Calderbrook Housing Group / BB-Demo – Onboarding
Callcompleted
Calderbrook Housing Group · 2024-09-25 15:45
Second onboarding call on 25 Sep 2024. Helen Marsden needs the completed jobs figure to trace to a source and will use nothing from the brain in the board pack until it reconciles. Complaints and arrears access are still open.
What was said
What this says
Current to 13 Oct 26Second onboarding call on 25 Sep 2024. Helen Marsden needs the completed jobs figure to trace to a source and will use nothing from the brain in the board pack until it reconciles. Complaints and arrears access are still open.
What happened: Callie Brennan reviewed access, the mapping sheet and the plan for the first refresh. Paul Rigby again showed duplicate repairs rows and agreed to write the list of statuses that count as done.
Customer view: Helen wants a written definition of completed that the board pack can quote. She would rather have an unmatched list than a confident wrong answer.
Commercial: The customer is on the Growth tier with 40 licensed users, starting with the BI team and repairs reporting. Helen asked for a one page note on what the tier buys for her director.
Watch: The complaints sheet is hand kept, so a renamed column could stop loading. Arrears access from IT is still outstanding.
Themes
Current to 9 Oct 26Theme
Mapping and first refresh
Importance
neutral
Sentiment
positive
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Paul sends the repairs sample with duplicates left in and writes the list of statuses that count as done.
- Helen asks customer relations for fifteen minutes with Callie and forwards Callie's note.
- Callie finalises the mapping, runs the first refresh and holds the joint reconciliation with Helen and Paul.
Risks
Current to 9 Oct 26- Duplicate repairs rows and about a dozen overlapping statuses could inflate the completed jobs figure.
- The hand-kept complaints spreadsheet has wandering headings, so a renamed column could stop the connector loading.
- Arrears access from IT is outstanding, so the first refresh may land without it.
Opportunities
Current to 9 Oct 26- A one page note on what Growth buys can help Helen's director see value for the subscription.
- Tenant satisfaction surveys could be added as a later source once the first four are right.
Transcript
Callie Brennan NoneHello, hello. Can you both hear me alright? I'm just waiting for the recording banner to settle.
Paul Rigby NoneAye, loud and clear. Helen, you're on mute.
Helen Marsden NoneSorry, yes. Good afternoon, both. I've literally just come out of another meeting, so bear with me if I'm a bit slow off the mark.- Callie Brennan NoneNo problem at all. Good afternoon. Right, let me give you the plan for the next forty-odd minutes so you know where we're heading. First, where we are on access to your sources. Second, the field mapping, so what lands where. Third, when we switch on the first refresh. And last, who looks after what once I've stepped back.
- Helen Marsden NoneThat's helpful. Can I state what I'm chasing before we start, so it's in your mind while we go through the mapping?
- Callie Brennan NonePlease do.
- Helen Marsden NoneIt's the repairs section of the board pack. The completed jobs figure we put in last quarter and the figure the housing management system gives us do not reconcile. They're not wildly apart, but the board will ask, and at the moment I can't tell them why. So whatever the brain shows has to trace back to a source. Can you show me the source, every time, is really what I'm saying.
- Callie Brennan NoneThat's a really clear brief, thank you. And yes, that's how it's built. Every answer carries the record it came from, so you can click through to the underlying job or call. I'll show you what that looks like once we've got the first data in.
- Paul Rigby NoneCan I share a screen? It's easier than describing it.
- Callie Brennan NoneGo for it.
- Paul Rigby NoneRight. Can you see that? This is the repairs extract from the last upgrade test. Look at those two rows. Same job ref, same operative, same date. Counted twice. It doesn't do it every time but it does it. Double-counted again, as I keep saying to the team.
- Callie Brennan NoneYes, I can see it. Two rows, identical job reference. Paul, is the job reference the thing that's meant to be unique in that system?
- Paul Rigby NoneIt is. Or it's meant to be. Job ref plus the visit number, really, because a job can have more than one visit.
- Callie Brennan NoneOkay, that matters. So what I need from your side is a sample of that extract, a couple of weeks of it, with the duplicates left in. I'd rather see the mess than a cleaned version. Then I can check whether job ref plus visit is a safe key before we switch on the refresh.
- Paul Rigby NoneI can do that today. Job ref attached, like. I'll send it from the repairs reporting mailbox.
- Callie Brennan NonePerfect. I won't say it's fine until I've looked at it. If the duplicates share the key we can drop them on the way in. If they don't, then we'll need to talk about why.
- Helen Marsden NoneAnd just so I understand, if the same job is in twice, the brain would show a higher completed figure than the board pack.
- Callie Brennan NoneIt would, yes, if we loaded it blindly. Which is exactly why I want to see it first. Better to find it now than have you find it in front of the board.
- Helen Marsden NoneThank you. That's what I wanted to hear.
- Callie Brennan NoneRight, let me go through access, because that's the bit that can slow everything down. I've got a list here. Tenant calls from the call recorder, repairs tickets from the helpdesk, complaints, and rent arrears from the finance side. Where are we on each?
