Kelbrook Mutual Insurance / BG-Demo – Training
Callcompleted
Kelbrook Mutual Insurance · 18 Mar 2024 15:45
Second training session. Kirsty built a Schools Monday view and Tariq shared a claims dashboard with underwriting. The rollout will go member services, then claims, then underwriting. Kelbrook is on a two year term.
What was said
What this says
As at Fri 9 Oct 2026Second training session. Kirsty built a Schools Monday view and Tariq shared a claims dashboard with underwriting. The rollout will go member services, then claims, then underwriting. Kelbrook is on a two year term.
What happened: Callie covered chat, search, pages and the dashboards builder. Kirsty and Tariq each completed a real task from their week.
Customer view: Kirsty said, "This is brilliant, actually." She also said she came in nervous and left "quite excited".
Commercial: Tariq expects use to grow from member services to claims to underwriting under the eighty licensed users. Kirsty also asked about adding school visit notes, which would need a connector.
Watch: A planned helpline system change later in the year could break that connector. Tariq promised notice beforehand. He also said they are on a two year term, so there is no renewal pressure.
Themes
As at Fri 9 Oct 2026Theme
Dashboards training and rollout
Importance
praise
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 cheat sheet within a day or two of the call.
- Tariq to find where the school visit notes live and check the schools group permissions.
- Tariq to warn BG-Demo before the helpline system changes.
Risks
As at Fri 9 Oct 2026- The planned helpline system change could stop that connector loading if BG-Demo is not told in time.
- Adoption depends on Kirsty and Tariq cascading the training, and Tariq wants the first wave to settle before another session.
Opportunities
As at Fri 9 Oct 2026- School visit notes could be added as a connector, subject to the connector allowance.
- Rollout to claims and underwriting could increase use within the eighty licensed users.
Transcript
Callie BrennanHello, can you both hear me alright?
Tariq MahmoodYes, loud and clear. Good afternoon, Callie.
Kirsty HepworthHi, hello. Sorry, I'm just fighting with the camera. There. Can you see me?- Callie BrennanPerfectly. Afternoon, Kirsty. Lovely to meet you properly, Tariq has told me a lot about the schools team.
- Kirsty HepworthAll good things, I hope. It's been raining all day here in Leeds, so I'm quite happy to be indoors with a cup of tea.
- Callie BrennanSame in London, grey and drippy. Right, let me give you the plan for the next hour or so, and then we'll dive in. First, a quick look at where Tariq is with any open tickets, because I know he likes to start there.
- Tariq MahmoodI do, yes. There are only a couple open. One is a how-to about filtering by date range in chat, which I think today's session might answer anyway. The other was a question about last night's load, and I've checked it, it finished well before the morning. So nothing worrying.
- Callie BrennanGood, that maps cleanly with what I can see on my side. The refresh landed on time. So the plan is this. We'll start with chat, because that's where most people live. Then search, then pages, and in the last third we'll build a dashboard together using the dashboards builder, which is part of your Growth plan. What I need from your side is a real question or two from your day job, Kirsty, so we're not using my made-up examples.
- Kirsty HepworthI've got plenty. Honestly, my week is mostly people ringing about schools and me trying to work out what we've already told them.
- Callie BrennanThat is exactly the use case. Okay, I'm going to share my screen. Can you see the B-Viz home page?
- Tariq MahmoodYes, I can see it.
- Kirsty HepworthMm, yes. It looks different to when I last had a go. There's a bigger box in the middle now.
- Callie BrennanThat's the chat box. Tariq, you'd have seen this earlier than Kirsty, so shout if I say something that's not how you've set it up. Kirsty, go on, type something you'd actually want to know on a Monday afternoon.
- Kirsty HepworthOkay. Um. Can I ask about a school that rang last week? A primary school, they wanted to know where their claim had got to.
- Callie BrennanYes. The trick is to give it something to hold on to. A name, or a policy reference, or the member number. The more specific, the better the answer.
- Tariq MahmoodWhich member number is that? If you've got it to hand, use that rather than the school's name, because a few of the names are close to each other across the policy and claims systems.
- Kirsty HepworthI've got it in my notes somewhere. Hang on. Right, I'll type it in. Should I say, show me the latest on this member's open claim?
- Callie BrennanPerfect. Go for it, and then give it a few seconds.
- Kirsty HepworthOh. That's quick. It's got the claim, and the dates, and there's a line here about the helpline call. I didn't know that one was logged.
- Callie BrennanThat's the point of it. Policy, claims and the helpline calls are all sitting in the one layer, in your own Snowflake account, so it's reading them together. Now look underneath the answer, there are source links. Click one.
- Kirsty HepworthOkay. It's taken me to the original record. Right, so I can check it's not making things up.
