Kelbrook Mutual Insurance - Onboarding Plan

• The order form is signed and the term has started.
• Early usage is light, as expected before the first refresh has landed: only a couple of people are logging in, and nobody has yet asked B-Viz a real question.
• No support tickets have been raised and there are no open invoices.
• Connector work has not started. Before we switch on the refresh, I need written access to each source.

Scope of onboarding

The Growth tier covers several teams, so we are onboarding three groups together:

Sources will be chosen from the systems Kelbrook already runs: the policy administration system, the claims system, the CRM, the call recorder and the helpdesk. Total sources must sit within the Growth connector allowance. If we find we need more, I will flag it to Tom Ashdown early rather than at the end.

Phases and milestones

Each step below has an owner. Dates for the later phases will be agreed at the kickoff, because they depend on when credentials arrive. Nothing starts without written access.

Phase one: kickoff and access

• Hold the kickoff call with Kelbrook's sponsor, a technical contact and a lead from each of the three teams.
• Confirm the Snowflake account, the role BG-Demo will use, and who at Kelbrook approves access.
• Collect written access for each source.
• Agree the order in which sources are connected.

Owner: Callie Brennan, with Kelbrook's technical contact. Milestone: access to the first source confirmed in writing.

Phase two: connect and map

• Connect the first source and check its fields before we go further.
• Map the shared member identifier across policy, claims, CRM and calls. This is the heart of the project, so I will check every mapping by hand and record any gaps.
• Connect the remaining sources one at a time, never in a batch.
• Agree with each team lead which fields matter most for their first use case.

Owner: Callie Brennan. Milestone: every in-scope source connected and mapped, with exceptions listed.

Phase three: first refresh

• Run the first refresh and check record counts against what Kelbrook expects.
• Review a sample of members end to end with one person from each team.
• Fix mapping issues and re-run.
• Confirm the nightly refresh completes by 07:00 Kelbrook local time on business days, which is standard for every tier.

Owner: Callie Brennan, with a Kelbrook data contact. Milestone: a clean first refresh signed off by Kelbrook.

Phase four: users and training

• Set up access for the 80 licensed users, grouped by team.
• Run a short session for each team on pages, chat and search, using their own members and claims.
• Show the dashboards builder to the people who will own reporting, since it is part of Growth.
• Name at least two Kelbrook admins, so that things can be run without us.

Owner: Callie Brennan, with each team lead. Milestone: all three teams asking real questions of their own data.

Phase five: handover

• Write the setup note: sources, credentials owners, mappings, refresh timing and known gaps.
• Walk the Kelbrook admins through it.
• Hand over to Marcus Bell, who owns adoption and the quarterly business reviews for Growth.

Owner: Callie Brennan, then Marcus Bell. Milestone: setup note accepted and handover call held.

What I need from your side

• A named sponsor and a named technical contact.
• Written access to each source, ahead of the kickoff rather than after it.
• A short list of the questions each team would like to answer first.
• Someone from each team to check sample members during the first refresh.
• Two people prepared to act as admins.

Risks and how we handle them

How we will measure success

• The first refresh lands cleanly and is signed off.
• All three teams are asking questions of their own data.
• Active use grows towards the 80 licensed users.
• Kelbrook's admins can run the platform without BG-Demo's help.
• Marcus Bell can show the value of B-Viz at the first quarterly review, well before the term ends on 16 Jan 2026.

Contacts

Thanks, Callie