Saltdean Hart Insurance Brokers / BB-Demo – Renewal
Callcompleted
Saltdean Hart Insurance Brokers: documents · 2025-10-06 10:00
Renewal call on 6 Oct 2025. Managing Director Nigel Ferris questions paying for 40 seats with about eight active users and would sooner let the term end than carry on as is. He wants a decision by Fri 24 Oct 2025.
What was said
What this says
Current to 12 Oct 26Renewal call on 6 Oct 2025. Managing Director Nigel Ferris questions paying for 40 seats with about eight active users and would sooner let the term end than carry on as is. He wants a decision by Fri 24 Oct 2025.
What happened: Esther Quaye reported no open tickets, invoices paid and about eight active users against 40 licensed. Zoe Kendrick agreed claims use is patchy and the account executives are the real users.
Customer view: Nigel says he has no complaint with the product, but half-used spend is money not spent on clients. If use spreads across the team he is open, and if not he would let it finish at the end of the term.
Commercial: The term ends 21 Nov 2025. Trevor Mayhew sets next year's software budget within a couple of weeks and needs a clear number and term in writing.
Watch: This is a value risk, not a money risk. Priya Raman will send options and ring Nigel with the headlines.
Themes
Current to 9 Oct 26Theme
Renewal value and seat usage
Importance
renewal
Sentiment
mixed
Voice
decision-maker
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Esther Quaye sends session times for the claims team and a written note on notice, access and data at term end.
- Priya Raman sends options to Zoe Kendrick and Trevor Mayhew and rings Nigel Ferris with the headlines.
- Nigel Ferris says where he lands by Fri 24 Oct 2025.
Risks
Current to 9 Oct 26- Nigel Ferris would sooner let the term end than renew as it is, with about eight active users against 40 licensed.
- Claims team adoption depends on Zoe Kendrick finding time, which she could not promise.
- Trevor Mayhew's budget is set within a couple of weeks, so a late offer may miss it.
Opportunities
Current to 9 Oct 26- A smaller footprint or a claims-team rollout option may fit Growth to real use and keep the renewal.
- Esther Quaye's session with the claims team could widen use beyond the account executives.
Transcript
Priya Raman NoneHello, hello. Can you hear me alright? I've got a bit of an echo on my side.
Zoe Kendrick NoneLoud and clear. Nigel's just fetching a coffee, he said to start without him if he's not here.- Priya Raman NoneNo, no, we'll give him a minute. Esther's joining as well, I can see her coming in.
Esther Quaye NoneMorning, everyone. Sorry, my camera's being slow. There we go. Hello Zoe, hello Priya.
Nigel Ferris NoneMorning, morning. Lovely to see you all. Dreadful out there, isn't it? The whole seafront's in fog.- Priya Raman NoneLondon's no better, honestly. Grey all week. Is Trevor with us as well?
Trevor Mayhew NoneI am, yes. Morning. I'll mostly be listening. Zoe asked me to sit in for the finance side of things.- Priya Raman NoneBrilliant, that's really helpful. Right, so, just a quick recap of where we are, to keep momentum. You're on Growth, forty licensed users, and the order form is thirty-nine thousand six hundred pounds a year. The term ends on 21 Nov 2025, and the renewal sits in our system as open, in negotiation, with a target of Friday 24 October 2025 to get it signed off.
- Priya Raman NoneSo what I'd love out of today is to hear what you'd want the next year to look like, and then we make it easy on the paperwork side. Does that work?
- Nigel Ferris NoneFine by me. Though I'll say now, I'm going to ask you what the bottom line is. I always do.
- Priya Raman NoneHa, I'd expect nothing less, Nigel.
- Esther Quaye NoneCan I just run through where the account is first, so we're aligned? Then Zoe and Nigel can tell me if it matches what they see.
- Zoe Kendrick NoneGo on. Quick question first though, is this the usage stuff? Because I did look at it last night and I wasn't thrilled.
- Esther Quaye NoneIt is, yes. So, on the support side, there's nothing open. No tickets in the last thirty days, nothing high priority, and the invoices are all paid, so nothing outstanding there. Trevor, I think that's right from your side?
- Trevor Mayhew NoneThat's right. Everything's been paid on time as far as I can see. Nothing sitting on my desk.
- Esther Quaye NoneLovely. On usage, it's steady. Over the last thirty days we've had an average of about eight active users, which is roughly flat on the quarter before, a touch up if anything. I've logged that. But I'll be straight with you, against forty licensed users that is a small number.
