Hartside Student Living / BG-Demo – Onboarding
Callcompleted
Hartside Student Living · 22 May 2026 10:00
The helpdesk connector now loads tickets and comments, and Bethany Cole saw a first useful answer for one partner. She still cannot show leadership that £45k a year is working, and the accounting connector is not in place.
What was said
What this says
As at Fri 9 Oct 2026The helpdesk connector now loads tickets and comments, and Bethany Cole saw a first useful answer for one partner. She still cannot show leadership that £45k a year is working, and the accounting connector is not in place.
What happened: The permissions fix worked and helpdesk tickets now load with comments. Hamza Akhtar showed the test university's agreement beside its resident tickets, and Bethany asked the brain herself.
Customer view: She found an unresolved heating ticket she did not know about, which a university hears of before she does. She remains worried that only two people use it, and she cannot tell leadership it is working.
Commercial: Resident services thought the brain was a partnerships tool. A thirty-minute session for that team, run by Hollie, is planned. The overdue invoice is being paid after a purchase order delay at Hartside, and a second admin from partnerships operations has agreed.
Watch: Finance has not replied on accounting access. Without invoices the review will show agreements and tickets only.
Themes
As at Fri 9 Oct 2026Theme
Helpdesk live, adoption gap
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- Bethany Cole to book the resident services slot and raise accounting access with finance that afternoon.
- Sana Rahman to chase finance on access and send the second admin's details to Hamza Akhtar.
- Hamza Akhtar to prepare the grouped ticket view and brief Hollie.
Risks
As at Fri 9 Oct 2026- Only two people use the brain against forty licences, and Bethany Cole says she cannot show leadership it is working.
- Finance has not replied on accounting access, so invoices may be missing from the partner review.
- Resident services see the brain as a partnerships tool and may not engage.
Opportunities
As at Fri 9 Oct 2026- A thirty-minute resident services session showing their own tickets by building could widen use.
- Adding the accounting connector would combine agreements, issues and invoices for the partner review.
Transcript
Hamza AkhtarMorning both. Sana, you're on mute, I think. There we go.
Sana RahmanMorning, sorry. Always the way. Bethany's just coming, she's finishing something with a colleague.- Hamza AkhtarFine. Anything good planned for the weekend?
- Sana RahmanJust a long one. The bank holiday is coming up at the end of next week, so everyone's already half gone, to be honest.
Bethany ColeMorning, morning. Sorry, I'm here. Right, the partner review for the Nottingham university is coming round, so I'd like to hear what I can honestly put in front of them.- Hamza AkhtarGood, because there's some movement this time. Sana, do you want to say what happened with the permissions?
- Sana RahmanYes. Our IT colleague changed the role on the Tuesday after we spoke, and Hamza re-ran the load. It took a day or so, but the helpdesk tickets are coming through now, comments as well.
- Hamza AkhtarRight. And I can show you. Give me a second, I'll share.
- Hamza AkhtarSo this is the test university. On the left, the nomination agreement from the CRM. On the right, resident tickets for their buildings. If I ask the brain what's open and how long it's been open, it comes back with this list.
- Bethany ColeOh. Right. That's, yes, that's what I wanted to see. Can I ask it something myself?
- Hamza AkhtarOf course. Sana, can you give Bethany a way in or shall I type?
- Sana RahmanShe's got a login, she's just not used it much. Bethany, it's the same link as before.
- Bethany ColeCheeky. Okay. Give me a minute.
- Bethany ColeRight, that's useful. It's told me the oldest unresolved ticket for that university is about heating in one of the buildings. And I did not know that. That's exactly the thing a university hears about before I do, and I hate that.
- Hamza AkhtarThat's the use. You find out first, and you can call them before they call you.
- Bethany ColeMm. But, and I'll be honest because I'd rather say it, I'm still worried about the rest of the picture. We're paying forty-five thousand a year and it's the two of us in here. I can't take that to our leadership team and say this is working.
- Hamza AkhtarI understand. I'd say it's working for one partner now, which it wasn't a fortnight ago, but you're right that it's not working for the company. We've got forty licensed users and nowhere near that using it. That's the gap.
- Sana RahmanCan I add something? When I talked to the resident services team, what they said was they didn't know it was for them. They thought it was a partnerships thing.
- Bethany ColeHm. That's fair, and that's partly my fault. I pitched it as a partnerships tool because that's where I sit.
- Hamza AkhtarIt's an easy trap. So here's what I'd suggest. Now the helpdesk is in, resident services have a reason to look. A short session for that team, showing them their own tickets in the brain, grouped by building. Hollie can run it. Not a big training day, just thirty minutes of something they recognise.
- Bethany ColeThirty minutes I can get. I'll find a slot in their team meeting.
- Sana RahmanWhat about accounting? I sent the note to our finance team after the last call. I've not had a reply.
- Bethany ColeI've actually got a conversation with finance this afternoon, so I'll mention it. And the overdue invoice is going through, by the way. They said it's being paid, it was stuck on a purchase order approval on our side.
- Hamza AkhtarGood to hear, thank you. I'll let Lewis and Hollie know so it's not still showing as chased. Right, so without the accounting connector you can't see invoices next to the agreements, which was part of what you bought it for.
- Bethany ColeI know. It's the invoices that'll make the review properly work. Agreement, issues, money, all together. That's the whole pitch. I'd really like it before the review.
- Hamza AkhtarLet's try. If finance gives Sana the access in the next few days, I can set it up quickly. If they don't, we go to the review with agreements and tickets, and say invoices are coming.
- Sana RahmanThat's honest at least. I'd prefer to say that than pretend.
- Bethany ColeYes. Never overstate it. Okay. Second admin, by the way. I've asked someone in partnerships operations, and she's said yes. I'll send her details.
- Hamza AkhtarBrilliant, that takes a worry off the list. Let me recap. Bethany, you book the resident services slot and speak to finance this afternoon. Sana, you chase finance on the access, and send me the second admin's details with Bethany. I'll prepare the grouped ticket view for the session and tell Hollie.
- Bethany ColeAnd we speak again after the review, so I can tell you how it landed.
- Hamza AkhtarYes, I'll put something in. Thanks both, and have a good weekend.
- Sana RahmanThanks, Hamza. Bye all.
- Bethany ColeBye, speak soon.
Callsmade from