Saltdean Hart Insurance Brokers / BG-Demo – Discovery
Callcompleted
Saltdean Hart Insurance Brokers · 13 Sep 2024 10:15
Zoe Kendrick and Nigel Ferris described scattered information, lost client history and slow complaints. Priya Raman gave £52k as the Growth proposal total. Nigel doubts adoption and wants it to save time.
What was said
What this says
As at Fri 9 Oct 2026Zoe Kendrick and Nigel Ferris described scattered information, lost client history and slow complaints. Priya Raman gave £52k as the Growth proposal total. Nigel doubts adoption and wants it to save time.
What happened: Priya Raman ran a discovery call with Zoe Kendrick and Nigel Ferris on 13 Sep 2024. The aim stated was signature by 8 Nov 2024.
Customer view: Zoe named three pains: claims queries that take a day, account executives keeping private notes, and complaints that surface late. Nigel framed it as client retention, regulator evidence and cost per policy.
Commercial: Priya positioned the Growth tier for several teams and gave £52k as the proposal total for the deal. It is a proposal figure to be split into implementation and subscription, not an annual price.
Watch: Nigel said tools like this have gone unused before, and Zoe wants claims staff in the demo. Zoe could not put a number on how often claims queries occur.
Themes
As at Fri 9 Oct 2026Theme
Growth discovery, claims and compliance
Importance
neutral
Sentiment
mixed
Voice
decision-maker
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Priya Raman sends a short note on 13 Sep 2024 setting out the three pains as she wrote them.
- Zoe Kendrick picks three anonymised real examples for the demo, and a claims person joins it.
- Priya books the demo within a couple of weeks and rings Nigel with the price breakdown afterwards.
Risks
As at Fri 9 Oct 2026- Nigel has seen similar tools go unused and asked how adoption would be secured.
- Zoe is the only champion, is stretched, and cannot take on another project alone.
- The value case rests on time saved per claim query, which Zoe could not put a number on.
Opportunities
As at Fri 9 Oct 2026- The Growth tier fits several teams, covering account executives and the claims team.
- Nigel wants dated evidence of advice given and who has seen what, a second use case beyond claims queries.
- The proposal figure of £51,600 covers a one-off implementation and an annual subscription, to be broken out in writing.
Transcript
Priya RamanMorning, Zoe! Can you hear me okay? I think I'm on mute and off mute at the same time.
Zoe KendrickMorning Priya, yes, I can hear you. Sorry, bit of a rush, we're stretched this month. Nigel's just finishing a call, he'll be with us in a minute.- Priya RamanNo problem at all, happy to make this easy. While we wait, a quick recap of where we are, so we're all on the same page. We had the introduction a couple of weeks ago, today is discovery, so I want to understand how you work and where it hurts. Then the next step is a demo of the brain on your own data, then a proposal. The aim is to have everything signed by Friday 8 November 2024, if we can keep the momentum.
- Zoe KendrickRight. Yes. That's the date Nigel has in his head too. Oh, here he is.
Nigel FerrisMorning all. Sorry, sorry. Is it Priya? Lovely to speak. How's the weather in London, still miserable?- Priya RamanLovely to speak to you too, Nigel. Bright enough here, I can't complain. And Brighton?
- Nigel FerrisGrey, windy, very Brighton. Right. I'll be honest, I've got half an hour of attention, then I'm wanted elsewhere. So tell me, what's the bottom line? What does this do for us?
- Priya RamanFair enough, and thank you for being straight. The short version: we put one layer over the systems you already use, so your account executives and the claims team can ask a question in plain English and get an answer from everything you hold, in one place. But before I tell you what it does, I want to hear what the problem is. Zoe, you've been closest to this. What's on fire?
- Zoe KendrickQuick answer, everything, but properly: information. We have our policy system, we have emails, we have the claims side, we have shared folders, and nobody sees the whole picture. A client rings with a claims query, the account executive doesn't know where the claim is, so they chase the claims team, the claims team goes and finds it, calls back. That's a day gone.
- Nigel FerrisAnd the client's waiting. The clients come first, always. If somebody has a claim and they're ringing us, they don't care which department has the file.
- Priya RamanAbsolutely. So the claims query is one pain. Zoe, how often does that happen? A rough feel is fine.
- Zoe KendrickEvery day. More when it's a quiet week for sales, because then people have time to chase. Honestly, I couldn't give you a number. It's the thing I'm asked about most.
- Priya RamanOkay, and that's useful. Is it the same for the account executives? How do they know what a client has, say, a landlord with several properties and a motor fleet?
- Zoe KendrickThat's the other one. Each account executive keeps their own notes. Some are brilliant, some are, well, in their heads. When someone's off, nobody knows what was promised. I want them to share information. They don't, not because they're awkward, there's just nowhere easy to do it.
- Nigel FerrisI'd put it more bluntly. When somebody leaves we lose the client's history. That's retention. That's the bottom line for me, a client we keep is worth far more than a client we win.
- Priya RamanThat's exactly the kind of thing the brain is for, Nigel. The history stays with the firm rather than with the person. Can I ask, when an account executive leaves, what happens today? Do you do a handover?
- Nigel FerrisA handover, yes, a conversation and a coffee. It's thin. Zoe?
