Kelbrook Mutual Insurance / BG-Demo – Onboarding
Callcompleted
Kelbrook Mutual Insurance · 28 Feb 2024 09:15
Onboarding call on 28 Feb 2024. Callie set the connector order and pilot plan. Rebecca said the board wants to see what the £56k a year buys, and asked for the evidence in member stories.
What was said
What this says
As at Fri 9 Oct 2026Onboarding call on 28 Feb 2024. Callie set the connector order and pilot plan. Rebecca said the board wants to see what the £56k a year buys, and asked for the evidence in member stories.
What happened: Callie took Rebecca Ainsworth and Tariq Mahmood through three connectors (helpline, claims, policy), a small pilot and the admin handover. Two access items block the claims and policy connectors.
Customer view: Rebecca tests everything by what the member sees. She said the call was clearer than she expected, and her team will trust answers they can trace to a source.
Commercial: The board has asked her to justify the £56k a year, and the two-year term runs to 16 Jan 2026. She wants renewal meetings that started from the facts, so Marcus's quarterly reviews on Growth need to carry examples, not just counts.
Watch: Tariq is the only named admin. A claims system upgrade is planned with no date, and Callie warned that a connector that stops loading usually follows an unannounced change.
Themes
As at Fri 9 Oct 2026Theme
Growth onboarding and value case
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 to send the setup note and roles guide by end of day tomorrow.
- Tariq to request wider policy schema access and build the legacy to current member number table.
- Rebecca to name the pilot group, starting with relationship managers in member services.
Risks
As at Fri 9 Oct 2026- The board wants a return on £55,800 a year, and no value measures are agreed yet.
- Policy and claims connectors cannot start until written access and the credential rotation answer arrive.
- A planned claims system upgrade with no date could break the claims connector.
Opportunities
As at Fri 9 Oct 2026- Five spare connectors on Growth could cover underwriting's own system if Rebecca asks.
- A pilot with member stories can build the value case before the term ends on 16 Jan 2026.
Transcript
Callie BrennanMorning both. Can you hear me alright?
Tariq MahmoodYes, clear as anything. Morning, Callie.
Rebecca AinsworthMorning. Sorry, one second, I'm just shutting the door. There. Can you see me as well?- Callie BrennanI can, yes. Lovely. So, the plan for the next hour, and we've only got fifty minutes, so the plan for the next fifty minutes. First, a quick look at where we are. Second, the three sources we're connecting, one at a time. Third, what I need from your side is a list of owners and dates. And last, how we roll out to your people. Does that suit?
- Tariq MahmoodThat suits. Can I start with the open tickets? There are two, and I'd like them off the table before we go further.
- Callie BrennanPlease do, go on.
- Tariq MahmoodThe first is the service account for the policy system. I raised it last week because the access we were given only reads one schema, and we need the lot. The second is a question about how the nightly refresh deals with a record that changes twice in a day. I don't want to guess at the cause of anything, so I'd rather you tell me how it behaves.
- Callie BrennanGood, thanks. On the first, I've seen it, and it's a permissions thing on your side, not ours. Before we switch on the refresh, I need written access to the whole schema, and I won't start that connector until I have it. I'll put exactly what to request into the setup note. On the second, the refresh takes the latest state of a record as at the run, so two changes in a day collapse into one, and the history sits in the change log. That maps cleanly onto what you described.
- Tariq MahmoodRight. That's what I hoped. I'll ask our infrastructure team for the wider access today and copy you in.
- Rebecca AinsworthCan I tell you something quickly before we get technical? A member rang the helpline on Monday, a primary school, and the adviser had to ask her three times which building the claim was about, because the policy screen and the claims screen don't agree. She was very patient about it. But she shouldn't have to be.
- Callie BrennanThat's exactly the thing we're fixing. One record per member, and the policy, the claims and the calls all hang off it.
- Rebecca AinsworthLet's not make them tell us twice. That's all I keep saying to the team. What does the member see? That's my test for everything.
- Callie BrennanGood test. Okay, so connectors. You're on Growth, which gives you eight, and we're using three to start with: the policy system, the claims system and the helpline system. That leaves five spare for later. Tariq, where are we on credentials?
- Tariq MahmoodHelpline is done, the read account is in your shared folder. Claims I have, but the password rotates and I need to check with the supplier of that system how they want it handled, so I'd call that nearly. Policy is the ticket.
- Callie BrennanOkay. Claims, I'll hold until the rotation question is answered, same rule, no written access, no start. Helpline we can begin this week. So: first week, helpline connected and a first refresh. Second week, claims. Third week, policy once the access lands. That fits inside the eight weeks of the plan with room to spare.
- Rebecca AinsworthIs that the whole picture, though? The helpline notes are free text, and some of our advisers write the member number in the text and some don't.
- Tariq MahmoodWhich member number is that, though? We've got the legacy format and the current one, and some of the older notes use the legacy one.
- Callie BrennanGood catch, and it's a mapping question. What I need from your side is a short table of legacy number to current number, and I'll match on that before we load any of the notes. I won't say it's fine until I've tested it on a sample.
- Tariq MahmoodI can build that table. It's a mapping question, as you say, so I'll tell Rebecca before I change anything on our side.
- Rebecca AinsworthThank you, Tariq. And nothing with actual member data goes by email, we agreed that.
