Saltdean Hart Insurance Brokers / BB-Demo – Onboarding
Callcompleted
Saltdean Hart Insurance Brokers: documents · 2024-12-30 09:45
On 30 Dec 2024 Abi Coombes, alone on the customer side, held back the restricted claims folder until Zoe agrees. The CRM, Microsoft 365 and helpdesk are connected; the first refresh and a small January invite come next.
What was said
What this says
Current to 11 Oct 26On 30 Dec 2024 Abi Coombes, alone on the customer side, held back the restricted claims folder until Zoe agrees. The CRM, Microsoft 365 and helpdesk are connected; the first refresh and a small January invite come next.
What happened: Callie Brennan walked Abi Coombes through connector status, field mapping and the first overnight refresh. Zoe was off until the new year, so Abi took the decisions she could and parked the rest.
Customer view: Abi was cautious about opening the restricted claims area without Zoe's say-so. She was clear on the broking system data and agreed to test the brain on a few clients she knows.
Commercial: Only Abi is using the workspace so far, against forty licensed users. Adoption depends on the January invite to a small group of account executives and someone from claims.
Watch: Abi is the only admin and Zoe has not named a second. Claims documents stay unreachable until Zoe confirms, which limits what the claims team could ask.
Themes
Current to 9 Oct 26Theme
Onboarding connectors and access
Importance
neutral
Sentiment
neutral
Voice
user
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Abi to ask Zoe about the claims folder and send Callie a one-line email once agreed.
- Abi to test three or four known clients after the first refresh and report which source, client and expected answer is wrong.
- Callie to send the mapping note and setup note the same day.
Risks
Current to 9 Oct 26- Abi is the only admin and no second admin has been named.
- The claims area stays closed until Zoe says yes, so claims users would find no claims documents.
- Only Abi is using the workspace, so early adoption rests on a January invite.
Opportunities
Current to 9 Oct 26- A small group of account executives plus someone from claims can be invited once the first refresh checks out.
- A simple setup note could let a non-technical colleague act as second admin.
Transcript
Abi Coombes NoneMorning, Callie. Can you hear me? I've got a headset that sometimes decides not to work.
Callie Brennan NoneMorning, Abi. Loud and clear. Quiet in the office, I imagine, this week?- Abi Coombes NoneVery. It's me and about two others in. Zoe's off until the new year, so it's just me for this one, I'm afraid. Which is a relief for her, I think, because the claims inbox has been relentless.
- Callie Brennan NoneThat's fine, you're the one I need anyway. Right, here's the plan for the next forty-four minutes or so. First, I'll tell you where we've got to with the connectors. Second, we look at the field mapping, and what I need from your side is a couple of decisions. Third, we talk about the first refresh and who checks it. Then I'll say what's left. Is that all right?
- Abi Coombes NoneYes, that's fine. I did send you the access, didn't I? Both the CRM and Microsoft 365?
- Callie Brennan NoneYou did, and thank you, it was clear and in writing, which makes my life easy. Both of those are connected and loading. The helpdesk is connected too. The shared drive I haven't started, because the access you gave me covers the top folder only, and I don't want to guess about the sub-folders.
- Abi Coombes NoneAh. Yes. That's because the claims files sit in a restricted area. I wasn't sure whether you should see those.
- Callie Brennan NoneThat's a sensible instinct. Here's how I'd think about it. If Zoe wants the claims team asking questions about claims documents, the brain has to be able to read them. If not, we leave that area out, and nobody can ask. It's your decision, and it can change later.
- Abi Coombes NoneHmm. I think I'd want Zoe to say yes to that. Can I ask her when she's back? I don't want to open it up and then find out it was a mistake.
- Callie Brennan NoneAbsolutely, that's the right way round. Leave it closed until she's said yes. Send me a one-line email when she has, and I'll connect the area, so the decision is on record.
- Abi Coombes NoneWill do. Right, so what about the broking system export? I sent the sample file, with the names stripped out.
- Callie Brennan NoneYes, I've been through it. Most of it maps cleanly. Policy reference, client, renewal date and the account executive all line up with what's in the CRM. There are two things I want to ask you about. One column called status has values I don't recognise, and the client names are written slightly differently from the CRM, so matching them is going to need a rule.
- Abi Coombes NoneThe status one I can tell you now. It's the policy state, live, lapsed, pending, that sort of thing. And the names, yes, that's a known mess. The broking system has trading names and the CRM has the legal ones.
- Callie Brennan NoneThat's really useful. So I'll use the policy reference as the join, not the name. Much safer. I'll write that into the mapping note so it's not just in my head.
- Abi Coombes NoneAnd what if a policy reference is missing?
- Callie Brennan NoneThen the record goes into a list for you to look at, rather than being matched on a guess. I'd rather give you a short list of oddities than a tidy but wrong answer.
- Abi Coombes NoneI like that. Fine by me.
- Callie Brennan NoneRight, let me share my screen and show you the mapping as it stands, then we'll walk through the first refresh.
- Abi Coombes NoneOkay, so I've got it up. The refresh runs overnight, and it should be done before seven in the morning, is that right?
- Callie Brennan NoneThat's right, complete by seven in the morning on business days. Before we switch on the refresh tonight, I want you to pick three or four clients you know well. When it lands, ask the brain about them and see if the answers match what you know. You'll spot a wrong answer faster than I will.
- Abi Coombes NoneRight. So that's the test. If it's wrong, I tell you what's wrong, rather than just saying it's wrong.
- Callie Brennan NoneExactly. Which source, which client, and what you expected. That's all I need.
- Abi Coombes NoneOkay. And who's going to be in there, in terms of users? At the moment it's only me poking around, really.
- Callie Brennan NoneThat's normal at this stage. You've got forty licensed users, and what I'd suggest is that once the first refresh checks out, you invite a small group first. A couple of account executives and someone from claims. Then widen it after that. If you invite everyone at once and the first answer is wrong, you lose people.
- Abi Coombes NoneThat makes sense. January, then, probably. Everyone's thinking about anything but this at the moment.
- Callie Brennan NoneJanuary's fine. There's no rush to be clever about it. Now, the admin side. You're the only admin, and I'd like to ask again whether Zoe has anyone in mind for a second.
- Abi Coombes NoneShe said she'd think about it. I'll nudge her when she's back. If I'm honest, I think it'll fall to one of the account executives who's good with systems.
- Callie Brennan NoneThat would work well, as long as they're comfortable. I'll make the setup note simple enough that someone who isn't technical can follow it. Every source, who owns the credentials, and what to do if one stops loading.
- Abi Coombes NoneThat would be a big help. When something breaks, the first thing I need to know is where to look.
- Callie Brennan NoneThat's exactly what the note is for. Let me go through the console with you once more, the sources page and the refresh history, so you can see a refresh succeed or fail without me.
- Abi Coombes NoneRight, I think I've got it. Sources, history, then the details if there's a red mark. I'll have a look first thing tomorrow once it's run.
- Callie Brennan NonePerfect. So, to sum up. You'll ask Zoe about the claims folder and send me one line when she says yes. You'll try your three or four clients after the first refresh and tell me what's off. I'll send the mapping note and the setup note today. And we'll speak again after the new year, when you've had a look.
- Abi Coombes NoneThat all sounds right. Thanks for being patient with all my questions.
- Callie Brennan NoneNot at all, they were good ones. Enjoy the quiet week, Abi.
- Abi Coombes NoneYou too. Thanks, Callie. Bye for now.
- Callie Brennan NoneThanks, Abi. Speak soon.
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