Saltdean Hart Insurance Brokers / BG-Demo – Training
Callcompleted
Saltdean Hart Insurance Brokers · 27 Jan 2025 15:00
Training call on 27 Jan 2025 with Abi Coombes, Sinead Maguire and Paul Ottaway. A sceptical Paul was won over by traceable answers and time saved; open items are claim ages, history depth and wider seat uptake.
What was said
What this says
As at Fri 9 Oct 2026Training call on 27 Jan 2025 with Abi Coombes, Sinead Maguire and Paul Ottaway. A sceptical Paul was won over by traceable answers and time saved; open items are claim ages, history depth and wider seat uptake.
What happened: Callie Brennan trained the group on chat, search, saved pages and the dashboards builder. Paul tested it on a landlord client and found it returned most of what he knew.
Customer view: Sinead valued answers that carry their sources and found similar fleet claims quickly. Paul expects search to save about twenty minutes a week and said he came in doubting.
Commercial: Use is so far mostly Paul and Sinead's team against forty named licences, so there is headroom to add account executives. Dashboards show Growth features being used.
Watch: Open claim ages look wrong, probably from reopened claims, and Abi must confirm how far back claims history goes.
Themes
As at Fri 9 Oct 2026Theme
Growth training and adoption
Importance
praise
Sentiment
positive
Voice
user
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Sinead to send Callie the two claims with odd ages so the mapping can be checked, including a reopened date field.
- Abi to confirm this week how far back the claims history goes and tell Sinead.
- Paul to talk to his team about who comes on, with Abi adding seats and Callie running a short session.
Risks
As at Fri 9 Oct 2026- Open claim ages look wrong on some claims, which could erode Sinead's trust if the mapping is not fixed.
- Older claim notes may be missing if they did not come through the export, and the depth of history is unconfirmed.
- Use is concentrated in Paul and Sinead's team, with few other seats taken.
Opportunities
As at Fri 9 Oct 2026- More account executives could be added within the forty named-user licence.
- Saved pages and nightly dashboards give a visible value case for the renewal.
Transcript
Callie BrennanHello everyone. Can you all see my screen? Give me a thumbs up or just say.
Paul OttawaySeeing it fine. Afternoon, Callie.
Sinead MaguireYes, I can see it. Sorry, I'm in a meeting room with the door not quite shutting, so apologies for any noise from the corridor.
Abi CoombesAfternoon all. I'll mostly be listening and fixing things if they break. If anything doesn't load, shout.- Callie BrennanBrilliant, thanks. So the plan for the next hour or so, and I'll do this in order. First, a quick tour of where things live. Then asking the brain questions, which is what most of you will do every day. Then search and pages. Then, near the end, a look at the dashboards builder, because you're on Growth and it's there for you to use. Please interrupt, I'd much rather you do.
- Paul OttawayWill do. I should say I'm sceptical by nature, so I'll want to see it get something right that I already know the answer to.
- Callie BrennanThat's the best way to test it, honestly. Pick a client you know well and ask something you can check. We'll do that in a few minutes.
- Callie BrennanSo this is the home screen. Chat is on the left, search along the top, and pages sit under your name. Everything you see has been built from the sources Abi connected during onboarding, and it all runs inside your own Snowflake account.
- Sinead MaguireQuick one, before you go further. When it says something, can I see where it got it from? I can't use an answer I can't trace, in claims.
- Callie BrennanYes. Every answer carries its sources underneath. I'll show you in a second. That's something I'd encourage everyone to get into the habit of: look at the source before you repeat the answer to a client.
- Sinead MaguireGood. That's a relief.
- Callie BrennanPaul, pick a client for me. Someone whose history you know.
- Paul OttawayOkay. There's a landlord client I've looked after for a long time, a portfolio of let properties. I'll type that in. Can you just say what to ask?
- Callie BrennanTry something plain. What have we discussed with them over the last year, and is anything outstanding? Write it the way you'd say it to a colleague.
- Paul OttawayRight. Typing it. Mm, and it's thinking.
- Paul OttawayWell. That's... actually most of it. It's got the renewal conversation, the question about a new property being added, and the thing about cover for void periods. It's missed a phone call I had, but I'm not sure that one was logged anywhere.
- Callie BrennanThat's the pattern. It can only know what's been written down somewhere it can read. If the call was never logged, it can't see it. That's not the brain being wrong, it's a gap in the record, and it's worth knowing about.
- Paul OttawayFair. Though that's a bit of a nudge for us to log things, isn't it.
- Callie BrennanIt is, and people usually find it's the biggest side effect of using it. Notes get better because someone sees them being used.
- Abi CoombesCan I add something? When Paul asked that, it pulled from the CRM and the mailboxes. If a connector is down it will say so in the answer, so people shouldn't read an empty answer as there being nothing there.
- Callie BrennanThat's a good point, Abi, thank you. An empty answer is worth a second look. Check the source list, and if something looks missing, tell Abi.
- Callie BrennanSinead, let's try one for claims. What would you like to know that normally takes you a while to find?
- Sinead MaguireHm. Okay. A common one is, what happened the last time we had a claim like this one. Same sort of policy, same sort of loss. Normally I ask around the team and somebody half remembers.
- Callie BrennanPerfect. So we phrase it as a question about similar cases. Let me type it with you. Show me similar claims on commercial motor fleets and how they were settled.
- Sinead MaguireGo on then.
