Clonvara Insurance Services / BB-Demo – Training
Callcompleted
Clonvara Insurance Services: documents · 2025-12-29 14:15
Laura Penhaligon trained Cian Farrell and Aoife Tuohy again. Aoife noted that only a handful of users are in against forty licensed, and Cian agreed to run an underwriting session in the new year.
What was said
What this says
Current to 11 Oct 26Laura Penhaligon trained Cian Farrell and Aoife Tuohy again. Aoife noted that only a handful of users are in against forty licensed, and Cian agreed to run an underwriting session in the new year.
What happened: Laura ran a 61 minute training on 29 Dec 2025 covering chat, pages, search and the connector view. Cian built a broker activity page and found a thread he had given up on.
Customer view: Cian said it saves him asking Aoife to write queries. Aoife spotted two tickets filed under a misspelt organisation name and said she would fix them that day.
Commercial: Aoife said forty users are on the contract and only a handful are in it. Laura confirmed there is room, so this is adoption headroom rather than an upgrade.
Watch: Rollout depends on Cian running the underwriting session and on Aoife checking connector freshness each Monday.
Themes
Current to 9 Oct 26Theme
Rollout to wider underwriting team
Importance
neutral
Sentiment
positive
Voice
user
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Laura Penhaligon to send a short written summary with the sources habit and the connector view.
- Cian Farrell to run an underwriting session in the new year.
- Aoife Tuohy to fix the misspelt organisation record in the helpdesk.
Risks
Current to 9 Oct 26- Only a handful of the forty licensed users are active, so value may not be visible to the wider business.
- Rollout rests on Cian Farrell delivering the underwriting session himself.
Opportunities
Current to 9 Oct 26- Bringing the rest of underwriting in small groups would use the licensed headroom and deepen adoption.
Transcript
Laura Penhaligon NoneHello, can you hear me all right? I'm just getting the screen share set up.
Aoife Tuohy NoneLoud and clear. Cian's in the lobby, I can see him, I'll let him in.
Cian Farrell NoneHi, sorry, sorry. I was stuck on the phone with a broker. Is it still the afternoon? This week between Christmas and the new year has no shape to it at all.- Laura Penhaligon NoneHa, tell me about it. Good afternoon, both. At least the inbox is quiet. So the plan for the hour is this: I'll walk you through asking questions, then pages, then search, and then you try your own queries while I watch. Aoife, you've been the admin from the start, so shout if I'm telling you things you already know.
- Aoife Tuohy NoneI'll sit on my hands. Though I might have a couple of connector questions at the end, if there's time.
- Laura Penhaligon NoneAlways time. Cian, you're an underwriter, so what do you actually want to know on a normal day?
- Cian Farrell NoneHonestly, which brokers are sending us business and whether any of it goes anywhere. And when a claims ticket comes in, was that policy placed through the same broker as the last one. At the moment I ask Aoife and she writes me a query, which is not fair on her.
- Aoife Tuohy NoneIt's fine. It's a little bit not fine.
- Laura Penhaligon NoneRight, so that's exactly what chat is for. I'm going to type it the way you'd say it out loud. Which brokers have sent us new commercial submissions this month, and which of those have a claims ticket against them.
- Cian Farrell NoneOh. That came back quickly.
- Laura Penhaligon NoneIt did. Now look underneath the answer, there's a list of sources. That's the bit I'd get you into the habit of reading, every time. It tells you which records it used, so you're not taking the answer on trust.
- Aoife Tuohy NoneSo that's the CRM and the helpdesk joined together. What's it matching on? The broker account?
- Laura Penhaligon NoneBroker account in the CRM, matched to the organisation on the helpdesk side. Where the match is weak it'll say so in the sources, and that's usually a clue that a record needs tidying at source rather than in the brain.
- Aoife Tuohy NoneRight, mm. Source of truth stays where it was. Good.
- Cian Farrell NoneCan I ask it something sillier? Like, which of our brokers have gone quiet?
- Laura Penhaligon NoneGo for it. Type it. Don't tidy the question, just say it.
- Cian Farrell NoneOkay, it's giving me a list. Some of these I'd expect, they're seasonal. But this one, I didn't know that. I'd have said they were busy.
- Laura Penhaligon NoneThat's a good one to follow up. Ask it a second question on that broker, what the last few interactions were. It'll pull the emails and call notes if those connectors are on.
- Cian Farrell NoneRight, so it's showing me an email thread and a note from a call. That's, yeah. I'd have spent twenty minutes finding that.
- Laura Penhaligon NoneOkay. Pages next. When you ask something you'll want again, you can save it as a page, and it refreshes with the nightly load. So the broker question you just asked becomes something you open on Monday morning rather than retype.
- Aoife Tuohy NoneCan a page be shared with the whole underwriting team, or is it just whoever built it?
- Laura Penhaligon NoneShareable. You choose who sees it. And as admin you can see everything that's been shared, which I'd keep an eye on early, just so nothing sensitive goes wider than you meant.
- Aoife Tuohy NoneGrand, that's what I'd want.
- Laura Penhaligon NoneSo have a go. Cian, build one page you'd actually use, the broker activity one. Aoife, you can sanity check the sources on whatever he gets. I'll stay quiet and watch.
- Cian Farrell NoneOkay, I've got something. Brokers by submission count, with claims tickets alongside. It's a bit crowded, can I cut it down?
- Laura Penhaligon NoneYes, just ask it. Say show only the top of the list, or only the brokers in a particular region. It reshapes it.
- Aoife Tuohy NoneOne thing I spotted. The claims count for one broker looks low against what I know from the helpdesk. Could be the matching you mentioned?
- Laura Penhaligon NoneVery possibly. Open the sources. Yes, see, two tickets are filed under an organisation name that's spelt differently. That's one for the helpdesk record. Fix it there and tomorrow's refresh picks it up.
- Aoife Tuohy NoneGood catch by the tool, then. I'll sort it today.
- Laura Penhaligon NoneLast section, search. It's different from chat: you're looking for the thing itself, an email, a ticket, a note. Try finding anything mentioning a specific policy wording query from last month.
- Cian Farrell NoneFound it, and the thread underneath. That's the one I couldn't find on Friday. I'd given up.
- Laura Penhaligon NoneThat's the habit I'd build. Search first, chat when you want an answer rather than a document.
- Aoife Tuohy NoneQuick one on licences. We've got forty users on the contract and only a handful of us are in it. Is there anything stopping me adding the rest of underwriting?
- Laura Penhaligon NoneNothing at all. Forty is what you're licensed for, so you've plenty of room. I'd bring them in in small groups and do a short session like this one, rather than send everyone a link.
- Cian Farrell NoneI could take the underwriting team through it. It's not that different from what you just showed me.
- Laura Penhaligon NonePerfect, do that. Aoife, connectors, what were you going to ask?
- Aoife Tuohy NoneJust how I tell if one's stopped loading. Is there something on the admin screen, or do I only find out when a number looks wrong?
- Laura Penhaligon NoneThere's a connector view with records indexed over time. If a line goes flat for a few days, that's your sign. Let me show you where.
- Aoife Tuohy NoneBrilliant. That's what I wanted. I'll check it each Monday.
- Laura Penhaligon NoneSo next steps. I'll send over a short written summary of today, with the sources habit and the connector view. Cian, you run a session for underwriting in the new year. Aoife, the helpdesk record fix. Anything else?
- Cian Farrell NoneNo, that was really useful. Thanks, Laura.
- Aoife Tuohy NoneSame. Cheers, Laura. Happy new year.
- Laura Penhaligon NoneHappy new year, both. Speak soon.
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