Kelbrook Mutual Insurance / BG-Demo – Check In
Callcompleted
Kelbrook Mutual Insurance · 3 Aug 2026 09:45
Usage is flat at just under twenty active of eighty licensed Growth users. Rebecca Ainsworth raised stale morning pages and asked for help showing directors the value. No renewal is due until 2028.
What was said
What this says
As at Fri 9 Oct 2026Usage is flat at just under twenty active of eighty licensed Growth users. Rebecca Ainsworth raised stale morning pages and asked for help showing directors the value. No renewal is due until 2028.
What happened: On the 3 Aug 2026 call Marcus Bell walked through usage, three tickets and the contract. Activity is steady, with a few heavy askers, two names near the top.
Customer view: Rebecca says staff are generally fond of B-Viz, but morning pages sometimes lack the previous evening's call or note. Once people check, she says, they stop trusting it.
Commercial: The Growth term runs to 16 Jan 2028, so no renewal decision is needed. Rebecca wants Malcolm in the room for any terms talk, and she asked for a value summary built on member stories.
Watch: Whether the nightly refresh is finishing by 07:00 is unchecked. Marcus promised no fix or date before seeing the timings.
Themes
As at Fri 9 Oct 2026Theme
Data freshness, value summary
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 check the nightly refresh timings against the 07:00 target and report back to Rebecca.
- Marcus to send a note on the three tickets, the list of never-logged-in users by team and a starter guide for new joiners.
- Rebecca to get two stale-page examples from her relationship managers, raise the claims huddle idea and write down a few member stories.
Risks
As at Fri 9 Oct 2026- Staff report that the previous evening's calls or notes are sometimes missing in the morning, and trust is eroding.
- A large share of questions comes from a small group, including two relationship managers, a key-person risk.
- Rebecca struggles to state what B-Viz is worth to her directors.
Opportunities
As at Fri 9 Oct 2026- Starting the weekly claims huddle from a member page could bring claims into use on the licences already paid for.
- A value page with the usage trend and member stories could support Rebecca with her directors ahead of the 2028 renewal.
Transcript
Marcus BellMorning, Rebecca. Can you hear me alright?
Rebecca AinsworthMorning, Marcus. Yes, loud and clear. Can you see me, or am I a frozen portrait again?- Marcus BellYou're moving, so that's a good start. Thanks for making the time. I know Monday mornings get swallowed.
- Rebecca AinsworthThey do. But I had a nice start to this one, actually. A member rang on Friday, the treasurer of a small village church, and she was dreading it. Last time she'd had to explain the whole history of their roof repairs to three different people. This time the relationship manager already had it all in front of him, the policy, the old claim, the call from the spring. And she said, oh, you know about the roof. Which is the whole point, isn't it. Let's not make them tell us twice.
- Marcus BellThat's exactly what I like to hear. And it's a good way into what I wanted to cover. I'm going to share my screen in a second, if that's alright, and just walk you through the numbers I've pulled for the last quarter. Then I'd like to hear what's working and what's annoying your team, and we can sort out anything that needs sorting before the summer holidays properly kick in.
- Rebecca AinsworthGo on. I've got a coffee and about twenty minutes before my next thing, so I'm all yours.
- Marcus BellPerfect. Right, can you see the usage page now?
- Rebecca AinsworthI can. It's a bit small. Oh, that's better.
- Marcus BellSorry, I'll make it bigger. So, first the plain facts. You're on Growth, you've got eighty licensed users, and over the last thirty days on average we're seeing just under twenty of those active on any given day. Compared with the quarter before, that's basically flat. It's moved down by about one per cent, which I wouldn't read anything into.
- Rebecca AinsworthJust under twenty out of eighty. Mm. Is that low? I never quite know how to judge that.
- Marcus BellIt's a fair question, and honestly it depends who the eighty are. If it's eighty people who each need it once a week, then twenty a day is quite healthy. If it's eighty people you'd hoped would live in it, then there's room. What I'd rather do is look at who those twenty are and who's never logged in, and then you tell me whether that matches what you expected.
