Lornefield Pensions Administration / BB-Demo – Check In
Callcompleted
Lornefield Pensions Administration: documents · 2023-07-05 14:15
Imogen Hartley says use is spreading and people are asking for the brain. Daniel Okafor flagged room for five or six more users and the renewal on 3 Apr 2024. Imogen wants a value note she can take to Douglas.
What was said
What this says
Current to 11 Oct 26Imogen Hartley says use is spreading and people are asking for the brain. Daniel Okafor flagged room for five or six more users and the renewal on 3 Apr 2024. Imogen wants a value note she can take to Douglas.
What happened: Imogen Hartley said the brain has moved from cautious acceptance to people asking for it. Daniel Okafor said monthly users are well over three times the prior quarter.
Customer view: Imogen wants new users added only where there is a clear use. She asked for worked examples from Lornefield's own schemes and reported no connector issues.
Commercial: Lornefield has fifteen licensed users, so there is room for five or six more. The contract runs to 2 Apr 2024, with renewal on 3 Apr 2024.
Watch: Imogen wants to tell Douglas what the brain has saved in terms of trustee confidence. Douglas was not on the call, so the renewal case still has to reach him.
Themes
Current to 9 Oct 26Theme
Adoption growth, renewal groundwork
Importance
praise
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 the questions the team wants to answer by the end of the week.
- Daniel Okafor to run a short session for new users and send dates.
- Daniel Okafor to prepare a usage note for Douglas ahead of the next check-in.
Risks
Current to 9 Oct 26- New users may log in once and drift off without guidance on asking good questions.
- The renewal case still has to be made to Douglas, who was not on the call.
Opportunities
Current to 9 Oct 26- Five or six more users could be added within the fifteen licensed.
- Two relationship managers from another part of the business have asked to try the brain.
Transcript
Daniel Okafor NoneAfternoon, Imogen. Thanks for making the time. Can you hear me alright?
Imogen Hartley NoneAfternoon, Daniel. Yes, clear as a bell. It's lovely and sunny here, which makes it harder to stay in a meeting room.- Daniel Okafor NoneHa, I'll try to make it worth your while. How is the team finding it? That's always my first question.
- Imogen Hartley NoneBetter than I'd hoped, honestly. A few months ago I'd have said cautiously positive. Now I'd say people are asking for it. The relationship managers have started opening it before trustee meetings without being asked.
- Daniel Okafor NoneThat's good to hear, and it matches what I've seen. Let me share the numbers, because I've pulled them. The number of people using it in a typical month is well over three times what it was the quarter before. And the number of questions being asked has climbed with it.
- Imogen Hartley NoneThat's about right. At the start it was me and a couple of others. Now it's a handful of people every day, and I've had two relationship managers from another part of the business ask if they can have a go.
- Daniel Okafor NoneThat's the bit I wanted to ask about. You've fifteen licensed users, and at the moment you're using a fair share of them. So there's still room, but I'd like us to think about who the next five or six are, and whether they'd be a good fit.
- Imogen Hartley NoneI'd say yes to both. I'd rather we added people because they've a clear use for it, not because they've heard it's the thing. The real question is who'd get real value from it.
- Daniel Okafor NoneI think that's wise. Usage is spreading beyond you and your immediate team, which is healthy, but it's worth making sure the newcomers don't just log in once and drift off. So what I'd suggest is a short session, run by me, for the new people. Forty minutes or so, on how to ask the brain good questions.
- Imogen Hartley NoneI'd welcome that. I've seen people ask something vague, get a vague answer, and decide it doesn't work. A few worked examples from our own schemes would help a lot.
- Daniel Okafor NoneThen we'll build them from your own material. If you can tell me two or three questions the relationship managers wish they could answer quickly, I'll start from those.
- Imogen Hartley NoneThe one I hear most is, what did we promise this trustee last time, and has anything come up since? Another is, which schemes have had a lot of member queries this month? And what's the state of the fees for a scheme, in one line.
- Daniel Okafor NoneThose are good, and they span the sources, which is the point of the thing. How have the connectors been behaving? I haven't seen a ticket from you for a while.
- Imogen Hartley NoneNo issues at all. It's been quiet, in the best sense. The nightly refresh has been there when people come in, as far as I can tell.
- Daniel Okafor NoneI'm glad. I'll keep an eye on it from my side too. One more thing, just so it's said. Your contract runs to 2 Apr 2024, with the renewal on 3 Apr 2024. It's some months off, but I'd like us to be in a position where the case for renewing is simply obvious, from the use and from what the team tells you.
- Imogen Hartley NoneI think it will be. I'd like to be able to tell Douglas what it's saved us, in terms he cares about, which is trustee confidence. Perhaps we can build that over the next few months.
- Daniel Okafor NoneAbsolutely. I'll come back to you with a short note of what the numbers show, and you can add what you're hearing from the managers. Then you've both halves of the story.
- Imogen Hartley NoneThat would be ideal. Let's make it count.
- Daniel Okafor NoneSo, to close the loop. You'll send me the questions the team wants to answer, by the end of the week if you can. I'll prepare the session for the new people and send some dates. And I'll put together the usage note for Douglas ahead of the next check-in. Is there anything else on your mind?
- Imogen Hartley NoneNo, that's everything. It's been a good quarter and I wanted to say so. Thanks, Daniel.
- Daniel Okafor NoneThat means a lot, thank you. Best wishes, Imogen, and enjoy the sunshine.
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