Fenmoor Specialty Underwriting / BG-Demo – Check In
Callcompleted
Fenmoor Specialty Underwriting · 20 Sep 2024 10:30
Callum Reid says the team now asks the brain instead of ringing him, with a bit over six active users against 40 Growth seats. He wants the quarterly review to prove hours saved. One late refresh went unraised.
What was said
What this says
As at Fri 9 Oct 2026Callum Reid says the team now asks the brain instead of ringing him, with a bit over six active users against 40 Growth seats. He wants the quarterly review to prove hours saved. One late refresh went unraised.
What happened: Daniel Okafor ran a short check-in with Callum Reid alone, as Kofi was on a submission. Daniel left owing several items by Wednesday.
Customer view: Callum says two underwriters now ask the brain rather than ring him, which is the metric he cares about. He wants the quarterly review to show hours saved, and a typical oversight request once took a day or two and now takes an hour.
Commercial: Headroom sits with claims liaison and the professional indemnity underwriters. Capacity providers have started asking for a view by binder. No renewal or price was discussed.
Watch: One 07:00 refresh was late and Callum did not raise it, so no ticket exists. Only Callum is admin, and the written Growth first-response time Daniel promised was already overdue.
Themes
As at Fri 9 Oct 2026Theme
Adoption headroom, value proof
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- Daniel to email by Wednesday: training options for the professional indemnity team, the Growth first-response time in writing, and Kofi's training recording.
- Daniel to confirm with implementation whether a view by binder is possible and answer Callum by Wednesday.
- Callum to send the date of the late refresh from Kofi's log and think about a second admin.
Risks
As at Fri 9 Oct 2026- A late nightly refresh went unraised and has no ticket, so any pattern is invisible.
- Callum is the only admin and thinks Kofi is too junior to be the second one.
- Value is unmeasured: Callum has not timed requests and wants a number to show people above him.
Opportunities
As at Fri 9 Oct 2026- Roll the brain out to claims liaison and the professional indemnity underwriters to use more of the 40 Growth seats.
- Build the quarterly review around a simple tally of request times to give Callum an hours-saved figure.
- Answer the capacity providers' request for a view by binder if binder is carried through from source systems.
Transcript
Daniel OkaforCallum, hello. Thank you for making the time, I know Fridays are rarely quiet for you. Is it just the two of us today, or is anyone else joining?
Callum ReidJust me. Kofi's on a submission, didn't want to pull him off. What I need from this is twenty minutes, thirty at the outside.- Daniel OkaforThat's fine, we've got thirty-odd minutes booked and I'll keep us tight. How's the week been, other than busy?
- Callum ReidBusy is the whole of it. Month end bordereaux, two syndicates asking for the same thing in different formats. So, you know. Normal.
- Daniel OkaforWhich is partly why I wanted to check in. Just to close the loop on how things have settled since Callie's training last month. How is the team finding it?
- Callum ReidBetter than I expected, to be honest. Kofi's in it every day. Two of the underwriters have started asking it questions rather than ringing me. That's the metric I care about, they ring me less.
- Daniel OkaforThat's lovely to hear. From my side, I can see the same pattern. Active users are a bit over six on average over the last month, which is up on where we were. Not dramatic, but it's the right direction.
- Callum ReidSix out of forty. I know. I can do the sum.
- Daniel OkaforI wasn't going to say it, but yes. There's plenty of headroom, and that isn't a criticism. You bought for the team you were growing into, and I think it's quite natural that it spreads one person at a time.
- Callum ReidIt's a fair point. Who should be next? That's the question. What I need is names, and a reason each. I won't roll it out to people for the sake of it.
- Daniel OkaforLet me think out loud. From the activity I can see, the questions people ask most are about open queries and about who owns what. So the people who suffer most from that are probably whoever chases providers. Does that sound like a particular group on your side?
- Callum ReidClaims liaison. They spend half the day reconciling. And the professional indemnity underwriters, they're lagging the marine team. Different habits.
- Daniel OkaforThen I'd suggest those two groups. And if it's useful, I could sit in a short session with the professional indemnity side. Keep it practical, their own submissions, nothing generic.
- Callum ReidBy when could you do that?
- Daniel OkaforLet me check with the team who'd run it, and I'll come back to you by Wednesday with a couple of options. I don't want to promise a slot I don't own.
- Callum ReidWednesday's fine. Put it in an email so I can forward it.
- Daniel OkaforWill do. Now, can I ask about the dashboards? Callie mentioned you built a bordereaux queries view in the training. Is that still being used?
- Callum ReidDaily. It's the first thing I open. It's the one I put in front of the capacity provider last week. They liked it. Asked who built it. I said we did.
- Daniel OkaforWhich is exactly how I'd hope it goes. Has it been right at 07:00? That's what you were most worried about.
