Lornefield Pensions Administration / BB-Demo – Check In
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Lornefield Pensions Administration: documents · 2025-10-22 16:15
Imogen Hartley reports broad adoption by the scheme managers and no support tickets. She wants to extend the brain to member services under her sponsorship, and to discuss the renewal alongside that expansion.
What was said
What this says
Current to 10 Oct 26Imogen Hartley reports broad adoption by the scheme managers and no support tickets. She wants to extend the brain to member services under her sponsorship, and to discuss the renewal alongside that expansion.
What happened: Daniel Okafor and Imogen Hartley held a check-in on 22 Oct 2025. Active users are up, questions are spread across the team, and there were no tickets in the last month.
Customer view: Imogen says the scheme-relationship managers now ask the brain first. Her worry is whether use sticks once the novelty fades.
Commercial: Imogen wants member services brought in on Growth, inside the 40 users, with her as sponsor. She wants renewal discussed alongside the expansion, backed by a value summary she can take upstairs.
Watch: Daniel put the contract end at 2 Apr 2026 and the renewal date at 3 Apr 2026. The evidence does not show the outcome, and Imogen is the only named sponsor so far.
Themes
Current to 9 Oct 26Theme
Adoption, expansion, renewal framing
Importance
upsell
Sentiment
positive
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Daniel Okafor to send Imogen a note on the member-services team by the end of the week after the call.
- Daniel to follow with a value summary of questions asked, who is asking and the meetings they fed.
- Imogen to send examples of moments the brain helped and consider who else might sponsor.
Risks
Current to 9 Oct 26- Imogen worries that use may fade after the novelty, so the renewal needs a clear value case.
- Expansion depends on a named sponsor, and only Imogen has offered so far.
- The renewal date of 3 Apr 2026 was set out on the call and the evidence does not show how it was handled.
Opportunities
Current to 9 Oct 26- Bring the member-services team onto the brain within the 40 users on Growth, using the helpdesk connector already in place.
- Pair the renewal conversation with a value summary of questions asked, who asked them and which meetings they fed.
- A second sponsor alongside Imogen would make the expansion more durable.
Transcript
Daniel Okafor NoneAfternoon, Imogen. Thank you for making the time. Can you hear me all right?
Imogen Hartley NoneI can, yes. Afternoon, Daniel. Sorry, I'm a minute behind, the last meeting overran as they always do on a Wednesday.- Daniel Okafor NoneNo trouble at all. It's just the two of us today, I think, so we'll keep it relaxed. How is the team finding it?
- Imogen Hartley NoneBetter than finding it, actually. Let me set the scene, because I think you'll like it. The scheme-relationship managers used to walk into a trustee meeting with three tabs open and a folder of printouts. Now a good few of them ask the brain first. Who rang, what was said last time, which member queries are still open, whether the fee invoice has gone out.
- Daniel Okafor NoneThat's lovely to hear. And it shows in the numbers, if I share what I've got. Active users are up on last quarter, a fair bit up. Twelve or so on an average day, which is a good step on where you were.
- Imogen Hartley NoneMm. That's about right. The real question is whether it sticks, though. I've seen this work and I've seen it fade after the novelty.
- Daniel Okafor NoneFair. What I'd say is that it isn't only the same few people. When I look at who's asking, it's spread across the team rather than one person doing all the questions.
- Imogen Hartley NoneGood. That was the worry I had in the summer, that it was me and one other person. It isn't now. A couple of the newer managers are the keenest, funnily enough.
- Daniel Okafor NoneWhich is the best sign, isn't it? People who haven't got the old habits yet.
- Imogen Hartley NoneQuite. Anyway, go on, what else have you got?
- Daniel Okafor NoneJust to close the loop on support, because I always check. There have been no tickets in the last month at all. Nothing high priority, nothing open. And nightly refresh has been landing on time, so the data your managers see in the morning is the previous day's.
- Imogen Hartley NoneWhich, in fairness, is why nobody has said a word. Silence from the team is usually a good sign in my world.
- Daniel Okafor NoneHa, yes. Though I'd rather hear the good things as well, so thank you.
- Daniel Okafor NoneOn licences, you're on Growth with forty users, and you're comfortably inside that. So there's headroom, which is useful if you want to bring anyone else in.
- Imogen Hartley NoneThat's where my head has been, actually. I've been wondering about the member-services side. They live in the helpdesk all day, and they get the member queries before the scheme managers ever do. If they could see the same picture, the trustee conversations would be a lot better informed.
- Daniel Okafor NoneThat's a natural fit, and the helpdesk is already connected, so you wouldn't be starting from nothing. Would you want me to put together what that might look like? A short note on who, what they'd ask, how it sits inside the forty.
- Imogen Hartley NonePlease. But let me be clear, I don't want it to drift. I'd want a named person on my side to sponsor it, and I'm happy for that to be me for now. Expansion without a sponsor is just a nice idea that dies in a shared folder.
- Daniel Okafor NoneUnderstood, and I'd prefer it that way too. I'll come back to you by the end of next week with a first draft, and you can tell me what's wrong with it.
- Imogen Hartley NonePerfect. And how are things at your end? Still the only person who answers the phone?
- Daniel Okafor NonePretty much, though Nell still keeps an eye on Lornefield herself, as you know. She asked me to pass on her thanks for the time you spent with us when you were a design partner. It hasn't been forgotten.
- Imogen Hartley NoneThat's kind. It was a good three years of going back and forth, and I think we both learned from it. Tell her the favour is returned.
- Daniel Okafor NoneI will. Now, one thing for the diary and then I'll let you go. Your contract runs to 2 Apr 2026 and the renewal date is 3 Apr 2026. That's some way off, so there's no pressure at all. I just like to say it early rather than late.
- Imogen Hartley NoneNoted. And I'd rather we talked about renewal alongside the expansion than separately. Let's make it count, as it were. Give me a proper picture of what the brain has done for us this year and I'll take it upstairs.
- Daniel Okafor NoneThat's exactly what I'd hoped you'd say. I'll build a value summary: questions asked, who's asking them, and which meetings it has fed into. If you can flag two or three moments you remember, I'll look for them in the data.
- Imogen Hartley NoneEasily. There was a trustee call a few weeks ago where the manager had the whole history in a couple of minutes. I'll find the scheme name and send it across.
- Daniel Okafor NoneBrilliant. Then to recap. I'll send you the note on the member-services team by the end of next week, and the value summary a little after that. You'll send me those examples, and think about who else might sponsor alongside you.
- Imogen Hartley NoneThat's it. Thanks, Daniel. This was a good one.
- Daniel Okafor NoneThank you, Imogen. Speak soon. Best wishes, Daniel.
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