Kelbrook Mutual Insurance / BG-Demo – QBR
Callcompleted
Kelbrook Mutual Insurance · 9 Dec 2024 13:45
QBR with the CFO present. Malcolm Hebden questioned value against 80 licences and asked for renewal terms in writing for the board. Tom Ashdown declined to quote a price and promised a note.
What was said
What this says
As at Fri 9 Oct 2026QBR with the CFO present. Malcolm Hebden questioned value against 80 licences and asked for renewal terms in writing for the board. Tom Ashdown declined to quote a price and promised a note.
What happened: Marcus Bell led the QBR on tickets, usage and dashboards. Malcolm Hebden, the CFO, joined and challenged what the contract commits Kelbrook to.
Customer view: Malcolm said he would prefer evidence with its base to a figure without, and was encouraged but wants proof. Rebecca said she agrees nothing without Malcolm.
Commercial: The contract is Growth at £56k a year, flat for the term. The order form runs to 16 Jan 2026 and the renewal date is 17 Jan 2026. Tom would not quote a renewal price and will send a note early in the new year.
Watch: Malcolm sees about a fifth of licences in daily use. Underwriting is thin, and a value case for the board is owed.
Themes
As at Fri 9 Oct 2026Theme
QBR and renewal terms
Importance
renewal
Sentiment
mixed
Voice
decision-maker
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Tom Ashdown to send Malcolm and Rebecca a written renewal note with base figure and term options, early in the new year.
- Marcus Bell to send the usage summary with who is asking, and a how-to note on searching.
- Rebecca Ainsworth to speak to the head of underwriting, then Marcus Bell to book a 30-minute session.
Risks
As at Fri 9 Oct 2026- The CFO sees low daily use against 80 licences and wants evidence of value before the board cycle.
- No renewal price has been given, and the price list is not static, so the renewal could surprise Malcolm.
- Underwriting use remains thin and no sponsor there is yet confirmed.
Opportunities
As at Fri 9 Oct 2026- Add the member survey results as a fourth connector within the Growth limit of eight.
- Bring underwriting into a session on Kelbrook's own data to widen use inside existing licences.
Transcript
Marcus BellAfternoon, everyone. Can you hear me all right? I'll just get my screen up in a second.
Rebecca AinsworthAfternoon, Marcus. Yes, loud and clear. Tariq's still on mute I think.
Tariq MahmoodSorry, yes. Afternoon all. Can you hear me now?- Marcus BellPerfect. Tom's joining as well, I think he's just wrestling with his headset.
Tom AshdownHere, here. Sorry, lads, sorry Rebecca. Afternoon. How's your week been? Is it all Christmas parties and nothing getting done yet?- Rebecca AinsworthHa, not quite. I'll tell you what sort of week it's been, actually. A church in a small village rang the helpline on Friday, they'd had a bit of water damage to the vestry. And the lovely thing was the person on the phone could see the policy, the earlier survey notes and the last conversation we'd had with the churchwarden, all in one go. She didn't have to ask them to explain it all again.
- Rebecca AinsworthThat's what I keep saying to people. Let's not make them tell us twice. It's a small thing but the churchwarden mentioned it twice in the call.
- Tom AshdownThat's champion, that. No drama, that's exactly what we want to hear.
Malcolm HebdenGood afternoon, all. Apologies, I was finishing something. Marcus, before we start, may I ask what has changed since the last order form? I only ask so I know what I'm looking at today.- Marcus BellGood question, Malcolm, and it's a short answer. Nothing has changed on the contract. You're on Growth, two-year term, and the contracted figure is fifty-five thousand eight hundred a year, £55,800. That matches what's been invoiced, and there's nothing overdue on our side.
- Malcolm HebdenThank you. Over the full term, please, that's the same figure each year, yes? No step in the second year?
- Marcus BellSame each year as per the executed order form. Tom, shout if I've got that wrong.
- Tom AshdownNo, that's right. It's flat for the term. Anything about what happens at the end, I'll come back to that, because I don't want to quote you anything off the top of my head.