- Zoe KendrickThin is right. We do a list of clients and renewal dates. Not what the client said last time, not the complaint from March. Complaints, that's another thing. I never let a client complaint wait, but I find out about them late, because they sit in someone's inbox.
- Priya RamanRight, so complaints sitting in inboxes. Let me play that back to make sure I have it. One: claims queries take a day because the information is in different places. Two: account executives keep their own notes, so history is lost when someone is off or leaves. Three: complaints surface late. Have I got that right?
- Zoe KendrickYes. That's it. Can the claims team see it too? That's my quick question. Because if it's only for the account executives it doesn't solve number one.
- Priya RamanGood question, and yes, the Growth tier is built for several teams, so account executives and claims both. I'll make sure the demo shows it from the claims side, not just sales. I don't want to get into the detail of how it's built on this call, our solutions engineer will walk you through that on the demo.
- Nigel FerrisGood. I don't do technology detail. I'm a broker. Zoe will tell me if it works.
- Zoe KendrickThanks, Nigel. No pressure.
- Nigel FerrisNone at all. Well, a bit.
- Priya RamanHa. Let me ask about the compliance side, Nigel, because you mentioned it when we first spoke. What does that look like for you? Is it about evidence, audit, what was said to a client?
- Nigel FerrisAll of it. The regulator wants to see that we treated the customer fairly, that we can show what advice we gave and when. At the moment if I'm asked, somebody has to go and dig. I'd like to be able to ask a question and get the answer, with the date. And I want to know who has seen what, so I'm not exposed.
- Priya RamanUnderstood. Zoe, who handles those requests today? Is that you?
- Zoe KendrickMost of the time, yes. Which is another reason I'm stretched. I spend a surprising amount of time finding things for other people.
- Priya RamanThat's valuable to know. So the time you spend finding things is a cost. Let me ask about cost per policy, Nigel, because I think that was your other point.
- Nigel FerrisYes. Every hour somebody spends chasing a file is an hour not spent on a policy. I watch cost per policy closely. It's small margins in this business, SMEs, landlords, fleets. If the thing saves us time on every claim query, it pays. If it doesn't, it's an expensive toy.
- Priya RamanCompletely fair. That's why I want to do the demo on your data, so you can judge it on your own cases, not mine. Can I ask what systems the information sits in today? I don't need every name, just the shape.
- Zoe KendrickShape: a policy and client system, mailboxes, a claims system, and shared folders with documents, quotes, schedules, that kind of thing. And the phone calls, of course, but those aren't recorded in any useful way.
- Priya RamanOkay. And is there anyone who's the owner of that data, someone in IT?
- Zoe KendrickWe have a small IT arrangement, a part-time person plus an outside support firm. I'd be the one pulling it together on our side.
- Priya RamanThat's fine, you'd be our champion, and we make the technical part easy. We'd agree the connections with whoever looks after IT, you wouldn't need to do it alone.
- Zoe KendrickGood, because I really can't do another project on my own this autumn.
- Nigel FerrisPriya, I'll be the awkward one. We've looked at things like this before. People get excited, there's a demo, then nobody uses it. How do I know this one gets used?
- Priya RamanThat's the right question, Nigel. Two answers. First, we don't just switch it on and walk away. There's an implementation with a fixed fee and a clear plan, and a customer success manager who looks after adoption afterwards. Second, we start with the real questions that Zoe's teams ask every day, so people use it because it answers what they already ask. If the claims team gets their answers faster, they come back.
- Zoe KendrickI'd want to see that with my claims people, not just the executives. If they don't use it, it's dead.
- Priya RamanAgreed, and let's make that a condition of the demo. We'll have one claims person on it.
- Nigel FerrisNow, price. Since we're being frank. I know it's early, but give me the ballpark so I'm not wasting everyone's time.
- Priya RamanOf course. For Growth, which is what I'd have in mind for you, the proposal figure at the moment is £51,600 as the total for the deal. I'll break out the one-off implementation and the annual subscription in writing, so you can see what is what. It would be refined once we know your scope.
- Nigel FerrisFifty-one six. Hm. That's in the range I imagined, but I'll want to see what it replaces. Give me a ring when you have the breakdown, I won't read a long document.
- Priya RamanHappy to ring. I'll do the breakdown in plain language, one page, and call you to talk it through. Zoe, I'll copy you on the email so you've got the detail.
- Zoe KendrickPerfect. Short, please. I'm drowning in long emails.
- Priya RamanShort it is. So, next steps, to keep momentum. One: I send a short note today with what we discussed and the three pains as I've written them. Two: Zoe, can you pick a handful of real, anonymised examples, a claims query, a complaint, a client handover, that we can use in the demo? Three: I'll find a time for the demo in the next couple of weeks and send an invite. And four, I ring Nigel with the price breakdown after the demo, if that suits.
- Zoe KendrickExamples, yes, I can do three. Anonymised, so Nigel doesn't worry about the regulator.
- Nigel FerrisGood girl. I mean, good, good. Sorry, old habits. Right, I must dash. Thank you, Priya. Pleasure.
- Priya RamanThank you both. This has been really helpful. Speak soon, and enjoy the weekend.
- Zoe KendrickThanks, Priya. Bye both.
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