Follow-up from today's QBR
Email thread Kelbrook Mutual Insurance · cs
After the QBR, Marcus Bell tells Rebecca Ainsworth, Malcolm Hebden and Tariq Mahmood that daily use is well below the 80 Growth licences. Tariq confirmed loads are fine. No customer reply in the thread.
What was said
What this says
As at Fri 9 Oct 2026After the QBR, Marcus Bell tells Rebecca Ainsworth, Malcolm Hebden and Tariq Mahmood that daily use is well below the 80 Growth licences. Tariq confirmed loads are fine. No customer reply in the thread.
Customer view: Malcolm, the CFO, is looking at this against the members' money, per Marcus. Tariq confirmed the overnight loads have been finishing, so freshness is not the cause.
Risk: fewer relationship managers open the member pages before renewal meetings, and underwriting and claims use is occasional. There is no customer response in the thread.
Next: Marcus proposes a user-list review with Tariq, team lead conversations and a refresher, leaving price and terms to Tom Ashdown.
The thread
Updated 9 Oct 26Messages
Marcus Bell 11 Sep 2024 10:02Hi Rebecca, Malcolm and Tariq, Thanks for making the time earlier. I know diaries are tight, so I wanted to get the notes to you while they are fresh. Tom is copied so he has the same picture. I've pulled the numbers since we spoke, and the main thing I want to flag is usage. Across the last quarter, the number of people logging in on a typical day has come down noticeably. You have 80 licensed users on Growth, and the daily activity is a fair way below what that would suggest. Tickets have been quiet, two in the last month and nothing urgent, so I don't think this is about something being broken. It looks more like people have drifted away from using it, which is worth understanding properly. What we covered on the call: - Member services is still the heaviest user group, but fewer relationship managers are opening the member pages before their renewal meetings than when we started. - Underwriting and claims are using search and chat now and then, but not as part of a routine. - Tariq confirmed the overnight loads from the policy, claims and helpline systems have been finishing as expected, so freshness does not look like the reason. What I'd suggest as next steps: - Tariq and I go through who has logged in at all over the last few weeks, so we can see whether it is a few teams or across the board. Tariq, I won't ask for anything with member data in it, just user names and dates. - Rebecca, could you let me know which team leads would be happy to give us twenty minutes each? I'd like to hear from them directly about what gets in the way. - I can run a short refresher session for the relationship managers if that would help. Happy to jump on a call to plan it. Malcolm, I know you are looking at this against the members' money, and that is a fair way to look at it. My aim is to get you a clear picture of what the team is getting out of B-Viz, based on the usage numbers and what people tell us, so any conversation about the next stage starts from facts. Anything on terms or price I'll leave with Tom. Shall we book 30 minutes next week to go through the user list? Let me know what suits and I'll send an invite. Thanks, Marcus