Kettlewell Lettings / BG-Demo – Onboarding
Callcompleted
Kettlewell Lettings · 15 Apr 2024 11:45
Onboarding call with Victoria Spence and Lily Harker. The recorder catches only some calls because mobiles are unrecorded and another line is used. The first deposit question returned plausible landlords. Training agreed at an hour.
What was said
What this says
As at Fri 9 Oct 2026Onboarding call with Victoria Spence and Lily Harker. The recorder catches only some calls because mobiles are unrecorded and another line is used. The first deposit question returned plausible landlords. Training agreed at an hour.
What happened: Callie checked the recorder and drive connectors, reviewed sample CRM data, and ran the first live question on landlords asking about deposits.
Customer view: Victoria said "I didn't realise the new one wasn't catching everything." Lily noted that wrong surnames are a source-data problem, not a connector fault.
Commercial: Victoria's deposit question is the team's biggest time sink, so a correct answer is the clearest early proof of value. Call coverage is the gap that could undermine it.
Watch: Victoria was surprised by one landlord in the result and will check it. Lily owes the list of recorded lines, and the customer's team still uses another phone line for viewings.
Themes
As at Fri 9 Oct 2026Theme
Onboarding connector coverage
Importance
neutral
Sentiment
positive
Voice
decision-maker
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Lily Harker to send the list of recorded lines by the next day.
- Callie Brennan to send the setup note with flagged CRM records and two training options.
- Victoria Spence to check the surprising landlord and report back.
Risks
As at Fri 9 Oct 2026- Calls on mobiles and the old line are not captured, so call-based answers will look incomplete.
- Wrong landlord surnames in the customer's CRM will persist unless fixed at source.
- One landlord in the first deposit result surprised Victoria and may be a mismatched call.
Opportunities
As at Fri 9 Oct 2026- A correct answer to the deposit question gives an early value story for the lettings team.
- An hour of training split between questions and tenancy pages can build wider use.
Transcript
Callie BrennanMorning both, can you hear me? Good. I've got the agenda up. Today is the connector checks and then the first look at what the team will actually see.
Victoria SpenceMorning. Sorry, I'm a bit late on the call, I was stuck in a viewing that ran over.- Callie BrennanNo problem at all, you're not missing much yet. Lily, are you there?
Lily HarkerYes, I'm here. I've got the recorder open in the other window.- Callie BrennanPerfect. Let's start with the calls. The recorder connector is loading, which is good, but I want to check how many calls it's picked up since the connection went live.
- Lily HarkerIt says a few. Not loads. Mostly the ones Victoria was on, and I think the team's been using the other phone line.
- Victoria SpenceYes, we've been on the old system for the viewings. I didn't realise the new one wasn't catching everything.
- Callie BrennanThat's a useful thing to know, and it isn't a fault in the connector. If calls are going to a different recorder, then they won't appear, so we need to agree which line is the source. Can you tell me which lines your team uses?
- Victoria SpenceThe main office line and the mobiles. The mobiles aren't recorded at all, to be honest.
- Callie BrennanRight. Then the mobiles won't show up, and I'd rather you heard that from me now than wondered about it in a month. What I need from your side is a list of the lines the recorder covers.
- Lily HarkerI can get that from the admin page. Give me a day.
- Callie BrennanThat's plenty. Now the other source, the shared drive. Lily, do you know which folders the lettings team actually uses?
- Lily HarkerTenancy agreements and the landlord letters. Everything else is a mess, honestly. There's a folder from when we first started and nobody's opened it since.
- Callie BrennanGood, so we only point the drive connector at the folders people use, and leave the old one out. That keeps the answers clean. Victoria, is that okay with you?
- Victoria SpenceYes, please. Anything that makes it less cluttered is a win.
- Callie BrennanBrilliant. Now I want to look at the first look at the data. I've got a sample of contacts from the CRM. Lily, can you check whether the landlord names look right to you?
- Lily HarkerMostly. A couple have the wrong surname because someone used the maiden name in the old system. That's not the connector, it's our data.
- Callie BrennanThat's exactly the kind of thing I want to know about. I'll flag those for you to fix at source, because if we correct them here, they'll just come back on the next refresh.
- Victoria SpenceCan you tell us how many of the records are affected? Roughly, I mean.
- Callie BrennanOn the sample, only a handful, so it isn't a big problem. I'll send you the full list in the setup note so you can see exactly which ones.
- Lily HarkerSorry, I was on the phone to the tenancy team. What did I miss?
- Callie BrennanNot much. We agreed the mobiles won't be recorded and the old drive folder is out. Next is the first real question you'd ask the platform. Victoria, what's the one thing you'd want it to answer?
- Victoria SpenceWhich landlords have asked about their deposit in the last month. That's what the team spends hours on.
- Callie BrennanThat's a great test. It needs the deposit field and the call records together, so it'll show us whether the connectors line up. Let's try it now, if you're both happy to watch.
- Lily HarkerGo on, I'm curious.
- Callie BrennanThere we go. It's found a few landlords, and it's pulled the calls that mention deposits. Victoria, does that list look like the ones you'd expect?
- Victoria SpenceTwo of those I wouldn't have thought of, but yes, the names look right. I'm a bit surprised by one, but I'll check it.
- Callie BrennanGood, check it and tell me. If it's wrong, it's probably the call being matched to the wrong landlord, and I can see that in the logs.
- Victoria SpenceCallie, can we talk about the training? I don't want to waste the team's time with a session that's too long.
- Callie BrennanAgreed. I'd keep it to an hour, with the first part on questions and the second part on the tenancy pages. Lily, would you join for the admin bit?
- Lily HarkerYes, I can do that. I'd rather do it in the morning, before the viewings start.
- Callie BrennanMorning it is. I'll send you two options and you can pick what suits the team.
- Victoria SpenceRight, I think we've covered what we need. Thank you, Callie, that was really clear.
- Callie BrennanThanks for having me. So next steps: I'll send the setup note with the flagged records, Lily sends me the list of recorded lines, and I'll send the training options. Anything you spot on the answer about deposits, let me know.
- Lily HarkerWill do. I'll have the lines to you by tomorrow.
- Victoria SpenceThanks both. Speak soon.
- Callie BrennanCheers. Bye for now.
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