Lornefield Pensions Administration / BB-Demo – Check In
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Lornefield Pensions Administration: documents · 2025-09-24 14:45
Imogen Hartley warned privately that Dunmarra runs Signalvane group-wide and Lornefield may have to justify staying. She asked for evidence of value for the trustees and Douglas, and asked that it not be traced to her.
What was said
What this says
Current to 10 Oct 26Imogen Hartley warned privately that Dunmarra runs Signalvane group-wide and Lornefield may have to justify staying. She asked for evidence of value for the trustees and Douglas, and asked that it not be traced to her.
What happened: Imogen asked for a quiet conversation without Douglas. She said Dunmarra runs Signalvane across its businesses and the group may in time want everyone on one suite, though nothing is decided as far as she knows.
Customer view: She expects Lornefield to be asked to justify staying, starting with what the brain does that the group suite does not. Her answer was trustee calls and member queries with fee invoices, asked in plain English.
Commercial: Signalvane is a named rival and this puts the renewal at risk. Imogen wants evidence on scheme preparation speed and member query answers, and the relationship manager survey is only half done.
Watch: Imogen asked that Daniel not raise this with Douglas as though she had told him. Daniel agreed and will not guess at dates or decisions.
Themes
Current to 9 Oct 26Theme
Group suite displacement risk
Importance
renewal
Sentiment
mixed
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Imogen to chase the relationship manager survey replies.
- Daniel to pull the trustee-call preparation pattern and member-query history from the record and return to Imogen by the end of next week.
- Daniel and Imogen to agree together how and when the evidence reaches Douglas.
Risks
Current to 9 Oct 26- The group may standardise on Signalvane and ask Lornefield to justify keeping the brain at renewal.
- Value evidence is thin: the relationship manager survey is half done and few people above Douglas use the product daily.
- Imogen's confidence must be protected, so the issue cannot be raised with Douglas as coming from her.
Opportunities
Current to 9 Oct 26- A written value case on trustee-call preparation and member-query handling could settle the renewal on evidence.
- The brain's fit for scheme managers is a clear difference from a group reporting suite.
Transcript
Daniel Okafor NoneAfternoon, Imogen. Thank you for making the time. I've got you, but I can't see Douglas, so I take it it's just the two of us?
Imogen Hartley NoneJust us, yes. Afternoon, Daniel. I thought this one was better as a quiet conversation.- Daniel Okafor NoneThat suits me. Let me do the numbers briefly, then I'd like to hear what's on your mind, because I get the sense there's something. Use has recovered a little since the lull, though it's still a bit below the quarter before. The September sessions seemed to help.
- Imogen Hartley NoneThey did, thank you. People said they were useful. Two tickets, both small, I know. That's not what I wanted to talk about, though.
- Daniel Okafor NoneGo ahead. I'm listening.
- Imogen Hartley NoneI want to give you some context before the detail, and I'll say now that I'm choosing my words. Dunmarra runs Signalvane across its businesses. It's what the group uses for its analytics, group-wide, and it's been that way for some time.
- Daniel Okafor NoneRight. Thank you for telling me. I'd half wondered, but I didn't want to assume.
- Imogen Hartley NoneI'd be surprised if the group didn't, over time, want everyone on the same suite. I'm not saying that's been decided, because it hasn't, as far as I know. But I'd be doing you no favours if I let you walk into the autumn thinking otherwise.
- Daniel Okafor NoneThat's kind of you, and it's a considerate thing to do. Can I ask what that would mean in practice for the renewal in April? Is it a question of the group asking Lornefield to move, or of Lornefield being asked to justify staying?
- Imogen Hartley NoneThe second, I think, at least to begin with. The real question is going to be what the brain does that the group suite doesn't, and whether anyone above Douglas can see it. And frankly, it's a short list for people who don't use it every day.
- Daniel Okafor NoneMm. So what does it do that the suite doesn't? I'd like to hear it in your words, not mine.
- Imogen Hartley NoneTrustee calls and member queries, in the same place, with the fee invoices, and answers a relationship manager can ask in plain English. The group suite is built for the group's reporting, not for a scheme manager who needs to know what a member said last Tuesday.
- Daniel Okafor NoneThat's very much what I'd have said, so I'm glad it's how you see it. What would help you most? A written case, a demonstration for people at group level, something for the trustees?
- Imogen Hartley NoneEvidence, mainly. If I can show the trustees that scheme preparation is quicker and member queries are answered better, that carries more weight than anything I could say about features. And Douglas will want to be able to say it without it sounding like a sales pitch.
- Daniel Okafor NoneWe started that survey in the summer, the short one for the relationship managers. Did it come to anything?
- Imogen Hartley NoneHalf done. I got a handful of replies and then the holidays swallowed it. I can chase it, and I should.
- Daniel Okafor NoneI'd be grateful. And I'll pull together what we do have from the record, the trustee-call preparation pattern and the member-query history, so it isn't all resting on the survey.
- Imogen Hartley NoneThat would help. One more thing, and then I'll stop. Please don't raise this with Douglas as though I told you. He'll know I've spoken to you, but he'd rather hear it from the group in his own time.
- Daniel Okafor NoneOf course. I'll treat it as a conversation between two people who care about the thing working, nothing more. And I won't guess at dates or decisions that aren't mine to know.
- Imogen Hartley NoneThank you. I've always been able to say things to you straight, and I'd like to keep it that way.
- Daniel Okafor NoneSame here. So, to close the loop: you'll chase the survey, I'll pull the evidence from the record, and I'll come back to you by the end of next week. We'll decide together how and when it reaches Douglas.
- Imogen Hartley NoneThat works. Best, Imogen.
- Daniel Okafor NoneBest wishes, Imogen. Thank you for telling me.
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