Kelbrook Mutual Insurance / BG-Demo – Check In
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Kelbrook Mutual Insurance · 4 Nov 2024 10:00
Rebecca Ainsworth reported strong value stories and rising use in member services. She wants to reach underwriting and claims, and she wants numbers to answer the question she expects about what B-Viz is worth.
What was said
What this says
As at Fri 9 Oct 2026Rebecca Ainsworth reported strong value stories and rising use in member services. She wants to reach underwriting and claims, and she wants numbers to answer the question she expects about what B-Viz is worth.
What happened: On 4 Nov 2024 Marcus Bell and Rebecca Ainsworth reviewed usage. Connectors were loading, one how-to ticket was closed, and active use was climbing steadily but far below the eighty licences.
Customer view: Rebecca said visit preparation fell from most of a morning to about ten minutes. She also said she would miss B-Viz.
Commercial: The Growth term runs from 17 Jan 2024 to 16 Jan 2026, and the order form and invoices match at £56k a year. Rebecca expects someone to ask what the platform is worth and wants a dashboard to answer in numbers.
Watch: IT may change how call recordings are held next year, which could affect a connector. Marcus asked for a name in IT.
Themes
As at Fri 9 Oct 2026Theme
Rising use, 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 sends the usage summary, a one-page claims note and dates for the dashboard session by the end of the week.
- Rebecca Ainsworth asks underwriting for the right contact and finds the IT owner of the call recordings change.
- Marcus Bell reviews Rebecca's guidance note on call search once she sends it.
Risks
As at Fri 9 Oct 2026- Use is far below the eighty Growth licences, and underwriting and claims are barely engaged.
- A possible change to how call recordings are held could break a connector if BG-Demo is not told early.
- Rebecca expects to be asked what B-Viz is worth and does not yet have numbers.
Opportunities
As at Fri 9 Oct 2026- A dashboard for the executive team would give Rebecca the value case in numbers.
- Underwriting examples built on Kelbrook's own data could bring a careful team on board.
Transcript
Marcus BellMorning, Rebecca. Can you hear me alright? I can see you, but your picture's gone a bit frozen on my side.
Rebecca AinsworthMorning, Marcus. Yes, I can hear you fine. Oh, there, it's caught up. Sorry, I'm in the little meeting room because the main floor is full of people on the phones today.- Marcus BellNo problem at all. Busy week, then?
- Rebecca AinsworthBusy, yes, but a good busy. Can I tell you something first? On Thursday one of our relationship managers was going to see a primary school that's been with us for years. She pulled up the school's page before she left the office, and it had last winter's roof claim, the two calls the head teacher made to the helpline, and the renewal coming up. She walked in, said hello, and the head said, you already know all of this, don't you. Didn't have to tell us twice.
- Marcus BellThat's lovely to hear. That's exactly what it's meant to do. Did she say how long she'd normally spend getting ready for a visit like that?
- Rebecca AinsworthShe said it used to be most of a morning, going between the policy system, the claims notes and whoever had taken the calls. Now it's about ten minutes and a cup of tea. So, you know, I'm in a good mood about it.
- Marcus BellGood. Right, let me share my screen and say what I want to cover. Can you see that alright? It's the usage summary I've pulled for your account.
- Rebecca AinsworthI can, yes. Bit small, but I can read it.
- Marcus BellI'll make it bigger. So, three things. First, how the numbers look since the last time we spoke. Second, the support side, which won't take long. And third, where you'd like to take it next, particularly with underwriting and claims. And at the end I'll say a word about the contract, but only so you know where things stand. Does that sound alright?
- Rebecca AinsworthThat sounds fine. Go on.
- Marcus BellSo, active users. Over the last thirty days you're averaging sixteen or so people in there on a normal day, and that's up nicely on the previous quarter. It's not a jump that's come from one odd week, either. It's been climbing steadily, which I like more than a spike.
