Lornefield Pensions Administration / BB-Demo – Renewal
Callcompleted
Lornefield Pensions Administration: documents · 2026-01-26 16:00
Douglas Baird asked whether the renewal could accommodate a smaller footprint as the group reviews its supplier arrangements. Nell Ashcombe left the door open and offered quarterly invoicing. A working session and a one-page renewal summary were agreed.
What was said
What this says
Current to 10 Oct 26Douglas Baird asked whether the renewal could accommodate a smaller footprint as the group reviews its supplier arrangements. Nell Ashcombe left the door open and offered quarterly invoicing. A working session and a one-page renewal summary were agreed.
What happened: Douglas said the term runs to 2 Apr 2026 and the group is looking at its supplier arrangements generally. Nell said about ten people use the brain in a typical month against forty licensed seats.
Customer view: Imogen Hartley said it is not the brain but stretched people, and that nobody has sponsored the others to return. Douglas said the trustee call summaries give a confidence they lacked before.
Commercial: Douglas asked whether forty users is fixed. Nell would not promise a number but said she would sooner size the renewal to real use, and mentioned quarterly invoicing.
Watch: a downsell is now openly on the table, and Douglas cannot give a date for the group's view.
Themes
Current to 9 Oct 26Theme
Renewal sizing, adoption gap
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 sends working session dates and an attendee list by the end of the week.
- Nell Ashcombe prepares a one-page renewal summary with current terms, the quarterly option and a smaller footprint.
- Douglas Baird takes the summary to the group and comes back to Daniel.
Risks
Current to 9 Oct 26- The group may ask for a smaller footprint than forty users, which would reduce the Growth subscription.
- Usage is concentrated in a few names, with about ten active users against forty seats.
- Douglas Baird cannot give a date for the group's view, so the renewal timing is open.
Opportunities
Current to 9 Oct 26- A working session on the relationship managers' own trustee preparation could restore adoption before the decision.
- Quarterly invoicing and a right-sized renewal give the group options that keep the account.
Transcript
Daniel Okafor NoneHello, can everyone hear me alright? Thank you all for making the time, I know it's the end of a Monday. Just to check who's joined – I've got Douglas, Imogen, and Nell is here from our side too.
Douglas Baird NoneGood afternoon, Daniel, and thank you for arranging it. Yes, I can hear you perfectly well.
Imogen Hartley NoneHello all. Sound's fine this end. Grey afternoon in Edinburgh, but nothing to report.
Nell Ashcombe NoneAfternoon. Douglas, before we start, what do you need to leave with today? I'd rather aim at that than at an agenda.- Douglas Baird NoneThat's a fair question, Nell, and I'd welcome the chance to answer it properly. In fairness, where things stand is that the current term runs to 2 Apr 2026, and the group is looking at its supplier arrangements generally. So I'd like to leave with the renewal terms set out clearly enough that I can take them to the group. I can't promise anything on their behalf, you'll understand that.
- Daniel Okafor NoneOf course. And just to close the loop on our side, we'd hoped to have the renewal settled by 2 Feb 2026, but that's a hope rather than a deadline. There's no pressure from us. Nell, would you like to give the commercial picture?
- Nell Ashcombe NoneYes. Short version: you're on Growth, forty users, forty-four thousand a year, running to 2 Apr 2026, so the renewal would start on 3 Apr 2026. Invoices have all been paid on time, so there's no billing noise to untangle. What I do want to say plainly is that usage has dipped over the last quarter, and I'd rather we talked about that openly than have you find it in a dashboard.
- Imogen Hartley NoneI appreciate that, Nell. Let me say what I think is behind it, because the real question is whether it's the brain or the circumstances. I don't think it's the brain. People are stretched at the moment, there's a lot going on, and I think that shows in how often the relationship managers open it. The ones who do use it still use it for trustee call preparation, and they'd miss it. But I won't pretend it's grown.
- Douglas Baird NoneIf I may add, the trustee side is the part I'd least like to see lose its footing. The call summaries give the trustees a confidence that, in fairness, we didn't have before. Whatever the group decides, I'd want that thread understood.
- Nell Ashcombe NoneUnderstood. And what would the brain say? Honestly, it would say that about ten people use it in a typical month against forty licensed seats. That's a gap, and closing it is as much ours to help with as yours.
- Daniel Okafor NoneYes, and I'd put it a bit more gently. How is the team finding it day to day? Because when I look at the questions being asked, a small group is carrying most of them, and that's a worry for me regardless of the renewal.
- Imogen Hartley NoneThat's right. It's the same few names. The others have drifted off, and nobody has told them it's worth coming back. Which is a sponsorship problem, if I'm honest, not a product one.
- Douglas Baird NoneWhich I would take as a fair observation about my own side, Imogen. Daniel, may I ask a practical question? If the group were to ask for a smaller footprint, is that something the renewal could accommodate, or is forty users fixed?
- Nell Ashcombe NoneI'm not going to promise a number today, Douglas, because I'd want to look at it properly and put it in writing. But it isn't a closed door. What I'd say is that I'd sooner size the renewal to how you'll really use it than have forty seats sitting idle. Quarterly invoicing is also available if the group would prefer that to annual in advance.
- Douglas Baird NoneThat's helpful, and I'd welcome seeing both options on paper. The group's position is that it wants clarity before it decides anything, and I'd not want to hurry it.
- Imogen Hartley NoneCan I suggest something, Daniel? Before anyone decides, let's make it count. A short working session with the relationship managers, an hour at most, where we put real trustee prep in front of them and show what they're missing. If usage doesn't move afterwards, then that tells us something honest.
- Daniel Okafor NoneI'd be glad to run that. I can do it on their own scheme data, so it isn't a generic walkthrough. I'll come back to you by the end of the week with a couple of dates and a list of who should be in the room.
- Nell Ashcombe NoneAnd I'll have a one-page renewal summary for Douglas alongside it. Current terms, the quarterly option, and what a smaller footprint would look like. No surprises.
- Douglas Baird NoneThank you, Nell. I'd take that to the group and come back to Daniel once I've had their view. I can't give a date for that, I'm afraid, and I'd prefer not to guess.
- Daniel Okafor NoneThat's absolutely fine. Just to close the loop: working session dates from me by the end of the week, one-page summary from Nell, and Douglas takes it to the group. Anything I've missed?
- Imogen Hartley NoneOnly that I'll make sure the managers actually turn up. Thanks, both.
- Nell Ashcombe NoneThanks, everyone. Best, Nell.
- Douglas Baird NoneThank you all for your time. Good afternoon.
Callsmade from