Hartside Student Living / BG-Demo – Onboarding
Callcompleted
Hartside Student Living · 10 Jun 2026 14:15
Onboarding call on 10 Jun 2026. Bethany Cole wants one partner view of agreements, tickets and invoices to replace two days of spreadsheet work. The agreements folder needs an owner and Sana Rahman is the only admin.
What was said
What this says
As at Fri 9 Oct 2026Onboarding call on 10 Jun 2026. Bethany Cole wants one partner view of agreements, tickets and invoices to replace two days of spreadsheet work. The agreements folder needs an owner and Sana Rahman is the only admin.
What happened: Hamza Akhtar showed the CRM connector live and the helpdesk and accounting connectors still to come. The agreements folder mixes drafts and signed copies, so it needs one owner before it is connected.
Customer view: Bethany wants partners first. Her team spends days stitching together agreement status, student issues and invoicing for the university partner review.
Commercial: The dashboards builder, included in Growth, is the route to the per-university view. Usage is ahead of Sana's expectation, with partnership managers asking real questions unprompted.
Watch: Sana is the only admin, and a second admin from her reporting team is agreed in principle. The folder clean-up gates the dashboard target.
Themes
As at Fri 9 Oct 2026Theme
Onboarding and partner reporting
Importance
upsell
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- Bethany Cole to name an owner for the agreements folder by the end of the week.
- Sana Rahman to ask her analyst about becoming second admin.
- Hamza Akhtar to load and check the helpdesk connector, then send training dates.
Risks
As at Fri 9 Oct 2026- Sana Rahman is the only admin, so cover for absence is missing until a second admin is named.
- The agreements folder mixes drafts and signed copies and has no owner yet, which blocks the connector and the dashboard.
Opportunities
As at Fri 9 Oct 2026- A per-university dashboard built on the Growth dashboards builder would give Bethany Cole evidence of value for the partner review.
- Resident services under Zainab Ali is a further team that wants access once the helpdesk data is in.
Transcript
Hamza AkhtarHello, can you hear me all right? I've got the recording going, so you'll see the little banner.
Bethany ColeLoud and clear. Good afternoon, Hamza. Sorry, I'm just coming out of another call, give me one second to find the right window.
Sana RahmanAfternoon both. I'm here. I can see you, Hamza, but I think I'm on mute on the other tab, hang on. Right, that's better.- Hamza AkhtarNo problem at all. How's the week been? Nottingham looks properly grey on my weather app.
- Bethany ColeIt's chucking it down, honestly. But busy is good. We've got the next partner review coming up, so I'm hoping this call gets me a bit closer to being able to walk into that room with something solid.
- Hamza AkhtarThat's a good place to start, actually. What will the university ask you for, do you think? Because that tells me which connectors to put first.
- Bethany ColeWhat will the university ask? Always the same three things. Where are we on the nomination agreement, how many of their students have raised issues, and are we invoicing them correctly. Right now I pull those from three different places and it takes my team a good part of a day.
- Sana RahmanAnd a day is generous, Bethany. I'm the one who stitches the spreadsheet together, so I'd say it's nearer two once you count the chasing.
- Bethany ColeFair. Two days. Partners first, that's what I keep saying, and we can't do that if we're spending the week on spreadsheets.
- Hamza AkhtarRight, that's really clear. So let me share my screen and show you where we are. You should see the connector list. We've got the CRM connected and loading, and the helpdesk is in the queue.
- Sana RahmanYes, I see it. The CRM one has been green since last week. I checked it on Monday and the records looked about right, though I haven't compared them line by line.
- Hamza AkhtarGood, that's the sort of check I'd want you to do. Mm. And the nightly refresh is landing before seven, so you'll have it each morning on business days.
- Bethany ColeWhich is perfect, because Monday mornings are when I find out what went wrong over the weekend.
- Hamza AkhtarSo, what's left. The helpdesk, the accounting system, and then the nomination agreements, which I think live in a shared folder rather than a system. Is that right?
