Kelvinhaugh Pension Services / BB-Demo – Qbr
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Kelvinhaugh Pension Services: documents · 2025-06-12 12:00
On the 12 Jun 2025 QBR, Fiona Drummond said the partners want to know what the year delivers in one sentence. Usage has plateaued at eleven to twelve people against forty seats. A training session, cheat sheet and dashboard were agreed ahead of the February renewal.
What was said
What this says
Current to 11 Oct 26On the 12 Jun 2025 QBR, Fiona Drummond said the partners want to know what the year delivers in one sentence. Usage has plateaued at eleven to twelve people against forty seats. A training session, cheat sheet and dashboard were agreed ahead of the February renewal.
What happened: Daniel Okafor ran the QBR with Priya Raman, Fiona Drummond and Ailsa Dunlop. Priya opened on the Growth contract, nothing outstanding, and a February renewal.
Customer view: Fiona said the partners are asking what they get for the year, and she disliked the word plateau. Ailsa said roughly half the unused seats are housekeeping and the rest were never trained.
Commercial: The renewal case is to be anchored on a per-scheme dashboard showing who owns the client, which Fiona said she keeps wishing she had. The dashboard builder is already included in Growth and has not been used.
Watch: Active use is flat and the value case is still unwritten. The renewal paperwork waits on it.
Themes
Current to 9 Oct 26Theme
Value case before renewal
Importance
renewal
Sentiment
mixed
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Daniel Okafor to write up the QBR summary with usage numbers and run a short training session.
- Daniel and Ailsa Dunlop to draft a cheat sheet of example questions for the partners.
- Priya Raman to return on the renewal paperwork once the value case exists.
Risks
Current to 9 Oct 26- Active users have plateaued at eleven to twelve of forty licensed seats, and the partners are asking for a one-sentence value case.
- Many unused seats belong to managers who were never trained, so adoption depends on a session that is not yet in the diary.
Opportunities
Current to 9 Oct 26- The Growth dashboard builder is included and untouched; a per-scheme ownership view could anchor the renewal case.
- A training session on one scheme from the customer's own data could bring the untrained managers in.
Transcript
Daniel Okafor NoneHello, everyone, thank you all for your time. Let me just check who has joined. Fiona, I can see you. Ailsa, welcome. And Priya is here from our side.
Ailsa Dunlop NoneHello. Afternoon. I'm here, I think the camera's off but I can hear you.
Priya Raman NoneAfternoon, all. Lovely to see you both. Fiona, great to catch up.
Fiona Drummond NoneAnd you, Priya. So, before we start, what the partners asked me this week. They want to know what we're getting for the year, in one sentence. Which is partly why I wanted this QBR to be proper.- Daniel Okafor NoneThat's a fair question and a good one to start from. Priya, would you like to open with the contract position, and then I'll take the usage?
- Priya Raman NoneHappy to. Quick recap of where we stand. You're on Growth, forty-four thousand a year, forty licensed users, everything invoiced and paid, nothing outstanding. Renewal is in February, so to keep momentum, I'd like us to have the value conversation now rather than at the end.
- Fiona Drummond NoneThat's fine. I'd rather hear it now than be surprised.
- Daniel Okafor NoneSo, usage. Over the last month we've averaged between eleven and twelve active people, which is almost exactly where we were last quarter, a hair lower if anything. The big jump happened earlier, and it's now settled into a plateau.
- Fiona Drummond NonePlateau. Right. That's the word I was afraid of.
- Daniel Okafor NoneI'd call it a stable group, honestly. The same people are asking questions week after week, which says they're getting something out of it. The thing to look at is the other twenty-odd seats that nobody is using yet.
- Ailsa Dunlop NoneIf I can come in on that. From the admin side, I did a pass on the logins last week. A good number of the unused seats are people who've changed role, or are on leave, or were set up and never signed in.
- Daniel Okafor NoneThat's really useful, Ailsa, thank you. So some of that is housekeeping rather than reluctance.
- Ailsa Dunlop NoneSome of it. I'd say about half, though I haven't counted properly. The rest are people we just never trained.
- Fiona Drummond NoneWhich is on me. I said I'd start with the partners who'll use it and I did, and then the busy period hit and I haven't got to the managers.
- Priya Raman NoneNo need to be hard on yourself, Fiona. It's very common. If we can get a short training session in the diary, we can get that group going without much effort on your side. Happy to make this easy.
- Daniel Okafor NoneI'd be glad to run it. A small session, built around one scheme from your own data. How does the team find it when they ask the brain a question, Ailsa? You see the questions more than anyone.
- Ailsa Dunlop NoneMostly good. The questions that go wrong are the vague ones, like, tell me about this scheme. When they're specific, the answers are good. I'd say a cheat sheet of example questions would do more than a training day.
- Daniel Okafor NoneThat's a great idea. I'll draft one with you, and we can put it in front of the partners.
- Fiona Drummond NoneYes. And can we talk about the dashboards? I've seen the builder on the Growth plan and I don't think we've touched it.
- Daniel Okafor NoneYou've got it included, and it's a good way to show the partners something they can look at without asking anything. A single view per scheme, who owns it, what's open. I'd suggest we build one together as part of the session.
- Fiona Drummond NoneLet's do that. Who owns the client, that's the view I keep wishing I had.
- Priya Raman NoneThen it makes sense to anchor the renewal case on that. If we can show the partners that view by the time we sit down about February, you've got your one sentence.
- Fiona Drummond NoneI like that. It's not oversold either, it's just what it does.
- Daniel Okafor NoneOn support, there's one priority ticket in the last month. Ailsa, just to close the loop, is that settled from your side?
- Ailsa Dunlop NoneYes, it's settled from my side. If anything changes, I'll shout.
- Daniel Okafor NoneGood. Then let me list what we've agreed. I'll write up the QBR summary and send it round, with the usage numbers. Ailsa and I will draft the example questions. Fiona, you'll send me the managers you'd like in the session. And Priya will come back on the renewal paperwork once we have the value case.
- Priya Raman NoneThat's me. If we can get this over the line in good time, everyone's happier. Best, all.
- Fiona Drummond NoneThanks, everyone. This was useful.
- Daniel Okafor NoneThank you all. Best wishes, and speak soon.
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