- Malcolm HebdenUnderstood. Please do come back to it, with its base. Go on, Marcus, I've interrupted you enough.
- Marcus BellNot at all. Right, so what I want to cover today is three things. First, how people are using B-Viz, I've pulled the numbers. Second, the support tickets, and Tariq I know you'll have views. Third, where we could get more out of it, particularly with underwriting and claims. Then we'll agree who does what. Is that all right?
- Rebecca AinsworthThat's fine by me.
- Tariq MahmoodCan I start with the open tickets? Only because it'll colour how I talk about the usage.
- Marcus BellGo for it.
- Tariq MahmoodSo, in the last month we've raised five. None of them were high priority, none of them stopped anybody working. A couple were the helpline system's overnight load finishing later than I'd like on a few mornings. I'll check last night's load again after this call, but as far as I can tell it was back on time. That's a mapping question more than anything, there was a field renamed on our side.
- Tariq MahmoodAnd then there were a couple of how-to questions from relationship managers, one about filtering by policy type, and one that I think was just somebody who hadn't been told about the saved searches.
- Marcus BellRight, mm. And I've got those on my screen. The one about the late load, was that resolved to your satisfaction?
- Tariq MahmoodResolved, yes. I didn't want to guess at the cause so I waited for your engineers to confirm. They said the refresh had finished late because the source changed, which matched what I'd found. I've since told Rebecca what I changed in the mapping, so nobody's surprised.
- Rebecca AinsworthHe did, yes. Thank you, Tariq.
- Marcus BellGood. And for the record, Growth gets a one business hour first response on a P1, we've not had one this period, so that wasn't tested. The other four were all inside our normal times. I've checked the timestamps rather than going on the wording.
- Malcolm HebdenIs five tickets a lot? I've no way of judging that.
- Marcus BellHonestly, no. For a team your size using it as much as you are, five in a month with none urgent is healthy. It tells me people are poking at it and asking things, not walking away from it. It's the accounts that go quiet that I'd look at harder.
- Malcolm HebdenVery good. Members' money, not ours, so I like to know we're not paying for something that's falling over.
- Marcus BellFair. So, usage. Let me share the screen properly. Can you see it? It's the dashboard for the quarter.
- Rebecca AinsworthI can see it, yes. It's a bit small but I can read the headings.
- Marcus BellI'll make it bigger. There. So, active users. Over the last thirty days it averages out at about sixteen or seventeen people a day, and that's up around a tenth on the quarter before. It's a steady climb, not a spike, which I prefer.
- Malcolm HebdenAnd we're licensed for how many?
- Marcus BellEighty. So 80 licensed users and sixteen or seventeen using it on an average day.
- Malcolm HebdenThen forgive me, Marcus, that sounds like we are using a fifth of what we pay for. What does that commit us to, and is it too much?
- Marcus BellIt's a fair challenge. I'd say two things. One, the daily average isn't the same as who's logged in over the month, a lot more people dip in than appear on any single day. Two, I'd rather not tell you that you need all eighty on every day, because it doesn't work like that. Relationship managers use it before a member meeting, not all day long.
- Rebecca AinsworthThat's right. It's used around renewal meetings. The week before a school's renewal, the relationship manager's in there every day. The rest of the month, not so much. Is that the whole picture, though, Marcus? Is there something showing who isn't using it?
- Marcus BellThere is, yes. Give me a second. Right, so the heaviest use is member services, which is no surprise. Then there's a smaller group in claims. Underwriting is where it's thinnest. A few people have logins and they've asked a handful of questions, but not much.
- Tom AshdownWhich is where I'd say the headroom is, if you like. You bought it for member services, underwriting and claims to see the same member together, and at the moment it's mostly the first of those.
- Malcolm HebdenThank you, Tom. That is more or less what I wanted to hear said plainly.
- Marcus BellAnd on questions asked, which I think is the best single measure, they're up on the last quarter too. Not dramatically. What I'd flag is that it's spread across a decent number of people, it isn't one or two power users carrying it. If one person left tomorrow it wouldn't dent it.
