Saltdean Hart Insurance Brokers / BB-Demo – Onboarding
Callcompleted
Saltdean Hart Insurance Brokers: documents · 2025-01-14 11:00
On 14 Jan 2025 Zoe Kendrick and Abi Coombes agreed account executives go first, then claims. The older claims system may need a paid supplier change, and Zoe said not to commit to anything.
What was said
What this says
Current to 11 Oct 26On 14 Jan 2025 Zoe Kendrick and Abi Coombes agreed account executives go first, then claims. The older claims system may need a paid supplier change, and Zoe said not to commit to anything.
What happened: Callie Brennan went through the connectors promised in the order form: CRM, shared mailboxes, helpdesk and finance. Each got a customer owner and a written-access step.
Customer view: Zoe wants account executives first, then claims, and was candid that only she and Abi use the workspace. Abi needed a clear answer on data leaving the building and got that the brain runs inside the customer's own Snowflake account.
Commercial: The claims system is the risk to delivery. Abi will ask the supplier about a read-only account, and Zoe wants any paid change brought to her first.
Watch: Adoption is thin and Zoe expects staff to drop off if the workspace is empty. The claims team must not be left behind.
Themes
Current to 9 Oct 26Theme
Connector ownership and rollout order
Importance
neutral
Sentiment
neutral
Voice
decision-maker
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Abi to send written read-only access for the CRM and shared mailboxes and ring the claims supplier the next day.
- Zoe to confirm the finance contact and which team gets training first.
- Callie to send the setup note with the permissions list and a secure link for credentials.
Risks
Current to 9 Oct 26- The claims system may need a paid change from its supplier, which Zoe has not agreed to.
- Only Zoe and Abi use the workspace, and Zoe expects others to drop off if it feels empty.
- Zoe is time-pressed during the landlord renewals season, so decisions may slip.
Opportunities
Current to 9 Oct 26- Both account executives and claims fit within the forty Growth licences, so the rollout needs no extra seats.
- A plain-words answer on Snowflake data residency gives Zoe something to take to the partners.
Transcript
Callie Brennan NoneHello, can you both hear me alright? I can see Zoe, I think Abi's just coming in.
Zoe Kendrick NoneLoud and clear. Morning, Callie. Abi's on, I can see the little icon, she's just sorting her headset.
Abi Coombes NoneMorning. Sorry, the laptop decided to update itself. Can you hear me?- Callie Brennan NoneYes, perfect. No problem at all. Right, so let me tell you what I'd like to do with the time. Before we switch on the refresh, I want to walk through the connectors we promised in the order form, agree who owns each one on your side, and then put a date against every step. Does that suit?
- Zoe Kendrick NoneFine by me. Can I just say what's on fire first? We're stretched this month, renewals season for the landlord book, so I can give you the forty minutes and then I'm gone.
- Callie Brennan NoneUnderstood, we'll keep it tight. What I need from your side is mostly Abi's time, and a decision from you on which team goes first.
- Zoe Kendrick NoneAccount executives first. Then the claims team. Quick question though, can the claims team see it from day one, or is that a later phase?
- Callie Brennan NoneBoth teams can be in from the start, you've got forty users licensed on Growth, so there's plenty of room. The only question is what data they'd find when they log in. If the claims system isn't connected yet, they'd be asking questions of an empty room.
- Zoe Kendrick NoneRight. Yeah. That makes sense.
- Abi Coombes NoneSo the claims system is the awkward one. It's an older platform, and I'd need to check whether it lets me create a read-only account without going back to the supplier.
- Callie Brennan NoneGood, that's exactly the sort of thing I want out in the open now. Let's go through them in order. First the CRM, where the account executives keep their pipeline and client notes. Who administers that today?
- Abi Coombes NoneMe. I can create an integration user and give you a token. I'd want it read-only, mind.
- Callie Brennan NoneRead-only is all we ever need. And I'll say this plainly, I don't start a connector without the access in writing. So an email from you with the account name and the permission set is what unlocks it.
- Abi Coombes NoneFine. I'll do that this afternoon, or tomorrow at the latest.
- Zoe Kendrick NoneAbi, tomorrow is fine, nobody's chasing you on that. Callie, what's next?
- Callie Brennan NoneSecond, the mailbox. We'd connect the shared mailboxes the account executives use for client correspondence, not individual inboxes, unless you tell me otherwise. That's a decision for you, Zoe, rather than Abi.
