Lornefield Pensions Administration / BB-Demo – Qbr
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Lornefield Pensions Administration: documents · 2023-08-04 11:15
At the 4 Aug 2023 QBR, active users have nearly doubled and connectors are green. Douglas Baird, Chief Operating Officer, wants to understand the cost of adding users and asked that the renewal not be left to the last moment.
What was said
What this says
Current to 10 Oct 26At the 4 Aug 2023 QBR, active users have nearly doubled and connectors are green. Douglas Baird, Chief Operating Officer, wants to understand the cost of adding users and asked that the renewal not be left to the last moment.
What happened: Daniel showed usage with Imogen, Craig Paterson and Douglas present. Active users have nearly doubled on the previous quarter, driven mostly by relationship managers preparing for trustee calls.
Customer view: Support was light, with two minor tickets, a connector timeout that cleared itself and a how-to. Craig asked to be told before any change to the refresh time.
Commercial: Douglas said the group wants to understand the cost before asking for more people. Daniel restated nineteen and a half thousand a year on Starter for fifteen users, invoiced and paid on time, and offered add-ons or a bigger tier.
Watch: Douglas wants the renewal conversation early with concrete usage evidence. Imogen also asked for open member queries split by age, which Daniel has not promised.
Themes
Current to 9 Oct 26Theme
Adoption growth, cost of expansion
Importance
renewal
Sentiment
positive
Voice
decision-maker
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Daniel to come back with user add-on and tier options when Douglas is ready.
- Daniel to put the renewal conversation in the diary well ahead, with usage evidence.
- Daniel to add Craig to the change notice list and reply on query age by the end of next week.
Risks
Current to 9 Oct 26- Group cost sensitivity: Douglas wants the price of extra users understood before any request is made.
- A change to the nightly refresh time without notice would damage trust, as Craig said it did last year.
Opportunities
Current to 9 Oct 26- Rising usage is approaching the fifteen-user Starter limit, which opens add-on users or a bigger tier.
- Imogen wants member-query tickets split by age, which could deepen use of the brain.
Transcript
Daniel Okafor NoneGood morning, everyone. Thank you all for your time. Let me just check who has joined. Imogen, I can see you. Craig, and Douglas, hello.
Imogen Hartley NoneMorning, Daniel. Yes, we're all here. Douglas has just sat down, I think he's fighting with his headset.
Douglas Baird NoneGood morning. My apologies, the audio was being difficult. Can you hear me properly now?- Daniel Okafor NoneLoud and clear. Thank you, Douglas. How's the week been in Edinburgh? Is the weather behaving?
Craig Paterson NoneGrey. It's been the sort of week where you don't quite take your jacket off. But the connectors are all green, so I'm not complaining.- Daniel Okafor NoneThat's a good start. So this is our quarterly review. I thought we'd look at how the team is using the brain, then what's gone well and what's been awkward, and then what you'd like from the next few months. Does that suit?
- Imogen Hartley NoneThat suits. Perhaps I can set the context first, Daniel. The real question for us is whether the scheme-relationship managers are starting with the brain or going back to the old routine of opening three systems.
- Daniel Okafor NoneRight, that's exactly the right question. Let me share my screen. Mm, give me a second. Can you see the usage page?
- Imogen Hartley NoneWe can. Oh, that's a bigger bar than I expected.
- Daniel Okafor NoneIt is. Active users have nearly doubled compared with the previous quarter. You're on Starter with fifteen licences, and you're comfortably inside that, but you're getting closer to using more of them than you were.
- Douglas Baird NoneIf I may, Daniel, in fairness I'd like to understand what is driving that. Is it the relationship managers, or is it a handful of enthusiasts?
- Daniel Okafor NoneGood challenge. It's mostly the relationship managers now. Early on it was Imogen and one or two others. Over the last few weeks it's the people preparing for trustee calls, asking things like what was said at the last meeting and which member queries are still open.
- Imogen Hartley NoneI can confirm that from the floor. Two of the managers told me last week they now start every trustee prep in the brain. I've seen this work before, and it's usually word of mouth that does it.
- Douglas Baird NoneThat is encouraging. And the trustees themselves, have they remarked on anything?
- Imogen Hartley NoneNot directly, but the packs are going out with fewer gaps. One scheme chair said the summary of member queries was the clearest they'd had. I'll take that.
- Daniel Okafor NoneThat's lovely to hear. Craig, can I turn to you? How's the plumbing been? I can see two tickets in the last month, which is quiet.
- Craig Paterson NoneAye. Just to flag, both were minor. One was the call recorder connector timing out on a long refresh, and it cleared itself by the next morning. I had the log excerpt ready but it wasn't needed in the end.
- Daniel Okafor NoneAnd the other?
- Craig Paterson NoneA how-to, really. One of the new users couldn't find the saved searches. I pointed her at the search page and that was it. I'll keep an eye on it.
- Daniel Okafor NoneThank you. That's what I'd hope to see, small things, quickly closed. Nightly refresh has been finishing before the working day started, every day this quarter, so nobody has been looking at stale data.
- Craig Paterson NoneThat matches what the admin console says. All four connectors green, nothing pending.
- Douglas Baird NoneDaniel, I'd welcome a conversation, not today necessarily, about what happens if we find we want more people on this. The group's position is that we should understand the cost before we ask.
- Daniel Okafor NoneOf course, and there's no pressure. For the record, you're contracted at nineteen and a half thousand a year on Starter, fifteen users, and that has been invoiced and paid on time. If you needed more users there are add-ons for that, or a conversation about a bigger tier. I'll come back to you with options when you're ready.
- Douglas Baird NoneThat's helpful. Thank you. I'd rather know the shape of it early.
- Imogen Hartley NoneCan I add something, Daniel? The thing I'd like to explore is the member-query tickets side. We've got the fee invoices and the trustee calls well covered, but the tickets are where the managers say they lose time.
- Daniel Okafor NoneYes. How is the team finding the ticket view at the moment? Is it the content or is it how it's presented?
- Imogen Hartley NoneA bit of both. The content is there, but they want to ask it things like which schemes have the most open queries this month, rather than hunting scheme by scheme.
- Daniel Okafor NoneThat's a question the chat should handle already. Let me try it live. I'll type, which schemes have the most open member queries. Mm. There. Does that look like what you meant?
- Imogen Hartley NoneYes, that's it. Well, that's very nearly it. If it could split by age of query, that would be the thing.
- Daniel Okafor NoneI'll note that. I'd want to check with our team before I promise anything on how that's shown, so I'll come back to you by the end of next week.
- Craig Paterson NoneJust before we move on, one thing from my side. If the refresh time ever moves, I'd like to be told before, not after. We had a morning last year where it shifted and the managers noticed first.
- Daniel Okafor NoneThat's fair, and I'll make sure you're on the notice list. A change window agreed in advance, always.
- Craig Paterson NoneAppreciated.
- Douglas Baird NoneDaniel, a final point from me. The contract runs on for some months yet, but I'd prefer we did not leave the renewal until the last moment.
- Daniel Okafor NoneAgreed. I'll put a renewal conversation in the diary well ahead, and I'll bring usage evidence with it so you have something concrete for the group.
- Imogen Hartley NoneGood. Let's make it count. Thanks, Daniel, this was a useful review.
- Daniel Okafor NoneThank you all. Just to close the loop: I'll send the query-age question to our team, add Craig to the change notice list, and send a short summary today. Best wishes, and speak soon.
- Douglas Baird NoneThank you, and kind regards to you all.
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