Fenmoor Specialty Underwriting / BB-Demo – Check In
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Fenmoor Specialty Underwriting: documents · 2026-03-16 16:00
Imogen Hartley, newly in the Chief Data Officer seat, wants the brain used beyond Callum's team and proof of value before the 1 Jul 2026 renewal. Daniel Okafor committed to a ticket account, a usage view and dashboard owners.
What was said
What this says
Current to 10 Oct 26Imogen Hartley, newly in the Chief Data Officer seat, wants the brain used beyond Callum's team and proof of value before the 1 Jul 2026 renewal. Daniel Okafor committed to a ticket account, a usage view and dashboard owners.
What happened: Imogen Hartley, in her first weeks as Chief Data Officer, asked Daniel Okafor whether the brain is healthy and what would make it worth more. Daniel said active use was in the mid-teens against forty licensed Growth users, and rising on last quarter.
Customer view: She does not want a tool that one team uses and nobody else notices. She wants executives asking questions directly and a few dashboards she will put her name to.
Commercial: Daniel gave the term end as 30 Jun 2026, renewal on 1 Jul 2026, and forty-four thousand a year. He will put the list-price change in writing with the notice, and Imogen prefers a usage picture to a discount.
Watch: One high-priority ticket from the last month was not explained on the call. A planned internal system change could also stop a connector loading, and Callum is a key-person risk.
Themes
Current to 9 Oct 26Theme
Adoption and renewal value
Importance
renewal
Sentiment
mixed
Voice
decision-maker
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Daniel Okafor sends a plain-English account of the priority ticket, including response time against Growth, by Friday.
- Daniel brings questions asked by team and a draft dashboard list with owners.
- Imogen Hartley agrees the sponsor arrangement with Callum and chases the date of the system change.
Risks
Current to 9 Oct 26- Active use is well under half of the forty licensed Growth seats going into the renewal.
- Callum is the answer to most questions, so the brain depends on one person.
- A planned internal system change could silently stop a connector loading.
Opportunities
Current to 9 Oct 26- Leadership users and underwriters could fill unused Growth seats and build the usage case for the renewal.
- A few owned dashboards would let Imogen answer capacity providers with a link.
Transcript
Daniel Okafor NoneImogen, hello. Thank you so much for finding the time. Can you hear me alright?
Imogen Hartley NoneI can, hello Daniel. Lovely to see your face on this side of things. I did think I might end up on a call with you sooner or later.- Daniel Okafor NoneWell, it's very good to have you back in the room, in a slightly different seat. How's the first fortnight or so been? Are you settled in?
- Imogen Hartley NoneMostly. It's the usual pattern, a lot of meeting people and a lot of working out who actually owns which spreadsheet. Let me give you a bit of context on where my head is, then we can get into the detail.
- Daniel Okafor NonePlease do.
- Imogen Hartley NoneFenmoor writes a lot of business for syndicates who are, quite rightly, asking harder questions about oversight. The real question is whether our data is something we answer questions with, or something we apologise for. I've seen this work well when it's treated as a business asset with a sponsor behind it. What I don't want is for the brain to be a clever tool that Callum's team use and nobody else notices.
- Daniel Okafor NoneI think that's exactly right, and I'll be honest, it's the fair description of where we are. Callum's team are the core. The wider underwriting group is where the headroom is. You're on Growth, forty licensed users, and active use is in the mid-teens and rising, up on last quarter.
- Imogen Hartley NoneSo well under half of what we pay for is being touched in a typical month.
- Daniel Okafor NoneYes. I'd rather say it plainly than dress it up. But the direction is good, and the questions being asked are the right kind, the ones that cross systems, submissions against bordereaux queries against claims tickets.
- Imogen Hartley NoneGood. That's the use case I care about. Now, I know the product, you know I know the product, so let's not waste time. What I want from you is a straight view of two things. Is it healthy, and what would make it worth more to us.
- Daniel Okafor NoneHealthy first. Refresh has been completing ahead of 07:00 on business days. Invoices are all paid, nothing overdue. And there was one high-priority ticket in the last month, which is the one thing I want to be straight about, because it's rare for you.
- Imogen Hartley NoneGo on. I did see something come across. What was it, roughly?
- Daniel Okafor NoneI'd rather not describe it from memory and get a detail wrong. Let me look at the timestamps and the write-up, and I'll come back to you with a clear account by Friday, including how quickly we responded against what Growth promises. Just to close the loop properly.
- Imogen Hartley NoneThat's fine. I'm not alarmed, one in a month is hardly a pattern. But I do want to see it, because I'll be asked.
- Daniel Okafor NoneOf course. It'll be with you in plain English, not a log export.
