Ludworth Lettings / BG-Demo – Training
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Ludworth Lettings · 15 Jun 2026 16:15
Ollie Pearson trained Amy Royle and Nathan Hulme on 15 Jun 2026. Nathan arrived sceptical and left wanting to use B-Viz daily. Mailbox still unconnected, dashboards and per-landlord access noted as Growth-type asks.
What was said
What this says
As at Fri 9 Oct 2026Ollie Pearson trained Amy Royle and Nathan Hulme on 15 Jun 2026. Nathan arrived sceptical and left wanting to use B-Viz daily. Mailbox still unconnected, dashboards and per-landlord access noted as Growth-type asks.
What happened: Ollie trained Nathan, new to the tool, and Amy on pages, chat, search and saved pages. A missing repair turned out to be filed under the block name, and chat found it.
Customer view: Nathan said he spends about an hour on each landlord review and now wants to use B-Viz in his landlord calls. Amy said it should land well with the team.
Commercial: Amy may want a dashboard eventually for the director, which is a Growth feature. Ollie will tell Marcus so it is on his radar for the check-in. Per-landlord access control was raised but Amy said it is not needed.
Watch: The mailbox is still unconnected and Amy has not yet spoken to her director. Contractor is not a field in the helpdesk, so grouping is unreliable until Amy fixes it.
Themes
As at Fri 9 Oct 2026Theme
Starter training and adoption
Importance
praise
Sentiment
positive
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Amy to make contractor a field in the helpdesk and tell Ollie so he can check the connector.
- Nathan to use B-Viz for real landlord reviews this week and note anything wrong.
- Ollie to send a guide on phrasing questions and mention the dashboard interest to Marcus.
Risks
As at Fri 9 Oct 2026- The mailbox connector is still not connected because Amy has not yet raised it with her director.
- Contractor held only in ticket notes makes grouped answers unreliable until it becomes a field.
- Duplicate tickets from contractors can skew counts, so answers must be checked against sources.
Opportunities
As at Fri 9 Oct 2026- Amy may later want a dashboard for her director, which would be a Growth conversation.
- Saved landlord review pages could spread use across the property management team.
Transcript
Ollie PearsonAfternoon both. Can you see my screen? Just checking before I get going.
Amy RoyleAfternoon. Yes, I can see it. Nathan's just joining, I think he's still in the car park.
Nathan HulmeI'm here, I'm here. Sorry, I was stuck on the phone to a landlord. Afternoon, Ollie. Can you hear me? I've got the headphones in.- Ollie PearsonYes, perfect. No problem at all. Busy day?
- Nathan HulmeIt's Monday, so it's the usual. Everyone has a boiler that stopped over the weekend. So, yeah. Hopefully this makes my week easier.
- Ollie PearsonWell that's the aim. So today is training. Amy's already seen a fair bit when we did onboarding, but Nathan, this is your first proper look. I'll show you how to ask questions, how to read the answers, and how to check they're right. We'll do it on your own data, so it should feel familiar.
- Nathan HulmeGood. Because I'll be honest, I don't really know what it is. Amy said it's like asking a person who's read everything.
- Amy RoyleThat was my best attempt at explaining it, yeah.
- Ollie PearsonIt's not a bad description, actually. It's a layer over your lettings system, the repairs tickets and the statements, sitting inside your Snowflake account. You type a question in plain English and it looks across all of them. Let me show you. Nathan, give me a landlord, any landlord you deal with.
- Nathan HulmeEr. Okay. Let's pick, well, one of the bigger ones. I won't say the name out loud, but I'll type it. Hang on, can I type it in?
- Ollie PearsonNot in my screen, I'm sharing mine. I'll pass you what to do. Go to your own window, open B-Viz, and you'll see a search box at the top. Do you have it?
- Nathan HulmeYes. Oh, it's got a little welcome thing. Do I close that?
- Amy RoyleYes, just close it. It's only the tour.
- Nathan HulmeDone. Right, I've typed the landlord's name in. It's brought up a, what is it, a page.
- Ollie PearsonThat's a page. It's the landlord's record pulled together, so you should see their properties, the open repairs and the recent statements, all in the one place. Is that what you see?
- Nathan HulmeIt is. Oh, that's good. I normally have three windows open for this. The repairs aren't quite as recent as I'd expect though. There's one missing, I think, from last week.
- Ollie PearsonOkay, good spot. Can you tell me which repair?
- Nathan HulmeA leak in one of the flats, the one at the end of the block. I logged it Thursday, I think.
- Amy RoyleThat might be the refresh. It runs overnight, doesn't it? So anything from, was it Thursday, should be in by now. Unless it's something I need to look at.
- Ollie PearsonIt does run overnight, so Thursday should be there. Let me check on my side. Give me a moment, I'm going to look at the connectors page. Amy, you might want to watch this bit, because it's what I mentioned last time.
- Amy RoyleYep, I'm looking.
