Saltdean Hart Insurance Brokers / BB-Demo – Qbr
Callcompleted
Saltdean Hart Insurance Brokers: documents · 2025-10-20 15:15
At the 20 Oct 2025 QBR, Nigel Ferris said Saltdean Hart will let the subscription finish at the end of the term, on usage and cost: forty seats, eight people. No service complaint was raised.
What was said
What this says
Current to 11 Oct 26At the 20 Oct 2025 QBR, Nigel Ferris said Saltdean Hart will let the subscription finish at the end of the term, on usage and cost: forty seats, eight people. No service complaint was raised.
What happened: Esther Quaye opened with a quiet account: no tickets, invoices paid, about eight regular users against forty licences. Nigel Ferris then said the firm had decided to let the subscription finish at the end of the term.
Customer view: Nigel said it was nothing about the service and that the reason was usage and cost. Zoe Kendrick said the account executives use it weekly before client calls, but the claims team has not made it a habit.
Commercial: Esther confirmed the term ends on 21 Nov 2025. This is a stated non-renewal of a Growth-sized forty-user licence, not a risk to be managed. Nigel left the door open if circumstances change.
Watch: Esther owes a written note on exit steps, data and what can be exported, plus a handover note. The claims team never adopting it is the root cause.
Themes
Current to 9 Oct 26Theme
Non-renewal on usage and cost
Importance
cancellation
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 to confirm the exit steps and data handling in writing, copying Trevor, before the term ends.
- Esther Quaye to check with engineers what can be exported and reply to Zoe Kendrick in writing.
- Esther Quaye to write up a handover note for whoever picks up the account.
Risks
Current to 9 Oct 26- The subscription ends on 21 Nov 2025 with no renewal, so the account is lost unless circumstances change.
- Only about eight of forty licensed users are regular users, and the claims team never adopted the brain.
Opportunities
Current to 9 Oct 26- Nigel Ferris said he knows where Esther is if circumstances change, leaving a possible win-back route.
Transcript
Esther Quaye NoneHello Zoe. Can you hear me okay? I've just joined, I'm waiting on Nigel.
Zoe Kendrick NoneHi Esther, yes, I can hear you fine. Afternoon. Nigel's finishing a call, he said he'd be five minutes. I told him to dial in when he's done.- Esther Quaye NoneOf course, no problem at all. How's your Monday going?
- Zoe Kendrick NoneOh, you know. A fire before I'd even had my tea. A fleet client's renewal has got a query on it and the account executive's off. We're stretched this month, honestly.
- Esther Quaye NoneSorry to hear that. I'll try to keep this tight. Shall I start with where we are, and Nigel can catch up when he's on?
- Zoe Kendrick NonePlease. Go on.
- Esther Quaye NoneSo, just so we're aligned, I like to open with the tickets. There's nothing open. No tickets in the last thirty days at all, nothing high priority, no overdue invoices. So from a support point of view, a very quiet account.
- Zoe Kendrick NoneWhich I'd normally take as good news.
- Esther Quaye NoneI think it mostly is. Though a quiet account can also mean people aren't leaning on it much, so I look at it alongside the usage. Let me share my screen. Give me a second. Can you see that?
- Zoe Kendrick NoneI can, yes. It's a bit small. Okay, that's better.
- Esther Quaye NoneRight. This is the last quarter. Active users have averaged about seven or eight over the last thirty days. That's a little up on the quarter before, a few percent, so steady, climbing very slightly. Against forty licensed users, as you know, it's a small share.
- Zoe Kendrick NoneYeah. I know. We talked about this a couple of weeks ago. It's the same eight or so people, the account executives mostly.
- Esther Quaye NoneThat matches what I see. And I don't want to make a big deal of it. What I'd say is, the people who use it are using it consistently. It's not a spike and then nothing.
- Zoe Kendrick NoneNo, they use it every week. Before a client call, mainly. They ask it what's happened on the account, what was said last time, any open claims. They like it, they really do.
- Esther Quaye NoneThat's exactly the kind of use it's built for. And the claims team, how are they getting on? Last time you said it hadn't really landed.