- Rebecca AinsworthRight. Well, the relationship managers are in it constantly, that I do know. Before a renewal meeting, before a visit, they pull up the member and read the whole picture. Member services is in there too, the helpline team. Underwriting is patchier. Claims, I'd say, depends on the handler.
- Marcus BellThat fits what I'm seeing. If I filter by team, and bear with me while this loads, the relationship managers and the member services group are carrying most of the activity. Underwriting shows up in short bursts, usually around the time they review a larger policy. Claims is a handful of regular names and then a long tail of people who've logged in once or twice.
- Rebecca AinsworthWhich is the thing we bought it for, really. The idea was that underwriting and claims would see the same member that I see. Not just me and my lot.
- Marcus BellYeah. And I think that's the main opportunity here, if I'm honest. Not a problem, an opportunity. You've got the licences already paid for, so getting more of claims and underwriting using it doesn't cost you anything extra. It's about habit.
- Rebecca AinsworthHabit is the right word. People will use what's put in front of them in the meeting they're already in. If it's another tab to open, they won't.
- Marcus BellThat's useful. So one thing I've seen work elsewhere is picking a single recurring meeting, say the weekly claims huddle, and starting it from a B-Viz page. Just one page per member that's being discussed. No training day, no big launch. Would that be realistic with your claims lead?
- Rebecca AinsworthIt might be. I'd have to ask. Claims have their own rhythm and they're a bit protective of it, to be fair, because what they do is sensitive. I'd want to be careful that nobody thinks we're telling them how to handle a claim. What does the claims handler see on that page? Is that the whole picture?
- Marcus BellIt's what's in the sources you've connected. The policy, the claim history, the notes and calls that have been indexed, the emails if they're in scope. It doesn't tell anyone what to decide. It just saves them going round four systems to find out what's already known.
- Rebecca AinsworthOkay. That I can say to them without anyone bristling. Let me float it with the claims lead this week and come back to you.
- Marcus BellGreat. I'll make a note. And if it helps, I'm happy to jump on a call with the claims lead and show them, no pressure, just ten minutes of here's what it looks like with a real member.
- Rebecca AinsworthLet me see how the first conversation goes. Then maybe.
- Marcus BellOf course. Right, next bit. Questions asked. This is the measure I trust most, because it tells you whether people are actually getting something out of it, not just opening it. Over the last quarter the number of questions has held up well and it's pretty steady month on month. What I want to flag, and it's not a worry, is that a good chunk of them come from a small group of people.
- Rebecca AinsworthThat'll be my lot. And probably two of the relationship managers who are a bit obsessed with it.
- Marcus BellHa, yes, I can see two names near the top. And that's lovely, but it does mean if either of them were off for a month, or moved on, you'd feel it in the numbers. It's just something to keep an eye on. The more people who ask a few questions each, the sturdier it is.
- Rebecca AinsworthThat's fair. I hadn't thought of it that way. It's like having one person who knows where everything is in the filing room.
- Marcus BellExactly like that. Okay. Tickets. Over the last thirty days you've raised three with us. One of those was marked high priority. I haven't got the full detail on this screen, but I've looked at the timings and we responded within what Growth promises on first response. Does that match your recollection? Did the high priority one feel handled?
- Rebecca AinsworthI think so. I raised that one because it was holding up one of the relationship managers just before a big meeting, and somebody came back quickly. I can't say I followed it to the end, though. My team tell me when it's fixed, or more usually when it isn't.
- Marcus BellUnderstood. I'll check how that one closed and send you a short note on all three, so you're not relying on hearsay. I don't want to promise anything about fixes from my side, that's with the engineers, but I can make sure you know where each one landed.
- Rebecca AinsworthThat would help. Honestly, three in a month feels about right for us. It's not nothing but it's not a flood either.
- Marcus BellAgreed. No sign of anything piling up. And on the money side, nothing overdue on the account, so that's clean as well.
- Rebecca AinsworthGood. Our finance people would tell me otherwise, loudly.
