Fenmoor Specialty Underwriting / BB-Demo – Onboarding
Callcompleted
Fenmoor Specialty Underwriting: documents · 2024-07-16 16:30
Callie Brennan walked Callum Reid through onboarding status: two of four sources moving, claims and CRM access outstanding, three mapping ambiguities resolved. Callum wants a firm dashboard date.
What was said
What this says
Current to 10 Oct 26Callie Brennan walked Callum Reid through onboarding status: two of four sources moving, claims and CRM access outstanding, three mapping ambiguities resolved. Callum wants a firm dashboard date.
What happened: Callie reported the Snowflake role and submissions access are live. Live tracker access, claims tickets and CRM access are still waiting, so two of four sources are moving.
Customer view: Callum pushed for a dashboard date. Callie would only commit to a firm date the day claims access lands, and Callum accepted that as honest.
Mapping: Callum clarified status values, binder references and gross and net premium, which Callie resolved. Callum asked to be told the same morning if a refresh is late.
Watch: The timeline has not shifted yet, but claims access beyond a couple of weeks would worry Callie. Access depends on Callum's colleagues, not BB-Demo.
Themes
Current to 9 Oct 26Theme
Onboarding access and mapping
Importance
neutral
Sentiment
neutral
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Callum Reid to chase live tracker access today and hold the claims manager to a couple of weeks.
- Callie Brennan to send the claims and CRM read-only notes after the call.
- Callie Brennan to send first refresh record counts the next day and a firm dashboard date when claims access lands.
Risks
Current to 9 Oct 26- Claims and CRM access is not yet in writing and could arrive late and bunch up at the end.
- The live tracker access depends on a senior who has been away.
- Column changes in the intake log would not be picked up unless Callum's team tells BB-Demo.
Opportunities
Current to 9 Oct 26- The first dashboard version could show during the middle of the implementation once claims access lands.
- Training the small group and the tracker owner as admin should widen adoption beyond Callum.
Transcript
Callie Brennan NoneGood afternoon, Callum. Can you hear me okay?
Callum Reid NoneAfternoon. Yes. Sorry, I'm a minute or two late, I was stuck behind a call that overran.- Callie Brennan NoneThat's absolutely fine. It gave me time to get my notes in order. Shall I tell you what I've got for the next hour, and you stop me if it's the wrong order?
- Callum Reid NoneGo. What I need is to know where we are and what's blocked.
- Callie Brennan NoneGood, because that's the first item. Four things. Status on access, source by source. Then the field mapping for submissions, which I'd like to walk through with you on screen. Then what happens with the first refresh. And last, training for your team and the admin handover. Okay?
- Callum Reid NoneOkay. Status first.
- Callie Brennan NoneSo, the Snowflake role is done. Your colleague in IT created it the day after we spoke and it works. I've logged in and I can see the database. That's the foundation and it's in place.
- Callum Reid NoneGood. That was the one I was sure of.
- Callie Brennan NoneSubmissions access came in writing, as I asked, so that one's live and I've started on it. Bordereaux queries, I have the frozen copy of the tracker and your note on the two ways of recording a late bordereau. Thank you for that, it was very clear.
- Callum Reid NoneDon't thank me, it was embarrassing. Two ways to say the same thing.
- Callie Brennan NoneIt's more common than you'd think. But the access for the tracker itself, the live one, hasn't arrived. I've got the copy, not the connection.
- Callum Reid NoneThat's my senior. She's been away. I'll chase it today.
- Callie Brennan NoneThank you. And claims tickets and the CRM, I haven't got either yet in writing.
- Callum Reid NoneClaims manager said yes, in principle. He wants it in writing from you what you can see. Not what you do see, what you can.
- Callie Brennan NoneThat's a reasonable thing to ask and I can put that together. I'd write it as a short list: which ticket fields we read, that it's read-only, and that nothing is changed in the helpdesk. Would it be better coming from me, or from you?
- Callum Reid NoneFrom you. With me copied. He'll take it from the people who built it.
- Callie Brennan NoneDone. I'll send it after this call. What about the CRM admin?
- Callum Reid NoneHaven't asked yet. I will. You'll have it with the claims one.
- Callie Brennan NoneThat's fine. So where that leaves us is two of four sources moving, and two waiting. I'd rather be honest about that than pretend the timeline hasn't shifted.
- Callum Reid NoneHas it shifted?
- Callie Brennan NoneNot yet. We're still inside the eight weeks. The submissions side is ahead, if anything. The risk is claims and CRM access arriving late and then bunching up at the end. So I'd rather start nudging now.
- Callum Reid NoneBy when do you need the claims one?
- Callie Brennan NoneIf it's in my hands within a couple of weeks I'm comfortable. Beyond that I'd start worrying.
- Callum Reid NoneA couple of weeks. Right. I'll hold the claims manager to it.
- Callie Brennan NoneBrilliant. Okay, on to the mapping. Let me share. Can you see it?
- Callum Reid NoneI see a table. Small, but I can read it.
- Callie Brennan NoneI'll make it bigger. Is that better? On the left, the columns as they arrive from the submissions intake. On the right, where each lands in the brain. And in the middle my note on whether I've checked it. Green means I've checked it with a real record, amber means I need you.
- Callum Reid NoneLots of green.
- Callie Brennan NoneMostly. So the broker, the insured, the class of business, the inception date, the underwriter assigned. Those map cleanly. I took ten real submissions and walked each one through, and they came out the way I'd expect.