- Callie BrennanExactly, and I'd always encourage that, especially when you're about to say something to a member. Check the source, then say it.
- Tariq MahmoodThat's a mapping question, really. The source link only works because we joined the member record across the systems when we set it up. If a record doesn't link, it's usually because the number is entered differently at the source.
- Callie BrennanYes, and that's a nice example of why Tariq's the admin and not me. Okay, let's try a vaguer question to see what happens. Kirsty, ask something like, which schools have had more than one claim recently.
- Kirsty HepworthIs more than one all right, or should I say a number?
- Callie BrennanEither works. Say more than one, and give it a time frame, like since the start of the year. If you leave the time frame out, it will pick one and tell you which it picked, which can be a surprise.
- Kirsty HepworthRight, typing. Since the start of the year, which schools have had more than one claim.
- Kirsty HepworthIt's given me a list. It's, um, quite a short one actually. Is that right, Tariq?
- Tariq MahmoodI'll check last night's load before I say yes. But from what I remember, it sounds about right. Most of our school claims are single events, a burst pipe, a break-in. Repeat claims are unusual.
- Callie BrennanGood. Now there's a habit I'd like you both to build. When you get a list, ask the follow-up in the same thread. Don't start again. Say, and for those, which have also called the helpline.
- Kirsty HepworthOh, so it remembers the list.
- Callie BrennanWithin that thread, yes. Try it.
- Kirsty HepworthOkay, that's interesting, two of them have. I'd want to ring those two, actually, just to make sure they feel looked after.
- Callie BrennanThat's a lovely outcome from a thirty second question. Now, before we move on, any questions on chat itself? Anything that felt odd?
- Kirsty HepworthOnly, can it get things wrong? Like, how much should I trust it?
- Callie BrennanFair question. It answers from your data, so it's as good as the data underneath. If the source is stale or entered wrongly, the answer will be too. That's why the source links matter, and why Tariq keeps an eye on the nightly refresh. And if it doesn't know, it should say so. If you ever see it sounding confident without a source, tell us.
- Tariq MahmoodI'd add, the refresh should be complete by seven each business morning. If someone asks about something that happened yesterday afternoon and it's not there, that's normal until the next load. Worth saying to the team so nobody panics.
- Callie BrennanGood point, Tariq, and I'll put it in the setup note. Right, search. Let me flip over to the search tab.
- Callie BrennanSearch is for when you know roughly what you're looking for and want the document or the record itself, rather than an answer. Think of it as finding the needle. Chat tells you about the haystack.
- Kirsty HepworthI like that. I'm a needle person most days. Can I search for a letter we sent to a school about a renewal?
- Callie BrennanIf that letter is in a connected source, yes. Try a few words from it. Not the whole sentence, just the distinctive bits.
- Kirsty HepworthOkay, found a couple. Oh, there's a filter on the side, by source. Can I just see the emails?
- Callie BrennanYou can, tick the source you want. And Tariq, that filter list is built from the connectors you've switched on, so if the team ever asks why a source is missing, that's the first place to look.
- Tariq MahmoodUnderstood. Though I'd want to say, some sources are deliberately kept out. We agreed that early on, member data in certain systems stays where it is.
- Callie BrennanYes, absolutely, and I have that written down in the access notes from kickoff. Nothing goes in without written access.
- Kirsty HepworthSorry, one more on search. If I find something useful, can I keep it? I don't want to lose it again.
- Callie BrennanWhich is a perfect lead into pages. Let me show you.
- Callie BrennanA page is a saved view. You can pin an answer from chat, or a set of search results, or a chart, and it sits there with a title. It refreshes with the data, so next Monday it isn't last Monday's answer.
- Kirsty HepworthSo I could have a page for, I don't know, schools with an open claim and a recent helpline call?
- Callie BrennanExactly that. Pin the answer you got a few minutes ago. Top right of the answer, there's a pin icon.
- Kirsty HepworthPinned. Gave it a title. Is it only me who sees it?
- Callie BrennanBy default, yes. You choose who to share it with. Tariq, that's governed by the permissions you set, so Kirsty can share with her team but not outside the groups you've defined.
- Tariq MahmoodRight. I'd like to double check that the schools team group has only the sources it needs. I'll do that after this call. I won't change anything without telling the others, but I want to look.
- Callie BrennanSensible. Now, this is where I'd like to pause and let you have a go on your own for a few minutes. Kirsty, can you make a second page, something you'd look at every Monday? Ask whatever you like, pin it, and shout if it does something strange. Tariq, if you want, try a question you'd usually run as a report.
- Tariq MahmoodWill do. I'll try the one the board asks for, claims by month for the last year.
- Kirsty HepworthOkay, I'm having a go.
