Fenmoor Specialty Underwriting / BB-Demo – Kickoff
Callcompleted
Fenmoor Specialty Underwriting: documents · 2024-07-09 09:15
Kickoff for Fenmoor's brain implementation. Callum Reid wants dates, owners and a 07:00 refresh. He raised the underwriting submissions system, which may not be a connector in the order form. Daniel Okafor is to confirm by Friday.
What was said
What this says
Current to 11 Oct 26Kickoff for Fenmoor's brain implementation. Callum Reid wants dates, owners and a 07:00 refresh. He raised the underwriting submissions system, which may not be a connector in the order form. Daniel Okafor is to confirm by Friday.
What happened: Callie Brennan walked Callum Reid through sources, access owners, field mapping and the first refresh. Callum attended alone and said he needs to know what happens, in what order and by when.
Customer view: Callum called the submissions system the one that matters most. If it is not in scope, he said the view will not answer the capacity provider questions.
Commercial: Daniel Okafor said the submissions data was described as coming through the mailboxes and the CRM, not as a direct connection. He will check this with the colleague who agreed the scope and come back by Friday.
Watch: Mail permissions from IT are the likely delay. Callum also warned that underwriters will judge the brain on first use and may not return if it is wrong.
Themes
Current to 9 Oct 26Theme
Implementation kickoff and scope
Importance
neutral
Sentiment
neutral
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Daniel Okafor confirms with the colleague who agreed the scope whether the submissions system is in the order form, and replies to Callum by Friday.
- Callie Brennan sends Callum the IT note listing the mailboxes the same day.
- Callum sends the broker list by Monday and names two admins.
Risks
Current to 9 Oct 26- The submissions system, which Callum calls the most important source, may not be a connector in the order form.
- Mail permissions from IT could slip and delay the first refresh.
- Underwriters will drop the brain if the first answers are wrong.
Opportunities
Current to 9 Oct 26- A pilot group can widen to the full licence of forty users once the sample check passes.
- Replacing a week of manual capacity provider reporting is a clear value story.
Transcript
Daniel Okafor NoneMorning, Callum. Thank you for making the time. Is it just you joining us today, or is anyone from your team coming in?
Callum Reid NoneJust me for now. One of the underwriters may drop in later. Bit of a mad morning, a binder renewal is eating half the floor.
Callie Brennan NoneMorning, both. Sorry, I'm a minute behind, my headset wanted to update itself. Can you both hear me?- Callum Reid NoneLoud and clear.
- Daniel Okafor NoneLovely. Callum, this is Callie, who'll be running your implementation. Callie, Callum is who we've been talking to about the oversight questions from capacity providers.
- Callum Reid NoneRight. Good to meet you. What I need out of today is simple – I need to know what happens, in what order, and by when. I've told the syndicates the brain is coming.
- Callie Brennan NoneThat's exactly the right way to start. So, the plan for the next hour. First, we walk through the sources we're connecting and who holds the access. Second, field mapping – what your world calls things against what ours does. Third, what the first refresh will look like and when it lands. And last, owners – who on your side does what, and who I speak to when something's stuck.
- Callum Reid NoneFine. By when is the first refresh?
- Callie Brennan NoneI'll get to a date by the end of this call, and I'll only give you one I can stand behind. Let me take the sources first so we can see what's in the way.
- Daniel Okafor NoneAnd just for context, Callum, so we're all on the same page – the contract started on 1 Jul 2024, so you're only a short way in. The initial term runs to 30 Jun 2025. So there's a good run at getting this right and showing the value well before anyone talks about renewal.
- Callum Reid NoneUnderstood. I'd rather get it right than quick, but I'd like quick as well.
- Callie Brennan NoneHa – fair. So, sources. From the order form, the ones we've agreed are your CRM, the helpdesk where the claims tickets and bordereaux queries come in, the call recorder, and the mail. Is that still your understanding?
