Fenmoor Specialty Underwriting / B-Brain – Check In
Callcompleted
Fenmoor Specialty Underwriting: documents · 2025-03-21 13:00
Callum Reid, Head of Underwriting Operations, reported a healthy Growth account with no tickets and rising users. Daniel Okafor confirmed renewal at £44,000 with the same scope. The claims team is the next group to onboard.
What was said
What this says
Current to 11 Oct 26Callum Reid, Head of Underwriting Operations, reported a healthy Growth account with no tickets and rising users. Daniel Okafor confirmed renewal at £44,000 with the same scope. The claims team is the next group to onboard.
What happened: Daniel Okafor ran the 21 Mar 2025 check-in with Callum Reid alone. They covered usage, a quiet ticket queue, seats and the renewal.
Customer view: Callum said the underwriters were sceptical at first but now use the brain daily. He gave a capacity-provider query answered in half a day as the value example and agreed to its use internally without names.
Commercial: Daniel confirmed £44,000 a year on the same Growth tier and forty users, with the claims team added inside existing seats. Callum said the commercial side is not his, so the renewal notice must reach another person he has yet to name.
Watch: Callum still asks the most questions, which is a key-person risk. The commercial owner is unnamed, and B-Brain should not let the notice stall waiting for that name.
Themes
Current to 9 Oct 26Theme
Growth renewal and claims rollout
Importance
renewal
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 the usage and refresh history summary by Friday of the following week.
- Callum Reid confirms the claims lead's view by Wednesday and names the renewal notice recipient the following week.
- Daniel Okafor issues the renewal notice at £44,000, copying Callum and the named commercial contact.
Risks
Current to 9 Oct 26- Callum Reid still asks the most questions, so usage depends heavily on one person.
- The commercial owner who should receive the renewal notice is not yet named.
- A claims team rollout with no warning could bring a flood of how-to questions.
Opportunities
Current to 9 Oct 26- Onboard the claims team inside the existing 40 users after a short training session.
- Refine two dashboard views, bordereaux status by binder and referral ageing, within the Growth dashboards builder.
- Use the capacity-provider answer, without names, as a value case for the renewal.
Transcript
Daniel Okafor NoneAfternoon, Callum. Thank you for making time. Can you hear me all right?
Callum Reid NoneAfternoon, Daniel. Yes, loud and clear. Just me on this end, nobody else joining.- Daniel Okafor NoneLovely, then it's the two of us. How has your week been? I know it's getting towards quarter end for you.
- Callum Reid NoneBusy. Binders landing from every direction, a couple of capacity providers chasing me for the same things. So, what I need from this call is a clear picture of where we are, and what happens at the start of July. Half an hour is fine, I've got a hard stop after.
- Daniel Okafor NoneThat's exactly what I had in mind, so we're aligned. I'll take you through usage first, then tickets and the service side, then the renewal, and then anything you want to add. Does that work?
- Callum Reid NoneYes. Go.
- Daniel Okafor NoneRight. Let me share my screen. Give me a second, it's being slow today. Can you see the usage page?
- Callum Reid NoneNot yet. There it is. Yes, I can see it.
- Daniel Okafor NoneGood. So the headline is that your active users are up by more than half compared with the previous quarter. That's a real step, and it's the sort of movement I like to see in a Growth account about nine months in. How is the team finding it?
- Callum Reid NoneBetter than I expected, honestly. The underwriters were sceptical at first. Another system, another login. But once two or three of them saw that they could ask about a submission and get the bordereaux query history and the claims tickets next to it, word got round.
- Daniel Okafor NoneThat's lovely to hear. And that's the thing I would have guessed from the numbers: the growth isn't from one person asking more, it's from more people asking. Is that how it looks from your side?
- Callum Reid NoneMostly. I still ask the most questions, I'll be straight with you. But the portfolio people have started. And one of the senior underwriters on the marine side uses it every morning before she looks at anything else.
- Daniel Okafor NoneEvery morning. That's the habit we want. And just to close the loop on something we talked about a while back: you wanted the dashboards to be right at 07:00. Has that held?
- Callum Reid NoneIt has. I'd have shouted if it hadn't. What I need is the overnight refresh done before anyone sits down, and for the last few weeks it has been.
- Daniel Okafor NoneGood. I did check the refresh history before the call, and on the business days it's completed ahead of 07:00 throughout the period. So that matches what you're seeing.
- Callum Reid NoneFine. Next.
