Saltdean Hart Insurance Brokers / BB-Demo – Check In
Callcompleted
Saltdean Hart Insurance Brokers: documents · 2025-07-24 13:45
Check-in with Zoe Kendrick. No tickets or open invoices, just over eight daily users against forty seats, and a one-page usage summary requested for Nigel Ferris ahead of the 22 Nov 2025 renewal.
What was said
What this says
Current to 11 Oct 26Check-in with Zoe Kendrick. No tickets or open invoices, just over eight daily users against forty seats, and a one-page usage summary requested for Nigel Ferris ahead of the 22 Nov 2025 renewal.
What happened: Esther Quaye checked in with Zoe Kendrick. No tickets were open or raised in the last month, and no invoices were outstanding.
Customer view: Zoe said no one has complained and that she wishes they used the brain more. The only irritation was search being a bit slow first thing sometimes.
Commercial: Usage is just over eight active people a day against forty licensed seats, mostly the claims team. The renewal date is 22 Nov 2025, and Nigel will want a call, set up by Priya Raman with Esther joining.
Watch: Account executive use is patchy because some keep notes in their own notebooks. Zoe asked for the walkthrough after people are back from leave, not this month.
Themes
Current to 9 Oct 26Theme
Usage and renewal preparation
Importance
renewal
Sentiment
positive
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Esther Quaye to email a summary of the call, the walkthrough idea and the renewal timing the same day.
- Esther Quaye to write a one-page usage summary for Nigel Ferris, framed around claims queries answered faster.
- Priya Raman to set up the renewal call with Nigel Ferris, with Esther Quaye joining on usage.
Risks
Current to 9 Oct 26- Eight daily users against forty licensed seats leaves the value case dependent on usage growth.
- Nigel Ferris will not sign without a call, and Zoe Kendrick is stretched with leave and renewals building up.
Opportunities
Current to 9 Oct 26- A walkthrough for account executives could widen use beyond the claims team.
- Notes recorded by account executives would give the claims team more to find and strengthen the case.
Transcript
Esther Quaye NoneHello, Zoe, can you hear me all right?
Zoe Kendrick NoneYes, loud and clear. Hi Esther. Sorry, I've literally just come off another call, give me a second to close the door.- Esther Quaye NoneNo rush at all. Good afternoon, by the way. How's the week been treating you?
- Zoe Kendrick NoneBusy. Hot, too, the fans in the office aren't doing anything. We're stretched this month, to be honest, a couple of people on leave and the commercial renewals starting to build up. So if I look a bit frazzled, that's why.
- Esther Quaye NoneYou look perfectly calm from here. Well, I'll try to keep this tidy. Just so we're aligned, I thought I'd start with the open tickets, and the short version is there aren't any. Nothing open, and nothing raised in the last month either. I've logged that, but I wanted to check it matches what you're seeing on your side.
- Zoe Kendrick NoneThat matches. Nobody's moaned at me, which in this job is the best sign you can get.
- Esther Quaye NoneHa, fair enough. And no invoices outstanding on our side either, so that's all clean.
- Zoe Kendrick NoneGood. Our finance lady would have told me otherwise.
- Esther Quaye NoneSo, usage. I've been looking at the last quarter and the picture is steady, a little better if anything. On average you've got just over eight people active on a normal day, which is up a touch on the quarter before. You've got forty seats licensed, so there's quite a bit of room left.
- Zoe Kendrick NoneRight. Yeah. Eight out of forty. I know, I know. It's not great when you say it like that.
- Esther Quaye NoneNo, I'm not saying it as a criticism, honestly. It's moving in the right direction. I'm more interested in who those eight are. From what I can see it's mostly the claims team, and a few of the account executives dipping in.
- Zoe Kendrick NoneThat sounds right. The claims team love it for pulling up the history on a client before they ring them back. They used to go hunting through three places. Now they ask it and it just comes up.
- Esther Quaye NoneThat's exactly the use we hoped for. And the account executives?
- Zoe Kendrick NonePatchy. Some of them are great, they log everything, they'll ask it what was said at the last renewal. Others, and I won't name names, they keep things in their own heads and their own notebooks. So there's not much for it to find.
- Esther Quaye NoneMm, that's a really common pattern, and it's not about the tool. The brain is only as good as what's flowing into it. Quick question back, though. Would it help if I ran a short walkthrough for the account executives? Twenty minutes, nothing heavy, just showing them what the claims team gets out of it.
- Zoe Kendrick NoneQuick question first, can the claims team see what the account executives have written? Because that's the bit that would make the others want to join in.
- Esther Quaye NoneYes. If the notes and the calls are in the sources we connected at the start, they're all in the same place for everyone who has a seat. So the more the account executives record, the more the claims team can see. It's a bit of a virtuous circle.
- Zoe Kendrick NoneThen yes, please. But not this month, honestly. If you can do it once people are back from leave.
- Esther Quaye NoneOf course. I'll put something in the diary for after the summer, I won't pin it down until I've heard from you on dates. I've logged that as an action on my side.
- Zoe Kendrick NoneLovely.
- Esther Quaye NoneWhile I have you, the other thing I wanted to flag is timing. Your contract runs to November, and the renewal date is 22 Nov 2025. That feels a long way off, but with the way these things go I'd like us to have a proper conversation about it nearer the time, well before the notice period.
- Zoe Kendrick NoneOkay. Right. Yes, I'm aware, it's on my list. Nigel will want a call about it, mind. He won't just sign something that arrives in his inbox.
- Esther Quaye NoneUnderstood, and that's fine. Priya Raman looks after the commercial side for us, so she'd be the one to set that up with him, and I'd join to cover how it's been used. I'd just rather we weren't having that call in a rush.
- Zoe Kendrick NoneNo, agreed. And you know, if the numbers on usage keep creeping up, that makes my case to him a lot easier. He asks about the bottom line, always.
- Esther Quaye NoneThat's useful to know. So what would be most helpful for you to take to him? A short usage summary, what the claims team are getting out of it, that sort of thing?
- Zoe Kendrick NoneShort is the key word. One side of a page. He doesn't read anything longer.
- Esther Quaye NoneOne side, got it. I'll write it plainly, no jargon. And anything particular you'd like me to put in, like claims queries answered faster?
- Zoe Kendrick NoneYes, that. Anything about client complaints, how quickly we can get to the file. That's what he cares about. The clients come first, he says it about twenty times a day.
- Esther Quaye NoneRight, I'll frame it round that. Is there anything at all that's been annoying you, even small things? Not ticket-worthy, just irritating.
- Zoe Kendrick NoneNot really. Search is a bit slow first thing sometimes, but it's been fine. I'd say if anything it's the other way round, I wish we used it more.
- Esther Quaye NoneThat's a good problem to have, honestly. I'll follow up by email today with the summary of this call, the walkthrough idea and the renewal timing, so you've got it written down.
- Zoe Kendrick NonePerfect. Thanks, Esther. Sorry to rush off, I've got a client waiting on a callback.
- Esther Quaye NoneGo, go. Many thanks, Zoe, speak soon.
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