Wexmoor Property Group / BG-Demo – Check In
Callcompleted
Wexmoor Property Group · 30 Apr 2026 16:00
Dana Whitaker says lease-renewal questions drive daily use and the account is healthy. She wants a value summary for leadership, dashboards training, and an overdue invoice point passed to her finance controller.
What was said
What this says
As at Fri 9 Oct 2026Dana Whitaker says lease-renewal questions drive daily use and the account is healthy. She wants a value summary for leadership, dashboards training, and an overdue invoice point passed to her finance controller.
What happened: Elena Novak covered usage, support, wants for the coming months and invoices. Dana Whitaker confirmed operations coordinators now use the brain daily, driven by lease-renewal calls.
Customer view: Dana described the core use as one-shot answers on a tenant's complaints, contract end and last contact. She did not know the dashboards builder is included in Growth and asked for training.
Commercial: Dana wants a value summary she can show upstairs ahead of the renewal on 2 Feb 2027. Portfolio managers could be added within the forty licensed users, starting with dashboards.
Watch: A couple of invoices show as overdue on BG-Demo's side, and Dana did not know. A nightly refresh ran late one morning and no ticket was raised.
Themes
As at Fri 9 Oct 2026Theme
Usage growth and value case
Importance
renewal
Sentiment
positive
Voice
decision-maker
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Elena Novak to send a dashboards training date, not on a Friday.
- Dana Whitaker to pass the overdue invoice point to the Wexmoor controller, and Elena to ask BG-Demo Finance to write with the detail.
- Elena Novak to prepare the value summary ahead of renewal.
Risks
As at Fri 9 Oct 2026- Leadership will ask what the subscription delivers, and Dana has no better answer yet than 'it's handy'.
- Overdue invoices could colour the relationship if they are not handled as a paperwork matter.
- A late nightly refresh went unreported, so freshness issues may be going unseen.
Opportunities
As at Fri 9 Oct 2026- Dashboards builder training for the coordinators, with a renewals-by-building view as the worked example.
- Portfolio managers can be added within the forty licensed users, starting with dashboards.
- A value summary built from Wexmoor's own calls and tickets can anchor the renewal conversation.
Transcript
Elena NovakHello Dana, can you hear me all right?
Dana WhitakerYeah, loud and clear. Can you hear me? My headset has been temperamental all week.- Elena NovakPerfectly, thank you. Good to see you. How has your week been?
- Dana WhitakerBusy. We have a cluster of tenant move-outs across the light-industrial buildings and everybody wants an answer yesterday. Otherwise fine. You're in Amsterdam, right? Is it as grey as it looks behind you?
- Elena NovakIt is raining, yes, as you would expect. It is the end of the day for me, so I will try to be efficient. Thank you for making the time.
- Dana WhitakerNo, no, I appreciate you doing these. Go ahead.
- Elena NovakAs I wrote in my email, I would like to cover four things. To confirm, first, how your teams are using the brain at the moment. Second, anything that is not working for you, including support. Third, what you would like from us over the coming months. And fourth, a small housekeeping point about invoices, which I will keep short. Does that work?
- Dana WhitakerSounds good. Hit me with usage first, because honestly I'm curious what you can see from your side.
- Elena NovakOf course. What I see is that the number of people active in a typical month has grown a lot compared with the previous quarter. It is still a small group, a handful of regular users, but the direction is very clear. You have forty licensed users on the Growth tier, so there is plenty of room.
- Dana WhitakerYeah, that matches what I see. At the start it was basically me and one of the regional leads poking at it. Now the operations coordinators are in there daily. The lease-renewal calls were what got them hooked.
- Elena NovakThat is interesting. Could you say a little more? What do they do with the lease-renewal calls?
- Dana WhitakerSo before, if a tenant was thinking of leaving, you had to dig through the call recordings, then the CRM, then the service contract folder, and by the time you'd put it together the conversation had moved on. Now somebody just asks: what has this tenant complained about, what is their contract end, who spoke to them last. And it comes back in one go. That's the whole reason I bought it, to be fair.
- Elena NovakYes, that is exactly the use case in your profile with us. I am glad to hear it is real in practice and not only in the demo.
- Dana WhitakerIt's real. Not perfect, mind you. Sometimes the tenant tickets and the calls disagree on which building someone is in, and then I have to go and fix it by hand.
- Elena NovakUnderstood. Is that a data problem in the source system, or does the brain join them incorrectly? I want to be precise about it, so I can note it properly.
- Dana WhitakerI think it's the source. Property names are typed differently in the ticketing side and the service contract side. Somebody types the street, somebody types the building nickname. So the brain's doing its best.
- Elena NovakRight. In that case I will make sure that we raise it as a how-to and a data-hygiene question with your team, not as a fault. There are ways to add a mapping so that both names point at the same building. Would one of your coordinators be able to own that list?