- Callum Reid NoneMostly. The CRM is where broker activity is logged. Submissions come in by email, then get keyed into a separate underwriting system. Claims tickets sit in the helpdesk. I'd say the submissions system is the one that matters most, honestly. Is that on your list?
- Callie Brennan NoneLet me check that rather than say it's fine. Daniel, is the submissions system one of the connectors in the order form, or is that something we'd treat separately?
- Daniel Okafor NoneI have the order form open. The submissions data was in the scope Priya agreed with you, but it was described as coming through the mailboxes and the CRM, rather than as a direct connection to the underwriting system itself. So I'd want to be careful, Callum. Let me close the loop with Priya on that and come back to you by Friday.
- Callum Reid NoneFriday. That's three days. Fine. But I need to know, because if it's not in, the view won't answer the capacity provider questions.
- Callie Brennan NoneAgreed, and I'd rather we find that out now than at the first refresh. So I'll plan on the three that are clearly in – CRM, helpdesk, call recorder – and the mail, and hold a slot open for the fifth if Daniel confirms.
- Callum Reid NoneGo on.
- Callie Brennan NoneWhat I need from your side is access, in writing, for each one. I never start a connector without it. So for the CRM, an admin who can create an integration user. For the helpdesk, the same. For the call recorder, someone who can authorise the connection. And for mail, someone in IT who can approve the permissions for the mailboxes we're allowed to read.
- Callum Reid NoneThe CRM and helpdesk I can sort. Mail will be IT. A colleague in IT, I'll have to ask nicely.
- Callie Brennan NoneThat's the long pole, I think. Mail permissions usually take the most back and forth. So let's ask for that first. I'll send a short note you can forward, with exactly what we're asking for and why, and which mailboxes.
- Callum Reid NoneWhich mailboxes. I'll want that narrow. I don't want underwriters thinking we're reading everything.
- Daniel Okafor NoneThat's a very sensible instinct, and one we'd want too. Just the shared submissions and broker mailboxes, nothing personal. Callie can list them and you can strike any you're not comfortable with.
- Callum Reid NoneGood. Do that.
- Callie Brennan NoneWill do. Now, where does all of this land? It builds inside your Snowflake account, so someone needs to give us a space there. Who looks after Snowflake for you?
- Callum Reid NoneThat's a colleague in our data team. Small team. I can introduce you.
- Callie Brennan NonePlease do. What I need from them is a database and a role we can work under, with a clear boundary. And ideally an admin on your side who can run things on their own afterwards – that's my aim by the end, that you don't need me.
- Callum Reid NoneAdmin. Probably me and one of the senior underwriters. Let me think. I'd rather not make it only me.
- Daniel Okafor NoneTwo is a good number there. If it's just one person and they're away or move on, you're stuck. I've seen that before and it's never fun.
- Callum Reid NoneTwo, then. I'll nominate.
- Callie Brennan NoneBrilliant. Moving on to mapping. This is where I'll lean on you most. Your submissions have fields like insured, syndicate, line of business, inception, limit. Your bordereaux have premium, period, binder reference. The CRM has broker, owner, activity. The brain needs to know that a broker in the CRM is the same as the broker on a submission.
- Callum Reid NoneThey're not always spelt the same. Different brokers, same firm, three variations. That's the first thing that'll cause you trouble.
- Callie Brennan NoneGood, that's exactly the sort of thing I want to know now. So I'll ask for a list of the brokers you actually trade with, even a rough one, and we match against that.
- Callum Reid NoneI can pull that. By Monday.
- Callie Brennan NoneThat's perfect. And the same for syndicates. Capacity providers. I want to make sure the names are right because that's what the oversight questions are about.
- Callum Reid NoneThat's a capacity-provider question, yes. They ask the same things every quarter. Which binders have outstanding queries, which bordereaux are late, what claims are open. We've been pulling it by hand across four or five systems. It takes my team most of a week.
- Daniel Okafor NoneAnd that's what we want to give you back, Callum. How is the team finding the idea of asking the brain, rather than building it by hand each time? Is there any scepticism on the floor?
