Nickajack Mutual Insurance / BG-Demo – Discovery
Callcompleted
Nickajack Mutual Insurance · 23 Jul 2026 17:45
Discovery call with the VP Agency Relations and the CFO. Agent questions take too long to answer. The CFO will sign if second-year cost is sensible and security controls are provided. Enterprise was quoted at £155k all in for the first term.
What was said
What this says
As at Fri 9 Oct 2026Discovery call with the VP Agency Relations and the CFO. Agent questions take too long to answer. The CFO will sign if second-year cost is sensible and security controls are provided. Enterprise was quoted at £155k all in for the first term.
What happened: Jordan Pike ran discovery with Shonda Barnes and Wesley Calhoun. Shonda described agents waiting on callbacks while her team checks four places, and Wesley asked what it would cost.
Customer view: Shonda's test is fewer callbacks and no repeated agent questions. Wesley's test is a sensible second-year cost, with renewal terms written out for his board.
Commercial: Jordan said the Enterprise tier for a company-wide rollout would total £155k for the first term, implementation included. Wesley wants the subscription shown on its own in the order form.
Watch: Wesley will not sign without security controls, and his risk people will review them. The evidence does not show a decision date or a budget.
Themes
As at Fri 9 Oct 2026Theme
Discovery and renewal terms
Importance
upsell
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- Jordan sends a recap, the security summary and the renewal terms in one pack to both Shonda and Wesley.
- Theo Gallagher joins the next call to walk the risk people through the controls.
- Shonda pulls together two or three anonymised agent questions.
Risks
As at Fri 9 Oct 2026- The CFO will not sign without the security controls and written second-year renewal terms.
- The £155,000 all-in figure bundles implementation, so the subscription alone is not yet shown.
Opportunities
As at Fri 9 Oct 2026- A company-wide Enterprise rollout with a clear agent-callback problem to solve.
- Shonda has said she will be the first to back it in the room if callbacks fall.
Transcript
Jordan PikeGood evening, Shonda, Wesley. Jordan Pike from BG-Demo. Thanks for making time after your day.
Shonda BarnesGood evening, Jordan. We're glad to. Wesley's just getting his coffee, he'll be right with us.
Wesley CalhounI'm here. Sorry, the video froze on me. Wesley Calhoun.- Jordan PikeNo problem at all. Quick agenda: I'd like to understand how the agency side works today, then where we might fit, then what would need to be true for you to say yes.
- Shonda BarnesThat's fair. I'll start, since agency relations is my world. We work through independent agents across Georgia and Tennessee, and they're the people our farm and rural home policyholders actually talk to.
- Jordan PikeSo the agents are the front line, and your team supports them?
- Shonda BarnesYes. They ring us with questions about a policy, a claim status, a commission statement. And the answer lives in four different places.
- Wesley CalhounFour places is generous. Some of it is still in a spreadsheet I'd rather not describe.
- Shonda BarnesWesley, that's not helpful. But yes, the spreadsheet exists.
- Jordan PikeEvery team I talk to has one. Shonda, when an agent calls with a question, how long does it take to get them an answer?
- Shonda BarnesToo long, honestly. Agents don't like waiting, and they've got their own clients waiting on them. Some calls get called back the next day.
- Wesley CalhounWhich is where my numbers come in. Every callback is a cost, and I want to know what it costs before anybody tells me it's worth it.
- Jordan PikeFair. I won't give you a figure I haven't seen your data for. Shonda, can you describe a typical agent problem for me?
- Shonda BarnesA typical one is an agent asking whether a policy was renewed on time, and our team has to check the billing system, the agency file and an email from an underwriter. That's before they can answer.
- Jordan PikeSo a question that should take a minute takes a call back. And the people doing the checking are your team, not the agent.
- Shonda BarnesExactly. My team's time is the expensive part, and they're tired of being the search engine.
- Wesley CalhounLet's get to the commercial side. What does this look like at the scale we run? I don't want a demo, I want to know what it would cost us.
- Jordan PikeTo be transparent, I'd rather show you properly with your data before I put a number in front of you. But here's where we are: we're looking at the Enterprise tier for a company-wide rollout, and the total for the first term is £155,000 all in, implementation included.
- Wesley CalhounAll in. So the implementation sits inside the one-hundred-and-fifty-five, and I need to see what the subscription is on its own.
- Jordan PikeThat's exactly the right question. The order form will split it clearly, and I'd rather you saw that in writing.
- Wesley CalhounGood. My board will ask about second-year costs. I want to see the renewal terms written out before I sit in front of them.
- Shonda BarnesHe's not kidding. Last year they asked about a tool we'd bought and never explained the renewal.
- Jordan PikeThen we'll write the renewal in plain words. Nothing hidden.
- Wesley CalhounLet's talk security. We hold policyholder data, and my risk people will want the controls before anything else. I won't be signing without them.
- Jordan PikeUnderstood. Our product runs inside your own Snowflake account, so your data doesn't leave your environment. Our solutions engineer will walk your risk people through the controls, and I'll send the written summary.
- Wesley CalhounSnowflake. Our IT group is already on that. Good.
- Shonda BarnesWesley, can we get back to the agents? That's why I'm here.
- Wesley CalhounGo on, then.
- Shonda BarnesIf it worked, agents would ring once, get one answer, and we'd stop being the search engine. Renewals would be checked before the agent asks. That's the picture.
- Jordan PikeThat's a clear picture. What would have to happen in the next few months for you to feel it was working?
- Shonda BarnesFewer callbacks, and the agents stop asking the same question twice. If I see that, I'll be the first to say so in the room.
- Wesley CalhounAnd if I see the second-year cost is sensible, I'll sign. That's my test.
- Jordan PikeThen those are the two tests. I'll write them down, and we'll build the proposal around them.
- Wesley CalhounPlease do. Put the security summary and the renewal terms in the same pack.
- Jordan PikeWill do. Next steps: I'll send you a recap and the security summary. Theo, our solutions engineer, will join the next call for your risk people. Shonda, could you pull together two or three typical agent questions, anonymised?
- Shonda BarnesI can do that, with no policyholder names in them.
- Wesley CalhounGood. Send the pack to me as well as Shonda. I'll read it on the train.
- Jordan PikePerfect. Thanks, both. Talk soon.
- Shonda BarnesThanks, Jordan. Thanks, Wesley.
- Wesley CalhounThanks. Bye.
- Jordan PikeBye, both.
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