Kelbrook Mutual Insurance / BG-Demo – Onboarding
Callcompleted
Kelbrook Mutual Insurance · 20 Feb 2024 16:45
Onboarding call on 20 Feb 2024. Five connectors are planned, with three held spare. A small group of older claims records with a suffix is the main data worry. Rollout starts with relationship managers.
What was said
What this says
As at Fri 9 Oct 2026Onboarding call on 20 Feb 2024. Five connectors are planned, with three held spare. A small group of older claims records with a suffix is the main data worry. Rollout starts with relationship managers.
What happened: Callie Brennan confirmed five planned connectors: policy, claims, helpline recordings, Microsoft 365 mailboxes and finance. Claims waits for Tariq Mahmood's written read-only confirmation, and mailboxes wait for IT consent.
Customer view: Rebecca Ainsworth wants relationship managers first, so they can open a school's page before a meeting. Her worry is whether people will actually use it.
Commercial: Callie restated £56k a year on a two-year term from 17 Jan 2024 until 16 Jan 2026. She noted the Growth tier includes forty users while the customer has taken eighty licensed users.
Watch: Rebecca cannot agree terms without her director. Any request for more capacity goes through the account executive, Tom.
Themes
As at Fri 9 Oct 2026Theme
Connector plan and rollout
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- Tariq to email the read-only claims confirmation, recordings region and shared mailbox list the same day.
- Callie to connect policy and finance first and send a note on what loaded the next day.
- Rebecca to send the first relationship manager names and a few real questions for B-Viz to answer.
Risks
As at Fri 9 Oct 2026- The older claims records with a suffix may not match members, and they are the long-standing accounts relationship managers would check before renewal meetings.
- Rebecca fears low adoption, as earlier tools went unused.
- Mailbox access depends on IT consent that was still pending.
Opportunities
As at Fri 9 Oct 2026- Three spare connector slots on Growth leave room to add underwriting data once the member side is stable.
- Rebecca's goal of relationship managers briefing themselves without help gives a concrete adoption measure for the CSM.
Transcript
Callie BrennanHello, can you hear me all right? I've got a little echo on my side.
Tariq MahmoodYes, clear here. Good afternoon, Callie.
Rebecca AinsworthAfternoon both. Sorry, I'm still finishing a sandwich. It's been that sort of Tuesday.- Callie BrennanNo problem at all, we're only just starting. Let me give you the plan for the next hour, and then we'll see how we do. First, I want to confirm where we are with the connectors. Second, the first refresh and what we check afterwards. Third, how you roll this out to the eighty seats. And last, who owns what between now and the next call. Does that work?
- Rebecca AinsworthThat works. Can I just start with something from this morning, because it's why I care about this? One of our schools rang the helpline. A caretaker, lovely man, wanted to ask about a roof claim. The colleague who answered had to put him on hold while she found the policy in one system and then the claim in another.
- Callie BrennanRight, so he waited while she went looking.
- Rebecca AinsworthHe did, and he was perfectly nice about it, but that's the thing. Let's not make them tell us twice. What does the member see? They see us fumbling. That's what we're fixing.
- Callie BrennanThat's a good way to frame it, and it's exactly what the member record work is for. Tariq, I know you like to start with the open tickets, so go ahead.
- Tariq MahmoodThanks. There's only the one open at the moment. It's the question about whether the connector account for the claims system can be read-only. I raised it last week and I think the answer came back yes, but I haven't closed it because I wanted to check it with you on the call.
- Callie BrennanYes, read-only is what we want. We never need to write back to your claims system. What I need from your side is a service account that can read the tables we agreed, and nothing else. And before we switch on the refresh, I want that in writing, as an email from you, so it sits on file.
- Tariq MahmoodUnderstood. I'll send it today. I'll describe the account and the scope, but I won't put any member data in the email. Any sample rows we look at, we do on screen in the call.
- Callie BrennanPerfect, that's how I'd prefer it anyway. Right, let me share my screen. Can you see the connector list?
- Rebecca AinsworthI can see it. Is that the whole list, or are there more below?
- Callie BrennanThat's the list we've planned. Growth gives you eight connectors, and we're using five of them to begin with. The policy system, the claims system, the helpline telephony and call recordings, your mailboxes in Microsoft 365, and the finance data. That leaves room for three more later.
- Tariq MahmoodI'd like to hold a couple back. Underwriting has a spreadsheet process that I don't want to touch until the member side is stable.
- Callie BrennanSensible. Leave those spare slots alone for now. Status of each one, then. The policy system. Tariq, you've sent the credentials, and I've confirmed them in writing, so that one is ready to connect.
