Wexmoor Property Group / BG-Demo – Onboarding
Callcompleted
Wexmoor Property Group · 27 Feb 2026 16:30
On 27 Feb 2026 Dana Whitaker said adoption was slow, only two sources were connected and her boss had asked what the money was buying. Hamza Akhtar set a plan to land the tenant history question.
What was said
What this says
As at Fri 9 Oct 2026On 27 Feb 2026 Dana Whitaker said adoption was slow, only two sources were connected and her boss had asked what the money was buying. Hamza Akhtar set a plan to land the tenant history question.
What happened: Dana opened by saying she was concerned, as the contract was signed on 2 Feb 2026 and only she and one regional lead use the brain. Two of eight connectors are in use, and access requests stalled with IT.
Customer view: She still believes in the product but cannot yet show value. An overdue invoice, stuck on the customer side, led her boss to ask what they were getting.
Commercial: Hamza put the Growth subscription at fifty thousand a year and flagged renewal on 2 Feb 2027. Dana's success test is property managers using it unprompted before renewal calls.
Watch: The call recorder was promised for the following week and SharePoint the week after, subject to access. Elena and Jordan were to be told about the invoice.
Themes
As at Fri 9 Oct 2026Theme
Slow adoption, value question
Importance
complaint
Sentiment
mixed
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Hamza to book an hour with the customer's systems administrator on Tuesday or Wednesday for the call recorder.
- Hamza to flag the overdue invoice to Jordan, the account owner, and Elena, the customer success manager, and send the data note for general counsel.
- Hamza to send Dana a weekly note with questions asked, people active and records indexed.
Risks
As at Fri 9 Oct 2026- Dana's boss has questioned what the subscription delivers, and the renewal on 2 Feb 2027 will turn on that answer.
- Usage is limited to Dana and one regional lead, with the team in lease season and short of time.
- An invoice flagged overdue by the customer's finance team remains open.
Opportunities
As at Fri 9 Oct 2026- Three or four leasing managers as first users could make the tenant history question land.
- Six unused connectors on Growth leave room to deepen the brain once access is granted.
Transcript
Hamza AkhtarHello Dana, can you hear me alright? Good afternoon from London, or good morning for you, I suppose.
Dana WhitakerYes, loud and clear. It's still morning here, just about. I've been back to back since early so forgive me if I'm a bit scattered.- Hamza AkhtarNo, no, that's fine. How's the weather treating you? I saw Chicago on the news and it looked grim.
- Dana WhitakerBrutal. Wind off the lake, everybody walking sideways. Honestly I'd swap you for a drizzly London afternoon any day.
- Hamza AkhtarHa, you wouldn't for long. Right, so this is the onboarding session. I've got about forty minutes with you, and what I'd like to do is look at where we are, what's connected, who owns what on your side, and then agree what happens in the next couple of weeks. Does that suit?
- Dana WhitakerYes. And I'll be honest with you up front, Hamza, I'm a bit concerned. We signed on Monday 2 February 2026, it's the end of the month now, and I don't feel like we've moved as fast as I thought we would.
- Hamza AkhtarOkay, thank you for saying that straight away. That's useful. Tell me what you're seeing.
- Dana WhitakerSo, I log in, and I can ask it a few things, and it's fine. But I'm one of maybe two people in the building who've even opened it. The rest of my operations team haven't touched it. I sold this internally as the place where tenant tickets, lease-renewal calls and service contracts all sit together, and right now I can't point at a single person and say, go and ask the brain.
- Hamza AkhtarMm. Right. And that matches what I see on my side, to be fair. Usage is very light, it's basically you and one other person. So you're not imagining it.
- Dana WhitakerThat's the other person, yes. One of my regional leads. He tried it twice, I think.
- Hamza AkhtarYeah. Can I ask, before we get into the plan, what do you think has been the blocker? Is it that people don't know about it, or that they've looked and it's not useful yet?
- Dana WhitakerBit of both, honestly. Mostly they don't know. I haven't had the energy to do a proper launch because I didn't want to put it in front of forty people while it's half empty. And what's in there, it's thin. The tenant tickets are in, but the lease-renewal calls aren't, and the service contracts, no. So if somebody asks a question about a renewal, there's nothing to say.
