Kelbrook Mutual Insurance / BG-Demo – Check In
Callcompleted
Kelbrook Mutual Insurance · 29 Jun 2026 10:45
Rebecca Ainsworth values B-Viz for member services but says underwriting and claims have barely started. Her director has asked whether Kelbrook is getting what it pays for. Marcus Bell proposed two short team sessions and a one-page value summary.
What was said
What this says
As at Fri 9 Oct 2026Rebecca Ainsworth values B-Viz for member services but says underwriting and claims have barely started. Her director has asked whether Kelbrook is getting what it pays for. Marcus Bell proposed two short team sessions and a one-page value summary.
What happened: Marcus Bell showed usage on the 29 Jun 2026 call. Around nineteen of eighty licensed Growth users are active, mostly member services, with claims in bursts and underwriting thin.
Customer view: Rebecca says the account is more happy than drifting for her team, and more not-started than drifting for the others. She wants no long training day.
Commercial: Her director asked whether Kelbrook is getting what it pays for, and she gave a woolly answer. Marcus confirmed Growth at fifty-eight thousand a year, contracted and invoiced, with the term to 16 Jan 2028.
Watch: Terms would go to people above Rebecca, through Tom, the account owner Marcus named. A claims handler could not find a call, and the cause (not recorded or not indexed) is still open.
Themes
As at Fri 9 Oct 2026Theme
Adoption gap, value case
Importance
neutral
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 the underwriting and claims sessions, avoiding Mondays for underwriting.
- Marcus to write a plain one-page summary for Rebecca's director and tell Tom, the account owner, about the question.
- Rebecca to send the missing call details and the name of the relationship manager who wants a one-view member page.
Risks
As at Fri 9 Oct 2026- Only around nineteen of eighty Growth users are active, with underwriting and claims barely using B-Viz.
- Rebecca's director has questioned value for money and she had no clear answer.
- A claims handler could not find a call, and it is not yet known whether it was recorded and not indexed.
Opportunities
As at Fri 9 Oct 2026- Two thirty-minute sessions with underwriting and claims, using their own questions, could widen use within the existing Growth licences.
- The Growth dashboards builder could give underwriting the table view one underwriter asked for.
Transcript
Marcus BellMorning, Rebecca. Can you hear me alright?
Rebecca AinsworthMorning, Marcus. Yes, loud and clear. Can you hear me? I've got the new headset on and I don't trust it yet.- Marcus BellYou're fine, bit of an echo but it's not bad. Is that better if you move it away from your mouth? There we go, perfect.
- Rebecca AinsworthLovely. Sorry, I was a minute late, I got stopped on the stairs by one of the team. Leeds is grey as anything this morning, so everyone's in a mood.
- Marcus BellManchester's the same. Rain since Saturday. I've stopped noticing, to be honest.
- Rebecca AinsworthWell, I'll start with a story, if that's alright, because it's why I still like having this thing. We had a primary school governor ring in last week. Their hall roof had been patched twice and she was worried about whether the cover still stood. And the relationship manager who picked it up, she had the policy, the two earlier claims and the notes from a call back in the spring, all in one place, before she even said hello.
- Marcus BellThat's exactly what it's for. Did she say anything afterwards?
- Rebecca AinsworthShe said the governor didn't have to tell the story again. Which is the thing, isn't it? Let's not make them tell us twice. I'm not saying what happens with the claim, that's not for me, but the call felt right.
- Marcus BellGood. Really good to hear. Right, so what I'd like to do today, if that suits, is share my screen, show you the numbers I've pulled for the last few months, have a chat about who's using it and who isn't, and then talk about what we do next. Happy to go wherever you want though. Does that work?
- Rebecca AinsworthThat works. I've got about half an hour, so it's well timed.
- Marcus BellPerfect. Okay, can you see my screen? It should be the usage summary for Kelbrook.
- Rebecca AinsworthI can see it. It's a bit small. Can you make it bigger? Yes, that's better, thanks.
- Marcus BellSo, headline first. You've got eighty licensed users on Growth. Over the last thirty days the average number of people actually active is around nineteen. That's a touch down on the previous quarter, not dramatically, but it's moved the wrong way.
- Rebecca AinsworthMm. Nineteen out of eighty. Yeah. I know that's not a number you'd frame.
