Kelbrook Mutual Insurance / BG-Demo – Demo
Callcompleted
Kelbrook Mutual Insurance · 22 Nov 2023 12:30
Demo to Rebecca Ainsworth and Kirsty Hepworth. Kirsty found the product useful on her renewal work. Security, a written proposal and a hands-on trial are the conditions. Rebecca cannot agree terms without her signatory.
What was said
What this says
As at Fri 9 Oct 2026Demo to Rebecca Ainsworth and Kirsty Hepworth. Kirsty found the product useful on her renewal work. Security, a written proposal and a hands-on trial are the conditions. Rebecca cannot agree terms without her signatory.
What happened: Tom Ashdown demoed pages, chat and the dashboards builder on an anonymised extract. Tobias Renwick covered Snowflake hosting and role-based permissions.
Customer view: Kirsty described renewal prep as about four tabs and a notebook. Rebecca said she came in sceptical and found the call more concrete than expected.
Commercial: Tom quoted £124k as the total for the two-year Growth proposal including implementation. Rebecca wants it split into term, implementation and subscription, and said she cannot agree terms without the person who signs.
Watch: Rebecca wants one team first, then underwriting and claims. Her analysts are nervous about the AI layer. The 3 Jan 2024 order form date is a planning date only.
Themes
As at Fri 9 Oct 2026Theme
Growth demo and trial
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- Tom Ashdown to send the written proposal with term, implementation and subscription separated.
- Tobias Renwick to send the architecture note and role mapping, and confirm Kirsty's sample environment access.
- Tom Ashdown to book a follow-up call once Kirsty has tried the product.
Risks
As at Fri 9 Oct 2026- Rebecca cannot agree terms without her signatory, so the deal depends on people not on this call.
- Her information security lead was absent and needs the architecture note before Kirsty goes beyond the anonymised set.
- Analysts are nervous about an AI layer and call notes are recorded unevenly, which could leave pages patchy.
Opportunities
As at Fri 9 Oct 2026- Growth fits a phased rollout from member services to underwriting and claims.
- Kirsty's trial on her own schools could turn a sceptical buyer into an advocate.
- The dashboards builder suits underwriting, who Rebecca expects to use it later.
Transcript
Tom AshdownHello, hello. Can you hear me all right? I've got the little green bar moving on my side.
Rebecca AinsworthYes, loud and clear, Tom. Afternoon. Kirsty's just getting her headset sorted, she's dialling in from the other room.- Tom AshdownNo drama, we'll give her a minute. How's your week been, Rebecca? Proper grim out there today, I've got rain coming sideways past the window.
- Rebecca AinsworthSame here in Leeds. It's been a busy one, actually. I had a call on Monday from a primary school bursar whose boiler room flooded, and she was so apologetic about ringing us. Said she didn't want to be a nuisance. And I thought, that's exactly the thing, she's a member, she owns a bit of this place. She shouldn't be apologising to us.
- Tom AshdownThat's lovely, that. Well, sad for her, but you know what I mean. Hang on, I think that's Kirsty.
Kirsty HepworthSorry, sorry. Afternoon everyone. The headset decided it was a different headset. Can you hear me?- Tom AshdownPerfectly. Kirsty, good to see you. Right, so this is Tobias, our CTO. Tobias, say hello.
Tobias RenwickHello both. Pleased to meet you properly. Before Tom takes you through anything, may I ask what your security people will want to see? I would rather we shaped the afternoon around that than discover it in a month.- Rebecca AinsworthThat's a fair question and a welcome one. Our information security lead isn't on today, but the short version is: nothing leaves our own environment, and we need to know exactly who can see what. Member data, claims notes, the lot.
- Tobias RenwickTo be precise, then, the honest answer is that B-Viz is built and run inside your own Snowflake account. We do not copy your data to a platform of ours. The trade-off is that your side has to own a few more controls, but they are controls you already understand. I will come back to that when we reach the permissions part.
- Rebecca AinsworthGood. That will go down well. Please carry on, Tom.
- Tom AshdownBrilliant. So what I thought we'd do, and stop me whenever, is not show you a polished sample company. Last time we spoke you sent over that extract, a handful of schools and a couple of churches, anonymised, and we've loaded it so you can see what a relationship manager would actually see. Kirsty, that's more your world than anyone's, so I'll lean on you.