- Rebecca AinsworthThat'll be the relationship managers. We did that little lunchtime session in the autumn and a few of them have just kept going with it. One of them has started using it in her team meetings, which I didn't ask her to do.
- Marcus BellYeah, that's the best sort of adoption. Somebody else's idea, not yours or mine. Mm. And I can see the pattern in the numbers. It's mostly member services at the moment, and it's mostly the pages and the chat. People are opening a member's page, then asking a follow-up question rather than going off to another system.
- Rebecca AinsworthRight. Is that the whole picture, though? Because I know we've got eighty licences, and sixteen is not eighty. I don't want you telling me everything's lovely if there's a big gap.
- Marcus BellNo, fair, and I'd rather be straight about it. You're licensed for eighty users on Growth, and you're nowhere near that in daily use. That isn't a problem as such, it's headroom. It means the people who'd benefit most haven't been properly shown it yet. Underwriting and claims are the obvious two. I can see a handful of them have logged in, but it's light.
- Rebecca AinsworthYes. And I'll be honest, that's partly my doing. I brought it in for member services because that's where I could see the need. Underwriting are a bit, how do I put it, careful. They want to know where an answer came from before they'll trust it.
- Marcus BellWhich is reasonable. When you ask a question in B-Viz it shows you which records it's drawn on, so they can click through and check. If we show them that, with a case they recognise, it tends to land better than a general demo.
- Rebecca AinsworthWhat would a case look like? Something they'd recognise.
- Marcus BellSomething like a church that's added a hall extension, and the underwriter wants to see the earlier claims, any calls where the member mentioned the building, and what they said about renewals. All in one place, with the sources showing. I could build a few of those with you, using your own data, so it's not a made-up example.
- Rebecca AinsworthI like that. Because the thing underwriting hate is being told it's easy. If you show them a real church and a real claim, then they'll lean in.
- Marcus BellOkay. I'll make a note. Happy to jump on a call with whoever leads that team, just to find out what they'd want to see. Shall we say half an hour, nothing formal?
- Rebecca AinsworthHalf an hour is about what I can get out of them. Let me ask. I'll find out who would be best, because it might be the lead or it might be one of the senior underwriters who actually does the work.
- Marcus BellEither's fine. Right, so that's users. On the data side, everything's refreshing overnight as it should. I looked at the connectors this morning and they're all loading, no sources have gone quiet, and the record counts are moving the way I'd expect. Nothing that's gone stale.
- Rebecca AinsworthGood. Because that was my worry earlier in the year, that someone would change something in the policy system and it would just stop updating without anyone noticing.
- Marcus BellYeah, that's the sort of thing I watch for. If your IT team are planning to change a system, even something small, just let me know beforehand. It's much easier for us to adjust a connector first than to find out afterwards that it's been quiet for a few weeks.
- Rebecca AinsworthI'll pass that on. Actually, there is something. I think they're talking about moving the call recordings to a different arrangement some time next year. I don't know the detail.
- Marcus BellRight, that's useful, thank you. I won't guess at what it means for us until I know more. If you can get a name in IT who's looking after it, I'll talk to them directly. I'm not going to promise anything about timing from my end, but I'd like to be in the loop early.
- Rebecca AinsworthI'll find out who that is. Might be a few days.
- Marcus BellNo rush. Okay, support. You've had one ticket in the last thirty days, and it was a how-to question, nothing urgent. Somebody wanted to know how to filter a member page by policy type. It was answered and closed, and nothing high priority at all.
- Rebecca AinsworthOh, I think that was one of the newer people. She asked me first and I didn't know either, so I said just raise it.
- Marcus BellThat's exactly the right thing to do. And honestly, one ticket from a team that's growing its use is a good sign. People are finding their way without hitting walls. If it had gone the other way, with fewer people and no tickets, I'd be asking different questions.
- Rebecca AinsworthHa, so I should encourage them to raise more?
- Marcus BellNot for the sake of it. Just if they're stuck. But you know, if there's something they'd like it to do and can't, that's worth hearing as well. That's not a ticket, that's feedback, and I can pass that on.
