Kettlewell Lettings / BG-Demo – Training
Callcompleted
Kettlewell Lettings · 13 May 2024 11:00
Onboarding training for Victoria Spence and Lily Harker. Both were positive, the recorder connector was picking up calls, and one stale status was found in the lettings system. Read access for negotiators is to be set up.
What was said
What this says
As at Fri 9 Oct 2026Onboarding training for Victoria Spence and Lily Harker. Both were positive, the recorder connector was picking up calls, and one stale status was found in the lettings system. Read access for negotiators is to be set up.
What happened: Callie Brennan walked Victoria and Lily through the question box, the tenancy pages and connector admin, with a practice round against the lettings system.
Customer view: Victoria said the team would be relieved it is not another system to type into twice. Lily found the history view useful and the admin steps clearer than before.
Commercial: This is adoption groundwork. Negotiator read access and Lily's connector password know-how support day-to-day use and later renewal.
Watch: One pending tenancy showed as signed in the lettings system but waiting in B-Viz, and the landlord contact was out of date in the CRM. Answers are only as current as the source records, and Lily is away at times, so admin cover matters.
Themes
As at Fri 9 Oct 2026Theme
Onboarding training session
Importance
praise
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- Callie Brennan sends the setup note with the status fix, contact change and screenshots.
- Victoria Spence sends the negotiators' names so read access can be set up.
- Lily Harker fixes the pending status on the lettings system side.
Risks
As at Fri 9 Oct 2026- A stale status in the lettings system produced a wrong answer, so data quality at source could erode trust.
- Lily is the admin who handles connector credentials and will be away at times, so cover is needed.
Opportunities
As at Fri 9 Oct 2026- Negotiators can be brought on with scoped read access, widening use beyond the two leads.
Transcript
Callie BrennanGood morning, everyone. Can you all see the screen? Right, the plan is simple: I'll show you the questions first, then the tenancy pages, then we'll do a practice round together. Stop me whenever you want.
Victoria SpenceMorning. Yes, I can see it. Sorry, I've got my coffee, so don't mind the mug.
Lily HarkerMorning. Hiya. I've got the admin side open in case we need it.- Callie BrennanPerfect, Lily. Victoria, I'll start with the question box. Anything you type in gets answered from the records it can see. The trick is to be specific, so ask about a landlord or a property, not just deposits in general.
- Victoria SpenceRight, so I'd ask about the landlord by name, rather than the whole list.
- Callie BrennanExactly. Let's try one. Type in a landlord you know well, and ask when their last call was.
- Victoria SpenceOkay. I'll use the Harcourt account, they're always ringing. There we go. It's given me a date and the subject of the call.
- Lily HarkerThat's the one from the recorder, isn't it? The one that dropped out last week?
- Callie BrennanIt is, and it means the recorder connector has picked it up. That's a good sign. Victoria, how does that answer look to you?
- Victoria SpenceIt's right, I think. The subject line is a bit vague, but it matches what I remember.
- Callie BrennanThat's fair. The subject line is copied from the recorder, so if the person who logged the call wrote something vague, you'll see it vague. It's worth tidying up at source.
- Lily HarkerSorry, can I ask about the pending status? Does it show the tenancies that are waiting on a deposit?
- Callie BrennanIt does, as a waiting state, which we agreed. Let's try a question about pending tenancies this month, and see if it lines up with the list you see in the lettings system.
- Lily HarkerGo on, then. I've got the list up.
- Callie BrennanRight, there's the list. Lily, can you check the first three against your system?
- Lily HarkerTwo match. The third is showing as signed in the system, but the platform has it as waiting. That's an old one, I think.
- Callie BrennanGreat catch. That's exactly why we check against the source. It's probably the status not being updated after the deposit came in. I'll note it, and you can check the status field on your side.
- Victoria SpenceSo the platform is only as good as what we put into the lettings system?
- Callie BrennanYes, that's a fair way to say it. It reads what's there, so if the status is out of date, the answer will be out of date too. The good news is you can see it quickly.
- Victoria SpenceCan we look at the tenancy pages now? That's the bit the negotiators will use most.
- Callie BrennanYes, let's go. I'll open the tenancy page for one property. You'll see the summary at the top, the landlord contact underneath, and the history down the bottom.
- Lily HarkerThe history is good. It's got the letters and the calls in one place.
- Callie BrennanThat's the idea. The negotiators don't have to hunt across three systems. Lily, does the owner field show the right person for this one?
- Lily HarkerYes, that's the right negotiator. It's a bit odd that the landlord contact is out of date, though.
- Callie BrennanNoted. That's a CRM record, so it'll need changing there. I'll put it on the list for the setup note.
- Victoria SpenceCallie, I've got a question about who can see what. If a negotiator asks about a landlord, can they see the whole history, or just their own?
- Callie BrennanThat depends on the read access we set up. Victoria, you're the one who decides that. I'd suggest the negotiators see the tenancy pages for their own properties, and you and Lily see everything.
- Victoria SpenceThat makes sense. I don't want the whole team reading everyone's landlord calls.
- Callie BrennanNo, and that's a sensible instinct. I'll make that change so it's written down, and you can test it with a negotiator afterwards.
- Lily HarkerCan we go over the admin bit now? The part about changing the passwords on the connectors, because that's what I'll need when I'm away.
- Callie BrennanOf course. You go into the admin area, choose the source, and update the credentials. The data stays where it is, so nothing is lost. I'll put the steps in the setup note, with screenshots.
- Lily HarkerBrilliant. That's much clearer than the last one.
- Victoria SpenceI think that's been really useful. The team will be relieved it's not another system they have to type into twice.
- Callie BrennanThat's exactly what I wanted to hear. Next steps: I'll send the setup note with the status fix, the contact change and the screenshots. Lily, you'll fix the pending status on your side. Victoria, let me know who the negotiators are so I can set up their read access.
- Victoria SpenceI'll send you the names today. Thanks, Callie, that was really clear.
- Lily HarkerThanks. Speak soon.
- Callie BrennanCheers both. Bye for now.
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