Kelbrook Mutual Insurance / BG-Demo – Onboarding
Callcompleted
Kelbrook Mutual Insurance · 15 Feb 2024 13:30
Onboarding call on 15 Feb 2024. Three of eight connectors are connected, but the helpline pull is blocked by a nightly lock-out and the member number mapping is unresolved. Rebecca Ainsworth set the renewal test: relationship managers using it in meetings.
What was said
What this says
As at Fri 9 Oct 2026Onboarding call on 15 Feb 2024. Three of eight connectors are connected, but the helpline pull is blocked by a nightly lock-out and the member number mapping is unresolved. Rebecca Ainsworth set the renewal test: relationship managers using it in meetings.
What happened: Callie Brennan walked through connector status, the member number mapping and rollout order. The policy source has loaded in full, claims in part, and the helpline source is not loading reliably.
Customer view: Rebecca wants member services first, then claims, then underwriting. She said the test of success is the meeting, not the dashboards.
Commercial: Rebecca restated the two-year Growth term at £56k a year, from 17 Jan 2024 until 16 Jan 2026. She wants her team to have used it properly long before renewal talk starts.
Watch: Tariq Mahmood says a minority of members carry two references and gave no figure. The helpline lock-out feeds member services most directly, so it gates the first rollout group.
Themes
As at Fri 9 Oct 2026Theme
Onboarding connectors and mapping
Importance
renewal
Sentiment
mixed
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Tariq to send the written lock-out window and the claims reference note by the end of the week.
- Callie to reschedule the helpline pull outside the window and build the join with an unmatched list for Tariq to review.
- Rebecca to send the first member services names and their most-used screens by Monday.
Risks
As at Fri 9 Oct 2026- The helpline connector is not loading reliably because of a nightly lock-out, and it feeds the member services group first in line for rollout.
- The member number cross-reference is imperfect, so some members may show as two records until the join and unmatched list are built.
- Rebecca has seen suppliers disappear after go-live, so a weak handover to the CSM would damage trust ahead of the January 2026 term end.
Opportunities
As at Fri 9 Oct 2026- A curious underwriter asked for a login unprompted, which supports the cross-team value of the Growth tier.
- Rebecca has defined the renewal test, relationship managers using B-Viz in meetings, which gives the CSM a clear adoption target.
Transcript
Callie BrennanHello, hello. Can you hear me all right? I've got the recording going, so if it looks like I'm talking to myself, tell me.
Tariq MahmoodYes, loud and clear here. Afternoon, Callie.
Rebecca AinsworthAfternoon both. Sorry, I'm in a different room today, the usual one's been taken for a training session. Is the sound all right?- Callie BrennanA touch echoey but perfectly fine. Honestly, better than my last call, where the wind outside was doing most of the talking.
- Rebecca AinsworthHa, yes, it's blowing a gale up here as well. We had a church roof call on the helpline this morning, which is never what you want to hear in this weather.
- Callie BrennanOh no. Is it sorted?
- Rebecca AinsworthThe member's fine, the verger was just worried. What struck me was that the colleague who picked it up had to ask for the policy details twice, once on the call and once from another screen. Let's not make them tell us twice, that's the whole reason we're doing this.
- Callie BrennanThat's exactly the right way to open, because that's what we're building towards. So, plan for the next forty-odd minutes. First, where we are on the connectors and the first refresh. Second, the field mapping, particularly the member number question. Third, who does what over the next couple of weeks. And at the end I'll write up a setup note and send it to you both. Does that suit?
- Tariq MahmoodThat suits. Can I start with the open tickets, just so they're on the table? There's only the one at the moment.
- Callie BrennanGo on.
- Tariq MahmoodIt's the helpline connector. The credentials I gave you worked for the test, but the account has a nightly lock-out window, so the first overnight pull didn't complete. I raised it with your support team and it's with them. It isn't urgent, it's not blocking anything today, but I wanted you to know before we talk about switching on the refresh.
- Callie BrennanThanks, that's helpful, and I've seen it. What I need from your side is the exact lock-out window in writing, from whoever looks after that system. Then we can schedule our pull outside it rather than fight it.
- Tariq MahmoodI'll ask our infrastructure team tomorrow. I don't want to guess at the times, so I'll get it confirmed and send it over.
- Callie BrennanPerfect. Never start a connector without written access, and I'd say the same about timing windows. Right, let me share my screen. Can you see the connector list?
