Calderbrook Housing Group / BB-Demo – Onboarding
Callcompleted
Calderbrook Housing Group · 2024-10-07 09:45
The second onboarding call focused on repairs duplicates. Callie Brennan proposed a one-week test load against Paul Rigby's hand count, and Helen Marsden asked for a written comparison for the board pack.
What was said
What this says
Current to 13 Oct 26The second onboarding call focused on repairs duplicates. Callie Brennan proposed a one-week test load against Paul Rigby's hand count, and Helen Marsden asked for a written comparison for the board pack.
What happened: Paul showed a repairs report where the housing system writes a job twice on a status change. Callie said the brain indexes what the source gives it, so duplicates must be handled in the mapping.
Customer view: Helen said her team's credibility is on the board pack and thanked Callie for not saying it would be fine. She wants arrears restricted and kept out of casual searches.
Commercial: Callie confirmed Growth, forty licensed users and £44k a year, and that the invoice matches the order form. Helen said finance is happy.
Watch: There is no second admin, so Paul is a key-person risk. Access for the call recorder and housing system is still outstanding.
Themes
Current to 9 Oct 26Theme
Duplicate jobs, connector access
Importance
neutral
Sentiment
mixed
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Callie Brennan runs the test load on Paul Rigby's week of repairs and writes up a counts table before go-live.
- Helen Marsden obtains call recorder access and introduces the IT contact for Snowflake.
- Callie Brennan walks Paul through connector settings and the refresh schedule on Thursday after the stand-up.
Risks
Current to 9 Oct 26- Duplicate repairs jobs may carry through to the brain unless the mapping removes them.
- Paul Rigby is the only named admin and no second admin is agreed.
- Written access for the call recorder and housing system is not yet in place.
Opportunities
Current to 9 Oct 26- A written count comparison with the differences explained would give Helen Marsden board-ready evidence.
- A phased rollout from the BI team to repairs and then the rest could fill the forty Growth seats.
Transcript
Callie Brennan NoneMorning, Helen. Morning, Paul. Can you both hear me all right?
Helen Marsden NoneMorning, Callie. Yes, loud and clear.
Paul Rigby NoneAye, I can hear you. Sorry, bit of an echo, I'm in the small meeting room. Give me a second.- Paul Rigby NoneBetter. I've moved the laptop. Is that better?
- Callie Brennan NoneMuch better, thanks. Right, so here's the plan for the next forty-odd minutes, and I'll keep us to it. First, a quick look at where we are. Second, the connectors and what I need from your side before we switch on the refresh. Third, who does what, and the dates against each step. Then anything that's worrying either of you. Does that work?
- Helen Marsden NoneThat works. Before we start, can I say what I'm chasing, so it's in the room? For the board pack, section four, the repairs figures, these don't reconcile to the housing management system. They're out by a margin I can't explain, and the board will ask.
- Callie Brennan NoneUnderstood, and that's exactly the sort of thing we want the brain to settle for you. Paul, I think you've seen something on the source side?
- Paul Rigby NoneYeah. Let me share my screen. Can you see it?
- Callie Brennan NoneI can see a spreadsheet. Little bit small.
- Paul Rigby NoneI'll zoom in. Right. This is the repairs jobs report out of the housing system, for last month. Double-counted again. See these rows? Same job ref, same address, two lines. Since the upgrade it's writing a job twice when it gets a status change.
- Helen Marsden NoneAnd that's likely the discrepancy in section four. Paul has been keeping a list of every one.
- Paul Rigby NoneI have. Job ref attached on each. I've raised one ticket with your helpdesk already, because I wanted to know if the brain would pick up the duplicates or just carry them through.
- Callie Brennan NoneYes, I've got that ticket in front of me. Good ticket, actually, short and clear. I'll be straight with you, though. The brain indexes what the source gives it. If the housing system hands us a job twice, we'll see it twice unless we deal with it in the mapping.
- Helen Marsden NoneSo can it be dealt with in the mapping?
- Callie Brennan NoneThat's what I want to work out with Paul today. I'm not going to tell you it's sorted until I've checked it against real rows. What I'd propose is that we take one week of repairs jobs, run the mapping on a test load, and compare the count to what the housing system says it has.
- Paul Rigby NoneI can pull a week. Pick a week where I already know the answer. I've counted the real jobs by hand for the second week of last month.
- Callie Brennan NonePerfect, that's a proper test. Send me the count and the export, and I'll map it before we switch on the refresh.
- Helen Marsden NoneCan I ask something about that? If we dedupe in the mapping, can I show the board where the duplicates were removed? Can you show me the source?
- Callie Brennan NoneYes. Every page and every answer in the brain links back to the source record, so you can trace a figure back to the job. And I'll write the dedupe rule into the setup note in plain English, so it isn't hidden. That's the bit I never skip.
- Helen Marsden NoneGood. That's what I need. My team's credibility is on that board pack.
- Callie Brennan NoneRight, let me step back for a minute. For the record, you're on Growth, forty licensed users, and the contract is £44k a year. The invoice matches the order form, so nothing odd on the finance side. Helen, has your finance team said anything on their end?
