Lornefield Pensions Administration / BB-Demo – Qbr
Callcompleted
Lornefield Pensions Administration: documents · 2024-02-05 12:15
Starter QBR before the 3 Apr 2024 renewal. Usage is narrow, with about four active users against 15 licensed. Imogen Hartley wants to take the brain to client services and needs a demo for her sponsor Douglas first.
What was said
What this says
Current to 10 Oct 26Starter QBR before the 3 Apr 2024 renewal. Usage is narrow, with about four active users against 15 licensed. Imogen Hartley wants to take the brain to client services and needs a demo for her sponsor Douglas first.
What happened: Daniel Okafor ran the quarterly review with Imogen Hartley and Craig Paterson. Active users were about four on average, below a quarter earlier but no longer falling, while questions asked held up.
Customer view: Imogen says four or five people prepare the trustee packs and the value shows when one is away. She has survey evidence that trustee meeting preparation now takes a fraction of the time, which she treats as self-reported.
Commercial: client services would mean many more users than 15 and likely more sources. Daniel noted Starter has 4 connectors as a hard limit, so this points to a higher tier.
Watch: Imogen wants Douglas to see a demo before the renewal conversation, and the call does not show his role. Craig wants written notice before any refresh window moves.
Themes
Current to 9 Oct 26Theme
Client services expansion case
Importance
upsell
Sentiment
positive
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 Imogen a demo date by the end of the following week.
- Daniel to confirm in writing to Craig before any change to refresh timing.
- Daniel to share the usage summary and a one-page value note for Douglas.
Risks
Current to 9 Oct 26- Only about four people carry most of the questions, so the value depends on a few individuals.
- The renewal on 3 Apr 2024 comes before any sponsor has seen the client services case.
- The Starter hard limit of 4 connectors could block a client services deployment.
Opportunities
Current to 9 Oct 26- Client services member queries could justify a higher tier with more users and connectors.
- Survey results and question history give Imogen a value story for leadership.
Transcript
Daniel Okafor NoneHello both, thank you for your time. Let me just check who's joined. Imogen, I can see you. Craig, are you there?
Craig Paterson NoneAye, I'm here. Admin console says all connectors green, last refresh complete this morning, no warnings. That's me.
Imogen Hartley NoneThat's Craig for good morning, Daniel. Hello, both. I've got a sandwich, I hope nobody minds, it's the only way I could fit this in.- Daniel Okafor NoneNot at all, it's lunchtime. Right, so this is our quarterly review, and I'd like to cover three things. How it's being used, how the platform has behaved, and what you want from the next few months, including the renewal on 3 Apr 2024. Does that work?
- Imogen Hartley NoneIt does. Let me set the context first, if I may. The real question for us this quarter is whether the brain has become part of how scheme managers work, or whether it's a tool a few enthusiasts use.
- Daniel Okafor NoneThat's the right question, and the usage will help. I'll share my screen. Can you both see the dashboard?
- Craig Paterson NoneI can.
- Imogen Hartley NoneYes.
- Daniel Okafor NoneSo, active users. About four on average across the last month, which is below where it was a quarter ago, though it has stopped falling over the last few weeks. You have fifteen licensed. Questions asked, though, are holding up. The people who use it use it a lot.
- Imogen Hartley NoneThat's what I'd expect. Four or five people, and they're the ones who prepare the trustee packs. If one of them goes on leave it shows.
- Daniel Okafor NoneWhich I'd flag as a kind of risk, to be honest. When a few people carry most of the questions, the value depends on them. It's not a problem today, but I'd like us to widen it.
- Imogen Hartley NoneAgreed. And there's a pull for that. People on the client services side have been asking.
- Daniel Okafor NoneCraig, from the admin side, what have you been seeing?
- Craig Paterson NoneWell. Just to flag, the ticketing connector took longer than usual about three weeks back. That's the connector timing out again, I thought, but it recovered on the next run. I kept a screenshot of the log in case it came back. It hasn't.
