Fenmoor Specialty Underwriting / BB-Demo – Check In
Callcompleted
Fenmoor Specialty Underwriting: documents · 2024-10-11 14:15
Positive check-in a few months after go-live. Usage is spread but one analyst carries a lot. Callum Reid wants a monthly oversight pack and a claims reserves connector, and asked for written response times.
What was said
What this says
Current to 10 Oct 26Positive check-in a few months after go-live. Usage is spread but one analyst carries a lot. Callum Reid wants a monthly oversight pack and a claims reserves connector, and asked for written response times.
What happened: Daniel Okafor and Callum Reid reviewed adoption. Callum said underwriters now use the brain unprompted, and the 07:00 refresh has been on time.
Customer view: Callum asked for a walk-through built on real capacity-provider questions, and for a time on late-refresh notice: "I don't accept we're looking into it without a time."
Commercial: Growth has dashboards for the monthly oversight pack and spare connector room for the claims system. No contract change is needed, and the contract runs to 30 Jun 2025.
Watch: One analyst asks a large share of the questions, which is a key-person risk. The response-time promise and the saved-question request are open.
Themes
Current to 9 Oct 26Theme
Adoption and claims connector
Importance
upsell
Sentiment
positive
Voice
decision-maker
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Callum Reid sends three or four real capacity-provider questions the next day.
- Daniel Okafor sends the tier response times in writing this week and a walk-through date by the end of next week.
- Callum Reid asks his IT lead about read-only access to the claims reserves tables.
Risks
Current to 9 Oct 26- One analyst carries a large share of questions, so value depends on a single person.
- Daniel Okafor has promised written response times that Callum Reid will hold BB-Demo to.
- Underwriters retyping repeated questions is a product gap that BB-Demo cannot date.
Opportunities
Current to 9 Oct 26- A monthly oversight pack built on the Growth dashboards builder deepens use and shows value to the syndicates.
- A claims reserves connector would add depth inside the eight-connector allowance.
Transcript
Daniel Okafor NoneHello, Callum, thank you for making the time. It's just the two of us today, I think, is that right?
Callum Reid NoneJust me. Afternoon, Daniel. What I need out of this is a quick read on how we're doing and whether there's anything I should be doing differently. I've got about half an hour.- Daniel Okafor NoneThat's about what I'd planned. How is the team finding it, first of all? It's a few months since go-live now, so I'd like to hear it from you rather than just the usage charts.
- Callum Reid NoneHonestly, better than I expected. The underwriters use it for submission look-ups now without being nagged. A few of them actively prefer it to ringing my team.
- Daniel Okafor NoneThat's lovely to hear, and it matches what I see. Active users are up quite a lot on the previous quarter, and the number of questions people ask has gone the same way. The shape is what I like: it's not one enthusiast, it's spread across the team.
- Callum Reid NoneThere's one analyst who lives in it. She's asking things I wouldn't have thought to ask. But yes, others are catching up.
- Daniel Okafor NoneMm, and I'd keep an eye on that, just gently. If one person carries most of the questions, it's a risk when she's on holiday. The more the others pick up, the more resilient it is. Do you have a sense of why some people haven't started?
- Callum Reid NoneHabit, mainly. They have their own spreadsheets. Once they've been caught out once by a stale spreadsheet they come round.
- Daniel Okafor NoneThat's a fair way of putting it. We're licensed for forty users and you're a long way inside that, so there's no pressure on numbers. If it would help, I can do a short walk-through for the stragglers, thirty minutes, built around the questions your capacity providers actually ask.
- Callum Reid NoneDo that. But it has to be real questions, not a feature tour. Marine cargo accumulations, professional indemnity claims by binder. That kind of thing.
- Daniel Okafor NoneEntirely agree. If you send me three or four of the real ones, anonymised however you like, I'll build the session around them. I'll come back to you by the end of next week with a date for it.
- Callum Reid NoneI'll send them tomorrow. What else do you have?