- Kirsty HepworthRight, sorry, that took me a while. I asked which schools renew soonest, and it gave me a list, but then I wasn't sure whether to trust the order.
- Callie BrennanGood instinct. Ask it, in the thread, what order it used. It will tell you.
- Kirsty HepworthOh, nearest renewal date first. That's what I wanted. Great.
- Tariq MahmoodMine worked as well. The monthly figures match what I'd get from the claims system, as far as I can tell by eye. I'd still want to compare them properly before it goes anywhere near the board.
- Callie BrennanVery sensible, and that's the right habit. Use it to get to the answer fast, then verify anything that leaves the building. Okay, let's do the big one. Dashboards.
- Callie BrennanThis is the dashboards builder. It's on your Growth plan, and honestly it's the feature I see the most enthusiasm for after a month or two. Can you both see it?
- Tariq MahmoodYes, it's blank canvas with a panel on the left.
- Callie BrennanThat's it. Each tile is a question. You ask it in plain words, choose how to show it, a table, a bar chart, a line, and drop it on the canvas. Kirsty, what would the schools team most like to see on one screen?
- Kirsty HepworthHonestly? Members with a renewal coming up, whether they've had a claim, and whether they've rung us recently. Because if they've had a bad experience, I want to call before the letter arrives, not after.
- Callie BrennanLovely, that's three tiles. Let's build the first. Click add tile, and type the renewal one.
- Kirsty HepworthOkay, typed. It's showing a table. Can I make it a chart?
- Callie BrennanYou can, but for a list of members, a table is usually kinder. Keep the chart for counts. Let's do the claim one as a count by month.
- Kirsty HepworthOh, that's good. A little bar chart. I've never been able to get that without asking someone.
- Tariq MahmoodWhich is partly why I'm happy about this. Fewer people messaging me for a one-off extract.
- Callie BrennanThat's the dream. Now the third tile, the helpline. Kirsty, over to you again, I'll keep quiet.
- Kirsty HepworthDone. I think. It's showing helpline calls by week. Is that what I meant? I might have meant by school.
- Callie BrennanClick the tile and edit the question. Say, by school, last three months. Words, not settings, same as chat.
- Kirsty HepworthThere. Much better. Can I put the three side by side?
- Callie BrennanDrag the corners. Yes, just like that. Now give the dashboard a name and save it.
- Kirsty HepworthSchools Monday view. Saved. This is brilliant, actually. I'd have taken a week to get this from MI.
- Tariq MahmoodFair, I'd have taken a week. Sorry, Kirsty.
- Kirsty HepworthNo, no, you're brilliant. I mean the queue, not you.
- Callie BrennanHa. Okay, a few things to know about dashboards. They refresh with the nightly load, so they carry the same morning rule Tariq mentioned. If a tile looks odd, check the source link on it before you ask anyone. And it's worth keeping each dashboard small. Three to six tiles that someone actually looks at beats a wall of charts.
- Tariq MahmoodCan I ask about sharing a dashboard with underwriting? They'd like something similar for the policies, and I don't want them seeing member detail they don't need.
- Callie BrennanYes. Sharing is by group, and you can set a dashboard so that viewers only see what their group is allowed to see. Same tile, different view. Do you want to try it now? Pick any dashboard of yours, Tariq.
- Tariq MahmoodYes, let me do the claims one. Give me a few minutes.
- Tariq MahmoodRight. I've shared it with an underwriting test group. It's showing the totals but not the member level rows, which is what I wanted.
- Callie BrennanThat's exactly how it should behave. Well done. Now a bit of housekeeping on the admin side, because we have you licensed for eighty users and I want to make sure the wider rollout is smooth.
- Tariq MahmoodYes. At the moment it's a small group using it regularly, but I expect it to grow as people see what Kirsty's team can do. Member services first, then claims, then underwriting.
- Callie BrennanThat's a sensible order. My advice is, don't invite everyone in one go. Pick a champion in each team, give them an hour like this one, and let them teach the rest. Kirsty, would you be happy to be that person for the schools side?
- Kirsty HepworthI think so, yes. I'd probably want a one page cheat sheet, though, so I'm not making it up.
- Callie BrennanI'll include one in the setup note. What I'll put in is the five questions we asked today, how to check a source, how to pin, and how to build a tile. Anything else you'd want on it?
- Kirsty HepworthMaybe what to do if the answer looks wrong. Who to ring.
- Tariq MahmoodTell them to come to me first, and I'll raise a ticket if it needs one. That keeps it tidy.
- Callie BrennanDone. Tariq as first line, then the support desk. Now, let me show you the admin view quickly, Tariq, only so you can see what to watch.
- Callie BrennanThis is usage. You can see who's asking questions, which connectors are loaded, and how many records have been indexed lately. If the records figure stops moving for weeks, that's usually a source that's stopped loading, often because something changed upstream.
