Lornefield Pensions Administration / BB-Demo – Training
Callcompleted
Lornefield Pensions Administration: documents · 2023-05-09 10:00
Training call on 9 May 2023 with Imogen Hartley, Head of Data. She wants calls, tickets and invoices in one place for scheme managers. Trust in sources and a possible fourth connector were the main points.
What was said
What this says
Current to 10 Oct 26Training call on 9 May 2023 with Imogen Hartley, Head of Data. She wants calls, tickets and invoices in one place for scheme managers. Trust in sources and a possible fourth connector were the main points.
What happened: Tobias Renwick showed Imogen Hartley pages, search and chat, and built a page live with her. She tested source markers and found chat honest about what it could not confirm.
Customer view: Imogen is the sponsor and wants managers to stop reconciling calls, tickets and invoices by hand. She said trust in the source line decides adoption, and ended by saying the session was clearer than she expected.
Commercial: She asked again about the shared drive trustee packs. Tobias confirmed a fourth slot but committed to no date.
Watch: Full call transcripts depend on compliance, which Imogen called overdue. A second session with managers is planned.
Themes
Current to 9 Oct 26Theme
Starter training, single view
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- Imogen Hartley to send names of three managers for the next session and speak to compliance.
- Tobias Renwick to cover filters, saved questions and checking a stale answer in the next session.
- Tobias Renwick to put the shared drive connector on Daniel's list and tell managers before full transcripts switch on.
Risks
Current to 9 Oct 26- Managers may trust a line only if they can see its source and refresh timestamp, so stale data would damage adoption.
- Compliance review of call recordings is overdue and blocks full transcripts.
- Managers may assume the brain corrects source systems, which it does not.
Opportunities
Current to 9 Oct 26- Shared drive trustee packs are a natural use of the fourth connector slot once the other three load well.
- A manager training session is planned and a shared page template could drive wider use of the brain.
Transcript
Imogen Hartley NoneGood morning, Tobias. Am I the first one in?
Tobias Renwick NoneYou are, and good morning. It's just the two of us today, I gather the managers will join for the second session. I thought we'd do the foundations with you first so you can tell me where our explanations are poor.- Imogen Hartley NoneWhich I'll happily do. Let me set the context before we start, because it'll shape what I want from this. Our scheme-relationship managers spend a shocking part of every week reconciling three things: what the trustees said on a call, what members have been asking in the tickets, and what we've invoiced the scheme. The real question is whether the brain can put those in one place so that nobody has to stitch them together by hand.
- Tobias Renwick NoneThat's a clear brief. So today I'll show you the three ways in: pages, search and chat, and I'll try to be honest about where each is strongest. Can you see my screen?
- Imogen Hartley NoneI can. Is that a real scheme of ours?
- Tobias Renwick NoneIt's yours, yes, one of the larger schemes. I've left the name visible because it's more useful than a mock-up. This is a page. The brain assembles it from the connected sources, so the top section is the trustee call history, below it the open member queries, and at the bottom the fee invoices. Nothing here is typed by a person.
- Imogen Hartley NoneThat's already more than I've got in our own system. Where does the line between the calls and the tickets come from?
- Tobias Renwick NoneFair question, because it's the part people assume is magic. The trade-off is that the link is inferred from names and references, and where those are consistent it's very good, and where a manager typed a nickname for a scheme it's weaker. If you click the small source marker next to any line, you'll see exactly which call or ticket it came from.
- Imogen Hartley NoneI've seen this work elsewhere, and the thing that makes or breaks it is whether people trust the line enough to repeat it to a trustee. So the source marker matters. Show me that again.
- Tobias Renwick NoneOf course. Click here, and it opens the underlying record, with a timestamp for when we last refreshed that source. If the timestamp is old, you should be suspicious, and I'd rather you were.
- Imogen Hartley NoneGood. Mm. And is that refresh timestamp something the managers will understand?
