Kelbrook Mutual Insurance / BG-Demo – Check In
Callcompleted
Kelbrook Mutual Insurance · 28 Nov 2024 09:45
Rebecca Ainsworth described B-Viz as now how the team works. Usage is rising, tickets are few and light. Underwriting use is thin and older policies feel incomplete, possibly an unconnected archive.
What was said
What this says
As at Fri 9 Oct 2026Rebecca Ainsworth described B-Viz as now how the team works. Usage is rising, tickets are few and light. Underwriting use is thin and older policies feel incomplete, possibly an unconnected archive.
What happened: Marcus Bell walked Rebecca through usage, tickets and dashboards. She opened with a customer story and closed by thanking him.
Customer view: Rebecca said the tool has gone from the new thing to just how we do it. She said renewals meetings now start with the member, and that is what she says when asked what the money bought.
Commercial: Marcus confirmed Growth at £56k a year, matching the order form and invoices. Rebecca noted the term ends in January 2026. Eighty licences against about eighteen daily users, and spare connector room, leave headroom for underwriting and an archive source.
Watch: Underwriting reverted to spreadsheets in renewal season. Two tickets on data a day behind were a one-off, but Marcus asked to hear if it recurs.
Themes
As at Fri 9 Oct 2026Theme
Growth adoption check-in
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 admin guide and set up a 30-minute dashboards planning call.
- Rebecca Ainsworth to ask her IT lead about the archive and approach the senior underwriter.
- Marcus Bell to send quarterly review options for early in the new year.
Risks
As at Fri 9 Oct 2026- Underwriting use is thin and the team went back to spreadsheets in renewal season.
- Older policy answers feel incomplete, which may erode underwriters' trust if the archive stays unconnected.
- The term ends in January 2026 and the renewal conversation has not yet started.
Opportunities
As at Fri 9 Oct 2026- Connect the older policy archive as a further source within the Growth connector allowance.
- Run a dashboards training session and bring underwriting along to find a champion there.
- Use Rebecca's renewals-meeting comment as the value statement for the next review.
Transcript
Marcus BellMorning, Rebecca. Can you hear me all right? I've had a few calls this week where the sound dropped out halfway through.
Rebecca AinsworthMorning, Marcus. Yes, loud and clear. Can you hear me? I've moved to the small meeting room because the open-plan floor is full of people on the phones today.- Marcus BellPerfect, yeah. Sounds fine. Busy week, then?
- Rebecca AinsworthBusy in a good way, mostly. Can I tell you something that happened first? It's the reason I was keen to keep this call in the diary.
- Marcus BellOf course. Go for it.
- Rebecca AinsworthSo we've got a primary school in the north of the region, they've been with us a long time. The head rang on Tuesday, a bit tearful honestly, because they'd had a burst pipe over the weekend and the hall was flooded. And the relationship manager who picked it up, one of the newer ones, she already knew about the claim from two years back on the same building. She knew who they'd spoken to on the helpline, and she knew the head had mentioned the boiler last time.
- Marcus BellThat's great to hear. She found all that in B-Viz?
- Rebecca AinsworthShe asked it, yes. Typed something like, what do we know about this school and its building, and it pulled the policy, the old claim and the notes from the call together. The head said, and I'm quoting here, it was lovely not to have to explain it all again. That's the whole point for me. Let's not make them tell us twice.
- Marcus BellThat's exactly the sort of story I like to hear. I'll make a note of it, if that's okay. It's useful for when I'm talking to other teams on your side.
- Rebecca AinsworthPlease do. Just keep the school's name out of it.
- Marcus BellUnderstood, no names. Right, so what I wanted to do today is share my screen and walk you through the numbers. I've pulled the numbers for the last quarter, and then I'd like to hear what's coming up on your side, particularly underwriting and claims. Does that work for you?
- Rebecca AinsworthThat works. Is it going to be a long one? I've got a team meeting just before eleven.
- Marcus BellWe've got the thirty-four minutes booked, and I'll keep to it. Let me just get the screen up. Bear with me, it's being slow today.
- Rebecca AinsworthTake your time.
- Marcus BellThere we go. Can you see it? It's the usage summary for Kelbrook.
- Rebecca AinsworthI can see it. It's a bit small, but I can read the headings.
- Marcus BellI'll zoom in. Okay, so the headline is that active users are up by nearly a third compared with the quarter before. On a typical day you've got about eighteen people actually in there. And you've got eighty licences, so you're a long way under what you're paying for, which I'll come back to, because I don't think that's a bad thing at this stage.
- Rebecca AinsworthRight. Eighteen sounds low when you say it against eighty. Is that what you'd expect?
- Marcus BellIt's a fair question. For a company that bought it for three teams and is still in its first year, it's healthy. The direction matters more than the level, and the direction is up. Most accounts I look after go flat after the first few months, and yours hasn't.
