Fenmoor Specialty Underwriting - QBR
Documentfinal Fenmoor Specialty Underwriting: documents · qbr_deck · final · 2025-08-11
Final quarterly business review by Daniel Okafor for Fenmoor, a Growth tier customer since 1 Jul 2024 with a term to 30 Jun 2026. Healthy but narrow use in one team, no tickets, no overdue invoices. Opportunity is breadth, not repair.
What it says
What this says
Current to 11 Oct 26Final quarterly business review by Daniel Okafor for Fenmoor, a Growth tier customer since 1 Jul 2024 with a term to 30 Jun 2026. Healthy but narrow use in one team, no tickets, no overdue invoices. Opportunity is breadth, not repair.
What it is: a customer success review dated 11 Aug 2025, written by Daniel Okafor. It states "The opportunity is breadth, not repair."
Commits: it sets four actions with owners, three for Daniel and one for Priya Raman, all timed "Within the next quarter" or ahead of the next review. It states no service levels, price or billing terms.
Unusual: it says "Renewal is a year away" and the term end is fixed at 30 Jun 2026. It also admits there is no customer-owned statement of time saved.
Not settled: the deck gives no user counts, question counts or contracted revenue, only "As on the executed order form". It is over a year old as of today, so it does not show the current position or whether the renewal was handled.
As found in this document
Current to 9 Oct 26- Date end30 Jun 2026Source: object_read:doc_001_017
- Date start1 Jul 2024Source: object_read:doc_001_017
The document
Body
Fenmoor Specialty Underwriting - QBR
Quarterly business review prepared by Daniel Okafor, Customer Success Manager, BB-Demo. Review date: 11 Aug 2025. Status: Final.
Where we are
- Customer since 1 Jul 2024, on the Growth tier.
- Current term runs to 30 Jun 2026.
- Account owner: Priya Raman. Customer Success Manager: Daniel Okafor.
- Fenmoor bought the brain so underwriting operations can answer capacity providers' oversight questions from one view of submissions, bordereaux queries, claims tickets and CRM activity.
Account snapshot
| Item | Position |
|---|---|
| Tier | Growth |
| Contracted annual recurring revenue | As on the executed order form |
| Licensed users | The Growth user allowance |
| Overdue invoices | None |
| Support tickets in the last month | None |
| High-priority tickets in the last month | None |
The account is paid up and quiet on the support side. That is a good sign on its own, but we read it alongside usage rather than instead of it.
Usage
Read the whole document (3,913 characters)
- Active users over the last month sit well below the licensed number, so there is plenty of headroom on the licence.
- Active users are roughly flat against the prior quarter, with a very small dip. Nothing to be alarmed about, but it is not growth either.
- Usage is concentrated in the underwriting operations team. The wider underwriting and claims teams use the brain much less.
- The connectors set up at go-live are all loading and records indexed continue to rise, so the brain is not going stale.
What this tells us: the brain is embedded in one team and healthy there. The opportunity is breadth, not repair.
Value delivered
- Capacity providers' oversight questions can now be answered from one place rather than by reconciling the CRM, the helpdesk and bordereaux spreadsheets by hand.
- The team asks the brain the questions it used to send round by email. Daniel will bring the monthly question counts to the next conversation so we can show the trend rather than describe it.
- We do not yet have a customer-owned statement of time saved. Agreeing one with the operations lead would make the renewal conversation much easier.
Issues and risks
- Silence is not the same as satisfaction. With no tickets at all, we are relying on usage and conversation to know how the team feels. Daniel will check in directly.
- Narrow user base. If the main users were to move on, the account would lose most of its day-to-day activity. We should widen the circle of people who ask questions.
- Dashboards. Few dashboards have been built so far. The Growth tier includes the dashboards builder and it is under-used.
- Renewal is a year away, but the term end is fixed and the conversation should start early.
Plan for the next quarter
| Action | Owner | Timing |
|---|---|---|
| Run a short working session with the claims and underwriting teams to show what they could ask the brain | Daniel Okafor | Within the next quarter |
| Help the operations team build a first set of dashboards for oversight reporting | Daniel Okafor | Within the next quarter |
| Agree a simple measure of value with Fenmoor, for example time saved on oversight requests | Daniel Okafor with the Fenmoor operations lead | Before the next review |
| Confirm who at Fenmoor owns the renewal and whether procurement should be involved | Priya Raman | Ahead of the next review |
Asks of Fenmoor
- Two or three names from other teams who would try the brain.
- A candid view on what would make it more useful day to day.
- A steer on whether more connectors or more users are likely to be needed during the term.
Next steps
Just to close the loop: Daniel will send a short follow-up note after this review with the actions above and will come back with the usage trend before the next quarterly review. How is the team finding it? We would like to hear it in their own words.
Best wishes, Daniel