Clonvara Insurance Services / BG-Demo – Onboarding
Callcompleted
Clonvara Insurance Services · 18 Nov 2025 11:45
Connection now passes after a key format fix. The first CRM load ran and the customer chose the underwriting system code as the broker key. A notes field access rule remains open, and organisation counts match but coded ones are a few short.
What was said
What this says
As at Fri 9 Oct 2026Connection now passes after a key format fix. The first CRM load ran and the customer chose the underwriting system code as the broker key. A notes field access rule remains open, and organisation counts match but coded ones are a few short.
What happened: With the allow list added and the key format fixed, Laura Penhaligon ran the first CRM load. Organisations and contacts finished, while activities were still running.
Customer view: Siobhán Dunne worries about brokers entered three ways and said she would lose faith loudly if one broker split into three. She decided the underwriting system code is the key and asked for it to be written down.
Commercial: Trust in broker answers is the early value test for the brain. The unresolved notes field rule is a data governance point that could hold back wider use.
Watch: Coded records are a handful short in the brain against Aoife Tuohy's export, and some brokers show no last contact. Laura owes a timestamp check.
Themes
As at Fri 9 Oct 2026Theme
CRM load, broker data quality
Importance
neutral
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- Laura to check timestamps on the missing coded records and report back.
- Laura to bring options for a notes field access model next time.
- Aoife to join the next call as helpdesk admin for the claims tickets connector.
Risks
As at Fri 9 Oct 2026- Broker names are entered inconsistently, so a split broker could erode confidence early.
- The CRM notes field holds personal remarks and has no access rule yet.
- Coded broker counts differ slightly from the customer's export and are unexplained.
Opportunities
As at Fri 9 Oct 2026- Joining CRM records to the underwriting code and flagging mismatches gives a visible early win on data quality.
Transcript
Laura PenhaligonMorning, Aoife, morning, Siobhán. Can you both hear me? I've got a bit of an echo on my side.
Siobhán DunneMorning, Laura, I can hear you grand. No echo here.
Aoife TuohyMorning. Fine here too. Sorry, the sales ops person couldn't make it, she's tied up till later. I'll try to get her on another day.- Laura PenhaligonNo bother, it's not a problem as long as the connection is authorised somehow. Did the allow list get sorted?
- Aoife TuohyIt did, infrastructure added it on Friday. And that's the thing I wanted to flag. I raised a ticket with your support the same day because the first connection test failed, and the answer came back quickly, so that's fine, it's more that I wanted you to know.
- Laura PenhaligonI did see it. It was the key being the wrong format, wasn't it? An easy one, the key had been wrapped across lines when it went through the password manager.
- Aoife TuohyExactly that. Fixed, and the test passes now.
- Siobhán DunneGrand, so we're connected. What does that actually mean today, Laura? Can I ask it something?
- Laura PenhaligonNot yet, honestly. It means the brain can reach your account and the first connector can load. What I'd like to do on this call is run the CRM load, then look at what came in before we call it good. Let me share my screen.
- Laura PenhaligonOkay. It's loading broker organisations first. You'll see the record count climbing here. It'll take a few minutes, so tell me in the meantime if there's anything that worries you.
- Siobhán DunneThe names, as I said. Brokers get entered three different ways. Full legal name, trading name, and a nickname the sales team made up.
- Laura PenhaligonThat's why I want to look at it before anyone asks a question. If the brain answers 'which brokers are quiet' and splits one broker into three, you'll lose faith fast.
- Siobhán DunneI would, and I'd say so loudly, to be fair.
- Aoife TuohyIs there a broker reference in the CRM? Not the name, a code. The underwriting system uses one, and I think the CRM has it in a custom field.
- Siobhán DunneIt does, but it isn't always filled in. Maybe most of them. What's the source of truth, though? The CRM or the underwriting system? Because they've drifted.
- Laura PenhaligonThat's your decision rather than mine, but my suggestion would be the underwriting system's code, because it's the one that has to be right to pay a broker. The brain can then join the CRM records to that code and flag the ones that don't match.
- Siobhán DunneI like that. Right, underwriting system code is the key. Write it down so nobody argues in six months.
- Laura PenhaligonWritten down. I'll put it in the shared notes with today's date, so there's a record of who decided.
- Aoife TuohyLoad's finished by the look of it. Is that the whole thing?
- Laura PenhaligonThat's organisations and contacts. Activities are still running, it does those more slowly. Let me show you a sample. Here are a handful of brokers, with the code, last contact and the owner in your team.
- Siobhán DunneSome of those have no last contact. Is that a gap in the load or a gap in the CRM?
- Laura PenhaligonGood question, and I'd want to check rather than guess. Activities haven't finished, so it may fill in. If it doesn't, it's the CRM.
- Aoife TuohyI can run a query on my side and compare counts if that helps. I've got the CRM export from last month somewhere.
- Laura PenhaligonPlease do. Count of broker organisations, and count with a code filled in. I'll do the same in the brain and we'll compare numbers.
- Aoife TuohyOkay, I've got mine. It looks like they match on organisations. The coded ones are a bit different, though, a handful short in the brain.
- Laura PenhaligonRight. That might be records added since your export, and the load is more recent. I'll check the timestamps on those and come back to you.
- Siobhán DunneWhile you do that, can I raise something small? Who'll be able to see the notes field on a broker? Underwriters write some personal things in there. I'd like the brain to respect whatever the CRM already does.
- Laura PenhaligonToday I'd say it mirrors what the connection user can read, so the brain would see all of it. What you need is a rule on who can ask about it. I'd rather we design that in the access model than assume. Can we leave it on the list and I'll bring options next time?
- Siobhán DunneYes. Leave it on the list. I'd just not want anyone to use the brain on that field until we've agreed.
- Laura PenhaligonAgreed. Only the two of you have access at the moment, so it's safe.
- Aoife TuohyNext step for me is the helpdesk, yes? For the claims tickets.
- Laura PenhaligonYes, that's next time. Can you get the helpdesk admin on the call? Same as the CRM, ten minutes.
- Aoife TuohyThat one's me, actually, so no problem.
- Siobhán DunneThanks a million, Laura. Same time next week.
- Laura PenhaligonSame time. Thanks both. Speak soon.
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