Fenmoor Specialty Underwriting / BB-Demo – Check In
Callcompleted
Fenmoor Specialty Underwriting · 2026-08-26 16:30
Callum Reid says the brain just works and the 07:00 refresh has not slipped. Use is steady at about fifteen people against 150 licensed seats, and he asked for a way to produce the capacity providers' oversight pack.
What was said
What this says
Current to 13 Oct 26Callum Reid says the brain just works and the 07:00 refresh has not slipped. Use is steady at about fifteen people against 150 licensed seats, and he asked for a way to produce the capacity providers' oversight pack.
What happened: Daniel Okafor ran the 26 Aug 2026 check-in with Callum alone. Usage, questions and tickets were level, with two low-priority tickets, both answered and closed.
Customer view: Callum wants steady, and says the dashboards match the binders at 07:00 with no misses that month. He kept commercial matters out of the call and offered only whether the product does the job.
Commercial: The ask is a saved view that assembles the oversight pack from data already in the brain, which Daniel believes fits the current Enterprise plan. Contract runs to 30 Jun 2027 with renewal on 1 Jul 2027, so nothing is due yet.
Watch: A small group carries most of the questions, and Callum accepted he is a single point of failure. Fifteen active users against 150 seats leaves headroom but also shows narrow adoption.
Themes
Current to 9 Oct 26Theme
Steady use, oversight pack
Importance
praise
Sentiment
positive
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Daniel Okafor to return by the end of the following week with a draft or a date for the oversight pack view.
- Daniel to draft the half-hour session on Callum's three questions and send it for his check.
- Callum Reid to pick four or five people, including the new starter, and warn Daniel early of any CRM or submissions change.
Risks
Current to 9 Oct 26- A small group asks most of the questions, so the value rests on Callum and one other person staying busy.
- About fifteen active users against 150 licensed seats is a thin base to defend at renewal.
Opportunities
Current to 9 Oct 26- A saved oversight pack view built from dashboards and pages would show value to the capacity providers without a new purchase.
- A half-hour session for four or five underwriters could widen use beyond the operations team.
Transcript
Daniel Okafor NoneHello Callum, can you hear me all right? Thank you for making the time, I know the afternoons are never quiet for you.
Callum Reid NoneHear you fine. Afternoon, Daniel. Just us, is it?- Daniel Okafor NoneJust us today, yes. I did wonder if anyone from your side would join, but I think it's a light one. Just a check-in.
- Callum Reid NoneGood. Right, what I need out of this is simple. Are we on track, is anything coming down the line I should know about, and what do I tell the capacity providers if they ask how the brain is doing. Twenty minutes would do me.
- Daniel Okafor NoneThat's very clear, thank you. We've got a bit more than that, so we can be unhurried. I'll start with the usage picture, then tickets, then anything on your side. Does that work?
- Callum Reid NoneFine. Go.
- Daniel Okafor NoneSo, the headline is steady. Over the last month the number of people active in the brain has sat at about fifteen on average, and that's the same as the quarter before. No dip, no jump. Questions asked are level too. It's a calm, settled account.
- Callum Reid NoneSteady is fine. Steady is what I want from a bordereaux process. Fifteen sounds right, that's my ops team plus a few of the underwriters who actually bother.
- Daniel Okafor NoneHa, yes. And that's partly what I wanted to ask, because you're licensed for 150 users on Enterprise and fifteen is a fairly small slice of that. I'm not saying it's a problem. I just want to understand whether that's by design, or whether there are people who would benefit and haven't been shown it.
- Callum Reid NoneBoth, honestly. The 150 was the number we signed up to so we'd never be capped. We were never going to have a hundred and fifty people in there on day one. Marine cargo underwriters are, how do I put it, set in their ways.
- Daniel Okafor NoneMm. And the professional indemnity side?
- Callum Reid NoneSlightly better. A couple of the PI team use it for the claims ticket view. They like having the claims tickets and the CRM activity next to each other. Saves them chasing.
- Daniel Okafor NoneThat's good to hear, that's exactly the kind of use we hoped for. How is the team finding it day to day? Not the headline, the actual feel of it.
- Callum Reid NoneDay to day it just works. Which is the best thing I can say. The dashboards are right at 07:00, I look at them before I've had a coffee and they match what the binders say. That was the whole point. If the dashboard's wrong at 07:00, I've lost the morning.
- Daniel Okafor NoneGood. I'll make a note of that, because the nightly refresh landing by 07:00 is something we watch closely for you. I didn't see anything out of line in the last month, but if you did, tell me now.
- Callum Reid NoneNothing. Not once this month. I'd have shouted.
- Daniel Okafor NoneYou would, and I'd have deserved it. Right, tickets. There were two raised in the last thirty days, neither of them high priority. One was a how-to, someone wanting to filter the bordereaux view by a different period. The other was a small question about a field name in the claims data.
- Callum Reid NoneThe period filter, that was one of mine, I think. Or one of my team. Was that answered?
- Daniel Okafor NoneBoth answered, both closed, and well inside the response time for your tier. Just to close the loop, I did ask support to check the person was happy with the answer and they confirmed they were.
- Callum Reid NoneFine. Two tickets in a month is nothing. By the way, is that normal? Two?
- Daniel Okafor NoneFor a settled account, yes. Fewer tickets alongside steady usage usually means people have stopped hitting walls. It's when the numbers are falling and it goes quiet that I get curious. That's not what I'm seeing with you.