- Marcus BellI wouldn't put it like that. Look, it's a different picture depending on who you ask. Some customers only ever have a core group using it every day, and the rest dip in when they need a policy history. But I'd like us to understand it rather than guess. Do you have a feel for where the nineteen are?
- Rebecca AinsworthI do, and it's mostly my lot. Member services, the relationship managers and the helpline team leads. Claims use it, but in bursts. Underwriting, honestly, hardly at all. A couple of people, and one of those is only there because I nagged him.
- Marcus BellThat matches what I'm seeing. If I filter by team, member services is carrying most of it. Claims is a smaller slice and underwriting is, as you say, thin.
- Rebecca AinsworthAnd that's the bit that bothers me, because the whole reason we went for Growth, and for the longer term, was so the three of them could see the same member. Not just us.
- Marcus BellRight. And you signed for two years, so there's no rush, but I'd rather we spend that time getting underwriting and claims properly in than leave it. Can I ask what's stopping underwriting? Is it that they don't see the point, or they don't know how, or something about the data?
- Rebecca AinsworthHm. A bit of all three, if I'm honest. They've got their own systems they've used for years, and there's a feeling that anything member services likes must be about calls and chat, not about risk. Which isn't true, but nobody's shown them otherwise. And they're busy. It's renewals season for the school policies.
- Marcus BellThat's useful. So it's less a product problem than a showing-them problem.
- Rebecca AinsworthI think so. Is that the whole picture though? Because I wonder whether there's something in how it's set up for them too. When one of the underwriters tried it, he said the first answer was too wordy and he wanted a table.
- Marcus BellOkay, that one's quite fixable. Growth includes the dashboards builder, so if underwriting wants things in a table or a standing view, we can build that with them rather than asking them to chat their way to it. Has anyone on your side built a dashboard yet?
- Rebecca AinsworthOne of my team leads made something for helpline volumes, early on. I couldn't tell you if it's still used.
- Marcus BellI can look that up after the call and tell you. That's a good sign, anyway, that somebody had a go.
- Rebecca AinsworthMm. Go on, what else have you got on there?
- Marcus BellSupport side. You had one ticket in the last thirty days. Nothing urgent, nothing high priority. It was a how-to, and it was closed without any fuss. So nothing sitting open, and no complaints about the nightly refresh.
- Rebecca AinsworthYes, that was one of the new starters wanting to save a search. I told her to ask you rather than me, so that's on me.
- Marcus BellNo, that's what the desk is for. Honestly, the quiet is a good thing, but I'll be straight with you: a quiet account with fewer people using it is something I want to keep an eye on, because quiet can mean happy and it can also mean people drifting off. I'd like to hear which it is from you.
- Rebecca AinsworthI appreciate you saying that. It's more happy than drifting, for my team. For the others it's more not-started than drifting. If that makes sense. They never really got going.
- Marcus BellIt does. So that's a better problem, because it's about getting people started.
- Rebecca AinsworthRight. So what would you suggest? I don't want a big long training day that everyone dodges.
- Marcus BellNo, nor do I. What I'd suggest is small and specific. Two short sessions, one with underwriting and one with claims, thirty minutes each, using your own policies and claims, not a demo set. I'd ask each team to bring two or three questions they actually ask in a normal week, and we answer them live. If it saves them time, they'll come back. If it doesn't, we'll know why.
- Rebecca AinsworthI like that. Especially bringing their own questions. Underwriters don't like being told what's useful, they like finding out.
- Marcus BellYeah. And if the table thing comes up, we can sketch a dashboard in the same session and see if it sticks.
- Rebecca AinsworthWho'd run it, you or someone technical?
- Marcus BellI'd lead it, and I can bring one of our solutions engineers if there's something fiddly with the data. I wouldn't promise anyone before I've checked who's free, but I can ask.
- Rebecca AinsworthThat's fine. Now, can I ask you something a bit different? Do you see anywhere else that the connectors are, I don't know, not quite pulling things in? Because one of the claims handlers mentioned she couldn't find a call she was sure had happened.
- Marcus BellGood question. Give me a second, I'll flip to the connector view. So, all the sources you've got connected are showing as loading, and the record counts are going up month by month, so nothing's stalled that I can see. But I wouldn't want to say that's the whole answer for one call. Do you know roughly when it was?