- Callie BrennanAgreed, and the setup note will say so. Sample records come through the shared drive, never by email. Now, the user side. You've got 80 licensed users. Who's in the first group?
- Rebecca AinsworthI'd start with the relationship managers in member services, they're the ones going into renewal meetings. A handful of them. Then underwriting and claims in the second wave. We've a few sceptics in claims, I'll be honest.
- Callie BrennanSceptics are useful, they ask the awkward questions. So I'd suggest a small pilot, a handful of people, a couple of weeks, and we use their questions to tune the pages before we open it up to the rest of the 80 licences.
- Rebecca AinsworthA couple of weeks is fine. We've the busy period for school renewals coming and I'd like the team to have used it on real members before then.
- Callie BrennanUnderstood, that gives us a date to work back from. Let's put the pilot start against the week the helpline refresh lands. Tariq, would you be the admin for the pilot group, adding users and checking they can see the right pages?
- Tariq MahmoodYes. Is there a roles setup I should read first? I'd like to see it before anyone is added.
- Callie BrennanThere is. Two roles for now, admin and user. I'll send a one page guide with the setup note, and then I'd like an hour with you on the admin screens, walking through it on your own data, so by the end you can run things without me. That's my aim with every admin.
- Tariq MahmoodGood. I'd rather be able to run it alone than ring someone each time.
- Rebecca AinsworthCan I ask about the refresh? When does it land? The team starts early.
- Callie BrennanEvery business day, the nightly refresh is complete by 07:00 your time. So when advisers log in, they see the previous day's policies, claims and calls.
- Rebecca AinsworthLovely. And if it isn't there at 07:00?
- Tariq MahmoodThen I'll check last night's load first, and raise a ticket if it's the source side.
- Callie BrennanExactly that order. And you'll see in the admin screen whether each connector finished. If a source changes, say a new version of the claims system, tell me beforehand, because a connector that stops loading usually follows a change nobody mentioned.
- Tariq MahmoodWe have an upgrade of the claims system planned later in the year, I don't have a date. I'll let you know as soon as I do.
- Rebecca AinsworthWhile we're on the future, I should say the board has asked me to show what we get for the £55,800 a year. Not worried, they're just fair about it. We're a mutual, every pound is a member's pound.
- Callie BrennanThat's reasonable, and it's why I like to agree early what good looks like. Questions asked is the best measure, who is asking, and which teams. Your Growth plan includes quarterly reviews with Marcus, our customer success manager, and he'll bring the usage with him.
- Rebecca AinsworthGood. I'd like it in terms of member stories, not just counts. Renewal meetings that started from the facts, that sort of thing.
- Callie BrennanWe can capture a few before and after examples in the pilot. Your two-year term runs to 16 Jan 2026, so there's plenty of time, but starting the evidence now is easier than reconstructing it later.
- Tariq MahmoodCan I check what happens with the spare connectors? Five, you said. If underwriting wants their own system in, is that something I request through you?
- Callie BrennanThrough me for now, and after that through Tom, our account owner, if it turns into a commercial question. Within the eight it's just configuration. Beyond that we'd talk to Tom.
- Rebecca AinsworthFine. I won't promise anything to underwriting until I've heard from you.
- Callie BrennanLet me read back what I have, because I'd rather say it now than discover it in a fortnight. Tariq: wider access on the policy schema requested today, the table of legacy and current member numbers, and the answer on the claims credential rotation. Rebecca: names for the pilot group, and a gentle view on which advisers are the sceptics. Me: the setup note, the roles guide, and the helpline connector started once I have the written access, with a first refresh for us to look at together.
- Tariq MahmoodThat matches my notes. One addition: can the refresh log tell me how many records came in per source? I want to compare against our own counts before I trust it.
- Callie BrennanIt does, you'll see records indexed per connector. And checking against your own counts is exactly right. If a number sits flat for weeks, that's a sign something's gone stale, so we watch it.
- Rebecca AinsworthCan I ask something slightly daft? When an adviser asks a question in B-Viz, where does the answer come from? I don't want it making things up about a member.
- Callie BrennanNot daft at all. It answers from your own records, in your own Snowflake account, and shows where the answer came from, so the adviser can click through to the policy or the claim or the call. If it can't find it, it says so.
- Rebecca AinsworthGood. That's what I need to tell the team. They can see the source, so they trust it.
- Tariq MahmoodAnd we hold the keys, in our own Snowflake. That helps with our compliance people.
- Callie BrennanYes, it's your account and you control the access. Anything else on the plan? Then I'll propose a check-in a few days after the helpline refresh has landed, and I'll send the invite today.
- Rebecca AinsworthThat works. Thank you, Callie, this is clearer than I expected it to be.
- Tariq MahmoodThanks. I'll sort the access request as soon as we're off.
- Callie BrennanBrilliant. So helpline first, and I'll send the setup note and the roles guide by end of day tomorrow. Written access before I start each connector, and the member number table when you've got it, Tariq. Thanks both.
- Rebecca AinsworthBefore you go, is it as wet down in London as it is here? We've had rain all week.
- Callie BrennanGrey and drizzly, I'm afraid. Same all week.
- Tariq MahmoodTypical for February. Right, I'll get on with that access request.
- Rebecca AinsworthThanks again, Callie. Speak soon.
- Callie BrennanThanks both, speak soon. Bye for now.
- Tariq MahmoodBye.
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