- Daniel Okafor NoneLet me check the other side of it. Nothing at all on the support side in the last month, no tickets, which is a good sign, though I never take silence for granted. Is anything bugging people that they just haven't reported?
- Callum Reid NoneNot that I've heard. The 07:00 refresh has been on time. That's all I look at, really. If it's there at 07:00 I'm happy.
- Daniel Okafor NoneGood, and I can see it's been landing on time on my side too, so that fits. If it ever isn't, I want you to hear from us first, not find out from a phone call.
- Callum Reid NoneI'd take that. By when would I hear? If it's late, I mean.
- Daniel Okafor NoneThat depends on the support route, and I'd rather not guess a precise number in the middle of a call. I'll check what applies to your tier and write it down for you, so you've got it in black and white.
- Callum Reid NonePlease. I don't accept we're looking into it without a time.
- Daniel Okafor NoneFair enough, and I'd feel the same. Just to close the loop on that one, I'll send you the response times in writing this week.
- Callum Reid NoneGood. Now, something for you. The syndicates are asking for a monthly oversight pack. Same questions each month, same format. I'd like to build that out of the brain instead of by hand.
- Daniel Okafor NoneThat's a good use of it. You're on Growth, so you've got the dashboards builder, which is exactly what a repeatable pack wants. Who would build it on your side?
- Callum Reid NoneThe analyst, probably. With me signing it off. It's a capacity-provider question, so it has to be right.
- Daniel Okafor NoneThen I'd suggest we do the first one together, so she has seen it done once end to end. After that she can run it alone. Would you be happy with that?
- Callum Reid NoneYes. Within reason. I don't want it turning into a project.
- Daniel Okafor NoneNo, I'd keep it small. One dashboard, the handful of measures the syndicates always ask for, and a view you can export. If it turns out to need more connectors or something unusual, I'll tell you plainly, rather than bolting it on.
- Callum Reid NoneConnectors. We still have room, don't we? I've been thinking about adding the claims system properly, not just the tickets.
- Daniel Okafor NoneYou do have room. Growth carries eight and you're using a good few fewer than that. So there's space to add that one without anything changing on the contract. I'd want to understand what's in it first, so we know what it would give you that the tickets don't.
- Callum Reid NoneReserves, mainly. Paid versus outstanding by claim. The syndicates look at that all the time.
- Daniel Okafor NoneRight, that makes sense. Could you ask your IT lead what access would be possible, read-only and just the reserves tables if that's all we need? I'll get the implementation team to look at the mapping once we know.
- Callum Reid NoneI'll ask. He's out of the office until the middle of next week.
- Daniel Okafor NoneThat's fine, there's no rush on it. Anything else on the product, while I have you? Anything missing, anything clumsy?
- Callum Reid NoneSearch is quick. The only thing is the underwriters want to save a question and rerun it. They keep retyping the same ones.
- Daniel Okafor NoneI'll note that properly and pass it to the product team. I can't promise when, because that isn't mine to say, but I'll make sure it's written up with your example attached. And in the meantime a dashboard tile does much the same job for the questions you repeat most.
- Callum Reid NoneRight. That'll do for now.
- Daniel Okafor NoneLovely. Before we go, I'd just like to say how pleased I am with how it's gone. It's your team's doing, you've pushed it. And the contract runs to 30 Jun 2025, so there's a good way to go, but I'd like us to keep these check-ins regular so nothing sneaks up on either of us.
- Callum Reid NoneAgreed. Keep it short and send me what you've promised.
- Daniel Okafor NoneWill do. So, to recap: you send me the real questions tomorrow, I come back to you by the end of next week with a session date, I write up the response times this week, and you ask about access to the claims reserves. Is there anything you'd add?
- Callum Reid NoneNo, that's it. Thanks, Daniel.
- Daniel Okafor NoneThank you, Callum. Take care, and have a good weekend. Best wishes, Daniel.
- Callum Reid NoneCheers. Callum.
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