Fenmoor Specialty Underwriting / B-Brain – Check In
Callcompleted
Fenmoor Specialty Underwriting: documents · 2026-01-09 11:30
Callum Reid heard that daily active users had fallen to around nine of forty licences. He values the on-time 07:00 refresh, wants a one-page usage view, and expects Richard to ask what the spend delivers before the 1 Jul 2026 renewal.
What was said
What this says
Current to 10 Oct 26Callum Reid heard that daily active users had fallen to around nine of forty licences. He values the on-time 07:00 refresh, wants a one-page usage view, and expects Richard to ask what the spend delivers before the 1 Jul 2026 renewal.
What happened: Daniel Okafor opened with the usage fall, around nine active a day against forty licensed users, down nearly a third on the quarter before. Callum said the operations team is in daily and he suspects the underwriters have drifted back to spreadsheets.
Customer view: Callum praised the 07:00 dashboards and noted there were no tickets. He said the questions run mainly through him and a couple of others, which he called the problem.
Commercial: Growth at £44,000 with forty licences, term to 30 Jun 2026, renewal 1 Jul 2026. Budget sits with Richard, who Callum says will ask what he is getting and dislikes surprises. Callum wants no extra users or connectors.
Watch: no tickets alongside falling usage could be silence. Daniel committed to a one-page usage picture and an underwriter session.
Themes
Current to 9 Oct 26Theme
Falling usage, value case
Importance
renewal
Sentiment
mixed
Voice
champion
Who was there
B-Brain
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Daniel Okafor to send Callum a one-page usage picture by team and person by the end of the following week.
- Callum to suggest two or three underwriters for a short hands-on session.
- Daniel to confirm renewal notice timings against the paperwork and take the value story to Callum before Richard.
Risks
Current to 9 Oct 26- Daily active users have fallen to around nine of forty licences, so Richard may question value at the 1 Jul 2026 renewal.
- Questions run mainly through Callum and a couple of others, a key-person risk.
- No tickets alongside falling usage may be quiet disengagement rather than health.
Opportunities
Current to 9 Oct 26- A short session built on the underwriters' own submissions could widen use of the Growth subscription.
- Callum wants to be able to show capacity providers the brain as the tool used to monitor the book.
Transcript
Daniel Okafor NoneHello Callum, thank you for making the time. Can you hear me all right?
Callum Reid NoneLoud and clear. Morning, Daniel. I've got until about half twelve, so what I need is something I can take back to the team.- Daniel Okafor NoneThat's plenty, we'll be well inside it. It's just the two of us today as far as I can see, so I'll keep it conversational. How was the first week back?
- Callum Reid NoneBusy. Bordereaux landed on Monday as if nobody had been away. Capacity providers don't take a holiday.
- Daniel Okafor NoneNo, they don't. Well, I'm glad the first week is behind you. Just so you know what I had in mind: a look at how the brain is being used, anything on your side that's getting in the way, and then a word about the contract, because the date is coming round faster than either of us will want.
- Callum Reid NoneFine. Start with usage. I'd rather hear the bad news first.
- Daniel Okafor NoneRight. I'll be straight with you, it's the thing I wanted to raise. You have forty licensed users, and over the last month the average number of people active on a given day is around nine. That's down by nearly a third on the quarter before.
- Callum Reid NoneNine.
- Daniel Okafor NoneAround nine, yes. Some days a bit more.
- Callum Reid NoneThat's lower than I'd have guessed. I'd have said fifteen, maybe. Down by a third. Hm.
- Daniel Okafor NoneAnd I want to be careful here, because the numbers tell me what has happened and not why. Part of it could be the Christmas break, although I wouldn't lean on that too hard, because the fall is measured against the whole of the previous quarter.
- Callum Reid NoneNo, I wouldn't either. What's the split? Who's dropped off, who's still in there?
- Daniel Okafor NoneThat's what I'd like to get right for you. At the moment I can see the overall trend and a handful of heavy users who are still asking a lot of questions. I haven't cut it by team properly yet. I'd rather do that with you than guess.
- Callum Reid NoneOkay. My honest read, and it's only a read: the operations side is in there every day. Bordereaux checks, the oversight questions. That's my team and they're not going anywhere. The underwriters are another matter.
- Daniel Okafor NoneGo on, that's helpful.
- Callum Reid NoneThey got a bit of training at the start, then the book got busy, and when you're busy you go back to what you know. A spreadsheet. An email to someone who sits two desks away. I'm not saying that's what's happened. I'm saying it's what I'd bet on.
- Daniel Okafor NoneThat fits a pattern I've seen with other teams, to be fair. Adoption goes in at the front, the day job takes over, and people fall back on habit. It doesn't mean the brain isn't useful to them. It often means nobody has shown them the question that would save them an hour.
- Callum Reid NoneRight. And that's what I need to fix, because that's my people's time. If they spend an hour looking for something the brain finds in a minute, that's on me.
- Daniel Okafor NoneI'd say it's on all of us. How is the team finding it, though, the ones who do use it? Are they happy with the answers?
- Callum Reid NoneThe ones who use it, yes. I'll give you this: the dashboards have been right at 07:00 every morning. I haven't had to chase once. That matters to me more than almost anything.
- Daniel Okafor NoneGood, I'm glad. The nightly refresh has been completing on time, and I'm pleased that you've noticed, because it's the sort of thing people only notice when it goes wrong.
- Callum Reid NoneExactly. Which brings me to something else. You've had no tickets from us. Not one.
