Lornefield Pensions Administration / BB-Demo – Check In
Callcompleted
Lornefield Pensions Administration: documents · 2023-11-08 14:30
Daniel Okafor's 2023-11-08 check-in with Imogen Hartley found rising use, a successful shared drive connector and all four connector slots used. Fifteen licences are close to the limit; renewal planning is set for the new year.
What was said
What this says
Current to 10 Oct 26Daniel Okafor's 2023-11-08 check-in with Imogen Hartley found rising use, a successful shared drive connector and all four connector slots used. Fifteen licences are close to the limit; renewal planning is set for the new year.
What happened: Imogen said use is growing and member services administrators have become a surprise group of users. The shared drive connector is behaving and trustee packs now show beside the calls.
Customer view: She reported nothing of substance as complaints and called it a good year. She wants Douglas, who signs, involved early so he does not hear about it at the last moment.
Commercial: All four connector slots are in use and she is not far from the fifteen licences. A fifth source such as the CRM, or more users, would be a conversation about the plan.
Watch: Imogen has written a value note for Douglas. The evidence does not show his view beyond Daniel's recollection that he was open to the group looking at the wider picture.
Themes
Current to 9 Oct 26Who was there
BB-Demo
Them
Follow-up
Next steps
Current to 9 Oct 26- Daniel Okafor to send comments on the value note by the middle of the following week.
- Daniel Okafor to set a date in the new year for the planning conversation, with Douglas involved early.
Risks
Current to 9 Oct 26- The signer, Douglas, could hear about plan changes late if he is not involved early.
Opportunities
Current to 9 Oct 26- Fifteen licences are close to the limit, so more users are likely to be needed.
- A CRM connector would be a fifth source and a conversation about the plan.
Transcript
Daniel Okafor NoneGood afternoon, Imogen. Thank you for making the time. It's only the two of us, I believe.
Imogen Hartley NoneGood afternoon, Daniel. Yes, Craig sends apologies, he's in the middle of a change window on something else and I wouldn't dare disturb him. How are you? Did you get away at all in the autumn?- Daniel Okafor NoneA few days in the Highlands, funnily enough, so I thought of you. It rained the whole time, which I gather is customary. How's the team?
- Imogen Hartley NoneBusy, and in a good way, I think. The real question these days isn't whether they use the brain, it's whether I can keep up with what they're asking of it.
- Daniel Okafor NoneThat's a nice problem. Can I take you through what I'm seeing, and you tell me whether it matches the feeling on the ground? Active users are up again on the last review, the questions asked per week are the highest they've been, and it's still broadly spread across the managers.
- Imogen Hartley NoneIt matches. The member services administrators joined after your session and they've been the surprise. They use it on tickets mostly, to see what was said to the scheme's trustees before they answer a member. That's saved a number of awkward replies, which is how I'd put it to Douglas.
- Daniel Okafor NoneI'd hoped for that. The people behind the tickets often see the benefit before anyone else. Any complaints at all? I always like to ask.
- Imogen Hartley NoneNothing of substance. Two managers asked for the page to remember the last filter they used. Small thing.
- Daniel Okafor NoneI'll note that for Tobias. Now, the shared drive connector. As I understand it, Craig's arrangement was agreed and it's been loaded since the summer. Is it behaving?
- Imogen Hartley NoneIt's behaving and, more to the point, it's being used. The trustee packs show up beside the calls, and the managers say that's the missing piece. I'd call it a success. Craig reckons it's the quietest connector he's got, which is high praise.
- Daniel Okafor NoneThen that's all four slots in use, which is good news and also something I should say plainly: that's the limit on this plan. If anyone asks for a fifth source, that would be a conversation about the plan rather than a switch I can flip.
- Imogen Hartley NoneUnderstood. Nobody has, yet. But I've a suspicion the CRM will come up at some point. And, I should say, the users. We've fifteen licences and I'm not far from needing to think about it.
- Daniel Okafor NoneLet's park it for now, because there's no need to decide anything in November. I'd rather you told me when you were at twelve or thirteen than at fifteen. What I'd like to do is look together in the new year, ahead of the renewal, at what you've got, what you need and what that would look like on paper.
- Imogen Hartley NoneThat sounds right. I'd say, too, that I'd like Douglas involved in that conversation early. I've seen it go wrong where the person who signs only hears about it at the last moment.
- Daniel Okafor NoneI agree entirely. He was generous at the review in the summer, and he was open that the group would look at the wider picture. I'd rather we gave him the evidence in good time. Did the value note get written?
- Imogen Hartley NoneIt did, a page and a half, with the trustee query story and the spreadsheet manager and now the member services administrators. I'll send it across. I'd like you to tell me if it's missing something an outsider would ask.
- Daniel Okafor NoneI'd be glad to read it. I'll come back to you by the middle of next week with my comments, and I'll set a date for the planning conversation in the new year. Is there anything else on your mind?
- Imogen Hartley NoneOnly thank you, really. You and Tobias have been patient with a design partner who asks awkward questions. It's been a good year.
- Daniel Okafor NoneIt's been a pleasure, truly. Thank you, Imogen. Best wishes, Daniel.
- Imogen Hartley NoneBest, Imogen.