- Hamza AkhtarThat makes sense. So the order is wrong. People can't get value until the sources are in, and you can't launch until there's value. We're stuck in the middle.
- Dana WhitakerExactly that.
- Hamza AkhtarOkay. Let me share my screen, hang on. Can you see the connector list?
- Dana WhitakerYes. It's small, but I can see it. Two lines.
- Hamza AkhtarTwo connected, that's right. The helpdesk, which is where the tenant tickets come from, and one of your shared folders, which has a handful of documents in it. You're on Growth, so you have room for eight connectors, and we've used two. Six are sitting there unused.
- Dana WhitakerSix. Right. That's a bit embarrassing, isn't it.
- Hamza AkhtarNo, not at all. It's normal at this stage, it's just that we're a few weeks in and I'd have liked it further along. Part of that is on us, to be fair. I sent you the access checklist and we didn't chase it properly.
- Dana WhitakerNo, it's not on you. The checklist went to me, I forwarded it to IT, and then it sat. One of the folks in IT was off for a bit. I should have pushed.
- Hamza AkhtarOkay. So who in IT is the right person? Not the name, I don't need the name, just the role.
- Dana WhitakerIt'd be our systems administrator. He looks after the Microsoft 365 side and most of the access. He's good, he's just stretched, it's a small team.
- Hamza AkhtarFine. And is Microsoft 365 where the lease documents and service contracts actually live, or is that somewhere else?
- Dana WhitakerContracts are in SharePoint. Mostly. Some of the older ones are scanned and sitting in a folder on a drive that, honestly, I'd have to ask about. The lease-renewal calls are recorded, we use a call recorder, the property managers use it when they talk to tenants about renewals. That's the one I really care about.
- Hamza AkhtarGood. So that's actually three things we can name. SharePoint for contracts, the call recorder for the renewal calls, and the helpdesk, which is already live. Which of the two new ones gives you the most value fastest?
- Dana WhitakerThe calls. No question. When a lease is coming up, the property manager's already had two or three conversations with the tenant, and none of that is written down anywhere useful. If I could ask what has this tenant said about renewing, that's the thing that would get people using it.
- Hamza AkhtarRight. Then let's make the call recorder first. SharePoint second. What do I need from you to make the call recorder happen?
- Dana WhitakerThat's the bit I don't know. Someone has to be an admin on the recorder, and I'm not. I'm a normal user.
- Hamza AkhtarOkay, so we'd need an admin on the recorder to approve the connection, and somebody who can say which teams' calls should be included. Is it all the property managers or only some?
- Dana WhitakerHmm. Not all of them. I'd say only the leasing side to start with. The facilities people use it as well but for different things, and I'd rather not pull in a lot of noise.
- Hamza AkhtarThat's sensible. Start narrow, widen later. We can filter by team when we connect it, so that's not a problem.
- Dana WhitakerGood. Because one thing I do worry about is privacy. Some of those calls have, you know, tenants talking about their finances, their business.
- Hamza AkhtarYes, and it's a fair thing to worry about. I'll be clear on how it works, because it matters. The brain runs inside your own Snowflake account. The data doesn't leave it. So the calls land in your environment, under your controls, and you decide who can query what.
- Dana WhitakerOkay. That's what I told our general counsel, but it's good to hear you say it again. She'll probably want that in writing.
- Hamza AkhtarOf course. I'll send a short note you can pass on. Not a sales document, just how the data sits and who can see it.
- Dana WhitakerThank you. That'd help.
- Hamza AkhtarNow, let me ask about something else, and tell me if I'm stepping out of line. Is there anything outside the project that's been making it harder to give this attention? You mentioned it's busy.
- Dana WhitakerNo, you're fine. It's lease season, basically. A lot of our office portfolio comes up at the same time, so my team's been working flat out. It's not that they don't care, they just have no room to learn a new tool. That's a worry for me, because if I'm asking them to try something right now, they'll say no and mean it.
- Hamza AkhtarUnderstood. So the launch has to be tiny and obviously useful. Not a big rollout, not a lot of training. One question they can answer faster with the brain than without it.
- Dana WhitakerYes. Yes, exactly. That's the thing.
- Hamza AkhtarOkay. So what's the question? If you had to pick one question that a property manager asks every week.