- Tobias Renwick NoneI think so, but you'll tell me. Let's move to search. Type anything, a scheme, a phrase a trustee used. Try something.
- Imogen Hartley NoneRight. Let me try something a trustee said about the funding update... there. It's found, what, a handful of calls.
- Tobias Renwick NoneYes, and notice it's matched on meaning, not just the exact words, so one of those never uses your phrase. On the left you can narrow by source, by scheme and by person. I'd get the managers into the habit of narrowing by scheme first.
- Imogen Hartley NoneWhy scheme first?
- Tobias Renwick NoneBecause most wrong answers come from a question that's too broad. The honest answer is that the brain is only as precise as the question you give it, and a scheme name is the cheapest way to make a question precise.
- Imogen Hartley NoneWhich is a lesson I've learnt about people as well, frankly. All right. Chat.
- Tobias Renwick NoneChat. It's the one people go to first, and it's the one I'd introduce last. Ask it something specific. Perhaps: what did the trustees of that scheme ask about in their last two calls, and is there an open member query connected to it?
- Imogen Hartley NoneTyping it now. Oh, that's quick. It's given me a summary, and there's... one, two sources listed under it.
- Tobias Renwick NoneRead it critically. Does it say anything you can't see in the sources?
- Imogen Hartley NoneNo. No, it's all there. Although it's cautious about the member query, it says it can't tell whether it's resolved.
- Tobias Renwick NoneGood. That's by design. If the ticket's status hasn't refreshed, it should say it doesn't know rather than guess. I'd far rather it hedge than be confidently wrong.
- Imogen Hartley NoneI agree. So what happens when the data underneath is simply wrong, say a ticket was closed by mistake?
- Tobias Renwick NoneThen the brain will faithfully report a closed ticket. It reads what's in the source, and that's a boundary I'd like people to be clear about. We don't correct your systems, we show them together. The fix happens in the helpdesk, and the brain follows at the next refresh.
- Imogen Hartley NoneRight, that's a useful thing to say out loud to the managers. They may assume it's cleverer than that.
- Tobias Renwick NoneQuite. Let me show you pages you can build yourself. Starter includes the page builder, so you can pin a layout for a scheme and reuse it. I'll build one live. Pick a scheme.
- Imogen Hartley NoneLet's use the smaller one, so I can check the answers against what I know.
- Tobias Renwick NoneSensible. Choose the sections. I'd begin with calls, open queries and invoices, same as before, then we can add a notes section.
- Imogen Hartley NoneThat's done. It's rather satisfying. And I can make this the default for the managers?
- Tobias Renwick NoneYou can share it as a template, yes. Though I'd suggest the managers use it for a fortnight and tell you what's missing before you fix it as the default.
- Imogen Hartley NoneLet's make it count, then. One thing I want to ask. Craig said there's a limit on connectors, and I know the managers will ask for the trustee packs in the shared drive. Can that go in?
- Tobias Renwick NoneThere's a fourth connector slot available, and the shared drive is a standard connector. I'd want the other three loading well before we spend it. Beyond that I wouldn't commit to a date in a training call, but it's the natural next step and I'll make sure Daniel has it on his list.
- Imogen Hartley NoneThat's enough for me for now. Is there anything I should worry about on permissions?
- Tobias Renwick NoneYes, there's one. Pages and chat respect what a person can see in the source, but only where the source exposes it. The call recorder is the one to be careful with, because Craig has it at metadata only for now, pending your compliance lead. When that switches to full transcripts, I'd tell the managers before it happens.
- Imogen Hartley NoneAgreed. I'll speak to compliance this week, it's overdue.
- Tobias Renwick NoneThen for next time: next week we'll go through filters, saved questions and how to check a stale answer, and I'd like the managers on that one. Could you pick the three people?
- Imogen Hartley NoneI will. I'll send names tomorrow. Thank you, Tobias, that was clearer than I expected.
- Tobias Renwick NoneThank you, Imogen. Best, Tobias.
- Imogen Hartley NoneBest, Imogen.
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