think. He's the senior property manager and he's going to be the heaviest user anyway. He's keen. He keeps asking when he gets to play with it.
- Ollie PearsonGood, keen is what we want. I'll be doing a training session with him and you in a few weeks, once there's data in. Right. Accounting system next. Who looks after that?
- Amy RoyleThat's our finance team. I don't have access. They'd have to create the connection, or I'd have to ask them to give me a role.
- Ollie PearsonOkay. Which would you prefer? I can write them a short note explaining exactly what's needed, and you forward it, so you're not translating.
- Amy RoyleYes please, that would save me a lot of faff. They're quite protective.
- Ollie PearsonUnderstandable, it's their statements. I'll make it read only and name the exact reports. I'll send it this afternoon.
- Amy RoyleBrilliant. Can I ask something slightly different? How will I know it's working? Like, how will I know that it's loaded and it's not just sitting there?
- Ollie PearsonGood question. In the admin area there's a connectors page, it shows each source and how many records have been indexed, and when it last refreshed. If that number stops moving for a few days, that's the sign something's broken, usually because a system's changed at the customer end. The refresh is meant to be complete by seven in the morning on working days.
- Amy RoyleOkay, so if I change something in the lettings system, say a field name, I should tell you?
- Ollie PearsonIdeally yes, or tell Marcus, he's your customer success manager. A quick message is plenty. It saves a ticket later.
- Amy RoyleGot it. I'll write that on my list.
- Ollie PearsonNow, the users. Fifteen licences. At the moment I can see that barely anyone has logged in, which is what you'd expect this early. Who do you want on first?
- Amy RoyleMe, Nathan, and the other property managers. I think there are around six in that team altogether, plus a couple of the admin staff who do the statements. I'd hold back on the rest until Nathan's told me it's useful.
- Ollie PearsonThat's sensible. Don't fill them all up on day one. People get an invite, look at an empty screen, and never come back. Better to turn people on when there's something worth asking.
- Amy RoyleYeah. That's happened to us with another tool. Everyone got access and then nobody opened it.
- Ollie PearsonHa, we all have one of those. Okay, so let me tell you the timeline. Once I've got the helpdesk credential and the lettings system, the first load takes a couple of days. Then I'll check it with you, we'll ask a few test questions, like which landlord has the most open repairs, and see if the answers look right to you.
- Amy RoyleThat'd be good. I know that data well, so I'll know straight away if it's wrong.
- Ollie PearsonThat's exactly why I want you doing the checking. Right. Anything on the contract side you wanted to raise? Tom did the order form with your director, but I wanted to be sure you were happy with what's in it.
- Amy RoyleNo, I think it's fine. I mean, I only skimmed the commercial bit. I care more about what I'm getting. I just want it to work for the property managers.
- Ollie PearsonFair enough. For what it's worth, it runs for the year and there's a check-in with Marcus every six months. So we're not leaving you on your own once I've gone.
- Amy RoyleGood to know. Okay, so what do you need from me by the end of the week?
- Ollie PearsonThree things. The read only credential for the helpdesk, the forwarded note to finance, and a word with your director about the mailbox. Everything else I can do from here.
- Amy RoyleRight. Credential, finance note, director. Yep. I'll send you a quick message once the credential's done.
- Ollie PearsonPerfect. And I'll send you a summary of today so you've got it written down. Thanks, Amy, really helpful.
- Amy RoyleThanks Ollie. Speak soon, bye.
- Ollie PearsonCheers, bye.
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