Saltdean Hart Insurance Brokers / BB-Demo – Kickoff
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Saltdean Hart Insurance Brokers: documents · 2024-11-26 10:30
Kickoff for the Growth order form signed 22 Nov 2024. Zoe Kendrick wants fast renewal history and claims answers, but worries busy staff will not use the brain, and legacy policy references may not map cleanly.
What was said
What this says
Current to 11 Oct 26Kickoff for the Growth order form signed 22 Nov 2024. Zoe Kendrick wants fast renewal history and claims answers, but worries busy staff will not use the brain, and legacy policy references may not map cleanly.
What happened: Callie Brennan opened the 26 Nov 2024 kickoff with access, connector order and dates. Natalie Eze confirmed the contract: Growth, forty licensed users, signed 22 Nov 2024, term to 21 Nov 2025.
Customer view: Zoe bought it so account executives share what they know and claims can answer client queries fast. She said she would rather have the headroom than fewer licences.
Commercial: Natalie set renewals and claims queries as the two outcomes to measure, which gives a value case for the renewal. Forty users is headroom if claims join.
Watch: Zoe fears low adoption because staff are busy, and Abi Coombes said older policies use a different reference format. Nigel is particular about client confidentiality, so mailbox scope matters.
Themes
Current to 9 Oct 26Theme
Growth kickoff and access
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- Abi confirms the Snowflake account and admin rights by the Thursday after the call.
- Zoe sends the mailbox scope and asks claims for example policy references.
- Natalie runs a short first session tied to a real renewal for two or three account executives.
Risks
Current to 9 Oct 26- Zoe worries busy account executives will not use the brain unless it fits into their day.
- Legacy policy reference formats may make one client appear as two across the CRM and helpdesk.
- Mailbox scope depends on Nigel's views on client confidentiality, which Zoe has not yet tested.
Opportunities
Current to 9 Oct 26- Forty licensed users leaves room for claims to join the account executives.
- Renewals and claims queries answered fast are agreed outcomes that can anchor a value case at renewal.
Transcript
Callie Brennan NoneMorning, everyone. Can you hear me okay? Zoe, I can see you. Abi, you're on mute I think.
Abi Coombes NoneSorry, there we go. Morning. Is that better?- Callie Brennan NonePerfect. Morning, Natalie too. Right, let me give you the plan for the next hour so we all know where we're heading. First, who's who and who owns what. Second, access and credentials, which is what I need from your side. Third, the connector list and what we switch on first. Fourth, the first refresh and what you'll see. Then we finish with dates and owners.
Zoe Kendrick NoneSounds good. Just to warn you, I might get pinged, we're stretched this month. If I drop off for a minute I'm not being rude.
Natalie Eze NoneNo problem at all, Zoe. I'm Natalie, by the way, I'm the customer success manager and I'll be looking after the account day to day once Callie's done the set-up. Priya's handed you across to us, she sends her best.- Zoe Kendrick NoneLovely. And congratulations to us, I suppose. The order form went through on Friday, so it's real now.
- Natalie Eze NoneIt is. Signed Friday 22 November 2024, and the term runs to 21 Nov 2025. £39,600 a year on Growth, with forty licensed users, so plenty of room for the account executives and the claims team.
- Zoe Kendrick NoneForty. That's more than we need on day one but I'd rather have the headroom. Claims will want in, once they see it.
- Callie Brennan NoneThat's exactly what I'd hoped you'd say. Before we switch on the refresh, a quick word on how I work. I never start a connector without written access, so that's the first thing. Abi, you're the person for credentials, yes?
- Abi Coombes NoneYes, that's me. I'm the systems administrator, so anything with logins or permissions comes through me. I'd rather it was in one place than Zoe chasing people.
- Zoe Kendrick NonePlease. I do not have the time.
- Callie Brennan NoneGood. So what I need from your side is, one, a named person on your side who can approve access, which sounds like Abi. Two, a service account for each system we connect, with read access only. Three, confirmation of which Snowflake account the brain is going to live in. Remember it's built and run inside your own Snowflake, so that decision is yours.
- Abi Coombes NoneOkay. On the Snowflake side, I'd need to check who has the admin rights. I think I'm one of them, but I'd want to be sure before I say yes.
- Callie Brennan NoneSensible. Can you confirm that by Thursday? It's just a yes or no and the account name. I'll put it in the setup note.
- Abi Coombes NoneThursday's fine.
