Fenmoor Specialty Underwriting / BG-Demo – Check In
Callcompleted
Fenmoor Specialty Underwriting · 11 Oct 2024 14:15
Positive check-in a few months after go-live. Usage is spread but one analyst carries a lot. Callum Reid wants a monthly oversight pack and a claims reserves connector, and asked for written response times.
What was said
What this says
As at Fri 9 Oct 2026Positive check-in a few months after go-live. Usage is spread but one analyst carries a lot. Callum Reid wants a monthly oversight pack and a claims reserves connector, and asked for written response times.
What happened: Daniel Okafor and Callum Reid reviewed adoption. Callum said underwriters now use the brain unprompted, and the 07:00 refresh has been on time.
Customer view: Callum asked for a walk-through built on real capacity-provider questions, and for a time on late-refresh notice: "I don't accept we're looking into it without a time."
Commercial: Growth has dashboards for the monthly oversight pack and spare connector room for the claims system. No contract change is needed, and the contract runs to 30 Jun 2025.
Watch: One analyst asks a large share of the questions, which is a key-person risk. The response-time promise and the saved-question request are open.
Themes
As at Fri 9 Oct 2026Theme
Adoption and claims connector
Importance
upsell
Sentiment
positive
Voice
decision-maker
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Callum Reid sends three or four real capacity-provider questions the next day.
- Daniel Okafor sends the tier response times in writing this week and a walk-through date by the end of next week.
- Callum Reid asks his IT lead about read-only access to the claims reserves tables.
Risks
As at Fri 9 Oct 2026- One analyst carries a large share of questions, so value depends on a single person.
- Daniel Okafor has promised written response times that Callum Reid will hold BG-Demo to.
- Underwriters retyping repeated questions is a product gap that BG-Demo cannot date.
Opportunities
As at Fri 9 Oct 2026- A monthly oversight pack built on the Growth dashboards builder deepens use and shows value to the syndicates.
- A claims reserves connector would add depth inside the eight-connector allowance.
Transcript
Daniel OkaforHello, Callum, thank you for making the time. It's just the two of us today, I think, is that right?
Callum ReidJust me. Afternoon, Daniel. What I need out of this is a quick read on how we're doing and whether there's anything I should be doing differently. I've got about half an hour.- Daniel OkaforThat's about what I'd planned. How is the team finding it, first of all? It's a few months since go-live now, so I'd like to hear it from you rather than just the usage charts.
- Callum ReidHonestly, better than I expected. The underwriters use it for submission look-ups now without being nagged. A few of them actively prefer it to ringing my team.
- Daniel OkaforThat's lovely to hear, and it matches what I see. Active users are up quite a lot on the previous quarter, and the number of questions people ask has gone the same way. The shape is what I like: it's not one enthusiast, it's spread across the team.
- Callum ReidThere's one analyst who lives in it. She's asking things I wouldn't have thought to ask. But yes, others are catching up.
- Daniel OkaforMm, and I'd keep an eye on that, just gently. If one person carries most of the questions, it's a risk when she's on holiday. The more the others pick up, the more resilient it is. Do you have a sense of why some people haven't started?
- Callum ReidHabit, mainly. They have their own spreadsheets. Once they've been caught out once by a stale spreadsheet they come round.
- Daniel OkaforThat's a fair way of putting it. We're licensed for forty users and you're a long way inside that, so there's no pressure on numbers. If it would help, I can do a short walk-through for the stragglers, thirty minutes, built around the questions your capacity providers actually ask.
- Callum ReidDo that. But it has to be real questions, not a feature tour. Marine cargo accumulations, professional indemnity claims by binder. That kind of thing.
- Daniel OkaforEntirely agree. If you send me three or four of the real ones, anonymised however you like, I'll build the session around them. I'll come back to you by the end of next week with a date for it.
- Callum ReidI'll send them tomorrow. What else do you have?
- Daniel OkaforLet me check the other side of it. Nothing at all on the support side in the last month, no tickets, which is a good sign, though I never take silence for granted. Is anything bugging people that they just haven't reported?
- Callum ReidNot that I've heard. The 07:00 refresh has been on time. That's all I look at, really. If it's there at 07:00 I'm happy.
- Daniel OkaforGood, and I can see it's been landing on time on my side too, so that fits. If it ever isn't, I want you to hear from us first, not find out from a phone call.
- Callum ReidI'd take that. By when would I hear? If it's late, I mean.
- Daniel OkaforThat depends on the support route, and I'd rather not guess a precise number in the middle of a call. I'll check what applies to your tier and write it down for you, so you've got it in black and white.
- Callum ReidPlease. I don't accept we're looking into it without a time.
- Daniel OkaforFair enough, and I'd feel the same. Just to close the loop on that one, I'll send you the response times in writing this week.
- Callum ReidGood. Now, something for you. The syndicates are asking for a monthly oversight pack. Same questions each month, same format. I'd like to build that out of the brain instead of by hand.
- Daniel OkaforThat's a good use of it. You're on Growth, so you've got the dashboards builder, which is exactly what a repeatable pack wants. Who would build it on your side?
- Callum ReidThe analyst, probably. With me signing it off. It's a capacity-provider question, so it has to be right.
- Daniel OkaforThen I'd suggest we do the first one together, so she has seen it done once end to end. After that she can run it alone. Would you be happy with that?
- Callum ReidYes. Within reason. I don't want it turning into a project.
- Daniel OkaforNo, I'd keep it small. One dashboard, the handful of measures the syndicates always ask for, and a view you can export. If it turns out to need more connectors or something unusual, I'll tell you plainly, rather than bolting it on.
- Callum ReidConnectors. We still have room, don't we? I've been thinking about adding the claims system properly, not just the tickets.
- Daniel OkaforYou do have room. Growth carries eight and you're using a good few fewer than that. So there's space to add that one without anything changing on the contract. I'd want to understand what's in it first, so we know what it would give you that the tickets don't.
- Callum ReidReserves, mainly. Paid versus outstanding by claim. The syndicates look at that all the time.
- Daniel OkaforRight, that makes sense. Could you ask your IT lead what access would be possible, read-only and just the reserves tables if that's all we need? I'll get the implementation team to look at the mapping once we know.
- Callum ReidI'll ask. He's out of the office until the middle of next week.
- Daniel OkaforThat's fine, there's no rush on it. Anything else on the product, while I have you? Anything missing, anything clumsy?
- Callum ReidSearch is quick. The only thing is the underwriters want to save a question and rerun it. They keep retyping the same ones.
- Daniel OkaforI'll note that properly and pass it to the product team. I can't promise when, because that isn't mine to say, but I'll make sure it's written up with your example attached. And in the meantime a dashboard tile does much the same job for the questions you repeat most.
- Callum ReidRight. That'll do for now.
- Daniel OkaforLovely. Before we go, I'd just like to say how pleased I am with how it's gone. It's your team's doing, you've pushed it. And the contract runs to 30 Jun 2025, so there's a good way to go, but I'd like us to keep these check-ins regular so nothing sneaks up on either of us.
- Callum ReidAgreed. Keep it short and send me what you've promised.
- Daniel OkaforWill do. So, to recap: you send me the real questions tomorrow, I come back to you by the end of next week with a session date, I write up the response times this week, and you ask about access to the claims reserves. Is there anything you'd add?
- Callum ReidNo, that's it. Thanks, Daniel.
- Daniel OkaforThank you, Callum. Take care, and have a good weekend. Best wishes, Daniel.
- Callum ReidCheers. Callum.
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