- Rebecca AinsworthI'm glad about that, because I was a bit worried it was just me and a few of the relationship managers.
- Marcus BellNot at all. You're in the top few but you're not dominating. Tariq asks a fair amount too, mostly about data checks.
- Tariq MahmoodWhich member number is that, I always say. Yes, I use it to check that the record in policy matches the record in claims. It's saved me a lot of spreadsheet work.
- Tom AshdownHa, there you go, that's your value case right there. Fewer spreadsheets.
- Malcolm HebdenIs there a way to put a number on that, Marcus? For the board. Time saved, or something of the kind.
- Marcus BellI'd be wary of inventing a figure for you, Malcolm, and I don't have one that I'd stand behind. What I can do is pull together what people have asked and what they've used it for, and Rebecca can add the stories. Then it's your evidence, not mine.
- Malcolm HebdenThat is acceptable. I would prefer evidence with its base to a figure without.
- Rebecca AinsworthI can do the stories. The vestry one, for a start. And there was a school last month where the relationship manager spotted a claim and a complaint call together and rang them before they rang us.
- Marcus BellThat's the sort of thing. Okay. The other bit I want to show is the dashboards. Growth includes the dashboards builder, and I can see that a couple have been built on your side. Tariq, is that you?
- Tariq MahmoodMostly me, yes. One is for load health, so I can see each morning whether everything finished. The other is a view of members with open claims and a recent helpline contact.
- Marcus BellGood, and that shows you're investing in it yourselves, which is what I like to see. Has anyone in underwriting asked for one?
- Tariq MahmoodNot yet. I think they don't know what they could ask for. I've offered, but I'm not sure they believe it's quick.
- Rebecca AinsworthI think that's fair. They're a different crowd. They think in terms of schedules and risk rather than members. What does the member see, that's my question, and they ask what the risk looks like. It's the same data really.
- Tom AshdownCould we do a session with them? Marcus could walk through it on your own data, a bit like we did in the first place. Half an hour, nothing heavy. Let's get something in the diary.
- Marcus BellHappy to jump on a call with them. Shall we book thirty minutes in the new year, once the festive period is done? I'd ask Rebecca who from underwriting should be there.
- Rebecca AinsworthI'll have a word with the head of underwriting and come back to you. I won't promise they'll come, but I think they will if I frame it right.
- Malcolm HebdenMay I ask, would that need any additional licences, or change the contract?
- Marcus BellNo. You've got eighty licensed users and you're nowhere near that on a daily basis, so any underwriters would sit inside what you've already got. That's one for Tom if it ever changes, but I wouldn't expect it to.
- Tom AshdownRight. If you ever wanted more, I'd tell you what it costs and confirm it in writing. I'm not going to guess. But there's no need at the minute.
- Malcolm HebdenThank you. I will say that I'm much happier with a supplier who tells me I don't need to buy something.
- Tom AshdownHa, well, we'd like you to be here for a long time.
- Tariq MahmoodCan I raise one thing about connectors? Marcus, you've got the three systems we connected, policy, claims and the helpline. We've talked about adding the member survey results. Is that something we can do within what we have?
- Marcus BellLet me check. Growth includes eight connectors and you're using three at the moment, so there's room. I can't promise how long a particular one would take, that depends on the source and I'd have to ask the engineers. But there's no reason it isn't allowed.
- Tariq MahmoodThat's all I need to know. I'll write up what we'd want out of it and send it to you. I won't send any member data over email, obviously, just the field descriptions.
- Marcus BellThat's exactly right, thanks Tariq.
- Rebecca AinsworthI'd tell Tariq not to change anything in the mapping until we've talked about it, though. Last time was fine, but I like to know.
- Tariq MahmoodAlways. I'd never do it without telling you first.
- Malcolm HebdenNow, if I may, Tom. The order form runs to 16 Jan 2026, and I understand the renewal date is 17 Jan 2026. That is some way off, but the board plans in cycles, and I would prefer to know the shape of it early. What would that commit us to, and for how long?