- Zoe Kendrick NoneSame. I'll be honest with you. I got them in a room once and it went fine, they were interested, and then it was straight back to the queue. Nobody's had the time to make it a habit. Can the claims team see it? Yes. Do they open it? Not really.
- Esther Quaye NoneI appreciate you saying so. It's not something I'd want to push if the team's got no room. I've logged that.
Nigel Ferris NoneHello, hello. Sorry, ladies, I'm here. Phone call ran over. What have I missed?- Esther Quaye NoneHello Nigel, not much, we've just started. Afternoon. I was going through the account health with Zoe. Shall I do a very short version for you?
- Nigel Ferris NonePlease. Short as you like. What's the bottom line?
- Esther Quaye NoneBottom line is, no problems, no tickets, invoices all paid. Use is steady but small. Around eight regular users out of forty licences. Everything that's there works and is being used by the account executives.
- Nigel Ferris NoneGood. That's what I thought. It's no complaint with you, Esther. You've been very good.
- Esther Quaye NoneThank you, that's kind.
- Nigel Ferris NoneI'll tell you where I am, because I'd rather say it than make you chase me. Zoe and I have had a chat since the renewal call with Priya. And Trevor and I went through the figures. We've decided we're going to let it finish at the end of the term.
- Esther Quaye NoneI see. Thank you for being so direct, Nigel. I'm sorry to hear it, but I do appreciate you telling me plainly.
- Nigel Ferris NoneIt's nothing about the service. It's the numbers. Forty seats, eight people. The clients come first, and I can't justify it on what we're getting, not this year.
- Zoe Kendrick NoneAnd I want to say, for the record, I didn't fight it. I'd love the claims team to use it. I just couldn't make that happen, and I'm not going to pretend the team has time it hasn't got.
- Esther Quaye NoneZoe, nobody's pointing at anyone. You've been a really good champion for this, and the account executives clearly got value from it. Can I ask, just so I understand properly, was it only usage, or was there anything else I should pass back to the team?
- Nigel Ferris NoneUsage and cost, that's it. Nothing else. If we'd had the whole firm on it, we'd not be having this conversation.
- Esther Quaye NoneUnderstood. I've written that down. I'll make sure Priya has it too, so that the decision is on the record on our side. And just so we're clear, that means the term ends on 21 Nov 2025.
- Nigel Ferris NoneThat's what I understand. Is there anything I have to do? I don't want to sign a bit of paper and get it wrong.
- Esther Quaye NoneI'll confirm the exact steps in writing, so you've got it in one place, including what happens to the access and to your data. As I say, BB-Demo runs inside your own Snowflake account, so nothing is held away from you, but I'll set out exactly how it works at the end. And I'll copy Trevor so finance have it.
- Nigel Ferris NoneGood. That's what I want. Plain and simple.
- Zoe Kendrick NoneEsther, one practical thing. The account executives are going to ask me what they use after the term. Is there something they can export, or notes they can keep?
- Esther Quaye NoneGood question. I don't want to promise anything I can't control, so let me check with our engineers what can sensibly be handed over, and I'll come back to you in writing. I'll chase it this week.
- Zoe Kendrick NoneThat would be great. Thank you. Quick question while I have you: until the end of the term, it all carries on as normal? They can keep using it?
- Esther Quaye NoneYes, absolutely. Everything stays as it is until the term ends, same service, same support. If anything breaks between now and then, ring me or raise a ticket as usual and I'll look at it that day.
- Nigel Ferris NoneExcellent. You've been very patient with us, Esther. If circumstances change, I know where you are.
- Esther Quaye NoneThank you, Nigel, I really appreciate that. The door's open. I'll write up a handover note today so whoever picks the account up has everything: the usage, what the account executives liked, and what held the claims team back.
- Zoe Kendrick NoneThanks, Esther. Right, I'd better go and put out my fire.
- Nigel Ferris NoneCheers both. Regards to the team.
- Esther Quaye NoneThank you both. Many thanks, and speak soon.
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