Kelbrook Mutual Insurance - QBR
Documentfinal Kelbrook Mutual Insurance · QBR deck · final · 9 Mar 2025
A Customer Success QBR deck prepared 9 Mar 2025 for a Growth customer on a two-year term ending 16 Jan 2026. It reports growing active users, a quiet support month and no overdue invoices. It sets no price or service figures beyond the Growth plan.
What it says
What this says
As at Fri 9 Oct 2026A Customer Success QBR deck prepared 9 Mar 2025 for a Growth customer on a two-year term ending 16 Jan 2026. It reports growing active users, a quiet support month and no overdue invoices. It sets no price or service figures beyond the Growth plan.
What it is: a QBR deck from Marcus Bell, with Tom Ashdown named as commercial owner. It states "Contracted annual recurring revenue: £56k" and 80 licensed users, as a claim in a presentation rather than an executed order form.
Commits: nothing contractual. It restates that the "nightly refresh should complete by 07:00 on business days" and that service levels are those of the Growth plan, without giving availability or P1 figures. The action table gives Marcus the next steps, with Kelbrook owners "To be agreed on the call".
Not settled: the value case. The deck says "What we do not yet have is a number Kelbrook's leadership can quote for the value". Usage by team and the cause of the high-priority ticket are also unconfirmed.
Stale: it predates the term end on 16 Jan 2026, so it says nothing of the renewal outcome or the price change for v1 customers.
As found in this document
As at Fri 9 Oct 2026- Date end16 Jan 2026Source: the AI read of this record
- Date renewal16 Jan 2026Source: the AI read of this record
- Nightly refreshshould complete by 07:00 on business days, as for every tierSource: the AI read of this record
- Service levelsthose of the Growth planSource: the AI read of this record
Body
Kelbrook Mutual Insurance - QBR
Quarterly business review, prepared 9 Mar 2025
Presented by Marcus Bell, Customer Success Manager, BG-Demo. Commercial owner: Tom Ashdown.
1. Where we are
- Customer: Kelbrook Mutual Insurance, a member-owned mutual insurer of schools, churches, charities and community buildings across the UK, based in Leeds.
- Customer since: 17 Jan 2024.
- Plan: Growth, on a two-year term ending 16 Jan 2026.
- Contracted annual recurring revenue: £56k.
- Licensed users: 80.
- Teams on B-Viz: member services, underwriting and claims.
Why Kelbrook bought: one place where each team sees a member's policies, claims and calls together, without anyone reconciling systems by hand.
2. Usage this quarter
I've pulled the numbers from the last quarter and compared them with the one before.
Read the whole document (4,454 characters)
| Measure | Reading | What it tells us |
|---|---|---|
| Active users (30-day average) | Up clearly on the prior quarter | More people are opening B-Viz as part of their day |
| Licensed users | 80 | Plenty of headroom still to grow into |
| Share of licence in active use | A modest share of the 80 | Adoption is growing, but most licensed seats are not yet in regular use |
The trend is the good news. The number of active users has grown by roughly a fifth on the previous quarter, which is a healthy direction for a team that is still bedding in.
What I'd like to understand next: which teams the new users come from. My impression is that it is a mix of member services and claims, but I'd want to confirm that from the activity before we plan around it.
3. Value for Kelbrook
What we are hearing and seeing, in general terms:
- Teams can look up a member's policies, claims and call history in one place rather than switching between systems.
- Underwriting and claims are working from the same picture of a member.
- Fewer manual reconciliations between systems, which was the main reason for buying.
What we do not yet have is a number Kelbrook's leadership can quote for the value. That is worth building together before the renewal conversation, so the case rests on Kelbrook's own measures and not on ours.
4. Support and service
- Tickets in the last 30 days: two.
- High-priority tickets: one.
- Overdue invoices: none. Kelbrook is up to date.
Two tickets from a growing user base is a quiet month. The one high-priority ticket has been dealt with by the support team. I'd like to go through it with the Kelbrook team on the call, so we are sure the cause is understood and the fix has held.
Service levels are those of the Growth plan. The nightly refresh should complete by 07:00 on business days, as for every tier.
5. Opportunities
- Deeper adoption on the existing licence. With 80 licensed users and active use well below that, the first priority is getting more of the licensed seats into regular use, not selling more.
- Dashboards. Growth includes the dashboards builder. Teams who build their own dashboards tend to stay with the product, so I'd suggest a short working session for underwriting.
- Champions in each team. One or two named people per team who run short how-to sessions for colleagues.
6. Plan for the next quarter
| Action | Owner at Kelbrook | Owner at BG-Demo | Timing |
|---|---|---|---|
| Review the usage breakdown by team | To be agreed on the call | Marcus Bell | Before the next review |
| Walk through the high-priority ticket and confirm the fix | To be agreed on the call | Marcus Bell | This month |
| Dashboards working session for underwriting | To be agreed on the call | Marcus Bell | Next month |
| Draft a simple value summary in Kelbrook's own terms | To be agreed on the call | Marcus Bell | End of the quarter |
7. Looking ahead to the renewal
The current term ends on 16 Jan 2026. There is time, but I'd like us to start from the value summary above, so the renewal conversation is straightforward when it comes. Any commercial discussion will go through Tom Ashdown. My focus is on adoption and making sure Kelbrook gets what it expected from B-Viz.
8. Questions for the call
- Are there teams or roles you would like to bring onto B-Viz next?
- Is there anything you expected to be able to ask B-Viz that you cannot yet?
- Who should we invite to the next review?
Happy to jump on a call at any point before then.
Thanks, Marcus