Saltdean Hart Insurance Brokers / BG-Demo – Kickoff
Callcompleted
Saltdean Hart Insurance Brokers · 26 Nov 2024 10:00
Kickoff for the signed Growth subscription with 40 licensed users. Zoe Kendrick has only a couple of hours a week, Abi Coombes is the sole admin, and written access is needed for each source.
What was said
What this says
As at Fri 9 Oct 2026Kickoff for the signed Growth subscription with 40 licensed users. Zoe Kendrick has only a couple of hours a week, Abi Coombes is the sole admin, and written access is needed for each source.
What happened: Callie Brennan ran the kickoff and Marcus Bell confirmed the contract summary: signed 22 Nov 2024, Growth tier, term to 21 Nov 2025, £40k annual subscription and forty licensed users.
Customer view: Zoe said claims queries come first and she can give little more than a couple of hours a week. Claims staff are nervous about mailboxes being read.
Watch: Abi is the only admin, and Zoe is the only other person who knows the logins. The accounting system belongs to Trevor, who is protective of it, so read-only access needs his approval.
Commercial: Zoe expects to use fewer than forty users at first, so Marcus will review usage at the first quarterly review. Nightly refresh by 07:00 each business day matters to claims.
Themes
As at Fri 9 Oct 2026Theme
Growth kickoff, access, admin
Importance
neutral
Sentiment
neutral
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Abi Coombes sends written access for each source and the first logins by the end of the week.
- Zoe Kendrick picks the first group of users and a second admin.
- Marcus Bell books thirty minutes with Zoe the following week and arranges training for account executives and claims.
Risks
As at Fri 9 Oct 2026- Abi is the only admin, so absence or departure would leave nobody to run the brain.
- Zoe's limited time and Trevor's protectiveness of the accounting system could delay connector access.
Opportunities
As at Fri 9 Oct 2026- Zoe expects to start with account executives and claims, leaving room to grow towards forty users.
- Naming a second admin would deepen adoption and reduce key-person risk.
Transcript
Callie BrennanMorning, all. Can you hear me okay? Zoe, Abi, hello.
Zoe KendrickMorning, Callie. Yes, fine. Abi's just next to me, we're sharing a room because everything else is booked.
Abi CoombesHi. Morning. I'm on the other laptop, so there might be a bit of an echo.
Marcus BellMorning both. Marcus Bell, I'm the customer success manager. Callie's running the implementation and I'll be your contact once it's live. Happy to jump on a call whenever.- Callie BrennanRight, so here's the plan for the next hour. First, who owns what on your side. Second, the sources we're connecting and what I need from you before we switch on the refresh. Third, users and access. Then dates, and what Marcus does after go-live. Does that work?
- Zoe KendrickThat works. Can I say one thing first? We're stretched this month, so I'll be honest about what Abi and I can actually do each week.
- Callie BrennanPlease do. It's better to plan around real time than hopeful time.
- Zoe KendrickAbi's the one with hands on the systems. I can give you decisions and a bit of time from the claims team, but not much more than a couple of hours a week. Claims queries can't wait, that has to come first.
- Marcus BellThat's fine, and it's useful to hear. Can I share my screen? I want to show the contract summary so we're all working from the same page.
- Callie BrennanGo for it.
- Marcus BellRight. You signed on Friday 22 Nov 2024, Growth tier, and the term runs to 21 Nov 2025. The annual subscription is £39,600, and that's forty licensed users. The sources you're connecting are listed on the order form, so we're not adding anything beyond that without a conversation.
- Zoe KendrickForty. Okay. We won't use all forty on day one, I should say. It'll be the account executives and the claims team first.
- Marcus BellThat's absolutely normal. I'll look at usage with you at the first quarterly review and we can see how it's going.
- Abi CoombesSorry, can I ask, is that forty named people, or forty at the same time?
- Marcus BellForty users in total, named. It's a soft limit, so if you go a bit over we'll have a chat rather than cut anyone off.
- Abi CoombesRight, that's what I needed. Thanks.
- Callie BrennanOkay, now the part I care about most. What I need from your side is written access for every source, before I touch it. I don't start a connector without it in writing. Abi, can you walk me through what you have, in your own words?
- Abi CoombesSure. The CRM is the main one, that's where the account executives live. Then there are the shared mailboxes the claims team use, and a lot of claims documents on the shared drive. That's the bulk of it. There's also the accounting system, but that's Trevor's and he's quite protective of it.
- Zoe KendrickHe is. Nigel's rule is the clients come first, Trevor's rule is nobody touches the ledger. Fair enough, really.
- Callie BrennanCompletely fair. For the accounting system I'll ask for a read-only account, and Trevor can see exactly what's pulled. Abi, can you check who needs to approve that?
- Abi CoombesI'll ask him this afternoon. He'll want it in an email, I expect.
- Callie BrennanPerfect. I'll send you a short checklist today, one line per source: what I need, who grants it, and a date against it. You tick them off as they land.
- Zoe KendrickShort, yes please. Quick question: what happens to the mailboxes? Our claims people are nervous about anyone reading their emails.
- Callie BrennanGood question, and the right one to ask. We only connect the mailboxes you name, and the brain runs inside your own Snowflake account, so it stays under your control. We map exactly what fields come in and I'll show Abi before anything goes live. I won't say it's fine until I've checked the mapping.
- Abi CoombesI'd want to see that mapping, yes. I'd like to sign it off myself.
- Callie BrennanThat's the plan. You'll be the admin, so I want you able to run this alone by the end.
- Marcus BellCan I add something on that? Abi, are you the only admin, or is there a back-up?
- Abi CoombesJust me, at the moment. Zoe's the other person who'd know the logins.
- Marcus BellIt's worth thinking about a second admin, someone who can cover holidays. I'll leave that with you, no pressure, but it's easier now than later.
- Zoe KendrickI'll have a think. Probably one of the senior account executives, they're good with systems.
- Callie BrennanLovely. Right, timing. First the credentials, then I connect the sources one at a time and check each lands before the next. After that comes the first refresh. The refresh runs overnight and should be complete by 07:00 each business day, so by the time your team logs in, it's current.
- Zoe KendrickEvery business day, that's what I want. Claims calls first thing and they want the latest.
- Callie BrennanThat's the arrangement on every tier, and it's what I'll check the first morning before I tell anybody it's working.
- Abi CoombesAnd if something doesn't load? Who do I ring?
- Marcus BellDuring implementation, Callie. After that, raise a ticket in the usual way and tell me, and I'll chase it. I won't promise an engineering fix date, because I don't control that, but I'll tell you what's happening.
- Abi CoombesFair. Honest is better.
- Callie BrennanOkay, a quick summary of who does what, and then I'll let you go. Abi sends the access in writing, source by source. Zoe picks the first group of users and the second admin. Marcus books the training session for the account executives and for claims. I write a setup note and send it to Abi, so nothing lives only in my head.
- Zoe KendrickThat's clear. Thank you, Callie. Marcus, will you ring me before the training? I'll need to make sure the claims team are actually free.
- Marcus BellOf course. I'll book thirty minutes with you next week and we'll pick a slot that doesn't clash with anything on fire.
- Zoe KendrickPerfect. Thanks, both.
- Abi CoombesCheers. I'll get you the first logins by the end of the week.
- Callie BrennanBrilliant. Thanks, everyone. Checklist is on its way.
- Marcus BellThanks all. Speak soon.
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