Fenmoor Specialty Underwriting / BG-Demo – Onboarding
Callcompleted
Fenmoor Specialty Underwriting · 6 Aug 2024 11:45
Onboarding call with Callum Reid on Growth. Four sources to connect, three customer-side actions open, two admins planned, and the wider rollout held until the first full refresh. 07:00 freshness is his stated test.
What was said
What this says
As at Fri 9 Oct 2026Onboarding call with Callum Reid on Growth. Four sources to connect, three customer-side actions open, two admins planned, and the wider rollout held until the first full refresh. 07:00 freshness is his stated test.
What happened: Callie Brennan walked Callum Reid through four connectors (CRM, submissions, helpdesk, bordereaux drive), field mapping and admin training. The CRM is live, the helpdesk scope issue is resolved, and submissions and the drive wait on customer access.
Customer view: Callum wants underwriters to trust answers, and treats 07:00 as the line for a fresh brain. He wants a written plan with dates against each step.
Commercial: The Growth tier has room for eight connectors and forty users. Line of business needs a join from claim number to policy, which the brain can do.
Watch: Delivery depends on the drive service account, free-text field exclusions and the month-end batch timing, all owned by Fenmoor. A late first refresh would sour early impressions.
Themes
As at Fri 9 Oct 2026Theme
Onboarding connectors and access
Importance
neutral
Sentiment
neutral
Voice
decision-maker
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Callie Brennan sends the written plan with a date against each step, plus the exact drive permissions, after the call.
- Callum Reid raises the read-only drive service account request with his IT lead the same day.
- Callum Reid confirms which free-text fields to exclude and when the month-end batch finishes.
Risks
As at Fri 9 Oct 2026- The drive service account, free-text field choices and batch timing all sit with Fenmoor and could delay the first full refresh.
- Underwriters already logged in see partial data, so an early rollout could leave a poor first impression.
- Callum treats a stale 07:00 refresh as an immediate escalation.
Opportunities
As at Fri 9 Oct 2026- Joining claims tickets to policy records in the brain would replace the manual spreadsheet that prompted the purchase.
- A second trained admin, a senior analyst, makes the deployment less dependent on one person.
Transcript
Callie BrennanHello, Callum, can you hear me all right? I've got you on screen but I'm not sure my audio is behaving.
Callum ReidLoud and clear. Morning. Sorry, I'm a minute late, I was on with a syndicate's ops team and they wouldn't let go.- Callie BrennanNo, that's fine, you're bang on time really. Right, so, plan for the next forty-odd minutes. First I want to walk through the connectors we're switching on and what I need from your side for each one. Then the field mapping for submissions and bordereaux. Then who on your team is going to be an admin, and finally what the first refresh looks like and when.
- Callum ReidGood. What I need is a clear picture of when my underwriters can actually ask it something and trust the answer. The capacity providers don't care that we're onboarding.
- Callie BrennanUnderstood. And that's exactly what the plan is built around. So, you're on Growth, forty licensed users, and that gives us room for eight connectors. We've talked about four sources to begin with: your CRM, the submissions system, the helpdesk where claims tickets sit, and the shared drive where the bordereaux files land.
- Callum ReidCorrect. Bordereaux is the one that matters most. The drive is a mess, I'll be honest. Folders per binder, then per month, then somebody's initials.
- Callie BrennanMm, that's very common, and it maps cleanly as long as the naming is consistent within a binder. What I need from your side is a read-only service account for the drive, and I need it in writing before we switch on the refresh. I don't start a connector on a verbal yes.
- Callum ReidBy when?
- Callie BrennanIf I have it by the end of this week, we can have the drive connected early next week. That keeps us inside the plan.
- Callum ReidMy IT lead is out Thursday. So it has to be raised today. I'll send him the request as soon as we're off.
- Callie BrennanPerfect. I'll put the exact permissions into an email straight after the call so he's not guessing. Read-only, the specific root folder, nothing wider. Is that all right with you?
- Callum ReidNothing wider, no. The compliance people would have kittens. Keep it to the bordereaux root.
- Callie BrennanLovely. Now the CRM. Your admin there has already granted us the connection, I can see the token on my side, so that one is live. We've indexed the account and contact objects, and activity history is loading as we speak, actually.
- Callum ReidHow far back does it go? Because the broker relationships go back years, and the capacity providers ask about the history.
- Callie BrennanThat's one of the choices. By default we take the full activity history. If you'd rather cap it, say for data-protection reasons, tell me now and I'll set a window. Otherwise the full lot goes in.