- Tariq MahmoodYes. That was the first one I wired up, so I know it well. Policy numbers are clean. The trouble starts when you join to claims.
- Rebecca AinsworthIs that the member number thing?
- Tariq MahmoodIt is. In policy, the member number is one format. In claims, historically, some records carry the number with a prefix and some without. So the same church can look like two different members.
- Callie BrennanWhich member number is that, sorry, the policy one or the claims one? I'm borrowing your phrase.
- Tariq MahmoodHa, fair. It's both, and that's a mapping question rather than a data question. The underlying member is the same. We just need a rule that strips the prefix before the match.
- Callie BrennanGood, that maps cleanly in principle. But I don't want to say it's fine until I've seen the real values. Can you run a quick query on your side now and read me, without the actual numbers, how the formats differ?
- Tariq MahmoodGive me a minute. I'll check last night's load and pull a handful.
- Tariq MahmoodRight. So in claims there are three patterns. Plain digits, digits with a letter prefix, and a small group with the prefix and a trailing suffix, which I think came from an old migration.
- Callie BrennanThe third pattern is the one I'd worry about. How big is that group, roughly?
- Tariq MahmoodSmall. A few hundred records out of a very large table. But they're older claims, so exactly the ones a relationship manager might look at before a renewal meeting.
- Rebecca AinsworthThose are the long-standing members as well. The schools that have been with us for decades. If they don't match, that's the worst place for it.
- Callie BrennanAgreed. So here's what I'll do. I'll build the mapping with the prefix rule, and we'll treat the suffix group as an exception list. Tariq, you tell me the suffix rule, I write it down, and we test it on a sample before we trust it. I'm not going to guess at that one.
- Tariq MahmoodThat suits me. And I'll tell Rebecca before anything changes, so she knows what the relationship managers will see.
- Rebecca AinsworthI'd appreciate that. I don't need the detail, just a heads up.
- Callie BrennanLovely. Next connector, the claims system. We have the read-only account question, which we've just settled. Once your email lands, I'll connect it. I won't start before then.
- Tariq MahmoodUnderstood. It will be with you before the end of today.
- Callie BrennanHelpline telephony and recordings next. This one is where I'd like a different kind of check. Rebecca, are your agents' call recordings kept anywhere in a different region, or are they all in the UK?
- Rebecca AinsworthAll UK, as far as I know. Tariq?
- Tariq MahmoodAll UK. I can confirm that properly and put it in the same email, so you've got it on file.
- Callie BrennanThank you, that helps. The other thing with recordings is the volume. The first load will take longer than the nightly ones, so I'd start it on a Friday evening so it's finished by Monday. What I need from your side is a window where the telephony team isn't changing anything.
- Tariq MahmoodThat's doable. They do changes midweek as a rule.
- Rebecca AinsworthCan I ask something about the recordings? When someone in the team asks a question, will it quote the call itself? Because I want my team to be able to check the words, not just trust a summary.
- Callie BrennanYes. Answers point back to the source, so you can open the call or the email behind them. I'll show you that in the demo environment in a moment, because it makes more sense when you see it.
- Rebecca AinsworthGood. Is that the whole picture, though? If the recording isn't loaded yet, it just says nothing?
- Callie BrennanGood question. If a source hasn't loaded, the answer simply won't include it, and the page tells you when each source was last refreshed. That's why I care about the first refresh landing properly. A confident answer on half the data is worse than none.
- Tariq MahmoodThat's my worry as well, to be honest. Reports the board can trust. If the numbers shift between Monday and Tuesday for no reason, I'll be the one explaining.
- Callie BrennanWhich is why the nightly refresh is a commitment. It completes by 07:00 your time on business days. If it doesn't, you'll see it, and you'll tell us. Okay, mailboxes. This is the one with the most paperwork on your side, I think.
- Tariq MahmoodYes. I need our IT colleagues to approve the consent for the Microsoft 365 connection. I've asked, and they're meeting on it this week.
- Callie BrennanDo you know which mailboxes you want in scope? I'd suggest member services and the claims team inbox to begin with, and leave personal mailboxes out.
- Rebecca AinsworthShared mailboxes only, definitely. I'd rather start small and widen it than have anyone feel watched.
- Tariq MahmoodAgreed. Shared mailboxes first. I'll list them in writing for you.
- Callie BrennanBrilliant. So finance data last. That's the lightest of the lot, I think. Tariq?
- Tariq MahmoodYes. It's mainly premium receipts against policies, so it matches on the policy number. No worries there.
