Fenmoor Specialty Underwriting / BG-Demo – Onboarding
Callcompleted
Fenmoor Specialty Underwriting · 14 Aug 2024 11:30
Onboarding call on 14 Aug 2024. All four connectors are live, but Callum Reid's show-the-underwriters date slips from Friday to Monday so two clean refreshes and a written reconciliation come first.
What was said
What this says
As at Fri 9 Oct 2026Onboarding call on 14 Aug 2024. All four connectors are live, but Callum Reid's show-the-underwriters date slips from Friday to Monday so two clean refreshes and a written reconciliation come first.
What happened: Callie Brennan confirmed the four connectors are live and the first full refresh landed before 07:00. She walked Callum Reid through premium basis, ticket prefix matching, broker duplicates and the open-queries view.
Customer view: Callum wanted to show underwriters on Friday and accepted Monday reluctantly, on condition of a written reconciliation first. His concern is numbers that are silently wrong in front of the syndicates.
Commercial: Daily use is about five or six people against forty licensed on Growth. Rollout in two lots, underwriters then claims, is the adoption path; the dashboards builder is already carrying his main use case.
Watch: Two coverholders send net premium and Callum has not yet named them. Weekend support runs through a priority ticket, which he accepted but should be reinforced with his deputy.
Themes
As at Fri 9 Oct 2026Theme
Onboarding go-live and reconciliation
Importance
neutral
Sentiment
mixed
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Callum Reid to send the names of the two net-premium coverholders and a yes or no on the training slot.
- Callie Brennan to run two manual refreshes and send the reconciliation note by end of Thursday.
- Callie Brennan to switch on the nightly schedule if both runs reconcile and send the setup note to Callum and Daniel Okafor.
Risks
As at Fri 9 Oct 2026- Go-live moved later than Callum wanted, and he needs written proof of reconciliation before he tells anyone.
- Premium basis is unresolved for two coverholders who send net, so totals could be wrong until he sends their names.
- Weekend issues must go through a priority ticket, a route Callum and his deputy have only just been told.
Opportunities
As at Fri 9 Oct 2026- Daily use of five or six people against forty licensed leaves room to widen from underwriters to claims.
- The open-queries dashboard answers a question capacity providers ask, which builds the value case for the Growth subscription.
Transcript
Callie BrennanSorry, Callum, I'm a minute behind, the call before this one overran. Can you hear me?
Callum ReidI can. Morning. No problem.- Callie BrennanThanks. So the plan for today, because I know you want to get on. First, what's changed since last week: which connectors are live and what the first refresh did. Second, the few things in the data I want you to look at. Third, when we switch on the nightly schedule. And last, the setup note and who looks after what once onboarding's done.
- Callum ReidGood. What I need is to know whether I can show the underwriters on Friday. By when's it ready?
- Callie BrennanLet me earn that answer. Connectors first. Salesforce live, as before. Zendesk is connected: the token came through last Thursday evening, in writing, and I connected on Friday. SharePoint came through on Monday once your colleague in IT had given read access to the binder folders. And the mailbox is in as well, shared submissions and yours.
- Callum ReidTold you he'd get there. He needed two nudges.
- Callie BrennanHe did, and I'm grateful for the nudges. So that's all four. The first full refresh ran on Monday night and landed well before 07:00. Records indexed are moving up on every source, which is what I want to see.
- Callum ReidAnd is the data right?
- Callie BrennanMostly. Which is why I want you on this call. Give me a moment, I'll share my screen.
- Callie BrennanCan you see the reconciliation sheet?
- Callum ReidYes.
- Callie BrennanRight. First thing. In the bordereaux files, the column headed premium is sometimes gross and sometimes net of brokerage, depending on the coverholder. I can see it from the totals when I compare against each header line, but I can't know which is which for every binder without you.
- Callum ReidGross, always, for the capacity providers. What differs is that two of the coverholders send net and we gross it up in a sheet we keep on the side.
- Callie BrennanOkay, so I need to know which two.
- Callum ReidThe smaller binders. I'll send you the names this afternoon. I don't want to say it from memory and get it wrong.
- Callie BrennanGood, that's the right instinct. In the meantime I'll map premium as received and add a flag field for basis, gross or net, which I'll fill when I have your names. That way nothing is silently wrong.
- Callum ReidFine. Silently wrong is what gets me in trouble with the syndicates.
- Callie BrennanSecond thing. Your team marks bordereaux queries in Zendesk by the start of the ticket subject rather than by a category. I can match on that, but it's brittle, so I want to be sure it's consistent. Is it?
- Callum ReidBDX at the front. Always. Has been for years.
- Callie BrennanLovely, then I'll match on that prefix and write it down in the setup note, so if anybody ever changes the convention we know why the query counts moved.
- Callum ReidNobody will change it. They'd have me to answer to.
- Callie BrennanThird thing. The duplicate broker records from last time. Did your ops people get to those?
