Wexmoor Property Group / BG-Demo – QBR
Callcompleted
Wexmoor Property Group · 21 Sep 2026 16:30
Wexmoor's QBR on 21 Sep 2026: the brain works for the few who use it, but only seven or eight of forty licence holders are active. COO Tyler Brooks will back an adoption fix, and the renewal is on 2 Feb 2027.
What was said
What this says
As at Fri 9 Oct 2026Wexmoor's QBR on 21 Sep 2026: the brain works for the few who use it, but only seven or eight of forty licence holders are active. COO Tyler Brooks will back an adoption fix, and the renewal is on 2 Feb 2027.
What happened: Elena Novak hosted the 21 Sep 2026 QBR with Jordan Pike and Dana Whitaker. Tyler Brooks, the COO, joined for about fifteen minutes for the value and renewal part.
Customer view: Dana said the brain puts tenant tickets, lease-renewal notes and service contracts in one place, but only a small group uses it. Tyler wants more people getting value and no project for himself.
Commercial: The Growth contract runs to 1 Feb 2027 with renewal on 2 Feb 2027, at an annual figure of £50k. Dana asked about handing licences back, and Jordan advised it was too early and that adoption should be fixed first.
Watch: Two regular users moved to other portfolios over the summer, so a small group carries most questions. The one high-priority ticket was answered inside the Growth commitment and Dana had no complaint.
Themes
As at Fri 9 Oct 2026Theme
Adoption gap before renewal
Importance
renewal
Sentiment
mixed
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 proposes two or three morning training slots (Central time) by the end of the week of the call.
- Dana Whitaker sends Elena the names of weekly users in each region and collects real examples of value.
- Jordan Pike returns to Dana and Tyler in the autumn with a one-page view of use and value.
Risks
As at Fri 9 Oct 2026- Only seven or eight of forty licences are in daily use, so the value case for renewal is thin.
- A small group carries most questions, and two regular users have already moved portfolios.
- Dana raised handing licences back, which could mean a smaller Growth subscription at renewal.
Opportunities
As at Fri 9 Oct 2026- A regional property manager training session built on their own tenants can widen use on the existing Growth contract.
- Dana's real examples of the brain catching a service-contract issue can form a value case in the customer's own words.
Transcript
Elena NovakGood afternoon, everyone. Can you both hear me properly?
Jordan PikeLoud and clear, Elena. Hey, Dana, good to see you.
Dana WhitakerHi, both. Sorry, give me a second, my camera is being slow. There we go. Can you see me?- Jordan PikeWe can. How's the week been? Monday afternoon, I imagine it's already a lot.
- Dana WhitakerIt's been a lot since about seven this morning. We've had a run of lease renewals landing at once, so the calendar is basically a wall of calls. But it's fine, this is the part of the job I actually like.
- Elena NovakThat is helpful context, because it connects to what I would like to cover. Shall I restate the agenda I emailed last week?
- Dana WhitakerYes please, go ahead. I did read it, but I'll admit I skimmed.
- Elena NovakOf course. To confirm, there are four items. First, usage since the last review, including who is asking questions and who is not. Second, the one support ticket from last month. Third, what the brain is doing for your operations team in practice, so we can say plainly what it is worth to you. Fourth, the renewal, which is still some months away, but I would like us to agree how we handle it. I will make sure that every action is written down and sent to you today.
- Jordan PikeAnd from my side, here's where we are on time: we've got about an hour, and Tyler said he'd drop in for the value and renewal part. To be transparent, I'd rather he hear the honest version than the polished one.
- Dana WhitakerGood. He's just finishing something, he said he'd be here by quarter to. Oh, actually, I think that's him now.
Tyler BrooksHi, all. Quick check on time, I've got about fifteen minutes before I'm pulled away. Is that enough?- Jordan PikeTyler, hey. That's plenty. We'll do the value piece first so you get the bottom line, then the usage detail can run on with Dana.
- Tyler BrooksPerfect. What's the bottom line, then? Is it earning its keep?
- Dana WhitakerDo you want me to take that one, Tyler? I think I can say it fairly quickly.
- Tyler BrooksPlease. Keep it moving.
- Dana WhitakerOkay. So, the thing it does that we could not do before is put the tenant tickets, the notes from lease-renewal calls and the service contracts in one place. Before, if a property manager wanted to know whether a tenant who was about to renew had also been complaining about the building, they'd open three systems and then ring somebody. Now they ask the brain and they get the answer with the sources underneath. For the people who use it, that's a real change.
- Dana WhitakerThe catch is, and I'll be honest, that's a small group of people. We have forty licences, and on a normal day it's about seven or eight of us actually in there. Which is, you know, not what I pictured when we signed.
- Tyler BrooksRight. So forty seats and seven or eight people. That's the bottom line?
- Dana WhitakerThat's part of it. The people who use it, use it properly. The rest of the property managers just haven't picked it up, and that's on us as much as anyone. We never really ran the rollout past my own team and a couple of the regional leads.
- Jordan PikeCan I jump in, Tyler? I want to be straight with you, because you're the one signing at renewal. The contract is for forty users and the annual figure is fifty thousand pounds. Nothing is wrong with the brain or with the invoices. The question is whether the value you're getting is spread across enough of the business to justify that number, and right now it's concentrated.
- Tyler BrooksI appreciate that. So what would fix it? I don't want a project. I want somebody to tell me what to do and what it costs me in time.
- Elena NovakIf I may, Tyler. There are two things, and neither is large. First, a short training session for the regional property managers, run by me, built around their own tenants and their own lease renewals so it is not generic. Second, Dana nominates a small number of people in each region who are expected to use it weekly, so there is somebody close to them they can ask.
