Wexmoor Property Group / BG-Demo – Onboarding
Callcompleted
Wexmoor Property Group · 5 Mar 2026 16:15
On 5 Mar 2026 Dana Whitaker told Hamza Akhtar that very few of the forty Growth seats were in use and two invoices showed overdue. She warned her boss may question the spend if the brain is not visibly working by quarter end.
What was said
What this says
As at Fri 9 Oct 2026On 5 Mar 2026 Dana Whitaker told Hamza Akhtar that very few of the forty Growth seats were in use and two invoices showed overdue. She warned her boss may question the spend if the brain is not visibly working by quarter end.
What happened: Dana Whitaker opened by saying hardly anyone had logged in on the forty seats and she had little to tell her boss. Hamza Akhtar agreed usage was low and said only the helpdesk was loading.
Customer view: The call recorder is waiting on IT approval and the contracts folder is not connected. Dana was relieved the product was unfinished rather than useless.
Commercial: Her finance team says two invoices are overdue, and Hamza passed this to Jordan Pike, who owns the commercial relationship. She said her boss may ask whether Wexmoor should be paying for it if it is not visibly working by the end of the quarter.
Watch: Hamza committed to a one-page note for IT, a status summary for her boss and a pilot group session. Elena Novak, the customer success manager, is to join the next call.
Themes
As at Fri 9 Oct 2026Theme
Low adoption, unpaid invoices
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 Akhtar sends IT a one-page note on the recorder approval and sends Dana a status summary for her boss.
- Jordan Pike checks the overdue invoices, including whether they went to the right person.
- Dana Whitaker picks a pilot group and asks her analyst to act as day-to-day admin.
Risks
As at Fri 9 Oct 2026- Growth subscription value is questioned by Dana's boss if usage is not visible by the end of the quarter.
- Two invoices are shown as overdue by the customer's finance team and are unresolved.
- Only the helpdesk connector is loading, so users see thin results.
Opportunities
As at Fri 9 Oct 2026- A pilot group of leasing leads and property managers can prove value with real questions.
- A second admin from the leasing side would widen ownership of the brain.
Transcript
Hamza AkhtarHi Dana, can you hear me all right?
Dana WhitakerYes, loud and clear. Sorry, I'm just coming off another call, give me a second to find my notes.- Hamza AkhtarNo rush at all. I've got the connector list open on my side, so whenever you're ready.
- Dana WhitakerRight. I'm here. How's your week been?
- Hamza AkhtarBusy but good, thanks. Yours? I know this is a heavy stretch for lease renewals.
- Dana WhitakerIt is. It's been relentless, honestly. Which is partly why I wanted this call to be a proper one, because I'm a bit worried about where we've got to.
- Hamza AkhtarOkay, good, let's use the time for that. Do you want to tell me what's on your mind first, and then I'll walk through where the connectors are and who owns what?
- Dana WhitakerYeah. So I looked at the admin page last night. We bought forty seats, and I think I could count the people who've actually logged in on one hand. Really on one hand, maybe not even that. And my boss asked me in a meeting how it was going, and I didn't have much to say.
- Hamza AkhtarMm. That's fair, and I'd rather you tell me straight. You're right that it's low. It's early, we're still in the onboarding window, but low is low, so let's not dress it up.
- Dana WhitakerI appreciate that. I just don't want to be the person who pushed for this and then it sits there.
- Hamza AkhtarUnderstood. Can I give you my read of why, and you tell me if it matches what you see on the ground?
- Dana WhitakerPlease.
- Hamza AkhtarSo, the whole idea is that your operations people can see tenant tickets, the lease-renewal calls and the service contracts in one place. Right now, only one of those three is properly in there. The helpdesk is connected and loading every night. The call recorder is configured on our side but it's waiting on an admin approval from someone in your IT team. And the service contracts folder isn't connected at all yet.
- Dana WhitakerRight. So if somebody logs in and asks about a lease renewal, there's nothing there.
- Hamza AkhtarExactly that. They'd get tickets and not much else, and they'd think, well, I can get that from the helpdesk already. Which is a perfectly reasonable reaction. The value only shows up when the three sit together.
- Dana WhitakerOkay. That's actually a bit of a relief, because I was assuming the thing just wasn't useful.