- Helen Marsden NoneNo, they're happy. It went through as expected. I'd rather spend the time on the data.
- Callie Brennan NoneFair enough. Then connectors. Now, I've got the list from the order form. What I need from your side is written access for each source, because I never start a connector without it. Let's go one at a time. Tenant calls first. Who owns the call recorder?
- Helen Marsden NoneThat's with our customer contact centre. I'll ask their team lead. I can have the admin credentials, or at least the access request, by the end of the week.
- Callie Brennan NoneLovely. Written, please, even if it's just an email that says yes and names the account. Next, repairs tickets and the housing management system. Paul, that's yours?
- Paul Rigby NoneMostly. I can get a read-only account made. IT will want to know what it reads, though. They're twitchy about the system since the upgrade.
- Callie Brennan NoneQuite right to be twitchy. Read-only is all we ask for. I'll send a one-page note listing the tables and fields we read, so IT can see it. Would that help?
- Paul Rigby NoneYeah, that'd do it. They like a list.
- Callie Brennan NoneEverybody does. Complaints and rent arrears next. Helen, are those in the same system or separate?
- Helen Marsden NoneSeparate. Complaints is its own case system, owned by our customer relations team. Arrears sits in the housing system but the finance team controls the extract. I'd want to be careful with arrears. It's sensitive data, and I'll need to be sure who can see it in the brain.
- Callie Brennan NoneGood, that's the right instinct. Access in the brain follows the roles you set, and we can start arrears restricted to your team and open it up later. I'd rather start tight. Is that all right, Paul?
- Paul Rigby NoneFine by me. Fewer people to explain it to.
- Helen Marsden NoneMm. And I'd like it noted that I don't want arrears showing up in anyone's casual searches.
- Callie Brennan NoneNoted, and it'll go in the setup note too. Right. That maps cleanly, I think. Let me say it back. Calls, repairs and the housing system, complaints, arrears. Four sources to start. Everything lands in your own Snowflake account, so nothing leaves your environment. Helen, who's the contact for Snowflake on your side?
- Helen Marsden NoneThat's a colleague in IT. I'll introduce you by email today.
- Callie Brennan NoneGreat. I'll need them for the warehouse and the permissions, and I'd like them on the next call so we're not passing messages.
- Paul Rigby NoneCan I ask about users? We've got forty seats and right now there's, what, two of us logging in. Helen and me.
- Callie Brennan NoneThat's about right, yes, which is normal at this stage. Nobody else is in until the first refresh lands. What I'd suggest is we don't invite all forty at once. Start with your BI team, then a small group from repairs, then the rest once the numbers reconcile. Nobody should open the brain for the first time and find the repairs count wrong.
- Helen Marsden NoneAgreed. I'd rather have ten people who trust it than forty who've heard it's wrong.
- Paul Rigby NoneAye. Same.
- Callie Brennan NoneThen that's the order. Now, the admin side. Paul, you're named as admin. I want you able to run this alone, so I'll walk you through the connector settings and the refresh schedule in a separate session, with the setup note open. Have you got time later this week?
- Paul Rigby NoneThursday morning's quiet. After the stand-up.
- Callie Brennan NoneThursday after the stand-up, then. I'll send an invite. And Helen, one question. Is there anyone who'd be a second admin, in case Paul's off?
- Helen Marsden NoneHm. Not yet. It would be me, and I'm not the right person to be fixing connectors. Let me think about who in the team could do it. I'd rather not leave it all with Paul.
- Paul Rigby NoneI wouldn't complain.
- Callie Brennan NoneHa. Fair. It's worth deciding early, that's all. Last thing from me. Dates. Today is the plan. By the end of this week, written access for the call recorder and the read-only account for the housing system, plus the one-page note to IT from me. Next week, I run the test load on Paul's week of repairs and we compare counts. If the count matches, we switch on the refresh. If it doesn't, we fix the mapping first. Does that sound sensible?
- Helen Marsden NoneIt does. Can I ask for the comparison in writing, the count from the housing system next to the count from the brain, with the difference explained? I'll want that for the board pack.
- Callie Brennan NoneYes. I'll write it up as a short table. Counts, differences, and the reason for each. You'll get it before we go live, not after.
- Helen Marsden NoneThank you. I do appreciate you not saying it'll be fine.
- Callie Brennan NoneI don't say that until I've checked. Anything else, either of you? Paul?
- Paul Rigby NoneJust the ticket. Any update on this? I know you've only just picked it up, but I'd like to know if someone from your side is looking at the duplicates.
- Callie Brennan NoneI'm looking at it, Paul. I'll reply on the ticket today with what I've said here, so it's on record, and I'll tell you when the test comes back.
- Paul Rigby NoneRight. Ta.
- Helen Marsden NoneNothing else from me. Thank you, Callie.
- Callie Brennan NoneBrilliant. I'll send the actions this afternoon. Speak soon, both. Thanks, Callie.
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