Check-in call this month
Email thread Kelbrook Mutual Insurance · cs
Marcus Bell reports steady usage and one routine support ticket. Rebecca Ainsworth agrees it is steady but wants the team using B-Viz as a habit. She may have a new data source to raise after checking with underwriting.
What was said
What this says
As at Fri 9 Oct 2026Marcus Bell reports steady usage and one routine support ticket. Rebecca Ainsworth agrees it is steady but wants the team using B-Viz as a habit. She may have a new data source to raise after checking with underwriting.
Customer view: Rebecca says people use B-Viz when they need it, not routinely. That points to shallow adoption, not dissatisfaction.
Opportunity: she may need a new data source, but has not confirmed one. Marcus will send a short usage report beforehand and asks to hear of any new source before the call.
Next: a Wednesday afternoon call is proposed, with Thursday as the fallback.
The thread
Updated 9 Oct 26Messages
Marcus Bell 1 May 2025 16:00Hi Rebecca, Hope the week has been kind to you. It's been a little while since our last catch-up, so I'd like to get another check-in booked. I've pulled the numbers and usage looks steady, with no real change on the quarter before. There's been only one support ticket in the last month and it was routine, so nothing for you to worry about there. What I'd like to cover: - how the teams are finding the chat and search day to day - whether anyone has asked for a new data source to be connected - how the dashboards your team built are being used Shall we book 30 minutes next week? Happy to jump on a call at whatever time suits you and your colleagues. Thanks, Marcus
Rebecca Ainsworth 1 May 2025 18:31Hi Marcus, Sorry, it's been a busy few weeks with the helpline and I should have come back to you sooner. Steady sounds about right to me. People are using it when they need it, but I'd like to see more of the team reaching for it as a habit rather than only when a member's file is complicated. Next week is tight, as I'm out for part of it. The week after would be better, ideally Wednesday or Thursday after lunch. Could you send over the usage report beforehand so I can look at it with my team leads first? On new data sources, there might be something, but I need to check with underwriting before I say anything. I'll let you know. Kind regards, Rebecca- Marcus Bell 2 May 2025 15:13Hi Rebecca, No problem at all, the week after next is fine by me. I'll send you a calendar invite for Wednesday afternoon, and if that doesn't work for your team leads just move it to Thursday. I'll send the usage report across a couple of days before so you have time to go through it with them. I'll keep it short and put the things I think are worth a conversation at the top, so nobody has to dig. If underwriting do come back with a new source they'd like connected, let me know before the call and I'll check what's involved so we're not guessing on the day. Thanks, Marcus