Finding a time for the QBR
Email thread Fenmoor Specialty Underwriting: documents · cs
Imogen Hartley accepted Daniel Okafor's proposal for a different QBR and asked for operations and IT colleagues to attend. She says confidence has taken a knock, with some staff back on spreadsheets, and wants a plain answer on recurrence.
What was said
What this says
Current to 10 Oct 26Imogen Hartley accepted Daniel Okafor's proposal for a different QBR and asked for operations and IT colleagues to attend. She says confidence has taken a knock, with some staff back on spreadsheets, and wants a plain answer on recurrence.
Ask: Imogen wants two or three options for early in the week after next, not a Friday. She wants an underwriting operations colleague and an IT connector owner present.
Customer view: usage is holding up, but a few people have gone back to checking things by hand, which is what Fenmoor bought the brain to stop. She says the question is whether that is temporary or sets in.
Next: she wants a plain account of what is being done to stop a recurrence, rather than a long deck. This is a value risk on the Enterprise renewal.
The thread
Updated 9 Oct 26Messages
Daniel Okafor 13 Aug 2026 14:20Dear Imogen, Thank you for your time on our recent call. Just to close the loop on what we agreed, I said I would come back to you about the next quarterly review, and I'd like to get it in the diary now rather than let it drift. I think this one needs to be a little different from usual. You have had a difficult few weeks with the refresh, and it would be wrong to sit through a standard set of slides as though nothing had happened. My suggestion is that we spend the first part looking at what went wrong and what we have changed, and then look honestly at how the licensed users are getting on with the brain, who is asking the questions, and where your teams are not yet getting value from it. Could you let me know which days suit you over the next couple of weeks, and whether you would like anyone else from your side in the room, for example someone from underwriting operations or whoever looks after the connectors day to day? I'll arrange the rest. How is the team finding it at the moment? I'd value your honest view before we meet. Best wishes, Daniel
Imogen Hartley 14 Aug 2026 17:46Daniel, Thank you. Yes to the review, and yes to bringing in more people. I would like a colleague from underwriting operations there, because they live with the day-to-day, and someone from our IT team who looks after the connections. They will tell you more plainly than I will what the last month has been like. Since you ask, honestly: the team's confidence has taken a knock. Usage is holding up, and the people who rely on the brain still rely on it, but a few have gone back to checking things by hand in the spreadsheets, which is precisely what we bought this to stop. The real question is whether that is temporary or whether it sets in. Let's make it count. As to timing, early in the week after next works best, and I would rather not have it on a Friday. If you can send two or three options I will hold the time. I would also like to see, in plain terms, what you are doing to stop this recurring. A clear answer is worth more to me than a long deck. Best, Imogen