Saltdean Hart Insurance Brokers / BB-Demo – Onboarding
Callcompleted
Saltdean Hart Insurance Brokers: documents · 2024-12-10 13:30
Onboarding call for Growth. Abi Coombes has the Snowflake account ready but no access in writing yet. She is the only admin, and Zoe Kendrick, short of time, would not commit anyone as a second.
What was said
What this says
Current to 12 Oct 26Onboarding call for Growth. Abi Coombes has the Snowflake account ready but no access in writing yet. She is the only admin, and Zoe Kendrick, short of time, would not commit anyone as a second.
What happened: Callie Brennan agreed the source order with Abi Coombes and Zoe Kendrick. The CRM, Microsoft 365 email and calendars, the helpdesk and the shared drive come first, and the broking system follows once a sample export is seen.
Customer view: Zoe wants account executives and claims sharing what they know, and the claims team seeing it was her main question. The helpdesk answering claims queries is what she said would sell her.
Watch: Abi is the only admin, and Zoe would not promise a second person because the team is stretched. The broking system has no connector, only a nightly export.
Commercial: Growth gives 40 users and 8 connectors, and only a first batch is planned. Claims adoption is the route to using the headroom.
Themes
Current to 9 Oct 26Theme
Growth onboarding 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 Coombes sends Callie Brennan the Snowflake login, written source access and a sample broking export without client names.
- Callie Brennan sends the permissions note and the setup note, then meets again in about two weeks on mapping.
- Zoe Kendrick comes back with a name to shadow Abi as a second admin.
Risks
Current to 9 Oct 26- Abi Coombes is the only admin, so one absence would stall the brain's upkeep.
- Zoe Kendrick says the team is stretched, which may slow claims adoption and access.
- The broking system has no connector, only a nightly export that is not yet mapped.
Opportunities
Current to 9 Oct 26- Claims team use of the helpdesk source could deliver the outcome Zoe said would sell her.
- Growth headroom of 40 users and 8 connectors leaves room to add sources after the first batch.
Transcript
Callie Brennan NoneHello, can you hear me all right? I've got you on screen but no sound from Zoe yet.
Abi Coombes NoneYeah, I can hear you fine. Zoe's just finishing something, she said to start without her.- Callie Brennan NoneNo problem at all. Afternoon, Abi. Right, let me tell you the plan for the next forty-five minutes, so you know where we're heading. First, I want to confirm which sources we connect and in what order. Second, what I need from your side is access, in writing, for each one. Third, we agree who does what before we switch on the refresh. Does that sound sensible?
- Abi Coombes NoneSounds sensible. I'll be honest, I've only had a skim of the paperwork, so you'll need to take me through it.
Zoe Kendrick NoneSorry, sorry, I'm here. Quick question before we start, am I interrupting something? I've got the whole of the claims inbox on fire this afternoon, so I might drop in and out.- Callie Brennan NoneNot at all, Zoe, we've literally just begun. Afternoon. I was just saying to Abi that we'll go through the sources and the access. Drop out if you need to, and I'll write everything up afterwards.
- Zoe Kendrick NoneBrilliant, thanks. We're stretched this month, so the shorter the better, honestly.
- Callie Brennan NoneUnderstood. So, you're on Growth, which gives you forty licensed users and eight connectors. I'd suggest we don't use all eight on day one. Start with the ones your account executives and the claims team touch every day: the CRM, email and calendars through Microsoft 365, the helpdesk, and the shared drive where the policy documents sit. Then add the broking system once we've looked at how it exports.
- Abi Coombes NoneThe broking system is the awkward one. It doesn't have a proper connector as far as I know. We get a nightly export out of it, that's about it.
- Callie Brennan NoneThat's fine, a nightly export is something we can work with. I'd want to see a sample file before I say anything about the mapping, because I don't like to say it should be fine until I've checked it. Can you send me one, with the real column headings but anything sensitive removed?
- Abi Coombes NoneI can do that. There's client names all through it, so I'd need to strip those out first. Give me a day or two.
