Kettlewell Lettings / BG-Demo – Onboarding
Callcompleted
Kettlewell Lettings · 24 Apr 2024 12:45
Callie reviewed early usage and two tickets with Lily Harker. Both tickets were resolved. Usage rests on Lily and one negotiator, so a second person is to be trained.
What was said
What this says
As at Fri 9 Oct 2026Callie reviewed early usage and two tickets with Lily Harker. Both tickets were resolved. Usage rests on Lily and one negotiator, so a second person is to be trained.
What happened: Victoria was absent, in a meeting with the owners. Callie covered usage, a slow-search ticket (first refresh still running) and a drive-folder ticket (wrong folder, now corrected).
Customer view: Lily said the others are "still a bit wary of it", fearing double entry as in the old system.
Commercial: Adoption is narrow. Lily runs the admin and asks most questions, so absence would leave the account exposed, with Victoria not a confident user.
Watch: Lily proposed showing a negotiator, Sam, if Victoria agrees. Callie will raise it with Victoria so the decision is hers.
Themes
As at Fri 9 Oct 2026Theme
Early adoption and key person
Importance
neutral
Sentiment
mixed
Voice
user
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Callie Brennan to send the setup note with the folder change.
- Callie Brennan to check the diary for a Thursday walk through and raise the second person with Victoria.
- Lily Harker to confirm the second person after speaking to Victoria.
Risks
As at Fri 9 Oct 2026- Questions come mostly from Lily and one negotiator, a key-person risk if she is away.
- Other staff are wary, expecting to enter data twice as in the old system.
- Victoria is not a confident computer user and is the only fallback for admin.
Opportunities
As at Fri 9 Oct 2026- A short walk through for negotiators on a Thursday could widen use.
- Training a second person on common questions would reduce dependence on Lily.
Transcript
Callie BrennanHiya Lily, can you hear me? Lovely. I'll keep this short, as I know you've got the viewings this afternoon. Quick run through the usage numbers, then the two tickets you've raised.
Lily HarkerHiya. Yes, I can hear you. Sorry, Victoria's not on this one, she's in a meeting with the owners.- Callie BrennanNo problem, we can catch her up. So the usage: you've got a small group actually logging in now, which is a good start. The people asking questions are mostly you, and one of the negotiators.
- Lily HarkerYeah, that's about right. The others are still a bit wary of it. They think it'll be like the old system where you have to type everything in twice.
- Callie BrennanMm, I understand that. It doesn't work like that, it reads from what's already there, so there's nothing to type in twice. Would it help if I showed the negotiators a two minute walk through?
- Lily HarkerIt might. They'd rather see it than read about it. Can you do it on a Thursday, when the team's less busy?
- Callie BrennanYes, I'll look at the diary. Now the tickets. The first one was about the search being slow. Did it come back to you?
- Lily HarkerIt did, and it was fine after a bit, but when I first tried it, it took ages. I thought it was broken.
- Callie BrennanThat was the first refresh still running, which is why it was slow. It's done now, so it should be quicker. The second ticket was the one about the drive folder. What was that about?
- Lily HarkerOh, that was me being daft. I'd pointed it at the wrong folder, the old one, and it kept loading nothing.
- Callie BrennanDon't be daft, that's an easy thing to do. I've corrected it so it only reads the tenancy folder. Can you check it's showing the right files now?
- Lily HarkerGive me a second. Yes, it's showing the landlord letters. That's what I needed.
- Callie BrennanGood. Now the other thing I wanted to talk about is who uses it. Right now it's mostly you asking the questions. That's useful, but it's also a bit of a risk if you're out for a week, because nobody else knows how to run it.
- Lily HarkerYeah, I'd thought about that. I'm the one who does the admin, so if I'm off it's all on Victoria, and she's not a fan of computers.
- Callie BrennanThat's exactly the point. I'd like to get one more person comfortable with the basics, not as admin, just as someone who can run the common questions. Would you be happy to show someone?
- Lily HarkerI could show one of the negotiators, maybe Sam, if Victoria agrees. I'd rather not make it a big thing.
- Callie BrennanThat's fine. I'll bring it up with Victoria on the next call so it's her decision. I'll keep the walk through simple.
- Lily HarkerCallie, can I ask a daft question? Does the search remember what we asked last time, or do I start again every time?
- Callie BrennanIt doesn't keep a memory of your past questions, so you start fresh each time. That's a good thing for the data, but I can see why it might feel a bit like starting again.
- Lily HarkerRight, OK. That's fine, I just wondered.
- Callie BrennanNot a daft question at all. I'll note it down for the training so people know what to expect.
- Lily HarkerI think that's everything from my side. Sorry it's been a bit of a grumpy list.
- Callie BrennanNot grumpy at all, that's exactly the feedback I need. Let's do the next steps. I'll send the setup note with the folder change, I'll check the walk through time, and you'll confirm who the second person is.
- Lily HarkerYes, I'll let you know after I've spoken to Victoria.
- Callie BrennanBrilliant. Thanks for your time, Lily. Speak soon.
- Lily HarkerThanks, Callie. Bye.
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