Kelbrook Mutual Insurance / BG-Demo – Check In
Callcompleted
Kelbrook Mutual Insurance · 8 Apr 2024 09:00
Rebecca Ainsworth is positive: member services use is up sharply, a member story shows the value, and the contract is tidy. Underwriting has not yet engaged, and a handful of keen users carry much of the question volume.
What was said
What this says
As at Fri 9 Oct 2026Rebecca Ainsworth is positive: member services use is up sharply, a member story shows the value, and the contract is tidy. Underwriting has not yet engaged, and a handful of keen users carry much of the question volume.
What happened: Marcus Bell walked Rebecca through usage, one ticket and the commercial position on the 8 Apr 2024 check-in. About eleven users are active on a given day, roughly four times the previous quarter.
Customer view: Rebecca wants a value case for her board and says underwriting see B-Viz as a member services purchase. She asked for a short underwriting session and a second admin from her own side.
Commercial: The Growth contract is fifty-five thousand eight hundred a year per Marcus, matching the order form and invoices. It is a two-year term and Rebecca expects no renewal chasing.
Watch: Question volume leans on a handful of people, which Marcus called a mild key-person risk. Claims is cautious and the calls-at-the-top request depends on the product team.
Themes
As at Fri 9 Oct 2026Theme
Adoption and value case
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- Marcus Bell to send the usage summary and offer slots for a half-hour underwriting session.
- Rebecca Ainsworth to gather member stories from her team and name a second admin and underwriting attendees.
- Marcus Bell to pass the calls-at-the-top request to the product team and ask Rebecca's IT team to flag system changes.
Risks
As at Fri 9 Oct 2026- Much of the question volume comes from two or three keen users, so losing one would be felt.
- Underwriting sees B-Viz as a member services tool and claims is cautious about anything that looks like influencing decisions.
- Rebecca is only checking in on a second admin and a name may slip, leaving admin cover thin.
Opportunities
As at Fri 9 Oct 2026- A half-hour underwriting session on their own cases could spread use across teams on the Growth plan.
- Written member stories give Rebecca the value case her board is asking for.
- Pinned recent-calls member pages and the dashboards builder offer further use of the Growth plan.
Transcript
Marcus BellMorning, Rebecca. Can you hear me all right?
Rebecca AinsworthMorning, Marcus. Yes, loud and clear. Can you hear me? I've got the new headset on and it's making me feel like an air traffic controller.- Marcus BellHa, yes, perfectly fine. Sounds good. How's the week been so far? It's only Monday, I know.
- Rebecca AinsworthBusy already. Actually, I'll start with a member story, because it's the reason I was keen to keep this call in the diary. A primary school rang on Friday about their buildings cover. The relationship manager who picked it up had the policy, the claim from last winter and the notes from the last call all in front of her before the member had finished saying hello.
- Rebecca AinsworthAnd the head teacher said, and I'm quoting, 'you actually know who we are.' Which is all I ever wanted, really. Let's not make them tell us twice.
- Marcus BellThat's lovely to hear. Honestly, that's the thing I want to be able to point at when I talk about what B-Viz is for. Do you mind if I share my screen? I've pulled the numbers for the first few months and I'd like to walk you through them.
- Rebecca AinsworthPlease do. I'm ready.
- Marcus BellRight. Can you see a page with the Kelbrook name at the top and a few charts underneath?
- Rebecca AinsworthI can. It's a bit small. Could you make it bigger? There we go, that's better.
- Marcus BellGood. So what I want to cover today is three things. First, how people are using it, because that's moved quite a bit. Second, the one support ticket you've had. And third, what we might do about the teams that aren't in yet, underwriting and claims in particular. Does that sound like the right list?
- Rebecca AinsworthThat's the right list. I'd add one thing at the end if we've got time, which is what the relationship managers keep asking me for. But go on.
- Marcus BellOf course, we'll do that last. So, usage. You signed in January, and you've got eighty licensed users on the Growth plan. In the last month, on average, about eleven of them are active on any given day.
- Rebecca AinsworthEleven. Right. Mm. Is that good or bad? I never know how to read that.
- Marcus BellIt's good, and I'll tell you why. The more useful number is the direction. Compared with the previous quarter, which was the rollout and mostly your project team poking around, active use is up by a very large amount. It's roughly quadrupled. So it's gone from a pilot group to people using it for their actual day job.
- Rebecca AinsworthThat fits what I'm seeing. The renewal meetings team have started, I wouldn't say competing, but there's a bit of a race to be the one who found the odd thing in the member's history.
- Marcus BellThat's the best kind of adoption, honestly. Can I show you who's asking the questions? Not by name, just by team.
- Rebecca AinsworthYes, go on. Is that the whole picture, though? I mean, are they all member services?
- Marcus BellMostly, yes. Member services and the relationship managers are the bulk. There's a trickle from a couple of people in underwriting, and I think one person in claims who's curious. But the big share is your side.
- Rebecca AinsworthThat doesn't surprise me. I pushed it hardest in my own team. Underwriting were, shall we say, polite about it.
