Hartside Student Living / BB-Demo – Training
Callcompleted
Hartside Student Living · 2026-06-25 10:45
Training call on 25 Jun 2026 for Zainab Ali and Sana Rahman. Zainab saw search, chat, pages and export and left with homework. Her team is partly sceptical and will start small.
What was said
What this says
Current to 13 Oct 26Training call on 25 Jun 2026 for Zainab Ali and Sana Rahman. Zainab saw search, chat, pages and export and left with homework. Her team is partly sceptical and will start small.
What happened: Hamza Akhtar walked Zainab through search, chat, pages and dashboards using her own helpdesk and agreement questions. A how-to ticket she raised was already answered, and the export route closed it.
Customer view: Zainab found the agreement clause she had never located and said the guide was less clear than the session. She will still click through to sources before telling a university anything.
Commercial: Sana is building ticket dashboards and will add Zainab as a viewer. There is room under the forty users, so adoption in resident services is headroom.
Watch: Some of Zainab's team are sceptical, so early real questions matter.
Themes
Current to 9 Oct 26Theme
Resident services adoption
Importance
praise
Sentiment
positive
Voice
user
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Zainab Ali to make one page from a real query this week and send Hamza Akhtar the link.
- Sana Rahman to add Zainab and her team as viewers and continue the ticket dashboard.
- Hollie to contact the customer about the first quarterly review.
Risks
Current to 9 Oct 26- Some of Zainab Ali's team are sceptical and could drift off if early answers disappoint.
- Answers are only as good as the loaded data, so a stalled connector would undermine trust.
Opportunities
Current to 9 Oct 26- Resident services is a new team on the Growth subscription, with spare room under the forty users.
- Pages and dashboards give Bethany Cole short briefing material for partner reviews.
Transcript
Hamza Akhtar NoneMorning, both. Can you see my screen? I've just shared the brain.
Zainab Ali NoneMorning. Yes, I can see it. Bit small, but I'll cope.
Sana Rahman NoneMorning. I'm in, sorry, I was finishing something. Zainab, I'll try and stay quiet and let you ask the questions, since you'll be the one using it day to day.- Hamza Akhtar NoneLovely. Now, before I go anywhere, tell me how you work at the moment. What does a normal morning look like for resident services?
- Zainab Ali NoneMostly the helpdesk queue, honestly. Residents report things, a lot of it is repairs and noise, and then universities ring about the ones that have escalated. I spend a lot of time searching for what's already been said and to whom.
- Hamza Akhtar NoneRight. So that's the thing we'll build the session around. Let me start with search, because it's the quickest win. I'll type a building name and see what comes back.
- Zainab Ali NoneGo on, try the one we had trouble with last month. The heating one.
- Hamza Akhtar NoneOkay, so I've put in the building and the word heating. You can see it's pulled tickets, a couple of email threads, and the line in the nomination agreement about maintenance response. All in one list.
- Zainab Ali NoneOh, that's the bit I'd never find. I didn't know the agreement said anything about that.
- Sana Rahman NoneIt's in a schedule at the back. Most people skip it. This is why we cleaned up the folder, so only the signed copies are in there.
- Hamza Akhtar NoneExactly. And if you click through, it takes you to the original, so you're never trusting a summary without being able to check it.
- Zainab Ali NoneCan I filter by university rather than building? Because they think in terms of their own students, not our blocks.
- Hamza Akhtar NoneYou can. There's a filter on the left. Have a go, I'll stop sharing control and you tell me where to click. Actually, I can't hand over control on this setup, so just talk me through it.
- Zainab Ali NoneOkay, so I'd want the filter on the university name, and then maybe a date range. Is it that dropdown at the top?
- Hamza Akhtar NoneThat's the one. I've picked the university. Now it's only showing items linked to that partner. Fewer results, much tidier.
- Zainab Ali NoneThat's nicer than what I've got now. Right, that would've saved me an hour on Monday.
- Hamza Akhtar NoneGood. Let's move on to chat, which is where most people end up spending their time. Instead of searching, you ask it a question in plain English and it answers from the same data.
- Sana Rahman NoneCan I just say, the phrasing matters. If you ask something vague it gives you something vague. I learned that the hard way in the first few weeks.
