Kettlewell Lettings / BG-Demo – Discovery
Callcompleted
Kettlewell Lettings · 31 Jan 2024 13:00
Victoria Spence, Head of Lettings, described the same information held in three places and wants tenant history and maintenance in one view. She needs the director's approval on value. Target agreement date is 13 Mar 2024.
What was said
What this says
As at Fri 9 Oct 2026Victoria Spence, Head of Lettings, described the same information held in three places and wants tenant history and maintenance in one view. She needs the director's approval on value. Target agreement date is 13 Mar 2024.
What happened: Priya Raman ran a 32 minute discovery call with Victoria alone. Victoria said calls, property system notes, emails and a maintenance spreadsheet leave staff repeating themselves to landlords.
Customer view: Victoria sees herself as the person who fixes the systems and wants something that just works. She wants quick setup because there is no IT department, and her main worry is whether tenant details will be safe.
Commercial: The director has not been met and wants to see it is worth the money before the firm commits. Priya aims for agreement by 13 Mar 2024, and Victoria wants it sorted before the busy spring lettings season.
Watch: Victoria would not estimate the weekly time lost and pointed to the admin side. She also flagged a quiet period, so the demo may move. The tier is not discussed on the call.
Themes
As at Fri 9 Oct 2026Theme
Joined-up maintenance data
Importance
upsell
Sentiment
positive
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Priya Raman to send the next-steps note on the afternoon of the call.
- Victoria Spence to invite the admin team to the demo.
- Priya Raman to aim for agreement by 13 Mar 2024.
Risks
As at Fri 9 Oct 2026- The director has not been engaged and wants proof of value before committing.
- A quiet period and the spring lettings season could delay the demo and the decision.
- Victoria could not quantify the time lost, so the value case is not yet evidenced.
Opportunities
As at Fri 9 Oct 2026- Tenant history and maintenance in one place, built inside the customer's own Snowflake account, answers the stated need.
- Inviting the admin side to a demo on the customer's own data can build the value case.
Transcript
Priya RamanAfternoon Victoria, can you see me okay? Lovely. Right, quick recap before we start: you've got a lettings team, a set of landlords, and you want the maintenance side joined up. I'd love to hear more about how it works day to day.
Victoria SpenceHiya Priya. Yes, I can see you. Sorry, I'm in the office on my own, so if the phone rings I'll have to answer it.- Priya RamanNo problem at all. Happy to wait. So, tell me about the team. How big is it?
- Victoria SpenceIt's a small team really, a handful of us doing the lettings, and then the admin side. We're across Harrogate and the Dales, so we're all over the place. We spend more time in the car than at a desk, to be honest.
- Priya RamanThat's the bit I love hearing about. So when a landlord rings up, what happens next? Walk me through it.
- Victoria SpenceWell, they ring, and the call goes to whoever's free. The notes go in the property system, then someone emails the tenant, and then we check the spreadsheet for the maintenance bit, because the system doesn't talk to it properly.
- Priya RamanMm, right. So the same information lives in three places?
- Victoria SpenceYes, at least three. And if someone's off, nobody knows what's been said. That's where the problems start, honestly. We end up repeating ourselves to the landlord.
- Priya RamanThat's so frustrating for everyone. Do you have a sense of how much time that takes each week?
- Victoria SpenceHard to say. A lot. I'd rather not guess on a call. The admin side would know better.
- Priya RamanTotally fair. Okay, what about the systems? Do you run Microsoft 365 for email and documents, or is it different?
- Victoria SpenceYes, we're on Microsoft 365 for the emails and documents. Accounts are on Xero, which I think is separate. Then the property system is the one we all hate.
- Priya RamanHa. Okay, that's very helpful. Do you have one person who's the go-to for the systems, or is it everyone?
- Victoria SpenceMe, mostly. I end up being the one who fixes it when it breaks, which is why I'm keen to get something that just works.
- Priya RamanRight, so you're the champion for this one. I'll make sure you've got what you need to make a case internally.
- Victoria SpenceThank you. I'll need to show the director, though. He wants to see that it's worth the money before we commit to anything.
- Priya RamanOf course, that's the right approach. What would you need to see to feel it's worth it?
- Victoria SpenceHonestly, just that I don't have to chase people for the same information. If I can see the tenant history and the maintenance in one place, I'd be happy. And it needs to be quick to set up, because we haven't got an IT department.
- Priya RamanThat's really clear, thank you. I'll note that down. Setup's usually quicker than people expect, and we'd look after your team through it, so let's keep that moving.
- Victoria SpenceGood. Sorry, the phone's ringing. Just give me a second.
- Priya RamanTake your time, no rush.
- Victoria SpenceSorry about that. It was a landlord wanting to know about a boiler. Anyway, where were we?
- Priya RamanYour admin team and the tenant history. I'd love to get the admin side involved in the demo, if that's possible. Could you invite them?
- Victoria SpenceYes, I'll ask. They'll want to see how it fits in with the maintenance bit, so they're probably the best person to come along.
- Priya RamanBrilliant. Let's aim for a demo in a couple of weeks, on your own data if we can, so you can see it working straight away.
- Victoria SpenceYes, that would be better than a slide show. We've had too many of those.
- Priya RamanHa, no slides, I promise. I'd like to get something agreed by 13 Mar 2024 if we can, so you're not waiting around.
- Victoria SpenceThat sounds okay. We'd want it sorted before the busy spring lettings season.
- Priya RamanTotally understand. Let's keep it simple and see what fits. I'll send you a note this afternoon with the next steps.
- Victoria SpenceThank you. I'll speak to the director first.
- Priya RamanPerfect. Anything else before we go? Any questions about how it works?
- Victoria SpenceNot really. Only, will the tenant details be safe? That's the big one for me.
- Priya RamanGreat question. It sits inside your own Snowflake account, so you stay in control of it, and I'll make sure the detail is explained properly in the demo.
- Victoria SpenceOkay, that's reassuring. Right, I'd better get back to the phone. Thanks Priya.
- Priya RamanThank you Victoria. Speak soon, and I'll send that note over this afternoon.
- Victoria SpenceSorry, me again. I forgot to say, we've got a quiet period coming up, so the next few weeks may be slow for us.
- Priya RamanNo problem. Thanks for telling me. Let's pencil the demo in and we can move it if it clashes.
- Victoria SpenceYes, do that. Right, bye.
- Priya RamanBye, Victoria. Speak soon.
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