Lornefield Pensions Administration / BB-Demo – Renewal
Callcompleted
Lornefield Pensions Administration: documents · 2025-01-22 15:45
Renewal call on 22 Jan 2025. BB-Demo admitted usage is roughly a third down. The Chief Operating Officer wants a trustee value summary before committing, and a follow-up is pencilled in for the middle of February.
What was said
What this says
Current to 11 Oct 26Renewal call on 22 Jan 2025. BB-Demo admitted usage is roughly a third down. The Chief Operating Officer wants a trustee value summary before committing, and a follow-up is pencilled in for the middle of February.
What happened: Daniel Okafor set out the Growth renewal at £44,000 for 40 users, open at the same figure. Nell Ashcombe volunteered that usage has dropped and that it is adoption, not a fault.
Customer view: Douglas Baird said those who use it speak well of it, but trustees ask what the group receives for the sum paid. Morag Lindsay asked only for dated invoice periods and the renewal amount.
Commercial: Douglas would not commit the group on the call and Morag said he must sign. The data lead sent apologies, so the day-to-day owner was not heard.
Watch: the value summary and manager working session must land before the follow-up, or the renewal rests on a weak usage story.
Themes
Current to 9 Oct 26Theme
Adoption dip, trustee value case
Importance
renewal
Sentiment
mixed
Voice
decision-maker
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Daniel Okafor to send working-session dates and a dated invoice copy within the week.
- Daniel Okafor and Nell Ashcombe to deliver the trustee value summary before the mid-February call.
Risks
Current to 9 Oct 26- Usage is roughly a third down and the trustees are questioning what the fee buys.
- The Chief Operating Officer would not commit on the call and the data lead was absent.
Opportunities
Current to 9 Oct 26- A plain value summary and a managers' working session on their own schemes could rebuild adoption before the renewal.
Transcript
Daniel Okafor NoneGood afternoon, everyone, and thank you for your time. Let me just check who's joined. Douglas, Morag, and Nell is with me from our side. Is that everyone you were expecting?
Douglas Baird NoneGood afternoon, Daniel, and thank you. Yes, I believe that is everyone. Imogen sends her apologies, as she is with a scheme auditor this afternoon, so I shall speak for the data side as best I can.
Nell Ashcombe NoneAfternoon, both. Douglas, before we start, what do you need to leave with today? I'd rather we're useful than polite.- Douglas Baird NoneThat is a fair question, Nell. In fairness, I should like to leave understanding where the renewal stands, and what, if anything, the group will expect me to evidence. Morag has some practical points as well.
Morag Lindsay NoneYes. I've a couple, for our records. Mainly the contract period and what's invoiced. I'll leave them until you've had your say.- Daniel Okafor NoneThank you, Morag. Let me set the scene, and then we can go where you like. You're on Growth, forty licensed users, forty-four thousand for the year. The contract runs to the beginning of April, and the renewal is open at the same figure unless we agree otherwise.
- Nell Ashcombe NoneI'll add the thing that's less comfortable. Usage has dropped. Roughly a third fewer people using it on an average day compared with last quarter. I'd rather say that than have you find it. That's the honest picture.
- Douglas Baird NoneI appreciate your candour, Nell. It is, in fairness, consistent with what I have been hearing from the managers. A number of them have been rather occupied, and I suspect the holiday period has not helped.
- Daniel Okafor NoneThat's part of it, I think. But I don't want to explain it all away. A few of the people who used it most have moved onto different work, and the newer managers haven't picked it up. How is the team finding it, from your side, Douglas?
- Douglas Baird NoneThose who use it speak well of it. The trouble is that there are fewer of them than I would like, and the trustees ask me, quite reasonably, what we are receiving for the sum we pay.
- Nell Ashcombe NoneRight. Then what would the brain say? Nobody has raised a ticket this month, so it's not a fault. It's adoption. That's on us as much as on you, we should have seen the dip earlier and called you about it.
- Douglas Baird NoneThat is generous of you. I would not wish to apportion blame. I would simply welcome a plan.
- Daniel Okafor NoneThen let me offer one. First, a working session for the managers who've drifted away, on your own schemes, with real questions. Second, a short value summary for the trustees, showing the questions asked and which calls they helped prepare. Third, we review the numbers again before the renewal date, not at it.
- Douglas Baird NoneThat sounds sensible. The value summary would be particularly welcome, as it would give me something to put in front of the group if I am asked.
- Nell Ashcombe NoneWe'll write it plainly. What happened, how we know, and where it's thin. If the case is weak in places, it'll say so.
- Douglas Baird NoneI should appreciate that. Morag, perhaps this is a good point for you.
- Morag Lindsay NoneThank you. Two things. One, the last invoice. Can you confirm the period it covers? It says the year, but I want the dates on it for our records.
- Daniel Okafor NoneOf course. It covers the contract year ending at the beginning of April, and it's been paid on time, as I recall. I'll come back to you by the end of the week with a copy that has the start and end dates stated plainly.
- Morag Lindsay NoneThat would be helpful. Two, if the renewal goes ahead, will the new invoice carry the new period in the same way? And will it be the same amount?
- Nell Ashcombe NoneSame amount, forty-four thousand for the year, same tier, same forty users. Nothing in the order form changes the price unless you ask for something different. And yes, the period will be on the face of it.
- Morag Lindsay NoneGood. Then that's all I need from me. I won't agree anything above my level, I'd need Douglas to sign.
- Douglas Baird NoneQuite so, Morag. And I should say plainly, I am not in a position this afternoon to commit the group to anything. I would, however, welcome a further conversation once the trustee summary is in hand.
- Daniel Okafor NoneThat's entirely reasonable, and we wouldn't want to hurry you. Shall we pencil in another conversation for the middle of February, once you've had the summary and the session has happened?
- Douglas Baird NoneThe middle of February would suit me well.
- Daniel Okafor NoneLovely. Just to close the loop. I'll send the working-session dates and a dated invoice copy this week, and Nell and I will deliver the value summary in good time before the next call. Anything else, either of you?
- Douglas Baird NoneNothing further, thank you. I am grateful to you both for the frankness.
- Nell Ashcombe NoneThank you, Douglas. Best, Nell.
- Daniel Okafor NoneThank you all. Best wishes, Daniel. Take care.
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