Clonvara Insurance Services / BB-Demo – Onboarding
Callcompleted
Clonvara Insurance Services: documents · 2025-11-25 10:00
Onboarding call on 25 Nov 2025. The helpdesk connector was authorised and loaded, and the customer was pleased to see the data together. Unattached tickets were mostly internal IT, so the load will be limited to the claims form.
What was said
What this says
Current to 11 Oct 26Onboarding call on 25 Nov 2025. The helpdesk connector was authorised and loaded, and the customer was pleased to see the data together. Unattached tickets were mostly internal IT, so the load will be limited to the claims form.
What happened: Aoife Tuohy created the helpdesk API token and Laura Penhaligon started the load during the call. Tickets arrived, and the earlier broker count gap was explained as records created after the export.
Customer view: Siobhán Dunne wants patterns across brokers: claims queries, resolution times and policy queries open alongside claims. She asked what happens when a requester is not in the CRM and accepted that the brain will list those tickets as unattached.
Commercial: This is early adoption work on the subscription, with two sources connected or close to it. Email and the call recorder come next, then nightly refresh checks.
Watch: The helpdesk is shared with IT, so noise has to be filtered by form name before any broker page is trusted.
Themes
Current to 9 Oct 26Theme
Helpdesk connector onboarding
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- Aoife Tuohy to send the claims form name so Laura Penhaligon can limit the connector and re-run the load.
- Laura Penhaligon to send Siobhán Dunne the call notes that afternoon.
- Laura Penhaligon to connect email and the call recorder, then begin nightly refresh checks.
Risks
Current to 9 Oct 26- Shared helpdesk with IT adds unattached internal tickets until the load is limited to the claims form.
- Group brokers sharing a domain could blur the ticket to broker join if contacts are missing from the CRM.
Opportunities
Current to 9 Oct 26- Broker-level patterns across claims and policy queries show value for the Growth subscription once email and call data are added.
Transcript
Laura Penhaligon NoneMorning both. Everyone here? Siobhán, I can see you but you're muted.
Siobhán Dunne NoneSorry, morning. I'm in, I'm in. Grand, so, where are we?
Aoife Tuohy NoneMorning. I'm here, camera off, there's a builder outside and I don't want to scare anyone.- Laura Penhaligon NoneHa, camera off is fine. Right, first, the answer on the numbers. The few brokers that were missing in the brain were records created after the export, as I thought. So the counts now agree, which is good.
- Siobhán Dunne NoneGrand. That was the thing that was bothering me. Right, helpdesk.
- Laura Penhaligon NoneHelpdesk. Aoife, you're the admin, so can you authorise the connector on your side? I'll talk you through where to click.
- Aoife Tuohy NoneYep. I'm in the admin settings. There's an apps section, and an API section.
- Laura Penhaligon NoneAPI. You want to create a token for a new user. Give it a clear name, something that says what it is, like the brain connection, so nobody deletes it in a tidy up.
- Aoife Tuohy NoneDone. Do I paste it somewhere?
- Laura Penhaligon NoneInto the password manager, and share it to me there. I'll put it into the connector. Don't read it out, please, we're being recorded.
- Aoife Tuohy NoneHa, yes, wouldn't dream of it. Shared.
- Laura Penhaligon NoneGot it. Starting the load now. While it runs, let's talk about what a claims ticket looks like in your helpdesk. Siobhán, what would you ask about them?
- Siobhán Dunne NoneMostly patterns. Which brokers raise the most claims queries, which ones take longest to resolve, and which have a policy query open at the same time as a claim. That one in particular, because it means the broker's unhappy.
- Laura Penhaligon NoneThat's a good question, and it needs the join. A ticket has to be tied to a broker, so how does the helpdesk know which broker a ticket belongs to?
- Aoife Tuohy NoneIt's the requester's email domain, mostly. We've got an organisation field too, but people don't fill it in.
- Siobhán Dunne NoneWhich means some brokers share a domain. Group brokers, the ones with three trading names. That'll be a mess.
- Laura Penhaligon NoneIt will, a bit. But we've got the broker code as the key now, so the join could go ticket to requester, requester to CRM contact, contact to broker code. The contact does the work, not the domain.
- Siobhán Dunne NoneThat's cleverer than I thought. Fine. But what happens if the requester isn't in the CRM at all?
- Laura Penhaligon NoneThen the ticket is loaded but unattached, and the brain will tell you so. It won't pretend. I'd rather have a list of unattached tickets than a wrong answer.
- Siobhán Dunne NoneThat's the answer I wanted. Grand.
- Aoife Tuohy NoneThe load's showing complete on my screen. Is that the same as yours?
- Laura Penhaligon NoneYes, tickets are in. Let me share. I'll filter on unattached first. There are quite a few, which I'd expect on a first pass. Mostly internal tickets, people at your own company raising IT problems.
- Aoife Tuohy NoneOh, those aren't claims. The helpdesk is shared with IT. Can we filter them out?
- Laura Penhaligon NoneYes, easily, if there's a field that separates them. Is there a form or a category?
- Aoife Tuohy NoneThere's a form name. Claims queries use one form, IT uses another. I'll send you the exact name.
- Laura Penhaligon NonePerfect. Then I'll limit the connector to that form and re-run. That should cut a lot of noise.
- Siobhán Dunne NoneCan I just say, it's the first time I've seen all of this together and I'm quite pleased. I'm not letting myself get carried away, mind.
- Laura Penhaligon NoneSensible. We've got two sources, and one to go before it's properly useful. Email and the call recorder next, and then we start checking nightly refreshes, so it stays fresh and doesn't just look fresh once.
- Aoife Tuohy NoneOn refresh, when does it run? I'd like it to finish before people arrive.
- Laura Penhaligon NoneOvernight, and it completes by 07:00 your local time on working days. If it's ever late, you'll see it, and so will we.
- Siobhán Dunne NoneGood. Right, I've another call starting. Laura, will you send me the notes?
- Laura Penhaligon NoneThis afternoon. Thanks both, speak next week.
Callsmade from