- Zoe Kendrick NoneYeah. Yes. That's fair. I won't dress it up. We're stretched this month, and last month, and, well. The account executives use it. They'll pull up a client's history before a renewal conversation and they like it. That's about eight of them, give or take.
- Nigel Ferris NoneAnd the claims team?
- Zoe Kendrick NonePatchy. I'll be honest. Not many have picked it up. I keep saying I'll get them on a session and then there's a claim, there's always a claim, and it goes. Can the claims team see it, was my question when we bought it, and the answer's yes, they can, they just haven't, much.
- Nigel Ferris NoneSo we've got forty seats and about eight people using it. What's the bottom line on that, Priya?
- Priya Raman NoneI hear you. And look, the eight who use it are the people closest to renewals and revenue, which is where you get the return. But I take the point on the rest of the seats. What I'd like to do is look at what fits you, rather than just roll the same thing forward.
- Nigel Ferris NoneRoll it forward at what price?
- Priya Raman NoneWell, the current paper is thirty-nine thousand six hundred a year. Anything different from that, I'd want to put to you properly, with a date on it, not off the cuff on a call.
- Nigel Ferris NoneMm. Right. Trevor, what's our position on budget? You and I haven't spoken about it.
- Trevor Mayhew NoneWe set next year's software budget over the next couple of weeks. So any decision would need to land before then, ideally. I'd need a clear number and a clear term so I can put it in the right line.
- Priya Raman NoneThat's useful. So if we can get this over the line by the end of the month, that fits your cycle.
- Trevor Mayhew NoneIt would, yes. If it's a renewal as is, it's easy. If it's something else, I'd need to see it written down.
- Esther Quaye NoneCan I suggest something? Before anyone decides, would it help if I ran a short session with the claims team? Just so we're not deciding on eight people when the other users have never really seen it. I can do it on whatever day suits Zoe.
- Zoe Kendrick NoneThat's kind, Esther. It would, I think. The trouble is the time. If I'm honest, I can't promise the team will turn up, they're flat out until, oh, well into next month.
- Esther Quaye NoneThat's fine, I wouldn't want to promise anything either. I'll keep it short, and I'll fit around them. I'll put some times to you in an email.
- Nigel Ferris NoneLet me say where I am, so nobody's guessing. I signed this because Zoe wanted it and I trusted her on it. I've no complaint with the product. Nobody's rung me to complain. But the clients come first, and money I spend on something half used is money not spent on them.
- Zoe Kendrick NoneWhich is fair, Nigel. I'm not going to argue.
- Nigel Ferris NoneI'm not asking you to. I'm saying, if the answer's that we use it properly across the team, I'm all ears. If the answer's that we carry on as we are, I'd sooner let it finish at the end of the term.
- Priya Raman NoneTotally understood, and thank you for being so clear. Happy to make this easy: I'll put together what the next year could look like if it's a smaller footprint, what it looks like if the claims team come in, and the dates. You can then compare them side by side.
- Nigel Ferris NoneDon't send me a long document, Priya. Give me a ring. Two minutes, the numbers, and I'll tell you where I am.
- Priya Raman NoneHa, understood. I'll write it up for Zoe and Trevor, and I'll ring you with the headlines.
- Trevor Mayhew NoneCould I ask one thing on the paperwork? If it did end at the term, what happens with the contract? Is there any notice or anything I need to action?
- Esther Quaye NoneGood question. The term runs to 21 Nov 2025, and the renewal date is 22 Nov 2025. I'll confirm in writing exactly what's needed on notice, and what happens with access and data, so you've got it in one place. I'd rather you hear it from me properly than guess.
- Trevor Mayhew NonePerfect. That's all I need.
- Zoe Kendrick NoneCan I just add, for what it's worth, I don't want this to look like it was a bad thing. The account executives would miss it. I just don't know if that's enough.
- Priya Raman NoneThat's really good to hear, Zoe, and it's fair to say. So, next steps. Esther sends session times for the claims team. I send the options to Zoe and Trevor and ring Nigel. And Nigel, you let us know where you land by Friday 24 October 2025?
- Nigel Ferris NoneI'll try. Give me a ring after you've sent it and I'll tell you if I'm near.
- Esther Quaye NoneI've logged all of that. I'll send a short note after the call so everybody has the same list.
- Zoe Kendrick NoneThanks, both. Right, I've got a client on hold, I've got to dash.
- Nigel Ferris NoneCheers all. Regards to everyone. Speak soon.
- Priya Raman NoneThanks everyone. Best wishes. Speak soon.
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