Lornefield Pensions Administration / BB-Demo – Check In
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Lornefield Pensions Administration: documents · 2023-12-28 13:45
Imogen Hartley says usage is mixed: active users are down by about a fifth, but a few heavy users get real value. Connectors are healthy. Daniel Okafor proposed a short session for occasional users ahead of the spring renewal.
What was said
What this says
Current to 10 Oct 26Imogen Hartley says usage is mixed: active users are down by about a fifth, but a few heavy users get real value. Connectors are healthy. Daniel Okafor proposed a short session for occasional users ahead of the spring renewal.
What happened: Daniel Okafor reviewed usage with Imogen Hartley on 28 Dec 2023. Active users are down by about a fifth on the previous quarter, driven by a long tail of occasional users.
Customer view: Imogen accepts the picture and says she has not pushed adoption since the autumn. Two managers have stopped doing meeting prep in a spreadsheet.
Commercial: The Starter contract covers fifteen licensed users at £19,500 a year as it stands. Daniel framed the renewal around one question, what the brain changed for the customer, and Nell is to speak to Imogen and Douglas nearer the time.
Watch: Falling logins with no tickets and no complaints could turn into quiet drift if the occasional users are not brought in.
Themes
Current to 9 Oct 26Theme
Adoption habit before renewal
Importance
renewal
Sentiment
mixed
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Daniel Okafor to send slots for a half-hour session in the first full week of the new year, with example questions.
- Imogen Hartley to ask the two managers whether BB-Demo may quote them.
- Daniel Okafor to send a usage summary for Douglas before the end of January.
Risks
Current to 9 Oct 26- Active users are down by about a fifth on the previous quarter, with a long tail of occasional users.
- The customer has not pushed adoption since the autumn, so usage depends on a few heavy users.
Opportunities
Current to 9 Oct 26- A short session for occasional users could lift adoption on the existing Starter subscription.
- Quotes from two managers who dropped spreadsheet prep could support the value case at renewal.
Transcript
Daniel Okafor NoneHello, Imogen. Thank you for making the time in the middle of the holidays. Is it just us?
Imogen Hartley NoneJust us. Hello, Daniel. Happy Christmas, or what's left of it. I'm in the office because it's the only quiet place in the house.- Daniel Okafor NoneHappy Christmas to you too. How are the family? Is your daughter still on the university applications?
- Imogen Hartley NoneShe is, and I am being told very firmly not to help. Thank you for asking.
- Daniel Okafor NoneHa. Sensible. Right. So today I've pulled together how the brain's been used since the autumn, what's working, and a look ahead to the renewal in the spring. Happy to go in any order you like.
- Imogen Hartley NoneUsage first, please. I suspect it's not a flattering picture, and I'd rather hear it from you.
- Daniel Okafor NoneIt's mixed, and I'd not describe it as bad. Active users are down by about a fifth on the previous quarter, so there are fewer people logging in on a typical day. But the questions that are being asked are good ones, and they're coming from a few people who use it properly.
- Imogen Hartley NoneThat fits what I see. The ones who've made it part of their routine are very keen. The others open it when I remind them.
- Daniel Okafor NoneThat's the pattern I'm seeing too. A handful of relationship managers asking it before trustee meetings, and then a long tail who've looked a couple of times.
- Imogen Hartley NoneI think part of it is that trustee season is busy and people go back to what they know. And part of it is us, if I'm honest. I haven't pushed it since the autumn.
- Daniel Okafor NoneI understand. Can I say something about the heavy users? I looked at what they actually ask. A lot of it is the kind of thing you described at the start. What's happened with this scheme in the last quarter, any member queries that have escalated, are the fee invoices up to date.
- Imogen Hartley NoneWhich is the whole point. Good. That's reassuring.
- Daniel Okafor NoneIt is. Which makes me think the product's doing its job and the thing we need to work on is habit, not features. Does that match your instinct?
- Imogen Hartley NoneIt does. The real question is how to get the occasional users to see what the heavy ones see.
- Daniel Okafor NoneHere's an idea. A short session, half an hour, for the people who open it occasionally. I show them the questions the heavy users are asking, using your own scheme data, and let them try two or three themselves. Nothing long. Would your team come to that?
- Imogen Hartley NoneI think they would, if it was early in the new year and I made it clear it was expected. I'd attend as well, so it doesn't look optional.
- Daniel Okafor NoneThat would help a great deal. Shall I propose a couple of slots in the first full week back?
- Imogen Hartley NonePlease. Mornings are better. And if you could send me the example questions in advance I'll forward them, so people arrive with something in mind.
- Daniel Okafor NoneI'll do that. Now, connectors. All four are loading, nothing has stalled, and the records indexed have kept moving. So the data is fresh, and I'm glad to say there's nothing for you to worry about there.
- Imogen Hartley NoneThat's one less thing. We've had no complaints from the team, which in this place is the nearest thing to praise.
- Daniel Okafor NoneI'll take it. Tickets as well, none in the last month, which is quiet for a reason I'd put down to the holidays more than anything.
- Imogen Hartley NoneYes. It's nobody here, to be fair.
- Daniel Okafor NoneThen the renewal. It's in April, and I'm not going to ask you to decide anything today. The contract is for fifteen licensed users on Starter, nineteen and a half thousand a year as it stands, and Nell will want to speak to you and Douglas nearer the time. What I'd like is that by then we have a good answer to the question, what did the brain change for you?
- Imogen Hartley NoneWhich is the right question. I can give you a few examples now, actually. Two of the managers told me they'd stopped doing their pre-meeting prep in a spreadsheet. That's something I'd not expected.
- Daniel Okafor NoneThat's lovely. Could you ask them if I could put a line from them in the review? Just a sentence, in their own words.
- Imogen Hartley NoneI'll ask. I'd expect them to say yes, they're proud of it.
- Daniel Okafor NoneWonderful. So, just to close the loop. I'll send you slots for the short session in the first full week of the new year, plus the example questions. You ask the two managers about a quote. And I'll come back to you before the end of January with a usage summary you can show Douglas. Does that cover it?
- Imogen Hartley NoneThat's everything. Thank you, Daniel. Enjoy what's left of the break.
- Daniel Okafor NoneAnd you. Best wishes, Daniel.
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