Fenmoor Specialty Underwriting / BG-Demo – Training
Callcompleted
Fenmoor Specialty Underwriting · 29 Aug 2024 10:00
Callie Brennan trained Callum Reid and Kofi Mensah on search, chat and the dashboards builder. Callum built two oversight tiles for capacity providers. Refresh timing and a written Growth response time were the open points.
What was said
What this says
As at Fri 9 Oct 2026Callie Brennan trained Callum Reid and Kofi Mensah on search, chat and the dashboards builder. Callum built two oversight tiles for capacity providers. Refresh timing and a written Growth response time were the open points.
What happened: Callie Brennan trained Callum Reid and Kofi Mensah on pages, search, chat and the dashboards builder under Growth. Callum built two tiles for capacity-provider oversight.
Customer view: Callum wants the three tabs and a spreadsheet gone, and needs the dashboard right by 07:00 in case a provider calls at eight.
Commercial: Callie noted forty licences leave plenty of room to share widely. Callum asked for the Growth response time in writing, and Callie deferred it to Daniel.
Watch: Freshness was the sore point, since Kofi's morning submission and call were missing until the next refresh. Blank owners and a duplicated underwriter name come from the source data.
Themes
As at Fri 9 Oct 2026Theme
Growth onboarding and dashboards
Importance
neutral
Sentiment
positive
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Callie Brennan to send the setup note and one-page cheat sheet by end of the following day.
- Daniel to follow up in writing with the Growth service level this week.
- Callum Reid to fix the duplicated underwriter name at source by end of day.
Risks
As at Fri 9 Oct 2026- Data entered the same day is not in the brain until the next refresh, which may erode trust if providers expect current answers.
- Callum wants the Growth response time in writing and has not yet been given it.
- Blank owners and a duplicated underwriter name show source-data gaps that could undermine the oversight dashboard.
Opportunities
As at Fri 9 Oct 2026- Sharing the dashboards with the operations team and underwriters would deepen use under the Growth tier.
- Further capacity-provider oversight tiles could show investment in the dashboards builder.
Transcript
Callie BrennanMorning both. 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. Kofi's just joining, I can see him in the lobby.
Kofi MensahMorning, sorry, sorry. I was in the wrong meeting link for a minute. Can you hear me?- Callie BrennanWe can, no problem at all. Right, so the plan for the next hour or so, and we've got a bit more than that booked, is this. First, a quick tour of where everything lives. Second, pages and search. Third, chat, which is where most people end up spending their time. Fourth, the dashboards builder, because Growth includes it and Callum tells me that's what he cares about most. Then we leave time at the end for your own questions.
- Callum ReidWhat I need out of this is simple. Kofi able to pull a submission history without asking anyone. And me able to build the oversight view for the capacity providers. By the end of today, ideally.
- Callie BrennanThat maps cleanly onto the agenda, so good. Kofi, I'd like you to drive for the first part. I'll watch your screen and say what I'd click, but you do the clicking. It sticks better that way. Can you share?
- Kofi MensahSure. Sorry, one second. Okay, I'm sharing the browser window now. Can you see it? It's the home screen, the one with the search bar across the top and the recent pages down the left.
- Callie BrennanPerfect, I can see it. That's the landing view. The left-hand list is pages the brain has built for you, one per account, broker or submission depending on how your data is mapped. Click on any of the recent ones for me.
- Kofi MensahI'll click the top one. It's a cargo submission from last week. Okay, so it's opened up and there's a summary at the top, then a timeline underneath. Is that the timeline from the CRM or from the emails?
- Callie BrennanBoth, and that's the point. Each line shows its source, there's a small label on the right. CRM activity, an email, a ticket, a note from a call. Hover over one.
- Kofi MensahOh, I see it. It says it's from the CRM. And this one is an email thread. So it's all just merged into one list. That's a lot nicer than what I've been doing, which is three tabs.
- Callum ReidThree tabs and a spreadsheet, if I'm honest. That's the thing I want gone.
- Callie BrennanUnderstood. Now before we go further, one thing about freshness, because it will come up. The nightly refresh finishes by 07:00 on business days. So anything that came in yesterday afternoon is there when you sit down. Anything that comes in this morning will not be there until tomorrow. Worth knowing before you promise a broker something.
- Kofi MensahSorry to bother you, but is that why a submission I forwarded this morning isn't on the page yet? I wondered if I'd done something wrong.