- Callum ReidMostly. There was one morning, I think a Tuesday, where it hadn't caught up. Kofi spotted it before I did. I didn't raise it because by nine it was fine.
- Daniel OkaforI'd rather you did raise it, Callum, even if it's already sorted by nine. I can't see a ticket for it, and if there's a pattern I'd want to know before it becomes one. Can you remember roughly which morning?
- Callum ReidThe first week of the month. I'll ask Kofi for the exact day. He keeps a log. He's that sort.
- Daniel OkaforGood for him. If he can send me that, I'll look at the refresh history on our side. And I'd say, going forward, if it's late again, a quick ticket with the time you noticed is all it takes. It doesn't need to be a big thing.
- Callum ReidUnderstood. I don't like open-ended problems. If I raise one, I want a time on it. Not we're looking into it.
- Daniel OkaforThat's fair, and I'll make sure you get a time. On the support side, Growth has a defined first response for priority issues and I'll put it in the email on Wednesday, so you have it in writing. I think Callie mentioned you'd asked.
- Callum ReidShe did say. Good. Not seen it yet.
- Daniel OkaforThen it's overdue and that's on us. Apologies. It'll be with you on Wednesday along with the training options.
- Callum ReidFine. What else have you got?
- Daniel OkaforTwo things. One, the quarterly review. Growth includes a review each quarter where we look at usage and what it's been worth to you, and I'd like to get that in the diary for the autumn. It would help if you could give me a sense of what you'd want it to prove.
- Callum ReidProve? Easy. Time. How many hours my team isn't spending reconciling. If you can show me a number I can show the people above me.
- Daniel OkaforThat's a good brief. I can pull the question counts and who's asking them, but the hours are yours to estimate. What I'd suggest is we agree a rough baseline now. How long did a typical oversight request take before?
- Callum ReidA day. Sometimes two. Someone pulling from the CRM, someone from claims, someone from the mailbox. Now it's an hour if they're quick. I haven't measured it properly.
- Daniel OkaforThen perhaps that's something Kofi could help with, just a simple tally over a few weeks. Nothing heavy. A line each time a request comes in, and how long it took.
- Callum ReidHe'll do it. He likes lists. I'll set it up Monday.
- Daniel OkaforLovely. And the second thing, which is small. Who's the second admin? Right now I think it's only you. I'd feel happier if there were another person who could look after access and the connectors if you're away.
- Callum ReidHm. That's a fair point. Kofi's too junior to be admin, I'd say. Maybe one of the senior underwriters. Let me think. I'll come back to you.
- Daniel OkaforNo rush at all, just worth having in mind. It's the kind of thing that only matters when it matters.
- Callum ReidUnderstood. Anything on the connectors? Anything breaking I should know about?
- Daniel OkaforNothing. The sources are all loading, record counts are growing steadily, no tickets open. It's a quiet picture, which is what you want. Is there any change on your side coming, a new system, a migration, anything like that? Those are what usually upset a connector.
- Callum ReidNot that I know of. The mailbox, the CRM, the claims tickets, same as before. If IT touch something I'll tell you. They never tell me, but I'll ask.
- Daniel OkaforThat would be very kind. A heads-up is all we need, even a vague one.
- Callum ReidRight. One thing from me. The capacity providers have started asking for a view by binder. Not just by provider. Can the brain do that?
- Daniel OkaforIn principle, yes, if binder is a field that's carried through from your source systems. I don't want to say yes and then find it's mapped differently. Can I check with our implementation people and come back to you with a straight answer?
- Callum ReidBy when?
- Daniel OkaforBy Wednesday again, I'd say, same email. If it needs more than that I'll tell you that rather than go quiet.
- Callum ReidGood. That's a capacity-provider question and they won't wait for my convenience.
- Daniel OkaforUnderstood. I'll treat it as the priority. Is there anything else on your list that I've not touched?
- Callum ReidNo. I think that's it. Oh, one thing. Kofi asked me whether he could get a recording of the training. Callie ran it. Is there one?
- Daniel OkaforThe recorder will have it, I'll make sure he gets a link, and the setup note she wrote is in the shared folder too. I'll send both with Wednesday's email so it's one thing to look at.
- Callum ReidFine. Good. Thank you, Daniel.
- Daniel OkaforThank you, Callum. Just to close the loop on what I owe you. By Wednesday: training options for the professional indemnity team, the support response time in writing, the answer on binder views, and Kofi's recording. And from you, the day the dashboard was late, and a thought on the second admin.
- Callum ReidThat's it. Wednesday.
- Daniel OkaforBest wishes, and enjoy the weekend if the bordereaux let you.
- Callum ReidHa. We'll see. Cheers.
Callsmade from