Fenmoor Specialty Underwriting / B-Brain – Qbr
Callcompleted
Fenmoor Specialty Underwriting: documents · 2025-02-12 14:00
Quarterly review on 12 Feb 2025. Callum Reid reported better value than expected and spread use beyond him. He asked for a one-page value summary. Budget is not his, and renewal falls at the start of July.
What was said
What this says
Current to 11 Oct 26Quarterly review on 12 Feb 2025. Callum Reid reported better value than expected and spread use beyond him. He asked for a one-page value summary. Budget is not his, and renewal falls at the start of July.
What happened: Daniel Okafor and Priya Raman reviewed usage, questions, tickets and connectors with Callum Reid, who attended alone. Active users and questions asked are up, spread across underwriters and claims staff.
Customer view: Callum said it is better than he expected and gave a cargo book request done in an afternoon instead of two or three days.
Commercial: Priya noted Growth at forty-four thousand a year with renewal at the start of July. Callum said budget is not his, and no budget holder was on the call.
Watch: Callum wants answers to cite the source document, not email threads. Claims and broker teams want their own views, a possible next engagement.
Themes
Current to 9 Oct 26Theme
Usage growth and value proof
Importance
upsell
Sentiment
positive
Voice
champion
Who was there
B-Brain
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Daniel Okafor sends Callum a one-page value summary draft by the end of the following week.
- Daniel replies on source document citations by the same date and offers a short walkthrough for new starters.
- Callum speaks to the claims lead before the end of the quarter.
Risks
Current to 9 Oct 26- Callum said budget is not his, and no budget holder joined the call ahead of the July renewal.
- Answers citing email threads instead of source documents could erode underwriter trust.
Opportunities
Current to 9 Oct 26- Claims and broker relationship teams want their own views, which would add connectors and use under Growth.
- Daily use is under ten of forty seats, so more people can join without a licence change.
Transcript
Daniel Okafor NoneHello, can you hear me all right? I've got Priya here with me. Callum, I think you're just joining now.
Callum Reid NoneHear you fine. Sorry, one second, I've got another call overrunning in my head. Right. I'm here.
Priya Raman NoneGood afternoon, Callum. No rush at all. Lovely to see you.- Daniel Okafor NoneThank you both for making the time. Just to check who's with us, it's the three of us, nobody else from your team today?
- Callum Reid NoneJust me. The underwriters are heads down on a renewal batch this week, so I said I'd take it and report back. What I need from this is simple. Where are we on usage, is anything about to bite me, and what do I tell the capacity providers about the brain next quarter.
- Daniel Okafor NoneThat's a very fair brief, and I think we can give you something on all three. I'll share my screen in a moment. Priya, did you want to say a word on where we are commercially first, or shall I go through usage?
- Priya Raman NoneJust a quick recap, to keep momentum. You're on Growth, forty-four thousand a year, contracted and invoiced, all paid on time. Forty licensed seats. Your renewal sits at the start of July, so this is really the right moment to take stock. Nothing to decide today, happy to make this easy.
- Callum Reid NoneFine. Budget's Richard's anyway, so I'm not going to talk about that. By when does anything need deciding?
- Priya Raman NoneNot today, and not for a while. Daniel will pick up the renewal conversation properly nearer the time. I just wanted it on the table so there are no surprises.
- Daniel Okafor NoneRight, you should be able to see my screen now. Can you see the usage page?
- Callum Reid NoneI can see it. Bit small. Go on.
- Daniel Okafor NoneSorry, let me make that bigger. Better? So this is the last quarter against the one before. The headline is that active users are up. Your daily average is just under ten people, and that's nearly a fifth higher than the quarter before.
- Callum Reid NoneJust under ten out of forty seats. That's a quarter of the licence. Is that good or bad?
- Daniel Okafor NoneIt's a fair question, and I'd say it's healthy for where you are in the rollout. Remember the brain started with your operations team and a handful of underwriters. The direction matters more than the level, and the direction is up, steadily, not a spike.
- Callum Reid NoneWho's driving it though? That's what I'd want to know. If it's me and two others I've got a problem.
- Daniel Okafor NoneGood, I was coming to that. It's you, obviously, you're still the heaviest. But there's a spread now. Several of the underwriters are asking questions on their own, and two people in the claims side are in there most weeks. So it's not just you any more.
- Callum Reid NoneGood. That's what I wanted to hear. Last thing I need is key-person risk on the one tool the syndicates are going to ask about.
- Priya Raman NoneAnd that's exactly the story you can tell them, Callum. Oversight questions answered from one view rather than from somebody's spreadsheet.
- Callum Reid NoneMm. That's a capacity-provider question, to be fair. They don't care about my spreadsheet, they care whether the bordereaux numbers reconcile with what's in the submissions.
- Daniel Okafor NoneWhich brings me to the next page. Questions asked. This is, for me, the best single measure of whether the brain is earning its keep. And the questions are up too, in line with the users. A lot of them are bordereaux queries, then submissions, then claims.
- Callum Reid NoneBordereaux queries first. Good. That was the point of buying it. Before this, one of those would eat half a day of someone's week.
- Daniel Okafor NoneIs that still how it feels on the ground? How is the team finding it?
- Callum Reid NoneHonestly, better than I expected. The underwriters stopped asking me to pull things. They ask the brain, they get the answer, and if it's wrong they tell me it's wrong, which is how I know they're using it. There was a bit of grumbling at the start about the answers being too long. That's gone.