- Hamza Akhtar NoneYes, that's true. So, for example, I'll ask: which repairs for this university are open longer than the agreement allows? Watch what it does.
- Zainab Ali NoneMm. It's thinking. Oh, it's listing tickets. And it's got the clause underneath, so I can see the comparison.
- Hamza Akhtar NoneRight, and notice it tells you where it's got each piece from. If something looks wrong, you can open the source and check.
- Zainab Ali NoneCan it be wrong, though? Honestly. I don't want to tell a university something and then find out the answer was off.
- Hamza Akhtar NoneIt can be, if the underlying data is wrong or stale. It doesn't invent things out of nowhere, but it can only be as good as what's loaded. That's why the nightly refresh matters and why Sana keeps an eye on the connectors.
- Sana Rahman NoneI check them first thing. If one of them stops loading, I see it before anyone asks a question on old data.
- Zainab Ali NoneOkay. That's reassuring. I'll still click through before I say anything to a university, though.
- Hamza Akhtar NoneWhich is exactly the right instinct. Now, pages. These are the saved write-ups, so if you ask a good question and want to keep the answer, you can turn it into a page and share it with the team.
- Zainab Ali NoneLike a briefing note?
- Hamza Akhtar NoneExactly like a briefing note. Let me make one now from that repairs answer. There. It's got a title, the text, and the links to the sources. You could send that to Bethany before a partner review.
- Sana Rahman NoneShe would love that, by the way. She keeps asking for something she can read in five minutes.
- Zainab Ali NoneI'll make one for the university that rang last week. Can I edit it after?
- Hamza Akhtar NoneYou can. And if the data underneath changes, the page can be refreshed, so it doesn't go out of date quietly.
- Hamza Akhtar NoneOkay, I'll pause there for a second. Anything you want to go back over before I do dashboards?
- Zainab Ali NoneJust one thing. I raised a ticket last week with BB-Demo because I couldn't work out how to share a page with someone who isn't a user. Did that get answered?
- Hamza Akhtar NoneI saw it, yes, and the how-to answer came back quickly. The short version is that you can't share a live page with somebody outside, but you can export it. I'll show you where the export is, because it's easy to miss.
- Zainab Ali NoneRight, I did get the answer, I just hadn't tried it. Show me.
- Hamza Akhtar NoneIt's under the three dots at the top right of the page. Export, and then you choose the format. It keeps the source links in the footnotes.
- Zainab Ali NonePerfect. That solves it. I'll stop worrying about it.
- Hamza Akhtar NoneDashboards, then. This is the bit Sana is going to have more fun with than you, Zainab, but I want you to see what's possible so you can ask for things.
- Sana Rahman NoneI've built a couple already. One's a table of open tickets by university, with the age of each one. It's rough, but people have been looking at it.
- Zainab Ali NoneThat's the one I want on my screen first thing. Can I see it?
- Sana Rahman NoneYes, I'll add you as a viewer after this call. You won't be able to break it, which is the main thing.
- Hamza Akhtar NoneGood plan. And later, when more of the team is on, you can decide who gets to edit and who just views. You've got room, forty users in total, so there's no pressure to be stingy.
- Zainab Ali NoneI'll probably start with my own team and see how it goes. A couple of them are sceptical, to be fair.
- Hamza Akhtar NoneThat's sensible. Sceptics come round when they see it answer something they actually needed. Give them a real question, not a demo one.
- Sana Rahman NoneThat's what we did with the partnerships team, and it worked. Bethany's lot have been in far more than I expected.
- Hamza Akhtar NoneRight, let me wrap up what I'd suggest as homework. Zainab, make one page from a real query this week and send me the link so I can sanity check it. Sana, add Zainab and her team as viewers, and keep going on the ticket dashboard.
- Zainab Ali NoneFine. I'll do that for the university that rang. And thanks, this has been much clearer than the written guide.
- Sana Rahman NoneAgreed. Thanks, Hamza.
- Hamza Akhtar NoneMy pleasure. Hollie will be in touch about the first quarterly review, so you'll hear from her soon. Speak soon, both.
- Zainab Ali NoneBye, thanks again.
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