Wendover Kast Insurance Group / BB-Demo – Discovery
Callcompleted
Wendover Kast Insurance Group: documents · 2026-06-24 15:30
Heather Bauman wants one view of each agency; COO Frank Delgado gates everything on a clean security review first. Deal value of £155,000 for Enterprise was floated as a placeholder, not a quote. Close assumed around 8 Jan 2027.
What was said
What this says
Current to 11 Oct 26Heather Bauman wants one view of each agency; COO Frank Delgado gates everything on a clean security review first. Deal value of £155,000 for Enterprise was floated as a placeholder, not a quote. Close assumed around 8 Jan 2027.
What happened: Discovery call with Heather Bauman and Frank Delgado, hosted by Jordan Pike. Heather described a service desk where three people touched one agency request with no shared picture.
Customer view: Frank's driver is oversight. Reinsurers and regulators ask how agency quality is monitored, and the answers come from spreadsheets. Heather's driver is service speed and reps trusting what they can check.
Commercial: Jordan gave £155,000 as a placeholder total deal value for Enterprise including implementation, explicitly not a quote or an annual price. Frank's conditions are a clean security review, vendor management sign-off and evidence it cuts spreadsheet work.
Watch: Frank asked for insurance references and Jordan could not name any on the call. Security review comes before pricing or a demo on their data.
Themes
Current to 9 Oct 26Theme
Agency view and security gate
Importance
neutral
Sentiment
mixed
Voice
decision-maker
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Jordan Pike to send both a summary of what he heard on the day of the call.
- Jordan Pike to arrange the security review with Frank's team through BB-Demo's security lead.
- Jordan Pike to come back on which insurance customers can be shared as references.
Risks
Current to 9 Oct 26- Frank will not move on pricing or a demo until the security review is clean, and vendor management must also sign off.
- Frank asked for insurance references and none were named on the call, so he wants them before anything else moves.
- Heather says reps will not use it unless it visibly saves them time, so adoption is a condition.
Opportunities
Current to 9 Oct 26- Enterprise fit: two teams (agency management and underwriting operations) with an oversight need driven by reinsurers and regulators.
- Heather will bring real agency cases to make a later demo concrete.
Transcript
Jordan Pike NoneHey Heather, can you hear me okay?
Heather Bauman NoneHi Jordan, loud and clear. Frank's just getting his headset sorted, he'll be here in a sec.- Jordan Pike NoneNo problem. Quick one-line agenda while we wait: I want to understand how your agency teams work today and what a good outcome looks like. And I've got us down for about forty minutes, so I'll watch the clock.
- Heather Bauman NoneThat works. Let me tell you what happened Monday, because it's the reason I'm on this call. A contractor's agency in the northern part of the state called our service desk about a certificate request. Three different people touched it. Nobody could see that the same agency had a claim question open and an appointment renewal pending. The agent was furious, and honestly, so was I.
- Jordan Pike NoneYeah, that's rough. Three people, no single picture.
Frank Delgado NoneAfternoon. Frank Delgado. Sorry to be late. What's the decision needed from me today?- Jordan Pike NoneHi Frank, thanks for joining. To be transparent, there's no decision today. This is discovery. I'd like to learn what you're trying to fix, and then I'll come back with a proposal if it looks like a fit.
- Frank Delgado NoneUnderstood. Proceed.
- Jordan Pike NoneGreat. Heather, let's go back to your agency story. Walk me through what a service rep sees when that agent calls. What systems are they in?
- Heather Bauman NoneOkay. They've got the policy system open, the CRM for agency contacts, and the ticketing tool. Three windows. And then if it touches underwriting, they message someone in underwriting operations and wait. What does the agent see? Basically, whatever that one rep can piece together. Which is not much.
- Jordan Pike NoneAnd on the underwriting side, same question. When someone's looking at an agency, what are they trying to find out?
- Heather Bauman NoneIs this agency growing, is the loss experience okay, are they sending us clean submissions or are we fixing everything. Those answers sit in different places and different people. Honestly, I'd say most of it lives in two people's heads.
- Frank Delgado NoneThat is a risk.
