Saltdean Hart Insurance Brokers / BG-Demo – QBR
Callcompleted
Saltdean Hart Insurance Brokers · 22 Apr 2025 09:30
In the 22 Apr 2025 QBR, usage was up again and spread wider, with no tickets and the contract paid. Zoe Kendrick must take the renewal to her sign-off person, so a summer diary slot and a value line were agreed.
What was said
What this says
As at Fri 9 Oct 2026In the 22 Apr 2025 QBR, usage was up again and spread wider, with no tickets and the contract paid. Zoe Kendrick must take the renewal to her sign-off person, so a summer diary slot and a value line were agreed.
What happened: Marcus Bell and Priya Raman presented the Growth QBR to Zoe Kendrick. Average active users were around seven, getting on for double the prior quarter, and questions were spread across more people.
Customer view: Zoe said this is what they bought it for, and that she feared people would drift. She called it a nicer call than she expected.
Commercial: Priya reminded her that the 40 users are already in the contract and the term ends towards the end of November. Zoe cannot say anything until her sign-off person has seen it, and the evidence does not show who that is.
Watch: Priya wants a line or two from Zoe on the value for the renewal. Zoe said not today and asked to be reminded in a fortnight.
Themes
As at Fri 9 Oct 2026Theme
QBR and renewal preparation
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- Priya Raman to draft a value line for Zoe to tweak and to put a diary slot in the summer.
- Marcus Bell to send the usage summary and times for a short motor fleet dashboard session.
- Marcus Bell to send the renewal note with the usage summary well ahead of the term end.
Risks
As at Fri 9 Oct 2026- Zoe cannot commit on renewal until an unnamed sign-off person has seen the case, and the evidence does not show who that is.
- Zoe is stretched and deferred the value statement, so the renewal case may be rushed near the end of the term.
Opportunities
As at Fri 9 Oct 2026- Claims team usage is growing and there is room for more handlers within the 40 users already contracted.
- A landlord renewals dashboard is opened most days and can be copied for the motor fleet team.
Transcript
Marcus BellMorning, Zoe. Priya's just joining, I can see her in the waiting room. There she is.
Priya RamanMorning both, sorry, my camera's being slow. Hi Zoe, good to see you.
Zoe KendrickMorning. Bear with me, I've got a client holding on another line and I'm pretending I can't hear it ringing. It's the usual Tuesday.- Marcus BellWe'll try to be quick, but there's a fair bit to look at. I'll share my screen and say what I want to cover. First usage over the quarter, then what the teams are actually asking, then dashboards, and last any questions on the contract. Does that work?
- Zoe KendrickThat works. Go on.
- Priya RamanCan I just do a quick recap, Marcus? Just so we're all on the same page. We're a good way into the first term on Growth, things look healthy, and the next thing on the calendar is the renewal in November. Nothing needed today, but I'd like us to keep momentum so there's no surprises.
- Zoe KendrickFine by me. I'd rather know now than get a letter.
- Marcus BellOkay, so, usage. I've pulled the numbers. Average active users over the last month is around seven. That's up again on the quarter before, getting on for double. It was a big jump last time and it's carried on.
- Zoe KendrickSo it's not tailing off. That's what I was worried about, honestly. You get the excitement and then people drift.
- Marcus BellIt hasn't drifted. The number of questions asked is also up, and it's spread across more people than before, which is the thing I look for. Last time a couple of account executives were doing most of it.
- Zoe KendrickIs it the claims team too, or is that still mostly the account executives?
- Marcus BellMostly account executives, but the claims people are in there. Three or four of them ask regularly now. Mainly looking up what's been said to a client across emails and tickets.
- Zoe KendrickYeah, that's what we bought it for. If a client rings upset I don't want someone saying they'll call back because they can't find the thread.
- Priya RamanAnd that's exactly the sort of use case I'd want to put in front of whoever signs off on the renewal. Honestly, a line or two from you, Zoe, on that would be gold.
- Zoe KendrickI can do a line. Not today though, I'm stretched this month. Remind me in a fortnight.
- Priya RamanHappy to make this easy. I'll draft it and you just tweak it.
- Marcus BellGood. Let me move on to what's being asked. I can see the questions by theme. The biggest group is client history before a call. Then renewals coming up, then policy details. And a smaller group that's about who owns a client.
- Zoe KendrickThat last one's interesting. Who owns a client. Why would they be asking that?
- Marcus BellI'd guess it's a hand-over thing. Someone picks up a client from a colleague and wants to know the background. It's the sort of question that used to mean ringing round.
- Zoe KendrickRight. Yes. That's the account executives sharing information. Which, to be fair, was the whole point. Some of them were hoarding it before.
- Priya RamanHa. Never in front of the account executives.
- Zoe KendrickI'm only saying what everyone knows.
- Marcus BellOkay. Dashboards next. One of your account executives built a landlord renewals dashboard after our session last month. That's the only one built so far, but it's being opened most days.
- Zoe KendrickYes, he showed me. It's good. He's very pleased with himself. Can the others copy it? Or does everyone have to build their own?
- Marcus BellThey can copy it and change the filters. The motor fleet people could do the same with their own list. I'm happy to jump on a call with them for half an hour, no more.
- Zoe KendrickYes, please. Do the motor fleet team. They're always the ones who say they're too busy, so it'll need to be short.
- Marcus BellShort it is. I'll send you a couple of times and you can choose.
- Priya RamanMarcus, can I come in on the licences, just so Zoe's got it? You're on forty users on Growth, Zoe, and you're nowhere near using all of them. So there's no need for anything extra at the moment. I just want you to know the space is there, in case the claims team grows.
- Zoe KendrickOkay. So no extra cost for adding more people, up to forty.
- Priya RamanRight. Up to forty it's already in the contract.
- Marcus BellAnd on support, there's been nothing raised in the last month. No tickets at all. The refresh has been landing on time every business day.
- Zoe KendrickGood. I'd have heard. People tell me when something's broken.
- Marcus BellThat's what I assumed. Last bit then, contract. It's thirty-nine thousand six hundred a year on Growth, and it's been invoiced and paid, nothing outstanding on your side. The term ends towards the end of November. I'll write to you well ahead of that with the usage summary and next steps.
- Zoe KendrickOkay. And I'll need to take it to the person who signs things off. I can't say anything on that side until they've seen it.
- Priya RamanTotally understand. If we can get that conversation in the diary by the summer, that would let us do it properly rather than rushing at the end. But no pressure today.
- Zoe KendrickSummer's fine. Put something in and I'll move it if I have to.
- Marcus BellWill do. Anything else you wanted to raise while we've got you both?
- Zoe KendrickNo, I think that's me. Honestly this was a nicer call than I expected. I thought you were going to tell me nobody was using it.
- Marcus BellNot at all, it's the opposite. Right, so from me: usage summary to you today, times for the motor fleet session, and the renewal note nearer the time.
- Priya RamanAnd from me, a draft line on the value for you to tweak, and a diary slot in the summer. Best, all. Thanks for the time, Zoe.
- Zoe KendrickThanks both. Bye, bye.
Callsmade from