- Dana WhitakerHmm. Let me think. What's the history with this tenant before I phone them. Open tickets, what they've said on calls, when their contract is up. That's basically the whole job before any renewal conversation.
- Hamza AkhtarThat's a good one. That uses all three sources. The tickets already there, the calls, and the contracts. So the tenant history question is the target. When that works, you've got your launch.
- Dana WhitakerRight. And how long is that going to take? Because I need to be able to tell my boss something.
- Hamza AkhtarFair. I don't want to overpromise. The connectors themselves are quick once access is there, it's the access that takes the time. If your systems administrator can give me an hour in the next week, I'd expect the call recorder to be loading shortly after. SharePoint could follow within the fortnight.
- Dana WhitakerSo the call recorder, next week. And SharePoint, the week after.
- Hamza AkhtarThat's the plan, subject to access. I'd rather say it that way and be right.
- Dana WhitakerNo, I appreciate that. Honestly, I've had too many vendors say next week and mean next quarter.
- Hamza AkhtarHa. Yeah. I'll try not to be one of them.
- Dana WhitakerCan I raise something else? It's a bit awkward.
- Hamza AkhtarGo on.
- Dana WhitakerOur finance team flagged an invoice from you as overdue. I wanted to say, I know about it, it's not a dispute as such. It got stuck on our side. But it came up in a meeting and my boss asked me what we were even getting for the money, and I didn't have a great answer. Which is partly why I'm being so blunt on this call.
- Hamza AkhtarOkay. Thank you for telling me. I don't handle invoicing, so I can't speak to the detail, but I'll make sure Jordan and Elena know, so nobody's surprised. Jordan's your account owner and Elena is your customer success manager. Would you rather I let them pick it up with you, or with your finance team directly?
- Dana WhitakerFinance directly is probably cleaner. I'll tell them to expect it. I'll chase it on my side as well, I don't want it hanging over this.
- Hamza AkhtarGood. I'll flag it today. And on your boss's question, what are we getting for the money, I think that's the right question. At fifty thousand a year for the Growth subscription, you should be able to show something concrete soon. That's what this plan is for.
- Dana WhitakerYes. And that's the thing, I do believe in it. I saw the demo, I thought it was impressive. I just need it to land with my people.
- Hamza AkhtarUnderstood. Then let's make it land. Can I suggest a few specific things, and you tell me which are realistic?
- Dana WhitakerPlease.
- Hamza AkhtarOne. You name an owner on your side for the data, someone who can answer, is this the right folder, is this the right team. Doesn't have to be senior. Two. Your systems administrator is named as the admin and sets aside an hour next week for the call recorder. Three. You pick three or four people, not forty, who'll be the first users. Ideally property managers who do a lot of renewals. Four. We do a short session with just them, around thirty minutes, on that one tenant history question.
- Dana WhitakerThree or four people. That I can do. I know who I'd pick, actually. There's a couple of the leasing managers who complain loudest about having to dig through old emails. They'd be good.
- Hamza AkhtarBrilliant. The ones who complain loudest are always the best first users, because they know what they want. And if it works for them, the others hear about it from colleagues, which is far better than hearing it from you or from me.
- Dana WhitakerThat's true. That's very true.
- Hamza AkhtarOn the data owner, who'd that be? Have you got someone in mind?
- Dana WhitakerHmm. It'd probably be my operations coordinator. She knows where everything is, she's organised the contract folders for years. I'd have to ask her, she may say she's too busy as well.
- Hamza AkhtarWould it help if I framed it as a small ask? Maybe an hour here and there over the next few weeks, mostly answering my questions.
- Dana WhitakerThat would help, yes. If it's an hour, she'll do it. If it's an open-ended project, she won't.
- Hamza AkhtarUnderstood. I'll write it so it's clearly bounded. Okay, let me go back to the screen for a second. There's one other thing I want to show you, because it might help with the boss question. This is the usage page, can you see it?
- Dana WhitakerYes. That's a very flat line.
- Hamza AkhtarIt is a very flat line. And it's useful, actually, because it's an honest baseline. We'll look at this again in a month, and if I've done my job, it won't be flat. Questions asked, people active, records indexed. Those are the three I'd watch.
- Dana WhitakerOkay. Can you send me that page regularly? Even weekly? I'd like to be able to show my boss that the line moves.
