Fenmoor Specialty Underwriting / BG-Demo – QBR
Callcompleted
Fenmoor Specialty Underwriting · 21 Nov 2024 15:15
Richard Thorne, COO, joined his first review and asked what Growth costs all in. Adoption is rising from a small base, Callum Reid wants more underwriters on, and nothing was asked for. Renewal was flagged for the following summer.
What was said
What this says
As at Fri 9 Oct 2026Richard Thorne, COO, joined his first review and asked what Growth costs all in. Adoption is rising from a small base, Callum Reid wants more underwriters on, and nothing was asked for. Renewal was flagged for the following summer.
What happened: Richard Thorne, COO, joined his first review and asked what decision he was being asked to make. Priya Raman said none, and the call covered usage, support and cost.
Customer view: Callum Reid says people now ask the brain instead of him, and a capacity-provider query was answered in minutes. Richard asked for the all-in cost and heard forty-four thousand a year on Growth, nothing else recurring.
Commercial: About eight people are active against 40 licensed users, so more underwriters can join without extra spend. Callum will send names for the professional indemnity group.
Watch: Richard wants it kept simple and would take any change to the board. The renewal date quoted on the call is now past, and this call does not show the outcome.
Themes
As at Fri 9 Oct 2026Theme
First COO review, cost check
Importance
renewal
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- Daniel Okafor sends Callum the refresh log and a short usage summary Richard can keep, by the end of that week.
- Callum sends Daniel the underwriters' names by the Friday of the following week.
- Daniel confirms a session slot for the new group once he has the names.
Risks
As at Fri 9 Oct 2026- Richard wants a simple number and would take any change to the board, so a price step at renewal needs early framing.
- Only about eight of 40 licensed users are active, so the value case rests on a small group.
Opportunities
As at Fri 9 Oct 2026- More professional indemnity underwriters can join within the existing 40 seats, deepening adoption ahead of renewal.
- Callum's capacity-provider example is a ready value story for Richard.
Transcript
Daniel OkaforGood afternoon, everyone, and thank you for making the time. Let me just check who's with us. Callum, I can see you, and Priya's here with me. Richard, have you joined?
Richard ThorneI'm here. Can you hear me?- Daniel OkaforLoud and clear, thank you.
Callum ReidAfternoon. Sorry, I was closing off a bordereaux query that wouldn't wait. I'm with you.
Priya RamanNo rush at all, Callum. Richard, lovely to have you on, we haven't had you on one of these before, have we?- Richard ThorneNot a review, no. Callum keeps me informed. Perhaps you could tell me what decision I am being asked to make.
- Priya RamanStraight to it, I like that. Honest answer – no decision today. Quick recap of where we are: you went live in July, you're on Growth, this is the first full quarterly review with the wider group, and the point is to show you what the brain is actually doing for Fenmoor, so that when we talk about next summer it's an easy conversation. Happy to make this easy, to keep momentum.
- Richard ThorneGood. Then I'll listen.
- Callum ReidFrom my side, what I need out of this is simple. Can I show Richard the oversight answers, and can we talk about getting more of my underwriters on it. That's it.
- Daniel OkaforThat fits nicely with what I wanted to cover. Let me share my screen – can you see the usage page? Just to close the loop on what's changed since the last review. How is the team finding it, Callum, before I show numbers?
- Callum ReidBetter than I expected, frankly. People ask it things now instead of pinging me. That used to be half my week.
- Daniel OkaforThat's what the numbers say too. On average we're seeing about eight people active in a typical month, and that's up by more than half compared with the quarter before. And the questions being asked are climbing alongside.
- Richard ThorneEight. Of how many?
- Daniel OkaforForty licensed users, so there's a good deal of headroom. I'd see that as a positive, not a problem – it means the team who use it are using it properly and there's room to bring others in without changing anything contractually.
- Priya RamanAnd that's the part I'd flag, Richard – you've already paid for the seats. Getting the rest of the underwriting floor onto it is about adoption, not spend.
