Kelbrook Mutual Insurance / BG-Demo – Check In
Callcompleted
Kelbrook Mutual Insurance · 6 May 2025 16:00
On the 6 May 2025 check-in, Rebecca said relationship managers get clear value, but about fifteen of 80 licensed users are active. Marcus agreed an adoption plan, and price and terms were left for Tom.
What was said
What this says
As at Fri 9 Oct 2026On the 6 May 2025 check-in, Rebecca said relationship managers get clear value, but about fifteen of 80 licensed users are active. Marcus agreed an adoption plan, and price and terms were left for Tom.
What happened: Marcus walked Rebecca through usage, the one ticket and the renewal. Active users average around fifteen against 80 licensed on Growth, down about fifteen percent on the previous quarter.
Customer view: Rebecca gave a vivid member-service example and put the shortfall down to an underwriting reorganisation, thin onboarding of new starters and claims distrust. She accepted she is a key-person risk because she asks a large share of the questions.
Commercial: The order form is £56k a year, matches invoicing, and nothing is overdue. The term runs to 16 Jan 2026. Rebecca asked whether the cost changes with fewer active people, and Marcus deferred to the order form and Tom Ashdown.
Watch: Rebecca expects the renewal question to be what the money buys, and wants any terms to reach the signatory early. Five actions were agreed, and the evidence does not show their outcome.
Themes
As at Fri 9 Oct 2026Theme
Adoption gap before renewal
Importance
renewal
Sentiment
mixed
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 times for a half-hour session with the new member services starters.
- Rebecca to sound out the claims lead and send names of two local champions.
- Tom Ashdown to answer the cost-versus-active-users question from the order form, with the formal notice about ninety days before the term ends.
Risks
As at Fri 9 Oct 2026- Around fifteen active users against 80 licensed on Growth leaves the value question open at renewal.
- Rebecca asks a large share of the questions and is the only admin, so the account depends on her.
- Underwriting and claims adoption is slow, and claims sees B-Viz as a member services tool.
Opportunities
As at Fri 9 Oct 2026- A claims walk-through using their own cases could widen use beyond member services.
- Local champions in underwriting and claims, and a second admin, would deepen roots.
- Anonymised member stories paired with the usage chart give Rebecca a value case for the senior team.
Transcript
Marcus BellHello Rebecca, can you hear me alright?
Rebecca AinsworthYes, loud and clear. Afternoon, Marcus. Sorry, I'm just getting the camera to behave. There. Can you see me?- Marcus BellI can, and you're not upside down, so that's a good start. Afternoon. How's your week been?
- Rebecca AinsworthBusy, but a good busy. I'll start with a story, because it's been on my mind. One of our relationship managers rang a church treasurer yesterday about their renewal. A small parish, old building, they'd had a leak in the roof last winter. And she already knew about the claim, she'd seen the call notes from our helpline, and she opened by asking how the repair had gone. The treasurer was quite taken aback. In a nice way.
- Marcus BellThat's exactly what it's meant to do. Did she say where she'd pulled it from? Was it the member page?
- Rebecca AinsworthThe member page, yes, and she asked the chat a couple of questions beforehand so she wasn't scrolling through everything. Let's not make them tell us twice, that's what I keep saying to the team. So, yes. A good week for that.
- Marcus BellLovely. Right, I'll share my screen and say what I wanted to cover, if that's all right. I've pulled the numbers for you, so I thought we could do three things. Usage over the last few months, the one support ticket you had, and then a bit of a look ahead to the renewal conversation. Nothing heavy. Is that okay with you?
- Rebecca AinsworthThat's fine. I did wonder about the renewal, to be honest. It feels a long way off and then it won't be.
- Marcus BellIt does, and January will come round quicker than anyone thinks. Can you see my screen now? It should be the usage summary for Kelbrook.
- Rebecca AinsworthYes, I can see it. The text is a bit small. Oh, that's better, thanks.
- Marcus BellOkay. So you're licensed for 80 users on the Growth plan. Over the last thirty days, the average number of people actually active is around fifteen. And that's down by about fifteen percent compared with the previous quarter. So I wanted to flag it and ask you about it rather than just read it out.
- Rebecca AinsworthRight. Mm. Fifteen out of eighty. Yes, I can see why that would jump out at you.
- Marcus BellIt's not a complaint, I should say. I'd just like to understand it. Some customers have a handful of people who use it every day and everyone else dips in. Others, it's a rollout that hasn't quite landed. I don't know which one you are.
- Rebecca AinsworthI think it's a bit of both, honestly. The relationship managers use it heavily, particularly in the weeks before renewals. They're in there every day then. But underwriting, and claims, they were meant to be coming in more, and I'd say that's been slower than I hoped. Underwriting had a reorganisation of who sits where, and that took people's attention. Claims are very protective of their own system, understandably.
- Marcus BellThat makes sense. And the dip in the last quarter, does that line up with the reorganisation, do you think?
- Rebecca AinsworthProbably. A couple of people moved teams and I don't think anyone told them to keep using it. So it just sort of, yeah. Fell off. Is that the whole picture, though? Can you see who's dropped off?