- Hamza AkhtarYes, I can send you a short weekly note while we're in onboarding. Nothing fancy, just those three numbers and what changed.
- Dana WhitakerPerfect. That would honestly help a lot.
- Hamza AkhtarNow, licences. You have forty users on the Growth plan. I'm not worried about that number, you're nowhere near it. But when you do roll out, think about who should have a seat. Don't give it to everyone by default, give it to the people who'll use it.
- Dana WhitakerRight, I'd planned to give it to the whole operations team eventually. Is there a problem with that?
- Hamza AkhtarNo problem at all, forty is plenty for an operations team. I'm just saying that a seat nobody uses makes the usage line look worse than it is. Start with the few, then add.
- Dana WhitakerThat makes sense. Okay.
- Hamza AkhtarLet me ask you about the contracts, because that's the one I'm least sure about. You said some are in SharePoint and some are scanned. How messy are the scans?
- Dana WhitakerMessy. Some are proper PDFs you can search. Some are photos of paper, honestly, taken on a phone. Those I wouldn't trust anything to read.
- Hamza AkhtarOkay. So we'd want to be honest about that. The brain can only answer from what it can read. If a contract is a blurry photo, it'll either skip it or get it wrong, and I'd rather we skip it and tell you which ones were skipped.
- Dana WhitakerYes. I'd much rather it said, I couldn't read this one, than guess. Because if it guesses wrong on a lease date, somebody's going to lose a tenant.
- Hamza AkhtarAbsolutely. That's the right instinct. So for the first pass, we only take the contracts that are clean. Your operations coordinator can help us sort which are which, and we list the rest as a clean-up job for later.
- Dana WhitakerGood. That's pragmatic. I like that.
- Hamza AkhtarOkay. What else is on your mind? We've got a bit of time.
- Dana WhitakerHmm. I suppose the thing I keep coming back to is whether I've made a mistake. Not in a dramatic way. But I pushed for this, I'm the one who brought you in, and if it flops, it's on me. I can't shake that.
- Hamza AkhtarThat's an honest thing to say, and I'm glad you said it. I'd say two things. First, it hasn't flopped, it's just early and quiet. Second, the reason it's quiet is something we can fix, which is that the sources aren't in. That's not a product problem, that's a plan problem.
- Dana WhitakerOkay. That's a helpful way to put it.
- Hamza AkhtarAnd if I'm honest, a lot of customers are exactly here at this stage. The ones that do well are the ones where somebody like you says out loud, this isn't working yet, what do we do. You've done that on day one of this call.
- Dana WhitakerHa. Well. I'm glad I'm doing something right.
- Hamza AkhtarMore than something. Right, let me get specific on dates. Today's Friday 27 February 2026. What's a realistic date for your systems administrator to give me that hour?
- Dana WhitakerLet me look at my calendar. Hang on. Mm. He's out Monday. Tuesday or Wednesday would be best, I'd say. I can message him as soon as we hang up.
- Hamza AkhtarTuesday or Wednesday works for me, any time in your morning, which is my afternoon, so I'm flexible. If you ask him which he prefers and send it over, I'll book it.
- Dana WhitakerDone. I'll send you a time by end of day.
- Hamza AkhtarLovely. And the short session with your first few users, can we aim for the week after the call recorder is loading? That way there are actual calls in there when they try it.
- Dana WhitakerYes. Yes, that's right. No point showing them an empty brain.
- Hamza AkhtarExactly. Okay. Another thing I should mention, so you're not caught out. Your contract runs to 1 Feb 2027, and renewal falls the day after, 2 Feb 2027. That's a long way off, but it's worth having in your head, because the question the business will ask next January is whether it was worth it. I'd like us to have a good answer well before then.
- Dana WhitakerYes. Understood. And I'd rather know that now than be surprised. Okay.
- Hamza AkhtarSo let's work backwards from a good answer. What would you want to be able to say to your boss in, say, three months? What would make you feel it was working?
- Dana WhitakerHmm. That's a good question. I think, if a property manager told me unprompted that they'd used it before a renewal call. That would be the thing. Not me asking them, them telling me.
- Hamza AkhtarOkay. So that's the real measure. Somebody using it who you didn't ask to. I like that. And a number, maybe, to go with it. How many people asked something that week.