- Sana RahmanYes and no. Most of them are in SharePoint, but a few older ones are in a different folder that someone on the partnerships team set up years ago. I'd want to tidy that before we connect anything, otherwise we'll index duplicates.
- Bethany ColeThat would be my team, sorry. Some of those are drafts, some are signed. I couldn't tell you which without opening each one.
- Hamza AkhtarThat's really useful to know now rather than in a month. The signed copy always wins over a draft, so if we can agree one folder as the source of truth, I'll point the connector at that and nothing else.
- Sana RahmanOkay. So I'd need an owner for that clean-up. I can do the technical side, but somebody in partnerships has to say which version is final.
- Bethany ColeI'll take that. Or, no, wait, I'll ask one of my partnership managers to do it, and I'll own that it gets done. Is that all right? I don't want to promise a date I can't hit.
- Hamza AkhtarThat works. Let's say you name the person by the end of this week and we revisit on the next call. I'd rather it be slightly slow and right.
- Bethany ColeSlow and right. I like that. Go on.
- Hamza AkhtarNext, users. You're licensed for forty on Growth, and at the moment only a handful have logged in. Is that where you expected to be?
- Sana RahmanIt's higher than I thought, to be honest. A few of the partnership managers have been in and asking it questions without any prompting from me. One of them asked it to compare two universities' agreements and came back really pleased.
- Bethany ColeThat was me nudging, I admit. I told them to try it on a real question rather than a test one.
- Hamza AkhtarThat's the best way, honestly. People who ask real questions stick with it. The ones who only test it tend to drift off.
- Sana RahmanCan I ask about roles? I'm the only admin at the moment. If I'm off for a week, who looks after it?
- Hamza AkhtarGood question, and I'd push for a second admin. Even if they only do the basics, it means nothing stops when you're on holiday. Is there somebody in your reporting team?
- Sana RahmanThere's an analyst who sits next to me. I'd have to ask, but I think she'd be keen.
- Bethany ColeDo it. I'd rather we have two than find out the hard way.
- Hamza AkhtarBrilliant. I'll note that as an action for Sana. Now, a bit on how we'll roll this out to the resident services side, because I know Zainab's team wants in as well.
- Bethany ColeYes, Zainab is going to be a big user. Resident issues fixed before a university hears about them, that's the whole point for her team. If a university phones me about a leak and I've never heard of it, that's a bad day.
- Hamza AkhtarSo the helpdesk connector matters most for her. I'd suggest we get it live next, then schedule a training session for her and Sana, maybe later this month. Does that sound sensible?
- Sana RahmanYes. And I'd rather do the training after the helpdesk data is in, otherwise she'll be looking at an empty screen and losing interest.
- Hamza AkhtarAgreed. I'll aim to have it loaded and checked before then. I'll tell you if it slips, rather than let you find out on the day.
- Bethany ColeOne more thing, and then I'll let you go. When we get to the partner review, can we bring the numbers? A simple view per university, with agreements, tickets and invoices side by side. That's the thing I'd really like to show James.
- Hamza AkhtarThat's exactly what the dashboards builder is for, and it's included in Growth. I'd suggest we build one together once all three sources are in, so it's real data and not a mock-up.
- Bethany ColeLovely. Then that's my target. Sana, is that doable on your side?
- Sana RahmanIt should be. Subject to the folder clean-up, which I keep coming back to, sorry.
- Hamza AkhtarNo, it's the right thing to keep coming back to. So, to recap. Bethany names the owner for the agreements folder by the end of the week. Sana asks her analyst about being second admin. I get the helpdesk connector loaded and checked, then I'll send a note with dates for the training session.
- Bethany ColeThat's all of it, I think. Thanks, Hamza. Genuinely useful, I feel a lot clearer.
- Sana RahmanSame here. Speak soon.
- Hamza AkhtarCheers both. Have a good rest of the afternoon, and stay dry.
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