- Kirsty HepworthHappy to. I'm the one who gets the sharp end of it. I cover schools, so September to November I'm basically living in renewal meetings.
- Tom AshdownGo on then, talk me through what a renewal meeting looks like for you now. Before I show you anything.
- Kirsty HepworthHonestly? It's about four tabs and a notebook. The policy system for cover and the sums insured, the claims system for anything open or recently closed, then the call notes, which live somewhere else again, and then my inbox, because half the story is in emails with the school business manager. I spend the hour before the meeting stitching it together. And I still walk in worried I've missed the claim from two years ago.
- Rebecca AinsworthWhich is the thing I keep saying. Let's not make them tell us twice. If a church warden told us about the roof last spring, they shouldn't have to explain it again in the renewal meeting.
- Tom AshdownRight, that's the whole pitch in two sentences, you've just done my job for me. Okay, I'm going to share my screen. Give me a second, this always takes a moment to come up.
- Tom AshdownCan you see it? It should say the sample school at the top.
- Kirsty HepworthYes, I see a page with a school name and some panels down the side.
- Tom AshdownThat's a page. Think of it as the member's front door. Everything B-Viz knows about them, pulled together: policies on the left, claims in the middle, then the latest calls and emails down here, summarised. Nobody wrote this page by hand. It's built from the connected systems and it refreshes overnight.
- Rebecca AinsworthWhat does the member see? Sorry, that's my reflex question. I mean, is any of this something they'd ever get to, or is it purely for us?
- Tom AshdownPurely for your staff. It's an internal view. But it changes what they walk into the room knowing, which is the point.
- Kirsty HepworthCan I click on that open claim? The one with the flag.
- Tom AshdownGo for it, tell me what to click. Ah, you can't click, I'm driving. That one? There we go.
- Kirsty HepworthRight, so that's a water damage claim, and it's pulled in the handler's last note and the date of the last call with the school. That would have been two different systems for me. And it's quoting the call? That's what the school actually said?
- Tom AshdownIt's a summary of the call recording, with the link back to the original so you can check it. We never ask you to just trust the summary. Tobias, you'd say that better than me.
- Tobias RenwickI would only add that every statement on the page carries its source. If the summary says the school was unhappy with the repair timetable, you can open the call and hear the sentence. The trade-off is that the summary is only as good as what was recorded, so where a call was never captured, the page says there is nothing, rather than guessing.
- Rebecca AinsworthI like that it says nothing rather than guessing. Is that the whole picture, though? Because our claims people write a lot in free text and it's, shall we say, individual.
- Tobias RenwickThe honest answer is that free text is fine for reading and search, less fine for counting. If you want to count claims by cause across all schools, you would want a consistent field. That is a conversation for the onboarding, and we would look at your real notes before promising anything.
- Tom AshdownWhich is a good segue, because next I want to show you chat. Same data, but you just ask. Kirsty, give me a question you'd really ask on a Monday morning.
- Kirsty HepworthMm. Which of my schools have an open claim and a renewal in the next quarter? That's the list I always build by hand.
- Tom AshdownLovely. I'll type it as you said it. Fingers crossed, demo gods.
- Tom AshdownThere. A short table, school, open claim, renewal month, and a line on each. And underneath it shows which records it used.
- Kirsty HepworthThat is, yeah. That's about forty minutes of my Monday. Is it right, though? Can I check the first one?
- Tom AshdownAbsolutely check it. That's what the links are for. Click the first school and you land on its page, same as before.
- Kirsty HepworthYes, that matches what I know. And the second one. Oh, that's a good catch, I'd forgotten that church had a claim from the spring.
- Rebecca AinsworthThat's exactly what I'm talking about. Kirsty, that would have been an awkward silence in a meeting.
- Tom AshdownRight, so, let me ask something. Who else would use this at Kelbrook? I know member services and your relationship managers. You mentioned underwriting and claims in our first conversation.
- Rebecca AinsworthYes, and this is where I'd want to be careful about what we promise ourselves. Underwriting would use it before they quote a renewal, to see claims history and how the relationship has gone. Claims might use it to see what we've already discussed with the member. But I want them to come in after member services have got comfortable. One team first, then the others.
- Tom AshdownThat's sensible, and it matches how the Growth tier is set up. It's built for several teams, so you're not boxed in. There's a limit on users and on connectors, and I'll get you the exact numbers in writing rather than say them off the top of my head.