- Marcus BellI can. Let me scroll down. So, the people who've gone quiet are mostly in two groups. A few in underwriting who were asking questions regularly in the winter and then stopped. And some of the newer joiners in member services who got an account but haven't logged in much at all.
- Rebecca AinsworthThe newer joiners, that's on me. We did the training once, in a group, and then new starters just got shown it by whoever was sitting next to them. That's not good enough, is it?
- Marcus BellI wouldn't put it like that. It's very common. But it is fixable, and it's something I can help with. Happy to jump on a call with the new starters, a short session, just walking through the member page and how to ask a good question. Shall we book half an hour for that?
- Rebecca AinsworthYes, please. That would help a lot. Maybe if I can get them all in a room together, with their laptops, and you on the screen. Would that work?
- Marcus BellThat works fine. I'll send over a couple of times and you can pick whatever suits. Now, on questions asked, which I think is the best measure of whether people are getting value. Do you want to see that?
- Rebecca AinsworthGo on.
- Marcus BellSo this is questions per month. It's been fairly steady, and a bit lower than the same stretch last year, but it peaks in the weeks before the big renewal batches. And you can see here that a small number of people are asking a large share of them. Your top few relationship managers, and you, actually.
- Rebecca AinsworthHa, yes, I'm in there a lot. I use it to check things before I speak to the board. I'm probably the worst example, because I know how to ask it.
- Marcus BellYou're a good example, actually. But it does mean if you were away for a month, the numbers would drop noticeably. I'm not saying that to worry you. It's just worth spreading it around a bit.
- Rebecca AinsworthNo, that's fair. I've been thinking about that. If I get hit by a bus, as they say, who else would know how to do half of this?
- Marcus BellRight. So maybe we pick two or three people who could be the go-to in each team. A sort of local champion. They don't need to be technical, they just need to be keen.
- Rebecca AinsworthI like that. I can think of one person in underwriting, and one in claims who's quietly been using it more than she lets on. I'll have a word with them.
- Marcus BellPerfect. If you send me their names after the call I'll make sure they've got the right access. Now, the records side. Everything's loading, the connectors are all showing as healthy, and the nightly refresh has been finishing on time. I haven't seen anything go flat. Does that match what your team tells you? Is the data feeling current?
- Rebecca AinsworthI haven't heard any complaints about it being out of date. And that's the first thing they'd say. What does the member see, is the question I always ask, and if the notes are right, the member doesn't see anything wrong.
- Marcus BellGood. Then the one ticket. You raised one in the last month, and it was about how to filter calls by a particular type of member, if I've got it right. It wasn't a priority issue, and it was answered the same day, so I don't think there's a story there. But I wanted to check it actually solved what you needed.
- Rebecca AinsworthOh, that was one of the helpline team. Yes, it was sorted, they were very pleased. I think they'd been trying to do it the long way round.
- Marcus BellThat's the sort of thing the short session could cover as well. A few shortcuts. I'll add it to the list.
- Rebecca AinsworthPlease do.
- Marcus BellOkay. Before we get to the renewal, is there anything on your side that you'd like to see from B-Viz that it doesn't do today? Anything you've been wishing for?
- Rebecca AinsworthLet me think. Claims is the big one, really. If claims could see the same picture the relationship managers see, policies, past claims, the calls, all together on one page, then I think they'd start to trust it. At the moment they look at it, and they think, well, it's mostly for member services. That's the perception.
- Marcus BellThat's a useful thing to hear. Is it a data problem, do you think, or more that they haven't seen it working on their own cases?
- Rebecca AinsworthThe second, I'd say. I think if somebody in claims sat down and saw a real case, one they'd dealt with, appear on a member page with the call notes from a year before, they'd get it. It's a showing problem.
- Marcus BellThen maybe we do a short walk-through for claims as well. Same idea, their own cases, nothing generic. I can set that up if you introduce me to whoever leads that team. And I'll be straight with you, I can't promise it changes their minds, but it's worth a go.
- Rebecca AinsworthI appreciate you saying that. Yes, let's do it. I'll sound out the lead of claims this week and come back to you.
- Marcus BellGreat. Now, the renewal. You're on a two-year term that started on 17 Jan 2024, and the contract runs to 16 Jan 2026. The order form has you at £55,800 a year, and that matches what's been invoiced, with nothing overdue on your side. So the paperwork is clean.
- Rebecca AinsworthGood. I'd hate to be the one holding up an invoice. And I'm glad it matches, because finance would ask.
- Marcus BellI'll be honest about how this usually goes. About ninety days before the end, I'll send you a formal renewal notice and we'll sit down and talk it through. Anything about price or terms, Tom Ashdown would pick that up with you, he's your account owner. I look after the usage and the value side. So I don't want to get ahead of that, and I'm not going to quote you anything today.
- Rebecca AinsworthThat's fine. I wouldn't agree anything on a call like this anyway. Any terms would need to go to the person who signs it off here, and I'd want them in the conversation from the start, not at the end.
