Spaarnwoude Assurantiën / BG-Demo – Training
Callcompleted
Spaarnwoude Assurantiën · 18 May 2026 13:30
Ilse Kuipers joined a training call with Laura Penhaligon. She valued one question across renewals and claims, flagged a single set-up admin, said not all seats are used, and asked about the renewal.
What was said
What this says
As at Fri 9 Oct 2026Ilse Kuipers joined a training call with Laura Penhaligon. She valued one question across renewals and claims, flagged a single set-up admin, said not all seats are used, and asked about the renewal.
What happened: Laura ran a hands-on training on search, chat and saved answers. Ilse asked whether calls recorded on the phone system are connected, and Laura said that is a question for the admin.
Customer view: Ilse said the win would be to ask one question and get both the system and spreadsheet answers. Her team could then self-serve without her being the bottleneck.
Commercial: Ilse said there is only one person who looks after the set-up, and that around fifteen seats are in the plan with some unused. Laura stated the contract as £22k a year with renewal on 16 Apr 2027, and said Elena would be in touch nearer the time.
Watch: Single admin is a key-person risk. Adoption needs a usage check-in, and the evidence does not show the tier or whether the phone calls are connected.
Themes
As at Fri 9 Oct 2026Theme
Training and renewal readiness
Importance
renewal
Sentiment
positive
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Laura to send the notes, the list of connected systems, the admin question and the saved-answers guide, copying Elena.
- Agree a usage check-in in a few weeks to see who is using it.
- Elena to open the renewal conversation nearer the time.
Risks
As at Fri 9 Oct 2026- Only one person looks after the set-up, so a fortnight's absence would leave a gap.
- Not all of the roughly fifteen seats are being used yet.
- Phone-system call recordings may not be connected, so chat could miss meeting content.
Opportunities
As at Fri 9 Oct 2026- Saved answers and wider use by anyone who handles a client could deepen adoption before renewal.
- A usage review would show which teams are quiet and support the value case for the renewal.
Transcript
Laura PenhaligonHi Ilse, can you hear me all right? Sorry, my camera was off, I'm sorting that now. There we go.
Ilse KuipersI can hear you. Good afternoon. Give me one second, my headset's been playing up all day.- Laura PenhaligonNo problem at all. Afternoon. How's the week been on your side?
- Ilse KuipersBusy. We've got two renewals landing in the same fortnight and everybody wants the answer yesterday. So honestly, this session is exactly what I need.
- Laura PenhaligonThat's good to hear. Right, shall I share my screen? Let me find the right window. Okay, can you see the home page?
- Ilse KuipersYes. Mm, that's the one.
- Laura PenhaligonLovely. So I'd like to start with the question you raised with us last time, about renewals and claims sitting in different places. Is that still the thing you want to get through first?
- Ilse KuipersYes. The real problem is my team asks where a client's renewal stands, and the answer is split between the system and a spreadsheet someone keeps by hand. If we can ask one question and get both, that's the win for me.
- Laura PenhaligonRight. Let's do exactly that. I'll type it the way one of your account handlers would, so read it out to me as you'd say it to a colleague.
- Ilse KuipersWhich renewals are due this quarter for clients with an open claim? Hm, that's wordy, but people will say it like that.
- Laura PenhaligonThat's fine, it doesn't need to be neat. Give it a second. Okay, there's the list. Can you see the client names?
- Ilse KuipersYes. Oh, that one's right, I'd completely forgotten that client had a claim in the spring.
- Laura PenhaligonThat's the point. Nobody has to remember which place to open. Each line also shows where the answer came from, so if you want to check it, you can click straight through to the record.
- Ilse KuipersAnd my colleagues can do this themselves? I don't want to be the bottleneck for every question.
- Laura PenhaligonThey can. Access follows the permissions your admin sets up, so the people who should see claims will see claims. We can talk about who should be an admin in a minute.
- Ilse KuipersHonestly, at the moment we've really only got one person who looks after the set-up. So that's a bit of a risk for us, if she's off for a fortnight.
- Laura PenhaligonThat's worth flagging, and I'll make a note of it so it goes into the handover. Okay, next let's look at the chat side. Some of your people prefer to type a question rather than search.
- Ilse KuipersGo on.
- Laura PenhaligonSorry, I was just tidying the window. Right. If you ask in chat, it keeps the thread, so you can come back to it tomorrow and ask a follow-up without starting again.
- Ilse KuipersCould I ask it something like what did we agree with the broker last month? Or does it only know the data, not the meetings?
- Laura PenhaligonGood question. The short answer is it only knows what's been loaded into your Snowflake account from the connected systems. So if the call notes are connected, it'll find them. If they're not, it won't. I'll put the list of what's connected in the follow-up email.
- Ilse KuipersRight. We've got calls recorded on the phone system, and I'm not sure those are linked.
- Laura PenhaligonThen that's a question for the admin, and we'll check it together. Let's try it, type your question in.
- Ilse KuipersHm. Okay, it's pulled something up from the calls, but it's not the one I meant.
- Laura PenhaligonThat's useful. Try saying the client name in the question, it narrows it down. The more specific it is, the better it works.
- Ilse KuipersHm, okay, that's better. Much better.
- Laura PenhaligonRight, I was going to show you the dashboards, but let's skip that and talk about how your team will use this day to day.
- Ilse KuipersPlease skip it, I've got enough to take in. Mainly I'm interested in who in the team should be using this, and how often we should be checking usage.
- Laura PenhaligonThe short answer is anyone who handles a client. The longer answer is that we'd suggest a check-in in a few weeks, to see who's really using it and who's not.
- Ilse KuipersOkay. We've got around fifteen seats in the plan, and to be honest, not all of them are being used yet.
- Laura PenhaligonThat's normal early on. We'll pull the usage together for you, so we can see which teams are quiet and which are using it well.
- Ilse KuipersPlease. And then the contract side. I know the renewal date is coming up, and I'd like to be ready for that.
- Laura PenhaligonOf course. The contract is £22,000 a year, and the renewal is on 16 Apr 2027. Elena will be the person to talk to about that nearer the time, and she'll be in touch.
- Ilse KuipersThat's ahead, good. Thank you. Carry on, I'm listening.
- Laura PenhaligonRight, let's go back to claims. I'll show you the saved answers, so your team can reuse a question rather than retyping it every time.
- Ilse KuipersYes, that would save a lot of time.
- Laura PenhaligonAh, sorry, my screen just dropped for a second. Can you still see it?
- Ilse KuipersYes, it's back. Go on.
- Laura PenhaligonSo that's the saved answers. Do you want me to show the search one as well, or are you happy with what you've seen?
- Ilse KuipersI think I'm happy. My head is full. Can we do a short summary?
- Laura PenhaligonRight, shall we wrap up? I'll send the notes, the list of what's connected and the admin question, and I'll copy Elena in. Is that everything you want from today?
- Ilse KuipersYes, that's all. Oh, and can you send the saved-answers guide too? My team will want the steps written down.
- Laura PenhaligonI will make sure that's in the email. Thanks, Ilse. Have a good rest of the week.
- Ilse KuipersYou too. Thanks, bye.
- Laura PenhaligonBye.
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