Kelvinhaugh Pension Services / BB-Demo – Check In
Callcompleted
Kelvinhaugh Pension Services: documents · 2024-05-07 10:30
Check-in on 7 May 2024 with Fiona Drummond. Usage has more than tripled from a small base, and managers use chat before client calls. Fifteen licences are held but only a handful are active. A training session was agreed.
What was said
What this says
Current to 11 Oct 26Check-in on 7 May 2024 with Fiona Drummond. Usage has more than tripled from a small base, and managers use chat before client calls. Fifteen licences are held but only a handful are active. A training session was agreed.
What happened: Daniel Okafor checked in with Fiona. She reported two scheme sponsors asking for a single page per scheme, which is what she wants the brain to do.
Customer view: Fiona said the team finds it better than expected and a couple of managers open it before client calls. One described it as like asking a colleague who has read everything.
Commercial: Fifteen licensed users, only a handful active. Hamish will ask about adoption, so Fiona wants a one-sentence answer on who is using it.
Watch: Usage rests on the same few people. There have been no tickets in the last month, which Fiona reads as things going smoothly.
Themes
Current to 9 Oct 26Theme
Adoption growth, seat training
Importance
praise
Sentiment
positive
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Fiona Drummond to pick three managers and send Daniel Okafor their names.
- Daniel Okafor to send a plain usage summary and session slots by the end of the following week.
- Fiona Drummond to ask her admin to flag any CRM setup change.
Risks
Current to 9 Oct 26- Regular use rests on three or four people, so the value case depends on a few users.
- Several licensed seats are idle because newer managers were never walked through it.
- Hamish will ask who is using it, and without a short usage summary Fiona has no ready answer.
Opportunities
Current to 9 Oct 26- A client-based training session for three managers can convert idle licences into regular users.
- Single-page scheme summaries for sponsors give a concrete value story to build on.
Transcript
Daniel Okafor NoneMorning, Fiona. Thanks for making the time. Can you hear me all right?
Fiona Drummond NoneLoud and clear. Morning, Daniel. Sorry, I've got about six things open, give me a second to shut a few.- Daniel Okafor NoneNo rush at all. How has the week been treating you?
- Fiona Drummond NoneBusy, honestly, but in a good way. Two of our scheme sponsors asked me this week for a single page on where each scheme stands before their trustee meetings, and that's exactly the sort of thing I want the brain doing for us rather than someone stitching it together on a Sunday night.
- Daniel Okafor NoneThat's lovely to hear, and it's a good place to start, because that is the sort of question people tend to ask it once it has settled in. How is the team finding it?
- Fiona Drummond NoneBetter than I expected, if I'm honest. The scheme-relationship managers were a bit wary at the start. You know what it's like, another tool. But a couple of them now open it before a client call without being asked.
- Daniel Okafor NoneMm. That matches what I'm seeing on my side. Activity has really picked up compared with the last quarter. It has more than tripled, which from a small base is still a big move, and it's three or four people using it regularly now.
- Fiona Drummond NoneRight, that sounds about right. It's the same few of us, mostly, and a couple of newer faces. I've seen this work at other places when two or three people get really good at it and then the rest follow.
- Daniel Okafor NoneWhich is the pattern I'd hope for. Just to close the loop on something from our last chat: you were going to ask the managers what they search for most. Did that come to anything?
- Fiona Drummond NoneIt did. It's nearly all the same thing. Who is the contact at the sponsor, what did we last agree with them, and has anything been raised by the scheme's members that we should know about before we ring. They want the whole picture in one go.
- Daniel Okafor NoneThat's very much what the pages and the chat are for. Are they asking it in chat, or going through the search?
- Fiona Drummond NoneChat, mostly. Search for the odd name. One of them said it felt like asking a colleague who has read everything, which I took as high praise.
- Daniel Okafor NoneIt is. And no tickets from you at all in the last month, which I read as either things are going smoothly or nobody has had time to complain.
- Fiona Drummond NoneHa. Smoothly, I think. If something were wrong I'd be on to you, you know that.
- Daniel Okafor NoneI do, and I appreciate it. Let me ask you about the seats, because you have fifteen licensed users and, as we've said, only a handful are active. Is that a training question, or is it that the others simply don't need it yet?
- Fiona Drummond NoneA bit of both. Some of the newer managers haven't had a proper walk-through. They were onboarded when we were all heads down on a scheme review. I'd rather they started with a real client than a demo.
- Daniel Okafor NoneThat makes sense. What if I did a short session, half an hour, built around one of their own clients? Not a tour of features.
- Fiona Drummond NoneYes. Let's start with the partners who'll use it most, or rather the managers who handle the biggest schemes. I'll pick three and ask them to bring a real question.
- Daniel Okafor NonePerfect. And then I'd suggest we look afterwards at who is asking what, so you can see which questions are paying off. Hamish will want that when he asks about adoption, I'd imagine.
- Fiona Drummond NoneHe will. First thing, as ever. He'll say who is actually using it, and I'd like to be able to answer in one sentence.
- Daniel Okafor NoneThen that's the goal for the next few weeks. I'll pull a usage summary that you can forward to him, plain words, no jargon.
- Fiona Drummond NoneThat would be brilliant. He likes short.
- Daniel Okafor NoneShort it is. Anything on the data side? Anything you've noticed that looks stale, or a system that has changed on your end?
- Fiona Drummond NoneNothing I know of. Our admin hasn't mentioned anything, and she tells me about everything. I'll ask her to flag it if the CRM setup changes.
- Daniel Okafor NonePlease do. Connectors usually behave until somebody changes a field name, and then they don't. A quick heads-up saves us both a headache.
- Fiona Drummond NoneUnderstood. Oh, one thing. Two of the managers asked whether they could save their favourite questions somewhere. Is that a thing?
- Daniel Okafor NonePages are the closest thing. They can pin an answer to a page and come back to it. I'll include that in the session so it's not just me telling you.
- Fiona Drummond NoneLovely. Right, I think that's me. Next steps, you do the usage summary and the half hour with the managers, I pick the three and send you their names.
- Daniel Okafor NoneThat's it exactly. I'll come back to you by the end of next week with the summary and a couple of slots for the session. Thank you, Fiona, and good luck with the sponsors.
- Fiona Drummond NoneThanks, Daniel. Speak soon.
Callsmade from