- Callum ReidMost of them. A handful left, they're chasing the rest.
- Callie BrennanThat's fine. The ones you've fixed fell away in Monday's refresh, and the rest will go the same way once they're merged in the CRM. I haven't touched your source data.
- Callum ReidGood.
- Callie BrennanNow the schedule, because it's your date. Before we switch on the nightly schedule I want two more manual runs, tonight and tomorrow night. If both land before 07:00 and the totals reconcile to your header lines, I switch on the schedule on Friday and the first scheduled refresh lands on Saturday's data. You'd see a proper working-day refresh on Monday morning.
- Callum ReidSo not Friday.
- Callie BrennanI'd show your underwriters on Monday. If you show them on Friday you're showing them something on its first morning, and you told me last week you wanted to see it right two mornings running.
- Callum ReidHmm. I did say that. It's later than I wanted though.
- Callie BrennanI know, and I'd rather give you a date I'll keep than a date I might have to apologise for.
- Callum ReidFine. Monday. And I'll want it in writing that it's reconciled before I say anything to anyone. By when?
- Callie BrennanEnd of Thursday. I'll send you a note after the second manual run, with the totals next to your header lines.
- Callum ReidGood. Show me the open-queries view then. That's the one.
- Callie BrennanRight, this is a first draft built in the dashboards builder, so please be harsh. Open bordereaux queries by binder, with the age of each one, from the BDX tickets and joined to the file lines.
- Callum ReidOkay. The ageing is wrong. You've got it in weeks. We age queries in month bands, because that's how the capacity providers ask. Anything older than a month is a conversation.
- Callie BrennanThat's useful. Let me change the bands while you watch. Give me a minute.
- Callie BrennanThere. Within the month, over a month, over two months. Does that read the way you'd say it to a syndicate?
- Callum ReidCloser. Put the oldest on top. They ask about the oldest first.
- Callie BrennanDone. And I'll add a filter by binder and by broker, so an underwriter can narrow it without asking anyone.
- Callum ReidThat's what I need. Yes.
- Callie BrennanThat maps cleanly, then. Users. I can see about five or six people logging in on a typical day, which is much as before, against forty licensed. Is Monday still the day you open it up more widely?
- Callum ReidMonday if the Thursday note says reconciled. Underwriters first, then claims.
- Callie BrennanUnderstood. I'd suggest not everybody at once. Underwriters Monday, claims later in the week, so that if there's a question about a number we're answering a handful of people rather than forty.
- Callum ReidSensible. I'll do it in two lots.
- Callie BrennanAnd admins: I've added your deputy as the second admin, as agreed, and she's had the walk-through of the connector status page. She asked a good question about what amber meant, which is a good sign.
- Callum ReidShe would. Fine.
- Callie BrennanNow the setup note. It will list each connector, who gave the access and when, the mapping decisions you made and the reasons: bound status from the custom field, lead syndicate and line from the bordereaux headers, premium basis flag, the BDX prefix, mailbox history of the last twelve months. Anybody who picks this up in future can see why it's built the way it is.
- Callum ReidGood. I don't want to explain it again to someone new.
- Callie BrennanYou won't have to. After go-live, Daniel Okafor is your day-to-day contact for adoption and the quarterly reviews, and Priya Raman stays on the commercial side. I'll introduce Daniel properly in the note, and he'll have the same list of open items I do.
- Callum ReidIf something goes wrong at weekend, who do I call?
- Callie BrennanYou raise a priority ticket, rather than ringing a person, because the ticket is what starts the clock on the response commitment for Growth. Daniel will go through that with your deputy so she knows the route.
- Callum ReidRight. Ticket, not phone call. Got it.
- Callie BrennanOne more training thought. I'd offer your underwriters a short session on Tuesday or Wednesday, late afternoon like we said, once Monday's gone smoothly. Show them the open-queries view and how to ask the brain a plain question about a binder.
- Callum ReidLate afternoon works. Not Monday itself, they'll be busy looking at it.
- Callie BrennanAgreed. Okay, recap so we leave with the same list. Yours: the names of the two coverholders who send net, this afternoon. The chase on the last few broker duplicates. And a yes or no on the training slot by Friday. Mine: two manual runs, tonight and tomorrow night, the reconciliation note to you by end of Thursday, the nightly schedule on Friday if both runs reconcile, and the setup note to you and to Daniel next week.
- Callum ReidNames this afternoon. Thursday note. Monday, underwriters. That's the list.
- Callie BrennanThat's the list. And if tonight's run is late, I'll tell you first thing, not wait for you to find it.
- Callum ReidThat's all I ask.
- Callie BrennanHow's the rest of your week looking? You sounded busy last time.
- Callum ReidBinder renewals, bordereaux due, the usual. It never stops.
- Callie BrennanThen I'll let you get on. Thanks, Callum, this was useful.
- Callum ReidCheers. Speak Thursday.
- Callie BrennanSpeak soon. Bye for now.
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