Kelbrook Mutual Insurance - QBR
Documentfinal Kelbrook Mutual Insurance · QBR deck · final · 6 Sep 2026
A final quarterly business review issued 6 Sep 2026 by Marcus Bell. Active users average about a dozen against 80 licensed, down by about a third. No tickets, no overdue invoices. It states no availability, P1 response or new price, and proposes no contract change.
What it says
What this says
As at Fri 9 Oct 2026A final quarterly business review issued 6 Sep 2026 by Marcus Bell. Active users average about a dozen against 80 licensed, down by about a third. No tickets, no overdue invoices. It states no availability, P1 response or new price, and proposes no contract change.
What it is: a customer-facing quarterly review from the Customer Success Manager for a Growth customer. It says "Tier | Growth, on a two-year term" with contract end 16 Jan 2028 and contracted annual recurring revenue of £58k.
What it claims: "the average number of people using B-Viz was only about a dozen, set against 80 licensed users", roughly a third lower than the previous quarter. No tickets were raised in thirty days, which the deck reads as possible silence rather than health.
Unusual: it admits its own gaps. It has no figures for questions asked, records indexed, connectors or dashboards, and no cause for the fall.
Not settled: which teams dropped away, who champions the rollout, and whether the licence count should change. The deck says "I am not proposing any change to the contract at this stage". Commitments are internal actions, not contract terms.
As found in this document
As at Fri 9 Oct 2026- Date end16 Jan 2028Source: the AI read of this record
- Fuller usage reportMarcus Bell to share a fuller usage report: questions, records indexed, connectors, dashboards, before the review callSource: the AI read of this record
- Team lead check-insShort check-in with each of the three team leads on how they use B-Viz today, within the next few weeksSource: the AI read of this record
- User allocation reviewTom Ashdown to review the user allocation with the business sponsor, after the usage report is sharedSource: the AI read of this record
The document
Body
Kelbrook Mutual Insurance - QBR
Quarterly business review prepared by Marcus Bell, Customer Success Manager, BG-Demo. Account owner: Tom Ashdown. Issued 6 Sep 2026. Status: Final.
Agenda
- Where the account stands
- How B-Viz is being used
- Support and service
- Value for member services, underwriting and claims
- What worries us and what we do not yet know
- Plan for the next quarter
Account snapshot
| Item | Detail |
|---|---|
| Organisation | Kelbrook Mutual Insurance, Leeds |
| Customer since | 17 Jan 2024 |
| Tier | Growth, on a two-year term |
| Contract end | 16 Jan 2028 |
| Contracted annual recurring revenue | £58k |
| Licensed users | 80 |
| Invoices | None overdue |
Kelbrook bought Growth so that member services, underwriting and claims could see each member's policies, claims and calls together. That is still the right test for this review: are those three teams asking B-Viz instead of reconciling systems by hand?
Usage: the headline
Read the whole document (5,326 characters)
The number that matters this quarter is active users. Over the last thirty days, the average number of people using B-Viz was only about a dozen, set against 80 licensed users. That is roughly a third lower than the previous quarter.
I would rather say this plainly than let it sit in a chart. Fewer people are using the product, and the gap between licensed and active users is now wide.
- Licensed users: 80
- Active users, recent average: about a dozen
- Change on the previous quarter: down by about a third
Usage: what this pack does not show
I have pulled the numbers I have, and they cover active users only. This pack does not include questions asked, records indexed, connectors configured or dashboards built, so I will not draw conclusions from them here. Before the review call I will add those figures, month on month, and check who is asking the questions. If a small group is asking most of them, that is a different conversation from broad but lighter use.
I also cannot tell from the numbers which teams have dropped away. That is the first thing to find out.
Support and service
- No support tickets were raised in the last thirty days, and none were high priority.
- No invoices are overdue.
On its own this is good news. Read next to the fall in active users, though, it may also mean people have quietly stopped using the product rather than found everything works. A quiet ticket queue does not tell us that people are getting value, so we should not lean on it.
Value for the three teams
The original case was one joined-up view of each member.
| Team | What they bought it for | What we need to confirm |
|---|---|---|
| Member services | Policies, claims and call history in one place when a member gets in touch | Whether advisers still start from B-Viz |
| Underwriting | A fuller picture of a member before a renewal or a new risk | Whether underwriters still use it or went back to separate systems |
| Claims | Claims history alongside calls and policy detail | Whether handlers still use it day to day |
We do not have evidence in this pack that any one of these teams has stopped. We also do not have evidence that all three are still getting what they bought it for. The review conversation needs to settle that with the people who run each team.
What worries us
- A fall of about a third in active users in one quarter is a clear change, and we do not yet know the cause.
- The licence covers 80 users, so most of the paid seats are not being used on a typical day.
- With no tickets and no complaints, nobody has told us anything is wrong. We are working from the usage pattern, not from anything Kelbrook has said.
Possible explanations, none confirmed: a change in team structure, a change in how work is routed, a change in the person who championed the rollout, or simply that training has not kept up with new joiners. I would like Kelbrook to tell us which, if any, is closest.
Plan for the next quarter
| Action | Owner at BG-Demo | Customer contact | When |
|---|---|---|---|
| Share a fuller usage report: questions, records indexed, connectors, dashboards | Marcus Bell | Head of member services | Before the review call |
| Short check-in with each of the three team leads on how they use B-Viz today | Marcus Bell | Team leads in member services, underwriting and claims | Within the next few weeks |
| Offer refresher sessions for teams with the biggest drop | Marcus Bell | Whoever sponsors B-Viz at Kelbrook | After the check-ins |
| Review the user allocation with the business sponsor, so licences match actual need | Tom Ashdown | Business sponsor | After the usage report is shared |
| Confirm the contact list for the next quarterly review | Marcus Bell | Kelbrook operations lead | This month |
I am not proposing any change to the contract at this stage. Commercial questions sit with Tom, and the first job is to understand what has changed in how the teams work.
Next steps
- Marcus sends the fuller usage report to Kelbrook ahead of the call.
- We agree a time for the review. Happy to jump on a call, and half an hour is enough to start.
- Kelbrook tells us which teams, if any, have changed how they work with member data.
- We agree one or two practical steps and review progress at the next quarterly review.
Thanks, Marcus
Unusual terms
As at Fri 9 Oct 2026- Two-year term on Growth
- Active users about a third lower