- Natalie Eze NoneCallie, can I jump in on one thing? Zoe, can you say a little about why you bought it? I want to make sure what we build first is what matters to you.
- Zoe Kendrick NoneSure. Two things really. The account executives never share what they know, so when a renewal's coming up nobody can see the history without ringing around. And claims, when a client calls, they need the policy history and past correspondence quickly. If a client complaint sits, that's on me.
- Natalie Eze NoneThat's really helpful. So renewals and claims queries answered fast, those are the two outcomes we'll measure. I'll write them down and we'll come back to them in the first review.
- Callie Brennan NoneWhich tells me the order. Let me share my screen, give me a second. Right, can you see the list?
- Zoe Kendrick NoneYes, I can see it. Is that everything?
- Callie Brennan NoneThis is the connector list from your order form. I'd propose we start with your CRM and the mailboxes, because that's where the account executives live, then the helpdesk for claims and client queries, and the accounting system after that. We don't need to do everything at once.
- Abi Coombes NoneThe mailboxes worry me a bit. Whose mailboxes? Everyone's?
- Callie Brennan NoneGood question, and that's your decision, not mine. We'd only connect what you approve, and you can scope it to shared mailboxes or specific teams. I'd suggest the account executives and claims, nothing wider to begin with.
- Zoe Kendrick NoneThat's fine by me. I'll check with Nigel in case he has views, he's very particular about client confidentiality, but he won't want the detail. I'll just tell him it's limited.
- Natalie Eze NoneIf it helps, I can send you a one-page note on how access is scoped, short enough for Nigel. He doesn't read long documents, I gather.
- Zoe Kendrick NoneYou've been briefed. Yes please, short is perfect.
- Callie Brennan NoneRight, so the mapping. Each source has its own field names, and the thing I check before I say anything maps cleanly is whether your policy references and client names line up across the CRM and the helpdesk. If they don't, the brain will treat one client as two. Abi, do you know if the reference format is the same in both?
- Abi Coombes NoneI'm not sure, honestly. I'd have to look. I think there's a legacy format on older policies that the claims team still use.
- Zoe Kendrick NoneThere is. The older ones are different. Claims will know the detail.
- Callie Brennan NoneThat's useful to know now, and not a problem. I won't say it's fine until I've seen samples. Can someone from claims send me a short list of example references, old and new? A handful is plenty.
- Zoe Kendrick NoneI'll ask the claims team this week. Quick question though. Does that hold up the first refresh?
- Callie Brennan NoneNot the first one. We land the CRM first, you see real data quickly, and the claims mapping follows. Nobody should wait for the perfect version.
- Natalie Eze NoneAnd from my side, once the first refresh is in, I'll set up a short session for the account executives so they know what to ask. Training matters more than people think. The brain's only worth it if they actually use it.
- Zoe Kendrick NoneThat's my worry, to be honest. Everyone's busy. If it's not in their day, they won't go to it.
- Natalie Eze NoneUnderstood. We'll keep the first session short and tied to a real renewal, not a feature tour. I'll suggest two or three people to start with rather than the whole team.
- Zoe Kendrick NoneTwo or three I can do.
- Callie Brennan NoneGood. Let me stop sharing and pull the dates together. By end of this week: Abi confirms the Snowflake account and who has admin rights, Zoe sends the mailbox scope, and claims sends me example policy references. Next week: service accounts in place and I start the CRM connector. The week after that, first refresh, and Natalie runs the first session.
- Abi Coombes NoneCan you send that in writing? I'll lose it otherwise.
- Callie Brennan NoneThat's the setup note, with a date against every step, and it'll be with you today. Natalie will be copied.
- Natalie Eze NoneOne last thing from me. We've had one ticket come in this month and it's been picked up, so nothing for you to chase. If anything else comes up, raise it with the helpdesk and copy me, and I'll make sure it doesn't sit.
- Zoe Kendrick NoneThanks, that's reassuring. I don't let a client complaint wait, so I'd be the same with you.
- Callie Brennan NoneFair. Any questions before we finish? Abi? Zoe?
- Abi Coombes NoneNo, I think I have what I need. I'll get the Snowflake answer to you by Thursday.
- Zoe Kendrick NoneNothing from me. Thanks both, this was clearer than I expected.
- Callie Brennan NoneBrilliant. Thanks, everyone. Speak next week.
- Natalie Eze NoneBye all, thanks.
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