- Tyler BrooksHow much of Dana's time is that?
- Elena NovakAs agreed with Dana in earlier conversations, I would carry most of the preparation. Dana's part is the names and an hour or so to join the first session. I will confirm the detail in writing.
- Dana WhitakerThat's fine by me. I can do the names this week, honestly. I know who they are.
- Tyler BrooksGood. Loop in Dana on anything that needs my time, and I'll back it. Let's keep it moving. Anything on renewal I need to know before I go?
- Jordan PikeShort version. The contract runs to 1 Feb 2027, and the renewal date is 2 Feb 2027. Nothing is due from you now. What I'd like is for us to use the next few months to make sure the renewal conversation is about what the brain did for you, with numbers from your own usage, rather than a surprise. What would make this a yes for you in the new year?
- Tyler BrooksMore people getting value, and Dana telling me it's saved her team time. That's it. If tenant retention is better because the property managers see problems earlier, I'll pay for that all day long.
- Dana WhitakerI can pull a few examples together, actually. There was a tenant last spring where we would have missed a service-contract issue had someone not searched for it. I'll write that down properly.
- Tyler BrooksLove that. Right, I have to run. Dana, you've got this. Thanks, everyone.
- Jordan PikeThanks, Tyler. Appreciate the time.
- Elena NovakThank you, Tyler. Goodbye.
- Dana WhitakerOkay. He's gone. That was probably the shortest and most useful conversation I've had with him in months.
- Jordan PikeHa. He's good at that. Okay, Elena, do you want to take us through the usage numbers properly?
- Elena NovakYes. I will share my screen. Dana, can you see the usage page?
- Dana WhitakerYes, I can see it. A bit small, but I can read it.
- Elena NovakLet me enlarge it. To confirm what this shows. Active users over the last thirty days average a little over seven. That is down somewhat compared with the previous quarter, so not a collapse, but the direction is not what we want. Questions asked have held up better than the number of users, which tells me the people who remain are asking more each.
- Dana WhitakerThat fits. A couple of the property managers moved on to other portfolios over the summer, and they were two of the regulars. I didn't think about it as a usage drop at the time.
- Elena NovakThat is a very reasonable explanation, and it is also a risk I would like to name. When a small group carries most of the questions, losing two people shows up immediately. Broader use protects you from that.
- Jordan PikeWhich is the point, really. We're not telling you you need more seats. You've got forty and you're nowhere near using them. If anything the headroom is a free option for you.
- Dana WhitakerI was going to say, I did wonder whether we should hand some licences back. You'd tell me if that made sense, wouldn't you?
- Jordan PikeI would, yes. My honest view is it's too early. The contract is the contract through to the end of the term, and I'd rather we fix adoption first and then look at what the right size is at renewal, using real numbers. If seven people are still the whole story in the new year, that's a different conversation, and I'll be the first to say so.
- Dana WhitakerFair enough. That's more honest than I expected, to be fair.
- Elena NovakShall we move to the ticket? There was one in the last thirty days, and it was marked high priority.
- Dana WhitakerYes, that was mine. We had a morning where the results looked behind and I was about to walk into a lease meeting with the wrong picture. I panicked a bit and marked it high.
- Elena NovakThat was a sensible thing to do. I looked at the timestamps this morning. The first response was inside what your Growth tier commits to, and it was resolved the same day. I would like to be clear that I am not defending the miss, because there was not one, but I do want to confirm that you were happy with how it was handled.
- Dana WhitakerYes. It was sorted quickly, and whoever replied explained what had happened without making me feel silly. So no complaints there. One ticket in a month is about right for us, I'd say.
- Elena NovakGood. I will note that in the follow-up. May I also ask whether the morning refresh has been reliable for you otherwise? You mentioned results looking behind.
- Dana WhitakerOtherwise, yes. I think that was a one off. If it becomes a pattern I'll shout.
- Jordan PikePlease do. And on the money side, just so it's on the record: nothing overdue, invoices match the order form. That part is clean.
- Dana WhitakerGood. Finance would have told me otherwise, believe me.
- Elena NovakThen let me propose the actions, and please correct me. The first: I will prepare a training session for the regional property managers, built on their own tenants, and propose two or three slots by end of this week.
- Dana WhitakerFine. Any afternoon is hard for me, so mornings, if you can. Central time.
- Elena NovakNoted, mornings, Central time. The second: Dana sends me the names of the regular users she wants in each region. The third: Dana collects a few real examples of the brain helping with a tenant or a service contract, so that we have a value case in your own words before the renewal conversation begins.
- Jordan PikeAnd mine. I'll come back to you and Tyler in the autumn with a simple one-page view of use and value, and we'll agree together what renewal should look like. No surprises, I promise.
- Dana WhitakerThat works. Can I ask one more thing? Is it normal for people to take this long to get going? I feel a bit embarrassed it's only a handful of us.
- Elena NovakIt is very common, and there is nothing to be embarrassed about. The accounts that do best are usually the ones where someone like you says plainly that adoption is the problem, and then does something small and regular about it. You are doing that.
- Dana WhitakerOkay. That helps, thank you.
- Jordan PikeAnything else from your side, Dana, before we let you get back to the wall of calls?
- Dana WhitakerNo, I think that's it. Send me the write-up and I'll get you the names tomorrow.
- Elena NovakI will make sure it reaches you today. Thank you both. Kind regards.
- Jordan PikeThanks, Dana. Thanks, Elena. Talk soon.
- Dana WhitakerBye, both.
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