Lornefield Pensions Administration / BB-Demo – Qbr
Callcompleted
Lornefield Pensions Administration: documents · 2024-08-05 09:30
Growth QBR with Nell Ashcombe joining. Usage is slightly down, put down to summer leave. Imogen Hartley raised a second team and wants a sponsor; Craig Paterson wants advance notice of any schedule change.
What was said
What this says
Current to 10 Oct 26Growth QBR with Nell Ashcombe joining. Usage is slightly down, put down to summer leave. Imogen Hartley raised a second team and wants a sponsor; Craig Paterson wants advance notice of any schedule change.
What happened: Daniel Okafor, with Nell Ashcombe joining, reviewed usage and connectors for a Growth customer on 40 licensed users. Average daily active users were around eleven, a touch down, which Imogen Hartley attributes to July leave.
Customer view: Imogen says she is still the single largest asker and would rather the habit belonged to the team. Fee invoice questions next to call notes are the newer habit she wants to push.
Commercial: Imogen raised a second team, with Douglas aware, and Nell confirmed headroom within the 40 users. No proposal is agreed yet; Imogen will come back after speaking to Douglas.
Watch: a call recorder connector timeout recovered on retry with no gap. Craig wants a change window agreed in advance.
Themes
Current to 9 Oct 26Theme
Second team expansion
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 check with the platform team and write to Imogen and Craig about the schedule.
- Daniel to send Imogen a breakdown of who asks what.
- Imogen to speak to Douglas and return to Nell and Daniel on the second team.
Risks
Current to 9 Oct 26- Imogen remains the single largest asker, so the habit still leans on one champion.
- Craig is sensitive to unannounced changes to the refresh schedule.
- The second team has no named owner or sponsor yet.
Opportunities
Current to 9 Oct 26- A second team fits within the 40 licensed users, so a short proposal could follow.
- Fee invoice questions beside call notes are a growing habit that could spread to finance.
Transcript
Daniel Okafor NoneHello, hello. Thank you all for making the time. I can see Imogen. Craig, are you with us yet?
Craig Paterson NoneAye, I'm here. Just letting the admin console load in the other window. Can you hear me all right?- Daniel Okafor NoneLoud and clear. I think Nell is just joining, she had a call that was running over.
Nell Ashcombe NoneSorry, sorry. Morning, all. Right. Before we start, Imogen, Craig, what do you each need to leave with today?
Imogen Hartley NoneGood morning, Nell. Let me set the context first, if I may. We're well into our second year with the brain. The scheme-relationship managers use it in their weekly reviews, and what I have to be able to say to the rest of the business is whether it is still earning its place. So the real question is: what does usage look like this quarter, how healthy are the connectors, and is anything on your side about to change under us?- Nell Ashcombe NoneThat's a fair brief. Craig?
- Craig Paterson NoneMine's simpler. I'd like to know that nothing moves in the refresh without us being told beforehand. Just to flag, that's what's caught me out before.
- Daniel Okafor NoneThat's noted, Craig, and I'll come back to you on it by the end of the call. Shall I start with usage? I'll share my screen. Can everyone see the usage page?
- Imogen Hartley NoneYes, I can see it. Mm.
- Daniel Okafor NoneSo you're on Growth, forty licensed users, forty-four thousand a year, and across the last month the average number of people active on a given day is around eleven. That's a touch down on the previous quarter, a few percent, which on numbers this size is one or two people being away.
- Imogen Hartley NoneThat tallies with the summer. We had a lot of annual leave in the relationship team in July. I'd be more worried if it had fallen off a cliff in September, frankly.
- Nell Ashcombe NoneSay what happened, say how you know. Is it leave, or do we think it's something else? Daniel, can we see who's asking the questions?
- Daniel Okafor NoneWe can. Give me a second. So the questions are spread reasonably well. Imogen, you're still the single largest asker, which you'll not be surprised by, but it's not the whole picture. There are a handful of relationship managers asking most weeks, and the finance side comes in around month end.
- Imogen Hartley NoneI'd rather it were less me, to be honest. I've seen this work when the habit belongs to the team and not to the champion. Let's make it count on that front.
- Nell Ashcombe NoneWhat would the brain say? Which questions do the relationship managers actually ask, if you filter it down to the trustee-call material?
- Daniel Okafor NoneMostly the pattern you built it for. What was said on the last trustee call, which member queries are still open for that scheme, and whether the fee invoice for the quarter has gone out. The invoice questions are the newer habit, they only really picked up this year.
- Imogen Hartley NoneWhich is the one I'd like to push. The fee invoices sitting next to the call notes is where the managers first said it changed their Monday meeting.
- Nell Ashcombe NoneGood. Hold that thought, Imogen, I want to come back to it. Craig, shall we do the connectors while we've got you?
- Craig Paterson NoneAye. So reading from the console. All the connectors show green. Last full refresh completed before seven this morning. The call recorder one took a bit longer than usual a fortnight back, that's the connector timing out again, but it recovered by itself and I'll keep an eye on it.
- Daniel Okafor NoneI saw that on our side too. It retried and completed on the second attempt. No gap in what was indexed.
- Craig Paterson NoneThat's what I saw. I'm only mentioning it so it's on the record. No ticket, there wasn't anything worth a screenshot.
- Nell Ashcombe NoneAnd that's fine, that's how it should work. Anything you'd like us to do about the timeout?
- Craig Paterson NoneA change window agreed in advance would be the main thing. If you're going to touch the schedule, tell me the day before and I'll warn the team.
- Daniel Okafor NoneUnderstood. Nothing is planned to the schedule that I know of, but just to close the loop, I'll check with our platform team this week and write to you both, so it's on paper.
- Imogen Hartley NoneThank you, Daniel. Nell, while you're here, can I ask the bigger question? We've been a design partner, and I'd like us to think about what a second team would look like. Not today, but I want a sponsor on it before it drifts.
- Nell Ashcombe NoneI'd welcome that. We're well within the forty users, so headroom is there on the licence. The question is whose team and who owns it on your side. If that's you, we can pull a short proposal together.
- Imogen Hartley NoneLikely me, with Douglas aware. Let me talk to him and come back to you. I'd rather not hand you half a plan.
- Nell Ashcombe NoneFair enough. Daniel, can you hold a slot for that?
- Daniel Okafor NoneOf course. I'll send a note after the call with the three things we agreed: the platform team check for Craig, the breakdown of who asks what for Imogen, and a placeholder conversation for the second team. How is the team finding it day to day, Craig, from where you sit?
- Craig Paterson NoneQuiet, which is what I want. Nobody's phoning me. I'd take that as a good sign.
- Nell Ashcombe NoneBest kind of feedback. Right, thank you all. That's us.
- Daniel Okafor NoneThanks again, everyone. Best wishes, and speak soon.
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