Kelbrook Mutual Insurance / BG-Demo – Check In
Callcompleted
Kelbrook Mutual Insurance · 14 May 2024 10:15
Rebecca Ainsworth is happy, saying the service is working for her teams. Marcus Bell proposed a renewal-meeting dashboard and claims training, and she floated adding finance or broker teams later. Renewal was only mentioned in passing.
What was said
What this says
As at Fri 9 Oct 2026Rebecca Ainsworth is happy, saying the service is working for her teams. Marcus Bell proposed a renewal-meeting dashboard and claims training, and she floated adding finance or broker teams later. Renewal was only mentioned in passing.
What happened: On the 14 May 2024 check-in Marcus reported that active use had more than doubled on the previous quarter, with claims and underwriting now asking questions. He said use is spread out, not concentrated.
Customer view: Rebecca likes the idea of a one-page renewal-meeting dashboard and wants a senior relationship manager involved. She said of the contract: it is a long way off and the question is whether this keeps helping.
Commercial: Marcus confirmed £56k a year, matching invoices, with the term running to 16 Jan 2026. Rebecca asked how finance or broker teams could be added; Marcus will brief Tom Ashdown.
Watch: Many of the licensed users have not logged in yet. A claims system change is coming later in the year and could break a connector, so Rebecca should copy Marcus in.
Themes
As at Fri 9 Oct 2026Theme
Dashboards, training, expansion
Importance
upsell
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 times for a 30 minute dashboard scoping call and the usage breakdown by team.
- Rebecca Ainsworth to confirm what can be shown in claims training and copy Marcus in on the claims system change.
- Marcus Bell to tell Tom Ashdown that Rebecca may want to discuss extra teams.
Risks
As at Fri 9 Oct 2026- A planned claims system change could stall a connector and leave data going stale if Marcus is not told in advance.
- Many licensed users have not logged in, which could weaken the value case at renewal.
- Search returning many results for common surnames is a minor irritation that depends on the product team.
Opportunities
As at Fri 9 Oct 2026- Rebecca raised adding finance or broker teams, which could widen the subscription beyond the current teams.
- A renewal-meeting dashboard and a short claims training call would deepen use of the Growth plan.
- Usage figures by team give Rebecca material for her leadership group and support a later renewal conversation.
Transcript
Marcus BellHello Rebecca, can you hear me all right?
Rebecca AinsworthI can, yes. Morning, Marcus. You're a bit quiet, actually. Is that better if I turn mine up?- Marcus BellLet me move the mic. Is that any better?
- Rebecca AinsworthMuch better. Lovely. How's your week been?
- Marcus BellBusy, but good. Lots of check-ins like this one, which is the nice part of the job. Raining in Manchester, obviously. What's Leeds doing?
- Rebecca AinsworthGrey, but dry, so I won't complain. Can I start with something from this week? It's rather the reason I'm in a good mood.
- Marcus BellPlease, go on.
- Rebecca AinsworthWe insure a small village school, a few hours from here. The headteacher rang our helpline about a boiler claim that was already in progress. Years ago, she'd have had to explain the whole thing again to whoever picked up. This time the relationship manager had the policy, the claim notes and the last call in front of her before she even said hello. The headteacher actually said, thank you for not making me tell it twice.
- Marcus BellThat's exactly what you wanted when you brought it in, isn't it?
- Rebecca AinsworthIt is. Let's not make them tell us twice, that's the whole idea. And it's the sort of thing that sticks with the team. They noticed it too.
- Marcus BellBrilliant. Well, that's a good lead in. What I wanted to cover today is pretty simple. I've pulled the numbers on how your teams are using B-Viz, I'd like to hear what's working and what's irritating, and then we can talk about what you want from the next few months. Is that all right? I'll share my screen in a second.
- Rebecca AinsworthThat's fine. I've got about twenty-five minutes, and I'd like to keep to that if we can.
- Marcus BellOf course. Right, can you see my screen? It should be the usage summary for Kelbrook.
- Rebecca AinsworthI can see a page with a lot of lines on it. Is it the one with the blue graph at the top?
- Marcus BellThat's the one. So, the headline first. You've got 80 licensed users on the Growth plan, and the number of people actually logging in and asking things has gone up a lot compared with the previous quarter. More than doubled, in fact. That's one of the bigger jumps I've seen across the accounts I look after.