- Rebecca AinsworthPlease do. I'd rather have it on paper.
- Tom AshdownLeave that with me. Okay. Dashboards next, because Growth includes the dashboards builder and I think underwriting will like it. Give me a moment, I need to switch tabs.
- Tom AshdownSo this is something we built from your extract. Claims by cause, by quarter, split by type of member. Schools, churches, charities, community buildings. Nothing clever, but it updates itself.
- Kirsty HepworthThe split by type is the useful bit. We argue about whether schools or churches cost us more in a given winter and nobody has the number to hand.
- Rebecca AinsworthI'd be a bit careful with that, mind. It's the sort of chart that gets read as a verdict on a whole group of members. We'd want to look at it properly before anyone quotes it in a meeting.
- Tobias RenwickThat is a reasonable caution, and it argues for the dashboards being built by your own people. You decide the definitions. We supply the builder and the underlying layer, and we would help the first few. The point is that the definitions are written down and visible, not hidden in someone's spreadsheet.
- Tom AshdownNicely put. I'll just say, we're not trying to replace your analysts. They're the ones who know what a number means.
- Rebecca AinsworthGood, because they're nervous. They hear AI layer and think we're about to ask them to hand the keys over.
- Tom AshdownNot at all. If anything it gives them their evenings back.
- Kirsty HepworthCan I ask about the call notes? Ours are a bit variable. Some of the managers record everything and some record nothing. Does that make the pages lopsided?
- Tom AshdownIt can, yes. The page is only as full as what's connected. Where a manager never records calls, the page won't have much from those. I'd be straight with you about that. It tends to nudge people to record more, because they see the benefit, but it doesn't happen overnight.
- Rebecca AinsworthI can have that conversation with the team. They'll be more willing if they can see it helps them rather than watches them.
- Tobias RenwickMay I turn to permissions now, since you raised it at the start? To be precise about the model: B-Viz reads under roles that you define in your Snowflake account. A relationship manager sees the members they are entitled to see. A claims handler sees what claims handlers see today. We do not widen anyone's access, and if a role cannot see a table now, it cannot see it through chat either.
- Rebecca AinsworthThat's the answer our security lead will want. Is it written down somewhere we can send them?
- Tobias RenwickYes. I will send a one page description of the architecture, and a short note on how roles are mapped. I will not put dates on anything that is still a design intention, only on what exists today.
- Rebecca AinsworthThank you. Appreciated.
- Tom AshdownRight, let me try something a bit more awkward, because a demo that only shows the nice bits isn't worth your lunch. Kirsty, ask it something it might not know.
- Kirsty HepworthOkay. What did we promise the church in the sample set about their roof inspection?
- Tom AshdownTyping. And here's the thing, watch what it does. It's found the email thread and one call, and it's told you what was said in each, but it's also said it can't find a written commitment. It doesn't make one up.
- Kirsty HepworthOh, that's good. That's honest. I've seen tools that would have just invented a nice sentence.
- Rebecca AinsworthThat would be a disaster for us, honestly. We can never promise a claims outcome. If a tool put words in our mouth, that's the mutual's reputation.
- Tobias RenwickWhich is why every answer shows its sources, and why a gap is reported as a gap.
- Tom AshdownOkay, so that's the tour of the product itself. Shall we talk about how it would actually get onto your data? Tobias, I'll hand you the connectors.
- Tobias RenwickThank you. The honest answer to how long is that it depends on how tidy the sources are. Typically we start with the policy system and the claims system, then calls, then email. The implementation is a fixed fee, scoped up front, so there are no surprises on the services side. Your team would need to nominate one person who knows the systems and one who can say yes to access.
- Rebecca AinsworthI'd nominate someone from our data team for the first, and for the second, that would go through our information security lead. Kirsty, you'd be the business voice, I think.
- Kirsty HepworthFine by me. I'd rather be involved than have it done to us.
- Tom AshdownAnd our customer success lead, Marcus Bell, would be your day to day contact after signing. He looks after adoption, the check-ins, all that. You'll like him, he's very patient with spreadsheets.
- Rebecca AinsworthGood. Now, I should be upfront about the commercial side. I can say what I think of the product. I can't agree terms without the person who signs for us, so anything today is about getting a clear picture I can take to them.