- Heather Bauman NoneIt is, Frank, that's what I keep saying. If either of them leaves, we lose it.
- Jordan Pike NoneThat's the thing we hear a lot. So here's how I'd describe what we do, and stop me if it's not landing. We build one queryable layer over those systems, the CRM, the tickets, the emails, calls, finance data, and it runs inside your own Snowflake account. Someone asks a question in plain language and gets an answer that points back to where it came from.
- Heather Bauman NoneWalk me through it from the rep's side. They get a call, and then what?
- Jordan Pike NoneThey type the agency name, or ask something like, what's open with this agency and what's changed in the last month. They see the open tickets, recent emails, anything pending in the CRM, in one answer. And they can click through to the source.
- Heather Bauman NoneOkay. I like that it points back to the source. My folks don't trust anything they can't check.
- Frank Delgado NoneWho else in insurance uses you?
- Jordan Pike NoneFair question, Frank. To be transparent, I joined to open the US market, so I'm not going to hand you a list off the top of my head and get it wrong. I'll check what we can share and who is willing to talk to you, and I'll come back with that.
- Frank Delgado NonePlease do. I'll want it before anything else moves.
- Jordan Pike NoneNoted. And that leads into security. I know you'll want to go there.
- Frank Delgado NoneBring me the security review first. Before pricing, before a demo on our data. What's the risk?
- Jordan Pike NoneUnderstood. Here's where we are. Because the brain runs inside your Snowflake account, your data doesn't leave your environment, and that's the core of the answer. For Enterprise there's a security review that we support, and I'll get the right person from our side to take your team through it. I won't hide anything in that, including anything that's still being worked on.
- Heather Bauman NoneAnd just so everyone knows, I'm not going to push past security. If Frank's team says no, it's no.
- Frank Delgado NoneCorrect.
- Jordan Pike NoneWhich is how I'd want it. Okay, let me ask about scale, so I can scope this properly. Heather, how many teams would be in this at the start? Just a rough shape.
- Heather Bauman NoneAgency management and underwriting operations. That's the core. Maybe later claims, but let's keep this moving and not boil the ocean. One view of each agency is the whole point.
- Jordan Pike NoneGot it. Two teams, one view of the agency. And is there anything on the regulator or reinsurer side that drives this? Frank, you mentioned it earlier in the invite notes.
- Frank Delgado NoneReinsurers ask how we monitor agency quality. Regulators ask how we evidence oversight. We answer from spreadsheets. I don't like it.
- Jordan Pike NoneOkay. That's helpful, and it's a different reason from service speed. So there's an operational side and an oversight side.
- Heather Bauman NoneBoth. Frank cares about the second one more, and I care about the first. But it's the same underlying picture.
- Jordan Pike NoneThat's useful. Now, since you asked about cost earlier in the notes, Frank, I'll give you a placeholder so nobody's surprised. We're carrying £155,000 on our side as the total deal value for Enterprise, and that includes the one-off implementation. It is not a quote and it's not an annual price. It'll move once we know your scope.
- Frank Delgado NoneNoted. Not a commitment.
- Jordan Pike NoneExactly. And on timing, our working assumption is that this could close around Friday 8 January 2027, but only if security and your vendor management are comfortable. What would make this a yes for you?
- Frank Delgado NoneA clean security review. Vendor management sign-off. Evidence it reduces the spreadsheet work. Then yes.
- Heather Bauman NoneAnd a way to show the agency teams it saves them time. If the reps don't use it, it's dead.
- Jordan Pike NoneRight, adoption matters as much as the review. So here's what I'd suggest as next steps. One, I send you both a short summary of what I heard today so you can correct me. Two, I get our security lead to schedule the review with Frank's team. Three, I come back on who in insurance we can put you in touch with.
- Frank Delgado NoneIn that order.
- Jordan Pike NoneIn that order, Frank. Security first. Heather, anything else you want to flag before we wrap?
- Heather Bauman NoneJust that I'll pull together two or three real agency cases like Monday's, so when we get to a demo we use something real. Thanks, Jordan. This was good.
- Jordan Pike NoneThat would be great. Thanks, both. I'll send the summary today.
- Frank Delgado NoneThank you. Frank Delgado.
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