Kelbrook Mutual Insurance / BG-Demo – QBR
Callcompleted
Kelbrook Mutual Insurance · 10 Mar 2025 15:15
Quarterly review on 10 Mar 2025. Usage is rising and spread across people, but the CFO Malcolm Hebden questioned what eighty licences deliver and asked for written terms before the Growth term ends on 16 Jan 2026.
What was said
What this says
As at Fri 9 Oct 2026Quarterly review on 10 Mar 2025. Usage is rising and spread across people, but the CFO Malcolm Hebden questioned what eighty licences deliver and asked for written terms before the Growth term ends on 16 Jan 2026.
What happened: Marcus Bell confirmed Growth at £56k a year, invoiced and nothing overdue. Daily active users are sixteen or seventeen, up by nearly a fifth on the quarter before, and questions are spread across people.
Customer view: Rebecca Ainsworth is a clear champion and gave a member-call story as proof of value. Malcolm tests every commitment against members' money and asked what eighty licences buy.
Commercial: Malcolm wants usage from the start of the term with its base, a plain statement of what B-Viz has done for members, and the end-of-term position. He said nothing multi-year goes ahead without the board.
Watch: Malcolm asked what a late refresh would cost contractually, and Marcus deferred to Tom, who owns the commercial side. The evidence does not show the written answer or any renewal decision.
Themes
As at Fri 9 Oct 2026Theme
Value case before renewal
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- Marcus Bell to send monthly active users from the start of the term, by team, with questions asked.
- Marcus to ask Tom to confirm Growth service credits in writing and to write to Malcolm with figures ahead of renewal.
- Marcus to book the status-code session with Tariq Mahmood and offer claims handler training slots.
Risks
As at Fri 9 Oct 2026- The CFO questions licence value against daily active users and needs a usage base he can defend to the board.
- A late overnight refresh raised a service credit question that is unanswered, as Growth credits cover availability only.
- The CFO will not commit to anything multi-year without the board.
Opportunities
As at Fri 9 Oct 2026- More claims handlers can join within the existing eighty Growth licences through a training session on their own data.
- A live walkthrough of a member page at the next review could convert the CFO from sceptic to supporter.
Transcript
Marcus BellHello, hello. Can you hear me all right? I've got the little green bar moving on my side.
Tariq MahmoodYes, loud and clear. Afternoon, Marcus.- Marcus BellAfternoon, Tariq. Just us two for the moment, I think. Rebecca said she might be a couple of minutes behind.
- Tariq MahmoodShe's finishing a call with a member, I saw her go past. While we wait, can I start with the open tickets? Just so they're not forgotten at the end.
- Marcus BellGo for it. I've got them on my screen as well, but you know them better than I do.
- Tariq MahmoodThere are two that came in this past month. One was a how-to, someone in underwriting wanting to filter pages by policy type, and that's closed. The other was the priority one, an overnight load that hadn't finished when the team logged on. I'll check last night's load again after this call, but as far as I can see it's been clean since the fix.
- Marcus BellGood. Yes, that one was handled quickly, and I've got it down as resolved on our side too. If it comes back, tell me straight away and I'll get it in front of the support team.
- Tariq MahmoodWill do. I don't want to guess at a cause if it repeats, so I'll send you the load times rather than just saying it felt slow.
Rebecca AinsworthSorry, sorry, I'm here. Is the sound working? Hello?- Marcus BellWe can hear you, Rebecca. No need to apologise, we've only just started.
- Rebecca AinsworthLovely. Let me tell you why I was late, because it's rather the reason we bought the thing. A member rang this morning, a little primary school, they'd had a leak in the roof over the Christmas holidays and they wanted to know where the claim had got to.
- Marcus BellRight, and was that the sort of call where the adviser had to go hunting?
- Rebecca AinsworthThat's the point. A year ago the person on the phone would have had three screens open and asked the head teacher to repeat everything. This time she had the policy, the claim and the last two conversations on one page, and she started the call with, I can see we spoke to your caretaker last week. The head teacher said thank you, which they don't always do.
- Tariq MahmoodWhich member number was that? Not to share here, I'm only thinking whether it's one of the records I tidied in the autumn.
- Rebecca AinsworthI'll find out and tell you afterwards, not on a recording. But let's not make them tell us twice, that's what I keep saying to the team.
- Marcus BellThat's a good one to start on. Is Malcolm joining us, do you know?
Malcolm HebdenGood afternoon, I am here. I was on mute and then rather confused about the button. Apologies.- Marcus BellAfternoon, Malcolm. Right, that's all four of us. I'll share my screen and say what I'd like to cover, and then please jump in wherever you like.
- Marcus BellCan you see the usage report? Good. Three things. First, how people are using B-Viz, what I've pulled from the last quarter. Second, the two tickets, which Tariq has just kindly covered. Third, what you want from the next stretch, including a look at the contract end next January so there are no surprises.
