Clonvara Insurance Services / BB-Demo – Onboarding
Callcompleted
Clonvara Insurance Services: documents · 2025-12-02 12:30
Onboarding call on 2 Dec 2025. Salesforce is in, Zendesk is missing broker references, Microsoft 365 is held back pending a mailbox inclusion list. Only about two people use the brain so far.
What was said
What this says
Current to 11 Oct 26Onboarding call on 2 Dec 2025. Salesforce is in, Zendesk is missing broker references, Microsoft 365 is held back pending a mailbox inclusion list. Only about two people use the brain so far.
What happened: Laura Penhaligon confirmed the Growth contract as she understood it and walked through connector status. Siobhán Dunne could not confirm the figure herself and deferred to Brendan, who keeps the folder.
Customer view: Aoife Tuohy is cautious about scope and wants broker-facing shared mailboxes only. Siobhán needs a list she can hand to a regulator, and chose the CRM as master for the broker reference.
Commercial: Usage is thin against forty licensed users, with the broker relationship team named first and operations possibly after. A training session for the broker team was requested through Amara.
Watch: The £41,800 figure was quoted on the call and not checked there against paper.
Themes
Current to 9 Oct 26Theme
Connector status and adoption
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- Aoife Tuohy to send the helpdesk field name so Laura Penhaligon can check the mapping and re-run the load.
- Aoife Tuohy to draft the shared broker mailbox inclusion list by the end of the week, then Laura Penhaligon to switch mailboxes on the following week.
- Laura Penhaligon to flag the broker team training request to Amara that day.
Risks
Current to 9 Oct 26- Only a couple of people use the brain against forty licensed seats, so value is not yet visible beyond the data team.
- Zendesk broker references are missing on many tickets until the field mapping is fixed and the load re-run.
- Mailbox connection depends on the customer writing the inclusion list, which could delay the email source.
Opportunities
Current to 9 Oct 26- The broker relationship team, then operations, are named as the next users, which would build adoption within Growth seats.
- A broker team training session was requested once mailboxes are in.
Transcript
Laura Penhaligon NoneHi both, can you hear me all right? I've got you on my screen but I can't tell if the sound is behaving.
Siobhán Dunne NoneLoud and clear, Laura. Hello. Aoife's just coming off another call, she should be with us in a second.
Aoife Tuohy NoneHere, sorry, sorry. Hi. I was on mute and then off mute and then on mute again.- Laura Penhaligon NoneNo bother at all. Grand, so thanks for making time at lunchtime, I know it's a bit awkward. The plan for today is simple. I want to walk through where the connectors are, agree who owns what on your side, and leave with a short list for the next couple of weeks. Does that sound right to you?
- Siobhán Dunne NoneGrand, so that's exactly it. And let's keep the brokers front and centre, because that's what this was bought for. Broker activity, policy queries and claims tickets in one place.
- Laura Penhaligon NoneYes, that's the brief I have. So the first thing is the contract, just so we're all on the same page. You're on Growth, forty licensed users, and the annual figure is £41,800. Nothing there has changed since signing?
- Siobhán Dunne NoneNot that I'm aware of. Brendan keeps the folder, so I'd defer to him, but that's the number I know.
- Laura Penhaligon NonePerfect. Aoife, can I start with you? Which systems have you got connected so far, and which are still waiting?
- Aoife Tuohy NoneSo, the CRM is in, that's Salesforce, and it loaded quickly. The claims tickets come out of Zendesk, and that one's connected but I'm not happy with it yet. The mailboxes, Microsoft 365, I've held off, because I wanted to be sure what we're pulling in before I switch it on.
- Laura Penhaligon NoneThat's sensible. What's making you unhappy with the Zendesk one?
- Aoife Tuohy NoneIt's more that I can't tell which fields are coming through. The ticket text is there, but the broker reference is missing on a lot of them. Is that something on our side, or the way you map it?
- Laura Penhaligon NoneMm. Could be either. Usually it's a custom field that wasn't exposed to the connector. If you can send me the field name as it appears in the helpdesk admin, I'll check the mapping and we can re-run it.
- Siobhán Dunne NoneAnd what's the source of truth for the broker reference? Is it the helpdesk or the CRM? Because if they disagree, I'd like to know which one wins before anyone builds a page on it.
- Laura Penhaligon NoneGood question. In most set-ups it's the CRM, and the helpdesk field is a copy. I'd suggest we treat the CRM as the master and the ticket field as a match key. But it's your call, really.
- Siobhán Dunne NoneCRM it is. Aoife, write that down somewhere.
- Aoife Tuohy NoneDone. I'll put it in the data notes page.
- Laura Penhaligon NoneLovely. Now, the mailboxes. Before you switch it on, tell me what worries you.
- Aoife Tuohy NoneMostly scope. I don't want the whole company's inboxes going in. Some of those are underwriting conversations, some are HR, and I'd rather start with the broker-facing shared mailboxes only.
- Siobhán Dunne NoneAnd from the regulator question side, if someone from the regulator asked, how would I show which mailboxes are in and which are out? That needs to be a list I can hand over, not something I reconstruct.
- Laura Penhaligon NoneRight, so that's an inclusion list, and it's visible in the admin settings. You can export it. I'd say we agree the list on this call, you put it in writing, and I configure only what's on it.
- Siobhán Dunne NoneThat works. Aoife, can you draft it? Shared broker mailboxes only for now.
- Aoife Tuohy NoneYeah. I can have it to you by the end of the week, Laura. Is that okay?
- Laura Penhaligon NoneThat's fine. Then I'll switch it on the following week, and we'll look at what comes in together before anyone else sees it.
- Siobhán Dunne NoneWhich brings me to users. At the moment it's really me and Aoife and the odd person I've shown it to. A couple of us, honestly. I don't want to overstate it.
- Laura Penhaligon NoneThat's completely normal at this stage, and it's honest, which helps. You've got forty seats, so there's plenty of room. The question is who comes next and what they'd ask it.
- Siobhán Dunne NoneThe broker relationship team first. They're the ones who'd get the most from seeing policy queries next to claims. Then maybe operations.
- Aoife Tuohy NoneCan I ask something about the refresh? When does the data update? Because if the broker team are looking at it in the morning, I'd like to know it's current.
- Laura Penhaligon NoneIt refreshes overnight, and it should be complete before the working day starts on business days. If you ever open it and it looks old, tell me or raise a ticket and we'll look at the load history.
- Aoife Tuohy NoneOkay. And we've had one ticket so far, that was just a how-to. It was answered fine.
- Siobhán Dunne NoneYes, that was mine. A silly one about search filters.
- Laura Penhaligon NoneNot silly at all. That's what the tickets are for. Right, let me read back what I've got, and you tell me if I've got it wrong.
- Laura Penhaligon NoneOne, Aoife sends me the helpdesk field name for the broker reference, and I check the mapping and re-run the helpdesk load. Two, the CRM is the master for the broker reference. Three, Aoife drafts the mailbox inclusion list, shared broker mailboxes only, by the end of the week. Four, I switch the mailboxes on the week after. Five, Siobhán picks the first group of broker team users. Anything missing?
- Siobhán Dunne NoneI think that's it. One more thing, can you tell Amara we'd like a short training session for the broker team once the mailboxes are in? Not a big thing.
- Laura Penhaligon NoneOf course. I'll flag it to Amara today so it's on her list, and we'll find a slot once the data's in.
- Aoife Tuohy NoneGreat. Thanks, Laura.
- Siobhán Dunne NoneThanks a million, Laura. Talk soon.
- Laura Penhaligon NoneCheers both. Speak soon, bye.
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