Fenmoor Specialty Underwriting - QBR
Documentfinal Fenmoor Specialty Underwriting: documents · qbr_deck · final · 2026-08-16
A final quarterly review deck by Daniel Okafor for an Enterprise customer. It calls the picture steady rather than strong: around fifteen active users, five tickets in a month with four high priority, and no overdue invoices. It proposes a ticket review, adoption push and early renewal conversation.
What it says
What this says
Current to 10 Oct 26A final quarterly review deck by Daniel Okafor for an Enterprise customer. It calls the picture steady rather than strong: around fifteen active users, five tickets in a month with four high priority, and no overdue invoices. It proposes a ticket review, adoption push and early renewal conversation.
What it is: a customer-facing QBR prepared 16 Aug 2026 by Daniel Okafor, Customer Success Manager. It states the term runs to 30 Jun 2027 and that Fenmoor has been a customer since 1 Jul 2024 on Enterprise.
Commits: Daniel to walk Fenmoor through each of the four high priority tickets, covering cause, response time against the Enterprise commitment, and any fix. He also proposes an enablement session and an early renewal conversation.
Unusual: the deck gives no figures for contract value, licensed users or ticket timestamps. It describes usage as "Around fifteen" against "The full Enterprise user allowance".
Not settled: whether any high priority ticket missed the Enterprise first-response commitment, and which tickets concerned freshness or availability. It names no dates for the proposed actions and does not say who the heaviest askers are.
As found in this document
Current to 9 Oct 26- Date end
- 30 Jun 2027
- Date start
- 1 Jul 2024
- Ticket review
- Daniel to walk Fenmoor through each of the four high priority tickets: cause, response time against the Enterprise commitment, and any fix.
- Adoption push
- A short enablement session for underwriting and claims teams who are licensed but not yet asking questions.
- Renewal readiness
- Start the renewal conversation early enough that nobody is surprised, well ahead of the end of the term.
The document
Body
Fenmoor Specialty Underwriting - QBR
Quarterly business review, prepared 16 Aug 2026 Prepared by Daniel Okafor, Customer Success Manager, B-Brain Account owner: Priya Raman Status: Final
Where we are
Fenmoor has been a B-Brain customer since 1 Jul 2024 on the Enterprise tier. The current term runs to 30 Jun 2027, so we have a full year of the contract ahead of us. This review looks at how the brain is being used, what has gone wrong lately, and what we would like to do together over the coming quarter.
I want to be straightforward about the tone of this review. The picture is steady rather than strong, and the ticket queue over the last month has been busier than either of us would like.
| Measure | Position |
|---|---|
| Tier | Enterprise |
| Contracted subscription | The Enterprise annual subscription, in line with the executed order form |
| Licensed users | The full Enterprise user allowance |
| Typical active users, last month | Around fifteen |
| Change against the prior quarter | A small rise |
| Overdue invoices | None |
Usage
Read the whole document (4,579 characters)
On average, only around fifteen people were active in the brain over the last month. That is a small step up on the previous quarter, and I am glad to see the direction, but it is a long way short of the number of people the Enterprise licence covers.
What I read from this:
- The brain is clearly valued by a core group, most likely underwriting operations, who use it to answer capacity providers' oversight questions.
- The wider licensed population has not yet picked it up. That is headroom in one sense, but it is also a risk when we come to talk about renewal and about what the brain is worth to the business.
- I would like us to know who the heaviest askers are, because a small group carrying most of the questions is a key-person exposure for Fenmoor as much as for us.
Support and service
There were five tickets in the last month, and four of them were high priority. For a customer of this size and tier that is a noticeable concentration, and I do not want to gloss over it.
Points worth stating plainly:
- High priority tickets on the Enterprise tier carry the fastest first-response commitment we offer. I will go through the timestamps of each of the four with our support team before this review is discussed, so we are looking at what actually happened and not at how the tickets were worded.
- Availability and data freshness are separate things. A brain that answers on stale data was still available, and on the Enterprise tier both are covered by service credits. We should be clear with each other which of the two any given ticket is about.
- I will report back on the cause of each ticket in the same terms, by category: connector sync, data freshness, or how-to.
Commercial position
There are no overdue invoices, and payment has been on time. That tells me the concern here is about value and adoption, not about money or goodwill. It is exactly the situation where a clear value case matters more than a discount conversation.
Risks to keep an eye on
| Risk | Why it matters | What we do |
|---|---|---|
| Low adoption against the licensed users | Hard to defend the renewal on value if most seats are idle | Targeted enablement for the teams not yet using the brain |
| Cluster of high priority tickets | Erodes confidence among the people who do use it | Review each ticket with support and share the findings |
| Reliance on a small group of askers | Key-person risk if one of them moves on | Widen the group of regular users and admins |
Proposed plan for the coming quarter
- Ticket review. Daniel to walk Fenmoor through each of the four high priority tickets: cause, response time against the Enterprise commitment, and any fix.
- Adoption push. A short enablement session for underwriting and claims teams who are licensed but not yet asking questions. An on-site training day is available as an add-on if that would help.
- Value case. Agree with Priya Raman and the Fenmoor sponsor which two or three questions the brain should be answering reliably for capacity providers, and measure those.
- Renewal readiness. Start the renewal conversation early enough that nobody is surprised, well ahead of the end of the term.
Next steps
Just to close the loop: I will come back to you with the ticket findings shortly, and I would welcome thirty minutes with the Fenmoor team to agree the adoption plan. How is the team finding it day to day? That is the question I would most like answered in the room.
Best wishes, Daniel
Unusual terms
Current to 9 Oct 26- Four of five tickets high priority in one month
- Active users far below licensed allowance