- Callum Reid NoneSome. Underwriters are protective of their own spreadsheets. They'll try it once and judge it. If it's wrong the first time, they won't come back.
- Callie Brennan NoneThen the first refresh matters a lot, and I don't want to rush it. Before we switch on the refresh, I want your team to check a sample against something they trust. A handful of submissions, a handful of bordereaux lines. If it maps cleanly, we go. If not, we fix it first.
- Callum Reid NoneThat I like. Who does the checking?
- Callie Brennan NoneSomeone who knows the data but isn't precious about it. Ideally an underwriting assistant, or whoever reconciles the bordereaux day to day.
- Callum Reid NoneThat'd be one of my operations people. I'll ask her. She's meticulous.
- Callie Brennan NonePerfect. So that's the owner for checking. Let me write these down as we go – access owners, Snowflake contact, two admins, broker list, checker. Callum, you're the sponsor and the escalation.
- Callum Reid NoneYes. Escalation, me. Budget isn't mine, but delivery is.
- Daniel Okafor NoneAnd I'm the other end of that, Callum. If something's going sideways and you'd rather not take it to Callie, you come to me. Day to day it's Callie, and I'm keeping an eye on how it's going.
- Callum Reid NoneUnderstood.
- Callie Brennan NoneRight. The dashboards. You said something earlier about what matters at the start of the day.
- Callum Reid NoneYes. Seven o'clock. Dashboards need to be right at 07:00. People open them first thing, and if last night's data isn't there, they'll go straight back to their spreadsheets.
- Callie Brennan NoneThat's the nightly refresh. It's meant to be complete by 07:00 your time on business days. I'll set the schedule so the heavy loads run early, and I'll monitor the first couple of weeks closely. If a source is late, I want to know before you do.
- Callum Reid NoneI'd like that in writing. Not as a promise, as how it works.
- Daniel Okafor NoneI'll include it in the setup note, Callum. It's a commitment on every tier and it's in your order form, so I'm happy to make that visible.
- Callum Reid NoneGood. Next. Users. How many am I allowed to bring on?
- Daniel Okafor NoneThe licence is for forty users. We'd normally recommend starting smaller, a pilot group who'll ask real questions and tell us honestly if the answers are wrong, then widening.
- Callum Reid NonePilot group. Say my own team and a couple of underwriters. Then the rest once I'm happy.
- Callie Brennan NoneThat works well. And I'd like to train that pilot group myself, so their first experience is with the person who built the mapping.
- Callum Reid NoneWhen?
- Callie Brennan NoneAfter the sample check and before the wider rollout. I'll put a date against it once the access has arrived. I'd rather say that than guess.
- Callum Reid NoneThen we're back to the access. What's the critical path?
- Callie Brennan NoneIn order. Mail permissions from IT. CRM and helpdesk admin from you. Snowflake space from your data team. Then I connect, map, and run a test load for the sample check. Mail is the one that can slip, which is why I want it asked for this week.
- Callum Reid NoneThis week. I'll ask IT today. Send me the note.
- Callie Brennan NoneYou'll have it before lunch. With the mailbox list and a plain explanation.
- Daniel Okafor NoneCallum, just so we're clear on who sends what. I'll come back to you by Friday on the submissions system question. Callie sends the note for IT today. You send us the broker list by Monday and the two admin names when you've decided.
- Callum Reid NoneThat's all. Good. It's clearer than most of these.
- Callie Brennan NoneAnd after the first refresh lands, I'll send a setup note with everything we've agreed, so it doesn't live only in my head or yours.
- Callum Reid NoneYes. I'll want that. Anything else?
- Daniel Okafor NoneOnly that we'll find a short slot in a couple of weeks for the three of us, to see how it's going. Nothing heavy. Just so nothing goes quiet.
- Callum Reid NoneFine. Send an invite.
- Callie Brennan NoneWill do. Thanks, Callum. Speak soon.
- Daniel Okafor NoneThank you again for your time. Best wishes.
- Callum Reid NoneThanks. Bye.
Callsmade from