Saltdean Hart Insurance Brokers / BG-Demo – QBR
Callcompleted
Saltdean Hart Insurance Brokers · 20 Oct 2025 15:30
Quarterly review with Zoe Kendrick and Nigel Ferris. Usage and questions are up a touch, but a small group asks most questions. Renewal paperwork sits with Trevor, and Nigel will ring Priya rather than sign by email.
What was said
What this says
As at Fri 9 Oct 2026Quarterly review with Zoe Kendrick and Nigel Ferris. Usage and questions are up a touch, but a small group asks most questions. Renewal paperwork sits with Trevor, and Nigel will ring Priya rather than sign by email.
What happened: Marcus Bell reviewed usage on 20 Oct 2025 with Zoe Kendrick and Nigel Ferris. Active users and questions are up a little, with no tickets and invoices paid on time.
Customer view: Zoe said the brain saves her chasing executives for call notes. Nigel's one worry was what happens to the data if the service were switched off, and Marcus answered that it runs in the customer's own Snowflake account.
Commercial: Priya Raman restated the contracted figure of £40k a year, with the term ending 21 Nov 2025. Nigel will not sign on email and wants a call first. New starters can be added within the forty licences at no extra cost.
Watch: Questions come mostly from Zoe, two account executives and one claims handler. Zoe agreed to name a second person who knows how it works.
Themes
As at Fri 9 Oct 2026Theme
QBR and renewal momentum
Importance
renewal
Sentiment
positive
Voice
decision-maker
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Marcus Bell sends the one-page new-starter guide and the usage summary on 2025-10-20.
- Zoe Kendrick picks a second person who knows how the brain works.
- Priya Raman rings Nigel Ferris in the week to finish the renewal.
Risks
As at Fri 9 Oct 2026- Questions come from a small group, so one absence would show quickly and Zoe is a key person.
- The renewal is unsigned and Nigel will only sign after a phone call, so a stretched team could let it slip.
Opportunities
As at Fri 9 Oct 2026- Two or three new starters can be added within the forty licences, deepening adoption before the renewal.
- A second knowledgeable person named by Zoe would spread usage and reduce key-person risk.
Transcript
Zoe KendrickHello? Sorry, I'm in, I've been running between two things. It's been a bit on fire today, a client complaint that came in first thing.
Marcus BellAfternoon, Zoe. No problem at all. We'll wait a minute for Nigel and Priya.
Priya RamanI'm here! Afternoon, both. Nigel, I can see you've just joined.
Nigel FerrisAfternoon. Sorry, I was on the other line. Zoe tells me she's stretched, so let's be quick, shall we?- Marcus BellQuick I can do. I'll share my screen. This is the quarterly review, so I'll go through usage, what the team has been asking, and anything you want from us. Then Priya will say a word on the renewal.
- Zoe KendrickQuick question before you start. Can the claims team see the same pages as the account executives? Someone asked me yesterday.
- Marcus BellYes, same pages. It's one brain, so what one team can search, the other can, as long as you've given them a licence. You've got forty, and I'll come to that.
- Zoe KendrickGood. That was the thing. Go on.
- Marcus BellSo, I've pulled the numbers. Active users on a typical day, averaged over the last month, is under ten. That's up a touch on the previous quarter. Questions asked are up a little as well. No tickets in the last month, nothing urgent, and every invoice paid on time.
- Nigel FerrisIs that good or bad? Just give me the bottom line.
- Marcus BellSteady and a little better, Nigel. Nothing is going the wrong way. The thing I'd keep an eye on is that a lot of the questions come from a small group, so if one of them is off for a fortnight you'd notice.
- Zoe KendrickThat'll be me and two of the account executives, mostly. And one of the claims handlers. We're all in it daily, the rest dip in.
- Marcus BellThat fits what I see. The claims handler's questions are the interesting ones, actually. They're looking up a client's whole history before they ring back, and that's the kind of thing the brain is for.
- Zoe KendrickIt saves me a lot of chasing, honestly. Before, I'd have to ask an executive what was said on the last call, and they'd not remember.
- Nigel FerrisThe clients come first. If a client rings and we've got their history in front of us, that's the point.
- Priya RamanWhich is a good bridge, if I may, to keeping momentum on the renewal. Your term ends on 21 Nov 2025 and the renewal date is 22 Nov 2025. Nigel, Trevor has the paperwork, and the contracted figure stays at £39,600 a year as things stand. I just want to make sure nothing slips while the team is stretched.
- Nigel FerrisIt won't slip. Trevor has it and we've spoken. I'll ring you, Priya, when I've read it. I'm not signing on email.
- Priya RamanThat works for me. Happy to make this easy.
- Zoe KendrickCan I ask something else while I've got you? We've got new starters coming in, two or three. Can they just be added?
- Marcus BellYou've got licences spare, so yes, no extra cost. It's only if you went past forty that we'd need to talk. I can send you a short guide, one page, for the new starters.
- Zoe KendrickOne page, perfect. Anything longer and nobody reads it.
- Marcus BellUnderstood. Happy to jump on a call with the new people as well if it helps, thirty minutes with them at their desks.
- Zoe KendrickMaybe, but not this month. We're stretched this month, I mean it.
- Marcus BellNo bother. After the renewal, whenever suits.
- Nigel FerrisMarcus, I've one worry. If I rang up and asked you to switch it all off tomorrow, what happens to the data?
- Marcus BellIt's an odd one to ask, Nigel, but a fair one. The brain runs inside your own Snowflake account, so the data is yours and stays with you. We'd stop the service, and nothing is held somewhere you can't get to.
- Nigel FerrisGood. That's all I wanted to hear. The regulator likes to know where things sit.
- Zoe KendrickNot that we're switching anything off, before anyone writes that down.
- Nigel FerrisNo, no. Just asking.
- Marcus BellRight, anything else on usage? Otherwise I'll cover what I'd suggest for next quarter, and it's short. One, get the new starters on. Two, spread the questions a bit more so it's not three people. Three, we do a proper check-in after the renewal.
- Zoe KendrickThat's reasonable. I'll nominate someone to be the second person who knows how it works. Then it's not just me.
- Marcus BellThat would be ideal, Zoe, thank you.
- Priya RamanAny last points on the commercial side, Nigel? Otherwise I'll leave it with you and Trevor.
- Nigel FerrisNothing from me. Give me a ring in the week and we'll finish it off.
- Priya RamanWill do. This week, then.
- Marcus BellSo I'll send the one-page guide and the usage summary today. Zoe, you'll pick a second person. Thanks, everyone.
- Zoe KendrickThanks, Marcus. Right, back to the complaint. Bye all.
- Nigel FerrisRegards, all. Speak soon.
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