Saltdean Hart Insurance Brokers / BG-Demo – Onboarding
Callcompleted
Saltdean Hart Insurance Brokers · 13 Jan 2025 09:00
Onboarding call on 13 Jan 2025 with Abi Coombes, the only admin. Mailbox scope needs written confirmation, the claims system has no known way in, and Abi flagged being the single person on the project.
What was said
What this says
As at Fri 9 Oct 2026Onboarding call on 13 Jan 2025 with Abi Coombes, the only admin. Mailbox scope needs written confirmation, the claims system has no known way in, and Abi flagged being the single person on the project.
What happened: Callie Brennan walked Abi Coombes through the Growth connectors, the Snowflake access role, phasing and what a good first refresh looks like. Abi will confirm mailbox scope in writing, ask the claims system supplier about a scheduled export and create the role from the access sheet.
Customer view: Abi welcomed the written-consent rule and wanted a setup note, having been left with nothing by a previous supplier. She raised duplicate client records and said she would prefer to clean them in the source.
Commercial: The Growth implementation is eight weeks and the order form promised connectors, so the claims source is the delivery risk. A quick login ticket response was praised.
Watch: Abi said that if she is off sick, nothing moves. Callie suggested naming a second admin nearer the end.
Themes
As at Fri 9 Oct 2026Theme
Growth onboarding and access setup
Importance
neutral
Sentiment
positive
Voice
user
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Abi to send written confirmation of which mailboxes are in scope.
- Abi to ask the claims system supplier whether it can export on a schedule.
- Callie to resend the access sheet today and check it line by line before the refresh is switched on.
Risks
As at Fri 9 Oct 2026- Abi Coombes is the only person on the project, so progress stops if she is absent.
- The old claims system may have no direct connector, so the claims source depends on a slow supplier answering about a scheduled export.
- Duplicate client records in the CRM could distort record counts at the first refresh.
Opportunities
As at Fri 9 Oct 2026- A named second admin would deepen adoption and cut key-person risk.
- Keen colleagues are already asking to try it, ahead of the wider training session at the end of the month.
Transcript
Callie BrennanHello Abi, can you hear me all right? I'm getting a little echo on my side.
Abi CoombesYeah, I can hear you. Let me move the headset. Is that better?- Callie BrennanMuch better, thanks. Good morning. Did you get in all right? I saw it was a grim start to the week down on the coast.
- Abi CoombesWindy, mostly. Brighton in January, you know how it is. I've got a coffee and about an hour before somebody needs me to reset something, so I'm all yours.
- Callie BrennanLovely. So the plan for the next forty-odd minutes is this. First I want to walk through the connectors we agreed in the order form and what state each one is in. Then credentials and who owns them. Then the first refresh, and what we do before we switch it on. And last, a short setup note so you can run things on your own after this.
- Abi CoombesThat sounds right. I've read the onboarding pack twice, so hopefully I've got most of what you're going to ask.
- Callie BrennanGood, that helps. You're on Growth, so you've got up to eight connectors and forty users licensed. We don't need all eight on day one. What I'd like is the ones that matter most to the account executives and the claims team, live and clean, and then we add the rest.
- Abi CoombesRight. So for the account executives it's the CRM first, no question. Paul's team live in it. And then their mailboxes, because half of what they know about a client is in an email thread nobody has logged.
- Callie BrennanMm, that's very common with brokers. The CRM maps cleanly because the structure is predictable. Mailboxes are where we need to be careful about scope. What I need from your side is a written list of which mailboxes are in, and who has agreed to that.
- Abi CoombesOkay. I haven't got that in writing yet. I know Paul's fine with it, and I think Sinead is, but I'd rather not guess. I'll get it confirmed by email.
- Callie BrennanThat's exactly right, and I won't start a connector without it in writing. No offence, it's just the one rule I never bend.
- Abi CoombesNone taken. Honestly I'd prefer it. Our compliance people would have a lot to say otherwise.
- Callie BrennanGood. So second group, claims. Where does the claims team keep their working notes and their case history? Is that the helpdesk, or something else?
- Abi CoombesIt's a bit of both, if I'm honest. There's the helpdesk we use for internal requests, and then there's the claims system itself, which is quite old. I don't think that one has an obvious way in.
- Callie BrennanRight, so that's a thing to check rather than assume. I'm not going to say it should be fine, because I haven't seen it. Can you find out whether it can export to files on a schedule, or whether there's a database behind it we could read?