- Callum Reid NoneWhat's amber?
- Callie Brennan NoneThree rows. This one: status. Your intake log has a status column with values that look like free text. I've got seven variants of what looks like the same status. I don't want to guess how you'd group them.
- Callum Reid NoneShow me.
- Callie Brennan NoneSo, quoted, Quoted, quote sent, QS, and then bound, Bound, and a bare B.
- Callum Reid NoneYes. That's us. That's two statuses. Quoted and bound. Everything on the left is one of those. And if you've got something that isn't, it's a typo.
- Callie Brennan NoneThat's exactly what I needed. So I'll map those to two clean values and send anything else to a holding bucket, so nothing disappears. You can look at the bucket later and decide.
- Callum Reid NoneGood. Next amber.
- Callie Brennan NoneBinder reference. In most rows it's a clean reference. In some it's blank, and in a few it's the name of the syndicate instead of the reference. Which, I assume, is somebody typing in the wrong box.
- Callum Reid NoneThat's what it is. But it matters. If the binder reference is wrong the oversight answer is wrong. That's the whole point of the thing.
- Callie Brennan NoneWhich is why I want to be careful. I could flag those rows as unassigned to a binder, so they show up in a list rather than quietly counting against the wrong one. Would that be useful, or is that noise?
- Callum Reid NoneUseful. Very. My team can clean those. Show me the count when you've got it.
- Callie Brennan NoneI'll include it in the first refresh note. And the third amber is the one I'm least sure of. Premium. There are two columns that both look like premium. One's gross, one's net, but the headings don't say so. I've inferred it from the values and I don't like inferring.
- Callum Reid NoneFirst one's gross. Second's net of brokerage. The heading's a mess, I know. Someone changed it years ago.
- Callie Brennan NoneThanks. I'll rename them on our side, gross premium and net premium, so no one has to remember. That's now green.
- Callum Reid NoneAnything else I should be worried about in there?
- Callie Brennan NoneNot in submissions. The thing I'd keep an eye on is people changing columns in the intake log. If someone adds a column, the refresh won't break, but the new column won't be picked up either. So I'd ask you to tell me, or your admin to tell the team, when the log's shape changes.
- Callum Reid NoneI'll tell my seniors. Nobody touches the structure without telling me.
- Callie Brennan NoneThat's all I'd ask. Right. The refresh. Before we switch on the refresh, here's what happens. Tonight, the submissions source runs for the first time into your Snowflake. It'll take longer than a normal night because it's loading history, not just yesterday. Then tomorrow morning I check the record count against your intake log, and I'll send you what I find.
- Callum Reid NoneWhen can my people look at it?
- Callie Brennan NoneOnce I've checked the counts, not before. I don't want your team seeing a half-loaded book and writing it off. So I'd say once I've confirmed it with you tomorrow, you tell me whether to open it to the small group.
- Callum Reid NoneFine. The small group. Six or so.
- Callie Brennan NoneThat's about the number already logging in, so they'll be the first. And the nightly refresh after that completes by 07:00 your time on business days. I'll watch the first few myself.
- Callum Reid NoneWatch them, and tell me if one's late. Don't wait for me to notice.
- Callie Brennan NoneI'll tell you the same morning. That's a promise, and I'll put it in the note.
- Callum Reid NoneGood. Now. Dashboards. When do I get something I can show a syndicate?
- Callie Brennan NoneHonestly, not from submissions alone. The dashboard you described last time, open bordereaux queries by binder with the claims behind them, needs at least bordereaux and claims in. So it's a few weeks away. What you will have sooner is the pages and chat over submissions, so your team can start asking questions.
- Callum Reid NoneA few weeks. I'd like a date.
- Callie Brennan NoneI understand, and I'd rather not give you one I don't control, because it depends on the access we just talked about. What I can say is, if claims access arrives in the next couple of weeks, I'd expect to show you a first version of that dashboard during the middle of the implementation. I'll give you a firm date the day claims access lands.
- Callum Reid NoneFair enough. That's honest. Take it that I'm pushing the claims manager.
- Callie Brennan NoneThank you. Which brings me to training. Daniel mentioned you want it to land with your team and not just with you. My suggestion is a short session for the small group once submissions is loaded and checked, then a second one when the dashboards are ready. Does that sound right?
- Callum Reid NoneYes. Short. They won't sit through an hour. Half that, with their own submissions on the screen.
- Callie Brennan NoneHalf an hour with their own book. I'll do it that way. And the admins. You said you and one of your seniors. Have you picked?
- Callum Reid NoneThe one who owns the tracker. She's the most careful. Once she's back I'll introduce you.
- Callie Brennan NoneLovely. Then I'd like to include her in the next session, so she sees the mapping and not only the result. It makes the handover much easier. And I'll write the setup note as I go, so by the end there's nothing in my head that isn't written down.
- Callum Reid NoneGood. Right. Recap. What do I owe you?
- Callie Brennan NoneFour things. The live tracker access, chased today. Claims manager's yes in writing, once he's read my note. The CRM read-only access. And a time next week for the admin to join. From me: the claims note and the CRM note, after this call. Tomorrow, the record counts from the first refresh. And then a firm dashboard date the day claims access lands.
- Callum Reid NoneGot it. I'll chase the access today.
- Callie Brennan NoneBrilliant. Thanks, Callum. I'll speak to you tomorrow with the counts.
- Callum Reid NoneRight. Thanks. Callum.
Callsmade from