Calderbrook Housing Group / BB-Demo – Training
Callcompleted
Calderbrook Housing Group · 2024-10-29 11:45
Training call on 29 Oct 2024. Helen's board arrears figure does not reconcile and Paul's repairs report double-counts jobs since the upgrade. Both were left as open actions for Callie before the brain can be trusted for them.
What was said
What this says
Current to 13 Oct 26Training call on 29 Oct 2024. Helen's board arrears figure does not reconcile and Paul's repairs report double-counts jobs since the upgrade. Both were left as open actions for Callie before the brain can be trusted for them.
What happened: Callie walked Helen Marsden and Paul Rigby through search, chat, dashboards and admin using their own data. Two live problems surfaced: an arrears total that differs from section four of the board pack, and repairs jobs written twice since the housing system upgrade.
Customer view: Helen wants the board to see the same number from both sources. She prefers the duplicates fixed at source rather than hidden, but accepts the stand-up cannot wait.
Commercial: Helen said the group is nowhere near forty licensed Growth users, with three people using it day to day. Headroom exists, but Callie's order is to get the first board figure matching, then invite others.
Watch: The arrears mapping and the de-duplication rule are unconfirmed until Helen sends the definition and Paul sends a week of repairs rows. Paul says he will keep asking for updates.
Themes
Current to 9 Oct 26Theme
Training, data reconciliation, duplicates
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- Helen Marsden to send the arrears definition from her team's data dictionary.
- Paul Rigby to export a week of repairs rows so Callie Brennan can test the de-duplication rule.
- Callie Brennan to check the mapping and send a handover note, with the customer success manager to follow up after the first board cycle.
Risks
Current to 9 Oct 26- The arrears figure does not match the board pack until the field mapping is confirmed, and the board will ask.
- Repairs jobs are double-counted since the housing system upgrade, which undermines trust in the dashboards.
- Only three people use the brain day to day against forty licensed Growth users.
Opportunities
Current to 9 Oct 26- Once the board figure reconciles, Helen expects wider use, including directors and the repairs team.
- Directors could be given a user and a pinned dashboard, using spare Growth licences.
Transcript
Callie Brennan NoneHello, hello. Can you both hear me all right? I've got you on screen but no sound from Paul yet.
Paul Rigby NoneAye, sorry. Was on mute. Can you hear me now?- Callie Brennan NonePerfect. And Helen, you're there as well.
Helen Marsden NoneI am, yes. Good morning, both. Apologies, I've got the board pack open in the other window, so if I look distracted, that's why.- Callie Brennan NoneNo problem at all, that's actually useful, because it's what we'll keep coming back to. Right, so let me give you the plan for the next hour or so. We've got a bit over an hour and a quarter booked, so there's room to breathe.
- Callie Brennan NoneFirst, pages and search, so everyone knows where things live. Then chat, and how to check what it's quoting. Then the dashboards builder, which is the Growth feature you'll lean on most. After that, admin things: users, connectors and the nightly refresh. And what I need from your side is a couple of real examples as we go, not my demo data.
- Helen Marsden NoneThat suits me. I'll say now that the thing I'm chasing is the arrears figure in section four of the board pack. It doesn't reconcile with what the housing system gives us, and the board will ask.
- Callie Brennan NoneUnderstood. Hold that thought, we'll use it as the live example when we get to chat. Paul, anything from you before I share?
- Paul Rigby NoneJust the repairs report. It's wrong. Double-counted again since the upgrade. I'll show you when we get to the dashboards.
- Callie Brennan NoneGood, that's the other live example then. Right, sharing my screen now. Can you see the home page?
- Helen Marsden NoneYes. It's a bit smaller than I expected, but I can read it.
- Callie Brennan NoneI'll zoom in. There. So across the top you've got search, and on the left your pages. Pages are the written summaries the brain builds from your connected sources, one per tenant group, one per repairs category, that sort of thing. Everything on a page links back to the records underneath.
- Paul Rigby NoneSo if I click a number it takes me to the job?
- Callie Brennan NoneExactly that. Click the figure, you get the underlying records, and each record has its source system shown. Try it on your side, you've all got access. Take a minute.
- Paul Rigby NoneRight. Got a repairs page up. I can see the job refs. Some of them appear twice.
- Callie Brennan NoneMm, okay. Don't fix anything yet, just note which ones. We'll come back to that, because I want to see whether it's duplicated in the source or whether we're doubling it on the way in.
- Helen Marsden NoneCan I ask about search first? When I type a tenant reference, does it search the complaints and the call notes as well as the housing system?
- Callie Brennan NoneIt searches whatever connectors are switched on and indexed, so yes, complaints, tickets, call notes, all in one box. Results are grouped by source so you can see where each hit came from. You can filter by source with the chips under the search bar.
- Helen Marsden NoneLovely. Let me try one. Arrears, then a street name. Right, that's brought back a lot.
- Callie Brennan NoneNarrow it with the chips. Pick the housing system only and then add the complaints one back in.
- Helen Marsden NoneThat's better. I can see where the complaint lines up with the arrears record. That would have taken me half a morning before.
- Callie Brennan NoneThat's the whole idea. Okay, chat. Open the chat panel on the right. You ask in plain English, and the answer comes back with the sources listed underneath. Helen, give it your arrears question.
- Helen Marsden NoneRight. What was total rent arrears at the end of last month, and how does it split by patch?
- Callie Brennan NoneGive it a few seconds, it's reading across the sources. There. You'll see the answer, and below it the list of records it used.