- Priya Raman NoneThat's great to hear. Can I ask, was there a particular moment where it clicked for them?
- Callum Reid NoneYeah, a capacity provider asked for a cut of the cargo book by a certain slice, and it was done in an afternoon. Previously that's, what, two or three days of chasing. People noticed.
- Daniel Okafor NoneI remember you mentioning that. I'll make a note, because it's exactly the kind of thing we'd like to put in your value summary ahead of renewal. Just to close the loop on that, would you be happy for me to write it up and send it to you to check?
- Callum Reid NoneWrite it up. I'll check it. By when?
- Daniel Okafor NoneI'll come back to you by the end of next week with a draft. Short, one page.
- Callum Reid NoneGood. One page. I don't read more than that.
- Daniel Okafor NoneUnderstood. Right, tickets. You've had one in the last month, and it was routine. Nothing high priority, nothing that sat. Do you remember what it was?
- Callum Reid NoneWas that the one about a dashboard filter? Someone couldn't find where to change the date range.
- Daniel Okafor NoneThat's the sort of thing. A how-to, answered quickly. I'd call that a good sign, honestly. Few tickets, none urgent, with more people using it.
- Callum Reid NoneFine. And the refresh? Because what I need is the dashboards right at 07:00. If an underwriter opens it at five past and it's stale, I hear about it by ten past.
- Daniel Okafor NoneYes. The nightly refresh is meant to be complete by 07:00 your time on business days, and over the quarter I've not seen it slip for you. If it had, I'd have been in touch before you were.
- Callum Reid NoneYou'd better have. Good. Moving on.
- Priya Raman NoneCallum, while Daniel's got the screen up, can I ask where you'd like to go next with it? Not a sales question, I'm just curious. Is it more teams, or more depth with the teams you've got?
- Callum Reid NoneDepth first. I'd rather have the underwriters properly in than spread thin. But the claims people keep asking me whether they can have more of their own views. And the broker relationship side has been circling. They saw what the underwriters were doing and they want a go.
- Priya Raman NoneWhich fits well, honestly. You have forty seats and you're nowhere near the ceiling, so there's no licence conversation needed to bring people in. It's more about the connectors and what you want pointed at the brain.
- Daniel Okafor NoneAnd that's the next page, actually. Connectors. You've got the CRM, the helpdesk, the call recorder and the shared drive in there, and I can see records indexed going up steadily month on month. Nothing flat. Nothing that's stopped loading.
- Callum Reid NoneWhich is the thing that would worry me. A source going quiet and nobody telling me.
- Daniel Okafor NoneI look at that flat-line pattern every month, so it wouldn't go unnoticed. Right now every source is moving.
- Callum Reid NoneGood. Now, claims. If I wanted a claims view in the brain, who do I talk to, you or Priya?
- Daniel Okafor NoneMe first, for how it would work, and then Priya if it turned into anything commercial. I'd suggest we sit down with the claims lead and see what they actually ask for, rather than guess.
- Callum Reid NoneYes. That works. I'll ask her. I don't want to build something nobody asked for.
- Priya Raman NoneAnd if we can get that conversation done before the end of the quarter, we'd have the answers in plenty of time ahead of July. No pressure, it just keeps things tidy.
- Callum Reid NoneRight. Before the end of the quarter. I'll hold you to it, and I'll hold myself to it.
- Daniel Okafor NoneLovely. Is there anything on your side that's been irritating you and you haven't got round to raising? Because small things can be the most useful.
- Callum Reid NoneNot irritating. One thing. The answers, when they cite a source, sometimes cite an email thread rather than the document it came from. I'd like the document. Underwriters trust the binder, not the chatter.
- Daniel Okafor NoneThat's a really useful point, thank you. I'll take that back and I'll come back to you by the end of next week with what's possible. I'd rather not guess at it on the call.
- Callum Reid NoneThat's fine. A straight answer is all I want.
- Priya Raman NoneDaniel, should we also mention the six-monthly stuff, the training? I think Callum's team could do with a refresher for the new starters.
- Daniel Okafor NoneGood thought. You've had a couple of new people join, haven't you, Callum? I can run a short walkthrough for them, half an hour, nothing heavy. Questions, searching, how to read the sources.
- Callum Reid NoneYes, two joined recently. Half an hour is fine. Do it on a quiet afternoon, not a Monday.
- Daniel Okafor NoneNot a Monday, noted. I'll send a couple of options by email.
- Callum Reid NoneFine. Anything else? I'm conscious we've covered what I came for.
- Daniel Okafor NoneOnly to say thank you, really. It's been a good quarter, and it's nice to be able to say that without caveats. Priya, anything from you?
- Priya Raman NoneJust a thank you from me too. Callum, it's been a pleasure watching this land the way you said it would.
- Callum Reid NoneRight. So I've got three things. A one-page value summary from you by the end of next week, an answer on the source citations by the same date, and a short walkthrough for the new starters. And I talk to the claims lead before the end of the quarter.
- Daniel Okafor NoneThat's exactly it. I'll send a short note after this to close the loop on all four.
- Callum Reid NoneGood. Thanks both. Speak soon.
- Priya Raman NoneThanks, Callum. Best of luck with the renewal batch.
- Daniel Okafor NoneTake care, Callum. Goodbye.
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