- Ollie PearsonRight. So the helpdesk connector shows as healthy and the last refresh was this morning, before seven. So the data's there. I think the ticket might have been filed under a different property name, which is why the landlord page doesn't link it. Nathan, can you ask it directly? Just type, show me repairs about a leak opened last week.
- Nathan HulmeOkay. Typing. Show me repairs about a leak opened last week. And it's thinking. Oh. There it is. It's found it. It's listed under the block name, not the flat.
- Ollie PearsonThere you go. So that's a useful thing to know. The page follows the record links, and the chat searches the text. If something doesn't show on a page, ask in chat before you assume it's missing.
- Nathan HulmeRight. That makes sense. And that's just how our team enter them, we put the block name in because it's quicker.
- Amy RoyleWhich is probably something I should raise with the team. Or we could just live with it.
- Ollie PearsonEither's fine. It's not wrong, it's just a habit the tool needs to work around. Let's carry on. Nathan, now try something a bit bigger. Ask it which of your landlords have had the most repairs this quarter.
- Nathan HulmeOkay. Which landlords have had the most repairs this quarter. Oh, it's given me a list. And, hang on, a little table.
- Ollie PearsonGood. Now this is the bit I'd like you to be a little bit sceptical about. Does the order look right to you? You know these landlords.
- Nathan HulmeMostly. The top one I'd expect, they have the old terraces. The second one surprises me. I wouldn't have guessed that one.
- Ollie PearsonClick on it. There should be a little source link beside the answer. That shows which tickets it counted.
- Nathan HulmeOh, I see. It's counted a lot of small ones. Like gutters, and the same thing multiple times. I think someone logged the same problem more than once.
- Amy RoyleHa, that'll be the contractors chasing. They email in every time and it opens a new ticket. That's been a nightmare for years.
- Ollie PearsonThat's a perfect example, actually. The tool is right about what's in the data, and the data's showing you something about your process. I'd say that's value on its own. You can tell the contractors to reply on the same thread.
- Nathan HulmeYeah. I'd never have seen that in the helpdesk. You just see one at a time.
- Ollie PearsonRight. Let me show you a few other things, and then you can both have a go. First, search. It's different from chat. Search is when you know roughly what you're looking for, like a document or an email, and chat is for questions.
- Amy RoyleCan I ask, is search going to find the mailbox stuff? Because we haven't connected that yet. We decided to hold off.
- Ollie PearsonNo, good question. It only searches what's connected. So at the moment, the lettings system, the helpdesk and the accounting system. If your director's comfortable, we can add the mailbox later and then it'll appear.
- Amy RoyleOkay. I haven't had the conversation yet, honestly. It's still on my list.
- Ollie PearsonNo rush. There's plenty to learn with what you've got. Nathan, try a search for a statement. Pick any landlord and search their name with the word statement.
- Nathan HulmeDoing that. It's brought up, sorry, quite a few. They're all dated. Oh, and I can open one. Is that the real statement?
- Ollie PearsonIt's the record of it as held in the accounting system, so it's the same figures your finance team see. It won't replace the statement you send out, but you can check what was sent without asking finance.
- Nathan HulmeThat's honestly the thing that would save me the most time. I'm forever emailing finance asking what we sent.
- Amy RoyleThey'll be pleased. Mostly.
- Ollie PearsonHa. I'm sure. Right, next. I want to show you how to ask a better question, because the quality of the answer depends a lot on that. Vague in, vague out. Instead of asking is this landlord a problem, ask something you can check. For example, how many open repairs does this landlord have, and how old is the oldest.
- Nathan HulmeOkay, so be specific. Names, time periods, that kind of thing.
- Ollie PearsonExactly. Give it a time range, give it a name, say what you want back, a list or a count or a summary. Try that one for yourself. Pick a landlord and ask for the open repairs with the oldest first.
- Nathan HulmeRight. Give me a sec. Typing it. Okay, it's done it. Oldest first. And, yeah, that looks right. That one's been open ages, that's the one I've been chasing a contractor on.
- Ollie PearsonThere you go, so it's already telling you something you can act on.
- Nathan HulmeI'm going to use this in my landlord calls. Can I share an answer with somebody? Like send a link?
- Ollie PearsonYou can share it with other people who have a licence. You've got fifteen users, so anyone you invite can open the same page. But external people, like the landlord, can't. They'd need you to copy it out.
- Amy RoyleThat's fine. I wouldn't want landlords in there anyway.
- Nathan HulmeNo, God, no.
- Ollie PearsonOkay. Let me show Amy something quickly, since she's the admin. Amy, in your settings there's a users tab. That's where you invite people and see who's logged in. At the moment, it's you, Nathan, and a couple of others, so there's a lot of room. When you add someone you choose what they can see.
- Amy RoyleOkay. I can see it. So I can limit it by team?
- Ollie PearsonYou can limit by the data source. Not by individual landlord, not on Starter. If you need that level of control, it's something to talk to Tom or Marcus about, because that would be a different conversation.
