Kettlewell Lettings / BG-Demo – Check In
Callcompleted
Kettlewell Lettings · 2 Sep 2024 09:00
Victoria Spence told Daniel Okafor the platform is quieter than she would like. Daniel confirmed fewer logins and questions. She wants to see value before signing a renewal, and asked about a price rise.
What was said
What this says
As at Fri 9 Oct 2026Victoria Spence told Daniel Okafor the platform is quieter than she would like. Daniel confirmed fewer logins and questions. She wants to see value before signing a renewal, and asked about a price rise.
What happened: Victoria joined alone as Lily was on leave. She said people have gone back to asking each other, and negotiators forget the question box on landlord calls.
Customer view: She reported no platform problems and one ticket Lily resolved. She asked whether the call recorder is still feeding B-Viz and said she wants to see value before she signs anything.
Commercial: The contract ends on 27 Mar 2025. She raised a possible list price rise, and Daniel did not commit on pricing.
Watch: Falling questions ahead of a renewal is a renewal risk, and a stalled connector is one possible cause. Daniel owes her findings and a refresher suggestion by the end of next week.
Themes
As at Fri 9 Oct 2026Theme
Falling usage before renewal
Importance
renewal
Sentiment
mixed
Voice
decision-maker
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Daniel Okafor checks the recorder and drive connector status and usage by team.
- Daniel Okafor reports back to Victoria Spence by the end of next week with a refresher suggestion.
- Daniel Okafor prepares a value case before the renewal conversation.
Risks
As at Fri 9 Oct 2026- Logins and questions have fallen, and the customer wants to see value before she signs the renewal.
- The customer has heard of a list price rise and the recorder connector may have stopped loading.
- Training dates from May, so habits may have lapsed and negotiators forget the question box on calls.
Opportunities
As at Fri 9 Oct 2026- A short refresher and a usage review by team could rebuild habit and give a value case for renewal.
Transcript
Daniel OkaforHello Victoria, thanks so much for making the time. Are you able to hear me all right? Good. It's just the two of us today, is that right?
Victoria SpenceHello Daniel, yes, it's just me. Lily's on leave this week, so it's me holding the fort.- Daniel OkaforOh, I hope she's enjoying it. How are you finding things with the team at the moment? I know it's been a busy few months.
- Victoria SpenceIt has been busy. Honestly, to be frank, it's been quieter on the platform than I'd like. People have gone back to asking each other, and I'm not sure why.
- Daniel OkaforThank you for being straight with me. That's really useful to hear. Would you say it's the team or the way it's being used?
- Victoria SpenceI don't know yet, that's partly why I wanted to talk to you. I'm not blaming anyone.
- Daniel OkaforOf course, and I'm not looking to blame anyone either. Just to close the loop on what we set up, do you still have the question box in front of the team?
- Victoria SpenceYes, it's there. The negotiators say it's quicker than the old way, but they forget to use it when they're on the phone to a landlord.
- Daniel OkaforThat's a really common pattern, to be honest. People fall back on habit when they're busy. Shall we look at the usage together, so we can see where it's dropped off?
- Victoria SpenceYes, please. I'd like to see that before I decide anything.
- Daniel OkaforOf course. Usage has come down compared with the previous quarter. Fewer people are logging in, and the number of questions has dropped too. That's the headline, and I'd rather be clear about it than skirt round it.
- Victoria SpenceRight. Is that bad, in your view?
- Daniel OkaforIt's something to look at properly, rather than a reason to panic. I'd like to understand what's behind it, and we can then decide whether the training needs refreshing or whether the team needs something else.
- Victoria SpenceWe did have that training in May, so it's a bit of a while ago now. Maybe that's it.
- Daniel OkaforIt could well be. A short refresher is a sensible idea, but I'd like to check first. Are there any tickets that have been raised since the spring?
- Victoria SpenceI think there was one. Lily sorted it out, and I don't recall it being a big deal.
- Daniel OkaforThanks, that's helpful. Nothing on the platform side that stands out to you, then?
- Victoria SpenceNo, nothing like that. It's more that people aren't reaching for it.
- Daniel OkaforRight. Let's think about the renewal, since it's coming up. Your contract ends on 27 Mar 2025, so we've got a fair amount of time, but I'd like us to be sure the platform is earning its place before we get to that conversation.
- Victoria SpenceYes, I'd expect that. Is there a new price coming in? I've heard something about the list going up.
- Daniel OkaforThat's a fair question, and I don't want to speculate. Whatever happens with pricing at renewal, I'd much rather we talk about what the team is getting from it first.
- Victoria SpenceFair enough. I'd want to see the value before I sign anything.
- Daniel OkaforCompletely reasonable. Shall we look at what the team is using it for now, and see if there's a case to make?
- Victoria SpenceI think that's sensible. Could you also check whether the call recorder is still picking up the calls? I'm wondering if that's why people have stopped asking.
- Daniel OkaforThat's a good thought, and it's worth checking. I'll look at the connector status and come back to you with what I find.
- Victoria SpenceThanks. That would help.
- Daniel OkaforJust to close the loop, here's what I'll do. I'll check the connector status for the recorder and the drive, and I'll look at the usage by team. Then I'll come back to you by the end of next week with what I've found and a suggestion for a short refresher if it makes sense.
- Victoria SpenceYes, that works. Thank you, Daniel. I'd rather know now than find out in the new year.
- Daniel OkaforAbsolutely, and I appreciate you being open about it. Give my best to Lily when she's back.
- Victoria SpenceI will. Thanks, Daniel. Bye for now.
- Daniel OkaforThanks for your time, Victoria. Speak soon.
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