- Helen Marsden NoneIt's given me a total. It's close to section four but it doesn't match. Can you show me the source?
- Callie Brennan NoneClick the source link under the answer. That opens the records it summed, with the field it took the balance from.
- Helen Marsden NoneHang on. It's using the current balance field. The board pack uses the balance at the month end snapshot. That's the difference, isn't it?
- Callie Brennan NoneThat could well be it, and I'd rather not say it's definitely that until I've checked the mapping. What I'd like is the exact definition your team uses for the board figure, written down, and I'll check which field it maps to. If it's the snapshot, we can point the brain at that field and it'll reconcile.
- Helen Marsden NoneI can send you the definition today. It's in the data dictionary my team keeps. I just want the board to see the same number from both.
- Callie Brennan NoneAgreed, and that's the right way round. You define it, we map it, we show the source. Let's park that and I'll note it as an action. Now, the thing you can do yourselves: ask the follow-up. Type, show me which accounts moved most since the previous month end.
- Helen Marsden NoneIt's listed them. That's useful. Is there a way to keep that question so I can ask it again next month?
- Callie Brennan NoneYes, and that leads us straight into dashboards. Anything you want to pin, you can add to a dashboard from the chat answer. Let me show you the builder first, then Paul can do his repairs report.
- Callie Brennan NoneSo, new dashboard, top right. Give it a name. Then add a tile. You choose a question or a saved search, a chart type, and what it's grouped by.
- Paul Rigby NoneOkay. I'm making one for repairs jobs by category. Same as the morning stand-up report.
- Paul Rigby NoneDone. Number's wrong though. Job ref attached, well, I'll paste a couple in the chat. These two are the same job, twice.
- Callie Brennan NoneThanks, Paul. Let me open them. Right, I can see them. Same job reference, different record identifiers, and the created time is a few seconds apart. Does that look like what the upgrade does?
- Paul Rigby NoneLooks like it. Every job that gets updated after the upgrade writes a second row. Don't know why.
- Callie Brennan NoneOkay. I won't speculate about the cause on your side either. What I can tell you is what we do with it. If the source holds two rows, the brain indexes two rows, because it reads what's there. So the fix is either at the source, or a rule on our side that treats rows with the same job reference as one job.
- Helen Marsden NoneI'd prefer it fixed at source, honestly. Otherwise we're hiding a problem rather than solving it. But I do take the point that the stand-up can't wait.
- Paul Rigby NoneStand-up can't wait, no. Lads want the right number at half past eight.
- Callie Brennan NoneThen let's do both. Short term I'll set up a de-duplication on job reference for the repairs connector, so the dashboards are right while your supplier looks at the source. Before we switch on that rule, I need to see a wider sample so I know it doesn't merge jobs that really are separate. Paul, could you export a week of repairs rows from the housing system for me?
- Paul Rigby NoneCan do. Tomorrow.
- Callie Brennan NoneBrilliant. Now let me finish the dashboard walkthrough so you can both build without me. Filters next. Click the tile, then add a filter. You can set a date range, a patch, a contractor.
- Helen Marsden NoneCan a dashboard be shared with someone who doesn't have a login? Our directors won't sit and learn a new tool.
- Callie Brennan NoneAnyone who views it needs a user, and you've got forty licensed on Growth, so you've plenty of room. I'd give directors a user and a single dashboard pinned as their home page. They open it, they see their picture, that's it.
- Helen Marsden NoneForty. Right. We're nowhere near that at the moment, I'll be honest. It's really three of us using it day to day.
- Callie Brennan NoneThat's quite normal in the first couple of months. The people who build the board pack use it first, then it spreads once others see the numbers reconcile. I wouldn't worry about the count, I'd worry about getting your first board figure to match.
- Paul Rigby NoneI could get a few of the repairs team on. If the report's right.
- Callie Brennan NoneThat's the order. Report right first, then invite them. Let's look at admin, Paul, since that's you. Open the admin menu, left side, bottom.
- Paul Rigby NoneGot it. Users, connectors, refresh. That's all there.
- Callie Brennan NoneRight. Users: you can invite, set roles, and remove. Connectors: each source shows its status and the count of records indexed, and that count matters. If it goes flat for weeks, something's stopped loading. Refresh: the nightly run completes by 07:00 on business days, so your morning stand-up should be looking at fresh data.
- Paul Rigby NoneAnd if it's not?
- Callie Brennan NoneYou'll see the last refresh time at the top of the admin page, and you can raise a ticket from the help icon. Include the screenshot, same as you've done. Don't wait for it to get worse.
- Paul Rigby NoneAny update on this, I'll be asking. You'll get that a lot from me.
- Callie Brennan NoneHa, that's fine, I'd rather that than silence. Before we finish I want to do a setup note. So, what's changed today: one, the arrears field definition from Helen. Two, the week of repairs rows from Paul. Three, I check the mapping and set up the de-duplication rule, and I won't switch it on until I've seen the sample.
- Helen Marsden NoneAnd I'll send you the board pack section references so you can see which tiles we want to rebuild first. Section four, then the repairs section.
- Callie Brennan NonePerfect. I'll write all that up in a handover note and send it with the recording. Daniel, your customer success manager, will pick up a check-in with you after the first board cycle, so he'll have the note too.
- Helen Marsden NoneGood. I'd like that. Thanks, Callie, this has been properly useful.
- Paul Rigby NoneAye, cheers. Export'll be with you tomorrow.
- Callie Brennan NoneBrilliant. Thanks both, speak soon. Bye.
Callsmade from