Penwortham Mutual / BG-Demo – Demo
Callcompleted
Penwortham Mutual · 16 Mar 2026 11:15
Demo of B-Glass to Clare Huddleston and Phil Catterall on 16 Mar 2026. Phil judged the Enterprise set-up feasible; the next step is a written proposal and a walk-through with finance present.
What was said
What this says
As at Fri 9 Oct 2026Demo of B-Glass to Clare Huddleston and Phil Catterall on 16 Mar 2026. Phil judged the Enterprise set-up feasible; the next step is a written proposal and a walk-through with finance present.
What happened: On 16 Mar 2026 Hannah Lowe demoed the brain, with Matteo Ricci hosting. Phil Catterall probed architecture, the custom policy-system connector, freshness, access control and post-implementation support.
Customer view: Phil said it looks feasible and that the architecture and support model make sense. Clare Huddleston, Head of Member Operations, found the chat interface slick and asked about saving, sharing and dashboards.
Commercial: The demo was pitched at Enterprise: role-based access control, the dashboard builder, Premium support and 99.9% availability. Matteo proposed a proposal walk-through with both of them and someone from finance who signs off.
Watch: Hannah quoted a one-hour P1 response for Premium support, while the proposal call gives thirty minutes. She also said the custom connector would be live within a few days, while the proposal call says the first three connectors take two to three weeks.
Themes
As at Fri 9 Oct 2026Theme
Enterprise demo and feasibility
Importance
upsell
Sentiment
positive
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Matteo Ricci sends call notes and a proposal draft early the following week.
- Matteo books an hour-long proposal walk-through with Clare, Phil and a finance approver.
- Hannah Lowe confirms the custom connector timing so the proposal states one consistent commitment.
Risks
As at Fri 9 Oct 2026- The one-hour P1 response quoted in the demo differs from the thirty-minute Enterprise figure given later, which could become a contract dispute.
- The custom policy-system connector was promised live within a few days, which sets an expectation the implementation plan may not match.
- A finance sign-off is still needed and nobody from finance attended the demo.
Opportunities
As at Fri 9 Oct 2026- Enterprise fit is strong: access control by function, dashboards for board reports and Premium support all landed well.
- Phil's technical concerns were answered, so the proposal can focus on scope and price.
Transcript
Hannah LoweHi Clare, Phil, thanks for joining. Matteo's here too. Before I dive into the demo, what would be most useful for you to see? Phil, I imagine you want to understand the architecture and integration side?
Phil CatterallYeah, exactly. How we'd connect to the policy system, what the data pipeline looks like, and how fresh the data would be. And security, how is access controlled?- Hannah LoweGot it. And Clare, for you, I imagine you want to see what it feels like to ask a question and get an answer back?
Clare HuddlestonYeah, that would be good. What's the user experience like?- Hannah LoweOkay. So let me start with the architecture so Phil's got the picture. Everything runs in your Snowflake. We deploy an application layer, that's where the interface lives. Your data never leaves Snowflake. All the connectors feed into a staging layer, we unify the schema, and then the query engine sits on top of that. So when you ask a question, it's running across all your sources in one go.
- Phil CatterallAnd the connectors to your policy system, would that be custom?
- Hannah LoweWe'd build a custom connector to your policy admin system. We have pre-built ones for common systems, but your policy system isn't one of them, so we'd design one specifically for you. That would be part of the implementation.
- Phil CatterallHow long does a custom connector usually take?
- Hannah LoweFor a system like yours, with a reasonable API and clear documentation, we'd have it live within a few days of starting. But that's part of the 12-week programme, so it's costed in.
- Phil CatterallOkay. And data freshness?
- Hannah LoweNightly refresh. The connectors pull data every night, and everything's refreshed and live by 07:00 your time the next morning. So your team's got fresh data every business day.
- Phil CatterallAnd if a connector breaks? Say the policy system API changes?