- Rebecca AinsworthI can. Lots of green, which I like.
- Callie BrennanDon't get too excited, some of that green just means credentials are accepted. So, three sources so far. The policy system is connected and has loaded once in full. The claims system is connected, loaded in part. And the helpline one is the one Tariq just described: connected, not yet loading reliably.
- Tariq MahmoodAnd that's three of the eight your Growth tier allows, if I've got that right.
- Callie BrennanYes, eight connectors on Growth, so there's plenty of room. We can talk about what comes fourth once these three behave. Rebecca, you mentioned before that you'd like relationship managers to see emails eventually?
- Rebecca AinsworthI did, but I'd rather we get the basics right first. Policies, claims, calls. If a relationship manager walks into a school's renewal meeting and knows what they've claimed on and what they rang about, that's already a big step. Is that the whole picture? No, but it's a good start.
- Callie BrennanAgreed, and it keeps the first refresh clean. Okay, the policy load. Tariq, you've had a look at what landed in your Snowflake account?
- Tariq MahmoodI did, yesterday evening and again this morning. The record counts matched what I'd expect from the policy system, within the noise of things that changed between the extract and my check. I'll check last night's load again after this call, because I want to see two nights in a row before I say I'm happy.
- Callie BrennanThat's a sensible approach. Two clean nights, then we call it stable. Now the mapping, because this is where I think we'll spend the most time. Tariq, you flagged the member number.
- Tariq MahmoodYes. So this is the awkward bit. In the policy system, the member is identified by one reference. In the claims system, the same member can appear under a different reference, because claims was set up separately years ago. There's a cross-reference table that joins them, but it isn't perfect.
- Rebecca AinsworthHow imperfect are we talking? Because from where I sit, if a church has two records, one for the policy and one for the claim, then the relationship manager sees half the story. What does the member see? They see us forgetting them.
- Tariq MahmoodIt's a minority, but not a tiny one. Mostly older members, and a few that were merged when a smaller mutual joined us. I'd want to quantify it properly before I give you a figure, so I won't put a number on it today.
- Callie BrennanThat's fair, and I'd rather you didn't. What I can show you is how B-Viz handles it. We take the member as the anchor, and each source has its own key that maps to it. Let me pull up the mapping page. So here, on the left, is the policy reference, and on the right is the member record in the brain.
- Tariq MahmoodWhich member number is that on the claims side? I can see two fields on your screen that could be it.
- Callie BrennanGood catch, and I won't say it maps cleanly until I've checked. At the moment I've pointed at the first one, which is the one labelled as the claim holder reference. But you're right, there's a second, which looks like a legacy reference. Which is the one your claims team actually uses day to day?
- Tariq MahmoodThe first one is what claims handlers type in. The legacy one is what the cross-reference table was built on. So the answer is both, which is the problem. That's a mapping question, really.
- Callie BrennanRight. So what I'd suggest is we map the cross-reference table as its own small source, and use it to join the two references. Then a member has one record, whichever number you arrive with.
- Rebecca AinsworthCan I ask a daft question? If the join gets it wrong for some members, what happens? Do they get somebody else's claim on their record?
- Callie BrennanNot a daft question at all. The join only links where there's a match in the table. Where there's no match, the records stay separate and we list them as unmatched, so nobody gets someone else's claim. You'd see the unmatched list and decide what to do with it.
- Tariq MahmoodI like that. I'd want that list sent to me, though not by email. I don't send member data by email and I'd rather we didn't start. Can it sit in the Snowflake account where I can look at it?
- Callie BrennanIt will sit in your account, as a table, and I'll tell you where. Nothing leaves Kelbrook's Snowflake, and I certainly won't put member details in an email. I'll only ever tell you where to look.
- Tariq MahmoodGood. And, Rebecca, before I change any mapping I'll tell you first. I know you've got people who rely on particular fields.
- Rebecca AinsworthI'd appreciate that. Two of my relationship managers have already built habits around what they see in the old screens, and I don't want them surprised.
- Callie BrennanThat brings me neatly to users. You've got eighty licensed users on the contract, and at the moment only a handful of people are actually logging in. That's completely normal at this stage. What I want to avoid is flipping everyone on in one go and having the first experience be a half-loaded brain.
- Rebecca AinsworthWho's in at the moment? Tariq obviously, me, and I think a couple of the member services team leaders who were curious.