- Malcolm HebdenThank you. May I ask first what has changed since the last order form? I would like to understand whether anything on your side has moved, in the product or in the terms.
- Marcus BellFair question. On the terms, nothing has moved for you. You're on Growth, on the two-year term that started on 17 Jan 2024, and it runs to 16 Jan 2026. The order form is for £55,800 a year, and that's what's been invoiced.
- Malcolm HebdenYes, that agrees with what our finance team has. Fifty-five thousand eight hundred a year, invoiced against that, and nothing outstanding on our side. I wanted to hear you say it, because I read every commitment against the members' money.
- Marcus BellUnderstood, and from our records there's nothing overdue either. As for the product, it's the same Growth tier. Several teams, the dashboards builder, and these quarterly reviews. What has changed is mostly how you use it.
- Malcolm HebdenThen let us look at that. Please go ahead.
- Marcus BellSo, active users. Over the last thirty days the average is sixteen or seventeen people a day, and that's up by nearly a fifth on the quarter before. I've put the line on the chart there. You can see it climbing from about November.
- Rebecca AinsworthThat will be the helpline team. We moved two more of the relationship managers onto it before Christmas and told them to use it before every renewal meeting, not just when they remembered.
- Marcus BellThat fits. The questions asked have gone up as well, and what I like is that it's spread over a good number of people. It isn't one person asking most of them, which is the thing I look for.
- Tariq MahmoodIs that right? I'd have said I was asking a lot of them.
- Marcus BellYou're up there, Tariq, but you're not alone. I'll send you the breakdown by team, no names in the email, so you can see it yourself.
- Malcolm HebdenMay I ask about the licences? We have eighty licensed users. If sixteen or seventeen are active on a given day, what are we paying for in the remainder?
- Marcus BellIt's a fair way to look at it, and I'd rather give you the honest picture than a flattering one. Eighty is what the Growth order form includes. Not everyone logs in daily, and daily isn't what most people would do. The number who have used it in the month is higher than the daily average, I can pull that for you.
- Malcolm HebdenI should like that, please. Over the full term, not just the latest month.
- Marcus BellYes, I'll do it from the start of the term, so you can see the shape from the first month. Happy to jump on a call with your finance team and walk through it if that helps.
- Rebecca AinsworthMalcolm, if I can say something here. Is that the whole picture? The daily number undersells it. Underwriting and claims are not all in front of a screen every day, they dip in when a case needs it. I would rather they used it when it matters than logged in for the sake of a graph.
- Malcolm HebdenThat is helpful, Rebecca, and I am not criticising. I am asking what we can say to the board about members' money, and a number with its base is easier to defend.
- Rebecca AinsworthOf course. Then let's get you the base.
- Marcus BellRight, I'll note that down. Monthly active users from the start of the term, by team, and questions asked alongside. That goes to Rebecca and Malcolm, and Tariq if he wants it.
- Tariq MahmoodYes please. I'll check it against what I see on the admin side before anyone quotes it.
- Marcus BellSensible. Now the connectors. Next slide. You've got policy, claims and the helpline system wired in, plus the others from the original plan. Records indexed have kept growing, no flat lines, so nothing has quietly stopped loading.
- Tariq MahmoodThat matches what I see. The one morning when the load ran late was the priority ticket. Apart from that it's been finishing before the team comes in. The refresh is meant to be complete by seven in the morning, and it has been on every other business day I've looked at.
- Marcus BellYes, 07:00 is the commitment on every tier. I don't want to promise anything about fixes beyond that, you'll understand, but if it slips again I'd like to know the same day.
- Tariq MahmoodI'll tell you the same day.
- Malcolm HebdenWhat would a late load cost us, if it were to happen more than once? I mean contractually.
- Marcus BellHonestly, that's one for Tom, who owns the commercial side of your account. On Growth the service credits are for availability. A late refresh is something we'd want to fix and talk about properly, but I won't give you a wrong answer from memory. I'll ask Tom to confirm it in writing, against your order form.
- Malcolm HebdenThank you. I would rather have it in writing than from memory, yours or mine.
- Marcus BellQuite right. I'll copy you in on it.
- Rebecca AinsworthCan I ask about dashboards? Tariq has built a few, and the board pack uses one. What does the member see, though? That's what I keep coming back to. Could we get something in front of the relationship managers that isn't a chart?
- Marcus BellYes. The pages are the thing for that. A page per member that pulls the policy, claims and calls into one view, which is what your adviser had this morning. The dashboards are more for you and Tariq and the board.
- Tariq MahmoodThat's a mapping question, really. If the page is to show the claim status properly, I need the status codes from the claims system lined up with what the advisers call them. At the moment two of them mean the same thing.
- Rebecca AinsworthTariq, you will tell me before you change any of that? I don't want an adviser telling a church that a claim is closed when it's only paused.
- Tariq MahmoodI won't change a mapping without telling you first. I'll write the two options down and we can pick together.