- Daniel Okafor NoneI was going to come to that. Not one in the last month, and none of any priority. In one way it's good news, nothing is broken. In another way, when usage is falling and there are no tickets, I'd rather hear from you than find a quiet account.
- Callum Reid NoneFair. No tickets because nothing's wrong, or no tickets because people can't be bothered. I couldn't tell you which.
- Daniel Okafor NoneNeither could I, which is rather the point. So may I suggest something practical?
- Callum Reid NoneGo on.
- Daniel Okafor NoneI'll pull usage by team and by person, so we can see precisely who has gone quiet. I'll also pull the questions that have been asked most often, because that tells us what the brain is genuinely used for at Fenmoor. Then we sit down with that picture and decide who needs what.
- Callum Reid NoneBy when?
- Daniel Okafor NoneI'll come back to you by the end of next week. That one's in my hands, so I'm happy to commit to it.
- Callum Reid NoneGood. End of next week. And don't send me a wall of numbers. One page. Who's using it, who's not, what you'd do about it.
- Daniel Okafor NoneOne page. Understood.
- Callum Reid NoneBecause I'll tell you what happens otherwise. Someone asks me in a meeting whether we're getting value out of this and I haven't got an answer. That's a capacity-provider question as much as anything. They ask what tools we use to monitor the book, and I want to say this one and show them.
- Daniel Okafor NoneThat's exactly the use it was bought for, so I'd want you able to say that with confidence. Which of the oversight questions comes up most often at the moment? Just so I know where to point the effort.
- Callum Reid NoneSubmissions against bordereaux, mostly. Do the numbers the syndicates see match what we've got on our side. And claims tickets, whether anything's open that touches a binder they've got money in. The brain pulls those together. That's why it's worth having.
- Daniel Okafor NoneMm. And is that still happening mainly through your team, or are underwriters asking those too?
- Callum Reid NoneMainly through my team. Which is the problem, if I'm honest. It's me and a couple of others carrying it. If one of us is off, the questions stop.
- Daniel Okafor NoneThat's a good thing to have said out loud, and I'll make a note of it, because when a few people carry most of the questions it's a risk for you, not just for us. So part of the plan is to spread it a bit wider.
- Callum Reid NoneYes. Wider. So the underwriters ask for themselves and I stop being the switchboard.
- Daniel Okafor NoneRight. I could run a short session for them, an hour, no slides to speak of. Real questions on your real data, the things they currently ask someone else. Would that be welcome, do you think?
- Callum Reid NoneIt'd be welcome if it's short and it's on their own work. If it's a product tour they'll be on their phones in ten minutes.
- Daniel Okafor NoneUnderstood, that's useful to know. I'll build it around their actual submissions and not a generic demo. Perhaps you could suggest two or three people who'd be good to start with, the ones others listen to.
- Callum Reid NoneI can do that. Give me a few days.
- Daniel Okafor NoneOf course. No rush on that one, it's more important that it's the right people.
- Callum Reid NoneRight. Contract. You said you wanted to talk about it.
- Daniel Okafor NoneJust briefly, and mainly so nothing surprises anyone. The current term runs to 30 Jun 2026, and the renewal date is 1 Jul 2026. You're on Growth at forty-four thousand a year, with forty licences. That's what we've invoiced and it matches the order form, so there's nothing untidy on our side.
- Callum Reid NoneGood. I'll say now, budget isn't mine. That's Richard's. I'll tell you what he'll ask though. He'll ask what he's getting for it.
- Daniel Okafor NoneWhich is entirely fair, and it's why I'd like the usage picture sorted first. I don't want to go to Richard with a falling line and no story. I'd like to go with the line, the reason, and what we're doing about it.
- Callum Reid NoneYes. He doesn't like being surprised. Don't let him find it from a chart.
- Daniel Okafor NoneNoted. I won't. Would you rather I came to you first and you took it to him, or would it be useful for me to speak to him directly at some point?
- Callum Reid NoneMe first. Always. Then we'll see.
- Daniel Okafor NoneOf course. That's the right order.
- Callum Reid NoneAnd what happens at the date? I don't want a cliff edge. Is there a notice, a form, what?
- Daniel Okafor NoneThere's a renewal notice well ahead of the end date, and I'll be the one running that conversation with you, so you won't be hearing about it cold. I'd expect us to be talking about it properly in the spring. I'll come back to you with the timings once I've checked them against the paperwork, rather than give you something from memory.
- Callum Reid NoneFine. Good. Don't guess it.
- Daniel Okafor NoneI never will. Is there anything else on the contract side that's worrying you? Number of users, connectors, anything you've been wanting to add?
- Callum Reid NoneNot at the moment. If anything we've got users we're not using, so more wouldn't help. Fix what we have first.
- Daniel Okafor NoneThat's a sensible way round to do it, and I'd rather we did it that way too.
- Callum Reid NoneIs there anything else you can see in the data that I should know? Records, connectors, anything going stale?
- Daniel Okafor NoneNothing that's flagged. Everything is loading, and the refresh has been landing on time. If I see a connector go flat I'll tell you straight away, you won't have to ask.
- Callum Reid NoneGood. That's what I need. Right, I think we're done unless you've got more.
- Daniel Okafor NoneJust to close the loop, then. I'll send you the one-page usage picture by the end of next week. You'll give me two or three names for the underwriter session in the next few days. And I'll come back to you on the renewal timings once I've checked them. Have I got that right?
- Callum Reid NoneThat's it. Names from me, page from you, timings from you. Thanks, Daniel.
- Daniel Okafor NoneThank you, Callum. Best wishes to the team. Speak soon.
- Callum Reid NoneCheers. Bye.
Callsmade from