Kelbrook Mutual Insurance - QBR
Documentfinal Kelbrook Mutual Insurance · QBR deck · final · 2 Dec 2025
Final QBR deck prepared by Marcus Bell on 2 Dec 2025 for a Growth customer on a two-year term ending 16 Jan 2026. It reports rising use, one ticket and no overdue invoices, and sets up the renewal conversation. It is not a contract and quotes no service levels.
What it says
What this says
As at Fri 9 Oct 2026Final QBR deck prepared by Marcus Bell on 2 Dec 2025 for a Growth customer on a two-year term ending 16 Jan 2026. It reports rising use, one ticket and no overdue invoices, and sets up the renewal conversation. It is not a contract and quotes no service levels.
What it is: a customer-facing quarterly business review by Marcus Bell, the Customer Success Manager. It states "Contracted annual recurring revenue | £56k" and "Licensed users | 80", as the deck's own claims, not checked against an order form here.
Commits: nothing contractual. The only service wording is that nightly refresh means "data ready by 07:00 UK time on business days". Next steps assign Marcus a usage split by team, value stories and a dashboards session, and Tom Ashdown the renewal terms.
Unusual: the deck gives no usage figures. It says active users are "up clearly on the prior quarter, by roughly a third" and offers no questions-asked data or team split.
Not settled: the renewal price, any price change, the outcome of the renewal and who at Kelbrook attended. The term end of 16 Jan 2026 is long past, so the deck is stale and the current contract position needs the order form and accounting. The deck also names Tom Ashdown as account owner; HR should confirm he is still active.
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 refreshdata ready by 07:00 UK time on business daysSource: the AI read of this record
The document
Body
Kelbrook Mutual Insurance - QBR
Quarterly business review, Growth tier Prepared by Marcus Bell, Customer Success Manager, BG-Demo Date: 2 Dec 2025 Status: Final
Where we are
| Item | Detail |
|---|---|
| Customer | Kelbrook Mutual Insurance, Leeds |
| Customer since | 17 Jan 2024 |
| Tier | Growth, on a two-year term |
| Current term ends | 16 Jan 2026 |
| Contracted annual recurring revenue | £56k |
| Licensed users | 80 |
| BG-Demo account owner | Tom Ashdown |
| BG-Demo Customer Success Manager | Marcus Bell |
Kelbrook is a mutual insurer of schools, churches, charities and community buildings across the UK, owned by its members. B-Viz was bought 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.
What we want to cover today
- How the teams are using B-Viz now compared with last quarter
- What the support picture looks like
- Where the value is showing up for member services, underwriting and claims
- What we suggest for the next quarter, including the renewal conversation
Read the whole document (5,654 characters)
I've pulled the numbers from the usage reports and the helpdesk, and I have kept the commentary short.
Usage: the headline
The good news first. The average number of active users over the last thirty days is up clearly on the prior quarter, by roughly a third. More people at Kelbrook are opening B-Viz in a normal week than at any point in the previous quarter.
Some context on the licence:
- Kelbrook is licensed for 80 users on Growth.
- Active use sits well inside that allowance, so there is plenty of headroom and no pressure on the licence today.
- The direction matters more than the level. Use is rising, not flattening.
What this review does not show is a split by team. If it would help, I can break active use down by member services, underwriting and claims before the next check-in, so you can see which team is leading and which has room to grow.
Usage: what the rise tells us
- Adoption is widening. A rise of this size usually means colleagues are telling each other about it, not just the original sponsors.
- The Growth design is working. The reason for choosing Growth was several teams on one view of the member. Wider use across those teams is the clearest sign the design is landing.
- Questions are the best measure of value. I would like to look at questions asked month on month, and at who is asking them, so we can see whether use is spread across people or concentrated in a few. We will cover that in the next review.
Support and service
A quiet quarter on the support side.
- One ticket was raised in the last thirty days.
- No high-priority tickets were raised in that period.
- There are no overdue invoices on the account.
A low ticket count alongside rising use is what we would hope to see: people are getting on with the product rather than getting stuck. Nightly refresh continues to be the standard to hold ourselves to, with data ready by 07:00 UK time on business days, and nothing in the support record suggests it has been missed.
Value for Kelbrook's teams
This is how I would describe the value so far, in general terms. I would rather hear your own examples than put words in your mouth.
| Team | What B-Viz should be doing for them |
|---|---|
| Member services | One view of a member's policies, claims and calls, so fewer hand-offs and less chasing across systems |
| Underwriting | A fuller picture of a member's history when assessing a school, church, charity or community building |
| Claims | Claims context alongside the member's earlier calls and policy detail, without reconciling by hand |
Questions for you:
- Where have you stopped reconciling things by hand because of B-Viz?
- Is there a story from the last few months we could capture to show the board what the platform is worth?
- Are there teams who have asked about it and not yet been brought on?
Growth tier: what is included and what could be used more
Kelbrook's plan includes pages, chat and search, the dashboards builder and quarterly business reviews like this one. Two things to consider:
- Dashboards. If teams have not yet built their own, I am happy to run a short working session so claims and underwriting can set up the views they look at most.
- Connectors. If any other source of member data would help the teams, we can talk through what it would take to connect it.
I have not put any figures on either of these, as I would like your view of the priorities first.
The renewal
The current term runs to 16 Jan 2026, so the renewal conversation is close.
- The account has no overdue invoices and a healthy usage trend, which gives us a good starting point.
- Tom Ashdown will lead on commercial terms and will be in touch directly. As your Customer Success Manager I will keep to adoption and value.
- To make that conversation easy, it would help to agree beforehand what Kelbrook wants from the next term: the same footing, more teams, or more depth in the ones already using it.
Next steps
| Action | Owner | When |
|---|---|---|
| Share usage broken down by team | Marcus Bell | Before the next check-in |
| Capture one or two value stories from member services, underwriting or claims | Marcus Bell with Kelbrook's sponsors | Before the renewal discussion |
| Offer a dashboards working session | Marcus Bell | This month |
| Open the renewal conversation on terms | Tom Ashdown | In the next couple of weeks |
Happy to jump on a call whenever suits. Shall we book 30 minutes to go through any of this?
Thanks, Marcus
Unusual terms
As at Fri 9 Oct 2026- No usage figures or team split given
- Term end 16 Jan 2026 now past