- Rebecca AinsworthMm. That fits what I'm seeing. Claims and underwriting have come in properly since we did those sessions. Before that it was mostly my team and a handful of relationship managers.
- Marcus BellYes, and you can see it in the graph. Member services is still the biggest group, but there's a chunk from claims now, and underwriting have started asking questions too. Which is the point of having it across teams.
- Rebecca AinsworthIs that the whole picture, though? Because I'd worry if it's two or three people asking all of it.
- Marcus BellFair question, and I checked. It's spread out. There are a few keen people, there always are, but nobody's carrying the lot. I wouldn't call it concentrated. I can send you the breakdown by team if that helps you in your own meetings.
- Rebecca AinsworthThat would help. I'd like to show our leadership group that it isn't just me waving the flag.
- Marcus BellHappy to. I'll make it plain, no jargon.
- Rebecca AinsworthPlain is good. They like plain.
- Marcus BellNow the connectors. Policies and claims are loading as they should, and the call recordings are coming in every day. I scrolled back through the last few weeks and the record counts are climbing steadily. Nothing stuck, nothing flat.
- Rebecca AinsworthWhich is what I'd hope. Although, can I ask, when you say nothing flat, how would we know if one stopped? I don't want to find out when a relationship manager tells me the policy data looks old.
- Marcus BellGood question. I look at those counts every month. If a source stops loading, the number just stops moving, and that's usually the first sign. Often it's because somebody changed something in the source system. So if your IT team ever change the claims system, or move things around, give us a heads up and we'll check the connector the same day.
- Rebecca AinsworthI'll tell them. We do have a change coming on the claims side later in the year, I just don't have the detail yet.
- Marcus BellRight, that's useful to know. When you have the detail, drop me a line and we'll plan around it. I won't be able to tell you what it means for us until we see what's changing, but it's much easier to look in advance.
- Rebecca AinsworthUnderstood. I'll copy you in when I hear.
- Marcus BellPerfect. Next, support. You've raised two tickets in the last month, and neither was urgent. Both were how-to questions, I think, and both got answered inside the time for your plan. Did they feel quick enough from your side?
- Rebecca AinsworthThey did. One was mine, about how to save a search so the team could reuse it. Somebody replied the same morning and it was fixed in a couple of minutes. The other, I think, was one of the claims handlers asking about filters.
- Marcus BellThat's right. That's the sort of ticket I like to see, honestly. People are using it, getting stuck on the small things, and getting unstuck. If there were no tickets and the users were falling, that would worry me more.
- Rebecca AinsworthHa. Well, we are certainly using it. So, what would you want me to do with that? Anything we're missing?
- Marcus BellA couple of things I wanted to float. First, the dashboards. Only a few have been built so far. Your Growth plan includes the dashboards builder, and I wonder whether someone in your team might want to put together a view for renewal meetings. Policies, open claims, recent calls, all on one page.
- Rebecca AinsworthOh, I like that. That's what the relationship managers do in their heads before every renewal visit. They go through the policy, the claims history, and whether anyone has been on the phone. If it were on one page they'd walk in better prepared.
- Marcus BellThen that's a good first one. Would you want me to sit with you or one of your team and build it together? I'd say about an hour, maybe a bit more.
- Rebecca AinsworthI'd probably want to bring one of the senior relationship managers, because she knows what she looks for. Can we do that next week?
- Marcus BellShall we book 30 minutes first to scope it, and then see whether we need longer? I'll send some times after this call.
- Rebecca AinsworthYes, do that. Mornings are better for us.
- Marcus BellMornings it is. The second thing is a question rather than a suggestion. Is there anyone who should have access and doesn't? You've got 80 licensed users, and I can see a good number of those haven't logged in yet. I wondered whether that's about training, or whether people just haven't needed it.
- Rebecca AinsworthA bit of both, if I'm honest. Some of the licences went to teams who were told about it and then got swamped. The claims team in particular had a very busy spring. I think a short session would help, nothing grand.
- Marcus BellI can run a short training call for them. Half an hour, on their own examples, so it's not generic. We'd use real, anonymised cases if you're comfortable with that.
