Hartside Student Living / BB-Demo – Onboarding
Callcompleted
Hartside Student Living · 2026-05-27 15:00
Onboarding catch-up on 27 May 2026: only two or three of forty Growth seats log in weekly, and the helpdesk and accounting connectors wait on Hartside's IT and finance teams. An overdue invoice was also raised.
What was said
What this says
Current to 13 Oct 26Onboarding catch-up on 27 May 2026: only two or three of forty Growth seats log in weekly, and the helpdesk and accounting connectors wait on Hartside's IT and finance teams. An overdue invoice was also raised.
What happened: Hamza Akhtar said onboarding was behind plan. Of forty Growth seats, only two or three people log in weekly, and one of those is Sana Rahman doing setup.
Customer view: Bethany Cole wants the partnerships team using the brain and worried about what the university would ask. She accepted she had not yet spoken to the finance director.
Commercial: Only the CRM connector is loading. The helpdesk is waiting on IT and the accounting system on finance, and one invoice is showing as overdue on BB-Demo's side.
Watch: Bethany said she would rather hear it from Hamza than from Hollie in a few months, which signals a renewal sensitivity if adoption stays low. The first use case is Nottingham, with two partnerships staff to be nominated.
Themes
Current to 9 Oct 26Theme
Onboarding adoption and connectors
Importance
complaint
Sentiment
mixed
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Hamza Akhtar sends the one-page read-only access summary to Bethany Cole on the day of the call.
- Bethany Cole speaks to the finance director about connector access and the overdue invoice this week.
- Sana Rahman chases IT for the helpdesk credentials, then the team speaks again next week.
Risks
Current to 9 Oct 26- Only two or three of forty Growth seats are active, so the brain has no visible value story for the university partner review.
- The helpdesk and accounting connectors are stuck in IT and finance queues because nobody has explained their purpose.
- An overdue invoice could become a wider issue if not resolved with the connector access request.
Opportunities
Current to 9 Oct 26- A working Nottingham view for the partner review could prove value and bring the partnerships team in.
- Two nominated partnerships users and the dashboards builder give room to grow use across the eight cities.
Transcript
Hamza Akhtar NoneHello, afternoon both. Can you hear me all right?
Sana Rahman NoneAfternoon, yes, loud and clear. Bethany's just getting her camera going.
Bethany Cole NoneSorry, sorry, I've been back to back since lunch. Hi Hamza, hi Sana. I've got the next partner review tomorrow, so my head's half in that, I'm afraid.- Hamza Akhtar NoneNo problem at all. How's the week been otherwise?
- Bethany Cole NoneBusy. Warm, which the residents always take as a reason to lock themselves out. Sana?
- Sana Rahman NoneMonth-end reporting, so I've been living in spreadsheets. Which is rather the point of why we're here.
- Hamza Akhtar NoneHa, fair enough. Right, so this is the onboarding catch-up. I'll be straight with you: I think we're a bit behind where I'd hoped we'd be by now. Is that how it looks from your side?
- Bethany Cole NoneHonestly, yes. I thought we'd have people in there asking questions by now. What will the university ask me tomorrow if I say we've got a brain and nobody's using it?
- Hamza Akhtar NoneUnderstood. Let me say what I'm seeing, and you tell me where I'm wrong. Of the forty seats on the Growth licence, it's really only two or three people logging in on a normal week. And I think one of those is Sana, mostly doing the setup.
- Sana Rahman NoneMostly me, yes. I've been poking about, checking what's been indexed and what hasn't. I haven't wanted to invite the team in until I trust what they'll see.
- Bethany Cole NoneWhich is sensible, I'm not criticising. But partners first, Sana, and the partnerships team are the ones who need this. They're still doing it by hand, three tabs open, nomination agreement in one, tickets in another, invoices in a third.
- Hamza Akhtar NoneThat's exactly the thing we built it to stop. So, where are we on connectors? I'd like to go through what's connected and what's waiting.
- Sana Rahman NoneThe CRM is connected and loading. The helpdesk, I've got the credentials request with our IT team but it's sat there for a while. And the accounting system, that's with finance, and I haven't had an answer.
- Hamza Akhtar NoneOkay. Mm. So the helpdesk is waiting on IT and the accounting system is waiting on finance. Is it a no, or is it just a queue?
- Sana Rahman NoneA queue, I think. Nobody's said no. They just don't know what it's for, because I don't think anyone has told them properly.
- Bethany Cole NoneThat's on me. I said I'd talk to our finance director and I haven't. I'll do it this week, I promise. Can you give me something short I can forward, Hamza? One paragraph, what it reads, what it doesn't touch.
- Hamza Akhtar NoneAbsolutely. I'll send a one-pager today, read-only access, runs inside your own Snowflake account, nothing leaves it. That tends to settle people.
- Bethany Cole NonePerfect. Because on the finance side, while we're there, I know there's an invoice query floating about as well.
- Hamza Akhtar NoneYes, I wasn't going to push it, but there's one invoice showing as overdue on our side. I'm not in billing, so I can't tell you more than that. Hollie or Lewis would be the people for the detail.
- Bethany Cole NoneRight. Well, that'll be the same conversation, then. I'd hate for that to become a thing. I'll raise both with finance together and come back to you.
- Sana Rahman NoneI can look at that too. If it's a purchase order issue I'd know who to ask.
- Hamza Akhtar NoneBrilliant, thank you. Now, the other thing I wanted to cover is who's going to own this day to day. Sana, you're the admin. Is that a role you want, or has it just landed on you?
- Sana Rahman NoneA bit of both, if I'm honest. I like it, but I've also got the regular reporting, and nobody has taken any of that off me.
- Bethany Cole NoneWhich I should have sorted. Okay. Let's say Sana owns the data and the setup, and I own getting the partnerships team in and using it. Is that a fair split?
- Hamza Akhtar NoneI think that's a very sensible split. And I'd suggest we don't try to do all eight cities at once. Pick one university, one nomination agreement, and make that work end to end.
- Bethany Cole NoneNottingham. It's closest to home, and it's the review I've got tomorrow, so there's a real reason to use it. Let's bring the numbers.
- Hamza Akhtar NoneNottingham it is. Sana, can you tell me what you can already see for that one, from the CRM alone?
- Sana Rahman NoneThe agreement terms, the contacts, the renewal dates. But not the tickets or the money, which is why it feels half-finished.
- Hamza Akhtar NoneExactly, and that's what the other two connectors fix. So the order of play is: finance and IT answers first, then I switch the connectors on, then we run the refresh overnight and look at it together.
- Bethany Cole NoneHow long once we've got the access?
- Hamza Akhtar NoneA day or two to load and check, depending on how much history there is. I don't want to promise more than that until I've seen the volume.
- Sana Rahman NoneShould I invite a few of the partnerships team now anyway? Even before the data is complete?
- Hamza Akhtar NoneI'd wait for Nottingham to look right, otherwise first impressions stick. But maybe two people, the ones who'll actually be at the review, so they feel included.
- Bethany Cole NoneYes. I'll nominate two tomorrow after the review. I don't want anyone feeling it's been dropped on them.
- Hamza Akhtar NoneGood. So, to recap. I send the one-pager today. Bethany speaks to finance about access and the overdue invoice. Sana chases IT for the helpdesk credentials. Then we speak again next week.
- Sana Rahman NoneThat works for me.
- Bethany Cole NoneSame. And Hamza, thank you for being straight about it. I'd rather hear it from you than from Hollie in a few months.
- Hamza Akhtar NoneOf course. We'll get there. Speak soon, both. Cheers.
- Bethany Cole NoneBest, Bethany. Bye now.
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