- Tariq MahmoodUnderstood. I'll check that weekly. We do plan a change to the helpline system later in the year, so I'll let you know before it happens rather than after.
- Callie BrennanPlease do, that's the single best thing you can tell us. Credentials and a heads up before the change, and we'll make sure the connector carries over.
- Kirsty HepworthCan I ask a silly question? Is it only for the member data, or could we put our own notes in? Like the visits we do to schools.
- Callie BrennanNot silly at all. If the notes live in a system we can connect, they can come in. Tariq and I would need to talk about which, and whether it fits within your connector allowance. I'd rather not promise before I've looked. Tariq, shall we pick that up separately?
- Tariq MahmoodYes, send me a note and I'll find out where those notes actually sit. I don't want to guess.
- Callie BrennanPerfect. Let's use the time left for some practice. I'd like each of you to do a real task from your week, start to finish, and I'll watch and only step in if you're stuck.
- Kirsty HepworthOkay. I'll look at the school that rang, and see if I can write the reply from what it tells me.
- Tariq MahmoodAnd I'll try to reproduce the helpline load report I do on Fridays.
- Callie BrennanBrilliant. Off you go, I'll stay on the line.
- Kirsty HepworthRight, I've got a draft. It pulled the claim stage, the date of the last call, and what the adviser noted. I've edited it, but honestly it's ninety percent there.
- Callie BrennanThat's great to hear. Did you check the source on the claim stage before you wrote it?
- Kirsty HepworthI did, yes. I clicked through. It matched.
- Callie BrennanGood habit. Tariq, how did you get on?
- Tariq MahmoodMostly good. The weekly totals match mine. The one place it differed was a day when the helpline system logged two calls under one member number. That's a source question rather than a B-Viz problem, so I'll look into it at our end.
- Callie BrennanYes, I'd agree, from what you describe. If it turns out to be the mapping, raise a ticket and we'll look at it together. Don't change anything blind.
- Tariq MahmoodI never would. I'll tell the right people first.
- Callie BrennanI know. Okay, we've got a bit of time left, so let me do a quick round of tips I see people miss. One, name your pages and dashboards with the team first, so they sort sensibly. Two, if you ask the same question every week, pin it rather than retyping. Three, say the time frame every time.
- Kirsty HepworthTime frame, time frame. Got it. I'm writing these down.
- Callie BrennanFour, never paste member details into a message to ask for help. Describe it and give the member number to Tariq. And five, if something looks wrong, screenshot it, with the source link visible, and send it to Tariq.
- Tariq MahmoodYes please, and not the member details by email. I'll look it up in the system.
- Kirsty HepworthUnderstood. Can I ask, how often will there be another session like this? I think my colleagues would want one.
- Callie BrennanGood question. Let me think how best to do it. I'd suggest you and Tariq cascade this first, using the cheat sheet, and then if the other teams want a live walkthrough, we book a session for them. Tariq, would that suit?
- Tariq MahmoodIt would. I'd rather the first wave settles in before we do another. We're on a two year term, so there's no rush on our side, I just want it to stick.
- Callie BrennanAgreed. Sticking is the whole game. Let me recap what happens next, so we all leave with the same list.
- Callie BrennanI will send the setup note and the cheat sheet, tomorrow if I can, or the day after at the latest. It will have the questions we used, the habits we went through, and the reminder about the morning refresh. Tariq will check the schools group permissions and look at that helpline double entry. Kirsty will keep building her Monday view and pick two or three people on her team to try it. Tariq, you'll find out where the school visit notes live and let me know.
- Tariq MahmoodYes. And I'll let you know before the helpline system changes.
- Kirsty HepworthAnd I'll tell you if anything is odd. Probably the first time I try something without you watching.
- Callie BrennanThat's what the ticket route is for, and it's fine to use it, even for small things. We would much rather hear early. Anything else before we finish? Anything you felt you didn't quite follow?
- Kirsty HepworthI think I'm okay. Maybe the sharing. I'd like to try that on my own once to be sure.
- Callie BrennanPlease do. It's in the cheat sheet too, with the steps in order.
- Tariq MahmoodFrom me, nothing more. This was useful. It's good to see Kirsty ask the questions, because it shows me where my own descriptions of it fall short.
- Callie BrennanThat's kind. And Kirsty, you picked it up really quickly. Thank you both for the time, and for bringing real examples.
- Kirsty HepworthThank you, Callie. Honestly, I came in a bit nervous and I'm leaving quite excited. Speak soon.
- Tariq MahmoodThanks, Callie. Cheers, Kirsty. I'll catch you later in the week.
- Callie BrennanBye both, speak soon.
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