- Marcus BellCompletely understand. So what I'd suggest is we use the time between now and then to get the usage up, and have a proper story to tell. Because the thing people ask at renewal is, what are we getting for it? And at the moment, fifteen active out of eighty is not the answer you want to be giving.
- Rebecca AinsworthNo. It isn't. And I've been aware of that, quietly. It's a question somebody will ask me, and I'd like a better number to give them.
- Marcus BellThen let's make that the goal. Not a target as such, just a clear shift. More people from underwriting and claims asking questions, new joiners properly onboarded. And when we meet in the autumn, I can show you the change.
- Rebecca AinsworthI like that. Can you also give me something I can show the senior team? A short note on what the relationship managers are getting out of it. Not numbers for the sake of it, but real examples, like the church treasurer.
- Marcus BellYes, I can do that. If you can send me one or two of those stories, with the names taken out, I'll put them next to the usage chart so it's not just a graph. The numbers tell one half of it and the stories the other.
- Rebecca AinsworthI'll write down a couple tonight while I remember them. There was another one last week, a school business manager, a flood in the sports hall. Same thing. The relationship manager knew the whole history.
- Marcus BellThat's perfect. Thank you. Is there anything else on the people side? Anyone leaving, anyone new who ought to be an admin?
- Rebecca AinsworthNot leaving, no. We've got a new person starting in member services next month, and I'd like them to have admin rights eventually, so I'm not the only one. Can that wait until they've settled in?
- Marcus BellOf course. Just tell me when, and I'll sort the access. It's much better to have more than one admin, honestly. If it's only you and you're off, nobody can add users or fix a setting.
- Rebecca AinsworthRight, that's the same point as before. Spread it around. Yes. I'm getting the message.
- Marcus BellHa, sorry, I'm a bit repetitive today. Let me stop sharing, and then I'll go through what we've agreed, so we don't lose any of it.
- Rebecca AinsworthPlease. I'm writing as you go.
- Marcus BellFirst, I'll send you times for a short session with the new starters in member services, about half an hour, in a room with laptops. Second, you'll sound out the lead in claims about a walk-through using their own cases, and let me know. Third, you'll send me the names of one person in underwriting and one in claims to be local champions, and I'll check their access. Fourth, you'll send me a couple of the member stories, anonymised, and I'll pair them with the usage chart. And fifth, when your new colleague has settled in, we make them an admin.
- Rebecca AinsworthThat's five. I've got five. And you'll bring Tom in when we get nearer the renewal, ninety days before, as you said.
- Marcus BellYes, that's right. I'll send the formal notice and we'll set up a proper conversation with Tom and me. Nothing will come as a surprise. And in between, if anything feels off, the data looks stale, someone can't find something, just tell me. Don't wait for the next check-in.
- Rebecca AinsworthI will. It's reassuring that you're keeping an eye on it. A lot of suppliers disappear after the first six months.
- Marcus BellThat's kind of you to say. I look after quite a few accounts so I can't be in each one every week, but if you send me a message I'll always come back to you.
- Rebecca AinsworthUnderstood. Oh, one last thing, and then I'll let you go. The board are meeting in the summer, and the chair has asked what we've got from the investment so far. Could I borrow that usage summary for it? Maybe in a slightly friendlier format?
- Marcus BellYes, I can tidy it up. I'd want it to be honest, though. I wouldn't hide the fact that adoption in some teams is slower than you'd like. I think it's better to show where you are and the plan for the next few months.
- Rebecca AinsworthI agree. Better they hear it from me with a plan than find out later. Yes. Send it over in whatever form is easiest, and I'll shape it.
- Marcus BellWill do. I'll have that to you in a few days, along with the session times. Is there anything else you want to raise?
- Rebecca AinsworthI don't think so. Actually, no, wait. Just to check, the cost doesn't change if we have fewer people active? We're paying for eighty regardless?
- Marcus BellThat's a fair question, and I'd rather not answer it loosely. The licence is set in your order form, so it's the order form that decides. I'll leave anything about terms with Tom, so he can give you a proper answer, and I'll ask him to get in touch. Is that all right?
- Rebecca AinsworthThat's fine. I just wanted to know I'd asked. Thank you.
- Marcus BellNot at all. Good question to ask. Anything else, or shall we call it there? We've a bit of time left but I don't want to keep you.
- Rebecca AinsworthI think that's everything. It's been useful. I came in a bit nervous about those numbers and I'm leaving with a plan, which is what I wanted.
- Marcus BellGood, that's what I wanted too. Thanks for being so open about it, Rebecca. It makes it much easier to help.
- Rebecca AinsworthAlways. And thank you for not making it feel like a telling off. Right, I'm going to go and find those member stories before I forget them.
- Marcus BellHa, good plan. I'll send a short note this afternoon with the five things, so you've got them in writing. Speak soon.
- Rebecca AinsworthLovely. Speak soon, Marcus. Bye for now.
- Marcus BellCheers, Rebecca. Bye.
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