- Rebecca AinsworthI don't, I'm sorry. She said a few weeks back. I'll ask her to send me the member and the day.
- Marcus BellPerfect, forward it to me and I'll check whether it was recorded at all, or recorded and not indexed. Those are different things and I'd rather not guess.
- Rebecca AinsworthFair enough. Mm. Sometimes people forget to press record, to be fair.
- Marcus BellThat does happen more than anyone admits.
- Rebecca AinsworthCan I raise the contract? Not to change anything. I just want to be clear in my own head, because my director asked me at a meeting last week whether we were getting what we paid for, and I gave a very woolly answer.
- Marcus BellYes, of course. For what it's worth, you're on Growth at fifty-eight thousand a year, contracted and invoiced, that's matching on both sides, and the term runs through to 16 Jan 2028, so you've got a good while yet. Nothing's overdue on invoices either.
- Rebecca AinsworthGood, that's what I thought. Right. So the honest answer to my director is that it's valuable where we use it and we've got room to use it more.
- Marcus BellI think that's fair, and I'd be happy to put some numbers behind it. If you like, I can write up a one-page summary: who's active, which teams, what's been asked, and what we plan to do with underwriting and claims. Something you can hand over without having to explain it.
- Rebecca AinsworthThat would be brilliant. Keep it plain, though. He's not a technical person.
- Marcus BellPlain English, short, no charts for the sake of it. I promise.
- Rebecca AinsworthAnd if he wants to talk about terms or anything like that, I'd have to take it to the people above me anyway, so I'd not want you thinking I'd agree to something off the cuff.
- Marcus BellUnderstood. And that sort of conversation goes through Tom anyway, he's your account owner. I look after how it's being used. I'll mention to Tom that your director has been asking, so he isn't surprised.
- Rebecca AinsworthYes, please do. Tom's always been very good with us.
- Marcus BellHe'll be glad to hear that. Okay, going back to the plan. A thought on the quarterly reviews. Growth comes with those, and I think the next one is a good moment to bring somebody from underwriting and somebody from claims along, so they hear it from the numbers rather than from me telling them.
- Rebecca AinsworthI like that. Peer pressure, basically.
- Marcus BellGentle peer pressure. Yeah.
- Rebecca AinsworthI'll ask the heads of both teams who they'd send. I'd rather it was someone who asks questions than someone who just attends.
- Marcus BellAgreed. Shall we book thirty minutes for each of those short sessions, then? I can send some times by the end of the week and you can pick what suits.
- Rebecca AinsworthDo that. Nothing on Mondays for underwriting if you can help it, they have their own weekly meeting, and it goes on.
- Marcus BellNoted, no Mondays. Anything else you want to cover? Anything from the users, features they've asked about?
- Rebecca AinsworthOne thing. A relationship manager asked whether she could see, in one view, everything we've said to a member in the last year, calls, emails, the lot, before a renewal meeting. She can do it, but it takes a few questions. Is there a quicker way?
- Marcus BellThere is, and it's another one for the dashboard idea, or a saved page per member. I'll show her. If you give me her name by email I'll set up a bit of time with her directly, ten minutes.
- Rebecca AinsworthI will. She'll be thrilled. She's one of the ones who uses it every day.
- Marcus BellThen she's exactly who I'd want to hear from. Okay. So to recap, because I'll forget otherwise. One: I send you times for two short sessions, underwriting and claims, thirty minutes each, with their own questions. Two: you send me the claims handler's missing call, and the name of the relationship manager who wants the member view. Three: I write the one-pager for your director, and I tell Tom. Four: you find out who from each team comes to the next quarterly review. Did I miss anything?
- Rebecca AinsworthI think that's all of it. Oh, and the helpline dashboard. You're going to check if it's still used.
- Marcus BellYes, thank you. Five. I'll tell you what I find.
- Rebecca AinsworthRight. That's a decent list for thirty minutes.
- Marcus BellIt's a bit under that, actually. I had one more thing but I think it can wait. It's about next year's plans, nothing for now.
- Rebecca AinsworthFine by me. Ring if anything comes up before then, and thanks for being straight about the numbers. I'd rather hear it than not.
- Marcus BellAlways. Thanks for your time, Rebecca. Speak soon.
- Rebecca AinsworthBye, Marcus. Take care, and good luck with the rain.
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