Lornefield Pensions Administration / BB-Demo – Check In
Callcompleted
Lornefield Pensions Administration: documents · 2025-04-14 16:00
Imogen Hartley, Head of Data at Lornefield Pensions Administration, said the renewal is sorted and usage is up. Daniel Okafor agreed a dashboard working session and a saved-question example. No connector or support concerns.
What was said
What this says
Current to 10 Oct 26Imogen Hartley, Head of Data at Lornefield Pensions Administration, said the renewal is sorted and usage is up. Daniel Okafor agreed a dashboard working session and a saved-question example. No connector or support concerns.
What happened: Daniel Okafor ran a routine check-in on 14 Apr 2025. Imogen opened by saying the renewal is sorted, so the talk was about how to use the year.
Customer view: Activity is up on last quarter, led by relationship managers preparing for trustee calls. Imogen is content with support and said two small how-to tickets were better than silence.
Commercial: Dashboards are still mostly Imogen's own, so a working session with four or five staff is the adoption lever. HR data was floated as a thought, not a request, and she asked to be asked again in the summer.
Watch: Any HR connector conversation is early and may meet compliance questions. The evidence does not show a date for the working session, only that slots were to follow.
Themes
Current to 9 Oct 26Who was there
BB-Demo
Them
Follow-up
Next steps
Current to 9 Oct 26- Daniel Okafor to send Imogen Hartley working-session slots by Friday.
- Daniel Okafor to build a worked example of one saved question per scheme.
- Daniel Okafor to ask Imogen again about connectors in the summer.
Risks
Current to 9 Oct 26- Most dashboards are still built by Imogen, so adoption depends on one person's work.
- An HR data connector would raise compliance questions the customer is not ready for.
Opportunities
Current to 9 Oct 26- A working session with four or five relationship managers could deepen their own dashboard building.
- HR data could become a connector request later; the customer is well inside connector limits.
Transcript
Daniel Okafor NoneAfternoon, Imogen. Thank you for making the time. Can you hear me all right?
Imogen Hartley NoneLoud and clear. Afternoon, Daniel. I've got ten minutes before I'm pulled into something else, but I'm all yours until then and probably a bit beyond.- Daniel Okafor NoneLovely. Did you have a decent Easter break, by the way? You mentioned you were heading to the coast.
- Imogen Hartley NoneI did, thank you. Rain the whole time, which I'm told is character building. And you? Did the garden project survive?
- Daniel Okafor NoneJust about. The shed has a lean, but it's standing. Right, shall we take this in the usual order, usage first and then anything you want to raise?
- Imogen Hartley NonePlease. And I'll set the context, because I think it's been a good stretch. The renewal is sorted, so there's no cloud over this conversation, and the real question is what we do with the year.
- Daniel Okafor NoneAgreed, and thank you again for that. On usage, activity is up on last quarter, which is the direction we hoped for. The relationship managers are the ones asking most, and it's mainly trustee-call preparation and the member-query history.
- Imogen Hartley NoneThat matches what I hear. I've seen this work at a few places, and it sticks when it becomes part of the Monday routine. We're not there for everyone, but a good half of the relationship managers open it before they open their email.
- Daniel Okafor NoneThat's a good test. How is the team finding the dashboards? Are people building their own, or still leaning on yours?
- Imogen Hartley NoneMostly mine, to be honest. A couple of people have had a go at their own for fee invoices by scheme. I think they'd do more if somebody sat with them for an hour.
- Daniel Okafor NoneI can do that. A short working session, perhaps with four or five of them, using their own schemes. Just to close the loop, would you want to be there or would you rather they felt free to ask the silly questions?
- Imogen Hartley NoneLet me hover in the first ten minutes and then leave. People ask better questions when the boss has gone. Next week would be tight, though. The week after, if you can.
- Daniel Okafor NoneI'll come back to you by Friday with a couple of slots. Now, two tickets came in from your team recently. Both were small how-to questions, and they were answered. Anything about the support side that's bothering you?
- Imogen Hartley NoneNo, honestly. Quick, polite, and the answers were clear. I'd rather have two small tickets than silence, so I'm not complaining.
- Daniel Okafor NoneThat's how I read it as well. Tickets from an active team are usually a healthy sign. One more thing on connectors. Everything is loading as expected, the CRM, the call recorder and the helpdesk, and the invoices are refreshing each night. Do you want anything added?
- Imogen Hartley NoneNot yet. Ask me again in the summer. I've been thinking about whether HR data has a place for us, but it's a thought, not a request, and I'm not ready for that conversation with anyone's compliance team.
- Daniel Okafor NoneUnderstood, and I'll leave it with you. We're well inside the limits on connectors if and when you want it.
- Imogen Hartley NoneGood to know. Could I ask something slightly different? Douglas is keen that the trustee reporting feels more joined up. Is there anything in how other pension administrators use this that I should steal?
- Daniel Okafor NoneNot in a way I can name, but the general pattern is that the best users keep one saved question per scheme, covering open member queries, last trustee call and fee position, and they run it before each meeting. It takes a minute.
- Imogen Hartley NoneOh, I like that. Simple. Let's make it count. I'll suggest that in the working session.
- Daniel Okafor NoneI'll build a worked example you can reuse. So to close the loop: slots by Friday, worked example for the saved questions, and nothing needed on connectors. Anything I've missed?
- Imogen Hartley NoneNo, that's everything. Thanks, Daniel. Best, Imogen.
- Daniel Okafor NoneBest wishes, Imogen. Speak soon.