Kelbrook Mutual Insurance - QBR
Documentfinal Kelbrook Mutual Insurance · QBR deck · final · 9 Sep 2024
A final Growth-tier QBR prepared by Marcus Bell on 9 Sep 2024. It shows 80 licensed users against around a dozen active, down by about a third on the previous quarter. It states contracted annual recurring revenue of £56k and a term to 16 Jan 2026.
What it says
What this says
As at Fri 9 Oct 2026A final Growth-tier QBR prepared by Marcus Bell on 9 Sep 2024. It shows 80 licensed users against around a dozen active, down by about a third on the previous quarter. It states contracted annual recurring revenue of £56k and a term to 16 Jan 2026.
What it is: a customer-facing quarterly review by Marcus Bell, filed as final version 1. It states "Contracted annual recurring revenue: £56k" and "Licensed users: 80", but this is the deck's own claim, not an executed order form.
Commits: BG-Demo to share usage by team, hold adoption conversations with each team lead and send a monthly usage note. Licences "stay at 80 for now". The deck sets no service levels.
Unusual: it is candid that usage is weak, and it reads the quiet helpdesk (two tickets, none high-priority) as a possible sign of low use, not health. It says commercial terms go through Tom Ashdown as account owner.
Not settled: which team the drop sits in, why it happened, who asks the most questions, and what value Kelbrook sees. It is dated 2024, so it is stale for the 16 Jan 2026 term end and the renewal; later usage and renewal outcome are not shown.
As found in this document
As at Fri 9 Oct 2026- Date end16 Jan 2026Source: the AI read of this record
- Date start17 Jan 2024Source: the AI read of this record
- Price£55,800Source: the AI read of this record
- Licensed users80Source: the AI read of this record
- LicencesLicences stay at 80 for now.Source: the AI read of this record
- Usage reportingSend a simple monthly usage noteSource: the AI read of this record
- Usage by teamShare usage by team with Kelbrook, within the next couple of weeksSource: the AI read of this record
The document
Body
Kelbrook Mutual Insurance - QBR
Quarterly business review, prepared 9 Sep 2024 Prepared by: Marcus Bell, Customer Success Manager, BG-Demo Account owner: Tom Ashdown Status: Final, version 1
Where we are
- Kelbrook Mutual Insurance has been a B-Viz customer since 17 Jan 2024.
- Tier: Growth, on a two-year term. The current contract runs to 16 Jan 2026.
- Contracted annual recurring revenue: £56k.
- Licensed users: 80.
- Teams covered: member services, underwriting and claims, so that each member's policies, claims and calls can be seen together.
This review covers the first months since go-live. I've pulled the numbers from the usage reports and the helpdesk, and I want to be straight about what they show and what they don't.
Usage: the headline
The main thing to talk about is how many people are actually using B-Viz.
| Measure | What we see |
|---|---|
| Licensed users | 80 |
| Average active users over the last month | Around a dozen |
| Change against the previous quarter | Down by about a third |
| Share of licensed users active | A small fraction of the total |
Read the whole document (4,581 characters)
The gap between 80 licensed users and around a dozen regular ones is large, and it has widened since the previous quarter. This is the point I'd most like us to understand together, because B-Viz is worth most when member services, underwriting and claims are all asking it questions, not just one or two people.
What the usage data does not tell us
- It does not say which of the three teams the drop sits in. I'd like to check that with you.
- It does not tell us why. It could be a change in how teams are working, a rollout that never fully landed, or people who haven't yet seen how it helps their day-to-day.
- I haven't included a breakdown of who asks the most questions in this deck. It is worth looking at on the call, because if a few people are doing most of the asking, that is a dependency we should plan around.
Support and service
- Two tickets were raised in the last month.
- No high-priority tickets in that period.
- No overdue invoices on the account.
A quiet helpdesk is good news on service. It is also something I read alongside the usage figures: fewer people using the product means fewer questions raised, so I don't want to take the low ticket count as proof that everything is fine. Nothing in the tickets points to a technical problem. That makes me think this is more about adoption than about the platform.
Value: what we want to be able to show
The reason Kelbrook bought Growth was to stop teams reconciling systems by hand and to give them one view of each member. For the next review I'd like us to have a simple, agreed picture of the value, in your own terms:
- Which member questions used to need several systems and now need one.
- Where underwriting and claims are using the shared view, and where they aren't yet.
- What the teams would say they'd miss if it were switched off.
I don't have this in numbers today, and I don't want to guess at it. It's something to build with your teams rather than something I can write for you.
Plan for the next quarter
Adoption
- Happy to jump on a call with the leads in member services, underwriting and claims to find out where it has stuck.
- Run a short refresher session for each team, built around that team's real questions on your own data.
- Check that the right people have access and know where to start.
Reporting
- Send a simple monthly usage note so that we can both see whether active users are moving back up.
- Agree which dashboards, if any, would help each team and whether they are worth building.
Contract and licences
- Licences stay at 80 for now. I'd like to check, once we see how usage settles, whether that number still fits how many people will realistically use B-Viz.
- Anything on commercial terms goes through Tom Ashdown as account owner. I'll keep Tom in the loop on what we learn.
Actions
| Action | Owner | When |
|---|---|---|
| Share usage by team with Kelbrook | Marcus Bell | Within the next couple of weeks |
| Hold adoption conversations with each team lead | Marcus Bell with Kelbrook team leads | Before the next review |
| Agree what value looks like for each team | Kelbrook and Marcus Bell | Before the next review |
| Brief Tom Ashdown on findings | Marcus Bell | After the adoption conversations |
Next step
Shall we book half an hour this month to go through this together? I'd rather hear from your teams first and then shape the plan around what they tell us.
Thanks, Marcus
Unusual terms
As at Fri 9 Oct 2026- Two-year term to 16 Jan 2026
- Active users far below licensed users