- Rebecca AinsworthI'd rather it was our own cases, but let me check what we're allowed to show on a call. Members' information is very sensitive for us, and I don't want anything on screen that shouldn't be.
- Marcus BellQuite right. Everything stays inside your Snowflake account anyway, so it's your data and your rules. But you're the one who knows what your teams are comfortable with, so you tell me what to use.
- Rebecca AinsworthThank you. I'll find out and come back to you.
- Marcus BellNo rush. Now, anything that's been annoying you? Doesn't matter how small. I'd rather hear it now.
- Rebecca AinsworthMm. Let me think. Not annoying exactly. The search sometimes brings back a lot for common surnames, and the team have to scroll to find the right member. They've learned to add the policy type, but it's a bit of a habit they've had to form.
- Marcus BellThat makes sense. In a mutual with a lot of church and school policies, you'll get plenty of similar names. I'll note it as feedback. I can't promise anything about changes to search, that's for the product team, but I'll make sure they hear it with your example.
- Rebecca AinsworthThat's all I'm asking. And I can show you what the team do as a workaround if it's useful.
- Marcus BellIt would be, actually. Could you send me an example or two, with the member details taken out?
- Rebecca AinsworthI'll ask one of the team to write it up. They'll enjoy being asked.
- Marcus BellLovely. Then the last thing on my list. You're about four months in since the two-year term started, no, sorry, longer than that. You joined in January 2024, and the term runs through to 16 Jan 2026, so there's a good while yet. I'm not here to talk about renewal. I just like to mention it so there are no surprises later.
- Rebecca AinsworthRight. I'd rather it wasn't a surprise. Though from where I sit, it's a long way off, and the more important question is whether this keeps helping us. At the moment it does.
- Marcus BellThat's good to hear. What I'd like to do between now and then is make sure we can show, with the numbers, what it's been worth to the teams. That'll make any later conversation straightforward. And Tom Ashdown, who looks after the commercial side of your account, will be in touch nearer the time.
- Rebecca AinsworthYes, I remember Tom. Nice man. He was very patient with us at the start.
- Marcus BellI'll pass that on. He'll be pleased.
- Rebecca AinsworthI do want to ask one thing, though. If we wanted more teams on it later, say our finance people or the broker side, how would that work? Not now. I'm just curious what the options look like.
- Marcus BellSure. I'd keep that for a call with Tom, because he handles scope and anything to do with price. What I can tell you from my side is what I'd look at first: who would use it, what data they'd need, and whether it needs a new connector. I'll flag it to him so he's got the context.
- Rebecca AinsworthThat's fair. I'd not want to agree anything on my own anyway, I'd be bringing the idea to the leadership group first.
- Marcus BellOf course. No pressure at all, it's just good for us to know what's on your mind.
- Rebecca AinsworthUnderstood. Right, is there anything else on your screen?
- Marcus BellOnly the contract details, and they all match: you're at £55,800 a year, and that's what's been invoiced. Nothing overdue on your side, and no queries from our finance team. So that's all tidy.
- Rebecca AinsworthGood. I like tidy. Our finance team like it even more.
- Marcus BellHa, I'm sure. Right, then let me recap what we've said, and tell me if I've got something wrong. One: I send you the usage breakdown by team, in plain language, so you can share it with your leadership group.
- Rebecca AinsworthYes.
- Marcus BellTwo: I send times for a 30 minute scoping call about the renewal-meeting dashboard, and you bring the senior relationship manager. Three: you check what you're allowed to show in a training session, and then I set up a short call for the claims team. Four: you send me an example or two of the search workaround, with the member details removed. Five: when you hear about the claims system change, you copy me in. And six: I let Tom know you might want to talk about other teams, nothing urgent.
- Rebecca AinsworthThat's the lot, I think. Can you put it in an email afterwards? I'll forget half of it by lunchtime.
- Marcus BellOf course, I'll send it today. Plain bullet points.
- Rebecca AinsworthPerfect. Thank you, Marcus. I do appreciate you looking at it properly and not just sending a report.
- Marcus BellThat's kind of you. It's far more useful to talk it through. Speak soon, then. Enjoy the rest of your day.
- Rebecca AinsworthAnd you. Bye for now.
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