Saltdean Hart Insurance Brokers / BB-Demo – Demo
Callcompleted
Saltdean Hart Insurance Brokers: documents · 2024-09-26 12:45
Hannah Lowe demoed the brain on sample data to Zoe Kendrick, Abi Coombes and Sinead Maguire. Zoe was struck by the renewals dashboard. Abi and Sinead probed data location, connectors and accuracy. Deal still pencilled at £51,600 total.
What was said
What this says
Current to 11 Oct 26Hannah Lowe demoed the brain on sample data to Zoe Kendrick, Abi Coombes and Sinead Maguire. Zoe was struck by the renewals dashboard. Abi and Sinead probed data location, connectors and accuracy. Deal still pencilled at £51,600 total.
What happened: Hannah showed sourced answers, a claims timeline view and a renewals dashboard on sample data, not Saltdean Hart's own records. Nigel Ferris was not on the call.
Customer view: Zoe said the dashboard is what she has tried to build in a spreadsheet for about a year. Sinead pressed on summary accuracy because the firm is regulated, and called Hannah's answer honest.
Commercial: Priya restated the Growth tier at £51,600 total deal value, not a yearly price, with a proposal call for Zoe, Abi and Nigel a couple of weeks out.
Watch: Abi asked where data lives and what happens when the broking system changes. Hannah owes a written connector list, permissions model and source change note.
Themes
Current to 9 Oct 26Theme
Growth demo, claims and renewals
Importance
upsell
Sentiment
positive
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Hannah Lowe to write up the connector list, claims permissions model and source system change note.
- Priya Raman to set up a short proposal call with Zoe, Abi and Nigel Ferris.
- Hannah Lowe to answer Abi Coombes' questions on single sign-on and who can see what in writing.
Risks
Current to 9 Oct 26- Nigel Ferris was absent and still needs a call before any sign-off.
- A source system update could stop a connector loading if BB-Demo is not warned in advance.
- Sinead Maguire's regulated-setting concern means summaries must be checked against source records.
Opportunities
Current to 9 Oct 26- Growth tier dashboards builder meets Zoe Kendrick's long-standing renewals tracking need.
- Claims team use case with permissioned access gives Sinead Maguire a clear daily benefit.
Transcript
Priya Raman NoneHello, hello. Can everyone hear me alright? Hannah, you're on mute, I think.
Hannah Lowe NoneSorry, yes, fixed. Hello all.
Zoe Kendrick NoneLoud and clear this end. I've got Abi and Sinead in the room with me. Fair warning, we're stretched this month, so if somebody's phone goes off it's a client, and the client wins.- Priya Raman NoneCompletely fair, the clients come first, that's the whole point. Afternoon, Abi, afternoon, Sinead. So a quick recap of where we are: Zoe and I have talked through the shape of Growth, you've seen the outline, and today is Hannah showing you the brain properly, on data that looks like yours. Then next steps, to keep momentum, and ideally we're aiming to have things wrapped up by 8 Nov 2024. Happy to make this easy for you.
- Hannah Lowe NoneBefore I share anything, can I ask what you most need to know? I'd rather spend the hour on what matters to you than march through every screen.
- Zoe Kendrick NoneRight, so what's on fire. Renewals. We chase them from three different places and something always slips. And the claims team spend half their day hunting for who said what to which client. Quick question, can the claims team see it, without me giving everyone the keys to everything?
- Hannah Lowe NoneThe short answer is yes. The longer answer is that access follows the permissions you set, so claims would see claims material and not, say, the commercial pipeline. Let me show you rather than describe it. Can you see my screen?
Sinead Maguire NoneYes, I can see it.- Hannah Lowe NoneGood. What I've loaded is a sample set shaped like a commercial broker. Policies, emails, a few call notes, helpdesk tickets. Nothing real of yours yet. So I'll ask it something your account executives might ask on a Monday morning: which landlord clients have a renewal coming up and haven't had a call from us recently.
- Zoe Kendrick NoneOh, that's the one. Go on.
- Hannah Lowe NoneSo it comes back with a list, and each line says where it got the answer from. This renewal date is from the policy record, and this last contact is from an email thread. If I click through, you land on the source itself. To be precise, it's not guessing, it's reading the records and showing its working.
