Clonvara Insurance Services / BG-Demo – Onboarding
Callcompleted
Clonvara Insurance Services · 25 Nov 2025 10:00
Onboarding call on 25 Nov 2025. The helpdesk connector was authorised and loaded, and the customer was pleased to see the data together. Unattached tickets were mostly internal IT, so the load will be limited to the claims form.
What was said
What this says
As at Fri 9 Oct 2026Onboarding call on 25 Nov 2025. The helpdesk connector was authorised and loaded, and the customer was pleased to see the data together. Unattached tickets were mostly internal IT, so the load will be limited to the claims form.
What happened: Aoife Tuohy created the helpdesk API token and Laura Penhaligon started the load during the call. Tickets arrived, and the earlier broker count gap was explained as records created after the export.
Customer view: Siobhán Dunne wants patterns across brokers: claims queries, resolution times and policy queries open alongside claims. She asked what happens when a requester is not in the CRM and accepted that the brain will list those tickets as unattached.
Commercial: This is early adoption work on the subscription, with two sources connected or close to it. Email and the call recorder come next, then nightly refresh checks.
Watch: The helpdesk is shared with IT, so noise has to be filtered by form name before any broker page is trusted.
Themes
As at Fri 9 Oct 2026Who was there
BG-Demo
Them
Follow-up
Next steps
As at Fri 9 Oct 2026- Aoife Tuohy to send the claims form name so Laura Penhaligon can limit the connector and re-run the load.
- Laura Penhaligon to send Siobhán Dunne the call notes that afternoon.
- Laura Penhaligon to connect email and the call recorder, then begin nightly refresh checks.
Risks
As at Fri 9 Oct 2026- Shared helpdesk with IT adds unattached internal tickets until the load is limited to the claims form.
- Group brokers sharing a domain could blur the ticket to broker join if contacts are missing from the CRM.
Opportunities
As at Fri 9 Oct 2026- Broker-level patterns across claims and policy queries show value for the Growth subscription once email and call data are added.
Transcript
Laura PenhaligonMorning both. Everyone here? Siobhán, I can see you but you're muted.
Siobhán DunneSorry, morning. I'm in, I'm in. Grand, so, where are we?
Aoife TuohyMorning. I'm here, camera off, there's a builder outside and I don't want to scare anyone.- Laura PenhaligonHa, camera off is fine. Right, first, the answer on the numbers. The few brokers that were missing in the brain were records created after the export, as I thought. So the counts now agree, which is good.
- Siobhán DunneGrand. That was the thing that was bothering me. Right, helpdesk.
- Laura PenhaligonHelpdesk. Aoife, you're the admin, so can you authorise the connector on your side? I'll talk you through where to click.
- Aoife TuohyYep. I'm in the admin settings. There's an apps section, and an API section.
- Laura PenhaligonAPI. You want to create a token for a new user. Give it a clear name, something that says what it is, like the brain connection, so nobody deletes it in a tidy up.
- Aoife TuohyDone. Do I paste it somewhere?
- Laura PenhaligonInto the password manager, and share it to me there. I'll put it into the connector. Don't read it out, please, we're being recorded.
- Aoife TuohyHa, yes, wouldn't dream of it. Shared.
- Laura PenhaligonGot it. Starting the load now. While it runs, let's talk about what a claims ticket looks like in your helpdesk. Siobhán, what would you ask about them?
- Siobhán DunneMostly patterns. Which brokers raise the most claims queries, which ones take longest to resolve, and which have a policy query open at the same time as a claim. That one in particular, because it means the broker's unhappy.
- Laura PenhaligonThat's a good question, and it needs the join. A ticket has to be tied to a broker, so how does the helpdesk know which broker a ticket belongs to?
- Aoife TuohyIt's the requester's email domain, mostly. We've got an organisation field too, but people don't fill it in.
- Siobhán DunneWhich means some brokers share a domain. Group brokers, the ones with three trading names. That'll be a mess.
- Laura PenhaligonIt will, a bit. But we've got the broker code as the key now, so the join could go ticket to requester, requester to CRM contact, contact to broker code. The contact does the work, not the domain.
- Siobhán DunneThat's cleverer than I thought. Fine. But what happens if the requester isn't in the CRM at all?
- Laura PenhaligonThen the ticket is loaded but unattached, and the brain will tell you so. It won't pretend. I'd rather have a list of unattached tickets than a wrong answer.
- Siobhán DunneThat's the answer I wanted. Grand.
- Aoife TuohyThe load's showing complete on my screen. Is that the same as yours?
- Laura PenhaligonYes, tickets are in. Let me share. I'll filter on unattached first. There are quite a few, which I'd expect on a first pass. Mostly internal tickets, people at your own company raising IT problems.
- Aoife TuohyOh, those aren't claims. The helpdesk is shared with IT. Can we filter them out?
- Laura PenhaligonYes, easily, if there's a field that separates them. Is there a form or a category?
- Aoife TuohyThere's a form name. Claims queries use one form, IT uses another. I'll send you the exact name.
- Laura PenhaligonPerfect. Then I'll limit the connector to that form and re-run. That should cut a lot of noise.
- Siobhán DunneCan I just say, it's the first time I've seen all of this together and I'm quite pleased. I'm not letting myself get carried away, mind.
- Laura PenhaligonSensible. We've got two sources, and one to go before it's properly useful. Email and the call recorder next, and then we start checking nightly refreshes, so it stays fresh and doesn't just look fresh once.
- Aoife TuohyOn refresh, when does it run? I'd like it to finish before people arrive.
- Laura PenhaligonOvernight, and it completes by 07:00 your local time on working days. If it's ever late, you'll see it, and so will we.
- Siobhán DunneGood. Right, I've another call starting. Laura, will you send me the notes?
- Laura PenhaligonThis afternoon. Thanks both, speak next week.