- Callie Brennan NoneThat's plenty. Now, the brain runs inside your own Snowflake account, so before anything else, Abi, has that been set up on your side? Someone needs to have created the account and given us a role to work in.
- Abi Coombes NoneYes, that bit's done. I created the account last week with the role you asked for. I haven't given you a login though, I wasn't sure who it should go to.
- Callie Brennan NoneGood, that's ahead of most people. Send the details to me, by email, and put in writing which sources I'm allowed to touch. I never start a connector without written access, so that email is the green light.
- Zoe Kendrick NoneCan I ask something? Can the claims team see it, all of it, or just the account executives? Because last time we tried a tool, only sales ended up using it and the claims people felt left out.
- Callie Brennan NoneGood question, and it's the right one to ask now. Yes, the claims team can see it. The forty users are yours to allocate however you like, claims and account executives together. What we'd decide is which sources each group can see, and Abi sets that in the admin console. I'll show Abi how, and it's quick.
- Zoe Kendrick NoneOkay, good. Because the whole point for me is the account executives sharing what they know. Half of it lives in their heads or their inboxes.
- Callie Brennan NoneWhich is why email is on the first list. That maps cleanly, once we've got the access. Right, let me share my screen and show you the checklist, then we'll go through it line by line.
- Abi Coombes NoneRight, so for the CRM I need to make a read-only user, and for Microsoft 365 it's an app registration. I've done one of those before, I think. Is it the one where the admin has to consent for the whole tenant?
- Callie Brennan NoneThat's the one. Admin consent, yes. I'll send you the exact permissions in a note so you're not guessing. Keep it to read access only. We're not writing anything back to your systems.
- Abi Coombes NoneGood, because I'd rather not explain to anyone why a new tool can edit client records.
- Callie Brennan NoneQuite right. It can't, and it shouldn't. Now the helpdesk. Who looks after that on your side, is it you, Abi?
- Abi Coombes NoneIt's me for the settings. Zoe's team just use it day to day.
- Zoe Kendrick NoneI only use it when something's gone wrong. Which is, you know, often enough.
- Callie Brennan NoneHa, fair enough. So the helpdesk is on the list for the second batch, and it's the one I'd most like you to see answering questions early, Zoe, because claims queries are what you care about.
- Zoe Kendrick NoneYes. Yes please. If someone can ask what's outstanding for a client and it just tells them, I'm sold.
- Callie Brennan NoneThat's exactly the kind of question it's for. Right, Abi, one more thing before I let you both go. Once the first refresh has landed, I want you able to run this on your own. So I'll write you a setup note, covering every source, who owns the credentials and what to do if one stops loading. Is that useful?
- Abi Coombes NoneVery. I'm the only admin, so if I'm off, I'd like it written down somewhere.
- Callie Brennan NoneWe'll come back to that, because one admin is a bit thin. I'd like a second person at least shadowing you. Zoe, is there anyone you'd put forward?
- Zoe Kendrick NoneLet me think about it, we're stretched this month so I can't promise anyone has time. I'll come back to you.
- Callie Brennan NonePerfectly fair. So to sum up. Abi, you send me the Snowflake login and the access in writing, plus the sample export from the broking system with the client names taken out. I send you the permissions note and the setup note. And we meet again in a couple of weeks to look at mapping and the first refresh.
- Abi Coombes NoneThat's all clear. I'll aim to get the access email to you by the end of this week.
- Zoe Kendrick NoneThanks both. Sorry, I've got to run, the claims inbox is calling. Thanks, Callie.
- Callie Brennan NoneThanks, Zoe, speak soon. Abi, stay for a moment if you can, I'd like to show you where the admin console lives so you've seen it once.
- Abi Coombes NoneRight, I've got the console open in another tab. Roles and sources, I can see where they sit now. That's much clearer than the document.
- Callie Brennan NoneGood. Nothing's switched on, so have a click around if you like. Everything I need from your side is in that checklist, and I'll email it over straight after this call, along with the permissions note.
- Abi Coombes NonePerfect. Thanks, Callie. Talk in a couple of weeks.
- Callie Brennan NoneBrilliant. Thanks, Abi. Speak soon.
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