- Daniel Okafor NoneI saw that one on my side and it matches what you describe. A single slow run, no gap in records. If it returns, would you send me the screenshot straight away?
- Craig Paterson NoneI will. I'll keep an eye on it.
- Daniel Okafor NoneThank you. And on the refresh, it's finished before seven every business morning in the period. That's the commitment, and you've had it.
- Craig Paterson NoneAye, that's the same as my notes. Though, if I could raise one thing. I'd like to be told before a refresh window moves, not after. We had a morning last autumn where I found out from the console.
- Daniel Okafor NoneThat's fair, Craig, and I remember it. I'll make sure any change to timing comes to you ahead of time, in writing, and we agree the change window together.
- Craig Paterson NoneThat'd be grand.
- Daniel Okafor NoneImogen, can I go back to what you said about client services. What would you want them to do with it?
- Imogen Hartley NoneMostly member queries. At the moment a member rings, an adviser looks in the ticket system, then the scheme records, then asks someone about the last trustee conversation. If the brain pulls that together, that's minutes saved on every call. I've seen this work, but it would mean a lot more people on the system than fifteen.
- Daniel Okafor NoneRight. That would be a different shape of deployment. More teams, more users, and likely more connectors. That's what the next tier up is for, but I don't want to put the cart before the horse. What do you need to know before you could take that to your leadership?
- Imogen Hartley NoneI need to show it works for them with their data, not just the managers' data. And I need a sponsor. I won't let this drift. Douglas would have to see it.
- Daniel Okafor NoneThat seems wise. I could put together a short demonstration with some anonymised member-query examples, so Douglas sees it in his own terms. Would that help?
- Imogen Hartley NoneIt would. Can we aim for the next few weeks? I'd rather he saw it before the renewal conversation, not during.
- Daniel Okafor NoneI'll come back to you by the end of next week with a date. I want to check the demo environment first, so I won't promise one today.
- Imogen Hartley NoneFine.
- Craig Paterson NoneCan I ask something about connectors? If client services come on, would they need new sources connected, or would the same ones do?
- Daniel Okafor NoneGood question. Starter has four connectors and that's a hard limit. If client services need something beyond what's connected now, say another source for member records, you'd hit that. The upper tiers raise it considerably. But I'd have to look at which sources before saying what you'd need.
- Craig Paterson NoneRight. I'd want to know that early. Connectors need a change window agreed in advance, and I'd not want to be asked for a new one in a rush.
- Daniel Okafor NoneCompletely reasonable. Nothing would be added without you agreeing the window.
- Imogen Hartley NoneCraig, you can't commit to this either way, I know. It's an input, that's all.
- Craig Paterson NoneAye. It's not my call on the commercial side. I'm only saying what the system needs.
- Daniel Okafor NoneUnderstood, and helpful. Let me turn to value, since this is a review. Imogen, last time we spoke you wanted a story you could take to leadership. How far have you got?
- Imogen Hartley NoneFurther than I expected, thanks to you. We surveyed the managers. Before, preparing for a trustee meeting took most of a day. Most of them now say it's a fraction of that. It's self-reported, so I'd treat it carefully, but it's consistent.
- Daniel Okafor NoneI'd say it's consistent with the question history too. The heaviest asking is in the days before trustee meetings. That's two independent signals pointing the same way.
- Imogen Hartley NoneWhich is lovely, because I can say that without exaggerating.
- Daniel Okafor NoneShall I recap? I'll send the demo date by the end of next week. I'll write to Craig before any change to refresh timing. And I'll share the usage summary and a one-page value note you can use with Douglas.
- Imogen Hartley NoneThat's all I wanted. Thank you, Daniel.
- Craig Paterson NoneAye, thanks. Regards, Craig.
- Daniel Okafor NoneThank you both. Best wishes, Daniel.
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