Lornefield Pensions Administration / BB-Demo – Check In
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Lornefield Pensions Administration: documents · 2025-08-26 09:15
Daniel Okafor raised a sharp fall in active use. Imogen Hartley blamed summer leave and a few heavy users being away, but said more is going on around the business and asked that it stay between them.
What was said
What this says
Current to 10 Oct 26Daniel Okafor raised a sharp fall in active use. Imogen Hartley blamed summer leave and a few heavy users being away, but said more is going on around the business and asked that it stay between them.
What happened: Daniel raised a sharp fall in active use over the past month. Imogen put part of it down to summer leave and said there is more going on around the business than usual.
Customer view: Two of the heaviest users were away and one was pulled onto other work, which Imogen thinks is temporary. She called it a lull but was not certain.
Commercial: Two tickets were minor and answered, so support is not driving the drop. Use depends on a core group, which is a key-person risk for the subscription.
Watch: Imogen asked for weekly usage by person and for early September sessions. She asked to keep the matter between the two of them, and the evidence does not show what is happening around the business.
Themes
Current to 9 Oct 26Who was there
BB-Demo
Them
Follow-up
Next steps
Current to 9 Oct 26- Daniel to send weekly usage by team, with names, to Imogen by the end of the week.
- Daniel to run short sessions in September, early, for those who were away.
- Daniel to offer help preparing material for Douglas or anyone above him.
Risks
Current to 9 Oct 26- Use rests on a small core group, so a few absences cut questions asked sharply.
- Imogen hinted at change around the business and would not say more, so the cause of the dip is not confirmed.
- Quiet users rather than complaints can hide drift before a renewal.
Opportunities
Current to 9 Oct 26- Short September sessions could bring back and broaden the user base beyond the core group.
- A weekly usage view by person gives Imogen evidence of value to take upward.
Transcript
Daniel Okafor NoneMorning, Imogen. Thank you for making the time. Can you hear me clearly?
Imogen Hartley NoneMorning, Daniel. Yes, fine. Apologies, I'm in early and I haven't had the second coffee.- Daniel Okafor NoneNo apology needed. I've got the numbers open, and I'd rather be straight about them. Active use has fallen away quite sharply this past month, well down on the quarter before. I wanted to understand it from you before I draw conclusions.
- Imogen Hartley NoneThank you for saying it plainly. I'd have raised it myself. Some of it is the summer. Half the relationship managers have been away at one time or another, and the schemes are quieter in August.
- Daniel Okafor NoneThat's certainly part of it, and it's common. But I'd be doing you a disservice if I said it explains all of it. It's a steeper fall than the summer alone usually gives us. Does that match what you see?
- Imogen Hartley NoneIt does. Let me put it carefully. There is more going on around the business than usual, and people's attention is elsewhere. I can't say much more than that at present, and I'd ask you not to read more into it than I'm saying.
- Daniel Okafor NoneOf course. I won't. Can I ask a practical question instead? Is it the whole team using it less, or are particular people missing?
- Imogen Hartley NoneParticular people. Two of the heaviest users were off for much of the month, and one has been pulled onto other work, which I think is temporary. I'd call it a lull, but I'm not certain.
- Daniel Okafor NoneThat would explain a good part of the drop, given how much the questions concentrate in a few people. It also confirms what we said at the review, that the use depends on a core group.
- Imogen Hartley NoneIt does. I'm not enjoying being right about that. I did say we should broaden it, and then the summer took over.
- Daniel Okafor NoneIt's no one's fault. Just to close the loop, there were two tickets this month, both minor and both answered, so I don't see anything on the support side that's driving it. Does that fit?
- Imogen Hartley NoneIt does. Nobody's complaining, they've just not been there. That's different, isn't it? Though I know silence isn't always good news.
- Daniel Okafor NoneIt's different, and I'm glad you said it. What would help most from our side? I could run a couple of short sessions in September for those who've been away, or I could do a one-to-one with whoever's been pulled onto other work, whichever is more use.
- Imogen Hartley NoneSessions in September, yes. Early, before the autumn reporting starts. And can you send me something simple that shows who is asking what, by week? I'd like to see it before I decide anything.
- Daniel Okafor NoneI can, weekly and by team, with names only if you're comfortable. I'll come back to you by the end of the week.
- Imogen Hartley NoneNames are fine for me, and I'll take responsibility for who sees it. Let's keep it between the two of us for now.
- Daniel Okafor NoneUnderstood. And Imogen, whatever's happening around the business, you know where I am. If it helps to have something for Douglas, or for anyone above him, I'll gladly help put it together.
- Imogen Hartley NoneThank you, Daniel. I appreciate that more than you'd think. I'll tell you when I can.
- Daniel Okafor NoneThat's all I ask. Take care, and enjoy what's left of the summer. Best wishes, Daniel.
- Imogen Hartley NoneBest, Imogen. Speak soon.