- Callie BrennanGood. Let me stop sharing and go to the sandbox view, so you can see what a member page looks like once the data is in. This is made-up data, obviously.
- Rebecca AinsworthOh, that's good. So that's the policy, the open claim and the last two calls, all on one page.
- Callie BrennanExactly. And if you type a question into the chat, say, which members have had a claim and a complaint in the same year, it builds the answer from all of it.
- Rebecca AinsworthI wouldn't promise anyone a claims outcome from that, mind. It's for knowing the member, not for deciding anything.
- Callie BrennanQuite right. It tells you what's on record. The decisions stay with your people.
- Tariq MahmoodCan I ask about permissions? Underwriting shouldn't see everything member services sees, and the other way round.
- Callie BrennanYes, you can set access by team, and you'd be the admin doing it. I'll walk you through that properly in the admin session. For now, let's agree the principle: start restrictive, then open up.
- Tariq MahmoodThat's how I'd want it. I'd rather get a request to open something than have to explain something that was open.
- Callie BrennanSame instinct as mine. Right, rollout. You have eighty seats, and I'd suggest you don't switch them all on at once.
- Rebecca AinsworthNo, I wouldn't either. Relationship managers first, they're the ones walking into renewal meetings. Then the helpline team once the call data is in and we trust it.
- Callie BrennanThat's a sensible order. What would you want the relationship managers to be able to do after their first week?
- Rebecca AinsworthOpen a school's page before a meeting and know the story. Policies, claims, anything they've phoned about. If they can do that without ringing me or Tariq, I'll be happy.
- Callie BrennanThat's a clear goal, and I'll write it into the setup note so we can check against it. Tariq, for the admin side, I'd like to run a short session with you on mappings, access and checking a refresh. Roughly an hour.
- Tariq MahmoodYes please. Later this week if we can, once the credentials are in.
- Callie BrennanI'll send some times tomorrow. Now, one thing I want to be straight about. This all lands on a Growth subscription, so there's a ceiling of eight connectors and forty users included in the standard tier, and you've taken eighty licensed users, which is what your order form says. I'll keep within that. If you want more later, that's a conversation with Tom, not something I'd decide on a call.
- Rebecca AinsworthUnderstood. And I can't agree anything on terms without my director anyway, so let's keep that separate.
- Callie BrennanOf course. Just so we're all clear on the basics: £55,800 a year, two-year term, from 17 Jan 2024 until 16 Jan 2026. Nothing's changing there, I just like to say it out loud at the start.
- Tariq MahmoodThat matches what finance has on their side.
- Callie BrennanGood. Back to the practical side. Let me list what I have as actions, and you tell me if I've got anything wrong. Tariq, the written confirmation for the claims account, the recordings region, and the shared mailbox list, today. Is that right?
- Tariq MahmoodYes, all in one email. And the consent from IT, as soon as they've met.
- Callie BrennanThen I connect the policy and finance sources first, since the access is already confirmed, and we look at those together. Claims and recordings follow once the email arrives. Mailboxes when IT have approved.
- Rebecca AinsworthAnd me? What do you need from me?
- Callie BrennanThree things. The names of the first group of relationship managers, a couple of real questions you'd like B-Viz to answer well, and your view on what the page should show first. The questions are the most useful. They become the test for whether it's working.
- Rebecca AinsworthI can do that. I'll ask the team what they ask each other all day. That'll be a better list than anything I'd make up.
- Callie BrennanExactly. Okay, a few minutes left on my plan. Is there anything you're nervous about that we haven't touched on?
- Tariq MahmoodHonestly, the suffix group. Everything else I can see the shape of.
- Callie BrennanThen that's the first thing we test. I'll flag it on the setup note as an open item, with your name against the rule.
- Rebecca AinsworthFor me it's whether people will actually use it. We've had tools before that were good and nobody opened them.
- Callie BrennanThat's fair, and it's why I'd start with the relationship managers and a real question each. People use it when it answers something they were going to ask anyway. Marcus will keep an eye on usage once I've handed over, and he'll come back to you on it.
- Rebecca AinsworthGood, I've met Marcus, I like him.
- Callie BrennanRight, so next steps. Tariq sends the email today. I connect policy and finance and send you a note tomorrow on what loaded. We meet for the admin session later this week. Rebecca sends the names and questions. Then the first full refresh once everything is in, and we review it together the morning after.
- Tariq MahmoodThat's clear. Thanks, Callie.
- Rebecca AinsworthThank you. Speak soon.
- Callie BrennanThanks both. Speak soon, bye.
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