- Rebecca AinsworthThat's the relationship managers mostly. They've got into the habit of checking before they ring anybody. I'm quite strict about it, I'll admit. I say to them, if you haven't asked it, you haven't prepared.
- Marcus BellIt shows. If I scroll down to questions asked, the biggest chunk is coming from member services. And it's spread across quite a few people, which is good. I look for accounts where one person asks most of the questions, because if that person goes on holiday or leaves, usage falls off a cliff. That isn't the case with you.
- Rebecca AinsworthIs it me? Honestly, I'd be surprised, but I do use it a lot.
- Marcus BellYou're near the top, yes, but you're not dominating. A few of the relationship managers are asking more than you are, so that's fine.
- Rebecca AinsworthGood. I'll tell them. They'll be thrilled.
- Marcus BellNow, the other side of the picture. Underwriting and claims. They're in the numbers, but a lot lower than member services. Is that what you'd expect to see?
- Rebecca AinsworthYes, and it's a bit of a worry for me, to be honest. Underwriting have dipped in and out. They tried it when it was first switched on, and a couple of them were impressed, but then renewal season came along and everyone went back to their spreadsheets.
- Marcus BellThat's common. What do you think held them back? Was it a particular thing, or just habit?
- Rebecca AinsworthMostly habit. But there was one thing. An underwriter said the answers about older policies didn't always feel complete. And I said, is that the whole picture? Because I wasn't sure if it was the tool or if it was the data we'd given it.
- Marcus BellRight. That could well be the second one. Let me look at the connectors. Hang on, I'll flip to that tab.
- Marcus BellOkay. So records indexed have gone up steadily across the quarter, no flat spots, nothing that's stopped loading. All the connectors you've set up are syncing every night. So on the technical side it looks clean. If the older policies feel patchy, it may be that those records live somewhere we haven't connected yet.
- Rebecca AinsworthThere's an archive, yes. The older policies were migrated years ago, and I think some of the paperwork never made it into the main system. Our IT lead would know better than me.
- Marcus BellWould it be worth the three of us, you, me and someone from IT, having a quick conversation about that? I'm happy to jump on a call. I don't want to promise anything until I know what's in there, but at least we'd know whether it's possible.
- Rebecca AinsworthI'd like that. Let me ask him when he's free. He's in and out of meetings at the moment.
- Marcus BellNo rush. Next week, the week after, whatever suits him. Just so you know, you've got room on connectors under Growth, so adding a source wouldn't be a big conversation.
- Rebecca AinsworthGood. That was going to be my next question.
- Marcus BellOkay. Tickets now. You've raised five in the last month, and none of them were high priority. Let me read them out. Two were how-to questions, someone wanting to save a search and someone asking how to share a page. One was about a user who couldn't log in after changing teams. And two were about the data being a day behind on a particular morning.
- Rebecca AinsworthYes, I remember the day behind one. Somebody noticed the policy count was different from what the helpline had. Was that on your side?
- Marcus BellFrom what I can see, the nightly refresh ran late that morning and then caught up later in the day. Support answered both tickets well within what's agreed for Growth. I've checked the timestamps myself. But I'd rather you told me if it happens again, because one-off is fine, a pattern is something I'd want to dig into.
- Rebecca AinsworthI'll tell the team to flag it to you as well as raising it with support. Though I'd say, five tickets from a team using it this much is nothing. Honestly, I expected more.
- Marcus BellI read it the same way. Few serious problems and a lot of use. That's the combination I like.
- Rebecca AinsworthMm. Good.
- Marcus BellOkay, the next thing I wanted to show you is dashboards. Growth includes the dashboards builder, and I can see somebody in your team has built a few. Do you know who?
- Rebecca AinsworthThat'll be one of my team leaders. She's got a thing about wanting to see the week's calls by reason. She built it herself on a quiet afternoon and then showed everybody at the Monday meeting. It was quite a moment.
- Marcus BellThat's brilliant. When a customer builds their own dashboards, it tells me they're investing in it. Has anyone else asked how to do it?
- Rebecca AinsworthTwo or three have. I've said she can show them, but I wonder if a proper session would be better. Something from you, maybe? Nothing too formal.
- Marcus BellYes, I can do that. A one-hour training session on dashboards, aimed at team leaders, and I can record it so people who miss it can watch later. Shall we book thirty minutes first to agree what you'd like covered?
- Rebecca AinsworthLovely. Yes. And can we bring the underwriting people along? If they see what member services have done, it might nudge them.
- Marcus BellThat's a good idea. Is there someone in underwriting you'd want as the person who owns it on their side? A sort of champion, like you are for member services.
- Rebecca AinsworthHmm. There's a senior underwriter who was one of the keener ones early on. I'd have to ask him whether he's got the time. He's quite protective of his week.
- Marcus BellUnderstood. No pressure. Even if it's just someone who's willing to try three or four questions a week and tell us what's missing, that would help us a lot.