- Marcus BellI'm sure they would. While we're on the contract, just so we're both looking at the same thing. You joined us on Wednesday 17 January 2024, on Growth, two-year term, and the order form puts you at fifty-eight thousand pounds a year. That's what's been invoiced as well, so those two agree. The current term runs to 16 Jan 2028, with the renewal date the day after on 17 Jan 2028.
- Rebecca AinsworthHang on, that's the end of the next term, isn't it? We've not got a renewal this January?
- Marcus BellNo, you're covered through to January 2028 on the current agreement. I only mention it so there are no surprises and so you know the shape of it. Nothing needs deciding on that now. Closer to the time I'll come to you well ahead, as I always do, and we'll talk about how it's gone.
- Rebecca AinsworthGood. I'd lose the thread if I had to think about renewals now. And you know I'd want Malcolm in the room for anything to do with terms. That's his call, not mine.
- Marcus BellUnderstood, and that's absolutely fine. Plenty of time for that. Tom would be the one to talk terms with him anyway, so I'll keep out of it. Tom Ashdown, our account owner, if you remember.
- Rebecca AinsworthI do. Haven't spoken to Tom in a while but I remember him from the start.
- Marcus BellI'll tell him you said hello. Right. Let me stop sharing for a minute, I think we've done the dull bit. I'd like to hear from you now. What's getting in the way? What do your people moan about?
- Rebecca AinsworthMoan is a strong word. They're generally fond of it. The main thing I hear is about freshness. Somebody opens a member's page the morning after a conversation and the latest call or note isn't there yet. They know it refreshes overnight, but if a relationship manager has had a call at five the evening before and walks into the office, they expect it to be there.
- Marcus BellRight, that's helpful. So just to make sure I've got it, it's the previous evening's activity that's sometimes not showing first thing?
- Rebecca AinsworthSometimes. I wouldn't say always. It's more that it happens often enough that people have started to check, and once people check, they stop trusting it. Is that the whole picture? I don't know. I'm going on what they tell me.
- Marcus BellThat's exactly the sort of thing I want to look at properly, so thank you. What the nightly refresh is meant to do is finish by seven in the morning your time on business days. If it's finishing later than that for you, that's something I need to see, and I don't want to guess. Can you get me a couple of examples? A member, roughly when the call or note happened, and when your colleague noticed it was missing.
- Rebecca AinsworthI can ask the two relationship managers who made the most noise. They'll be thrilled to be asked.
- Marcus BellHa. Perfect. Even rough ones help. And I'll look at the refresh timings on our side for the last few weeks and see what they say. I'll tell you straight whether it matches. If it doesn't, I'll bring the engineers in, but I won't promise a date for anything before I've seen it.
- Rebecca AinsworthThat's fair. I'd rather have the honest answer than a quick one.
- Marcus BellGood. What else? Anything about the sources themselves? Are there systems your teams still go to that aren't connected?
- Rebecca AinsworthThere's always something. The underwriters keep a couple of their own working documents that aren't anywhere official. I wouldn't call that a gap in what we bought, it's more that they haven't moved them. I don't want to push them. And there's a view in the claims team that some older paperwork should stay where it is.
- Marcus BellThat's sensible, especially with sensitive material. I wouldn't suggest connecting anything the teams aren't comfortable with. If it becomes useful later we can look at what Growth allows in terms of connectors, but right now I don't see you pushing against any limit.
- Rebecca AinsworthNo, we're nowhere near. I'd have heard.
- Marcus BellGood. And on users, eighty licensed with a fair number idle. Is it worth me sending you a list of people who've never logged in? Not to name and shame, just so you can see who might need a nudge, or whether some of those seats should go to someone else.
- Rebecca AinsworthYes please. I'd like that. Some of them will be people who moved role. Some will be people I put on at the beginning because I thought they should have it and then never followed up. That's on me.
- Marcus BellNo, it's normal. Everybody does it at the start. I'll send it over this week, in a simple list, by team. Then you decide what to do with it.
- Rebecca AinsworthLovely. Can I ask something a bit different?
- Marcus BellOf course.
- Rebecca AinsworthWhen I talk to my own board, or the directors, about what this is worth to us, I struggle. I know it's right. I see the member stories. But if someone asks me what it's saved, I don't have a clean answer. Do you have anything that helps me say it?
