Kettlewell Lettings / BG-Demo – Check In
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Kettlewell Lettings · 6 Jan 2025 15:00
On the 6 Jan 2025 check-in, Victoria Spence confirmed Starter usage has roughly halved and said she cannot tell her finance person what B-Viz costs or returns. Daniel Okafor committed to a usage note and a short team session.
What was said
What this says
As at Fri 9 Oct 2026On the 6 Jan 2025 check-in, Victoria Spence confirmed Starter usage has roughly halved and said she cannot tell her finance person what B-Viz costs or returns. Daniel Okafor committed to a usage note and a short team session.
What happened: Daniel shared the usage picture. Active users average about one and a half a day, against about three a quarter earlier, and two team leads account for most logins.
Customer view: Victoria said the team forgets the platform is there, and she has not asked about it herself. She reported no complaints about answer quality.
Commercial: She cannot explain the cost or the return to her finance person. That is a value-case gap on a Starter subscription with fifteen users, ahead of renewal.
Watch: The key-person risk on two team leads is real. The evidence does not show a date for the note or the session beyond the end of the week.
Themes
As at Fri 9 Oct 2026Theme
Falling usage, unclear value
Importance
renewal
Sentiment
mixed
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Daniel to send Victoria two Tuesday afternoon session times by the end of the week.
- Daniel to write a usage note for Victoria's finance person using only platform data.
Risks
As at Fri 9 Oct 2026- Active users have fallen by nearly half, so the Starter subscription is hard to justify at renewal.
- Two team leads account for most logins, a key-person risk.
- Victoria cannot answer her finance person on cost or return.
Opportunities
As at Fri 9 Oct 2026- A short Monday-morning session for the lettings leads could rebuild the habit of asking.
- A usage note built only from platform data gives Victoria a value case to show finance.
Transcript
Daniel OkaforHi Victoria, can you hear me all right?
Victoria SpenceLoud and clear. I'm in the car park, so if I drop out it's the signal, not me.- Daniel OkaforNo bother. Happy new year, I hope the break was restful.
- Victoria SpenceIt was, thanks. Quiet, which was nice. Back to it now, though, you know how it is.
- Daniel OkaforI do. How's the team finding things after the break?
- Victoria SpenceBusy. Lots of tenancies coming up for renewal at once, so everyone's in and out of the diary all day. Honest answer, I don't think they're thinking to ask the platform for anything at the minute.
- Daniel OkaforRight. That's useful, thank you. Just to close the loop from our last check-in, I said I'd look at who's been logging in over the autumn. Shall I share that now, or go through the picture first?
- Victoria SpenceShare it. Let's have the picture.
- Daniel OkaforSo the short version is there are fewer people in it than there were. Over the last thirty days we're averaging about one and a half active users a day. A quarter ago it was about three. So it's down by nearly half.
- Victoria SpenceMm. Yeah, that's about what I'd feared. Fifteen seats and we're using a handful of them.
- Daniel OkaforI don't want to read too much into one quarter. What do you think changed on your side?
- Victoria SpenceI think the people who used it first were the keen ones. Once they had their answers they went back to what they always did. And honestly, nobody's really asked about it. I haven't.
- Daniel OkaforThat's fair. Are you seeing gaps in the answers? Anything that's not what people expected?
- Victoria SpenceNo, not really. When people do ask, they say it's good. It's more that they forget it's there.
- Daniel OkaforOkay. Then I think the job is making it easy to remember. Would it help if I set up a short session for the lettings leads? Twenty minutes, less if I can manage it. I'd show them three questions they could ask on a Monday morning.
- Victoria SpenceThat would work. I'd want it quick, though. They hate meetings.
- Daniel OkaforUnderstood, I'll keep it short. I'll come back to you by the end of the week with a couple of options for times.
- Victoria SpenceLovely. Can I be honest about something?
- Daniel OkaforOf course.
- Victoria SpenceI'm not sure I've got a clear picture of what it's costing us, or what it's giving us back. Our finance person keeps asking and I can't answer her properly.
- Daniel OkaforThat's a fair question, and one I should have raised sooner. I'll put together a short note on what the team has been asking and when, so you've got something to show her. I'll only use what's in the platform, nothing I'd have to guess at.
- Victoria SpenceThanks. Yes, that would help a lot.
- Daniel OkaforWe're on the Starter tier with fifteen users, so let's make sure the note says that plainly. I'd rather it's accurate than clever.
- Victoria SpenceYep, good.
- Daniel OkaforCan you see the screen now? I'll put the thirty-day view up.
- Victoria SpenceYes. Oh, that's lower than I thought.
- Daniel OkaforIt's across the whole quarter, not one bad week, so I wouldn't hang anything on a single dip. But the trend is consistent.
- Victoria SpenceRight. And who's still in there?
- Daniel OkaforMostly your team leads. Two of them account for most of the logins, which is a risk if they're ever out.
- Victoria SpenceYes, that tracks. They're the ones who had the training.
- Daniel OkaforThat's useful. I'd like to know what the others are asking, if anything. There may be a question nobody has thought to put in yet.
- Victoria SpenceSorry, hang on, someone's at the door. Two minutes.
- Victoria SpenceSorry about that. Right, where were we?
- Daniel OkaforYou were going to tell me whether the session would suit a Tuesday.
- Victoria SpenceTuesdays are fine. Tuesday afternoons are the best, actually, the morning's always a scramble.
- Daniel OkaforTuesday afternoon, then. I'll send two times by the end of the week and copy the note in.
- Victoria SpenceBrilliant. Thanks for the time.
- Daniel OkaforThanks for yours. Look after yourself, and speak soon.
- Victoria SpenceYou too. Bye for now.
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