Clonvara Insurance Services / BB-Demo – Kickoff
Callcompleted
Clonvara Insurance Services: documents · 2025-11-05 08:45
Kickoff for Clonvara's Growth brain with Siobhán Dunne. She wants broker activity, policy queries and claims tickets in one view, wants a controlled start, and said she does not commit budget.
What was said
What this says
Current to 11 Oct 26Kickoff for Clonvara's Growth brain with Siobhán Dunne. She wants broker activity, policy queries and claims tickets in one view, wants a controlled start, and said she does not commit budget.
What happened: Amara Obi and Laura Penhaligon met Siobhán Dunne, Head of Data and Analytics. Siobhán described success as one page showing a broker's whole picture without a spreadsheet rebuild.
Customer view: She wants a smaller starting group, a steady pace given year end, and security sign-off before access. She was candid that there is no tidy data model underneath, and the shared mailbox for policy queries is the messy source.
Commercial: Amara confirmed Growth, forty users and an annual subscription of forty-one thousand eight hundred pounds. Siobhán said she does not commit budget and that money changes go to someone else.
Watch: No date was promised for first visible results. The budget holder was not on the call.
Themes
Current to 9 Oct 26Theme
Growth kickoff and data sources
Importance
neutral
Sentiment
positive
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Siobhán Dunne to send named owners per source and start the security conversation.
- Laura Penhaligon to send a written plan once access is clear, starting with the CRM and helpdesk.
- Amara Obi to book a first check-in.
Risks
Current to 9 Oct 26- Siobhán does not commit budget, so commercial changes need a decision-maker BB-Demo has not met on this call.
- Policy queries sit partly in an unmanaged shared mailbox and the underlying data model is untidy, which may slow the build.
- Security sign-off on access and a stretched year-end team could delay the first visible results.
Opportunities
Current to 9 Oct 26- Eventual use of most of the forty Growth seats would show adoption and support later expansion.
- A small early group giving honest feedback can build a value case for the wider team.
- Making the helpdesk versus mailbox gap visible gives the brain a clear early win.
Transcript
Amara Obi NoneGood morning, Siobhán, and welcome. Can you hear us properly?
Siobhán Dunne NoneGood morning, Amara. Loud and clear. Grand, so, are we waiting on anyone else or is this the three of us?- Amara Obi NoneJust the three of us. Laura is here with me. Laura, do say hello.
Laura Penhaligon NoneHello Siobhán, lovely to meet you properly. I'm the implementation consultant, so I'll be the one with my hands in the connectors over the coming weeks.- Siobhán Dunne NoneBrilliant. It is a bit early on a Wednesday for me, so forgive me if the coffee has not fully landed.
- Amara Obi NoneHa, no problem. Let me introduce myself properly. I'm Amara, I'm your customer success manager, so after go-live I'm the person who looks after adoption and the quarterly reviews. I'd like to start with a question, if that's all right. What does good look like for you this quarter?
- Siobhán Dunne NoneGood question. Honestly, good is seeing broker activity, policy queries and claims tickets together without anyone rebuilding it by hand in a spreadsheet. If one of my team can open one page and see a broker's whole picture, I will be delighted.
- Amara Obi NoneThat's very clear, thank you. And just so we're anchored, you're on Growth, forty users, the annual subscription is forty-one thousand eight hundred pounds, and the implementation sits alongside that.
- Siobhán Dunne NoneThat matches my understanding. I will say now, though, that I do not commit budget. If anything changes the money, that goes to someone else on our side, so please tell me early and I will take it up.
- Amara Obi NoneCompletely understood. We'll flag anything commercial to you first and keep it separate from the technical work.
- Laura Penhaligon NoneIf it's useful, I can sketch how the next few weeks run, and you stop me where it doesn't fit how your team works.
- Siobhán Dunne NonePlease do.
- Laura Penhaligon NoneSo the brain gets built inside your own Snowflake account. That's the first thing to settle: who on your side can give us the access we need to set it up there, and who signs that off.
- Siobhán Dunne NoneThat would be me and my data engineer between us, but anything touching access needs our security people to nod. Let's keep the brokers front and centre, but I will not skip the controls. We have to be able to show the regulator that this is controlled.
- Laura Penhaligon NoneOf course. Then we plan for it. I'd rather have the security conversation in week one than discover it in week five.
- Amara Obi NoneWho else should have access, by the way? Not necessarily on day one, but who do you picture using it?
- Siobhán Dunne NoneUnderwriting, claims handlers, the broker relationship team. Eventually most of the forty seats will be used, but I would start with a smaller group who will actually tell us what is wrong with it.
- Amara Obi NoneThat's a sensible way to do it. A small group that gives honest feedback tends to beat a big launch nobody owns.
- Laura Penhaligon NoneOn sources, then. From what I have, the three you care about are broker activity, policy queries and claims tickets. Can you tell me where each of those lives today?
- Siobhán Dunne NoneBroker activity sits in our CRM. Claims tickets are in the helpdesk. Policy queries is the messy one. Some are in the helpdesk, some arrive by email and some are in a shared mailbox that three people watch.
- Laura Penhaligon NoneRight. And what is the source of truth when the helpdesk and the mailbox disagree?
- Siobhán Dunne NoneHa, that is exactly my line. The honest answer is the helpdesk is meant to be, and the mailbox is where people cheat. I would like the brain to make that visible rather than hide it.
- Laura Penhaligon NoneThat's useful to know up front. I'll connect the CRM and the helpdesk first because they're clean, and we treat the mailbox as a second step once we understand how much of it is genuinely not in the helpdesk.
- Siobhán Dunne NoneYes. Good. I do not want to overstate what we have built on our side, by the way. Our data engineer has done good work, but there is no tidy model underneath all of this. Some of it is held together with good intentions.
- Amara Obi NoneThat's very normal, and it's helpful that you've said it. Nobody's grading you on it.
- Laura Penhaligon NoneOne thing I'd ask for is a named person for each source, someone who knows what the fields really mean, not just what they are called. When a number looks odd, I want to ask a human rather than guess.
- Siobhán Dunne NoneI can do that. I will send you names for the CRM and the helpdesk. The mailbox will be a conversation.
- Amara Obi NoneLet me capture that. Siobhán sends named owners per source. Laura starts with the CRM and the helpdesk. Is there anything on timing that worries you?
- Siobhán Dunne NoneYear end is coming and the team will be stretched. I would rather a steady pace than a sprint that nobody has time to test. What is the first thing my people will actually see, and when?
- Laura Penhaligon NoneFair. I'd say the first visible thing is the CRM and helpdesk loading, with a simple page per broker. I would not promise a date today, because it depends on how fast the access comes through, but I'll give you a proper plan in writing once I've seen the access picture.
- Siobhán Dunne NoneThat is the answer I wanted. Thank you for not guessing.
- Amara Obi NoneThen to close us out. Siobhán, you send named owners per source and start the security conversation with your people. Laura, you send the plan once access is clear. And I'll get a first check-in into the diary so we're not working in the dark. Anything I've missed?
- Siobhán Dunne NoneNo, that is the list. Thanks a million, both of you.
- Laura Penhaligon NoneSpeak soon, Siobhán.
- Amara Obi NoneThanks everyone. Bye for now.
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