- Callum Reid NoneGood. Next.
- Daniel Okafor NoneNext is really a question for you, which is whether anything is changing on your side that we should plan for. New binders, a new syndicate relationship, new people in the operations team, a system change. Anything that touches a source the brain reads from.
- Callum Reid NoneSystem change, not that I know of. The CRM is staying as it is. We're looking at how we hold submissions but that's a long way off, and it won't be this year. If it moves I'll tell you well ahead. I don't want to find out the connector's broken because someone in IT changed a field.
- Daniel Okafor NoneI'd be grateful for that. A heads-up from you means we can test the connector before anything goes live, rather than finding out the next morning. Who would be the right person in IT to keep in the loop, if it comes to it?
- Callum Reid NoneMe. Send it to me. If it needs someone in IT I'll pull them in. I don't want you ringing round the building.
- Daniel Okafor NoneUnderstood, you're the single point. Sensible.
- Callum Reid NoneWhile we're at it. The capacity providers. They've started asking for the same oversight pack more often. What I need is a way to produce it without my team spending a day on it each time.
- Daniel Okafor NoneTell me more about the pack. What goes in it at the moment?
- Callum Reid NoneSubmissions in, bound, declined. Bordereaux queries outstanding and how old they are. Claims tickets by status. And the CRM activity for the brokers, so they can see we're talking to people. It's all in the brain already. It's just that somebody has to pull it together and make it look like a document.
- Daniel Okafor NoneRight. So the data is all there and the effort is in assembling it. That's very much something we can help with. Your plan includes the dashboards builder and the pages, so I think a saved view that lines those four things up could be built without anything new being bought.
- Callum Reid NoneThat's the answer I wanted. By when?
- Daniel Okafor NoneI don't want to guess a date that isn't mine to give. Let me look at it with one of our solutions engineers and I'll come back to you by the end of next week with either a draft or a clear date. Is that fair?
- Callum Reid NoneEnd of next week. I'll hold you to that.
- Daniel Okafor NonePlease do. It's in my notes.
- Callum Reid NoneAnother thing. Who is asking most of the questions in there at the moment? Because I suspect it's me and one other.
- Daniel Okafor NoneYou've got a good instinct. A fair share of the questions do come from a small number of people, and you're one of them. That's not unusual, but it's worth saying, because if two people carry most of the use, then the value rests on those two people being around and being busy.
- Callum Reid NoneThat's a polite way of saying I'm a single point of failure.
- Daniel Okafor NoneHa, I'd say a very effective champion who we'd like to have a bit of company. I just think it's healthier for you if a few more of your people can get the same answers without coming to you.
- Callum Reid NoneFair. Go on then, what are you proposing? Not a big training day. They won't sit through it.
- Daniel Okafor NoneNo, nothing like that. I was thinking a short session, half an hour, with a small group. Perhaps four or five underwriters, picked by you, using their own submissions. We show them three questions they can ask that save them a phone call. That's it.
- Callum Reid NoneHalf an hour on their own submissions. That I can sell to them. Which three questions?
- Daniel Okafor NoneI'd suggest we ask you. What do they currently ring your team about most often? Whatever that is, we make it a question they can ask the brain instead.
- Callum Reid NoneEasy. Where's this bordereau, is this risk bound or still in referral, and what's open on this broker. Those three are about eighty per cent of my phone.
- Daniel Okafor NoneThen that's the session. I'll draft it around those three and send it over for you to check before anyone sees it.
- Callum Reid NoneGood. I'll pick the people. Give me a week.
- Daniel Okafor NoneLovely. And I'll keep it as light as I can. Is there anyone in the operations team who is new since we last spoke?
- Callum Reid NoneOne joined a few weeks ago, a junior, on the bordereaux side. Sharp. She's already found the search faster than the shared drive.
- Daniel Okafor NoneThat's what we like to hear. Do make sure she's in the half-hour group then. People who start with the brain tend to keep it as their habit.
- Callum Reid NoneWill do.
- Daniel Okafor NoneOne more from me, then I'll let you go. Your contract runs to 30 Jun 2027 and the renewal date is 1 Jul 2027. That's a good way off, so there's nothing to do now. But I like to say it early so it's never a surprise. As we get closer, I'll set up a proper conversation about how the year has gone.
- Callum Reid NoneUnderstood. Nothing to do now. Anything on the commercial side I'd leave to the right people, I'm not the one for that. What I can give you is whether it does the job, and it does.
- Daniel Okafor NoneThat's exactly the right thing to give me, and it's what I'll carry into that conversation. Priya will be involved on the commercial side when the time comes, as she has been before, so you'll hear from both of us.
- Callum Reid NoneFine. Is that everything?
- Daniel Okafor NoneAlmost. Let me just play back what I've got, so I've closed the loop. One: I come back to you by the end of next week on the oversight pack view, either a draft or a date. Two: I draft a half-hour session on your three questions and send it to you to check. Three: you pick four or five people, including the new starter, within a week. Four: you tell me early if anything changes in the CRM or how you hold submissions. Have I missed anything?
- Callum Reid NoneNo. That's it. Four things, two mine, two yours.
- Daniel Okafor NoneExactly. And I'll put it in an email this afternoon so it's in writing.
- Callum Reid NoneGood. That's what I wanted. Cheers, Daniel.
- Daniel Okafor NoneThank you, Callum. Enjoy what's left of the afternoon. Speak soon.
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