- Marcus BellPolite is a start. We see that a lot. The thing I'd say is, we bought you eighty seats because the plan was three teams seeing the same member in one place. At the moment you're using a fraction of that, so there's a lot of room before anything gets tight.
- Rebecca AinsworthYes. And I should be honest, I'd rather fill those seats than have somebody ask me in a year why we're paying for people who never log in.
- Marcus BellWhich is exactly why I wanted to do this now rather than wait for the six-month mark. Happy to help with that. Let me scroll down. This is the questions-asked chart, month on month. It's gone up each month since go-live, and the questions are getting longer, which I always like to see.
- Rebecca AinsworthLonger how? Like more detailed?
- Marcus BellYeah. Early on it's people typing a member's name and a word like 'claims'. Now you're getting things like, show me everything we've said to this church in the last year about their roof, and which calls were about it. That's people trusting it.
- Rebecca AinsworthOh, that's one of ours. I know exactly who types like that. She's been with us for ages and she doesn't do anything she doesn't believe in.
- Marcus BellThen she's a good person to have talking to the others. Which brings me to a small thing, and I'll be straight with you. A fair amount of that question volume does come from a handful of people. I'm not worried about it today, but I'd like us to widen it so it doesn't depend on two or three keen users.
- Rebecca AinsworthNo, that's fair. If she went on maternity or moved on we'd feel it. Is that what you'd call a key-person thing?
- Marcus BellA little, yes, but it's easy to fix. More people asking, that's all it takes.
- Rebecca AinsworthRight. Noted. Put that on the list.
- Marcus BellWill do. Second thing, the ticket. You've raised one in the last month. Do you remember it?
- Rebecca AinsworthI think so. Was that the one where a policy note hadn't turned up? One of the team said something looked a day behind.
- Marcus BellThat's the one, I believe. It was a how-to and a bit of a freshness question rolled together. It came in as normal priority, so nothing urgent, and it was picked up well inside what your plan promises. Support closed it off without anything needing to go to engineering.
- Rebecca AinsworthYes, I remember being surprised how quick that was. I did mean to say thank you.
- Marcus BellI'll pass it on. And no invoices outstanding on your side either, which is always a nice thing to be able to say. Your account's tidy.
- Rebecca AinsworthI'll take tidy. Finance would be delighted to hear that, they worry about those things more than I do.
- Marcus BellWhile we're on the commercial side, just so it's in the room: the contract is fifty-five thousand eight hundred a year, which is the figure on the order form, and it matches what's been invoiced. Nothing odd there. If you ever want to talk terms, that's Tom Ashdown on our side, not me. I'm just reading it out so we agree what we're looking at.
- Rebecca AinsworthUnderstood. And that's the two-year term, so I'm not going to be pestered about it for a good while.
- Marcus BellRight, you're not. Nobody's going to chase you for a renewal. This is purely about getting value out of what you've bought.
- Rebecca AinsworthGood. Because honestly the value case is what I need for the board anyway. I keep being asked, in effect, what does the member see? And I'd like to be able to answer that without waving my hands.
- Marcus BellThat's a great question to build the case around. Can I suggest something? Let's find three or four of those stories like the primary school one, write them down properly with the relationship managers, and that becomes your evidence. It's much stronger than a usage chart.
- Rebecca AinsworthI like that. I could ask the team to send me one each. Short, no essays.
- Marcus BellPerfect. Keep it to what happened and what the member said. I can help pull the matching activity from B-Viz so it's got a proper trail behind it.
- Rebecca AinsworthLovely. Now, can I raise the underwriting thing? You mentioned it and I don't want to skate over it.
- Marcus BellPlease. Go ahead.
- Rebecca AinsworthThe honest position is that underwriting see B-Viz as something member services bought. They haven't yet seen what it does for them. If I could show them a policy and a claims history and the calls on one page, with something that actually matters to pricing, I think they'd come round. But I can't do that demo myself, I'd get it wrong.
- Marcus BellNo, that's what I'm here for. What would they want to see? If you were them.
- Rebecca AinsworthI think the history. A church comes to renew, and the underwriter wants to know quickly what's happened with that building over the years, and whether there's been contact from the member that suggests a worry. Right now they go and ask somebody in my team, which is a bit silly.
- Marcus BellMm, right. So the pitch to them is, you don't have to ask anyone. You ask it yourself and it comes back with the history and the calls.
- Rebecca AinsworthExactly that. Could you do a session for them? Maybe an hour, with a few of the underwriters, using real examples from our own data.
- Marcus BellHappy to. I'd suggest we keep it shorter than an hour, honestly. People's attention goes. Half an hour, tightly built around two or three of their own cases, and then time for questions. Shall we do that?
- Rebecca AinsworthHalf an hour sounds more realistic. They'd actually turn up for that.
- Marcus BellGood. Who would be the right person to bring along? Somebody senior enough that the others listen, ideally.
- Rebecca AinsworthI'll have to think about that. There's a couple of people I'd try. I'll speak to them this week and let you know who's keen.
