Kelbrook Mutual Insurance / BG-Demo – Check In
Callcompleted
Kelbrook Mutual Insurance · 11 Jul 2024 12:45
Marcus Bell's check-in with Rebecca Ainsworth: usage and questions rising across teams, one quiet ticket, nothing overdue. Rebecca wants something stronger than 'it's useful' for her finance colleagues.
What was said
What this says
As at Fri 9 Oct 2026Marcus Bell's check-in with Rebecca Ainsworth: usage and questions rising across teams, one quiet ticket, nothing overdue. Rebecca wants something stronger than 'it's useful' for her finance colleagues.
What happened: Marcus walked Rebecca through usage. About nineteen people use B-Viz in a typical month, up on the previous quarter, against eighty licences on Growth.
Customer view: Rebecca shared a story of a relationship manager who prepared for a village primary school renewal using B-Viz. She worries about key-person risk but Marcus said questions are spread across several people.
Commercial: Marcus confirmed the two-year term at £56k a year matches what has been invoiced, with nothing overdue. Claims handlers who use it only weekly are the biggest headroom.
Watch: Rebecca will have to justify the spend to finance. She also noticed one answer that missed a call from a few days earlier, which is the overnight refresh, not a fault.
Themes
As at Fri 9 Oct 2026Theme
Adoption and value summary
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 book a short session with the claims lead and a couple of regular users once Rebecca has spoken to them.
- Marcus Bell to send the one-page value summary with an anonymised school story and a note on the overnight refresh.
- Marcus Bell to find out who raised the recent ticket and tell Rebecca.
Risks
As at Fri 9 Oct 2026- Rebecca needs a concrete value case for finance, and without it the subscription is hard to defend.
- Some claims handlers still use their old route and open B-Viz only occasionally.
- Users may be surprised that same-day activity appears only after the overnight refresh.
Opportunities
As at Fri 9 Oct 2026- Occasional users with a licence are headroom to deepen use within the Growth tier.
- Underwriting may want a dashboard like the renewals one built by Rebecca's team leader.
Transcript
Marcus BellHi Rebecca, can you hear me alright? I think my headset's been playing up this week.
Rebecca AinsworthLoud and clear, Marcus. Hello. Sorry, I'm just finishing a sandwich, it's been one of those mornings that ran straight into the afternoon.- Marcus BellNo, take your time, we're only just past quarter to one. Honestly I'm the same. I've got a cold coffee here that I keep meaning to drink.
- Rebecca AinsworthRight, I'm done. Can I start with something from this week, because it's the reason I was glad this call was in the diary?
- Marcus BellPlease, go on.
- Rebecca AinsworthOne of our relationship managers had a renewal meeting on Tuesday with the trustees of a village primary school. Lovely people, they've been with us for years. Before B-Viz she would have walked in with a policy schedule and maybe a note from whoever last spoke to them. This time she had the policies, the one small claim they made after the storm, and the call where the head teacher had rung up worried about the roof. All in one place.
- Marcus BellThat's exactly what it's for. And did it change how the meeting went?
- Rebecca AinsworthIt did. She opened by asking how the roof repair had gone, and the chair of trustees said, and I'm quoting what she told me, 'you actually remember.' Let's not make them tell us twice, that's what I keep saying to the team. They were a member who felt known, and that's the whole point.
- Marcus BellThat's lovely to hear. Okay, so what I'd like to do today is share my screen and walk you through the usage numbers. I've pulled the numbers for the last few months, and then I'd like to ask you where it's working and where it isn't. Is that all right?
- Rebecca AinsworthYes, that's fine. I'll be honest, I'm a bit of a nervous reader of graphs, so you'll have to tell me what I'm looking at.
- Marcus BellOf course. Right, can you see it? It should be a page with a line going up.
- Rebecca AinsworthI can see a line going up, yes. That already looks better than most of my graphs.
- Marcus BellHa, fair. So this is active users, averaged over the last thirty days. We're at about nineteen people using it in a typical month, and that's up quite a lot on the previous quarter. Nearly half as many again.