- Imogen Hartley NoneThank you. Right. Worth more. Let me say what I'm thinking, and you tell me where I'm being naive.
- Imogen Hartley NoneI'd like the brain to answer questions for the leadership team, not just operations. Which means the executives asking questions themselves, not through a person. And I'd like a small number of dashboards that I'm willing to put my name to, so when a capacity provider asks for a position, the answer is a link, not a project.
- Daniel Okafor NoneNot naive at all. Honestly it's the best version of how this goes. Growth includes the dashboard builder, and Callum has already built a few that his team use every morning, the bordereaux one in particular. The others haven't travelled beyond him. So you wouldn't be starting from nothing.
- Imogen Hartley NoneWhich is helpful. And I'd want to know who owns each one. I've never seen a dashboard survive without an owner.
- Daniel Okafor NoneAgreed. One thing I'd gently suggest is that we write down, for each dashboard, who owns it and what question it answers. It's a small thing and it's what keeps them alive when people move on.
- Imogen Hartley NoneYes. Let's make it count. I'll ask Callum to do that with you, if he's willing.
- Daniel Okafor NoneHe'll be willing, he's already been asking for something like it. I spoke to him last month and he said much the same, that the underwriters still ask him rather than using the dashboards.
- Imogen Hartley NoneThat's the key-person problem in miniature. If one person is the answer to every question, then the brain isn't a brain, it's a very expensive way of asking Callum.
- Daniel Okafor NoneHa. Well said. We can look at who's asking the questions and what share Callum and his team account for. I haven't put that to you yet, so I won't quote a share, but I can bring it next time.
- Imogen Hartley NonePlease. I'd like to see it by person, anonymised if that's easier for the first look.
- Daniel Okafor NoneI'll do it by team first, and we can go to named users if you want it.
- Imogen Hartley NonePerfect. Now, the other thing. I'm conscious we're approaching the renewal. I'd rather think about it now than in the final month.
- Daniel Okafor NoneI'd welcome that. For the record, your current term ends 30 Jun 2026 and the renewal date is 1 Jul 2026. You're at forty-four thousand a year. I'll be sending the renewal notice in good time, and I'll make sure it comes to you and to Callum together.
- Imogen Hartley NoneAnd the price? I've signed enough of these to know there's a list change somewhere in the background.
- Imogen Hartley NoneI'm not asking you to be cute. I know how it works.
- Daniel Okafor NoneI know you do. Yes, customers who signed on the earlier list move to the current one at their first renewal after the summer date, so Growth goes up. I won't quote you the figure from memory on a call, but I'll put it in writing with the notice, and I'd like to attach the usage picture to it so you can judge it against what you're getting.
- Imogen Hartley NoneThat's fair. And I'd rather see the usage picture than a discount conversation, honestly. A discount is a short-term answer. What I want is to know it's worth it.
- Daniel Okafor NoneThat's the right way round, and it's how I'd want to do it too. So here's what I'd propose. We spend the next couple of months getting more of the forty seats active, especially the underwriters and a few of your leadership team, we agree the handful of dashboards that matter, and by the time the notice lands you have a clear before and after.
- Imogen Hartley NoneI like that. Who from your side drives it? I don't want it drifting. I've seen expansions sit for a quarter because nobody was named.
- Daniel Okafor NoneI will, day to day. Priya Raman is still your account owner for anything commercial, and I'll make sure she's in the loop on the renewal. For the adoption work, it's me.
- Imogen Hartley NoneGood. And on our side it should be me as the sponsor, with Callum doing the work. I'll say that to him this week so it's clear.
- Daniel Okafor NoneThat would help a lot, genuinely. A sponsor who shows up makes more difference than any feature.
- Imogen Hartley NoneFlatterer. Right. Anything I should worry about that I haven't asked?
- Daniel Okafor NoneOne thing, which Callum raised. There's a change planned on one of your internal systems later in the year, and when a source changes, a connector can quietly stop loading. I've asked him for the date and a contact in IT so we can watch it with you. If you hear of the date first, tell me.
- Imogen Hartley NoneI'll chase it. That's the kind of thing I'd want to know about before it happens. Is that all?
- Daniel Okafor NoneThat's all I have. To recap. I'll send the account of the priority ticket by Friday, a view of questions asked by team, and a draft list of dashboards with owners. You'll speak to Callum about the sponsor arrangement. And we'll book the underwriter session so the usage picture starts moving.
- Imogen Hartley NonePerfect. Let's do the next check-in in a few weeks, once I've had a chance to talk to the underwriting heads.
- Daniel Okafor NoneI'll find a slot. Thank you again, Imogen. It's good to be working with you again.
- Imogen Hartley NoneAnd you. Best, Daniel. Speak soon.
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