Saltdean Hart Insurance Brokers / BB-Demo – Check In
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Saltdean Hart Insurance Brokers: documents · 2025-03-24 16:00
On 24 Mar 2025 Zoe Kendrick said her managing lead Nigel keeps asking what BB-Demo delivers. Usage is up but six or seven daily users on forty seats leaves headroom. A one page value summary is planned for next month's review.
What was said
What this says
Current to 11 Oct 26On 24 Mar 2025 Zoe Kendrick said her managing lead Nigel keeps asking what BB-Demo delivers. Usage is up but six or seven daily users on forty seats leaves headroom. A one page value summary is planned for next month's review.
What happened: Esther Quaye reported one closed how-to ticket, connectors loading normally and daily users nearly four times the earlier level. Esther also confirmed nothing overdue on the Growth contract.
Customer view: Zoe challenged six or seven users out of forty seats and said claims staff still ask her instead of the brain. She wants something simple to show Nigel, who is not on the call.
Commercial: this is a value case before renewal, not a money problem. Esther will put usage, question themes and real stories on one page and invite Nigel to the quarterly review.
Watch: Zoe said Nigel never signs anything without a conversation first. Two account executives are off and the team is stretched, so adoption by claims rests on Zoe.
Themes
Current to 9 Oct 26Theme
Value case before renewal
Importance
renewal
Sentiment
mixed
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Esther sends Zoe the claims team question themes and a short anonymised write-up.
- Esther books the quarterly review and invites Nigel with a one page usage and value summary.
Risks
Current to 9 Oct 26- Nigel, who decides, wants a bottom line and the value case does not yet exist.
- Six or seven daily users on forty seats may look weak, and claims staff still ask colleagues instead of the brain.
Opportunities
Current to 9 Oct 26- Growth seat headroom lets BB-Demo extend adoption to the claims team.
- Real stories such as the landlord review complaint history give a concrete value example.
Transcript
Zoe Kendrick NoneHi Esther, can you hear me all right? I've got the headset on and the whole office is making noise behind me.
Esther Quaye NoneHi Zoe, yes, loud and clear. Good afternoon. How's your Monday going?- Zoe Kendrick NoneDon't ask. Well, you can ask. We've got a motor fleet renewal that's gone a bit sideways and two of the account executives are off, so we're stretched this month. But that's not your problem, sorry.
- Esther Quaye NoneNo, that's what the check-in is for. I'm just glad you could make the time at all. Shall I start with where we are on tickets, just so we're aligned?
- Zoe Kendrick NonePlease. Go on.
- Esther Quaye NoneSo there's only one ticket in the last month. It came from someone on the claims team, a how-to about saving a search so she could rerun it each morning. Support walked her through it, I've logged that as closed, and nothing is high priority or waiting on us.
- Zoe Kendrick NoneYes, that was Callum's... no, sorry, not Callum. One of the claims handlers. She mentioned it. She was thrilled actually. She said it saved her about half an hour a morning.
- Esther Quaye NoneThat's lovely to hear. And that's really the bit I wanted to get into. Usage has gone up quite a lot since the last quarter. You're nearly four times where you were in terms of people actually logging in on a typical day.
- Zoe Kendrick NoneFour times? Right. Well, we did start from a low base, to be fair. When we went live it was really me and a couple of the account executives poking around.
- Esther Quaye NoneFair, and I'd say that's normal. The first couple of months are always the champion and a few early adopters. What I'm seeing now is a spread. It's still only six or seven people on a typical day, but it's a wider group, and that's the part that tends to stick.
- Zoe Kendrick NoneMm. Quick question, though. You've got forty licensed seats on our side, haven't you? Six or seven out of forty doesn't sound brilliant.
- Esther Quaye NoneIt's a fair challenge. Forty is what Growth includes, and you're not near the limit, so there's no cost pressure. I'd read it as headroom rather than a problem. The question is who else should be using it.
- Zoe Kendrick NoneWell, honestly, the claims team. That's what I bought it for, along with the account executives. Can the claims team see it properly? Because at the moment I think it's a couple of them and the rest still ask me or ask each other.
- Esther Quaye NoneRight, so they can all see it. They've got access to the same pages and the chat. It's more about habit than permissions. What tends to work is picking the one question they ask most often and showing them how to put it to the brain, rather than a big training session.
- Zoe Kendrick NoneWhat's the question, though? That's my problem. I can't think what they ask most. Everything's urgent.
- Esther Quaye NoneI can look at that, actually. The questions asked in the brain give us a decent picture, and I can pull out the themes from the claims team's side and send them to you. I've logged that as an action for me.
- Zoe Kendrick NoneThat'd be great. And it'd help me persuade the account executives as well, because I think half of them think it's a thing for the claims team and the other half think it's a thing for me.
- Esther Quaye NoneHa, that's a very common split. Do you want to talk about the account executives for a minute? Because what I'm seeing is that the ones who are using it are using it before client meetings, pulling up the history and the latest emails.
- Zoe Kendrick NoneYes, that's the one. One of them told me she walked into a landlord review last week and knew about a complaint from two years ago that she'd never have found otherwise. The client was quite impressed.
- Esther Quaye NoneThat's exactly the sort of story worth sharing round. If you're happy, I could write it up in a couple of lines, anonymised, and you could drop it into whatever your team uses for updates.
- Zoe Kendrick NoneDo. Please do. Anything that's not me nagging.
- Esther Quaye NoneRight, I'll do that. Now, on the connector side, everything's loading as it should. Nightly refresh is landing before the working day and I haven't seen anything flat or stuck. Has anything changed on your systems? New tool, moved anything?
- Zoe Kendrick NoneNot that I know of. We've been talking about moving our shared files somewhere else at some point, but nothing's decided. And honestly I wouldn't have the time this quarter.
- Esther Quaye NoneThat's fine. If it does move, just tell me before it happens and I'll make sure the connection isn't left pointing at the old place. That's usually what catches people out.
- Zoe Kendrick NoneWill do. I'll shout.
- Esther Quaye NoneLovely. Is there anything on your list you wanted to raise? Anything you'd like the brain to do that it isn't?
- Zoe Kendrick NoneOne thing, and it's a bit vague. Nigel keeps asking me what we're getting for it. Not in a bad way. He just likes a bottom line. I'd like something I can show him that's simple.
- Esther Quaye NoneYes, I think that's sensible, and it ties in with the quarterly review we've got coming up next month. I'd suggest we put usage, the questions the teams are asking and a couple of those real stories on one page. If Nigel wants to join the review, even for ten minutes, that would be ideal.
- Zoe Kendrick NoneHe'll say he'd rather have a ring from me than read anything, but I'll get him on the call. He never signs anything without a conversation first.
- Esther Quaye NoneThat's absolutely fine. I'll keep it short and plain for him. Just so we're aligned, the contract's on Growth at thirty-nine thousand six hundred a year, and that's what's been invoiced, so there are no surprises on the money side.
- Zoe Kendrick NoneGood. Nothing overdue on our side, is there? Finance would have told me.
- Esther Quaye NoneNothing overdue, no. Everything's paid up to date.
- Zoe Kendrick NoneBrilliant. Right, I've got to dash, there's a client waiting on a callback and I never let a client wait. Thanks, Esther, this was useful.
- Esther Quaye NoneOf course. So I'll send you the claims themes and the short write-up, and I'll get the review into the diary. Speak soon, Zoe. Many thanks.
- Zoe Kendrick NoneCheers. Bye.
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