- Richard ThorneMm. Noted.
- Callum ReidCan I give a real example? Last month a capacity provider came back asking about turnaround on submissions for the marine cargo book. Before the brain that's a day of someone stitching spreadsheets together. I got it in minutes. Sorted before lunch.
- Daniel OkaforI remember you mentioning that. Which sources did it draw from, do you recall?
- Callum ReidSubmissions, the CRM activity and the claims tickets. It's the combination that matters. Any one of them on its own I could already get.
- Daniel OkaforRight, and that's exactly the design. One view over the lot, inside your own Snowflake account, so nothing leaves your environment. Let me show you how that question looks now.
- Daniel OkaforSo this is the page. You can see the sources – the CRM, the helpdesk, the submissions feed and the document store – all loading. Records indexed have been climbing steadily, no flat spots, which is what I look for. If a source went quiet I'd see it here first.
- Callum ReidAnd the refresh. What I need is the dashboards right at seven in the morning. By when does it finish?
- Daniel OkaforThe nightly refresh is complete by seven, customer local time, on business days. I've checked the last quarter and it's landed before that every day. I can send you the log if that helps with the capacity providers.
- Callum ReidSend it. That's a capacity-provider question, they like evidence.
- Daniel OkaforI'll come back to you by the end of the week with it.
- Priya RamanDaniel, what about support? Richard might like to hear how quiet it's been.
- Daniel OkaforYes. In the last month there were no tickets at all, and nothing high priority. Which, honestly, I'm pleased about but also slightly suspicious of, so I checked with Callum that people know how to reach us.
- Callum ReidThey do. It just works. If something's off I'd tell you.
- Daniel OkaforWhich is why we get on.
- Richard ThorneMay I ask something on cost. What does this cost us, all in? I want to be sure I have the right number in my head.
- Priya RamanHappy to take that one. It's forty-four thousand a year on the Growth plan, and that covers the forty users, the connectors and the quarterly reviews like this one. There are no other recurring charges on top.
- Richard ThorneForty-four thousand, annual, and nothing else recurring.
- Daniel OkaforThat's right. And it matches what's been invoiced, so there's nothing outstanding and nothing out of line on the finance side. I checked before the call.
- Richard ThorneThank you. Keep it simple, that's all I ask.
- Priya RamanAlways. And to be clear, I'm not asking for anything now – the contract runs to the end of June next year, the renewal's the following day, and we'll come to you properly in good time.
- Richard ThorneGood. I would need to take any change to the board in any case.
- Callum ReidWhich brings me to my second thing. More underwriters. I've got a handful on the professional indemnity side who aren't on yet. What do I need to do?
- Daniel OkaforVery little, which is the nice part. Send me their names and I'll get them set up and run a short session with them. We can do it in their own working hours, so it doesn't eat into the day.
- Callum ReidBy when could that be done?
- Daniel OkaforIf I have the names by the end of next week, I can offer you a session the week after. I'll confirm the exact slot once I've looked at diaries – I don't want to promise a day I don't control.
- Callum ReidFine. Names by Friday.
- Priya RamanAnything else you'd like to see while we've got you, Richard?
- Richard ThorneOnly that the capacity providers continue to be satisfied. If Callum tells me they are, that suffices.
- Callum ReidThey are. Fewer follow-ups, quicker answers. That's the measure.
- Daniel OkaforThen let me just close the loop on actions. I'll send Callum the refresh log by the end of the week and a short usage summary Richard can keep. Callum sends me names for the next group by Friday next week. Priya, anything from you?
- Priya RamanJust that I'll pencil the renewal conversation in nearer the time, nothing to do now. Thanks, both – this has been really useful.
- Richard ThorneThank you. That was helpful. Good afternoon.
- Callum ReidCheers all. Speak soon.
- Daniel OkaforThank you both. Best wishes.
Callsmade from