- Tom AshdownFair enough, and thanks for asking now, rather than in the autumn before. So, honestly, I don't want to quote you a figure today from memory, because the price list isn't static and I'd rather give you something correct. What I can say is that the current term is flat at the contracted figure and that Marcus will be in touch about the renewal in good time before the end, as he normally does.
- Malcolm HebdenI appreciate the candour. Will you put it in writing, with the base figure and the term?
- Tom AshdownLeave that with me. I'll send you a short note setting out what renewal looks like, what it's based on and the options on length of term. I'll do it before the end of the year, if I can, and if not, early in the new one.
- Malcolm HebdenEarly in the new year will do. I'll want to take it to the board in any case, so I'd rather it came with its base.
- Rebecca AinsworthAnd I don't agree anything without Malcolm, so you know. If Tom sends terms, they go to Malcolm and me together.
- Tom AshdownUnderstood. Both of you.
- Marcus BellFrom my side, I'll do the renewal conversation properly nearer the time, with a fuller picture of usage. What we've got today is a good starting point.
- Malcolm HebdenCan I ask a slightly different question? If we use it more, does the price go up?
- Marcus BellNot within what's included, no. It's the licensed users and the connectors that are the limits. If you went over those, then it's a conversation with Tom. At the moment you're well inside both.
- Malcolm HebdenGood. That is what I understood.
- Rebecca AinsworthCan I come back to something on the usage? It's about the way people log in. A couple of the relationship managers said it takes a while to find the member they want if the name's common. Is that something the search can do better?
- Tariq MahmoodThat's a mapping question really, or it's about which field people search on. I've seen it. If they search by member number it's instant, by surname it's slower and returns more than they'd like. I'd suggest we tell them to use the member number where they have it.
- Marcus BellI can do a short how-to note on that. Searching by member number, using saved searches, filtering by policy type. A page, nothing long. Would that help?
- Rebecca AinsworthIt would. Tariq can send it round, or I can bring it up at the team meeting.
- Tariq MahmoodI'll send it round once I've read it. I'll check it matches how we actually name things.
- Marcus BellPerfect. So that's one for me. Let me note these down. Number one, the usage summary with the questions and who's asking, to Malcolm and Rebecca. Number two, the short how-to note. Number three, the session with underwriting, once Rebecca has had her word. Number four, Tom's note on renewal. Number five, Tariq's description of the survey data. Have I missed anything?
- Rebecca AinsworthI'll add the member stories. I'll send you a few lines, no names of members, obviously.
- Marcus BellOf course. Thank you.
- Malcolm HebdenOne more point, if I may. The summary for the board. Could it show the contracted amount against what we have been invoiced? I like to see the two side by side.
- Marcus BellI can include the contracted figure, which is £55,800 a year, and say the invoices match it. I'd get the finance side of that confirmed on our end before I put it in writing, just to be sure.
- Malcolm HebdenPlease do. Thank you.
- Tom AshdownI can give you a hand with that, Marcus. I've got the order form somewhere. I'm not saying it's tidy, but I've got it.
- Marcus BellHa, I'll find it in the shared folder, Tom.
- Rebecca AinsworthBefore we go, can I say something general? When we first brought this in there was a lot of scepticism. People thought it was another system to log into. Now I hear them say they'd miss it, which is about the best compliment I can imagine.
- Tom AshdownThat's lovely to hear, Rebecca. I'll pass it on to the team.
- Malcolm HebdenI would add, for balance, that I would still like to see the evidence. But I am encouraged.
- Marcus BellThat's a fair balance, and I'd say the same in your position.
- Tariq MahmoodI think we've covered everything I had. I'll keep an eye on the morning load and tell you if anything slips.
- Marcus BellThanks, Tariq. Then I think we're done, a bit early. Everybody's fine with the actions? I'll send a short email this afternoon listing them.
- Rebecca AinsworthThat's fine. Thank you both, it's been useful.
- Malcolm HebdenThank you, all. Good afternoon.
- Tom AshdownCheers, everyone. Have a good Christmas when it comes, speak soon.
- Tariq MahmoodThanks, all. Bye.
- Marcus BellBye, everyone. Thanks.
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