Kelbrook Mutual Insurance / BG-Demo – Training
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Kelbrook Mutual Insurance · 8 Mar 2024 16:15
Onboarding training for Kelbrook's Growth set-up. Kirsty Hepworth used search, chat and a dashboard; Tariq Mahmood raised one late helpline load. Admin cover is a single person, and a policy wording source is still undecided.
What was said
What this says
As at Fri 9 Oct 2026Onboarding training for Kelbrook's Growth set-up. Kirsty Hepworth used search, chat and a dashboard; Tariq Mahmood raised one late helpline load. Admin cover is a single person, and a policy wording source is still undecided.
What happened: Callie Brennan trained Kirsty and Tariq on pages, chat, search, the dashboards builder and admin on 8 Mar 2024. Kirsty ran a real school record and built a table dashboard.
Customer view: Kirsty was pleased with the single member record. Tariq cares that morning data is there before the floor opens, and wants users to click through to sources before quoting anything.
Watch: One ticket is open about helpline call records arriving late. The run history shows it completed with no errors, so it looks late rather than broken, but the cause is not established. Tariq is the only admin.
Commercial: The policy wording gap could mean a new connector within Growth, once Tariq confirms in writing what may be loaded. Eighty licensed users are available.
Themes
As at Fri 9 Oct 2026Theme
Growth onboarding training
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 Brennan to check the helpline run history and note findings on the ticket.
- Tariq Mahmood to confirm in writing whether policy wording may be connected.
- Callie Brennan to agree session options for Kirsty's team with Marcus Bell.
Risks
As at Fri 9 Oct 2026- Tariq is the only admin, so cover for absence depends on one person.
- A late helpline load is open on a ticket and its cause is not yet known.
Opportunities
As at Fri 9 Oct 2026- Adding policy wording as a source would fill the cover-limit gap Kirsty found.
- A short session for Kirsty's team could widen use of the eighty licensed seats.
Transcript
Callie BrennanHello, can you hear me all right? I've got the recording going, so it'll catch everything.
Tariq MahmoodAfternoon, Callie. Yes, loud and clear. Kirsty's just joining, I can see her in the lobby.
Kirsty HepworthSorry, sorry. Afternoon both. My last call overran, and then my headset decided it didn't want to be a headset. Can you hear me?- Callie BrennanPerfectly. No rush at all, we've only just started. How's your Friday going? Nearly there?
- Kirsty HepworthNearly. It's been a week of school renewals. Every head teacher wants to ask one more question about the buildings cover, so I'm ready to see something that makes my afternoons easier.
- Tariq MahmoodThat's rather the point of today. Before we start, Callie, can I just run through the open tickets? There's only the one, but I'd like it on the record.
- Callie BrennanPlease do. I'd rather hear it from you than guess.
- Tariq MahmoodIt's the helpline load. One night last week the call records arrived later than the policy and claims data. I checked last night's load and it was fine again, so I've left a note on the ticket. I'm not going to guess at a cause. It may just be how the helpline system exports.
- Callie BrennanGood, thank you. That sounds like a timing question rather than a break, but I'll look at the run history after this and put what I find on the ticket. Not before I've checked it, though. I don't want to say it's fine and then be wrong.
- Tariq MahmoodThat's all I'd ask.
- Callie BrennanRight, so here's the plan for the next hour or so. First, a quick tour of pages, chat and search, so we all use the same words. Then I want Kirsty to drive, on a real school member, because that's your day job. After that, the dashboards builder, which is part of Growth. Last, Tariq on admin, users and what to do when something looks off. Does that suit?
- Kirsty HepworthSounds good. Though I should say, I'm not very technical. If I break something, tell me.
- Callie BrennanYou can't break anything from a user seat. Everything you do is a question, and it only reads. So ask away. I'll share my screen now. Can you see the home page?
- Kirsty HepworthYes. It's got our logo on it, which is a nice touch.
- Tariq MahmoodCleaner than I expected, to be honest.