- Callie BrennanExactly why. You haven't done anything wrong. It'll appear after tonight's refresh. If it's still missing tomorrow at 07:00, tell me and I'll look at the connector.
- Kofi MensahOkay, good. Thanks. Just double-checking, because my underwriter asked about it and I didn't want to say the wrong thing.
- Callie BrennanSensible. Right, let's move to search. Click the bar at the top and type a broker name, whichever you work with most.
- Kofi MensahTyping it now. Okay, so results are coming up in groups. People, pages, and then there's a section called documents. Should I click into documents?
- Callie BrennanYes. That's where the attachments land, the slips and the schedules. Notice you can filter on the left by source and by date range. Try narrowing to emails only.
- Kofi MensahDone. It's gone down a lot. Right. That's much more manageable. Is there a way to save that? I do the same search most mornings.
- Callie BrennanThere is. Top right of the results, the star icon. It keeps the filter and the wording. Give it a name you'll recognise.
- Kofi MensahOkay, I'll call it morning broker check. Saved. Is it okay that it's only on my account? Or can Callum see it?
- Callie BrennanIt's yours by default. You can share it with the team, there's a share option in the same menu. That's something Callum might want to do for common ones.
- Callum ReidI'd want the bordereaux queries one shared. By Friday, say. Kofi, build it and I'll look at it.
- Kofi MensahYes, of course. I'll do it after this. Thanks.
- Callie BrennanLovely. Let's do a little more on search wording, because people underuse it. You can type it like a sentence. Try: which marine cargo submissions have an open query from the capacity provider.
- Kofi MensahOkay, typing that. It's thinking. Right, so it's given me a list, and there's a short answer at the top, and then the pages it used underneath. Oh, it's listed the sources. That's helpful. I can see which email it took it from.
- Callie BrennanThat's the habit I want you to build. Always look at the sources before you paste anything into a broker email. The answer is a good start, the sources are how you trust it.
- Callum ReidThat's a capacity-provider question, that one. They ask it almost word for word. How many open, how old, who owns them.
- Callie BrennanThen it's a good one to turn into a dashboard in a bit. Let's finish chat first, as it's the one Kofi will use the most. Kofi, open the chat panel, the speech bubble at the bottom right.
- Kofi MensahOpening it. Okay, it says ask a question about your business. Do I just type? I don't want to break anything.
- Callie BrennanYou can't break anything, it only reads. Ask it something you'd actually need this week.
- Kofi MensahOkay. I've typed: what's the latest on the professional indemnity renewal for the account I was working on yesterday. It's come back with a summary, but, hm. It's saying the last contact was a few days ago, but I'm sure I had a call yesterday. Is this expected?
- Callie BrennanCalls are the same story as emails. Yesterday's call is in the recorder but it isn't in the brain until the refresh. So that's the answer being right about what it knows. Did you log the call in the CRM yourself?
- Kofi MensahNot yet, no. I was going to do it this afternoon. So that's probably also why.
- Callie BrennanProbably both. It's worth saying out loud, the brain is only as current as what's been written down somewhere it can read. That's a useful discipline for everybody.
- Callum ReidNoted. I'll say that to the team on Monday. Go on.
- Callie BrennanNext, follow-up questions. Kofi, ask it to narrow that to the last month only, don't repeat the whole thing. Just type the follow-up.
- Kofi MensahOkay. Typed: only the last month. It's kept the context. It's dropped two items. Right. So it remembers what I was asking. That's quite clever, actually.
- Callie BrennanIt holds the thread until you start a new chat. And if you do want a clean slate, the new chat button, top of the panel. Otherwise it'll carry the earlier question with it and sometimes that confuses things.
- Kofi MensahUnderstood. Just double-checking, if I get a wrong answer, is there a way to flag it? I'd rather not just ignore it.
- Callie BrennanThumbs down under the answer, and a line saying what was wrong. That goes to us, and to Callum as admin. It's useful. We'd much rather see it than not.
- Callum ReidI'll read them. Weekly. If something repeats I'll raise it with you.
- Callie BrennanGood. Let's take a short breather. Five minutes. Get a coffee, and when we're back Callum drives, and we go to dashboards.
- Callum ReidFine. Back at ten past, no later.
- Callie BrennanEveryone back? Callum, can you share your screen now? I'll ask you to open the dashboards area, it's in the main menu on the left, under pages.