- Rebecca AinsworthThere is one thing like that, actually. The relationship managers keep asking whether they can search across the calls by what the member was worried about, rather than by name. Like, show me every call where someone mentioned a leaking roof or a boiler, say. Can it do that?
- Marcus BellSearch and chat can do a fair bit of that already, because it reads the call content, not only the member record. Let me try it now, if you're happy for me to. I'll ask it something along those lines, and you tell me if that's what they mean.
- Rebecca AinsworthGo on, please.
- Marcus BellSo I'm typing, show me recent calls where a member raised a concern about the condition of a building. And it's thinking. Right, there we go. It's come back with a handful of calls, and each one has a short summary and the member it relates to, with the source underneath.
- Rebecca AinsworthOh, that's it. That's what they want. Can you scroll a bit? What does the member see, though, if one of our people uses that in a conversation? I mean, we wouldn't want anyone feeling they'd been listened in on.
- Marcus BellThat's a fair thing to raise, and it's a question for how you use it rather than for the tool. The calls are ones your members already know are recorded. It's more about how your people phrase things. Something like, I can see you mentioned the hall roof when you rang us, rather than reading it back word for word.
- Rebecca AinsworthYes. Yes, that's the line. Let's not make them tell us twice, but let's not make them feel watched either. I might write a few sentences for the team on that. Would you look them over?
- Marcus BellHappy to. Send it over and I'll tell you whether it matches what the tool actually does. I wouldn't want your guidance to promise anything it can't do.
- Rebecca AinsworthLovely. Right, so that's one useful thing from today already.
- Marcus BellGood. So, back to the bigger one. Claims. How do you see them? Because I've not spoken to anyone there.
- Rebecca AinsworthClaims are different. They're not careful, they're just stretched. The team are flat out, particularly after the storms, and nobody has time to sit through a training session. If you ask them to come to a thing, they'll say yes and then not turn up.
- Marcus BellMm. That's common. What tends to work is going to them. Ten minutes at the end of a team meeting they already have, using a claim they're all familiar with. Or we can record a short walkthrough they watch when it suits them.
- Rebecca AinsworthThe team meeting idea is better. They do a Monday huddle. If the manager is on board, I think she'd give you a slot. I'd need to speak to her first, though, because I don't want it to feel like member services telling claims what to do.
- Marcus BellUnderstood. You know them, I don't. So what would help most from my side before you speak to her? A one-page summary of what claims would actually get out of it?
- Rebecca AinsworthYes, please. Plain words. Not a brochure. Something like, when a member rings about an open claim, here's what you can see without opening three other screens.
- Marcus BellI can do that. I'll draft it from your own claims examples and send it before you speak to her, so you can change anything that doesn't sound like Kelbrook.
- Rebecca AinsworthPerfect. That would help, honestly. Oh, and one more thing on the numbers. When you say sixteen people, is that the same sixteen every day, or is it different people dropping in?
- Marcus BellGood question. Let me look. Give me a second. Right, so it's a core group who are in most days, and then a wider ring who come in a couple of times a week. A few who've logged in once and not come back. Nothing alarming, but those once-only people are the ones I'd like to reach.
- Rebecca AinsworthCan you send me those names? Not to tell anyone off. I'd just like to ask them what got in the way.
- Marcus BellYes, I'll include it in the summary. I'll mark it clearly as for you and not to be passed around, because I don't want anyone feeling they're being monitored.
- Rebecca AinsworthThank you. That matters to me.
- Marcus BellI know. Okay. Is there anything about the dashboards? Some of the Growth customers build them for their managers. I can see yours haven't done much there yet.
- Rebecca AinsworthNo, we haven't. I did have a thought about that, actually. A simple view for the executive team showing member contacts by month and how many renewals have conversations booked beforehand. Is that something I could build, or would I need someone technical?
- Marcus BellYou could build it. The builder is made for people who aren't technical. I'd sit with you for the first one, and after that you'd likely do the rest yourself. It would also give you something concrete to show upstairs, which helps when people ask what the platform is doing for you.
