Kelbrook Mutual Insurance / BG-Demo – Onboarding
Callcompleted
Kelbrook Mutual Insurance · 7 Feb 2024 12:15
Onboarding call on 7 Feb 2024. Helpline access is the gating item for the first refresh. Rebecca wants quick visible progress and is holding back wider rollout. Only a handful have logged in on the Growth tier.
What was said
What this says
As at Fri 9 Oct 2026Onboarding call on 7 Feb 2024. Helpline access is the gating item for the first refresh. Rebecca wants quick visible progress and is holding back wider rollout. Only a handful have logged in on the Growth tier.
What happened: Callie Brennan covered connector status, the member record and a dated plan with Rebecca Ainsworth and Tariq Mahmood. Policy and claims are connected, the claims connector has an open ticket about date formats, and the helpline connector waits on written access.
Customer view: Rebecca says two years is a long time if it does not land, and she wants people to feel progress quickly. She hopes for something real in front of a pilot group by the end of the month.
Commercial: The Growth tier licenses eighty users, but only a handful have logged in. Rebecca leaves contract matters to her chief executive, and Callie says nothing is needed commercially. Tom Ashdown remains the commercial contact and Marcus Bell takes over adoption.
Watch: The end-of-month date depends on the helpline platform owner agreeing. Underwriting may see B-Viz as extra work.
Themes
As at Fri 9 Oct 2026Theme
Connectors, pilot and timeline
Importance
neutral
Sentiment
positive
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Callie sends the helpline field list, the setup note draft and the dated checklist email.
- Tariq chases the helpline platform owner and sends the shared mailbox address by Friday.
- Rebecca sends the pilot group names by the end of next week after speaking to underwriting and claims.
Risks
As at Fri 9 Oct 2026- The helpline connector cannot start until written access is agreed, which puts the end-of-month pilot date at risk.
- Rebecca fears a muddled first view would cost her a second chance with relationship managers.
- Underwriting may resist B-Viz as extra work.
Opportunities
As at Fri 9 Oct 2026- A small pilot group on real renewals could show early value and widen use of the eighty licensed users.
- Recordings could be added later as a separate conversation.
Transcript
Callie BrennanHello, can you hear me all right? I've got you on screen but no sound from one of you yet.
Tariq MahmoodYes, loud and clear here. Good afternoon, Callie.
Rebecca AinsworthAfternoon both. Sorry, I'm just swapping headsets, the other one keeps cutting out. Is that better?- Callie BrennanMuch better. Lovely. Right, thanks for making time over lunch, I know it's a squeeze. Let me give you the plan for the next forty minutes or so, then we can adjust if you've got other priorities.
- Callie BrennanThree things. First, where we are with the connectors, so policy, claims and the helpline system. Second, the member record, how we match one member across all three, because that's the heart of this. Third, who does what over the next few weeks, with a date against each step. What I need from your side is mostly access and a couple of decisions. Does that sound sensible?
- Rebecca AinsworthThat sounds right. Can I just start with something small? It's why I'm doing this at all.
- Callie BrennanPlease, go on.
- Rebecca AinsworthA primary school's bursar rang the helpline on Monday. Their roof claim from last year was closed, but they were calling about the renewal. The colleague who picked up had the policy on one screen, the claim on another, and had to ask her to repeat the whole story. She was very patient about it, but you could hear it. Let's not make them tell us twice. That's what this is for.
- Callie BrennanThat's exactly the sort of thing it should fix. And it's a good test case for us, actually, so hold on to it. We can use something like it when we check the mapping.
- Tariq MahmoodBefore we go further, can I read out the open tickets? There's only one, but it touches what you're about to cover.
- Callie BrennanYes, go ahead, that's helpful.
- Tariq MahmoodIt's the one I raised about the claims connector. The first test pull came back, but the date fields were showing in a different format from the policy side. Support replied quickly and said it's a mapping question rather than a fault. I agree, I think it's mine to sort, but I wanted to make sure we agree on the standard before I touch anything.
- Callie BrennanGood, and thank you for not changing it first. That maps cleanly once we agree one format, and I'd rather we choose it together than have two of us editing. I looked at your sample on Friday. The claims system stores the date as text and the policy system as a proper date, so B-Viz is reading both correctly, they just don't match.
- Tariq MahmoodRight, that fits what I saw. So which would you recommend?
- Callie BrennanConvert the claims one on the way in, and leave the policy system alone. That way nothing in your source changes and you can always trace a value back. I'll write it into the setup note so it's not just in my head.