- Sinead MaguireOh, that's interesting. It's given me a handful of them, with the notes. I recognise two of those. Can I open that one?
- Callie BrennanClick the source link and it takes you to the original note. There. Is that the one you remember?
- Sinead MaguireThat's the one. And it's correct about how it was settled. I would have taken ages to get that.
- Paul OttawaySinead, I'd like to steal that one for the fleet clients. Can you save it somewhere I can reuse it?
- Callie BrennanYou can. That's the next thing I wanted to show. Anything that works well, you can save as a page, and share it with the team. It's called pages. Let me do it with Sinead's question.
- Callie BrennanSo I click save as page, give it a plain name, and choose who can see it. I've named it similar claims on fleets. I'll share it with the claims team and with Paul. Done.
- Paul OttawayGot it. It's showing up on my side. That's handy.
- Abi CoombesOne thing from the admin side. Do people need to be told not to share things outside the group? I don't want a page about a client going to someone who shouldn't see it.
- Callie BrennanSharing is only to people in your own organisation, and it follows the access you've set. If you've given someone limited access, they'll see limited results. If you ever want to check, the admin view lists who can see each page.
- Abi CoombesGood, I'll have a look at that tomorrow and see what the settings look like.
- Callie BrennanNow search, which is different from chat. Search is for when you know roughly what you want and need the thing itself, a note, an email, a document. Chat is for when you want a summary or an answer. Paul, what would you search for?
- Paul OttawaySomething I lose all the time. The wording we used in a quote for a client's cover extension. I know I wrote it, I never know where.
- Callie BrennanType a few words you remember from it. Don't worry about being exact.
- Paul OttawayThere. Three emails, and one of them is the one. Right, that's going to save me about twenty minutes a week. Possibly more.
- Sinead MaguireCan I ask something about the search? Does it find things from before we started using the brain, or only from now?
- Callie BrennanIt finds what's in the sources it's been connected to, whenever it was written. The first refresh brought in the history, and each night it picks up what's new.
- Sinead MaguireLovely. So the older claim notes are in there too.
- Abi CoombesOnly those that came through the export. I'll check the oldest ones are covered. I'll come back to you on that, Sinead.
- Sinead MaguireThanks Abi. That's the one thing I'd want to be certain of.
- Callie BrennanGood, so a small action there. Abi, can you confirm how far back the claims history goes and tell Sinead? That's something I'll put in the notes.
- Abi CoombesYes. I'll do it this week.
- Callie BrennanRight. Dashboards. This is the part that's included because you're on Growth. It lets you build a view of numbers you care about and keep it, instead of asking the same question every Monday.
- Paul OttawayWhat I'd want is a list of my renewals coming up, by size, with the last contact against each. Is that something it can do?
- Callie BrennanThat maps cleanly, because renewals and last contact are both in the CRM. Let me build it with you. I add a table, choose renewals, add a column for last contact, sort by size.
- Callie BrennanThere it is. And I can set it to refresh each night, so it's always current when you open it.
- Paul OttawayThat's useful, that is. I do that on a spreadsheet at the moment and it's out of date by lunchtime.
- Sinead MaguireCould I have the same, but for open claims by age? Something I can look at at the start of the day.
- Callie BrennanYou can, and I'd suggest you build it yourself, because then you own it. Try it now while I'm here. Add a table, choose open claims, and sort by age.
- Sinead MaguireRight. I've got something. It's showing them, but the age looks odd on a couple. They say much older than I'd expect.
- Callie BrennanGood catch. Before I say anything, I'd want to check that, because I'm not going to say it's fine when I haven't looked. Can you share your screen, or tell me the claim?
- Sinead MaguireI'll send you the two. Probably it's that they were reopened, so the date it's counting from is the original one.
- Callie BrennanThat's very plausible. If so, we'd want a second date field for reopened. Send me them and I'll look at the mapping.
- Sinead MaguireWill do after the call.
- Callie BrennanBrilliant. Is there anything else you want to try while we're all here? We've still got a bit of time.
- Paul OttawayCan I ask how many of us can use it? I know it's forty licences, but I'm not clear whether that's forty at once or forty named people.
- Callie BrennanForty named users on the licence. It isn't concurrent. Abi manages who has a seat, so if somebody leaves, she can move it across.
- Abi CoombesYes, I do that in the admin screen. At the moment we've only got a few people on it, so there's plenty of room.
- Paul OttawayWe should get more of the account executives on. Right now it's mostly me and Sinead's lot. I'll talk to the team.
- Callie BrennanI'd encourage that. And if you do, ask Abi to add them, and I'll do another short session for whoever joins. Five minutes' demonstration from you, as a colleague, will do more than an hour from me.
- Sinead MaguireThat's true. We'll listen to Paul more than we'd listen to anyone else.
- Paul OttawayCheeky. Though yes, probably.
- Callie BrennanRight, let me finish by saying what happens next. I'll send the two claim examples to myself to look at, once Sinead sends them. Abi checks how far back the claims history goes. Paul, you'll talk to your team about who comes on. And I'll send a short guide to everything we did today, with the saved pages named.
- Abi CoombesThat covers it for me. Thanks Callie, it's been properly useful.
- Paul OttawaySame from me. Good session. I came in doubting, I'll say that.
- Sinead MaguireAnd from me. I'll send those two claims in a few minutes.
- Callie BrennanLovely, thank you all. Thanks, Callie, and speak soon. Bye for now.
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