- Rebecca AinsworthNineteen. Out of eighty licences though, which sounds low when you say it like that.
- Marcus BellIt's a fair thing to notice. You've got eighty licensed users on the Growth tier, and nineteen is a good chunk of daily, hands-on use. But I'd read it by the direction rather than the level. Six months in, most accounts I look after are nowhere near that, and the line is climbing, which matters more.
- Rebecca AinsworthMm. Okay. So that's the people who are asking it questions every week, not just people who logged in once because I nagged them.
- Marcus BellMostly, yes. I can see the split by team if you want it. Do you want to see that?
- Rebecca AinsworthPlease. I'd like to know whether it's all my people or whether the others have picked it up.
- Marcus BellOkay, give me a second, I'm scrolling. Sorry, the page is slow to load when I share. There. So member services is the biggest group, which is what you'd expect, since that's your team. But underwriting is now showing up properly, and claims have a handful who are regular.
- Rebecca AinsworthClaims, that's good. That's the one I was worried about. Their work is so tied to the case system and the rules they have to follow that I thought they'd see this as a nice extra.
- Marcus BellWell, what they seem to be doing is asking about a member's earlier calls and emails before they pick up a claim file. Which is sort of the point. They don't have to go hunting.
- Rebecca AinsworthIs that the whole picture, though? Because one of my team leaders said a couple of the claims handlers still go straight to their old route and only use B-Viz if they remember.
- Marcus BellThat sounds right. The numbers show a few of them are in once a week, not every day. So there's room. I'd say that's the biggest bit of headroom in the account, the people who've got a licence and use it occasionally.
- Rebecca AinsworthWhat would you do about it? Not a big programme, I haven't got the time for a big programme.
- Marcus BellNo, nothing big. Happy to jump on a call with the claims team lead, maybe thirty minutes, and show them three or four questions that people in member services find useful. Pick ones that match what claims actually deal with. Then they can tell us if it's useful or not, rather than us telling them.
- Rebecca AinsworthI like that. Let them decide. Who would you want in the room, just the lead?
- Marcus BellThe lead and maybe one or two of the people who already use it. People hear it better from a colleague than from me.
- Rebecca AinsworthThat's true. I'll ask them. Probably next week, things are a bit flat out until then.
- Marcus BellWhenever suits. Let me know and I'll send an invite. Right, the next thing I wanted to show you is the questions asked, because I think that's the best single measure of whether people find this useful.
- Rebecca AinsworthGo on.
- Marcus BellSo it's another line going up, I'm afraid, sorry, it's a very boring report. The number of questions has grown month on month since the spring, and it's noticeably higher than when you first went live in January.
- Rebecca AinsworthI'd like to see who's asking, though. You told me last time it can be a worry if it's only one person doing all the asking.
- Marcus BellYes, good memory. It's the key-person thing. And actually this is the encouraging bit. You do have a few heavier users, but it isn't one person. The top asker isn't carrying the whole load. It's spread across several of your relationship managers and a couple in underwriting.
- Rebecca AinsworthGood. Because if I left tomorrow, I don't want this to be something that falls over.
- Marcus BellHa, you're not going anywhere, I hope. But no, it's a healthy spread. Which is another reason I'd like to bring in more of the claims people. The more it's in the daily habit, the better.
- Rebecca AinsworthMm. What about the technical side? I've not heard anything, which I take as good, but I'd rather hear it from you.
- Marcus BellQuiet is right. We had one ticket from you in the last month, nothing high priority, nothing that needed escalating, and it was dealt with inside what your tier promises. The nightly refresh has been landing on time. The records indexed are growing steadily, so nothing's gone stale.
- Rebecca AinsworthThat one ticket, was it one of mine? I can't remember raising anything.
- Marcus BellIt came through from your side, but I don't want to guess who sent it. I'll check the name and tell you in the email afterwards. It was closed anyway, there's nothing outstanding.
