Your day-to-day contact at B-Brain
Email thread Fenmoor Specialty Underwriting: documents · cs
Daniel Okafor tells Imogen Hartley and Callum Reid he remains day-to-day contact after a B-Brain colleague left. Callum replies that user numbers have dipped, the morning view was stale, and asks who signs off with no account owner.
What was said
What this says
Current to 11 Oct 26Daniel Okafor tells Imogen Hartley and Callum Reid he remains day-to-day contact after a B-Brain colleague left. Callum replies that user numbers have dipped, the morning view was stale, and asks who signs off with no account owner.
Ask: Daniel confirms the order form stands to 30 Jun 2027 and that the account has no active owner on the commercial side. He also asks Imogen for an hour on broadening usage.
Customer view: Callum says his team's usage has dipped again and two people found the morning view out of date more than once. He calls it a capacity-provider question and wants to know whether the fault is B-Brain's or a changed source.
Next: Callum asks who decides anything needing sign-off, and by when he will get an answer. Imogen is copied and may add her view.
The thread
Updated 9 Oct 26Messages
Daniel Okafor 1 Sep 2026 15:18Dear Imogen and Callum, I wanted to write to you both directly, as I think you will have heard that Priya has left B-Brain. I am sorry that this reached you as news rather than from me first. Just to be clear on how things stand: I remain your day-to-day contact. I have been your customer success manager since the go-live in July 2024, and that does not change. Anything about how the brain is running, your connectors, the morning refresh, questions about adoption or the support tickets still comes to me, and I will answer you myself or tell you who is. As for the contract, your order form stands as signed, with the full licensed users and the term running to 30 Jun 2027. Nothing about that changes because of a colleague moving on. Until a new account owner is named, the account has no active owner on the commercial side. I will make sure that any commercial question is picked up properly and not left sitting, and I will let you know the moment that changes. Imogen, I would still like to find an hour with you on how to broaden usage across the underwriting teams. Callum, I will keep the ticket summary I owe you coming. How is the team finding it at the moment? If there is anything you would like me to look at before we speak, please say. Best wishes, Daniel Daniel Okafor Customer Success Manager, B-Brain
Callum Reid 2 Sep 2026 15:22Daniel, Thanks, understood. Good to have it confirmed that you are the one we go to. What I need is simple. The number of my people using it has dipped again, and I would like to know why before somebody above me asks. Two of the team told me the morning view was out of date more than once. That is a capacity-provider question, not a nice-to-have. By when can you tell me whether that is a fault on your side or a source on ours that has changed? Also, who signs off anything that needs deciding while there is no account owner? I do not want a change request sitting with nobody. Imogen is copied. She knows the product better than I do, so she may want to add to this. Callum On 1 Sep 2026, at 15:18, Daniel Okafor wrote: > I remain your day-to-day contact. Anything about how the brain is running, your connectors, the morning refresh, questions about adoption or the support tickets still comes to me.