- Dana WhitakerYes. Even if it's a handful, as long as it's a handful that's growing.
- Hamza AkhtarRight. A growing handful. I'll write that down as the first target. Is there anything blocking us on your side that I haven't asked about? Security review, procurement, anything like that?
- Dana WhitakerSecurity, our general counsel will want to see the note I mentioned. Other than that, I don't think so. Procurement is done, that's all signed. It's really just getting people's time.
- Hamza AkhtarOkay. Then let me try to summarise, and you stop me if I've got anything wrong. Is that alright?
- Dana WhitakerGo ahead.
- Hamza AkhtarSo. The brain has two sources connected, tickets and a folder. The aim is the tenant history question, which needs the call recorder, SharePoint and the helpdesk together. Call recorder first, with your systems administrator, Tuesday or Wednesday. SharePoint after that, with your operations coordinator helping us sort the clean contracts. You pick three or four first users, mostly leasing managers. We run a short session with them once the calls are in. I send you a weekly note with the usage numbers. And I send a short data note for your general counsel.
- Dana WhitakerThat's it. That's exactly it. And the invoice, finance will chase on my side, and you'll flag it to Jordan and Elena.
- Hamza AkhtarYes, thank you, I nearly forgot. I'll do that straight after this call.
- Dana WhitakerGood. Look, can I say one more thing?
- Hamza AkhtarOf course.
- Dana WhitakerI came into this call a bit fed up, I'll admit. Not at you, more at the situation. But I do feel better. It's useful to have an actual list. Before this it was just a general sense that things weren't moving.
- Hamza AkhtarThat's good to hear. And honestly it's on me too to keep it from drifting. If you don't hear from me by Thursday next week and the call recorder isn't loading, push me.
- Dana WhitakerI will. Don't worry about that. I can be quite annoying.
- Hamza AkhtarHa, I'd say that's a feature. Right. Is there anything else you want to cover? We've got a few minutes.
- Dana WhitakerMaybe one small thing. When the first users try it, what should I tell them to expect? I don't want them to ask something silly and get a bad answer and decide it's rubbish.
- Hamza AkhtarGood question. I'd tell them to ask it the way they'd ask a colleague. Plain words, a tenant's name, a thing they want to know. And tell them it'll sometimes say it doesn't know, and that's good, not a failure. If it ever gives an answer that looks wrong, they should tell you or me, because that's how we fix it.
- Dana WhitakerOkay. Plain words, and tell us when it's wrong. I can say that.
- Hamza AkhtarI'll put it on a half page you can forward to them, so you don't have to remember it.
- Dana WhitakerThank you, that would be brilliant. Less for me to write.
- Hamza AkhtarAnything on the helpdesk side? That one's been live a while. Are you happy with how the tickets look in there?
- Dana WhitakerMostly. I haven't seen a problem. It's just, when I ask about a particular building, it's good, but it's only tickets, so it only tells me half the story. That's why I want the rest.
- Hamza AkhtarYes, that's the half-the-story feeling. We'll fix that. Okay. I think that's what I wanted. Let me check the time. We've got a little left. Is there something that's still unclear?
- Dana WhitakerNo, I think I'm clear. I know what I'm doing today, which is message the systems administrator, ask my coordinator about an hour, and pick my first users. And talk to finance.
- Hamza AkhtarThat's it. Four things, all small. And from me, the data note, the flag to Jordan and Elena, the one-page guide, and the first weekly usage note.
- Dana WhitakerGood. Lovely. And if the systems administrator says he can't do Tuesday or Wednesday?
- Hamza AkhtarThen tell me what he can do and I'll move. The only thing I'd ask is that we don't let it slip past the following week, otherwise the whole sequence slides.
- Dana WhitakerUnderstood. I'll hold the line on that.
- Hamza AkhtarThank you, Dana. And thanks for being direct about it. That's what makes this possible.
- Dana WhitakerNo, thank you. It's been more useful than I expected, to be honest. I'll be in touch by end of day with the time.
- Hamza AkhtarBrilliant. Speak soon. Enjoy the rest of your morning, and wrap up warm.
- Dana WhitakerHa, will do. Cheers, Hamza. Bye for now.
- Hamza AkhtarBye, Dana.
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