- Amy RoyleNo, I don't think we need it. I was just asking.
- Ollie PearsonFair. Right, I think a good use of the rest of the session is for you two to try some real questions and I'll watch and help. Nathan, what's the thing that takes you the longest at the moment?
- Nathan HulmeLandlord reviews, definitely. Before I meet one I pull together what's open, what's been paid, what's been complained about. It takes me about an hour for each, and I do it badly.
- Ollie PearsonOkay, so let's do one now. Pick a landlord you're seeing this week.
- Nathan HulmeRight. I've got one on Wednesday. I'll use that one.
- Ollie PearsonAsk it for a summary of that landlord's properties, open repairs and the last statements. And ask it to flag anything unusual.
- Nathan HulmeTyping. Summary of the landlord's properties, open repairs and last statements, and flag anything unusual. Oh, it's writing quite a lot.
- Nathan HulmeOkay, I'm reading it. It's got the properties, that's right. The repairs, mostly right. And it says one statement looks lower than the others. Which, yeah, that was a void period. That's correct, actually.
- Amy RoyleThat's impressive. It's picked up the void on its own?
- Ollie PearsonIt's seen the lower amount and the gap in the tenancy, and put the two together. It doesn't know why, it just notices. That's why I'd always say read it, don't just trust it. It can be confidently wrong, especially if the underlying record is messy.
- Nathan HulmeUnderstood. So I check the sources if it's something I'm going to say to a landlord.
- Ollie PearsonYes. Especially anything that's about money. If you're quoting a figure, open the source and check it.
- Amy RoyleCan I save that? Like keep that review so Nathan can run it again for the next landlord?
- Ollie PearsonGood thinking. You can save a question as a page, and then reuse it with a different name. It's a bit like a template. I'll show you now, it's under the three dots on the answer.
- Amy RoyleFound it. Save as page. And I give it a name. Landlord review. Is that okay?
- Ollie PearsonThat's perfect. Now Nathan can open it for any landlord. Try it with another one, Nathan, so we know it works.
- Nathan HulmeDoing that. Okay, I've put a different landlord in. It's running again. Yes, it's done the same layout. This is, honestly, brilliant. I'd have this open every day.
- Ollie PearsonI'm glad. Now, I want to be fair about what it can't do yet. On your tier, there's no dashboards builder. So you can't make charts that update on a screen. You've got pages, chat and search. If you want dashboards, that would be Growth, and again that's a conversation with Tom.
- Nathan HulmeNo, I wouldn't know what to do with a dashboard anyway. I just want the answers.
- Amy RoyleI might want one eventually, for the director. But not now.
- Ollie PearsonNoted. I'll mention it to Marcus so it's on his radar for the check-in. No pressure.
- Ollie PearsonOkay, so let's use the time for some more practice. I'll give you each a question to try, and you tell me what you get. Amy, yours is operational. Ask it for repairs that have been open longer than a month, grouped by contractor.
- Amy RoyleOkay. Typing. Repairs open longer than a month, grouped by contractor. Oh, it's saying it can't find contractor as a field.
- Ollie PearsonRight, that's interesting. Where does the contractor live in your helpdesk? Is it a field or just in the text of the ticket?
- Amy RoyleI think it's in the notes. We never made it a proper field. It's just typed in.
- Ollie PearsonOkay. So that's what I'd call a data question rather than a tool question. If it's in the notes, you can still ask, but the grouping won't be reliable. If it matters to you, the cleanest fix is making it a field in the helpdesk, and then we'll pick it up on the next refresh.
- Amy RoyleI can do that. It's a ten minute job. I'll do it this week.
- Nathan HulmeOh, please do. I'd use that every day.
- Ollie PearsonLovely. And tell me when it's done, so I can check that the connector sees it.
- Amy RoyleWill do.
- Ollie PearsonRight. Let me go through what I'd like you both to do before we speak again. First, Nathan, try using it for your real landlord reviews this week, and keep a note of anything that's wrong or surprising. Second, Amy, make the contractor a field, and invite the rest of the property management team gradually.
- Amy RoyleGradually. Yes. Not everyone at once.
- Ollie PearsonExactly. A few at a time, and ask them what they find. Third, I'll send you a short guide on how to phrase questions, with examples from today.
- Nathan HulmeThat would be good. I'll probably forget half of this by tomorrow.
- Ollie PearsonEveryone does, don't worry. And Marcus will pick it up from here with the check-ins. If anything breaks or looks stale, raise a ticket, or message me while I'm still on the account.
- Amy RoyleThanks Ollie. This has been really useful. I think it'll land well with the team.
- Nathan HulmeYeah, thanks. Genuinely. I came in sceptical and I'm leaving wanting to use it. Cheers.
- Ollie PearsonThat's what I like to hear. Thanks both. Speak soon, bye.
- Amy RoyleBye.
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