- Zoe Kendrick NoneShared only. I'm not having people's personal emails in there, there'd be a riot. Shared mailboxes for renewals, new business, and the claims inbox.
- Callie Brennan NoneGood. That maps cleanly onto how the brain organises things anyway. Abi, will the mailboxes need an admin consent step on your side?
- Abi Coombes NoneYes, I think so. Someone in IT sets the policy, and that's technically me, but I'd rather read the consent screen properly than click through it.
- Callie Brennan NoneAbsolutely, and I'll send you the exact list of permissions we request, so you can read it before you click anything. Nothing should surprise you.
- Zoe Kendrick NoneWhile you're on that, I should be honest. At the moment it's basically me and Abi poking about in the workspace. The account executives haven't really touched it.
- Callie Brennan NoneYes, I can see that from the usage, it's one or two people a day, which is normal for the first few weeks. Nothing to worry about. It does tell me the training session matters, so people see something useful the first time they look.
- Zoe Kendrick NoneAgreed. They won't use it if it's empty or if it feels like homework.
- Callie Brennan NoneRight. So third, the helpdesk or ticketing side. Do the claims team log client queries anywhere other than the claims system?
- Zoe Kendrick NoneMostly in the claims system, and a lot of it in email, honestly. Some on a shared spreadsheet that I would rather nobody mentioned.
- Abi Coombes NoneWhich I can't connect, can I?
- Callie Brennan NoneIf the spreadsheet lives in your document storage, yes, we can read it as a file source. It's not elegant, but it works. I'd rather get the claims system and the mailboxes in first and then see how much the spreadsheet adds.
- Zoe Kendrick NoneSensible. Let's park the spreadsheet.
- Callie Brennan NoneParked. Fourth, finance. The order form lists the accounting system as one of the connectors, so that's invoices and payments, read-only again. Who owns that?
- Zoe Kendrick NoneThat'd be our finance team. I'll ask them, but I'd want to be on the email so I can see what they're giving you.
- Callie Brennan NoneOf course. I'll write it so that someone who isn't technical can say yes to it. What I need is a named person in finance, and the same written access as the others.
- Abi Coombes NoneCan I ask about the Snowflake side? Because I keep getting asked whether our data leaves the building.
- Callie Brennan NoneGood question, and it's worth being able to answer it. The brain runs inside your own Snowflake account. So the data lands there, under your controls, and BB-Demo works within it. It isn't copied out to some shared platform.
- Abi Coombes NoneOkay. That's the sentence I needed. Thank you.
- Zoe Kendrick NoneWrite that down for me, Abi, I'll want it for the partners.
- Callie Brennan NoneI'll put it in the setup note too, in plain words, so you can forward it as it is.
- Abi Coombes NoneLovely.
- Callie Brennan NoneNow the timings. If your access emails reach me by the end of this week, I can have the CRM and the shared mailboxes connected next week, and the first refresh the week after. The claims system depends on what Abi finds out about that account.
- Abi Coombes NoneI'll ring the supplier tomorrow. If they say it's a paid change, I'll come back to Zoe before I do anything.
- Zoe Kendrick NonePlease do. Don't commit us to anything, I'd need to look at it.
- Callie Brennan NoneThat's fair. And if the claims system is slow, we don't hold up the rest. The account executives get their value from the CRM and mailboxes first, then claims follow.
- Zoe Kendrick NoneYeah. Yes. I'm comfortable with that, as long as the claims team aren't forgotten.
- Callie Brennan NoneThey won't be. I'll write it into the plan as a dated item, with Abi's name against it.
- Abi Coombes NoneOne more practical thing. Who do I send the credentials to? Not in the email body, I hope.
- Callie Brennan NoneNot in the body, no. I'll send you a secure link for the secrets, and the email just says what they are for. I'll do that straight after this call.
- Zoe Kendrick NoneSorry, Callie, I'm going to have to drop in a couple of minutes, the broker next door is waving at me. Can you recap the actions?
- Callie Brennan NoneOf course. Abi: written access for the CRM and the shared mailboxes by the end of the week, and a call to the claims supplier tomorrow. Zoe: confirm the finance contact, and which team goes first for the training. Me: the setup note with the permissions list, and the secure link, today.
- Zoe Kendrick NoneThat's it. Account executives first. Thanks, Callie, speak soon.
- Abi Coombes NoneCheers. I'll get those emails to you.
- Callie Brennan NoneBrilliant, thank you both. Have a good week.
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