Saltdean Hart Insurance Brokers / BB-Demo – Qbr
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Saltdean Hart Insurance Brokers: documents · 2025-04-22 12:15
Quarterly review with Head of Operations Zoe Kendrick and Managing Director Nigel Ferris. No tickets, usage roughly doubled, and Nigel wants a phone call before signing the renewal on 22 Nov 2025.
What was said
What this says
Current to 11 Oct 26Quarterly review with Head of Operations Zoe Kendrick and Managing Director Nigel Ferris. No tickets, usage roughly doubled, and Nigel wants a phone call before signing the renewal on 22 Nov 2025.
What happened: Esther Quaye ran the QBR with Zoe Kendrick and Nigel Ferris. No tickets were open, and about seven people use the brain on a typical day, close to double the previous quarter.
Customer view: Nigel asked for the bottom line. Zoe said one claims handler saves about half an hour each morning, and Esther noted this is reported rather than measured.
Commercial: The customer is on Growth at £39,600 a year, matching invoices and fully paid. The contract runs to 21 Nov 2025, with renewal on 22 Nov 2025, and Nigel does not sign without a call.
Watch: Account executives are still a smaller group of users. Zoe wants a renewals view, which fits the Growth dashboards builder.
Themes
Current to 9 Oct 26Theme
Growth QBR and renewal timing
Importance
renewal
Sentiment
positive
Voice
decision-maker
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Esther Quaye to propose a twenty minute session for the account executives at the start of their weekly meeting.
- Esther Quaye to add the new starters when Zoe Kendrick sends names and to sketch the renewals view with her.
- Esther Quaye to arrange a phone conversation with Nigel Ferris about the renewal well ahead of the autumn.
Risks
Current to 9 Oct 26- Nigel Ferris will not sign without a phone call, so the renewal on 22 Nov 2025 needs an early conversation.
- Account executives are a smaller user group and some have not had time to try the brain.
Opportunities
Current to 9 Oct 26- Claims team usage is rising, with new starters coming that can be added within the 40 licensed Growth users.
- A renewals view built with the Growth dashboards builder would show investment by the customer.
Transcript
Esther Quaye NoneHello, hello. Can everyone hear me? I can see Zoe, and I think that's Nigel coming in now.
Nigel Ferris NoneHello, hello. Yes, I'm here. Is it the thing with the little picture of me? Zoe's got me sitting in her office, so forgive the background.
Zoe Kendrick NoneHe wouldn't use his own laptop. We've squeezed in. Hi Esther.- Esther Quaye NoneHi both. Lovely to have you together. Nigel, thank you for joining, I know you're not a fan of these things, so I'll keep it as tight as I can.
- Nigel Ferris NoneNot at all. Very kind. How's the weather with you? We've had sun all week down here, you'd think it was summer. Good for the clients, they're out and about.
- Esther Quaye NoneBright here too, thankfully. Right, so just so we're aligned on what this is: it's the quarterly review. I'll cover how the team's been using the brain, what it's doing for you, anything open, and then what's next. Zoe, anything on fire before I start?
- Zoe Kendrick NoneOnly the usual. A couple of renewals are tight, but nothing to do with you. Go ahead.
- Esther Quaye NoneLovely. Open tickets first, because it's the quickest. There are none. Nothing open, nothing in the last month, so there's nothing waiting on us or on you.
- Nigel Ferris NoneThat's good, isn't it? No news is good news. That's what I always say.
- Esther Quaye NoneIn this case I think so. I'd normally want to check that quiet isn't people giving up, but the usage points the other way. On a typical day you've got around seven people in the brain. That's getting on for double where you were last quarter.
- Zoe Kendrick NoneThat's the claims team mostly. We got a few more of them going after we spoke last time. Esther sent me the common themes and I put them in front of the handlers.
- Esther Quaye NoneYes, and that did help. What I'm seeing in the questions is a lot of look-ups on a policyholder's history, past claims, and what's been said in emails. Those are the claims queries Zoe mentioned wanting answered fast.
- Nigel Ferris NoneCan I stop you there? Sorry, Esther. What's the bottom line? Is it saving us anything?
- Esther Quaye NoneNo, that's exactly the right question, Nigel. I'll give you the plain version. The team used to piece together a client's history from three or four places before a call. They now ask once. People tell me it saves them time every day, and the claims handlers are the clearest example.