- Callie BrennanGood. Three things on the left. Pages are the saved views of a member or a school, built from all your connected systems. Search finds a record or a phrase across everything. Chat is where you just ask in plain English. They all draw on the same data, so you'll get the same answer whichever door you use.
- Kirsty HepworthAnd that data is the policy system, claims and the helpline, all together?
- Tariq MahmoodYes. I wired those three in over the last few weeks. The idea is one member record, so you're not hopping between systems and matching by hand.
- Callie BrennanAnd that maps cleanly, which is what I wanted to see during setup. Right, Kirsty, I'll stop talking. Open a school you know well. Type its name into search.
- Kirsty HepworthOkay. I'll try a primary school in Yorkshire that I spoke to on Tuesday. Typing the name now.
- Kirsty HepworthOh. It's found the school, and underneath there's a policy, a claim from the winter, and calls. Is that right? That's everything?
- Tariq MahmoodWhich member number is that? Just so I can confirm it's one record and not two.
- Kirsty HepworthIt's the one ending in the school's own reference. Honestly I couldn't read it out, it's very long. But the calls are the ones I remember.
- Tariq MahmoodFine, I can see it on my side. One record. Good.
- Callie BrennanThat's the main thing. Before, you'd have had three screens open. Now, click on the claim and tell me what you'd normally want next.
- Kirsty HepworthI'd want to know who handled it and whether the school was happy. Do the calls tell me that?
- Callie BrennanThey tell you what was said and when. They don't tell you whether someone was happy, not as a fact, so use your judgement. But try the chat. Ask it something like, what did this school call about after the claim was opened?
- Kirsty HepworthOkay. Typing that, nearly word for word.
- Kirsty HepworthThat's quite good. It says they rang about the repair timetable twice and once about the excess. And it's linked the calls underneath, so I can click through.
- Callie BrennanAlways click through for anything you'd repeat to a member. The answer is a summary, the source underneath is the evidence. That's a habit worth building from day one.
- Tariq MahmoodThat's important for me too. If someone quotes it in a board paper, I want them to have looked at the source.
- Kirsty HepworthUnderstood. Can I ask a silly one? If the answer's wrong, who do I tell?
- Callie BrennanNot silly at all. Tell Tariq first, because it's usually a mapping question, a field landing in the wrong place. He'll tell us if it needs us. Is that right, Tariq?
- Tariq MahmoodYes, that's a mapping question nine times out of ten. Send me the school and what you expected to see, and I'll check. I won't change a mapping without telling Rebecca, though, because underwriting depends on the same fields.
- Callie BrennanGood. Let's try search properly now. Kirsty, find every mention of a flood claim for a church this year. Don't use the school.
- Kirsty HepworthRight. I put in flood and church. I got a list, but a few are about roof leaks, not floods. Is that a fault?
- Callie BrennanNo, that's search being generous. There's a filter at the top for record type. Tick claims only and see what happens.
- Kirsty HepworthBetter. Much tighter. Oh, and I can sort by date.
- Tariq MahmoodCould you save that search? Underwriting asks me for something like it every few months.
- Callie BrennanYou can. Top right, save as a page. Give it a name people will understand in a year, not just this week. Then anyone with access can open it.
- Tariq MahmoodDone. I've called it church flood claims, by year. Rebecca will find that.
- Callie BrennanLovely. Let's take a short breather and let you both try things on your own. Kirsty, pick three questions you actually get asked at work, put them in chat and tell me where the answers are weak. Tariq, have a look at the admin screen. I'll be here.
- Kirsty HepworthOkay. Give me a few minutes.
- Kirsty HepworthRight. So, one was great, one was fine, and one told me it didn't have enough information. Which I think is honest, actually. It was about a member's cover limit and that sits in a document nobody's loaded.
- Callie BrennanThat's exactly the sort of gap I want to hear. It's not wrong, it just can't see that document. Tariq, is that a source we could add?
- Tariq MahmoodPossibly. Policy wording lives in the shared drive. I'd have to check what's allowed to go in, and what's member data. I'll take that away and come back to you.
