Lornefield Pensions Administration / B-Brain – Qbr
Callcompleted
Lornefield Pensions Administration: documents · 2026-01-28 10:15
Quarterly review for Lornefield Pensions Administration. Usage is about ten active users against forty licensed, with a small group asking most questions. Imogen Hartley wants a managers' session before the renewal conversation. Nothing was decided.
What was said
What this says
Current to 11 Oct 26Quarterly review for Lornefield Pensions Administration. Usage is about ten active users against forty licensed, with a small group asking most questions. Imogen Hartley wants a managers' session before the renewal conversation. Nothing was decided.
What happened: Daniel Okafor opened with usage, which has fallen over the last quarter. Craig Paterson reported all connectors green, with the ticketing connector timing out twice in the week and recovering itself.
Customer view: Imogen Hartley puts the drop down to habit, not value. Most users were trained once, and the people who do use it ask the trustee-call and member-query questions the brain was bought for.
Commercial: Nell Ashcombe confirmed Growth, forty users, renewal on 3 Apr 2026, with nothing decided and nothing pushed. Imogen wants the managers' session first so the group case rests on current behaviour.
Watch: Few tickets from fewer users is read by both sides as a prompt to act, not satisfaction. Craig needs advance notice of any source system change.
Themes
Current to 9 Oct 26Theme
Usage decline before renewal
Importance
renewal
Sentiment
mixed
Voice
champion
Who was there
B-Brain
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Daniel Okafor to send a usage summary by role within the week and set dates for a managers' session.
- Imogen Hartley to get the relationship managers into the room.
- Nell Ashcombe to prepare the renewal summary for the group.
Risks
Current to 9 Oct 26- Active users are about ten against forty licensed, and a small group asks most of the questions, which is a key-person and value risk on the Growth subscription.
- The ticketing connector timed out twice in the week and no ticket was raised, so a recurring fault could go unseen.
- Managers were trained once and not revisited, so the renewal case may rest on thin recent usage.
Opportunities
Current to 9 Oct 26- A working session with the relationship managers could rebuild the habit and give the group a usage-based case for renewal.
- A standing change-window item with Craig Paterson could protect connector health ahead of the renewal.
Transcript
Daniel Okafor NoneGood morning, everyone, and thank you for your time. Let me just check who's joined. I can see Imogen, Craig, and Nell is here as well. Lovely.
Imogen Hartley NoneMorning, Daniel. Morning, Nell. Craig's the one with the real information, so I'll hand him the floor in a minute.
Craig Paterson NoneMorning. I'll read out what the admin console says, if that's all right. All the connectors show as connected. The last nightly refresh finished before seven, as it should. One of them, the ticketing one, has a warning on it from earlier this week. Just to flag, that's the connector timing out again.- Daniel Okafor NoneThank you, Craig, that's exactly where I wanted to start. Was it timing out for long, or just the once?
- Craig Paterson NoneTwice in the week, then it recovered by itself on the next run. I'll keep an eye on it. I haven't raised a ticket because I've no screenshot that shows anything beyond the warning itself. If it happens again, I'll attach the log.
Nell Ashcombe NoneThat's sensible. Say what happened, say how you know. If it recurs, the log tells us whether it's the source system being slow or something on our side. Daniel, do you want to take us through usage?- Daniel Okafor NoneYes. I'll be straightforward, because I think you'd want that. Over the last quarter the number of people using the brain has come down. In a typical month it's about ten active users against the forty licensed. The questions being asked are fewer than the same period last year, and a small group is asking most of them.
- Imogen Hartley NoneI don't disagree. I'd add some context, though, if I may. The real question is what it's being used for. The relationship managers who do use it are asking the trustee-call questions and the member-query questions, which is what we bought it for. Those are the questions that matter most before a trustee meeting.
- Nell Ashcombe NoneWhat would the brain say about the people who've stopped? Do we know whether they've stopped because they didn't find it useful, or because they never got into the habit?
- Imogen Hartley NoneMy honest view is habit. Most of them were trained once, in the early days, and nobody's been back to them since. I've seen this work when a sponsor gets in the room regularly. Here, it's been me, and I haven't been there often enough.
- Daniel Okafor NoneAnd that's partly on us. We run quarterly reviews like this one, but we haven't gone to the managers themselves. I'd like to change that. How is the team finding it, in their own words? I'd like to hear it from them rather than through us.
- Craig Paterson NoneFrom what I see on the admin side, the ones I'd call regulars are the same few. The others log in, look, and leave. I couldn't tell you why. I just see the sessions.
- Nell Ashcombe NoneThat's useful, Craig, thank you. It's the log that tells us, not opinion. Let me turn to tickets. There have been two in the last month, neither high priority. Daniel, anything in them?
- Daniel Okafor NoneBoth were routine. One was a how-to on filtering by scheme, the other was the connector warning Craig mentioned. Both were answered well inside the response time for your tier. Nothing there that worries me.
- Imogen Hartley NoneWhich is itself a signal, isn't it? Few tickets from a smaller set of users. I'd rather we read it as a prompt to act than as quiet satisfaction.
- Nell Ashcombe NoneI'd read it the same way. Craig, can I ask about the change window? If the connectors are going to be touched at the customer end, what would you need from us?
- Craig Paterson NoneA window agreed in advance, that's all. Being told before a refresh moves, not after. If a source system's changing, I need to know the date, so I can tell you whether the connector needs reconfiguring beforehand. I'd rather not find out from a red light on the console.
- Daniel Okafor NoneThat's fair, and I'll make it a standing item. If anything changes on your side, you tell me, and I'll check the connector against it before the window. Equally, if we're moving anything, you'll hear first.
- Imogen Hartley NoneOn the renewal, which I know is on the agenda for another call. I'd only say that I'd like the managers' session to happen first, so that whatever Douglas takes to the group is based on what people actually do with it, not what they did last year.
- Nell Ashcombe NoneAgreed. For the record, you're on Growth, forty users, forty-four thousand a year, and the renewal date is 3 Apr 2026. Nothing's been decided and nothing's being pushed from our side. I'd prefer a clear picture over a quick signature.
- Craig Paterson NoneI'll say that's not my call, the commercial side. I'll just keep the connectors green in the meantime.
- Daniel Okafor NoneWhich is all anyone could ask. So, to close the loop. From me, a usage summary by name of role, not individual, within the week, and dates for a working session with the managers. From Craig, a log and screenshot if the ticketing connector times out again. From Imogen, getting the managers into the room. And Nell, you'll sort the renewal summary for Douglas.
- Nell Ashcombe NoneI will. Thanks, all. Best, Nell.
- Imogen Hartley NoneThank you. Best, Imogen.
- Craig Paterson NoneCheers. Regards, Craig.
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