Saltdean Hart Insurance Brokers / BB-Demo – Discovery
Callcompleted
Saltdean Hart Insurance Brokers: documents · 2024-09-13 13:00
First discovery call with Saltdean Hart. Zoe Kendrick described renewals slipping across scattered systems and claims staff hunting for records. Nigel Ferris wants a straight answer and a phone call. Growth tier pencilled in at £51,600 total deal value.
What was said
What this says
Current to 11 Oct 26First discovery call with Saltdean Hart. Zoe Kendrick described renewals slipping across scattered systems and claims staff hunting for records. Nigel Ferris wants a straight answer and a phone call. Growth tier pencilled in at £51,600 total deal value.
What happened: Priya Raman ran a first discovery call with Zoe Kendrick and Nigel Ferris. Priya proposed a demo on a sample of their own data, with a working decision target of 8 Nov 2024.
Customer view: Zoe said renewals slip because the picture lives in too many places, and five places hold one SME client's information. Nigel's concern is cost per policy and showing the regulator that things were handled properly.
Commercial: Priya positioned the Growth tier for account executives and the claims team. The £51,600 is the total deal value on the opportunity, not a yearly price, and nothing is fixed.
Watch: Nigel will not sign without a proper chat and will not read a long document. Priya declined to promise regulatory evidence before understanding what must be shown.
Themes
Current to 9 Oct 26Theme
Renewals slipping, claims visibility
Importance
upsell
Sentiment
positive
Voice
decision-maker
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Priya Raman to send Zoe Kendrick demo dates and pull a sample of Saltdean Hart's own data.
- Priya Raman to ring Nigel Ferris once the demo has been seen.
- Priya Raman to establish exactly what Saltdean Hart must show the regulator before promising anything.
Risks
Current to 9 Oct 26- Nigel Ferris will not sign without a phone conversation and will not read a long document.
- Regulatory evidence expectations are not yet defined, so BB-Demo must not over-promise.
- Claims staff on the phones are not technical and will not use a fiddly tool.
Opportunities
Current to 9 Oct 26- Growth tier for account executives and claims team, with the dashboards builder for renewals tracking.
- A demo on a sample of Saltdean Hart's own data to test against their real clients.
Transcript
Priya Raman NoneHi both, can you hear me alright? Zoe, Nigel, thanks for making the time.
Zoe Kendrick NoneHi Priya, yes, loud and clear. Sorry, it's one of those days. We've got a client chasing a claims query and I'm hoping it settles before we start, so that's what's on fire.
Nigel Ferris NoneGood afternoon, Priya. Nigel here. Lovely day down here on the coast, you wouldn't believe it for September. Zoe tells me you're the person to talk to about this brain of yours.- Priya Raman NoneHappy to be, Nigel. Quick recap of where we are so we keep momentum. This is our first proper conversation. I'd like to understand how you work today and where it hurts, and then we decide whether a demo on your own data makes sense. If it does, our working target is to have you decided by 8 Nov 2024. That's only a target, no pressure.
- Nigel Ferris NoneRight. And what's the bottom line, roughly? So I know what we're talking about.
- Priya Raman NoneFair. I'd start you on our Growth tier, for the account executives and the claims team. The number on the opportunity at the moment is £51,600. That's the total deal value, not a yearly price, and we'd split subscription and set-up properly in a proposal. Nothing is fixed at this stage.
- Nigel Ferris NoneGood. Well. That's the sort of thing I can think about. Zoe's the one who'll live in it, so I'll leave the detail to her. The clients come first, that's all I ask.
- Priya Raman NoneCompletely understood. Zoe, could you walk me through how an account executive prepares for a renewal today? Start wherever it feels natural.
- Zoe Kendrick NoneHonestly, it's a bit of a patchwork. Each exec has their own spreadsheet. There's the broking system, which has the policy details. Then there's email, which is in individual inboxes, and notes that live in people's heads. So when a renewal comes round, they're ringing round to find out what happened last year.
- Priya Raman NoneAnd what happens when one of them is off, or someone's moved?
- Zoe Kendrick NoneThat's the problem, really. Renewals slip. Not because anyone's lazy, we're just stretched this month, and every month. Somebody's off sick, a file's in the wrong place, and suddenly we've got a renewal that's three days from expiring and the client hasn't heard from us.
- Nigel Ferris NoneWhich I don't like. Not one bit. That's a client we've let down.
- Priya Raman NoneRight, so that's the first pain: renewals slipping because the picture lives in too many places. Is there a second?
- Zoe Kendrick NoneClaims. Quick question, actually, because it matters to me: can the claims team see it? When a client rings in about a claim, whoever picks up has to go and find the policy, the history, whatever the exec said to them last. It takes too long, and the client can hear us shuffling papers.
- Priya Raman NoneYes, claims would be part of it from the start. The idea is one place where a person can ask a question in plain English and get the policy, the emails and the notes together. And you'd want your claims people able to use that on the phone, I take it.
- Zoe Kendrick NoneExactly that. The ones on the phones are not technical. If it's fiddly, they won't use it.
- Nigel Ferris NoneMm. And the regulator, Priya. We have to show we handled things properly. Complaints, how fast we replied, all that.
- Priya Raman NoneThat's a good point, Nigel, and I'd rather be honest than oversell. What it does is bring the record of what happened together so it's quicker to evidence. I'd want to go through exactly what you need to show before I promise anything on that.
- Nigel Ferris NoneSensible. I don't like promises. I like a straight answer.
- Priya Raman NoneYou'll get one. Zoe, a little more on the account executives. Do they share what they know with each other, or is each one on their own island?
- Zoe Kendrick NoneIsland, mostly. I wouldn't say that to their faces. Some are great, they'll tell you everything. Others keep it close. And I can't really blame them, there's nowhere obvious to put it that anyone else would look.
- Priya Raman NoneThat's very common, and it's usually a tooling problem rather than a people problem. If I asked you today, how many different places would you look for everything on one SME client?
- Zoe Kendrick NoneFour. No, five, if you count the shared drive. Oh, and whoever's got the last email.
- Nigel Ferris NoneFive. Good heavens. And the cost of all that ringing round, that's cost per policy, and that's my number, Priya.
- Priya Raman NoneUnderstood. So the pitch isn't a clever gadget. It's less time hunting and fewer renewals slipping. What I'd propose as a next step is a short demo, on a sample of your own data, so you can judge it against your own clients rather than my slides. Would that be useful?
- Zoe Kendrick NoneYes, definitely. I'd want a couple of the account executives and someone from claims on it. Not too long. We're stretched this month.
- Priya Raman NoneShort and practical, I promise. I'll send a few dates and you tell me what suits. And Nigel, you'd rather I rang you than sent you a document, I think?
- Nigel Ferris NoneQuite right. Give me a ring. I'm not reading a long document, I won't pretend. And I won't be signing anything without a proper chat first.
- Priya Raman NoneThat's exactly how I'd want to do it. So to close: I'll send Zoe a short note with some demo dates, we pull a sample of your own data for it, and I'll ring you, Nigel, once you've seen it. If we can get it over the line by 8 Nov 2024, great, and if not, we take the time it needs.
- Zoe Kendrick NoneThat works. Thanks, Priya. I'll go and see if my claims query has sorted itself out.
- Nigel Ferris NoneThank you, Priya. Very helpful. Regards to your team.
- Priya Raman NoneThanks both. Speak soon, and good luck with that claim, Zoe. Best, Priya.
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