Fenmoor Specialty Underwriting / BG-Demo – Check In
Callcompleted
Fenmoor Specialty Underwriting · 10 Dec 2025 14:30
Short check-in on 10 Dec 2025 with Callum Reid alone. Usage is up, tickets were handled well, and he wants a one-page value case for his finance lead before the 1 Jul 2026 renewal.
What was said
What this says
As at Fri 9 Oct 2026Short check-in on 10 Dec 2025 with Callum Reid alone. Usage is up, tickets were handled well, and he wants a one-page value case for his finance lead before the 1 Jul 2026 renewal.
What happened: Daniel Okafor reviewed usage with Callum Reid, who joined alone. Around fourteen people were active against forty licensed, up about twenty-one percent on the previous quarter, with questions less concentrated on Callum.
Customer view: Callum said the brain is the reason he is not drowning, and noted the oversight queries now take a day rather than most of a week. He was satisfied with two tickets because he was told when he would hear back.
Commercial: Growth at £44k a year was invoiced as expected with nothing overdue. Callum's finance lead will ask whether it is worth it, and Callum needs evidence.
Watch: Claims is a separate team and Callum wants to see it work for them before pushing it.
Themes
As at Fri 9 Oct 2026Theme
Usage and renewal value case
Importance
renewal
Sentiment
positive
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 speak to the head of claims about a session, then Daniel Okafor to offer times by the end of the following week.
- Daniel Okafor to prepare a one-page value summary in the spring ahead of the renewal conversation.
- Callum Reid to mention the renewal early to his finance lead.
Risks
As at Fri 9 Oct 2026- The finance lead, who was not on the call, will judge cost against savings and Callum Reid needs evidence for him.
- Callum Reid is still the biggest asker, so some key-person risk remains.
Opportunities
As at Fri 9 Oct 2026- Around fourteen active of forty licensed leaves room to bring the claims team onto Growth without a contract change.
- The oversight query saving from most of a week to a day is a ready value story for the renewal.
Transcript
Daniel OkaforHello Callum, good afternoon. Thank you for making the time. It's just you today, is that right, nobody else joining?
Callum ReidJust me. Afternoon. What I need out of this is short: where are we on usage, anything that's going to bite me before year end, and what happens next year. I've got about twenty minutes before I'm pulled away.- Daniel OkaforThat works well, we've got the time booked for a bit more than that but we'll move briskly. How's the week been? I gather it's been busy with the end of the year coming up.
- Callum ReidEveryone wants everything signed off before Christmas. Binders, bordereaux, the lot. It's fine. It's always like this. Honestly the brain's the reason I'm not drowning.
- Daniel OkaforI'm very glad to hear that, and it's rather where I wanted to start. Let me share the usage view. Can you see it?
- Callum ReidYes. Go on.
- Daniel OkaforSo, the last thirty days you've got around fourteen people active on average, and that's up about twenty-one percent on the previous quarter. Last time we spoke it was around twelve, so it's been a steady climb rather than a spike. And you're licensed for forty, so there's still a lot of headroom.
- Callum ReidThat's the underwriters. The session you did with them, that moved it. A few of them who'd never touched it now use it every morning.
- Daniel OkaforThat's lovely to hear. How is the team finding it now, compared to before? Is it habit yet?
- Callum ReidGetting there. The test is whether they open it before they email me. And more of them do. Not all. But more.
- Daniel OkaforThat's the best test I know. And on questions asked, the volume's up again month on month. What I like is that it's less concentrated on you than it was. You're still the biggest asker, but the spread is much healthier.
- Callum ReidGood. I don't want to be the single point. If I'm off sick, the oversight questions still need answering.
- Daniel OkaforExactly. That's the risk I'd been watching and it's eased a lot. Now, records indexed are moving steadily and there are no flat patches in any of the connectors, so the brain is staying current. And the nightly refresh has been finishing before seven on the business days I can see.
- Callum ReidSeven's the number. If it's late, I hear about it from the capacity providers, not from you.
- Daniel OkaforUnderstood, and I'd always want you to hear from us first. It hasn't been late, so there's nothing to report, but I'll keep checking.
- Callum ReidFine. Tickets?