- Hannah LoweWe monitor it. If a connector stalls, we'll alert you. And we'd work with you to fix it, usually that's an API change on their end, so we'd adjust the connector to match. You'd hear from us before your team even knows there's a problem.
- Phil CatterallFair enough. What about access control? Can we restrict who sees what data?
- Hannah LoweAt the Enterprise tier, yes. Role-based access control. You can say Member Operations sees member and claims data, but not underwriting; Finance sees the financial view; Partner Management sees partner-level data. We use row-level security in Snowflake so the restrictions are enforced at the data layer.
- Phil CatterallGood. What about audit?
- Hannah LoweEverything's logged. Who asked what question, when, what the answer was. That's all in Snowflake so your team can audit it whenever you need to.
- Phil CatterallOkay, that's good. Let me see the interface now.
- Hannah LoweSure. So here's the chat interface. You ask a question in plain English. Let me show you an example. I'll type: "What's the total revenue across all schemes this year?"
- Hannah LoweAnd there's the answer, a number, with a breakdown by scheme. No SQL, no waiting. Questions usually come back in a few seconds.
- Clare HuddlestonThat's really slick. Can we ask follow-ups?
- Hannah LoweYeah, exactly. So now you could ask: "What's the breakdown by partner?" And it remembers the context from the previous question.
- Hannah LoweSo now you've got revenue split by partner. You can keep going. "What's the churn rate by partner?" And so on.
- Clare HuddlestonAnd what if I want to save that and share it with someone else?
- Hannah LoweYou can save a conversation, share it with team members. Or if you want to turn it into something for a board report, you can save it as a dashboard.
- Clare HuddlestonOkay, that's useful. How hard is it to build a dashboard?
- Hannah LoweNot hard. Click the dashboard builder, pick the metrics you want to show, arrange them how you want, and you're done. Takes a few minutes. That's one of the upgrades you get at Enterprise.
- Phil CatterallAnd search? Can we search for something by keyword?
- Hannah LoweYou can. "Find policies maturing this quarter", it'll search across all the policy data and show you relevant results.
- Clare HuddlestonNice. So the user experience is pretty intuitive?
- Hannah LoweIt's designed to feel like talking to a human. Most teams are productive within a week or two.
Matteo RicciAnd Phil, any other questions on the tech side? I know implementation's a big step.- Phil CatterallHow much support do we get during the implementation? If we hit issues?
- Hannah LoweYou get dedicated support during the 12 weeks. We assign a named engineer, weekly check-ins, and a direct contact if anything stalls. By week 12, your team's trained up and ready to go live.
- Phil CatterallSounds workable. One more thing, what happens after implementation? How's support handled then?
- Hannah LoweAt Enterprise, you get Premium support: a named engineer, 07:00 to 20:00 UK time, one-hour response on P1 issues. Or if something's urgent outside those hours, you can still reach us.
- Phil CatterallRight. And the SLA?
- Hannah Lowe99.9% availability. We back that up with service credits if we miss it.
- Phil CatterallOkay, I think I've got the picture. This looks feasible. The architecture makes sense, the support model is solid.
- Matteo RicciBrilliant. So next step for us would be to move into a proposal: scope out exactly which systems we're connecting, how many users, any other add-ons. Once you've signed off on that, we'll move to a contract. Should we schedule something to walk through the proposal?
- Clare HuddlestonYeah, let's do that. How long would that take?
- Matteo RicciAbout an hour, similar to this. We'd want both of you, plus probably someone from your finance team who needs to sign off.
- Phil CatterallWe can sort that. How long till you'd have a proposal to discuss?
- Matteo RicciI'll get something together by early next week.
- Clare HuddlestonGreat.
- Matteo RicciI'll send over notes from this call, and a proposal draft. Then we can get the three of us back together to walk through it. Sound good?
- Phil CatterallYeah, works for us.
- Hannah LoweBrilliant. Any other questions before I let you go?
- Phil CatterallNo, that was really helpful. Thanks.
- Hannah LoweCheers. Speak soon.
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