- Marcus BellThat's a good thing to be asking and I'll be straight with you: I can show you what's being used and how often, and I can give you the trend in questions asked, which is a decent proxy. What I can't do is tell you pounds saved, because that depends on how your teams spend their time and what a failed handover costs you. But I could help you build a short value summary, with the usage trend and a few of the stories like the church treasurer one.
- Rebecca AinsworthThe church story would do it, honestly. That's the sort of thing directors respond to. Mutuals are about the members.
- Marcus BellThen let's do that. If you can write down two or three of those stories in your own words, as short as you like, I'll put together the usage side and we'll make one page. You can use it however suits you. I wouldn't put anything in it about individual members, just the pattern.
- Rebecca AinsworthDefinitely no names. I'd never put a member's name in a document like that. But yes. I'll jot some down this week, between everything else.
- Marcus BellNo rush. End of next week would be plenty. Shall we book a short slot after that to go through the page together? Say half an hour, nothing longer.
- Rebecca AinsworthYes. After the school holiday rush lifts a little, if we can. We get a lot of schools renewing around this time of year.
- Marcus BellMakes sense, that's your busy season. I'll send a couple of options and you pick whatever's quietest. Anything else on your side before I recap?
- Rebecca AinsworthOne thing. New starters. We've got a few joining member services in the autumn. Is there a simple way to get them started on it? I don't want to put them through a full course.
- Marcus BellYes. I can run a short walkthrough for a new group, an hour at most, using a practice member rather than a real one. Or I can send a one-page guide with the five or six questions that people find most useful, so they can try them on day one. Which would suit them better?
- Rebecca AinsworthThe guide first. Then maybe a short session once they've had a go and have real questions. People learn better that way, I find.
- Marcus BellAgreed, that's usually how it works best. I'll draft the guide and send it with the list of inactive users, so you've got both at once.
- Rebecca AinsworthPerfect. That saves me chasing you.
- Marcus BellRight, let me recap so we're on the same page, because I'll forget otherwise. From me: a short note on the three tickets from the last month, including where the high priority one ended up; a look at the overnight refresh timings; the list of people who've never logged in, by team; a one-page starter guide for new joiners; and I'll offer you times for the value page review. Did I miss anything?
- Rebecca AinsworthThat's a lot of homework for you. Mine is: ask the claims lead about starting their huddle from a member page, get two examples of the stale morning pages from the relationship managers, and write down a few member stories.
- Marcus BellThat's it. And the claims one is entirely your call, so don't feel you have to push it. If it doesn't feel right for them, we leave it.
- Rebecca AinsworthUnderstood. I'll see how they react. Some of them need to hear it twice before they hear it once.
- Marcus BellHa, aren't they all. One last thing, and then I'll let you go. Overall, how are you feeling about it? Not the numbers. Just, is it doing what you hoped when you brought it in?
- Rebecca AinsworthMostly, yes. I think it's doing the thing I wanted for member services and the relationship managers. It's not yet doing it for everyone, and I'd like it to. But I'd say we're in a good place, and nobody's asking me to turn it off, which in my experience is the real test.
- Marcus BellThat's a fair test. Thanks, that's really useful to hear, and I'll keep it in mind when I'm putting the value page together. And if anything changes before we next speak, a team reorganisation, someone key moving on, anything like that, just give me a shout early so we can keep the setup tidy.
- Rebecca AinsworthI will. I'd tell you anyway. You'd be the first to hear after Malcolm.
- Marcus BellI'll take second place. Right, I'll get those notes out to you this week and the list and the guide with them. Anything urgent in the meantime, you know where I am.
- Rebecca AinsworthBrilliant. Thanks for the walkthrough, Marcus. It's good to see it in black and white rather than relying on people's impressions.
- Marcus BellHappy to. It helps me too. Enjoy the rest of your Monday, and good luck with the school renewals.
- Rebecca AinsworthThank you. I'll need it. Speak soon. Bye for now.
- Marcus BellSpeak soon, Rebecca. Cheers, bye.
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