- Daniel Okafor NoneTickets. And this one is short, because there aren't any. Nothing raised in the last month, nothing high priority, nothing waiting on us. I always want to be careful with a quiet queue, because quiet can mean healthy or it can mean people have stopped bothering. So I'd rather ask you directly than assume.
- Callum Reid NoneIt's healthy. If something broke I'd tell you, you know that. We've had no connector problems, nothing stale, nothing odd in the answers.
- Daniel Okafor NoneThank you, that's what I hoped. Are all the sources behaving? The CRM, the helpdesk, the call recorder, and the shared drive where the bordereaux files sit?
- Callum Reid NoneAll of them. The only thing that changed on our side was a tidy-up of folders in the shared drive in February. I told one of your engineers at the time, and nothing broke.
- Daniel Okafor NoneYes, I remember the note on that. And the records indexed have kept climbing since, so it picked up the new structure without any trouble. I'll mention that in the summary I send you.
- Callum Reid NoneGood. Put it in writing. If a capacity provider asks me whether our data sources are controlled, I want to be able to point to something.
- Daniel Okafor NoneOf course. That's a fair thing for you to have in hand. I'll come back to you by the end of next week with that summary, usage and refresh history included.
- Callum Reid NoneBy when exactly? End of next week is Friday?
- Daniel Okafor NoneFriday, yes. In your inbox by close of business.
- Callum Reid NoneGood.
- Daniel Okafor NoneCan I ask about value for a moment? Not for a report, just so I understand. When you say the oversight questions used to eat your team's week, what does a typical one look like now?
- Callum Reid NoneSo, last month, a capacity provider came back with a question about a cluster of marine cargo submissions. How many had gone through referral, what the turnaround was, whether any had open claims queries tied to the same broker. That used to be three people, two spreadsheets and most of a week.
- Daniel Okafor NoneAnd now?
- Callum Reid NoneOne of my team asked the brain on a Tuesday morning and I had the answer drafted before lunch. I read it through, checked two lines against the source, and sent it. That's a capacity-provider question answered in half a day.
- Daniel Okafor NoneThat's a proper example. May I use it, without naming the provider, when I talk to our own team about what good looks like?
- Callum Reid NoneFine, as long as no names. Not the provider, not the broker.
- Daniel Okafor NoneUnderstood, no names. Thank you.
- Daniel Okafor NoneSo on seats. You're licensed for forty users on Growth, and active users sit well under half of that. So there's a fair amount of headroom. Is the plan to pull more people in, or is the current group the right group?
- Callum Reid NoneMore. The claims team have been watching over our shoulders. They see the tickets view and they want to ask their own questions rather than send me emails. I'd say that's the obvious next group.
- Daniel Okafor NoneThat makes sense, they're sitting on a lot of what the brain already indexes. Would they need anything beyond what's connected today, or is it the same sources with different people asking?
- Callum Reid NoneSame sources, I think. I'd want to check with their lead. What I don't want is a rollout that lands on a Monday morning with no warning and then a flood of how-do-I questions at you and at me.
- Daniel Okafor NoneNo, quite right. I'd suggest a short training session for them first, an hour or so, built around their own questions. We do that as a normal part of Growth. Then add them in a small batch, see how it goes, and widen from there.
- Callum Reid NoneThat's sensible. Who runs it?
- Daniel Okafor NoneI would, with you or one of your underwriters sitting in so it's their language, not ours. I'll put a couple of slots to you once I know their lead is happy.
- Callum Reid NoneI'll speak to their lead this week and come back to you by Wednesday.
- Daniel Okafor NonePerfect. I'll note that down. Wednesday, from you.
- Callum Reid NoneAnother thing, while we're on seats. If they come in, I'm still inside forty?
- Daniel Okafor NoneYou would be, comfortably. The current group plus the claims team still sits inside the forty on your order form, and you're inside the connector allowance as well. If it ever gets tight we'd talk about it long before anything is enforced. But I don't see that on this trajectory.
- Callum Reid NoneGood. I don't want surprises.
- Daniel Okafor NoneNor do I. Shall we talk about the contract?
- Callum Reid NonePlease. This is the bit I need.
- Daniel Okafor NoneSo you came on in July last year, on Growth, and the term runs to the end of June. Renewal falls at the start of July. Your order form is at £44,000 a year, and the invoices we've issued match that exactly, and every one has been paid on time. So there's nothing to reconcile on our side.
- Callum Reid NoneSame price at renewal?
