Saltdean Hart Insurance Brokers / BG-Demo – Onboarding
Callcompleted
Saltdean Hart Insurance Brokers · 24 Dec 2024 13:30
Onboarding call on 24 Dec 2024. First refresh landed but the claims file arrived late on some nights. Usage is about one person a day against up to 40 users. Short twenty-minute sessions agreed.
What was said
What this says
As at Fri 9 Oct 2026Onboarding call on 24 Dec 2024. First refresh landed but the claims file arrived late on some nights. Usage is about one person a day against up to 40 users. Short twenty-minute sessions agreed.
What happened: Callie Brennan reported that the CRM and shared drive loaded cleanly. The claims file arrived late on a couple of nights, so claims showed the previous day.
Customer view: Zoe Kendrick called a stale answer to a client absolutely not acceptable and asked Abi Coombes to push the supplier. Abi cannot move the export earlier without the supplier's say so.
Commercial: Usage is about one person a day, against up to 40 users on Growth. Twenty-minute sessions on real team questions are the adoption plan, ahead of handover to Marcus Bell.
Watch: A fleet claims folder is left out of indexing until Abi confirms it. The supplier is away until after Christmas.
Themes
As at Fri 9 Oct 2026Theme
Late claims file, low usage
Importance
neutral
Sentiment
mixed
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Abi Coombes asks the supplier after Christmas about an earlier export and confirms the fleet folder.
- Zoe Kendrick sends the team questions over the break.
- Callie Brennan sends the setup note and proposes session times, then hands over to Marcus Bell.
Risks
As at Fri 9 Oct 2026- The claims file lands late on some nights, so claims can show yesterday's position.
- Usage is about one person a day, a long way from the included 40 users.
- The account executives have not had a proper session, so adoption may stall.
Opportunities
As at Fri 9 Oct 2026- Twenty-minute sessions built on each team's real questions could drive adoption, claims first.
- Moving the claims export earlier would meet the 07:00 refresh target every business day.
Transcript
Callie BrennanHello, good afternoon. Can you hear me?
Abi CoombesAfternoon, yes. Zoe's just getting a coffee, she said to start.- Callie BrennanLovely. Quiet in the office, I imagine, it being Christmas Eve.
- Abi CoombesHalf empty. The phones are still going though, so claims are in. Ah, here she is.
Zoe KendrickHi Callie, sorry, sorry. Quick question before anything, did the claims numbers come through? Someone mentioned the brain was showing blank for a client this morning.- Callie BrennanLet me give you the plan and I'll come to that, because it's in there. First, where the refresh got to. Second, the one claims item that's still open. Third, getting people actually using it. Then the setup note and next steps. Sound alright?
- Zoe KendrickFine. Go.
- Callie BrennanSo the first refresh landed. The CRM and the shared drive both loaded cleanly and records are indexed. The claims file is what's open. It arrived late on a couple of nights, as Abi suspected, so on those mornings claims showed the previous day. That may be the blank you saw.
- Abi CoombesYeah, I think that's it. The export job gets pushed back when the overnight backups run long. I've had a look and I can move the job earlier, but I need our supplier's say so, because the claims system is theirs.
- Callie BrennanRight. Then it's worth asking. If it's moved earlier we hit the 07:00 target every business day. If not, the brain is available but quietly a day behind for claims on those mornings, and I'd rather you knew that than found out when a handler quotes yesterday's position to a client.
- Zoe KendrickOh, that'd be bad. Absolutely not. Abi, can you push the supplier? I'll email them as well if it helps. We have a say, we pay them enough.
- Abi CoombesI'll ask them straight after Christmas. They'll be off until then.
- Callie BrennanThat's fair. In the meantime I'll put a note in the setup document so claims handlers know to check the freshness stamp on the answer. It's visible on every response.
- Zoe KendrickGood. Put that in plain English, please. They won't read a manual.
- Callie BrennanPlain English, one paragraph, I promise. Now usage, because that's the other thing I want to be straight about. I can see about one person a day logging in on average. That's Abi and the odd visit from you, Zoe. Totally normal in the first weeks, but it's a long way from forty.
- Zoe KendrickYeah. I know. We're stretched this month, I did say. The account executives haven't had a proper session and I won't pretend they have.
- Abi CoombesI did send the invite emails round, to be fair. They've got the logins. They just haven't been in.
- Callie BrennanMm, and the junk folder thing is sorted, so they did arrive. Okay. So what I'd suggest is not a big training day, since nobody has the time. Short sessions, twenty minutes or so, built around a question they actually have. Claims first, then the account executives.
- Zoe KendrickTwenty minutes I can sell. An hour I can't.
- Callie BrennanTwenty it is. What I need from your side is two or three real questions each team asks, week in week out. Something like, what's the history on this landlord, or what did we tell this fleet client last renewal. Then I build the session around those on your own data.
- Zoe KendrickOh, that's easy for the account executives. They ask me constantly who spoke to which client and when. Can I get you a list over the break?
- Callie BrennanPlease do, even rough notes. I can tidy them.
- Abi CoombesCan I raise the second ticket? I put it in yesterday. It's a how-to, really. How do I remove a leaver's seat and give it to someone else.
- Callie BrennanI saw it and it's with the support team. The short answer is you do it in the admin page, you deactivate the person and the seat frees up straight away. I'll walk you through it now if you've got a minute, then it's in the setup note too so you can run it alone.
- Abi CoombesYes please, that'd save me chasing.
- Callie BrennanThere. Does that match what you see?
- Abi CoombesYeah. Oh, that's easy. I was looking in the wrong menu.
- Zoe KendrickCan I ask about the restricted records bit? You said last time you'd check it before switching on. Is that done?
- Callie BrennanYes. I went through Abi's list and yours, and I checked each folder rather than assuming. The directors' own policies are excluded. That maps cleanly. One I want to confirm, there's a folder for fleet claims with a mix of client and internal notes. Abi, is that meant to be open to claims?
- Abi CoombesHmm. Some of it. I'll have to split it, honestly. Can I come back to you after the break on that one?
- Callie BrennanOf course. I'll leave that folder out until you confirm, so nothing gets indexed that shouldn't be.
- Zoe KendrickGood, thank you. Right, I need to get back to my desk before the phones eat me. Anything else from me?
- Callie BrennanJust the recap. Abi asks the supplier about the earlier export and confirms the fleet folder. Zoe sends the team questions over the break. I send the setup note, with the freshness paragraph and the seat steps, and I propose times for the short sessions in the new year. After that I hand over, and Marcus Bell picks up as your customer success contact.
- Zoe KendrickBrilliant. Thanks Callie, have a good Christmas.
- Abi CoombesYes, thanks, you too. Bye.
- Callie BrennanThanks, both. Speak soon.
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