- Callie BrennanThat works. And once you've decided, what I need from your side is written access for the connector, before we start. I won't connect anything without it.
- Tariq MahmoodOf course. I'll get it in writing.
- Kirsty HepworthCan I do the dashboards now? Because I'd love a view I could glance at on Monday mornings.
- Callie BrennanAbsolutely. That's the builder, which comes with Growth. Let me share again. You start from a question, not from a chart, which people often find backwards.
- Callie BrennanSo, say you want schools with a claim open and a call in the last month. Type it in the box at the top, and it proposes a table. You then choose how to show it.
- Kirsty HepworthCan I have it as a list rather than a graph? I don't want clever. I want names.
- Callie BrennanA list is the right answer there. Pick table, then add a column for the case handler. Try it.
- Kirsty HepworthI've done it. It's got fewer schools than I expected, which is a relief, honestly. Can I send this to my team?
- Tariq MahmoodOnly to people who have a seat. We've got eighty licensed users, so most of the member services floor can get in. But I'd rather not email anything with member details. Share the link, not a screenshot.
- Kirsty HepworthThat's fair. Link it is.
- Callie BrennanGood habit, and exactly what I'd say. The link respects permissions, so people only see what they're allowed to. A screenshot doesn't.
- Callie BrennanNow Tariq, your turn. Admin is the gear icon, bottom left.
- Tariq MahmoodGot it. I'm looking at users, connectors and a refresh history. I use the refresh history most.
- Callie BrennanYou will. Open the helpline connector and the last few runs. That ties to your ticket. See when each run finished, and compare it against the policy one.
- Tariq MahmoodRight. Most nights the helpline run finishes a bit after the policy one, then there's one night where it's much later. That's the night I mentioned. It did complete, though. No errors.
- Callie BrennanThat's useful, thank you. So it's late, not broken. I'll note that on the ticket and ask our team whether the export timing is on our side or the helpline system's. I'm not going to promise an answer today.
- Tariq MahmoodThat's fine. As long as the morning data is there by the time the floor opens, nobody notices.
- Callie BrennanWhich is the target. The nightly refresh should be complete before the working day starts. If you ever log in and it hasn't, raise a ticket straight away, and say which connector.
- Kirsty HepworthIs there any way I'd know, as a normal user? Without logging into admin, I mean.
- Callie BrennanGood question. Every page shows when its data was last refreshed, in the corner. If that looks old, ask Tariq before you rely on it.
- Kirsty HepworthOh, I see it. Small grey text. I'd never have noticed.
- Tariq MahmoodWorth a reminder in the team meeting, I think.
- Callie BrennanAgreed. Last bit on users. Tariq, open the user list. You can add people, change roles and remove them. Since you're the admin, who else should have admin rights?
- Tariq MahmoodAt the moment, only me. I'd like a deputy for holidays and sickness, but I'm wary of too many people changing things.
- Callie BrennanSensible. One admin is a risk if you're away, though, so think about a second one. Someone careful. Then it's not all down to you.
- Tariq MahmoodI'll talk to my manager. Noted.
- Callie BrennanBrilliant. Let me recap, and then I'll leave you with the setup note. Kirsty, you've used search, chat and a dashboard, and you know to click through to the source. Tariq, you've seen the refresh history and the users screen. Tariq owes me written access if you want the policy wording added, and I'll look at the helpline timing.
- Tariq MahmoodYes. I'll also pass on the link to the saved church flood page, so underwriting sees it.
- Kirsty HepworthAnd I'll show my team on Monday. Could we have a short session for them? Maybe next week?
- Callie BrennanOf course. I'll check the diary with Marcus, who looks after your account on our side, and send you some options. He'll want to hear how people are getting on anyway.
- Kirsty HepworthLovely. Thank you, Callie, that was really clear.
- Tariq MahmoodThanks, Callie. Speak soon.
- Callie BrennanThanks, both. Have a good weekend. Bye for now.
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