Brännö Försäkring / BG-Demo – Demo
Callcompleted
Brännö Försäkring · 13 Nov 2025 13:00
Linnea Berg, Head of Customer Service, saw a sample demo and liked source links, freshness warnings and the audit trail. The email archive needs separate approvals, and her CEO Anders Holm wants the quoted wording and audit trail.
What was said
What this says
As at Fri 9 Oct 2026Linnea Berg, Head of Customer Service, saw a sample demo and liked source links, freshness warnings and the audit trail. The email archive needs separate approvals, and her CEO Anders Holm wants the quoted wording and audit trail.
What happened: Anya Petrova ran the demo on a sample of claims and CRM records. It covered claim status with source links, a freshness warning, policy clause lookup, a dashboard and the audit trail export.
Customer view: Linnea valued not having to guess whether an answer is current. She said "That's a strong demo" and will bring her managers to the next session.
Commercial: The dashboards builder was described as included in the tier being looked at, and Matteo Ricci promised to confirm tier details in writing. The email archive is a separate connector needing IT and security approval.
Watch: Anders Holm, who was not on the call, specifically asked for the audit trail and the quoted wording. The archive approvals could add time to the plan.
Themes
As at Fri 9 Oct 2026Theme
Demo: freshness and audit trail
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 to send the approvals note and written tier details this week.
- Agree the archive approvals with Linnea before the next call so IT and security run in parallel.
Risks
As at Fri 9 Oct 2026- The email archive connector needs IT and security approval, which adds time to the plan.
- Anders Holm was absent and his requirements for the audit trail and quoted wording are second-hand.
Opportunities
As at Fri 9 Oct 2026- Linnea's managers will join the next session, and the dashboards builder lets them build their own tiles.
- The email archive connector is extra scope that could follow once approved.
Transcript
Matteo RicciHello Linnea, and welcome, Anya. Thank you for making the time. Anya is our solutions engineer, and she's going to take you through the demo.
Linnea BergHello both. Good to see the screen. Anya, is this the sample from last week?
Anya PetrovaHi Linnea. Yes, it's the sample, with a copy of the claims and CRM records we agreed. Nothing from the email archive yet, so we'll come back to that.- Linnea BergGood. Start with the thing I always get asked, a shipowner wanting to know the status of a claim.
- Anya PetrovaRight. I'll type the question the way your team would, in plain words. Show me the last thing we told this shipowner about the claim.
- Anya PetrovaThere. It returns the last response, the date it was sent, and the record it came from. So you can click straight through to the source.
- Linnea BergOkay, that's the trail I wanted. But is that the claims system or the copy?
- Anya PetrovaThe copy, which refreshes nightly. Let me show you the freshness panel, because that's the honest answer to your question.
- Matteo RicciAnya, can you show Linnea what happens when a record hasn't refreshed? I think she'll want to see the warning.
- Anya PetrovaGood idea. I'll switch to a record with an older timestamp. There, it flags that the record was last refreshed before the cut-off, so the answer is marked as possibly out of date.
- Linnea BergThat's what I need. A customer service person shouldn't have to guess whether something is current.
- Anya PetrovaExactly. We'd rather show the warning than let a stale answer look clean.
- Linnea BergCan your system answer questions about policy wording? Our policies are long and people never read the whole thing.
- Anya PetrovaYes, if the wording is in a connected source. I'll ask about a clause from the sample policy. Here we go.
- Anya PetrovaIt returns the clause and the section it sits in. You can see it's quoting the wording, not summarising it from memory.
- Linnea BergGood. Matteo, that's the one Anders will like, the quote not the summary.
- Matteo RicciI would rather show him that than tell him. Anya, can you also show who asked the question?
- Anya PetrovaYes, the audit log records the user, the question and the time. You can filter it by team.
- Linnea BergSorry, can we go back to the dashboard? My managers will want to see the same thing without asking me.
- Anya PetrovaSure. This is a dashboard built from the same questions. Each tile can be set up by a manager, and you can see the volume by team.
- Linnea BergThat's useful. Can they set up their own tiles or does it need you?
- Anya PetrovaThey can, with the dashboards builder. It's the part that's included in the tier you're looking at, so your team can build without us.
- Matteo RicciLinnea, I'll confirm the tier details in writing, so we don't have to rely on what we said on the call.
- Linnea BergYes, please. I'm writing things down as we go.
- Linnea BergAnya, the email archive. You said we'd come back to that. Is that possible with the sample, or is it a separate piece of work?
- Anya PetrovaIt's a separate connector. We'd need the archive access approved on your side first. Once that's in place, it's a normal connection, but it adds time to the plan.
- Linnea BergWho approves it? Our IT people, or security?
- Anya PetrovaProbably both. I'd suggest we agree that with Matteo before the next call, so the approvals run in parallel.
- Matteo RicciAgreed. I'll send a short note on the approvals and what the archive connection involves, so you can take it to your people.
- Linnea BergGood. Anya, can you show the audit trail again, from the start to the answer? Anders asked for it specifically.
- Anya PetrovaOf course. I'll start from the question, then the sources, then the answer, then the record of who viewed it. Bear with me.
- Anya PetrovaThat's the full chain. You can export it as a file, which is what your regulator would expect to see.
- Linnea BergOkay. That's a strong demo. I've got the questions for Anders, and I'll bring my managers in for the next session.
- Matteo RicciWonderful. Anya, thank you. Linnea, I'll send the approvals note and the written detail this week.
- Linnea BergThanks everyone. I think that's enough for today. Matteo, speak soon.
- Matteo RicciThank you, Linnea. Speak soon.
- Anya PetrovaBye Linnea, bye Matteo. Good session.
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