- Rebecca AinsworthI'll have a word. And claims? Do you have anything on claims?
- Marcus BellClaims are the smallest group. A handful of people, and one of them is quite active. Is that who you were thinking of?
- Rebecca AinsworthProbably. She's lovely. She told me last week that she used to spend the first twenty minutes of every complex claim reading through the history, and now she asks and gets a summary. She still checks it, mind. I'd never want anyone to just trust it.
- Marcus BellNo, quite right. It's meant to get them to the facts quicker, not decide anything for them.
- Rebecca AinsworthAnd I'd never want it to be used to promise a member an outcome. That's not what it's for.
- Marcus BellAgreed. Good boundary.
- Marcus BellRight, let me stop sharing for a second so I can see you properly. That's better. Can I ask a slightly different question? How is it being talked about internally? Not the usage, the feeling.
- Rebecca AinsworthThat's a nice question. I'd say it's gone from the new thing to just how we do it. Which is where you want it. The people who were sceptical at the start, there was a chap on the helpline who said it would never understand our members, they've gone quiet. I think quiet is a good sign.
- Marcus BellHa. Quiet's usually good, yes.
- Rebecca AinsworthAnd senior people have noticed. The renewals meetings are different now. They used to start with ten minutes of finding the paperwork, and now they start with the member. That's the thing I say when anyone asks me what we got for the money.
- Marcus BellThat's useful to know. People often struggle to say what a tool is worth, and you've just put it better than I would. Would you mind if I wrote that down so we have it for the next review?
- Rebecca AinsworthGo on, write it down. It's true.
- Marcus BellThank you. While we're on the subject of what you pay, just so everything's on the table, you're on Growth at £55,800 a year, and that matches the order form and what's been invoiced, so there's nothing odd on that side. I'm not going to get into the commercial detail, that's Tom's area as your account owner, but I wanted you to know that we've checked it.
- Rebecca AinsworthThat's reassuring, thank you. We signed for two years, so I'm not expecting anything on that for a good while. Though I do know it ends in January 2026, and it'll come round quicker than I think.
- Marcus BellIt will. That's why I'd like us to keep these check-ins going, and have the quarterly reviews in the diary, so that when the time comes nobody's guessing about the value. We'll have the numbers and the stories side by side.
- Rebecca AinsworthSensible. I'd rather have it on paper before anyone asks.
- Marcus BellExactly. That's how I'd like to do it.
- Rebecca AinsworthCan I raise something that's slightly off the list?
- Marcus BellPlease do.
- Rebecca AinsworthWe've had a couple of new starters join member services, and I'm not sure how they get set up. Last time it was a bit ad hoc. Someone emailed IT, IT emailed you, there was a day or two when the new person was just sitting there.
- Marcus BellRight. Well, you've plenty of spare licences, so it's not about numbers. It's more about who can add someone. Have you got an admin at your end who can do it directly?
- Rebecca AinsworthWe have two, I think. Me and someone in IT. I've not really done it myself.
- Marcus BellThen I'll send you a short guide. It's about four steps. And if you like, I can walk you through it once and you can do the next one yourself. Takes five minutes.
- Rebecca AinsworthYes, please. I'd feel better knowing I could do it myself. I don't like waiting on other people.
- Marcus BellFair enough. I'll put that in the follow-up email, along with the dashboards session and the archive question.
- Rebecca AinsworthLovely. Is there anything else on your list? I've been talking a lot.
- Marcus BellNot really, no. The one other thing is just the quarterly review, I'd like to put that date in soon, because diaries fill up. Do you want me to send a few options for the new year, or would you rather it was sooner?
- Rebecca AinsworthSend options. Early in the new year is better for me, after the festive rush. And invite the senior underwriter, if he agrees. It'd be good for him to hear it.
- Marcus BellWill do. So just to recap before you go. I'll send you the usage summary and the admin guide. I'll set up thirty minutes to plan the dashboards session. You'll ask your IT lead about the archive, and you'll have a word with the senior underwriter about being the champion on his side. Have I missed anything?
- Rebecca AinsworthI don't think so. Oh, and the flag-it-to-you thing, if the data's behind again. I'll tell the team.
- Marcus BellYes, thank you. That too.
- Rebecca AinsworthMarcus, thank you. I do mean it. It's easy to forget that somebody's watching this from your side, and it's nice to know you are.
- Marcus BellThat's kind. It's easy when people are using it. Honestly, the accounts that worry me are the ones I never hear from.
- Rebecca AinsworthWell, you'll hear from me. Probably more than you want.
- Marcus BellNever too much. Right, I'll let you get to your team meeting. Enjoy the rest of the week, and I'll get that email over this afternoon.
- Rebecca AinsworthBrilliant. Speak soon, Marcus. Bye for now.
- Marcus BellSpeak soon, Rebecca. Bye.
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