- Marcus BellThat works. And claims? You said there's one curious person.
- Rebecca AinsworthClaims is trickier. They're careful, and rightly so, about anything that might look like it's influencing a decision. I would never want us promising a claims outcome off the back of a search. So I'd want to be clear with them that this is about knowing the member's history, not deciding anything.
- Marcus BellAgreed, and I'd say that out loud in the session. It's there so people have the facts, and the judgement stays with them.
- Rebecca AinsworthGood. That's the line I'll use too.
- Marcus BellOkay. Let me show you one more thing, because it ties in. This is the page of connected sources. You can see what's feeding in, and whether each one is loading properly. Everything's green at the moment, and the amount of material indexed has kept growing, which is what you'd hope.
- Rebecca AinsworthWhat would it look like if something went wrong? So I know what to watch for.
- Marcus BellGood question. If a source stopped loading, that line would stay flat for a few days rather than growing. Usually it's because somebody changed something on your side, a system upgrade or a permissions change. If your team ever changes one of the systems, give me a nudge beforehand and I'll watch it.
- Rebecca AinsworthI'll tell IT to copy you in. They're not always great at telling me, to be fair, so I'll make it a rule.
- Marcus BellPerfect. That alone saves a lot of grief.
- Rebecca AinsworthCan I ask something slightly off topic? You said Growth comes with a review every quarter. Is that what this is, or is this something else?
- Marcus BellThis is a lighter check-in, to be honest. The proper quarterly review is a bit more formal. We'd bring in more of the numbers, look at the dashboards your team has built, and talk about what's next. I'd suggest we diarise the first proper one once underwriting have had their session, so there's something new to talk about.
- Rebecca AinsworthThat makes sense. No point reviewing before they've seen it.
- Marcus BellExactly. Now, you said there was something the relationship managers keep asking for.
- Rebecca AinsworthYes. It's small but they keep coming back to it. When they open a member, they'd like to see the last few calls summarised at the top, before they scroll. At the moment they have to go and look for them. They say it's the first thing they want when they pick up the phone.
- Marcus BellOkay. Let me be careful here, because I don't want to promise something I can't deliver. Part of that you can do today. You can set up a page for a member that has the recent calls pinned at the top. I can show you how, it's a few clicks. Whether we can make it the default everywhere is a different question and I'd have to ask the product team.
- Rebecca AinsworthI wouldn't expect a date. I just want to know whether it's a yes in principle.
- Marcus BellFair. I'll pass it on as a request from you, and I'll tell you what I hear back. No dates from me, but I'll make sure it's heard.
- Rebecca AinsworthThat's all I ask. Thank you.
- Marcus BellWhile I've got the screen up, shall I show you the pinned page now? It'll take two minutes.
- Rebecca AinsworthPlease. If I can see it, I can tell the team about it this afternoon.
- Marcus BellOkay. So I'll open a member page, say a school, and here at the top there's an option to add a section. If I choose recent calls, and tell it how many I want, it sits above everything else. Now if I save it as a template, any new member page can start from that.
- Rebecca AinsworthOh, that's easy. Can I do that myself?
- Marcus BellYou can, as an admin. Do you have a second admin, by the way? Just so it's not only you.
- Rebecca AinsworthI have one other, in IT. I'd like another from my own side. I'll ask one of the team leaders to take it on.
- Marcus BellGood idea. It's a sensible thing to do early. If you tell me who, I'll make sure they get the admin walkthrough.
- Rebecca AinsworthI'll send you a name by Wednesday. Probably.
- Marcus BellNo rush. Whenever suits.
- Rebecca AinsworthRight. So to recap, because I'm going to forget half of this. You'll send me the usage summary. We'll set up half an hour with underwriting. I ask my team for the member stories. And I get a second admin.
- Marcus BellThat's it exactly. I'd add that I'll ask about the calls-at-the-top request, and you'll ask IT to tell me about system changes.
- Rebecca AinsworthYes, got that. Anything you need from me before the underwriting session?
- Marcus BellJust the names, and two or three real cases you're comfortable using. Anything sensitive, tell me and we'll leave it out. I'd rather be careful.
- Rebecca AinsworthI'll pick ones that are safe. Ordinary renewals, nothing painful.
- Marcus BellLovely. I'll send the summary today and put something in the diary for next week. Will you be around?
- Rebecca AinsworthI'm in most of the week. Mornings are best, before the phones get silly.
- Marcus BellMornings it is. I'll offer a couple of slots and you can pick.
- Rebecca AinsworthThanks, Marcus. And honestly, thank you for pulling the numbers. It's good to have somebody call and tell me things are going well, rather than only hearing when they aren't.
- Marcus BellThat's what I'm here for. And well done to your team, they've done the hard part, which is actually using it.
- Rebecca AinsworthI'll pass that on. They'll like hearing it.
- Marcus BellRight, I'll let you get back to the phones. Speak soon, Rebecca.
- Rebecca AinsworthSpeak soon. Bye, Marcus. Kind regards to everyone on your side.
- Marcus BellWill do. Bye now.
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