Lornefield Pensions Administration / BB-Demo – Win Back
Callcompleted
Lornefield Pensions Administration: documents · 2026-10-06 16:45
Nell Ashcombe proposes Growth as a layer over Lornefield's sources. Fiona Mackie wants facts on termination terms and exposure and says no decision is made today. The date targeted is 29 Jan 2027, and the deal stays a lead until paperwork is seen.
What was said
What this says
Current to 10 Oct 26Nell Ashcombe proposes Growth as a layer over Lornefield's sources. Fiona Mackie wants facts on termination terms and exposure and says no decision is made today. The date targeted is 29 Jan 2027, and the deal stays a lead until paperwork is seen.
What happened: Douglas Baird repeated that the group-standard tool does not serve member queries and trustee calls. Fiona Mackie said group standard systems remain the default and asked for termination terms and exposure.
Customer view: Both frame the brain as filling a gap, not replacing the group tool. Fiona asked for written confirmation that the data stays inside the customer's Snowflake account.
Commercial: Nell said the deal as it sits on BB-Demo's side is fifty thousand, the total including implementation and not an annual price. The recurring line will be in the order form, which Fiona needs to be exact.
Watch: Group approval is required for any spend. Fiona asked for the paperwork by the end of the week, and 29 Jan 2027 is a plan, not a promise.
Themes
Current to 9 Oct 26Theme
Win-back deal shape
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- Nell Ashcombe to send the proposal, the order form with term and notice, and a one-page note on data staying in the customer's account by the end of the week.
- Daniel Okafor to walk Douglas Baird's people through how the brain was used before.
- Fiona Mackie to take the proposal into the group's approval process.
Risks
Current to 9 Oct 26- Group approval is required and group standard systems remain the default.
- The fifty thousand deal value could be misread as an annual price if repeated without the order form.
Opportunities
Current to 9 Oct 26- A Growth-tier return covering relationship managers and operations, positioned as filling a gap beside the group suite.
Transcript
Fiona Mackie NoneGood afternoon. I should say upfront that I have a hard stop. Let's keep this practical.
Nell Ashcombe NoneUnderstood, Fiona. Afternoon, Douglas. Before anything else, what do each of you need to leave this call with?
Douglas Baird NoneGood afternoon, Nell, and thank you for making the time at the end of the day. By way of summary: we ended our arrangement with you at the start of this year, as the group's position required, and in the months since, we've found that the group-standard tool does not serve the member queries and trustee calls as we had hoped. I'd welcome a conversation about whether the brain could return.- Fiona Mackie NoneTo be clear from the group's side, no decisions are made today. Group standard systems remain the default. What I need is facts. What are the termination terms, and what is the exposure?
- Nell Ashcombe NoneFair. Say what happened, say how you know. The order form for any new arrangement would carry the notice period and the term plainly, and I'll send it with the proposal so you can read it, not take my word. I won't quote clause wording from memory.
- Fiona Mackie NoneGood. Send it before the next conversation, not after.
- Nell Ashcombe NoneAgreed. Can I say first, Douglas, that the way things ended wasn't a failure of anyone's. You did what was needed at the time.
- Douglas Baird NoneThat is kind of you. In fairness, it was a decision I took with some reluctance, and I'd rather look forward.
- Nell Ashcombe NoneThen forward. What's the gap, specifically? What would the brain be asked on a Monday that the current tool can't answer?
- Douglas Baird NoneTwo things principally. When a trustee rings with a question about a scheme, the relationship manager needs the recent calls, the open member queries and the fee position in one place, quickly. And the member-query tickets: the current tool cannot join those to what was said on the call.
- Fiona Mackie NoneI'd add, the group tool does a great deal. It doesn't do everything. The relationship managers have said so. That's the part I'm interested in. Not replacing the group standard. Filling a gap.
- Nell Ashcombe NoneThat's a useful way to frame it, and it's honest. I'd say the same: we shouldn't pretend the brain replaces what the group has chosen. It sits over the sources, inside your Snowflake account, and answers across them.
- Fiona Mackie NoneInside our Snowflake. Meaning the data does not leave. Please confirm that in writing as well.
- Nell Ashcombe NoneYes, in writing. It's built and run inside the customer's own account. I'll put it on one page.
- Douglas Baird NoneMight I ask about the shape of what you would propose? Last time we were on Starter and then discussed Growth, but I confess I'd lost track of where we stood.
- Nell Ashcombe NoneGrowth is the tier I'd suggest now, because it's built for more than one team, and you'd want the relationship managers and operations both on it. The deal as it sits on our side is fifty thousand. I want to be careful: that's the deal value, the total, and it includes the implementation. It isn't an annual price.
- Fiona Mackie NoneSo fifty thousand is the total, including the one-off work. What is the recurring element?
- Nell Ashcombe NoneIt will be on its own line in the order form. I'd rather give you the document than a number off the top of my head, because I don't want a figure to be repeated up the chain as something it isn't.
- Fiona Mackie NoneThat is sensible. Cost synergies are part of what I'm measured on, so I need the recurring line to be exact.
- Douglas Baird NoneAnd I should be candid, the group would have to approve any spend. I cannot make a promise on its behalf.
- Fiona Mackie NoneCorrect. I can't commit budget either without sign-off. What I can do is take a clear proposal into that process.
- Nell Ashcombe NoneThat's all I'd ask. So, the shape of it. We're targeting the end of January, 29 Jan 2027, as the date to have this settled. That's a plan, not a promise, and it moves if the group's process needs longer.
- Douglas Baird NoneI think that's reasonable. I would not wish to hurry it.
- Fiona Mackie NoneLet's say it stays a lead until I've seen the paperwork. Fine by me.
- Nell Ashcombe NoneThen next steps, so I've got them right. I send the proposal, the order form with the term and notice, and the one page on data staying in your account. Daniel Okafor, who knows how your teams used the brain, can walk Douglas's people through what's been asked of it before. Fiona, you take it to the group.
- Fiona Mackie NoneAgreed. I have to go. Send it by the end of the week please.
- Nell Ashcombe NoneIt'll be with you by then. Thanks, both.
- Douglas Baird NoneThank you, Nell. I appreciate the frankness. Kind regards.
Callsmade from