- Tom AshdownCompletely understood, and that's how it should be. What I can tell you is where the proposal stands. The Growth proposal, with the two year term you asked about and the implementation included, comes to £123,600 in total. I'll confirm the breakdown in writing, so please don't take the split from me on a call.
- Rebecca AinsworthRight. So that's the full amount over the term, not a yearly figure.
- Tom AshdownYes, it's the total for the deal. I'll set out in the paperwork what's the one-off implementation and what's the subscription, so your finance team can read it cleanly.
- Rebecca AinsworthThat would help. They'll ask me straight away.
- Kirsty HepworthCan I ask a boring practical one? How fresh is the data when I open a page at, say, eight in the morning?
- Tobias RenwickThe refresh runs overnight and completes before the working day starts. So at eight, you are looking at the position as of the end of the previous day. It is not live. If something happened this morning, the page will not know until the next refresh, and I would rather you understood that now than be surprised in front of a member.
- Kirsty HepworthThat's fine, honestly. Yesterday's position is miles better than what I've got.
- Rebecca AinsworthI'd like to hear how other mutuals or similar organisations have found the first few weeks. Not names, I know you can't. Just the shape of it.
- Tom AshdownFair. Without naming anyone, the pattern I see is that the first fortnight after go-live is people poking at it, the second is someone finds a record that's wrong in the source system and gets cross at the tool, and then someone realises the tool has just found a mistake that's been sitting there for years. It's a bit humbling, but they come round.
- Rebecca AinsworthThat I believe. We've got some old records that would show up.
- Kirsty HepworthMm, the ones where a school merged and we have two entries.
- Tobias RenwickThose are exactly the cases where we would sit with your data team and agree how to treat them. I will not claim the platform resolves every duplicate by itself. The trade-off is time spent up front, in return for pages you can trust.
- Tom AshdownOkay, I've been talking a lot. Rebecca, what would you want to see before you take this to your colleagues? Be blunt.
- Rebecca AinsworthThree things. One, the security description, so our information security lead is comfortable. Two, the proposal in writing with the term, the implementation and the subscription separated out. Three, I'd like Kirsty to try it for real on a few of her own schools, with the extract, before we say yes. She'll tell me if it's useful or if it's a toy.
- Kirsty HepworthI'll be honest, I will. If it's a toy I'll say so.
- Tom AshdownThat's the best kind of tester. Right, so I'll sort a login for Kirsty on the sample environment, so she can have a play. Tobias, can that be done this week?
- Tobias RenwickI believe so. The environment already holds the extract you sent. I will check the access arrangements and let Tom know, and I would ask that Kirsty keeps to the anonymised set until your security lead has seen the architecture note.
- Rebecca AinsworthAgreed, that's sensible.
- Tom AshdownAnd timing. You mentioned you'd like to decide before the new year. I've pencilled in Wednesday 3 January 2024 as where we'd hope to get an order form signed, but that's a planning date, not a promise. If your colleagues need longer, no drama, we adjust.
- Rebecca AinsworthThat's ambitious with Christmas in the middle, but not impossible. Let me see what the others say once they've seen the paperwork. I'd rather not rush it.
- Tom AshdownWouldn't want you to. Let's get something in the diary for a follow up, once Kirsty's had a go. Shall we say a short call after she's tried it, and you can tell me what's missing?
- Rebecca AinsworthYes, that works. I'll ask her to jot down what she asks it, and what it gets right and wrong.
- Kirsty HepworthI'll keep a list. Probably a scruffy one.
- Tom AshdownScruffy's perfect. Right, so to recap, because I always forget something. I send the written proposal with the amounts separated. Tobias sends the architecture note and the roles description. I arrange Kirsty's access to the sample environment. And we find a time for the follow up.
- Tobias RenwickYes. And I would add that if your information security lead has questions, they can write to me directly and I will answer in writing.
- Rebecca AinsworthI'll pass that on. Thank you both, this has been far more concrete than I expected. I'll admit I came in a bit sceptical.
- Tom AshdownScepticism's healthy, keeps us honest. Thanks, Rebecca, thanks Kirsty. Cheers, speak soon.
- Kirsty HepworthThanks all. Speak soon.
- Tobias RenwickThank you. Goodbye.
- Tom AshdownSorry, one last thing, the recording's still running, I'll stop it now. Bye.
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