Saltdean Hart Insurance Brokers / BG-Demo – Check In
Callcompleted
Saltdean Hart Insurance Brokers · 17 Sep 2025 16:00
Marcus Bell and Zoe Kendrick reviewed usage: around seven people log in weekly out of forty licences, and the claims session has not yet happened. Marcus offered a one-page summary and a renewals dashboard.
What was said
What this says
As at Fri 9 Oct 2026Marcus Bell and Zoe Kendrick reviewed usage: around seven people log in weekly out of forty licences, and the claims session has not yet happened. Marcus offered a one-page summary and a renewals dashboard.
What happened: Check-in on 17 Sep 2025 between Marcus and Zoe. Usage is down a little on the quarter before, but less than the drop discussed at the start of the month, and questions asked are steady.
Customer view: Zoe said nothing is broken, it is just not top of mind. She wants the summary kept to what is true and said Nigel Ferris wants to know what he is getting for the money.
Commercial: Marcus noted nobody has built a dashboard this term, although the plan includes the dashboards builder. The term ends on 21 Nov 2025 and the renewal date is 22 Nov 2025.
Watch: The claims session slipped because the team is stretched. Zoe wants to be able to say they gave it a proper go.
Themes
As at Fri 9 Oct 2026Theme
Adoption habit and dashboards
Importance
renewal
Sentiment
neutral
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Marcus Bell sends Zoe Kendrick three morning slots for the claims session by Friday.
- Marcus Bell writes a one-page usage summary for Zoe Kendrick and builds a first renewals dashboard.
- Marcus Bell holds another quick chat with Zoe Kendrick once the claims session is done.
Risks
As at Fri 9 Oct 2026- The claims team session has still not happened, so the habit gap the managing director will judge the renewal on is unchanged.
- Usage is concentrated in the same few names, with one claims team person beyond the account executives and Zoe Kendrick.
Opportunities
As at Fri 9 Oct 2026- A one-page renewals dashboard for account executives would use the dashboards builder already in the plan.
- A plain one-page summary gives Zoe Kendrick an accurate story ahead of Nigel Ferris's questions.
Transcript
Marcus BellHi Zoe, can you hear me? Afternoon. Sorry, I've got the screen share sorting itself out.
Zoe KendrickHi Marcus. Yes, loud and clear. Afternoon. Sorry, I'm eating a sandwich at four o'clock, that's the kind of day it's been.- Marcus BellHa, no worries, go on, eat. I'll talk. So this is just a check-in. I've pulled the numbers and I'd like to cover three things: what usage looks like, what would be useful before the renewal, and anything that's getting in your way.
- Zoe KendrickMm. Go on then. Be gentle.
- Marcus BellIt's not bad news, exactly. It's down a little on the quarter before, but less than the drop we talked about at the start of the month. In a typical week you've got around seven people logging in, out of forty licences. Questions asked are steady rather than falling, which I'd call a small positive.
- Zoe KendrickSeven. Right. That's the account execs mostly, and me, and one of the claims team who's keen.
- Marcus BellThat matches what I see. The same few names. Nothing from the claims team beyond that one person.
- Zoe KendrickYeah. And before you ask, the session we talked about with the rest of them hasn't happened yet. We're stretched this month. I haven't forgotten, honestly.
- Marcus BellNo, that's fine. I'm not here to nag. Do you want me to hold a couple of slots in the diary so it's not on you to find the time? Mornings, like you said.
- Zoe KendrickThat'd help. If it's in the diary it's real. Otherwise it gets pushed behind whoever's phoned in with a problem.
- Marcus BellUnderstood. I'll send three by Friday. Short, thirty minutes, on your own client records, so they see their own work rather than a demo.
- Zoe KendrickQuick question. Can the claims team see the same things the account execs do, or is it a different view?
- Marcus BellSame data, and anyone with a licence can ask it questions. You've got forty, so there's no reason to ration. The thing that's missing is the habit, not the access.
- Zoe KendrickMm. That's what Nigel will say too. He's already got his eye on the renewal, you know. He mentioned it to me last week.
- Marcus BellRight. What did he say, if you don't mind me asking?
- Zoe KendrickNot much. He wants to know what he's getting for the money. The bottom line, that's his phrase. He won't read a report, he'll want a ring from Priya.
- Marcus BellThat fits what he said on the last call. So here's what I'd suggest, tell me if it's daft. I'll write a one-page summary for you, not for him, in plain words: who's using it, what for, and what's not been tried yet. Then you can say what you like when he asks.
- Zoe KendrickThat's actually really useful. Can you keep it to what's true? I don't want to oversell it to him.
- Marcus BellAlways. I'd rather it was accurate than flattering. If the chart's flat, I'll say it's flat.
- Zoe KendrickGood. And the renewals thing, the account execs. I keep saying that's the thing that matters. Renewals that slip cost us real money.
- Marcus BellThat's where I'd put the effort. Your plan includes the dashboards builder, and as far as I can see nobody's built one this term. I could put together one view for upcoming renewals, something the account execs look at on a Monday, and show you how it's done so your team can change it themselves.
- Zoe KendrickOh. Well, yes. If it's something they'd actually open. They won't open a thing that needs ten clicks.
- Marcus BellAgreed. One page, one question: which renewals are coming up and what do we know about each client. If it needs more than that I've done it wrong.
- Zoe KendrickOkay. Do that. I'd rather have one thing that works than five that don't.
- Marcus BellRight. Anything on your side that's been awkward? Support tickets have been quiet, there's nothing open that I can see, but quiet isn't always good.
- Zoe KendrickNo, nothing's broken. It's just not top of mind. That's me being straight with you.
- Marcus BellI appreciate it. That's useful. And just so it's on the record, the term ends on 21 Nov 2025 and the renewal date is 22 Nov 2025. Commercially that sits with Priya, I look after the adoption side, but I want you to have a good story by then, whichever way it goes.
- Zoe KendrickWhichever way it goes. Right. Yes. I'd like to be able to say we gave it a proper go.
- Marcus BellThat's all I'm after. So, to sum up. Three morning slots from me by Friday. A one-page summary for you. A first go at a renewals dashboard. And then we have another quick chat once the claims session is done.
- Zoe KendrickPerfect. Thanks, Marcus. Sorry, I've got a client on the other line. I'll pick a slot as soon as you send them.
- Marcus BellNo problem. Thanks, Zoe. Speak soon.
- Zoe KendrickCheers, bye.
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