- Hamza AkhtarNo, it's more that we haven't finished the job. And part of that is on us, to be fair. I should have chased the approval request harder after the kickoff.
- Dana WhitakerWell, it's not like IT is quick. I put it in their queue, and I think it's still sitting there. I'll be honest, I don't know who in IT picked it up.
- Hamza AkhtarThat's one of the things I'd like to settle today. Who is the person in IT who can grant access in your Snowflake account and approve the recorder? Because we run inside your Snowflake, so nothing moves until someone there says yes.
- Dana WhitakerThere's a colleague in IT who looks after the data platform. He's decent, just stretched. If I message him directly and say it's blocking a project my boss cares about, he'll move.
- Hamza AkhtarBrilliant. If I send you a one-page note for him, exactly what to approve and what it touches, would that help? So he's not guessing.
- Dana WhitakerYes, please. Short. He won't read more than a page.
- Hamza AkhtarOne page, with the permissions listed. Understood.
- Hamza AkhtarSecond thing, the service contracts folder. Where do those documents actually live at the moment?
- Dana WhitakerUgh. Mostly in a shared drive, but some of the older ones are on people's own machines, and our property managers email them round. I'd say eighty percent are in the drive, if I'm being optimistic.
- Hamza AkhtarThat's fine, we don't need all of it on day one. If we connect the drive and get the bulk of it, the brain will still answer well, and we can tell you which contracts it couldn't see. Over time people tend to tidy up once they see the gaps.
- Dana WhitakerOkay. That's a more honest answer than I expected.
- Hamza AkhtarI'd rather you hear it now than find out in the demo to your boss.
- Dana WhitakerHa. Fair.
- Hamza AkhtarSo, owners. I'd like to put names, or at least roles, against four things. One, you as the sponsor on the Wexmoor side. Two, a day-to-day admin who'll look after the brain, who we can talk to without bothering you. Three, the IT contact we just discussed. Four, the person who owns the contracts folder.
- Dana WhitakerMe for the first. For the second, I'm thinking an operations analyst on my team. She's sharp, she already builds our weekly reports by hand, so this should save her a day a week. I haven't asked her yet, mind.
- Hamza AkhtarThat's exactly the sort of person. Would she be able to give us a couple of hours a week for the next month?
- Dana WhitakerI'll have to take something off her plate, but yes. I'll make it happen.
- Hamza AkhtarGood. I'd say if we had two admins, even better, so it's not all on one person. We've seen it go wrong when it's one person and they go on holiday, or leave.
- Dana WhitakerOkay, I'll think about a second one. Perhaps someone from the leasing side. They're the ones who'd actually want the renewal calls.
- Hamza AkhtarThat makes sense, they'd be a real user as well as an admin.
- Dana WhitakerCan I raise something slightly awkward?
- Hamza AkhtarOf course.
- Dana WhitakerOur finance team pinged me this week about the invoices. Two of them are showing as overdue. I don't know all the detail, they just said it's with you and not paid. And I was a bit mortified, because the thing's not even in use yet and we're already late paying.
- Hamza AkhtarRight. Thanks for saying. I should be upfront that I'm on the implementation side, so I can't see the billing detail or change anything there. That sits with Jordan Pike, who owns the commercial relationship. I'll make sure Jordan knows you've raised it today.
- Dana WhitakerYeah, that'd be good. I'll go back to our finance people and ask what's actually holding them up. It might be something silly, like a reference or an approval.
- Hamza AkhtarIt often is. And from our side, it's worth Jordan checking that the invoices went to the right person at your end. I'm not saying that's the cause, I genuinely don't know.
- Dana WhitakerNo, that's a good shout. I'll ask who they were addressed to.
- Hamza AkhtarAnd just so we're clear, it's fifty thousand a year for Growth, with forty users. If there's any confusion at your end about what that covers, I'm happy to put it in a short note.
- Dana WhitakerThat'd help me, actually. Something I can show my boss, saying what we get and what's live. Because right now I can't point at much.
- Hamza AkhtarFine. I'll write that up honestly: what's live, what's waiting, what's next, with a date against each.
- Hamza AkhtarLet me share my screen so you can see what your account looks like right now. Give me a second. Can you see it?
