Lornefield Pensions Administration / BB-Demo – Qbr
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Lornefield Pensions Administration: documents · 2025-02-03 11:15
Quarterly review on 3 Feb 2025. A smaller group asks more questions, the fee invoices connector is quiet, and Imogen Hartley wants earlier warning when a connector stops loading. Douglas Baird asked what the spring renewal will require of him.
What was said
What this says
Current to 10 Oct 26Quarterly review on 3 Feb 2025. A smaller group asks more questions, the fee invoices connector is quiet, and Imogen Hartley wants earlier warning when a connector stops loading. Douglas Baird asked what the spring renewal will require of him.
What happened: Daniel Okafor reported about twelve active people on an average day against forty licensed, a small step down. Those users ask more questions, but a handful ask a large share of them.
Customer view: Imogen said the fee invoices connector is quiet from habit, not hostility. She also wants to hear about a stopped connector before her managers tell her.
Commercial: Douglas said the contract ends in the spring and asked for the renewal steps and dates. Daniel promised a note within a couple of weeks, and Nell Ashcombe promised the evidence first.
Watch: Imogen said this is the second time she has raised notification. The key-person pattern is named but not yet addressed.
Themes
Current to 9 Oct 26Theme
Narrow usage, renewal process
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 Imogen an example question pack on the fee invoices by the end of the week.
- Daniel to give Imogen an honest view on notification when a connector stops loading.
- Daniel to write to Douglas within a couple of weeks with the renewal steps and dates.
Risks
Current to 9 Oct 26- A handful of people ask a large share of the questions, so losing two of them would change the picture quickly.
- The fee invoices connector, which Douglas Baird cares most about, is barely queried.
- Imogen Hartley has twice asked for earlier notice of a stopped connector and has no commitment yet.
Opportunities
Current to 9 Oct 26- An example question pack on the fee invoices using their own schemes could lift use of that connector.
- Douglas asked early about the renewal process, which gives time to build the value case.
Transcript
Daniel Okafor NoneGood morning, all, and thank you for your time. Let me check who's here. Imogen, Douglas, and Nell with me. Anyone we're waiting for?
Imogen Hartley NoneMorning. I think that's everybody. I've got the helpdesk dashboards open in another window, so apologies if I look distracted.
Douglas Baird NoneGood morning, Daniel, Nell. Thank you for arranging this. I understand that the quarterly review is rather overdue, and I am pleased we have found the time.
Nell Ashcombe NoneMorning. Douglas, Imogen, what do you need to leave with? I'll keep my part short and let Daniel run it.- Imogen Hartley NoneLet me set the business context. We're approaching the busiest stretch of the year, the schemes have their reporting cycles, and the real question is whether the brain is saving the managers time or just giving them another place to look.
- Daniel Okafor NoneThat's the right question, and I'll shape the review around it. Let me start with usage, then the ticket, then the plan for the next quarter. Does that suit?
- Douglas Baird NoneIt does, thank you.
- Daniel Okafor NoneSo, the headline. Around twelve people active on an average day over the last month, which is a small step down from last quarter, by a few percent. You have forty licensed, so the base is there. The people who are in the brain are asking more questions than before, which I think matters more than the headcount.
- Imogen Hartley NoneThat matches what I see. A smaller group, more intensively. But it does worry me a bit that it's the same faces.
- Daniel Okafor NoneMm. That's a key-person pattern, and I'd rather name it. A handful of people ask a large share of the questions. If two of them are away or move on, the picture changes quickly.
- Nell Ashcombe NoneAnd you've said before that the trustee calls are where it earns its keep. So let's look at who's asking about trustee calls. That's the use that's hardest to replace.
- Imogen Hartley NoneThat's a fair summary. The call recordings and the member queries side by side, that's what they use it for. The fee invoices less so. Honestly, I think the invoices piece is under-used, and it's the part Douglas cares about.
- Douglas Baird NoneIt is indeed. In fairness, the fee invoices are where I have most difficulty seeing a clear picture across schemes, and where I would most like the managers to have confidence. I should like to understand why that connector is quiet.
- Daniel Okafor NoneGood question, Douglas. It's loaded and refreshing every night, so it isn't a broken source. It's simply not being asked about. My honest read is that the managers don't yet know what they can ask of it. How is the team finding it, Imogen, do you think?
- Imogen Hartley NoneI think they don't know. I've seen it work when somebody shows them two or three real questions. They light up. It's not hostility, it's habit.
- Nell Ashcombe NoneThen that's the action. Not another feature, a few real examples written down, with their own schemes in them. Daniel, can we do that?
- Daniel Okafor NoneYes. I'll put together a short pack of example questions on the fee invoices, using your own schemes, and send it to Imogen. Then we could run it through with the managers. I'll come back to you by the end of the week with a first version.
- Imogen Hartley NoneLovely. Send it to me and I'll make sure the managers see it. Let's make it count.
- Daniel Okafor NoneMoving to the ticket. There was one last month, flagged as high priority. A connector had stopped loading new member queries. Do you remember it?
- Imogen Hartley NoneI do. It was a few hours of confusion rather than a crisis. Your engineers were quick. My only comment is that I'd like to know sooner when it happens, not when my managers tell me.
- Daniel Okafor NoneI take that on board, and I think it's the second time you've mentioned it, so it deserves proper attention. I'll look at what notification we can offer you, and I'll tell you honestly what is possible and what isn't.
- Nell Ashcombe NoneThat one's on us if we can't answer it. I won't promise a date today. Daniel will come back to you with something specific.
- Douglas Baird NoneI should be grateful for that. May I raise something a little different, if there is time?
- Daniel Okafor NoneOf course, Douglas. We've time.
- Douglas Baird NoneThe contract comes to an end in the spring. I do not wish to open a discussion about the terms today, but I should like to understand the process, so that I am not caught out. What will be required of me, and by when?
- Daniel Okafor NoneThat's very sensible to ask early. You're on Growth, forty users, and the contract runs to the start of April. I'll write to you within a couple of weeks with the steps and the dates. Normally, we'd open the conversation properly well ahead of the end, so nothing is rushed.
- Nell Ashcombe NoneAnd Douglas, whatever you decide, the evidence will be in front of you first. Usage, questions asked, what it's been used for. You shouldn't have to take our word for it.
- Douglas Baird NoneThat is reassuring, Nell. I appreciate it.
- Imogen Hartley NoneI'd add one thing from my side. I'd like the next quarter to be about the brain being part of the managers' routine. If we get the examples out and the notifications sorted, I think the numbers follow.
- Daniel Okafor NoneThen let me close the loop. One, example question pack on the fee invoices to Imogen by the end of the week. Two, a view on notifications when a connector stops loading, with an honest answer. Three, a note to Douglas on the renewal process in a couple of weeks. Anything I've missed?
- Imogen Hartley NoneNo, that's all of it. Thank you, Daniel. Thank you, Nell.
- Douglas Baird NoneKind regards to you both, and thank you.
- Daniel Okafor NoneThank you all. Best wishes, Daniel.
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