Saltdean Hart Insurance Brokers / BG-Demo – Check In
Callcompleted
Saltdean Hart Insurance Brokers · 26 Mar 2025 14:15
On the 26 Mar 2025 check-in Zoe Kendrick heard that daily users had risen to around seven. She raised no problems, asked for a dashboards session, and said any renewal goes past the person who signs things off.
What was said
What this says
As at Fri 9 Oct 2026On the 26 Mar 2025 check-in Zoe Kendrick heard that daily users had risen to around seven. She raised no problems, asked for a dashboards session, and said any renewal goes past the person who signs things off.
What happened: Marcus Bell reviewed usage, the one closed ticket and the nightly refresh with Zoe Kendrick, Head of Operations. Zoe asked whether claims handlers can pull a client history in one place, and Marcus said yes.
Customer view: Zoe was pleased with the numbers but noted she is using little of the 40 licensed users and should be getting more value. Marcus told her not to rush adding people.
Commercial: Zoe asked about the contract and was told it runs through to November, with nothing needed now. Marcus quoted the contract at thirty-nine thousand six hundred a year and said Priya Raman would be involved in the renewal conversation.
Watch: Zoe will not buy without the person who signs things off, and the evidence does not show who that is. She asked for a short usage report with a picture that she can hand to them.
Themes
As at Fri 9 Oct 2026Theme
Usage growth and renewal
Importance
renewal
Sentiment
positive
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Marcus Bell to email Zoe times for a dashboards session for the following week.
- Marcus Bell to send the usage page and a short usage report with a picture that Zoe can hand to the sign-off person.
- Priya Raman and Marcus Bell to approach Zoe well ahead of the November renewal.
Risks
As at Fri 9 Oct 2026- The renewal depends on an unnamed sign-off person whom Zoe will have to persuade, and BG-Demo has not met them.
- Zoe feels she is not getting enough value from 40 licensed users, and claims team adoption is thin.
Opportunities
As at Fri 9 Oct 2026- A dashboards builder session on Growth can show an account executive a saved weekly list of landlord renewals.
- More claims handlers can be added within the 40 included users once the complaint is dealt with.
Transcript
Marcus BellHi Zoe, can you hear me alright?
Zoe KendrickYeah, loud and clear. Sorry, I'm eating a sandwich at my desk, it's been that sort of day.- Marcus BellNo problem at all, it's gone two, you're allowed lunch. Thanks for making the time. I'll share my screen in a sec, I just want to cover how usage has been going, the one ticket you raised, and then anything you want from me.
- Zoe KendrickLovely. Quick one first, if I may. We've got a client complaint sitting in the claims queue and I'm hoping the brain can pull the whole history together for me. Can the claims team see it all in one place now?
- Marcus BellYes, if the emails and the tickets are both connected, which they are for you. Happy to jump on a call with whoever's handling it and show them how to ask. It's a plain question really, you just name the client and ask what's been said.
- Zoe KendrickRight, good. I'll get Dani... sorry, I'll get one of the claims handlers to have a go this afternoon. I don't want that one waiting.
- Marcus BellSure. Okay, let me share. Can you see the usage page?
- Zoe KendrickI can, yeah. That's a lot of blue.
- Marcus BellIt is, and that's the good news. I've pulled the numbers for the last month. You've got around seven people using it on an average day, and that's well up on last quarter. Nearly four times where you were, to be honest.
- Zoe KendrickFour times. Wow. I mean, I knew people were using it, the account executives keep telling me they've stopped ringing each other to ask what's happening on a policy. But I didn't know it was that much.
- Marcus BellThat's what I'd hoped for when we set it up. The account executives are the bulk of it. The claims team are coming in more than they were, but fewer of them, so there's room there.
- Zoe KendrickYeah, we're stretched this month, so I can't promise a big push. But once this complaint is dealt with I'll try to get a couple more of them in.
- Marcus BellThat's fine, no pressure. You're licensed for forty users on Growth, so you've got plenty of space. You're nowhere near the limit.
- Zoe KendrickForty. Right. We're nowhere near it, are we? I should probably be getting more value out of that.
- Marcus BellI wouldn't put it like that. It's early and you've built the habit with the people who matter most. Adding people is easy when you're ready. It's not something I'd rush.
- Zoe KendrickOkay. Good. What about the ticket? I've forgotten what it was, to be honest.
- Marcus BellOne ticket in the last month, not urgent. It was a question about a field that wasn't showing up on the policy pages, and support sorted it the same day. There's nothing open now.
- Zoe KendrickOh yes, the renewal date field. Someone in the team had changed it in the CRM. Fine, that's done.
- Marcus BellThat's the one. And the nightly refresh has been landing on time, so the data your people are looking at each morning is fresh. No complaints from anyone on that.
- Zoe KendrickNo, nobody's said a word, which in this office means it's working.
- Marcus BellHa, fair enough. Is there anything you'd like it to do that it isn't doing? Anything the account executives keep asking for?
- Zoe KendrickHmm. One of them asked whether he could see a list of the landlord clients with renewals coming up. Is that a chat question or does somebody have to build something?
- Marcus BellHe can ask in chat and it'll give him a list. If he wants it saved and refreshed every week, that's the dashboards builder, which you have on Growth. I can show him in half an hour. Shall we book that?
- Zoe KendrickYes please. Can you send him something? Let me say his name properly... it's easier if you email me and I forward it. I'm drowning in other people's calendars at the moment.
- Marcus BellOf course. I'll send you a couple of times for next week and you can pass them on.
- Zoe KendrickPerfect. And while I've got you, just so I've got it straight in my head. Our contract runs until the autumn, doesn't it? Nothing I need to be doing about it now?
- Marcus BellRight, it runs through to November, and no, nothing now. The contract's thirty-nine thousand six hundred a year, and I'll come back to you well ahead of the renewal. Priya looks after the commercial side, so that conversation would be with her as well as me.
- Zoe KendrickOkay. I wouldn't buy anything without running it past the person who signs things off here anyway, so give me a bit of notice and I'll get it in a diary.
- Marcus BellUnderstood. That's the right way round, honestly. I'll make sure the usage report is something you can hand them without any explaining.
- Zoe KendrickThat would help. Short and with a picture, if you can.
- Marcus BellShort and with a picture, got it. Right, I think that's everything from me. Any other fires?
- Zoe KendrickOnly the one I've already got. Thanks, Marcus, this was useful, and the numbers made my afternoon.
- Marcus BellBrilliant. So, I'll email you times for the dashboards session, and I'll send you the usage page so you've got it. Speak soon, Zoe.
- Zoe KendrickCheers, bye.
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