- Callum ReidSharing. Dashboards. It's empty, obviously. Blank canvas. What do I do?
- Callie BrennanNew dashboard, top right. Give it a name, then you add tiles. Each tile is a question, a chart, or a table. What do you want on the first one?
- Callum ReidOpen bordereaux queries by capacity provider. Count, age, owner. That's the first thing they ask. Then a second tile, submissions awaiting a decision, by underwriter.
- Callie BrennanBrilliant, so two tiles. Click add tile, and choose from a question. You can type it the way you'd say it. Try the first.
- Callum ReidTyped it. It's given me a table. Count's there, ages are there. Owner column is blank for a few rows. Why's that?
- Callie BrennanBlank owners mean nobody was assigned in the source system. The brain isn't hiding anything, it's showing you the gap. Which is, frankly, a finding in itself for oversight.
- Callum ReidRight. That's a good point. That's a conversation with my team, not with you. Moving on.
- Kofi MensahSorry, can I ask, on that table, would I be able to sort by age? When I look at it I'd want the oldest at the top.
- Callie BrennanClick the column heading, Kofi, or Callum can, same thing. Once for ascending, twice for descending. Callum, do it for him.
- Callum ReidDone. Oldest first. Good. Can I change the chart from table to bar?
- Callie BrennanYes, the little icons top right of the tile. Bar chart, line, table. For counts by provider I'd keep the bar. For age, keep the table, people argue with a chart but not with a list.
- Callum ReidFair. Bar for the count, table for age. Second tile now.
- Callum ReidSecond one's in. Submissions awaiting decision by underwriter. That looks right. Though one name is spelled differently. Two rows for the same person.
- Callie BrennanThat'll be a mapping thing from the source. Two spellings in the CRM, so two people to the brain. Before we switch on anything that relies on that, I'd tidy it at source, then it flows through tomorrow. I'll add it to my notes.
- Callum ReidI'll have it fixed today. By end of day.
- Callie BrennanPerfect. Now, what time will the dashboard be right? Remember the refresh.
- Callum Reid07:00. That's what I need. If a provider calls at eight, I want it to be right.
- Callie BrennanBusiness days, every tier, yes. If it isn't there by 07:00 that's a ticket and you tell us straight away. Don't wait.
- Callum ReidUnderstood. And I'd like it by when, if I raise one? What's the response?
- Callie BrennanDaniel looks after that side and he'd give you the exact service level for Growth. I don't want to guess it for you. I'll make sure he follows up this week.
- Callum ReidFine. Tell him I want it in writing.
- Callie BrennanWill do. Let's carry on. Sharing. You can share a dashboard with named people, or the whole workspace. Forty licences, so you've plenty of room. Who should see this one?
- Callum ReidEveryone in the operations team and the underwriters. Not the broker-facing staff for now. Let me get this settled first.
- Callie BrennanThen use the share menu, pick the group. And if you're ever unsure, share with just yourself, check it the next morning, then widen it. That's what I'd do.
- Kofi MensahSorry to bother you, but can I ask a basic question? If I make my own dashboard, can it break Callum's? Or are they separate?
- Callie BrennanSeparate. Yours is yours, his is his. Only the owner can edit unless they give edit rights. You can copy his though and change your copy, which is a nice way to learn.
- Kofi MensahOh, that's good. Thanks. I'll do that, then. I'd be nervous otherwise.
- Callum ReidKofi, don't be nervous. Just copy it. Nobody's going to shout.
- Callie BrennanRight. Before we run out of time, let me make sure of what I'll send you. A setup note covering what we've done today, the saved searches, the dashboard, the refresh time, and the one mapping fix. And a one-page cheat sheet on asking good questions. Callum, anything you want added?
- Callum ReidA line on who to contact and by when. Support route. And the thing about the call logging. Short. Nobody reads long.
- Callie BrennanUnderstood, short. I'll send it by end of tomorrow. Kofi, last question from you?
- Kofi MensahJust one. Is there somewhere I can practise without worrying about it? Just asking silly questions until I'm confident.
- Callie BrennanChat is read-only, so every question is a safe one. Ask it things you already know the answer to and see if it agrees. That's the quickest way to build trust.
- Kofi MensahBrilliant, I'll do that. Thanks, both.
- Callum ReidGood session. Thanks, Callie. Speak soon.
- Callie BrennanThanks, both. Speak soon, cheers.
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