Lornefield Pensions Administration / BB-Demo – Kickoff
Callcompleted
Lornefield Pensions Administration: documents · 2023-04-03 11:00
Daniel Okafor ran the kickoff with Imogen Hartley alone on 3 Apr 2023. They confirmed Starter, four connectors in order, owners for each source, and a four-week plan with answers checked against schemes Imogen knows.
What was said
What this says
Current to 11 Oct 26Daniel Okafor ran the kickoff with Imogen Hartley alone on 3 Apr 2023. They confirmed Starter, four connectors in order, owners for each source, and a four-week plan with answers checked against schemes Imogen knows.
What happened: Daniel confirmed the order form as Starter at £19,500 a year, with fifteen licensed users, four connectors and a four-week fixed-fee implementation. Imogen was the only customer attendee.
Customer view: Imogen wants relationship managers to get a picture of a scheme in minutes. She will not put the brain in front of them unless it reproduces answers she already knows.
Commercial: Nine relationship managers plus Imogen and a couple of senior people leave a little headroom under fifteen users. The call recorder matters most to her, but the CRM goes first.
Watch: Imogen holds CRM admin rights and the plan leans on her. Other owners still need to be told, and IT access depends on a note she wants to read first.
Themes
Current to 9 Oct 26Theme
Starter kickoff and onboarding
Importance
neutral
Sentiment
positive
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Daniel to send Imogen the one-page note for IT and a written summary of the plan the same day.
- Imogen to tell the four connector owners that Daniel will be in touch.
- Imogen to give Daniel the schemes for checking in week three.
Risks
Current to 9 Oct 26- Imogen is the only attendee and the CRM owner, so onboarding depends heavily on one person.
- Access to the call recorder depends on a compliance colleague and Snowflake set-up depends on IT, both still to be contacted.
- Imogen will not release the brain to managers unless it reproduces answers she already knows.
Opportunities
Current to 9 Oct 26- Fifteen users against about eleven expected leaves little headroom, so growth in users could prompt an add-on.
- A successful check against known schemes would give Imogen a value case to take to the managers.
Transcript
Daniel Okafor NoneMorning, Imogen. Thank you for your time. It's just the two of us, is that right? I wasn't sure whether anyone else from your side was joining.
Imogen Hartley NoneMorning, Daniel. Just me, I'm afraid. Douglas sends his regards but he's got trustees all day. I'll report back.- Daniel Okafor NoneThat's fine. How was the weekend? Did you manage to get out? You were talking about the hills last time.
- Imogen Hartley NoneI did, a little. It rained, as it does. You have a good memory.
- Daniel Okafor NoneI try. Right. So this is the kickoff, and I'd like to leave you with three things: who owns what on your side, which four sources we connect and in what order, and what the first four weeks look like.
- Imogen Hartley NoneGood. Perhaps I'll set the context first, so you know what I'm trying to get out of it. The reason we're doing this is that our relationship managers spend far too long assembling a picture of a scheme before they can have a useful conversation with a trustee. If the brain gives them that picture in a few minutes, that's the whole case.
- Daniel Okafor NoneThat's very clear. And as it's a design partnership, I'd like us to keep that sentence in front of us. If something we build doesn't shorten that preparation, we should question it.
- Imogen Hartley NoneAgreed. Let's make it count.
- Daniel Okafor NoneLet me confirm the basics so we're working from the same page. The order form is Starter at nineteen and a half thousand a year, fifteen licensed users and four connectors. The implementation is a fixed fee and runs four weeks.
- Imogen Hartley NoneThat matches my understanding. Fifteen users is more than enough to start. We've got nine relationship managers, plus me, plus a couple of senior people who'll want to look.
- Daniel Okafor NoneLovely. So that leaves a little headroom, which is nice. Now, connectors. We agreed on the CRM, the call recorder, the helpdesk and the accounting system. Is that still right?
- Imogen Hartley NoneStill right. Although I'll be honest, if I had to pick the one I care about most it's the call recorder. The trustee calls are where the detail lives, and it's where nobody writes things down.
- Daniel Okafor NoneThen let's not start with it, oddly. The CRM first, because it gives us the scheme structure and everything else hangs off it. Then the call recorder, then the helpdesk, then the accounting system. Does that suit you?
- Imogen Hartley NoneThat makes sense. Scheme list first, then the calls attach to it.
- Daniel Okafor NoneExactly. Now, owners. For each connector I need a name on your side who can grant access and answer questions when the data looks odd. For the CRM, who is it?
- Imogen Hartley NoneThat's me, for now. I have admin rights. The call recorder is run by our compliance colleague, so I'd need to ask her to grant it. The helpdesk is the member services lead. And accounting is Morag in finance.
- Daniel Okafor NoneThat's useful. I'll write it down as: you for the CRM, compliance for the call recorder, member services for the helpdesk, Morag for accounting. Could you let each of them know I'll be in touch?
- Imogen Hartley NoneI'll do it today. I'll copy you in so you've got their addresses.
- Daniel Okafor NoneThank you. Now the Snowflake side. It runs in your account, so someone in your IT team needs to create the environment and give us access. Do you know who that would be?
- Imogen Hartley NoneA colleague in IT. He's quite quick, but he'll want to know exactly what we're asking for. Can you send him something precise?
- Daniel Okafor NoneI will. A one-page note: what we create, what permissions we need, and what we don't touch. I'll send it to you and you can pass it on, or I can write to him directly if you'd rather.
- Imogen Hartley NoneSend it to me first. I'd like to read it before it goes anywhere.
- Daniel Okafor NoneOf course. Now, the four weeks. Week one is access and the environment. Weeks two and three are the connectors and the first indexing, and I'd expect us to have a lot of questions in week three, because that's when the data starts to look real. Week four is training and checking the answers.
- Imogen Hartley NoneOn the checking. I'd like to do it against three or four schemes where I already know what the right answer is. If it can't reproduce those, I'm not putting it in front of the managers.
- Daniel Okafor NoneI'd be glad of that. It's the best test there is. If you can give me the schemes in week three, I'll build the questions with you.
- Imogen Hartley NoneDone. And how will we stay in touch during all of this? I don't want to be chasing.
- Daniel Okafor NoneA short call every week, half an hour at the same time, and an email from me on the days between if anything has moved. And if something's stuck, ring me. Don't wait for the call.
- Imogen Hartley NoneThat's perfect. Thursday mornings are usually quiet for me.
- Daniel Okafor NoneThursdays it is. Just to close the loop on today: you'll tell the four owners I'll be in touch, I send you the note for IT, and I'll send a written summary of the plan by the end of the day. Anything I've missed?
- Imogen Hartley NoneNo, I think that's it. Thank you, Daniel. It's good to be getting going.
- Daniel Okafor NoneIt is. Speak on Thursday. Best wishes, Daniel.
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