- Abi CoombesI can ask the supplier. They're not fast, but they do answer. If it's a scheduled export, does that work for you?
- Callie BrennanA scheduled export works. It lands in your Snowflake account, which is where everything lives anyway, and we map it from there. It's slower to set up than a direct connector, but it's perfectly sound.
- Abi CoombesOkay. And remind me, this all sits in our Snowflake, not yours? I did say that to my director and I want to be sure I wasn't wrong.
- Callie BrennanYou were right. The brain is built and run inside your own Snowflake account. We don't hold your data on our side. That's also why I need you or someone in IT to create the role we'll use, with only the access we've listed.
- Abi CoombesI can do that. Is there a template for the permissions? I'd rather copy something than write it from scratch and get it subtly wrong.
- Callie BrennanThere is, it's in the pack as the access sheet. I'll send it again straight after this call so you don't have to dig. Fill it in, send it back, and I'll check it line by line before anything is switched on.
- Abi CoombesFine. And timing? I know the order form said something about how long it would take, but I can't remember how it's phased.
- Callie BrennanGrowth implementation is eight weeks, so we're in the early stretch. The way I'd phase it is the CRM and mailboxes first, once access is in writing. Then claims, which depends on that supplier. Then a check of what's come through before we let anyone ask it questions.
- Abi CoombesDo people get to try it before then? I've got a couple of keen ones already asking.
- Callie BrennanA little. Give me a moment, there's a training session already pencilled in for the end of the month with the wider group, and that's the point where I'd open it up. Before that it's you, mostly, and that's deliberate. I want the first answers it gives to be right.
- Abi CoombesFair enough. I'll tell them to wait. They'll grumble, but they'll wait.
- Callie BrennanBrilliant. Now the part I always say out loud, because it catches people. Before we switch on the refresh, I'd like us to agree what a good first run looks like. Record counts roughly where you'd expect, no obvious gaps, and the nightly run finishing before you start work.
- Abi CoombesSo I should have a rough idea of how many clients and policies are in the CRM, so we can compare.
- Callie BrennanExactly that. Even a ballpark. If it says we've indexed a fraction of what you've got, we stop and look. If it's way over, that's duplicates and we look at that too.
- Abi CoombesRight, there are definitely duplicates. Clients get entered twice when they renew under a different trading name. I'm saying that now so it's not a surprise.
- Callie BrennanThat's useful, thank you. I'll note it as a known quirk, and we'll decide together whether to clean it in the source or handle it in the mapping. I'd lean towards the source, but it's your call.
- Abi CoombesI'll probably want to clean it in the source. Otherwise it just comes back. Is that a big job for me?
- Callie BrennanNot if we only do the obvious ones first. I'll send you a list after the first refresh of likely pairs. You approve, you merge, we run again.
- Abi CoombesOkay, that I can manage. Sorry, one more thing. Last week I raised a ticket about a login problem and somebody got back to me quickly, so thanks for that. It's sorted now.
- Callie BrennanGood, glad it was quick. Right, so let me read back what I've got, and tell me if I've got any of it wrong.
- Callie BrennanOne. You send written confirmation of which mailboxes are in scope. Two. You ask the claims system supplier whether it can do a scheduled export. Three. You create the Snowflake role from the access sheet, which I'll resend today. Four. I check the sheet, we agree what a good first run looks like, and then we switch on the refresh. Five. The duplicate clients are noted and we revisit them after the first run.
- Abi CoombesThat's all of it. I'd put the mailbox confirmation first, because it's the quickest thing I can do this week.
- Callie BrennanAgreed. And I'll put a short setup note together as we go, so that when I hand over you've got the whole thing written down in one place, not in my head.
- Abi CoombesI'd like that very much. Last supplier I worked with left me nothing and I spent a month reverse-engineering it.
- Callie BrennanThat's the thing I most want to avoid. Anything else from your side before we finish? Any worries?
- Abi CoombesOnly that I'm the one person on this at the moment. If I'm off sick, nothing moves. Is that a problem?
- Callie BrennanIt's worth fixing, but it's not urgent. Once we're nearer the end I'd suggest we name a second admin and I'll walk them through the same setup note. For now it's just good to know.
- Abi CoombesOkay, I'll think about who that could be. Probably someone in the IT side who isn't me.
- Callie BrennanSounds sensible. Right, I'll send the access sheet and a short summary within the hour. Thanks, Callie, and thanks Abi, speak soon.
- Abi CoombesCheers Callie, speak soon.
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