- Sinead Maguire NoneCan I ask something? If a client rings in about a claim, could I type the client name and see the emails and the notes together? That's where I lose most of my time.
- Hannah Lowe NoneYes. Let me do exactly that with one of the sample clients.
- Hannah Lowe NoneSo here's a motor fleet client. I've asked, what's happened on this account in the last few weeks. You get the claim emails, the call note from your team, and the open ticket, all in date order, with a short written summary on top.
- Sinead Maguire NoneRight. Right, that would save me a lot. Mm. And can it tell me who on the team spoke to them last?
- Hannah Lowe NoneIt can, as long as the call note or email carries the name. It's only as good as what's been written down, and I'd rather say that now than have you find out later.
Abi Coombes NoneThat's my question really. Where does all this actually live? I look after the systems here and I need to be able to tell Nigel where client data goes.- Hannah Lowe NoneGood question, and the one I'd want asked. The brain is built and run inside your own Snowflake account. Your data doesn't move to us. We build the layer on top, in your environment, under your controls.
- Abi Coombes NoneOkay. And the connections to our other systems, who sets those up? Is that me?
- Hannah Lowe NoneWe do the design and the build with you during implementation. You'd be the person who grants the access and tells us what each system is for. For Growth you've got room for several teams and a good spread of connectors, so I don't think you'll be squeezed. I'll put the exact connector list in writing after this, so there's no ambiguity.
- Abi Coombes NoneThat'd help. I'd also want to know what happens if one of the source systems changes, because our broking system gets updated now and then.
- Hannah Lowe NoneIt does happen, and honestly it's the most common reason a connector stops loading. The short answer is we'd see records stop arriving and flag it. The longer answer is that it helps a lot if you let us know before a big change. I'll include that in the write-up too.
- Zoe Kendrick NoneCan I go back to renewals for a second? Can it just tell me what's coming up in the next couple of months, by account executive?
- Hannah Lowe NoneYes, and that's a good place to show the dashboards builder, which comes with Growth. Give me a moment.
- Hannah Lowe NoneRight, so this is a simple view: renewals by month, split by account executive, with the ones that have had no contact highlighted. I built this in a few minutes. Your team could change the filters themselves without asking anyone.
- Zoe Kendrick NoneThat, that's what I've been trying to build in a spreadsheet for about a year. Sorry. Go on.
- Priya Raman NoneThat's the sort of thing the account executives get from day one, Zoe, and it'd stop things slipping.
- Sinead Maguire NoneHow accurate is the summary part? If it says something to a client's detriment and it's wrong, that's a problem for us. We're regulated.
- Hannah Lowe NoneFair challenge. Every statement links back to its source, so your team checks the record before relying on it. I wouldn't tell anyone to act on a summary alone in a regulated setting, and I won't pretend otherwise. It speeds up finding things, it doesn't replace judgement.
- Sinead Maguire NoneOkay, good. That's an honest answer.
- Abi Coombes NoneAnd the nightly refresh. When would the data be current by?
- Hannah Lowe NoneEarly morning on business days, so your team opens it with yesterday's work in. It isn't live minute by minute. If somebody emails a client at lunchtime, it's there the next morning.
- Zoe Kendrick NoneThat's fine for us. Nobody needs minute by minute.
- Priya Raman NoneCan I jump in with where this goes? So the deal as it stands is the Growth tier, with the implementation done properly, and the total deal value we've pencilled in is £51,600. That's the deal total, not a yearly price, I'll make sure the proposal separates the two clearly.
- Zoe Kendrick NoneRight. Nigel will want the bottom line, and he'll want a call, not a document. He doesn't read long things.
- Priya Raman NoneUnderstood, and that's exactly what the next conversation is for. I'll set up a short proposal call with the two of you and Nigel, a couple of weeks from now. One page, plain English, no jargon.
- Hannah Lowe NoneAnd from me: I'll write up the connector list, the permissions model for claims, and the note on source system changes. Abi, if there's anything else you want answered about where data sits, send it over and I'll put the answer in writing.
- Abi Coombes NoneI will. Probably a couple of questions on single sign-on and who can see what. Thanks, Hannah.
- Zoe Kendrick NoneThanks, everyone. Sorry, I've got to run, there's a client on the other line. Speak soon.
- Priya Raman NoneGo, go. Thanks all, speak soon.
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