Kelbrook Mutual Insurance - QBR
Documentfinal Kelbrook Mutual Insurance · QBR deck · final · 16 Feb 2026
Final QBR deck presented by Marcus Bell on 16 Feb 2026. It reports active users at around a quarter of licensed seats, two tickets in thirty days and no overdue invoices. It states £58k contracted ARR and a term to 16 Jan 2028.
What it says
What this says
As at Fri 9 Oct 2026Final QBR deck presented by Marcus Bell on 16 Feb 2026. It reports active users at around a quarter of licensed seats, two tickets in thirty days and no overdue invoices. It states £58k contracted ARR and a term to 16 Jan 2028.
What it is: a customer-facing QBR deck from Marcus Bell, Customer Success Manager. It covers usage, value, support, commercial position and five proposed actions for the coming quarter.
Commits: it sets out actions, not service terms. Marcus owns most of them, for example "Break usage down by team and by person, and share it" before the next review. It says "I am not committing to any product change or engineering timing in this plan."
Unusual: it states no availability, P1 response time or price beyond the contracted figure. The deck itself says active users average about a quarter of 80 licensed seats, which is headroom, not a sign of growth.
Not settled: the deck does not say which team uses B-Viz or how many questions each person asks. It gives no measured time savings and does not say whether the high priority ticket was resolved. The figures are the deck's own claims, not checked against an order form or invoices.
As found in this document
As at Fri 9 Oct 2026- Date end16 Jan 2028Source: the AI read of this record
- Break usage down by team and by personMarcus Bell, Before the next reviewSource: the AI read of this record
- Product change or engineering timingI am not committing to any product change or engineering timing in this plan.Source: the AI read of this record
Body
Kelbrook Mutual Insurance - QBR
Quarterly business review, prepared for Kelbrook Mutual Insurance Presented by Marcus Bell, Customer Success Manager, BG-Demo Date: Monday 16 February 2026 Status: Final
1. Purpose of today
- Look at how B-Viz is being used across member services, underwriting and claims.
- Check the support picture and the commercial position.
- Agree a small number of actions for the coming quarter.
- Leave time for your questions. I have pulled the numbers, and I would rather spend the time on what they mean for your teams than on reading them out.
2. Your account at a glance
| Item | Position |
|---|---|
| Organisation | Kelbrook Mutual Insurance, Leeds |
| Sector | Mutual insurance for schools, churches, charities and community buildings |
| Tier | Growth |
| Customer since | 17 Jan 2024 |
| Current term ends | 16 Jan 2028 |
| Annual recurring revenue (contracted) | £58k |
| Licensed users | 80 |
| BG-Demo account owner | Tom Ashdown |
| Customer Success Manager | Marcus Bell |
Read the whole document (5,940 characters)
The reason you bought Growth was simple: member services, underwriting and claims should be able to see each member's policies, claims and calls together, without anyone reconciling systems by hand. This review looks at how far that is happening day to day.
3. Usage: who is using B-Viz
- Over the last thirty days, the average number of active users has been around a quarter of the licensed seats.
- Compared with the previous quarter, activity is broadly flat, with a very slight dip. Nothing in that movement worries me, but it is not growth either.
- That leaves a good deal of unused licensed capacity. For a mutual with several teams in scope, that is an opportunity rather than a problem: more of the people who handle member questions could be asking B-Viz instead of searching several systems.
What the numbers do not show
The usage summary tells us how many people are active. It does not tell us which team they sit in or how many questions each person asks. I would like to look at that split with you, so we know whether use is spread across the three teams or concentrated in a few people.
4. Value: what teams are getting from it
- Member services: a single view of a member's policies, claims and previous calls, so a caller does not have to repeat themselves.
- Underwriting: policy and claims history alongside the correspondence, which saves checking each source separately.
- Claims: the call and email trail sits next to the claim, which makes it quicker to see what has already been said to the member.
These are the outcomes the Growth purchase was meant to deliver. I do not have measured time savings for Kelbrook to put on this slide, and I would rather not guess. A useful action for this quarter is to ask a few people in each team how they use B-Viz and record the answers, so that the next review can show value in your own words.
5. Support and service
| Measure | Last thirty days |
|---|---|
| Tickets raised | Two |
| Of which high priority | One |
| Overdue invoices | None |
- Two tickets in a month is a low volume for an account of this size. On its own that is neither good nor bad: it can mean things are working, or that people are not using the product enough to run into questions.
- One of the two was high priority. We will go through it together if you would like, so you can tell me whether it was resolved to your satisfaction.
- Your invoices are fully up to date. Thank you.
6. Commercial position
- The current term runs to 16 Jan 2028, so there is no renewal decision in front of us now.
- Annual recurring revenue under the contract is £58k.
- Any change to licensed users, connectors or tier would be a conversation with Tom Ashdown, who owns commercial terms. I will not be raising pricing today.
7. Opportunities to get more from the platform
- Wider adoption of the licensed seats. A short onboarding session for teams who are not yet regular users, starting with whichever of member services, underwriting or claims has the lowest usage.
- Champions in each team. One named person per team who can answer day-to-day questions and tell us what is missing.
- Dashboards. Growth includes the dashboards builder. If your teams have reports they currently build by hand, we can look at moving one or two of them into B-Viz.
- Source coverage. A quick review of which systems are connected and whether any important source, such as policy or claims data, is still outside B-Viz.
8. Proposed actions for the coming quarter
| Action | Owner | Timing |
|---|---|---|
| Review the high priority ticket together and confirm it is closed to your satisfaction | Marcus Bell with your service lead | Within the next few weeks |
| Break usage down by team and by person, and share it | Marcus Bell | Before the next review |
| Short adoption sessions for the less active teams | Marcus Bell with your team leads | Over the coming quarter |
| Confirm which systems are connected and note any gaps | Marcus Bell with your technical contact | Next month |
| Collect a few examples of how teams use B-Viz in practice | Your team leads, with support from Marcus Bell | Before the next review |
I am not committing to any product change or engineering timing in this plan. If something comes up that needs one, I will take it to the right people and come back to you.
9. Questions and next steps
- Which team would benefit most from an adoption session first?
- Is there a report someone in your business builds by hand every month that we could try to replace?
- Who should be the point of contact for each team?
Happy to jump on a call at any point between reviews. If it helps, we can book half an hour to go through the usage split once I have it.
Thanks, Marcus
Marcus Bell Customer Success Manager, BG-Demo marcus.bell@bg-demo.example