- Rebecca AinsworthFine. No, that's fine. It's good that it's closed.
- Marcus BellAnd from the finance side I can see nothing overdue on the account, which is just a tick-box on my report, but I do like to say it. The contract's on the two-year term you signed, at fifty-five thousand eight hundred pounds a year, and that matches what we've invoiced.
- Rebecca AinsworthRight. Yes, I remember that. Not that I'd agree anything about money on my own, there are other people who look at that, but I'm glad it all lines up.
- Marcus BellNo, of course. I'm not here to talk about price anyway, that's for Tom, and nothing's due for a long while. I just like to know you're seeing what you're paying for.
- Rebecca AinsworthWhich brings me to something, actually. When the finance people ask me what we get for it, I want to give them something better than 'it's useful.' Do you have anything I can pass on?
- Marcus BellThat's a really good thing to ask for. Yes. I can put together a one-page summary, usage going up, who's using it, how many questions, plus a couple of the stories like the school one. Would you be happy for me to use that as an example?
- Rebecca AinsworthYes, but leave the school's name out, please. They're a member, and they'd not expect to be in a report. Just say a village primary school.
- Marcus BellUnderstood, I'll keep it anonymous. And if your relationship manager's happy, I'd like her to give me two lines in her own words about how the meeting went.
- Rebecca AinsworthI'll ask her. She'll be pleased, she was chuffed about it. What else have you got on the screen?
- Marcus BellA couple of other bits. One is dashboards. Your team has built a few, which is more than I'd expect at this stage. That tells me people are investing in it, not just dipping in.
- Rebecca AinsworthThat's one of my team leaders. She's very keen. She built one that shows each relationship manager their renewals for the next few weeks, with the member's recent calls underneath.
- Marcus BellYes, I saw that one, it's neat. And Growth includes the dashboards builder, so you're using what you've got. Do you want me to show other teams how she did it?
- Rebecca AinsworthI'd like that. Underwriting would probably want something similar for their own reviews. Let me talk to them.
- Marcus BellGreat. Okay, so what I've got down so far: one, a short session with the claims lead and a couple of regular users. Two, the one-page value summary for you to take to your finance people. Three, I'll find out who raised that ticket. Anything else you'd add?
- Rebecca AinsworthOne thing. Is there anything coming up that I should know about? New features, anything changing. I don't want to hear about it from a member of staff who's seen it in an email.
- Marcus BellFair. Nothing I know of that affects you right now. If there's something I'll tell you straight away, and I won't promise anything on timing from my side, because I'm not the one who builds it. But I'll ask the product team if there's anything worth flagging and come back to you.
- Rebecca AinsworthThat's honest enough. Thank you.
- Marcus BellIs there anything on your side that's been bugging you? Even small things. Search not finding something, an answer that was a bit off?
- Rebecca AinsworthNot bugging, exactly. There was one time someone asked about a member's history and the answer was right but it didn't mention a call from a few days earlier. I assumed it hadn't caught up yet.
- Marcus BellThat would be the overnight refresh. Anything from the day itself shows up the next morning, not instantly. It's a good thing to tell the team, so nobody's surprised. Do you want me to put a line about that in the summary?
- Rebecca AinsworthYes, please. If it's written down they'll believe it more than if I say it. Is that the whole picture, do you think, on timing? Nothing else catches people out?
- Marcus BellI think that's the main one. I'll add a short how-to note and you can forward it to the team.
- Rebecca AinsworthLovely. Right, I think that's everything from me. I've got a team meeting at one thirty, so I should go and find somewhere quiet to eat a biscuit.
- Marcus BellHa, go. Thanks for the time, Rebecca. I'll send the email this afternoon with the summary notes, and I'll book the session with the claims lead once you've had a word with them.
- Rebecca AinsworthPerfect. Thanks Marcus, and thanks for the numbers, that really helps. Speak soon.
- Marcus BellCheers, Rebecca. Bye for now.
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