- Tariq MahmoodThat's fine by me. I'd always rather the source stayed untouched. Rebecca, you're happy with that? It doesn't change anything your team sees.
- Rebecca AinsworthI'll take your word, Tariq. What does the member see? Nothing, I assume. It's just tidier underneath.
- Callie BrennanNothing at all. Your members never see B-Viz. It's for your colleagues, so they walk into a conversation already knowing the history.
- Callie BrennanOkay, so the connectors. Share my screen, one moment. Can you see the list?
- Tariq MahmoodYes. Policy is showing as connected, claims as connected with that warning, and the helpline one is greyed out.
- Callie BrennanThat's right, and the greyed one is deliberate. Before we switch on the refresh for the helpline system, I need written access from your side. I don't start a connector without it, it's just how I work. Tariq, have you had a chance to speak to whoever looks after that platform?
- Tariq MahmoodI have. They've agreed in principle, but they want to know exactly what we're reading. Call recordings, call notes, or just the log of who rang and when?
- Callie BrennanFor now, the call log and the notes. The recordings come later if you decide you want them, and that's a separate conversation. I'll send you a one-page list of the fields so you can pass it to them. It means they're agreeing to something specific.
- Tariq MahmoodThat would help a lot. I'd rather not say it's a bit of everything.
- Rebecca AinsworthCan I ask about the recordings, though? Because that's where our best people shine. The way they calm somebody down. Is that something we'd lose by not having it in at the start?
- Callie BrennanYou wouldn't lose it, you'd just add it later. The notes and the log give your relationship managers the facts straight away. Recordings are richer but there's more to consider on consent and who sees what, and I'd rather your first refresh landed cleanly on the simple version.
- Rebecca AinsworthThat's fair. Walk before we run. Start with notes and the log.
- Tariq MahmoodAnd I'd want to be careful there anyway. Member data, in free-text notes, can contain all sorts. I won't be emailing any samples, by the way. If you need to see rows, I'll share them in the session.
- Callie BrennanCompletely agree, and that's how I'd want it. Everything runs inside your own Snowflake account, so the data doesn't go anywhere. I'll ask to see rows only on a call like this.
- Callie BrennanRight, the member record. This is the part I'm most keen to get right. At the moment each system has its own idea of who a member is. Tariq, which identifier do the three systems have in common, if any?
- Tariq MahmoodWhich member number is that, is the honest answer. Policy and claims both carry the member number, but the helpline system was set up before the current numbering, so it has its own reference and, for most records, a name and a postcode. For some of the older ones it's just a name and a school.
- Callie BrennanMm. So policy to claims is a direct match, and the helpline is the awkward one.
- Tariq MahmoodYes. There is a lookup table that someone in my team built, which links the old helpline references to member numbers. It's not complete, I'd say most of it, but I couldn't give you a figure without running it.
- Callie BrennanThat's useful. I'd use the lookup first, and then for the leftovers match on name and postcode, but flag those as lower confidence so nobody treats a guess as a fact. Rebecca, how would your team feel about seeing a note that says this match is likely but unconfirmed?
- Rebecca AinsworthI'd actually prefer it. Is that the whole picture, is a question my people ask all the time. If the system admits it isn't sure, they'll check with the member, and that's a nice moment anyway. What I wouldn't want is a wrong match presented as certain. Imagine a church being told about another church's claim.
- Tariq MahmoodThat would be a serious matter. Which is why I'd want unconfirmed matches kept out of anything the board sees. Board reports should only use the confirmed ones.
- Callie BrennanYes, I can make that a rule in the mapping. Confirmed only for reporting, all matches visible in search with the confidence marked. I'll write that into the note as a decision, with both your names against it.
- Rebecca AinsworthPut mine against it, certainly. The only thing is, I never agree terms or anything contractual without our chief executive. This isn't that, it's how my team works, so I'm comfortable.
- Callie BrennanUnderstood, and this is configuration, not contract. Nothing here touches your order form.
- Callie BrennanNext, users. You're licensed for eighty on the Growth tier, so there's plenty of room. But I see only a handful of you have logged in so far.
- Rebecca AinsworthYes, that's us, really. Tariq, me, and one or two others who've been poking about. I've been holding back on opening it up to everyone until the data's right. If the first thing a relationship manager sees is a muddle, I won't get a second go.
- Callie BrennanI think that's wise. So what I'd suggest is a small pilot group first. A few relationship managers, someone from underwriting, someone from claims, and a person from the helpline. They try it on real renewals for a couple of weeks and tell us what's missing.