- Daniel OkaforTwo in the last thirty days, neither high priority. One was a how-to about scheduling a dashboard export, answered quickly. The other was a sync question on one of the sources, which we picked up and resolved. Were you happy with the turnaround? You mentioned a while ago you'd like a time on anything under investigation.
- Callum ReidYes, I noticed. This time they said when I'd hear back and they did it. That's all I'm asking.
- Daniel OkaforGood. I'm pleased. I'll pass that on to the team, they'll appreciate it.
- Callum ReidDon't make a fuss. Just keep doing it.
- Daniel OkaforHa, understood. Right, dashboards. You'd built the open-queries one in the summer. Is anyone else building their own?
- Callum ReidA couple. One of the senior underwriters made one on submissions by broker, and someone on the bordereaux team made one for premium by binder, which is better than mine, frankly.
- Daniel OkaforThat's a very good sign. When people build their own, it means they've stopped seeing it as your tool and started seeing it as theirs.
- Callum ReidMm. Yeah. That's the point.
- Daniel OkaforI wanted to ask about something. With fourteen active out of forty licensed, you've got a lot of room. Is there another group you think should be using it? Claims, perhaps, or the people who deal with the capacity providers directly?
- Callum ReidClaims, maybe. They're a separate team and they've got their own ways. I'd want to see it work for them before I push it. What would that look like?
- Daniel OkaforI'd do it the same way as the underwriters: a short session built on their own questions. Half an hour, their last few queries, asked live. No change to the contract, because you've got the users already.
- Callum ReidRight. That's cheap. I'll talk to the head of claims. When can you do it?
- Daniel OkaforOnce you've spoken to them, tell me and I'll come back to you by the end of the following week with some times. And I'd say not before the new year if they're snowed under now.
- Callum ReidNew year. Yes. Nobody's got a spare minute before Christmas.
- Daniel OkaforAgreed. Right, the next one is next year. Your term runs to 30 Jun 2026 and the renewal is 1 Jul 2026. We're still some way off, so this is only to say what the plan is, and not to put anything in front of you.
- Callum ReidGo on.
- Daniel OkaforMy plan is to come to you in the spring with a short summary of what the brain has been doing for your team, usage, questions, the dashboards, and then we sit down with Priya on the commercial side. You'd have a view on what you'd want for the following year, and I'd bring the facts.
- Callum ReidI'll want that one page. Like last time.
- Daniel OkaforOne page. And I'd suggest you bring in whoever looks after budget on your side early, so it's not a surprise to them.
- Callum ReidThat's for our finance lead, not me. But I'll mention it. He'll want to see the numbers. What's it cost, what's it save.
- Daniel OkaforThat's fair, and he should. At the moment you're on Growth at forty-four thousand a year, it's been invoiced as expected, and nothing is overdue. I'll make sure what I bring answers the question of what you get for it, in your language, not ours.
- Callum ReidGood. Because the question I'll get is whether it's worth it. And my answer is yes, but I need evidence.
- Daniel OkaforThat's exactly what I'd want to build. Is there anything specific you'd like in it? A particular example, a particular capacity-provider question you feel the brain made easier?
- Callum ReidThe oversight queries. We used to spend most of a week pulling things together before an audit. Now it's a day. I'd put that at the top.
- Daniel OkaforThat's a strong one. I'll ask you for a bit more detail nearer the time, so I describe it the way you would. Not before the new year.
- Callum ReidFine. Is there anything else? I'm going to need to go in a minute.
- Daniel OkaforJust one thing, a small one. Is there anything about how we work together that you'd change? Calls, the format, the follow-ups? Don't be polite.
- Callum ReidNo. It's fine. I'm not polite, you know that. If something was wrong I'd have said. Keep the times. Keep the calls short.
- Daniel OkaforShort it is. So, just to close the loop. You'll speak to the head of claims about a session, and I'll come back to you with times by the end of the week after that. And I'll prepare the one-page summary in the spring, ahead of the renewal conversation.
- Callum ReidThat's it. Thanks, Daniel.
- Daniel OkaforThank you, Callum. Have a good Christmas when it comes, and good luck with the sign-offs. Speak soon.
- Callum ReidYou too. Cheers.
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