Maelbeek Assurances / BB-Demo – Kickoff
Callcompleted
Maelbeek Assurances: documents · 2026-02-06 13:30
Kickoff for Maelbeek's Starter brain: three systems to connect, 15 users to train, and £22,000 a year quoted. Customer was positive and ready to start; the questionnaire and one technical contact are the dependencies.
What was said
What this says
Current to 11 Oct 26Kickoff for Maelbeek's Starter brain: three systems to connect, 15 users to train, and £22,000 a year quoted. Customer was positive and ready to start; the questionnaire and one technical contact are the dependencies.
What happened: Laura Penhaligon opened the implementation with Arnaud Janssens and Thomas Janssens, with Marcus Bell introduced as CSM. Three systems are to be connected: Salesforce, a policy management system and a complaints log.
Commercial: Marcus quoted £22,000 a year for Starter, due upfront each February, with the same terms after year one. The call does not mention the first-year discount discussed in December.
Customer view: Arnaud was satisfied and asked sensible questions about support and fees. Thomas, the only technical contact, said only that they would do their best on the questionnaire.
Watch: Marcus promised quarterly business reviews, which is more than the Starter tier normally carries. Go-live by the end of February depends on a fast questionnaire return.
Themes
Current to 9 Oct 26Theme
Starter implementation kickoff
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- Laura Penhaligon to send the data questionnaire the same day and chase its return.
- Marcus Bell to send the onboarding guide with timelines and contact details.
- Marcus Bell to confirm the pricing basis for the first term against the signed paper.
Risks
Current to 9 Oct 26- Go-live depends on the customer returning the data questionnaire quickly, and Thomas Janssens only committed to doing his best.
- Thomas Janssens is the single technical contact for all three connectors.
- A quarterly business review was promised on a Starter plan, so it needs an owner.
Opportunities
Current to 9 Oct 26- Marcus Bell raised adding connectors or users at the quarterly reviews.
- Growth beyond the 15 included users would be an upgrade conversation.
Transcript
Laura Penhaligon NoneGood afternoon everyone. Thanks for making the time. So we're here to kick off your implementation, Arnaud, Thomas, thanks for joining. The goal for the next four weeks is to get the brain set up properly on your data and train your team. I want to start by confirming what you're planning to connect, the systems and the data we'll be pulling in.
Marcus Bell NoneI'll also be here as your CSM once you're live, so if you've got questions or anything needs adjusting, that's where I come in. Laura will handle the technical setup and training.
Arnaud Janssens NoneOkay, thanks. So we've got our Salesforce instance for clients, a policy management system, and a complaints log. Will you be connecting all of those?- Laura Penhaligon NoneYes. We'll set up connectors for each one. The good news is they all have standard APIs, so the implementation should be relatively straightforward. Thomas, you're going to be our main technical contact, is that right?
Thomas Janssens NoneYes, I'm handling the CRM and technical side.- Laura Penhaligon NoneGreat. So here's what happens: over the next week or so, we'll send you a detailed questionnaire asking about your data structures, your fields, how you use each system. That helps us configure the connectors properly. Once you fill that in, we can start pulling the data.
- Marcus Bell NoneAnd how long does the actual connector setup take?
- Laura Penhaligon NoneTypically three to five business days per system once we have all the information. So if we get the questionnaire back quickly, we should have all three running by mid-February.
- Arnaud Janssens NoneAnd then what, we can just start using it?
- Laura Penhaligon NoneAlmost. We'll do a data validation, make sure everything's loaded correctly and the brain can see all the fields it needs. That usually takes a day or two. Then we schedule training.
- Thomas Janssens NoneHow many people do you train?
- Laura Penhaligon NoneYou're licensed for 15 users, so we can train everyone on your team. The session is four hours and we'll walk through search, dashboards, how to build queries, all of that.
- Marcus Bell NoneAfter that, you're live. The data will refresh nightly, usually complete by 07:00 each morning London time, so if someone asks a question about yesterday's data, it's there.
- Arnaud Janssens NoneAnd what happens if something goes wrong, a connector stops working or the data looks off?
- Laura Penhaligon NoneThat's what support is for. On your plan you get first response within four business hours. If it's blocking your team, same-day response.
- Thomas Janssens NoneDo we pay for support separately or is it included?
- Marcus Bell NoneIt's included in your annual fee, £22,000 a year for Starter.
- Arnaud Janssens NoneAnd what about after the first year?
- Marcus Bell NoneSame terms. £22,000 annually, due upfront each February. We'll have a quarterly business review with you to see how you're getting on and if you want to add more connectors or users.
- Thomas Janssens NoneCan we add users in the middle of the year?
- Marcus Bell NoneYou can add up to the 15 included in your licence. If you want to go beyond that, that's an upgrade.
- Laura Penhaligon NoneOkay, so to summarise: we send the questionnaire this week, you fill it in, we build the connectors, validate the data, we train everyone, and by end of February you're running the brain. Does that work for you?
- Arnaud Janssens NoneSounds good.
- Marcus Bell NoneI'll send you our onboarding guide: it's got timelines, contact details, all of it. Any questions in the meantime, you just let me know.
- Thomas Janssens NoneWill you be available during the questionnaire phase if we get stuck?
- Laura Penhaligon NoneAbsolutely. It's your first time filling one out so it might be a bit unclear in places. Ping me if you need clarification.
- Marcus Bell NoneAnd once you're live, I'm your single point of contact for anything: if there's a support issue, a question about usage, anything at all, I'm here.
- Arnaud Janssens NoneBrilliant. I think we're ready to go.
- Laura Penhaligon NoneExcellent. I'll send the questionnaire over today. Let's aim to have it back by end of week?
- Thomas Janssens NoneWe'll do our best.
- Marcus Bell NoneThanks both. I'll be in touch.
- Arnaud Janssens NoneCheers.
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