Kelbrook Mutual Insurance - Success Plan

Kelbrook chose Growth so that member services, underwriting and claims can see each member's policies, claims and calls together, in one place, inside Kelbrook's own Snowflake account. Before B-Viz, answering a simple question about a member meant checking several systems by hand and reconciling the results. The aim of this plan is to make asking B-Viz the normal first step for all three teams.

Where we are today

The account is in a healthy early position, about three months after go-live.

• Active use has grown sharply compared with the previous quarter. The average number of people active in a typical month is still a small share of the licensed users, which means there is plenty of headroom.
• There has been one support ticket in the last month, and it was not high priority. Nothing is waiting on BG-Demo.
• There are no overdue invoices.
• The sentiment from the project team has been positive. We have not yet heard directly from every team, so the plan below includes time with each.

Goals for the term

Goal one: all three teams asking questions every week

Member services, underwriting and claims should each have a group of regular users who ask B-Viz questions as part of their normal day. Questions asked is the best single measure of value, so it is the headline measure for this plan.

Goal two: close the gap between licensed and active users

Kelbrook is licensed for 80 users. We will grow active use steadily towards that number, team by team, rather than pushing everyone on at once. Where a team is clearly using the product well, we will help them bring colleagues in.

Goal three: keep the data fresh and trusted

Users will only keep asking if the answers are current. We will keep an eye on records indexed and on each connected source so that a source that stops loading is spotted early, particularly after Kelbrook changes one of its own systems.

Goal four: a value story Kelbrook can repeat internally

By the time of the renewal conversation, Kelbrook's sponsor should be able to say in a sentence or two what B-Viz has saved or improved, using examples from the teams themselves.

Phases and milestones

Roles

Kelbrook

• Executive sponsor: to be confirmed with Kelbrook, as the person who will champion the product across the three teams.
• Team leads in member services, underwriting and claims: to nominate regular users and give feedback.
• A technical contact in IT: to tell us ahead of any change to a connected system.

BG-Demo

• Marcus Bell: day to day adoption, usage reporting, quarterly reviews and the renewal notice.
• Tom Ashdown: commercial terms and any conversation about extending scope.
• Support: handles tickets under the Growth service levels.

How we will measure progress

• Questions asked, month on month, and who is asking them. If one person is asking a large share, we will work to widen the group so the value does not depend on a single champion.
• Active users against the licensed users.
• Records indexed and connectors configured, as a check that data is flowing.
• Tickets by category and response times against the Growth service levels.
• Dashboards built by Kelbrook, as a sign of their own investment.

Marcus will pull the numbers before each check-in and share them in plain terms, with a short note on what they mean.

Risks and how we will handle them

Cadence

• A short monthly catch-up between Marcus and the Kelbrook sponsor during the first part of the term.
• A quarterly business review, as included in Growth.
• An early conversation about the renewal well before the notice period begins.

Next steps

• Marcus to book the first team sessions and agree the sponsor.
• Marcus to share the first usage summary after those sessions.
• Tom to stay close to the account so that any wish to add users, connectors or teams is picked up promptly.

Approval

This plan is final as of 10 Apr 2024.

Prepared by: Marcus Bell, Customer Success Manager, BG-Demo

Commercial owner: Tom Ashdown, BG-Demo