- Paul Rigby NoneCalls and the helpdesk, you've got. I sent those credentials last week. Well, Helen's colleague in IT did.
- Callie Brennan NoneYes, I've got those in writing, thank you. I tested the read access this morning and both connect. Nothing loaded yet, I never start a connector without written access and I never load before we've agreed the mapping.
- Helen Marsden NoneGood. Complaints is the awkward one. It lives in a spreadsheet that the customer relations team maintain, and I'd be uncomfortable pointing anything at it without them knowing.
- Callie Brennan NoneSensible. Is the spreadsheet in SharePoint?
- Helen Marsden NoneYes, in SharePoint. Their team site. They update it by hand, so the column headings do wander a bit.
- Callie Brennan NoneMm, that's the thing I'd want to pin down. A hand-kept sheet is fine as a source, but I need the headings fixed or at least agreed, otherwise one renamed column and the connector stops loading. Could somebody from that team join me for fifteen minutes?
- Helen Marsden NoneI'll ask. I'd rather they heard it from you than from me, honestly. They tend to assume BI are coming to take their spreadsheet away.
- Callie Brennan NoneHa, understood. I'll keep it light. I'll send you a short note you can forward, saying what we read, that it's read-only, and that their sheet stays theirs.
- Helen Marsden NoneThat would be ideal.
- Paul Rigby NoneArrears is a different story. That's a read-only account and it's with a colleague in IT. He's said it'll be end of this week.
- Callie Brennan NoneRight. So I've marked arrears as waiting on access, with end of this week against it. If it slips, tell me early and I'll reorder the mapping so you're not sitting idle. What I don't want is the first refresh landing with three sources and a hole where arrears should be, without us having talked about it.
- Helen Marsden NoneActually, would that be so bad? If the first refresh has calls and repairs and arrears comes a few days after?
- Callie Brennan NoneNot bad at all, as long as everyone knows. Phasing is quite normal. I'd just label it clearly, so nobody reads a board figure off a half-built picture. Does that work for you?
- Helen Marsden NoneYes. Nothing goes in the board pack from the brain until it reconciles, that's my rule anyway.
- Callie Brennan NoneGood rule. Okay, so, the mapping. Paul, can I come back to you? I'm going to share my screen, and I've got the field list from the workshop.
- Callie Brennan NoneThere. Can you see the mapping sheet? Left-hand side is your source field, right-hand side is where it lands in the brain. Repairs jobs first. Job reference, visit, property, trade, raised date, completed date, status. Paul, anything there that you'd call wrong?
- Paul Rigby NoneStatus. We've got about a dozen status values and half of them mean the same thing. Completed, completed no access, completed follow-on. People pick whichever.
- Callie Brennan NoneOkay. Could you give me a short list of which ones count as a job done and which don't? I'd rather you decided that than me guessing, because that's going to move your completed figure.
- Paul Rigby NoneI can do that. I've got it in my head, I'll write it down.
- Helen Marsden NoneCan I ask that we write it down in a way the board pack can quote? Because the definition of completed is exactly what my section is hinging on.
- Callie Brennan NoneAbsolutely. It'll go into the setup note, in plain words, and Paul's list becomes the definition. If anyone asks later why a number is what it is, there's a page that says so.
- Helen Marsden NoneLovely. That's what I've been missing, honestly. Somewhere written down.
- Callie Brennan NoneNext, tenant calls. This one maps cleanly, I think. Call date, duration, reason code, property, outcome, and the summary text. The only question is the reason code, whether you want your own categories kept as they are.
- Helen Marsden NoneKeep ours. The regulator reporting uses them, and I don't want two sets of categories floating about.
- Callie Brennan NoneDone, they stay as they are. Properties, then. How do you identify a home across these systems? Is there one property reference that turns up everywhere?
- Paul Rigby NoneMostly. Repairs and arrears use the same reference. Calls, it's whatever the agent typed. Sometimes it's the address.
- Callie Brennan NoneRight, so that's a join we need to be careful with. The calls will match on the reference where it's there, and anything that only has an address goes to a review list rather than being guessed at. You'd see those as unmatched, and you can tell me how many you're comfortable with.
- Helen Marsden NoneThat's honest, at least. I'd far rather have an unmatched list than a confident wrong answer.
- Callie Brennan NoneSame here. Okay. Complaints we've covered. Arrears, I'll hold off until access lands. Anything missing from the picture, before I move on to who looks after what? Anything you'd expect to see that I haven't mentioned?
- Helen Marsden NoneNot for the first phase. Maybe tenant satisfaction surveys down the line, but let's get these four right first.
- Callie Brennan NoneAgreed. Walk before we run. That can be a conversation with Daniel later, he'll be your customer success contact once I've handed over.
- Helen Marsden NoneDaniel Okafor, yes. Tom mentioned him on the earlier calls. Is Tom still involved?
- Callie Brennan NoneTom Ashdown stays as your account owner for anything commercial. Daniel looks after adoption and the reviews. I'm the onboarding piece, then I'm out of your hair.
