Kettlewell Lettings / BG-Demo – Kickoff
Callcompleted
Kettlewell Lettings · 2 Apr 2024 16:45
Kickoff with Victoria Spence and Lily Harker on 2 Apr 2024. Victoria is nervous about connectors after a failed earlier tool with no owner. Plan is a small start with the lettings team and named owners for each source.
What was said
What this says
As at Fri 9 Oct 2026Kickoff with Victoria Spence and Lily Harker on 2 Apr 2024. Victoria is nervous about connectors after a failed earlier tool with no owner. Plan is a small start with the lettings team and named owners for each source.
What happened: Callie Brennan walked through ownership, connectors, the first overnight refresh and next steps. Only Victoria and Lily attended; the other branch managers could not get away.
Customer view: Victoria said the connectors are what she is most nervous about, after a bad experience with a previous tool that nobody owned. Lily said the few people who have tried the search like it but do not know what to ask yet.
Commercial: Victoria wants to start small with the lettings team and widen later. Seats are a soft limit on the tier, so extra users are a later expansion route once training is done.
Watch: Credentials are needed in writing before anything is switched on, and the helpdesk owner is still only a role, the operations manager. Lily's day-to-day use is the CRM and the drive, so ownership is thin on the BG-Demo side of the work as well as the customer's.
Themes
As at Fri 9 Oct 2026Theme
Kickoff and connector setup
Importance
neutral
Sentiment
mixed
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Victoria to send credentials and introduce the operations manager as helpdesk owner.
- Callie to send the setup note and do the mapping once credentials are confirmed in writing.
- Daniel to check in with Victoria and Lily the week after the first refresh.
Risks
As at Fri 9 Oct 2026- Victoria is nervous about the connectors after a previous tool failed with no named owner.
- The helpdesk owner is only a role, the operations manager, and is not yet in contact.
- Users do not yet know what to ask B-Viz, so early adoption could stall.
Opportunities
As at Fri 9 Oct 2026- Seats are a soft limit, so more lettings staff and branch managers can be added after training.
Transcript
Callie BrennanHiya, can everyone hear me? Brilliant. Right, I've dropped a plan into the chat so you can see where we're going over the next hour.
Victoria SpenceYes, we can hear you fine. Lily's just finishing something, she'll be in in a sec.
Daniel OkaforHello both, thanks for making the time, it's a good afternoon for it. Victoria, have we got everyone who needs to be here?- Victoria SpenceI think so. It's just the two of us really, the other branch managers couldn't get away.
Lily HarkerHiya, sorry, I'm here. I was on the phone to a landlord. Go on.- Callie BrennanNo problem at all. So: first, who owns what on your side. Second, the connectors, which is the bit that usually takes longest. Third, the first refresh, and when you should expect it to land. Last, next steps. Does that sound about right?
- Victoria SpenceYes, that's the order I'd want. Honestly the connectors are what I'm most nervous about.
- Callie BrennanThat's a good place to start, then. Lily, can I check, you've got admin on the lettings system? And the call recorder?
- Lily HarkerOn the lettings system, yes. The call recorder, I think it's Victoria's login. I'm not sure I've got it.
- Victoria SpenceIt's mine. I'll sort it so Lily's on it too, it's easier that way.
- Callie BrennanThat would be ideal. What I need from your side is written access for each source before we switch anything on. That's the rule, not me being fussy. If you can send the credentials through the secure route by the end of the week, I can start mapping straight after.
- Daniel OkaforJust to say, Victoria, Callie's been doing this a long time, so the checklist is there to save everyone grief later.
- Victoria SpenceNo, I appreciate it. It's just we had a bad experience with the last thing we tried, so I want to be sure this goes smoothly.
- Daniel OkaforThat's completely fair. How much of that was the tool and how much was the way it was set up? Do you remember?
- Victoria SpenceBit of both, honestly. Nobody had ever really owned it, so when something broke it sat there.