- Tariq MahmoodAnd one person from underwriting who asked me for a login after he saw my screen. I said yes, was that okay?
- Callie BrennanMore than okay. That's what we want, people pulling themselves in. Underwriting, member services and claims all seeing the same member is the point of the Growth tier for you, so a curious underwriter is a good sign.
- Rebecca AinsworthI'd like to be careful with the order, though. I'd want member services first, because that's where the pain is. Then claims, then underwriting.
- Callie BrennanThat's a sensible order, and it fits the data too, because the helpline source feeds member services most directly. Which means getting that lock-out sorted matters more than it looked at the start.
- Tariq MahmoodAgreed. I'll push on it harder then.
- Callie BrennanOkay, a quick look at what a first refresh will look like, so nobody's surprised. The nightly refresh runs and should be complete by seven in the morning your time on business days. That's the standard for every tier. In the first few weeks I'll be watching it with you, and if a night is late, I'd rather we both know straight away.
- Tariq MahmoodWill I get a notice if it's late, or do I have to go looking?
- Callie BrennanFor now you go looking, and I'll look too. Once we hand over I'll show you where the refresh status lives so you can check it in half a minute each morning. Leaving you able to run it alone is my whole job here.
- Rebecca AinsworthI'm going to be honest, that reassures me. We've had tools in before where the supplier disappeared after go-live and we were left holding the thing.
- Callie BrennanI hear that a lot, and I'll write the setup note so that if I'm hit by a bus, someone else can pick it up. Which is a grim way of putting it, but you know what I mean. Your CSM, Marcus, will be picking up the ongoing relationship after the onboarding in any case.
- Tariq MahmoodYes, I met Marcus briefly in January. Good to know he's in the loop.
- Callie BrennanHe is. And Tom Ashdown, who sold this with you, is still the owner on the commercial side if anything changes there.
- Rebecca AinsworthRight. Just so it's said out loud, we signed for two years, running from 17 Jan 2024 until 16 Jan 2026, at £55,800 a year. I want my team to have used this properly long before anyone starts talking about renewal.
- Callie BrennanUnderstood, and that's a good yardstick. If by the autumn your relationship managers can't imagine walking into a renewal meeting without it, we've done it right.
- Rebecca AinsworthThat's the test. Not the dashboards. The meeting.
- Callie BrennanNoted. Let me go back to the plan for the fortnight, because I'd like each step to have a date against it. Tariq, the lock-out window from your infrastructure team, by the end of this week?
- Tariq MahmoodI'll aim for tomorrow, but say end of the week to be safe.
- Callie BrennanEnd of the week it is. Then early next week I'll reschedule the helpline pull outside that window and we watch two nights. At the same time, Tariq, can you confirm which claims reference is the primary one, in writing, and send the cross-reference table's location?
- Tariq MahmoodYes. I'll write up the two references and say which one is which, and I'll put the table somewhere you can reach it inside our own environment.
- Callie BrennanBrilliant. Once I have that, I'll build the join and the unmatched list, show it to you before we switch on the full refresh, and only then do we widen the user group. Rebecca, what I need from you is the first group of people for member services, as names, and a view on which screens they use most.
- Rebecca AinsworthI can do that by Monday. I'll talk to the team leaders and ask them what they open first when a member rings in. It'll be more honest than my guess.
- Callie BrennanThat's exactly the right instinct. Any worries before we wrap? Anything I've skipped over?
- Tariq MahmoodOnly that I'd like a fixed point each week to go through the loads together. Even fifteen minutes. I'd rather have a standing slot than chase.
- Callie BrennanDone. I'll send a recurring invite for the same time each week until we hand over. Rebecca, would you like to be on that or just Tariq?
- Rebecca AinsworthPut me on it, and I'll drop out if it's all plumbing. I like hearing it first-hand.
- Callie BrennanWill do. So, recap. Tariq: lock-out window by the end of the week, the reference note and the table location. Rebecca: the first group of names and the screens, by Monday. Me: the setup note today, the rescheduled helpline pull next week, and the join with the unmatched list for you to review before anything widens.
- Rebecca AinsworthThat's clear. Thank you, Callie. Kind regards to you both, and I'll let you get on.
- Tariq MahmoodThanks, both. I'll go and check last night's load now.
- Callie BrennanLovely. Speak soon, and thanks for your time. Thanks, Callie.
Callsmade from