- Callum ReidHmm. Full history is fine for the CRM, those are business contacts. Let me check with compliance on anything with personal notes in it, though. Can you flag which fields are free text?
- Callie BrennanYes, I'll list the free-text fields in the setup note and you can tell me which to exclude. That's a step I'd rather do before the first refresh than after. So, that's an action for me, a list of free-text fields, and an action for you, which ones come out.
- Callum ReidFine. Next.
- Callie BrennanThe helpdesk. I saw your team raised a couple of tickets with us already, one of them marked high priority. Just so I understand, was that about the helpdesk connection?
- Callum ReidThat was the one where the credentials we sent didn't have the right scope. Somebody in my team set it up with agent permissions and your side needed admin read. It's been sorted now, I think.
- Callie BrennanYes, I can see it's resolved, and the connection is showing healthy. It was a scope issue, nothing wrong with the data. I'll still run a test pull this afternoon and confirm the ticket count matches what you see in the helpdesk itself.
- Callum ReidPlease do. If the numbers don't tie out I'd rather know now than when someone's presenting it to a syndicate.
- Callie BrennanAbsolutely. I never say a mapping should be fine until I've actually checked it. So, claims tickets: we'll map claim reference, binder, status, handler and the opened and closed dates. Does that cover what your people filter on?
- Callum ReidAdd the line of business. Marine cargo versus professional indemnity. Every oversight question comes split that way.
- Callie BrennanGood catch. Is that a field on the ticket, or does it come from the policy record?
- Callum ReidPolicy record, I think. Tickets just carry the claim number. Somebody would need to join them. Underwriting ops did it by hand in a spreadsheet, which is the whole reason I'm here.
- Callie BrennanRight. So the join is claim number to policy, then policy to line of business. If the submissions system holds the policy record, we can do it on our side, in the brain, and your spreadsheet goes away. I'll confirm when I've seen the submissions fields.
- Callum ReidThat's what I need. Submissions next, then?
- Callie BrennanYes. That's the one I haven't connected yet, because I'm waiting on your database read access. What I need is a read replica or an export location, whichever your IT lead prefers. I'd lean towards an export, to keep the load off the live system.
- Callum ReidExport. Nightly. They won't thank me if the brain slows down quoting.
- Callie BrennanNightly export it is. That lines up with the refresh, which completes by 07:00 every business day, so your people open the dashboards to current data.
- Callum Reid07:00 is the line. That's when I look. If it's stale at 07:00 I get a phone call by 07:15.
- Callie BrennanUnderstood, and I'll make sure the export lands well before then. I'd propose we time it so it's finished by midnight, which gives the refresh the whole night. Does that clash with anything your end?
- Callum ReidThere's a month-end batch that runs late. Sometimes it's still going at one in the morning.
- Callie BrennanMm. Then we should schedule the export after the batch, not before, otherwise we'd index half a month-end. Can you find out when the batch normally finishes? Roughly is fine, I can add a buffer.
- Callum ReidI'll ask. I think it's about two hours, but don't hold me to that.
- Callie BrennanNo, I won't, and I'll put it down as an open question rather than a fact. Good. So that's three actions on your side: the drive service account, the free-text fields, and the batch timing. Anything I've missed?
- Callum ReidThe admins. You said you'd cover that.
- Callie BrennanI did, thank you. I'd like two admins at least, so nothing depends on one person being in. Who do you have in mind?
- Callum ReidMe, obviously, and one of my senior analysts. She knows the bordereaux formats better than I do. She'll want the training.
- Callie BrennanThat works well. I'd run a session just for the two of you, covering how to add a source, how to check a refresh, and how to read the connector status page. The aim is that by the end you can run things alone without ringing us.
- Callum ReidGood. And the underwriters themselves? A handful are already logged in, poking about.
- Callie BrennanYes, I can see a few people in there already, which is lovely, though they're looking at partial data, so I'd hold the wider rollout until the first full refresh has landed and I've checked it. Otherwise the first impression is a half-empty brain.
- Callum ReidAgreed. I'll tell them to wait. When is that, realistically?
- Callie BrennanIf the access arrives this week, I'd aim for a first complete refresh by the end of next week, and I'll confirm it with you the morning after, not before. I'm not going to promise a date to you that depends on someone else's permissions.
- Callum ReidFine. Send me the plan in writing, with the dates against each step.
- Callie BrennanThat's what I'll do. A date against every step, who owns it, and what I need. Thanks, Callum. I'll get it over to you this afternoon.
- Callum ReidGood. Speak soon. Callum.
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