- Rebecca AinsworthThat's rather the point. Nobody's asked me yet, but I know the question's coming at some point. I'd like to have the answer ready, in numbers, rather than just a story about a school.
- Marcus BellThough the school story is a good one. I'd keep it. But yes, a story and a chart together is hard to argue with. Shall we book a session for the dashboard? Maybe in a couple of weeks, once the underwriting conversation has happened?
- Rebecca AinsworthA couple of weeks is about right. Send me a few dates and I'll see what works. I'm out for a day at a members' event, but otherwise I'm around.
- Marcus BellWill do. Right, last thing from me, and I'll keep it short because it's some way off. The contract. You signed on the two-year term from 17 Jan 2024, and it runs to 16 Jan 2026. Nothing needs doing on that now. I'm only mentioning it so there are no surprises.
- Rebecca AinsworthYes, I know the date. It feels like a long way off, but I know it'll come round faster than I think.
- Marcus BellIt will. I'll get in touch properly a good few months before, so you've got time to look at what you're using and what you'd want. And anything about terms or pricing, that's Tom Ashdown's side, not mine. I'd just bring him in when the time comes.
- Rebecca AinsworthThat's fine. I'll say now, so it's clear, I couldn't agree anything on that without going to the people who sign it off. I'm happy to be the one who tells them what it's been worth, though.
- Marcus BellThat's exactly the right way round. And between now and then, the dashboard and the underwriting examples will give you plenty to show them. Fully invoiced and paid, by the way, so nothing outstanding on your account. I just looked, and the amount on the order form and what's been invoiced match, at £55,800 a year.
- Rebecca AinsworthGood, I like it when those match. Our finance team would be asking me otherwise.
- Marcus BellHa, yes. Right, is there anything else you wanted to raise before we wrap up? I've got a few minutes left.
- Rebecca AinsworthOne more, and it's a small one. A new starter in member services is joining next month. Is there a way of getting her set up with the right access without waiting for me to do it?
- Marcus BellIf you've got an admin on your side they can add her straight away, and you've plenty of room on the licences. If you'd rather, send me her name and I'll do it. What's easier?
- Rebecca AinsworthI'll do it through our admin. But can I send her to you for a quick hello? She's keen, and I think she'd get more from five minutes with you than from reading a guide.
- Marcus BellOf course. Bring her to the next session we have, or I'll do a short one just for her. Whichever fits her first week.
- Rebecca AinsworthLovely. I think that's everything from me. I've got a lot to do now, haven't I? Underwriting, claims, the IT name, my guidance note.
- Marcus BellLet me read it back so we both know who's got what. You'll ask underwriting who the right person is for a half hour chat, and find out who in IT is looking after the call recordings. You'll write a few lines for your team on how to use the call search, and send it to me. And you'll speak to the claims manager about a slot in her Monday huddle.
- Rebecca AinsworthThat's it. And from you?
- Marcus BellFrom me, a short usage summary with the once-only names marked as for you. A one-page note for claims in plain words. A few dates for the dashboard session. And I'll look over your guidance as soon as it lands. I'll send all of that over by the end of the week, except the guidance, which depends on when you send it.
- Rebecca AinsworthThat's more than fair. Thank you, Marcus. Honestly, I came on this call a bit worried you'd tell me we weren't using it enough, and instead I've got a to-do list. Which is better.
- Marcus BellHa. There's room to use more of it, that's true, but you're moving the right way, and the people using it are the ones who'd miss it. That counts for a lot.
- Rebecca AinsworthI'd miss it. I don't mind saying so. Right, I'd better let you go. I think there's someone waiting outside for this room.
- Marcus BellOf course. Thanks for your time, Rebecca, and say hello to the school visit lady from me. I'd love to hear how the next one goes.
- Rebecca AinsworthI will. Speak soon, Marcus. Bye now.
- Marcus BellBye, Rebecca. Cheers.
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