- Callie BrennanRight, which is exactly why we want named owners. Let's go through the sources. Your CRM, the call recorder, the helpdesk, the accounting system, and the shared drive. Lily, which of those do you use day to day?
- Lily HarkerProbably the CRM and the drive, mostly. The helpdesk is more the other team's thing. Accounting is definitely not me.
- Callie BrennanThat's really useful. For the helpdesk, who's the person I should speak to? Just the role is fine for now.
- Victoria SpenceThe operations manager. I'll ask her to get in touch with you directly this week.
- Callie BrennanLovely. I'll put her down as the helpdesk owner in the setup note, and I'll send that note to you both after this call so nobody has to guess later.
- Daniel OkaforAnd how is the team finding it so far? I know you've only had the login a short while.
- Lily HarkerHonestly, the couple of people who have tried it like the search. They just don't know what to ask it yet.
- Daniel OkaforThat's normal at this stage. We'll get to that in the training sessions, I promise. Callie, go on.
- Callie BrennanOkay, the refresh. Once the sources are connected, the first full refresh runs overnight, and it should be complete by seven in the morning your time on business days. I'd rather you didn't expect it on the first night though, because the first run always has a few surprises in it.
- Victoria SpenceWhat sort of surprises?
- Callie BrennanUsually duplicate contacts, or a field that's been renamed in the CRM and no longer matches. Nothing serious, but I want you to know it's coming so it doesn't look like the whole thing has failed.
- Lily HarkerSo if the numbers look wrong on the first morning, that's expected?
- Callie BrennanSome of it, yes. Send me a note and I'll look at it with you. That's the whole point of me being here for the first fortnight.
- Victoria SpenceCan we talk about who's going to be using it? Because I don't want it to be just me and Lily with the password.
- Daniel OkaforThat's a really good point to raise now. Who do you have in mind, roughly? Lettings staff, the branch managers, maybe the finance side?
- Victoria SpenceThe lettings team, so the negotiators and the property managers. Maybe a couple of the branch managers, but I'd rather start small and see how it goes.
- Callie BrennanStarting small is the right call. Seats are a soft limit on your tier, so we can always add people later, and I'd rather you didn't invite everyone on day one and then have half of them stop logging in.
- Daniel OkaforAgreed. Let's keep it to the lettings team to begin with and widen it after the training.
- Callie BrennanRight, let me share my screen for the mapping plan. Bear with me while this loads. Okay, can you see the list of sources?
- Lily HarkerYes, got it. The tenancy records are the bit I'm least sure about.
- Callie BrennanThat's exactly the one I want to look at. Tenancy records often have three or four ways of saying the same thing, so we'll pick the one that's kept up to date and ignore the spreadsheet your team made in twenty nineteen.
- Lily HarkerHa, the spreadsheet is still there. I'll tell you now it isn't up to date.
- Victoria SpencePlease don't let it be the source of truth. We've had enough of that.
- Callie BrennanNoted, it won't be. So the lettings system is the source for tenancies, and the CRM is for contacts and the enquiries. I'll write that down in the setup note so it's clear to everyone.
- Daniel OkaforJust to close the loop on the last hour, can we agree who's doing what? Victoria, the credentials and the helpdesk introduction. Lily, the admin access for the call recorder. Callie, the setup note and the mapping. Me, I'll check in with you both the week after the first refresh.
- Victoria SpenceYes. I'll chase the operations manager and the credentials today.
- Lily HarkerI'll sort the call recorder login as soon as Victoria's sent it over.
- Callie BrennanBrilliant. Before we switch on the refresh, I'll need those credentials confirmed in writing, so please reply to my email when they're sent.
- Daniel OkaforI'll come back to you by the end of next week with a few questions about how the team's getting on. Thanks both, this has been really useful.
- Victoria SpenceThanks, both of you. Speak soon.
- Callie BrennanCheers all. Bye for now.
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