- Dana WhitakerYes. It's a bit small. Oh, that's better.
- Hamza AkhtarSo this is the connector page. Helpdesk, green, loading each night. Call recorder, amber, waiting on approval. Contracts folder, grey, not started. That's the whole picture, nothing hidden.
- Dana WhitakerRight. It's quite stark when you see it like that.
- Hamza AkhtarIt is, which is useful. By the end of next week I'd like two of those to be green.
- Dana WhitakerWhat's the overnight thing, the refresh? Someone mentioned it on the kickoff and I didn't catch it.
- Hamza AkhtarEvery night the brain refreshes from your connected systems, and it's meant to be finished by seven in the morning your time on business days. So when your people sit down, the data is from the day before.
- Dana WhitakerOkay. So my leasing leads would see yesterday's tickets with this morning's coffee.
- Hamza AkhtarThat's the idea, yes.
- Dana WhitakerCan I ask what you'd do if you were me? On the usage. Do I just tell everyone to log in?
- Hamza AkhtarHonestly, no. If you tell forty people to log in before the recorder and contracts are connected, they'll try it once, find thin results and not come back. I'd go with a small group first. A handful of people who feel the pain: your leasing leads and a couple of property managers.
- Dana WhitakerA pilot group, basically.
- Hamza AkhtarYes. Give them real questions to ask. Which tenants have an open ticket and a lease coming up for renewal? Which service contracts end this year? Things they currently work out with a spreadsheet and a lot of swearing.
- Dana WhitakerHa, yes. That's every Monday for us.
- Hamza AkhtarThen that's your first question. If the brain answers that in half a minute, people will talk about it for you.
- Dana WhitakerI like that. But what if the answer's wrong? I mean, with half the data connected.
- Hamza AkhtarGood question. It shows where it got the answer from, so people can check. And we'd tell the pilot group plainly what's not connected yet. If they know the recorder isn't in, they won't be surprised when renewal calls are missing.
- Dana WhitakerOkay. Yes. That I can sell to them.
- Hamza AkhtarOn timing, what's realistic for you? I know the renewal season is busy.
- Dana WhitakerIf I'm realistic, the IT approval is the thing. Say he does it early next week. Then the pilot group can start the week after, as long as I can get them in a room for an hour.
- Hamza AkhtarAn hour is plenty for a first session. I'll run it, you just need the people. I can do it remotely and keep it to their questions, not slides.
- Dana WhitakerPerfect. Slides would kill it.
- Hamza AkhtarNoted. No slides.
- Dana WhitakerCan I be blunt about one more thing? I'm not sure my boss has the patience for a slow start. If this isn't visibly working by the end of the quarter, I think he'll start asking whether we should be paying for it.
- Hamza AkhtarI hear that, and I won't pretend otherwise. What I can say is that nothing here looks broken, it's unfinished. The fix is a short list, and most of it is waiting on approvals rather than on engineering. If we get the recorder and the contracts in, I'd expect the picture to look very different within a few weeks.
- Dana WhitakerOkay. I'll hold on to that.
- Hamza AkhtarI'd also like Elena Novak to join the next one. She's your customer success manager, she looks after adoption after onboarding, and she'll want to know the plan so she's not starting cold.
- Dana WhitakerI think I met her briefly. Yes, that'd be good.
- Hamza AkhtarLet me recap, because I want to be sure I've got it right. From you: message your IT colleague about the recorder approval, ask your finance team what's holding the two invoices, ask your analyst to be the day-to-day admin, and think about a second admin from leasing. Is that right?
- Dana WhitakerYes. And a pilot group of a handful of people. I'll pick them this week.
- Hamza AkhtarAnd from me: the one-page note for IT, today. A short summary for your boss of what's live and what's waiting. A word with Jordan about the invoices. And a plan for the pilot session, with sample questions.
- Dana WhitakerThat's a decent list. Thank you for not being defensive, by the way. I've had vendors who'd have told me it was all fine.
- Hamza AkhtarWouldn't be much use to you if I did. Let's speak again early next week, once IT has had a look, and we'll see how the recorder's doing.
- Dana WhitakerGreat. Speak then.
- Hamza AkhtarCheers, Dana. Take care.
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