- Zoe Kendrick NoneI can back that up. One of the handlers said she saves about half an hour each morning. I'm not making that up, Nigel, she told me herself.
- Nigel Ferris NoneHalf an hour a morning. Hm. That's a few hours across the team in a week, isn't it? Without being too clever about it.
- Esther Quaye NoneIt adds up, yes, and I'd rather not put an exact number on it, because it's reported rather than measured. But the direction is clear.
- Nigel Ferris NoneFair enough. I like that you said that.
- Esther Quaye NoneThank you. Now, Zoe, one thing I wanted to raise is the account executives. They're a smaller group in the numbers so far. Are they finding it useful before client meetings?
- Zoe Kendrick NoneSome are. The ones who've tried it won't go back. The rest haven't had time. We're stretched, Esther, I keep saying it. I can't make people sit through training.
- Esther Quaye NoneNo, and I'm not asking you to. What about a twenty minute session, not a training day, just on a call, where I show them one real client and what the brain pulls up? Short and practical.
- Zoe Kendrick NoneTwenty minutes I could probably sell. If it was at the start of their weekly meeting so nobody has to find extra time.
- Esther Quaye NoneThat works well for me. I'll look at what the account executive meeting looks like and propose a slot. I've logged that.
- Nigel Ferris NoneSorry, I'll be honest, I'm lost on the detail of all this. Is it all the same system or are we talking about separate things? I don't need the technology, just whether it hangs together.
- Esther Quaye NoneIt hangs together, Nigel. One place your people ask questions, and it draws on your customer records, emails and calls. That's all you need to know, honestly. I'll take care of the rest.
- Nigel Ferris NonePerfect. That's the sort of answer I like.
- Zoe Kendrick NoneQuick question while we're here. Can the claims team have more people on it? We've got a couple of new starters coming in and I don't want to hit some limit.
- Esther Quaye NoneYou've got forty licensed users on Growth and you're nowhere near that. So new starters can just be added, there's no extra cost involved. Send me their names when they've joined and I'll get them set up.
- Zoe Kendrick NoneBrilliant. That's one less thing.
- Esther Quaye NoneNow, on the commercial side, just so everybody has it in front of them. You're on Growth, contracted at thirty-nine thousand six hundred a year, which matches what's been invoiced, and it's all paid up. The contract runs to 21 Nov 2025, with renewal on 22 Nov 2025.
- Nigel Ferris NoneNovember. Right. Plenty of time then. I'd want to have a proper chat nearer the time, Esther. Give me a ring, we'll do it properly. I don't sign anything without a call.
- Esther Quaye NoneCompletely understood, and that's what we'll do. I'd suggest we start that conversation well ahead of the autumn so nobody's rushing. I'll make sure it's a call and not a pile of paper.
- Nigel Ferris NoneGood girl. Sorry, old habit. Good, thank you.
- Esther Quaye NoneNo problem at all. Zoe, anything you want to see more of in the next quarter? Anything the brain doesn't do yet that would help you?
- Zoe Kendrick NoneA thing I'd love is a simple view for me, for the renewals, so I can see what's coming up and which clients we've not spoken to in a while. The clients come first, but I can't chase what I can't see.
- Nigel Ferris NoneThe clients come first, that's it exactly.
- Esther Quaye NoneThat's a good use for the dashboards that come with Growth. I can sketch one out with you, using the data that's already connected, and you can tell me whether it's what you meant. I won't promise the shape of it until we've looked at what's there.
- Zoe Kendrick NoneThat's fine. A sketch is all I need.
- Esther Quaye NoneLovely. So to wrap up, so we're aligned. One, I'll book twenty minutes with the account executives. Two, I'll add the new starters when you send names. Three, I'll sketch the renewals view with Zoe. And we'll speak about the renewal properly nearer the time, by phone, Nigel.
- Nigel Ferris NoneSplendid. Thank you, Esther. Very clear. Regards to the team.
- Zoe Kendrick NoneThanks, Esther. That was shorter than I feared, which is a compliment.
- Esther Quaye NoneI'll take it. Speak soon, both of you. Many thanks.
- Nigel Ferris NoneCheers now. Bye.
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