- Marcus BellThat sounds right. And if it would help, I can book half an hour with Tariq and one of our engineers to go through the status codes. No promises on timing from me, but we can at least agree what you want.
- Tariq MahmoodYes, half an hour would do it.
- Marcus BellI'll send an invite after this. Now, the other thing I wanted to ask. Is there a team that isn't using it yet that you'd like to be?
- Rebecca AinsworthUnderwriting is using it, but mostly the same few people. Claims handlers, I'd like more of them. They're the ones who speak to members when it's difficult, when a roof has come in or a church hall has flooded.
- Malcolm HebdenI would add that I would not want to commit to anything that adds cost without the board seeing it. If the claims handlers are already within the licences we have, that is a conversation about training, not about money.
- Marcus BellExactly. You've got eighty licences, plenty of headroom, so no additional cost to bring more claims handlers on. It's a training matter. I could run a session for them, a walkthrough on their own data, so it's real cases and not a demo.
- Rebecca AinsworthI'd love that. Could it be on a day when they're not flat out on the phones? Mid-week, early afternoon is quietest.
- Marcus BellMid-week afternoon, noted. I'll suggest a couple of slots in the next few weeks and you tell me which works.
- Tariq MahmoodI can help with the setup beforehand, so each handler sees only what they should. I'll check the permissions this week.
- Rebecca AinsworthGood. Thank you, Tariq.
- Marcus BellMalcolm, you've been quiet on this bit. Anything you'd want in the next quarterly review that would help you take it to the board?
- Malcolm HebdenYes. Three things, if I may. First, the usage with its base, which we have agreed. Second, something that says in plain terms what this has done for the members, even if it is a handful of examples from Rebecca's team. Third, a clear statement of what happens at the end of the term, and when you would need to hear from us.
- Rebecca AinsworthI can do the examples. I'll ask the team for a few they're happy to share, no member names.
- Malcolm HebdenThank you. I do not mean anything grand.
- Marcus BellOn the end of the term: your contract runs to 16 Jan 2026, and the renewal date on our side is 17 Jan 2026. We'd start the renewal conversation well ahead, and I'd send formal notice around ninety days before, which is the way we always do it. I'll put the actual dates in an email so you can pass them on.
- Malcolm HebdenAnd what does that commit us to, and for how long? I ask now because the board plans some time ahead.
- Marcus BellThat's the part I'd hand to Tom. He owns the terms and any figures, and I don't want to say something about price that he'd then have to correct. What I can say is that nothing changes before January, and you won't hear about a renewal from us as a surprise.
- Malcolm HebdenThat is acceptable. I should like Tom to write to me in due course, with the figures and their base. I will not decide anything on this call, you understand, and nothing multi-year goes anywhere without the board.
- Marcus BellUnderstood completely. I'll ask Tom to be in touch, and I'll copy Rebecca.
- Rebecca AinsworthPlease do. And Marcus, between us, I'd like Malcolm to see the thing working, not only the numbers. Perhaps at the next review we show him the page for a member.
- Malcolm HebdenI would welcome that. I have heard so much about it and seen so little.
- Marcus BellThen let's do that. Next review, I'll share a member page, anonymised, and walk it through as an adviser would. Shall we book half an hour for it, a little before the review proper?
- Malcolm HebdenYes, that would be sensible.
- Tariq MahmoodI can prepare a safe example. I won't share member data by email, so we'll do it live on the call.
- Marcus BellPerfect. That keeps it simple.
- Rebecca AinsworthOne more from me, then I'll stop. The chat feature. Some of the team still use search, and some have discovered they can just ask it a question. Could the training show that?
- Marcus BellYes, definitely. I'll build that into the claims handler session. Ask it in the words you'd use on the phone, and see what comes back. People tend to like it once they've tried it.
- Rebecca AinsworthThat's exactly what I'd hoped.
- Marcus BellRight, let me read back what we have, so I don't lose any of it. I'll send the monthly active users from the start of the term, by team, with questions asked. I'll ask Tom to confirm in writing how service credits work on Growth against your order form, and to be in touch with Malcolm ahead of the renewal. I'll book half an hour with Tariq and an engineer on the status codes. And I'll offer slots for the claims handler session.
- Tariq MahmoodAnd I'll send you the load times if anything runs late, same day, and check the permissions this week.
- Rebecca AinsworthAnd I'll collect a few examples from the team, no member names, for Malcolm.
- Malcolm HebdenThen I think we are agreed. It has been a useful conversation, and I am grateful for the plain answers.
- Marcus BellThanks, Malcolm, that's kind. Anything else before we go? Anything I've missed?
- Rebecca AinsworthNo, I think that's the lot. Thanks, Marcus. Speak soon.
- Tariq MahmoodThanks, all. Bye for now.
- Marcus BellCheers, everyone. I'll get those emails out this afternoon. Bye.
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