- Dana WhitakerProbably. I'd have to ask. Let me take that as an action, and I'll come back to you in writing.
- Elena NovakThank you. I will note it down: Dana to identify an owner for the building name mapping. Moving to the second point. I can see that you have not raised any tickets in the last month. Is that because everything is working, or because people are working around things?
- Dana WhitakerHa. Fair question. Mostly everything's working. There was a thing where the nightly refresh seemed late one morning, but by the time I looked it had caught up, so I didn't bother anyone.
- Elena NovakI would encourage you to tell us, even if it resolves itself. We can look at the logs, and then you have a record. It costs you one line in the helpdesk.
- Dana WhitakerOkay, yeah. Point taken. I'll tell the coordinators the same. They tend to assume a ticket is for emergencies.
- Elena NovakIt is not only for emergencies. How-to questions are welcome as well. Now, about the coming months. What would you like the brain to do that it does not do today?
- Dana WhitakerOkay, so two things, really. One is that I'd love the portfolio managers to see it, not just operations. They're asking me for the same answers all the time and I'm basically their search engine. The other is the dashboards. I saw something in a newsletter about building your own, and I'd like a view of renewals coming up by building.
- Elena NovakBoth are sensible. The dashboards builder is part of your Growth tier, so you already have it. I can arrange a short training session for your coordinators, with the renewals view as the worked example. That would be useful, I think, as it would also show them how to build the next one themselves.
- Dana WhitakerOh, it's included? Nobody told me that. Yes, please, do that. When could we do it, roughly?
- Elena NovakI would propose sometime in the next few weeks, but I will confirm a specific day by email after checking my calendar and the trainer's. I would rather not promise a date in this call and then move it.
- Dana WhitakerThat's fine. Just not Fridays, people vanish on Fridays.
- Elena NovakNoted, no Fridays. On the portfolio managers: you have forty licensed users, and today only a few of them are active. So you could add them without any change to the contract. The question is more about who would look after them, and whether you want them to ask questions freely or only through the dashboards.
- Dana WhitakerHm. I think I'd start with the dashboards, actually. Give them something to look at before they start asking things. Otherwise I'm worried they'll ask something vague and decide it's rubbish.
- Elena NovakThat is a very sensible instinct. We have seen the same in other accounts. People get a better first impression from a prepared view. Then, after a couple of weeks, you open up the chat to them.
- Dana WhitakerGood. Yeah. Let's do that.
- Elena NovakNow the housekeeping point, and I will be brief because it is not my area. I can see that a couple of invoices are shown as overdue on our side. I am not Finance, so I cannot tell you the reason, and I do not want to guess. I only want to make sure that you know, and that the right person at Wexmoor is aware.
- Dana WhitakerOverdue? Huh. I didn't know that. I'm not the one who pays things, that'd be our finance people. Greg, the controller, and his team in payables.
- Elena NovakYes, I understand. Would you be comfortable passing it to Greg, so that he can check against the purchase order and the entity? I will also ask our Finance team to write to him directly with the detail. I will not give you a date for that, because I need to check with them first.
- Dana WhitakerYeah, send it to him, copy me. I don't want this to turn into a thing. We like the product, I'd hate for a paperwork issue to be the memory somebody has.
- Elena NovakI agree completely. It is a paperwork matter, and I will make sure that it is treated as one. Your account is in good shape otherwise.
- Dana WhitakerGood. Is there anything else on your list? I've got a call with a regional lead in a few minutes.
- Elena NovakJust one more, for context only. Your contract runs until 1 Feb 2027, and the renewal falls on 2 Feb 2027, so there is plenty of time. I will come back to you well before that with a review of what the brain has done for you. We do not need to discuss it today.
- Dana WhitakerOkay, great. I'd like that, actually, a proper summary I can show upstairs. They'll ask what we get for fifty thousand a year and I want a better answer than 'it's handy'.
- Elena NovakUnderstood, and thank you for saying it. I will prepare it with examples from your own calls and tickets, not general claims, so that it is something you can put in front of your leadership.
- Dana WhitakerPerfect. Anything else from me? No. I think that's it.
- Elena NovakTo confirm the actions, then. One: Dana finds an owner for the building name mapping and replies in writing. Two: I send a date for the dashboards training, not on a Friday. Three: Dana passes the overdue invoice point to Greg, and I ask our Finance team to write to him with the detail. Four: I prepare the value summary ahead of renewal. Is that right?
- Dana WhitakerThat's right. Thanks, Elena. This was useful.
- Elena NovakThank you, Dana. You will have the written summary from me today. Kind regards, and enjoy the rest of your day.
- Dana WhitakerYou too. Bye.
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