Kelvinhaugh Pension Services / BB-Demo – Renewal
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Kelvinhaugh Pension Services: documents · 2025-01-03 11:00
On the 3 Jan 2025 renewal call, Finance Director Hamish Crawford questioned a move from Starter to a £44,000 Growth proposal after daily active users fell by around a third. He would not commit to a date.
What was said
What this says
Current to 11 Oct 26On the 3 Jan 2025 renewal call, Finance Director Hamish Crawford questioned a move from Starter to a £44,000 Growth proposal after daily active users fell by around a third. He would not commit to a date.
What happened: Priya Raman opened with the Starter contract ending 8 Feb 2025 and a Growth proposal at £44,000 expected to close on 27 Jan 2025. Hamish challenged it straight away on usage.
Customer view: Daniel Okafor confirmed daily active users had fallen by around a third against fifteen licensed seats. Fiona Drummond put the dip down to year-end reporting and said those who use it are positive.
Commercial: Hamish asked whether staying on Starter was an option, and Priya agreed to send both options in writing. Fraser McAllister confirmed £17,550 is paid on time and asked for notice of any change.
Watch: Hamish wants a usage and value picture before the board, and declined to commit to the end-of-month close. The Growth upsell is at risk of slipping to a Starter renewal.
Themes
Current to 9 Oct 26Theme
Renewal tier and usage
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 to send Hamish Crawford a picture of who asks what and what it saved, by the middle of the following week.
- Priya Raman to send both options, Growth and continuing on Starter, in writing with annual and one-off amounts separated.
- Daniel Okafor to help Fiona Drummond plan a team refresher.
Risks
Current to 9 Oct 26- Daily active users fell by around a third against fifteen licensed seats, which weakens the case for moving up a tier.
- The Finance Director must justify the spend to the board and would not commit to the end-of-month close date.
- The Growth proposal at £44,000 may fall back to a Starter renewal.
Opportunities
Current to 9 Oct 26- Fiona Drummond reports that users value the brain, and she wants a team refresher to build the habit.
- A clear usage and value picture could rebuild the case for Growth, which the customer wanted for more teams.
Transcript
Priya Raman NoneMorning all, and happy new year. Is everyone through? I can see Hamish, Fiona, and Fraser has just joined. Daniel's here too.
Hamish Crawford NoneGood morning, Priya. Happy new year to you both.
Fraser McAllister NoneMorning. Sorry, I was finishing something off for the month end. I'll be useful on the invoicing side, if that's what's needed.
Daniel Okafor NoneThank you all for making the time so early in the year. Just to check, Fiona, you're with us as well?
Fiona Drummond NoneHere, yes. A bit slow this week, half the office is still away.- Priya Raman NoneRight, a quick recap of where we are, to keep momentum. The current contract on Starter runs to 8 Feb 2025, renewal date 9 Feb 2025. In my system the renewal sits as a Growth proposal at £44,000, expected to close on 27 Jan 2025. That's the deal value as I have it, and I'll set out in writing what is annual and what is one-off, so there's no confusion. Today is about whether that shape works for you.
- Hamish Crawford NoneThank you, Priya. Before we go on, I should say plainly that I have some concerns. I looked at the usage figures Daniel sent over. Who is actually using it? It seems to have gone down.
- Daniel Okafor NoneYou're right, Hamish, and I'd rather be straight about it. The average number of people active each day has fallen back this last quarter, by around a third. It was creeping up before that, so it's a step back, and I don't want to dress it up.
- Hamish Crawford NoneA third. And we're licensed for fifteen.
- Daniel Okafor NoneYes. Fifteen seats, and the daily number is in the low single figures.
- Fiona Drummond NoneCan I say something on that? Part of it is the time of year. December was all trustee reporting and year-end packs, and a lot of the relationship managers were out. I'm not saying it explains everything, but the pattern isn't a sudden loss of interest.
- Hamish Crawford NoneI appreciate that, Fiona. But the board will ask me whether we use it, and I have to give a straight answer. Can we justify moving up a tier on that basis?
- Priya Raman NoneThat's a fair challenge, and I'd say the Growth proposal is there because of what you told us about wanting more teams to benefit, not to push you somewhere you're not ready for. If it doesn't fit, we say so, and there's nothing wrong with looking at it again.
- Hamish Crawford NoneWould staying as we are be an option?
- Priya Raman NoneOf course. Let me come back to you with the exact terms for continuing on Starter, so you can compare the two side by side.
- Fraser McAllister NoneCan I ask a practical one? On our side we've been paying £17,550 a year, and it's gone through on time, I think there's nothing outstanding. If the amount changes, I'd need to know well ahead for the budget.
- Daniel Okafor NoneThat's right, Fraser. Invoiced and contracted match at £17,550, and there's nothing overdue on our side either. Any change would be in writing, and well before the date.
- Hamish Crawford NoneLet's not rush. I'd rather take this properly than agree something on a call and regret it.
- Daniel Okafor NoneAbsolutely. Can I ask Fiona something, then? How is the team finding it, when they do open it? That's the bit I can't see from the numbers.
- Fiona Drummond NoneThe ones who use it are positive. It saves them going through three systems before a client meeting. The trouble is habit. If they've not made it part of their prep, they forget it's there.
- Daniel Okafor NoneThat's useful. So I think the honest next step is to put together a clear picture of who has been asking what, and what it saved them, so Hamish has something he can take to the board either way. I can have that to you by the middle of next week.
- Hamish Crawford NoneThat would help. I'll want to see it before I say anything about the next term.
- Priya Raman NoneAnd on my side, I'll send the two options in writing, Growth and continuing on Starter, with what is annual and what is one-off, so it's easy to compare. If we can get this over the line by the end of the month, that gives you the cleanest start to the next term.
- Hamish Crawford NoneI'll take that on board, Priya, though I'm not committing to the date.
- Priya Raman NoneUnderstood, completely. No pressure from my end, just helping you plan.
- Daniel Okafor NoneJust to close the loop: I send the usage picture mid next week, Priya sends both options in writing, Fraser has the invoice history if anyone needs it, and Hamish takes it to the board in his own time. Have I missed anything?
- Fiona Drummond NoneI'd like to look at a refresher for the team in the meantime. I'll have a word with Hamish separately.
- Daniel Okafor NoneHappy to help with that, Fiona. Thank you all. Speak soon.
- Hamish Crawford NoneThank you. Goodbye.
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