- Paul Rigby NoneOut of our hair. Don't say that, I've just got used to you.
- Callie Brennan NoneHa, thank you, Paul. Right, users. You've got forty licensed users on Growth. Who do you want in first?
- Helen Marsden NoneJust my team to begin with. The BI analysts, so a handful. Then Paul and the repairs reporting people. I don't want forty people asking it questions before I trust what it says.
- Callie Brennan NoneThat's a sensible way round. A small group first, validate against the board pack, then widen. I'd also suggest two named admins, so it doesn't all rest on one person's holiday diary.
- Helen Marsden NonePaul and me, then. Paul does the day to day, I'm the backstop.
- Paul Rigby NoneFine by me. I'll keep a list of anything that looks off. I've got a spreadsheet for everything, ask anyone.
- Callie Brennan NonePlease keep it, honestly. If something looks off, raise it as a ticket with the job ref and a screenshot, and it comes to the right people with the evidence already attached. Is that how you'd like to do it?
- Paul Rigby NoneThat's how I'd do it anyway. Any update on this, that's my other phrase. You'll hear it a lot.
- Callie Brennan NoneNoted, and fair. Okay, the first refresh. Here's what I'd propose. Once I've seen Paul's sample and the status list, I finalise the mapping. Then we run the first refresh on calls, repairs and complaints, and I sit with you both while it lands, so we look at it together rather than you finding it on your own at eight in the morning.
- Helen Marsden NoneWhen, roughly?
- Callie Brennan NoneIf your sample comes today and the complaints team can give me a quarter of an hour this week, I'd be aiming for early next week. I'd rather give you a realistic week than a hopeful day.
- Helen Marsden NoneEarly next week works. My next board-pack deadline is not for a while yet, so there's a little room.
- Callie Brennan NoneGood. And after the first refresh, it runs overnight on its own. Paul, what you'll see in the morning is a refresh status and a count of records per source, so you can tell at a glance whether something's gone quiet.
- Paul Rigby NoneWill I see it if a source stops loading? Because that's what bites us. Something breaks and nobody notices for a fortnight.
- Callie Brennan NoneYou'll see the record count stand still, and I'll show you where to look. If you change something in one of your systems, say after the housing system upgrade, tell us before, if you can. That's the commonest reason a connector stops loading.
- Paul Rigby NoneThe upgrade's coming, aye. I don't know the date yet. I'll shout when I do.
- Callie Brennan NonePlease do, that's really useful. I'll put it in the setup note as something to watch.
- Helen Marsden NoneOne thing, while we're here. When the numbers differ from the housing management system, who is right? I mean, in principle.
- Callie Brennan NoneGood question, and I'd say the source system is always right, and the brain's job is to show you what it read and when. If they differ, we find out why together. It's usually timing, a definition or a duplicate. Which is why Paul's sample matters so much.
- Helen Marsden NoneRight. Then I'd like the first reconciliation to be a joint exercise. Paul, me, and you, Callie, with the board pack section open. Can we diarise that?
- Callie Brennan NoneYes, I'll put it in straight after the first refresh. Thirty minutes, section open, and we go line by line.
- Helen Marsden NoneThank you. That's the part I care about most, to be frank.
- Callie Brennan NoneI'd noticed. Okay, so let me read back what I've got, and you stop me if I've got anything wrong. Paul sends the sample extract with the duplicates left in today. Paul writes the list of statuses that count as done. Helen asks customer relations for fifteen minutes and forwards my note. Arrears access comes from IT by the end of this week. I check the key, finalise the mapping, and we aim for the first refresh early next week. Then the joint reconciliation. Then I write the setup note and hand over to Daniel.
- Paul Rigby NoneThat's it. Nowt to add.
- Helen Marsden NoneYes, that's right. One more thing, though. For the setup note, could you include the tier we're on and what's in it, so I can explain it to my director? He asked what we actually bought.
- Callie Brennan NoneOf course. You're on the Growth tier, forty users, and the note will list the connectors we've set up, the dashboards builder, and the quarterly reviews with Daniel. Tom can talk through the contract side if your director wants it, the forty-four thousand a year.
- Helen Marsden NoneRight, I think he knows the number, but he'll want to know what it buys. A page is perfect.
- Callie Brennan NoneOne page, plain English. Anything else from either of you before we finish? We're fine for time, I've not got anything straight after this.
- Paul Rigby NoneOnly that I'd like to see the report with the dashboard builder once it's loaded. Just the repairs one. Show me it's counted once.
- Callie Brennan NoneThat'll be part of the first sitting, Paul. We'll build the one repairs view together and you tell me if it's right, job by job if you need to.
- Paul Rigby NoneGrand.
- Helen Marsden NoneThank you, Callie. This has been more useful than I expected, to be honest. Kind regards, and speak soon.
- Callie Brennan NoneThanks, both. I'll send the note and the checklist this afternoon, with a date against every step. Speak soon. Bye for now.
- Paul Rigby NoneCheers. Bye.
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