- Daniel Okafor NoneSame price. You signed under the earlier price list, and you keep that through this renewal. Any change to the list price only applies at a later renewal, and I'd tell you well ahead of that, in writing.
- Callum Reid NoneSay that again, slowly. This renewal, same price.
- Daniel Okafor NoneThis renewal, £44,000 a year, the same Growth tier, the same forty users. Unless you choose to change the scope. Adding the claims team inside your existing seats doesn't change the number.
- Callum Reid NoneRight. Good. That's what I'll tell people.
- Daniel Okafor NoneJust to be clear about my side of it: I own the renewal conversation, so the formal notice will come from me, in the next few weeks. You'll see a short document, nothing hidden in it. I'll copy you in, and anyone else on your side who needs to see it.
- Callum Reid NoneCopy me. The commercial side isn't mine, so it needs to go to the right person here as well. I'll give you their name once I've spoken to them.
- Daniel Okafor NoneThat's absolutely fine. Whoever should have it, I'll send it to them directly, with you copied so you can see what's been said.
- Callum Reid NoneBy when will I have the name?
- Daniel Okafor NoneOh, I'd say there's no rush. Whenever suits you before the notice goes out. I'll hold it until I hear from you, so you can tell me the moment you've got it.
- Callum Reid NoneNext week. I'll do it at the same time as the claims lead.
- Daniel Okafor NonePerfect, that fits nicely. Two items from you next week then, the claims lead and the person for the notice.
- Callum Reid NoneYes.
- Daniel Okafor NoneIs there anything about the service you'd change? Not a complaint, since you've told me there isn't one. Just something that would make it better for you, or for the underwriters.
- Callum Reid NoneHm. One thing. The dashboards. They're good, but I'd like two of the views to be slightly different. One for bordereaux status by binder, and one for referral ageing. My team built something, but it isn't quite right.
- Daniel Okafor NoneRight, and that's within what the dashboards builder does on Growth, so there's no extra cost involved. I'd like to see what your team put together, and then work out what's missing. Could someone share the two drafts with me?
- Callum Reid NoneI'll have one of them send you the screenshots. They can explain what they were trying to do.
- Daniel Okafor NoneThat would be perfect. And, if you're happy, I'll walk them through how to adjust the filters themselves so they're not waiting on me each time. That also tends to be what makes dashboards stick.
- Callum Reid NoneYes, do that. The less they need me, the better.
- Daniel Okafor NoneHa, understood. I'll fold it into the same session as the claims training if there's time, otherwise we'll find a separate slot.
- Callum Reid NoneSeparate is better. I don't want the claims team lost in a dashboards discussion.
- Daniel Okafor NoneFair. Separate, then.
- Daniel Okafor NoneOne more thing from me, and then I'll let you go. There's a person on my side who looks after what customers call the brain's health, the freshness and the sync history. If there's ever a morning where something feels off, you can reach me directly, and I'd rather hear from you at 07:30 than at lunchtime. Is that clear?
- Callum Reid NoneClear. And if it's slow to come back to me, I'll say so.
- Daniel Okafor NonePlease do. I'd expect nothing less from you, Callum.
- Callum Reid NoneHa. Right.
- Daniel Okafor NoneLet me play it back, so we both leave with the same list. From me: the summary with usage and refresh history, in your inbox by Friday next week. The renewal notice in the coming weeks, copying you, and going to whoever you name. A look at your team's two dashboard drafts once they send them. A training session for the claims team once their lead agrees. From you: the claims lead's answer by Wednesday, the name for the notice next week, and the screenshots. Did I miss anything?
- Callum Reid NoneNo, that's it. Maybe one thing. If the claims team come in, I'd like to see who's asking what, at least in the first month. Not to police anyone. I just need to know it's being used properly.
- Daniel Okafor NoneThat's reasonable, and it's a view I can give you in the usual usage report. Who is asking, how often, and the kind of question. I'll make sure it's in the first one after they start.
- Callum Reid NoneGood.
- Daniel Okafor NoneIs there anything else, or have we covered what you needed?
- Callum Reid NoneWe've covered it. Honestly, this is the first check-in I've had where I didn't have to chase anything. That's what I wanted.
- Daniel Okafor NoneThat means a lot, thank you. It's a good account to look after, and your team are a big part of why it's working.
- Callum Reid NoneRight. I'm up against my next call. Thanks, Daniel.
- Daniel Okafor NoneThank you, Callum. Speak soon, and enjoy the rest of your Friday.
- Callum Reid NoneCheers. You too.
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