- Rebecca AinsworthI like that. I could pick the relationship managers myself. Underwriting and claims, I'd need to ask.
- Tariq MahmoodUnderwriting will want to know what they're getting out of it. Last time we introduced something, they said it was extra work for them. So the pitch has to be that they see the claims history without ringing the claims team.
- Rebecca AinsworthYes. Let's not make them hunt. Show them one quote, one member, everything together.
- Callie BrennanI can help with that, I'll build a short walkthrough using your school example, anonymised, so it's not a real member. Five minutes, no more. Then your Customer Success Manager, Marcus Bell, picks up adoption once the refresh is running, and he'll set up your check-ins.
- Tariq MahmoodAnd Tom Ashdown, he's still our contact for anything commercial?
- Callie BrennanHe is. Anything to do with the contract, extra users or the like, goes to Tom. Everything about getting live is with me for now, and then it passes to Marcus. I'll do a proper handover with a setup note, so you won't be starting from scratch with anyone.
- Rebecca AinsworthGood. We signed in January and I want people to feel progress quickly. It was a big decision for a mutual our size, and I did a lot of persuading. Two years is a long time if it doesn't land.
- Callie BrennanI hear that. And two years gives us room to do this properly rather than rushing. But I take the point, first value needs to come early. So let's work back from that. When would you like your pilot group to see something real?
- Rebecca AinsworthEnd of the month would be lovely. Realistic?
- Callie BrennanIt depends on the helpline access. If I have written access and the field list agreed early next week, then yes, I think I can have a first refresh landing in good time. If it slips, the date slips, and I'd tell you straight away rather than hope.
- Tariq MahmoodI'll chase the platform owner tomorrow. If I send the field list as soon as I get it, they should be able to answer within a couple of days.
- Callie BrennanBrilliant. I'll get the list to you today. Now, the nightly refresh. Once it's switched on, it should be complete by seven each business morning. Tariq, you said you'd check last night's load, so how will you want to know if one fails?
- Tariq MahmoodI'll check last night's load first thing as a habit. An alert email to me and a shared mailbox would be better, so it doesn't depend on one person being in.
- Callie BrennanThen I'll set the alert to go to you and a shared mailbox. Give me the address by Friday and I'll add it to the setup note.
- Tariq MahmoodWill do.
- Rebecca AinsworthCan I ask something that might be daft? When a relationship manager types a question, what happens? Where's the answer coming from?
- Callie BrennanNot daft at all. They ask in plain English, something like what's the history with this school. B-Viz looks across the policy, claims and helpline data you've connected, and answers from that, and it shows where each piece came from. So they can click through to the source and check it.
- Rebecca AinsworthThat showing where it came from is important. They'll trust it more.
- Tariq MahmoodAnd it only knows what we've connected. If a claims note is wrong in the claims system, it'll be wrong here.
- Callie BrennanExactly. It's a window, not a fixer. Though in practice people often find the data problems quicker once they can see everything together, which is a bonus.
- Callie BrennanLet me pull together the dates. Today is Wednesday, so by the end of this week: I send the field list and the setup note draft, Tariq sends the shared mailbox address. Early next week: written access for the helpline system. Then the claims date format change goes in, I'll test it, and I'll show you both the result on a short call. After that the first full refresh. Then the pilot group.
- Tariq MahmoodCould you send those in an email so I can tick them off?
- Callie BrennanOf course. A checklist, one line each, with the date and whose it is.
- Rebecca AinsworthI'll send you names for the pilot group by the end of next week. And I'll talk to underwriting and claims before then, so they aren't surprised.
- Callie BrennanPerfect. One last thing from me. Since your contracted subscription is fully set up on the Growth tier, and finance has already been invoiced correctly, there's nothing for you to do commercially at this stage. I mention it only because people sometimes wonder.
- Rebecca AinsworthThank you, that's reassuring. I'd have asked next.
- Tariq MahmoodNothing else from me. I think I've got what I need. Callie, thanks for being so clear on the date format, it's saved me guessing.
- Callie BrennanPleasure. Rebecca, anything else on your side?
- Rebecca AinsworthNo, I think that's the lot. It feels like we're moving. Thank you both.
- Callie BrennanBrilliant. Enjoy what's left of lunch, and I'll get the email to you this afternoon. Thanks, both. Speak soon.
- Tariq MahmoodCheers, Callie. Speak soon.
- Rebecca AinsworthBye for now.
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