Kelvinhaugh Pension Services / BB-Demo – Renewal
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Kelvinhaugh Pension Services: documents · 2025-12-01 16:15
On the 1 Dec 2025 renewal call, finance director Hamish Crawford said he needs a usage and time-saved case before taking the £44,000 Growth proposal to the board. He may raise seat numbers if the case is thin.
What was said
What this says
Current to 11 Oct 26On the 1 Dec 2025 renewal call, finance director Hamish Crawford said he needs a usage and time-saved case before taking the £44,000 Growth proposal to the board. He may raise seat numbers if the case is thin.
What happened: Priya Raman presented the same Growth tier, forty users, at £44,000 a year, with 5 Jan 2026 pencilled in for signature. The current term runs to 8 Feb 2026.
Customer view: Hamish Crawford asked who actually uses it and how the spend can be justified to the board. Fiona Drummond defended the value and asked that it not become a seat count.
Commercial: Hamish said the date is workable and he expects no difficulty if the case is good. Fraser McAllister confirmed nothing is overdue and asked about invoice timing.
Watch: The proposal is an open item. The evidence does not show whether it was signed.
Themes
Current to 9 Oct 26Theme
Renewal value justification
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 a usage summary covering questions asked, who asks them and rough time saved against cost.
- Fiona Drummond to gather two or three examples from relationship managers in their own words.
- Priya Raman to resend the renewal proposal alongside the usage pack.
Risks
Current to 9 Oct 26- Hamish Crawford may push for fewer seats if the usage case is thin, with just under twelve active users against forty licensed.
- The proposal is unsigned in the call and the 5 Jan 2026 signing date depends on the usage pack landing first.
Opportunities
Current to 9 Oct 26- Per-scheme client context and month-end invoice matching give concrete examples for the value case.
- A session with the newer relationship managers could grow active use without adding seats.
Transcript
Daniel Okafor NoneHello everyone, can you hear me alright? Thank you all for making the time, I know it's the tail end of the afternoon. Just to check who has joined: Hamish, Fiona, Fraser and Priya. Lovely, that's everyone.
Hamish Crawford NoneGood afternoon, Daniel. Yes, we can all hear you.
Fiona Drummond NoneHello all. Apologies, I've got the end of a scheme meeting still running on my other screen, so bear with me if I look distracted.- Daniel Okafor NoneNot at all, Fiona, thank you for dialling in anyway. Priya, would you like to open us up?
Priya Raman NoneThanks, Daniel, and hello everyone. Quick recap of where we stand, so we're all looking at the same page. The current term runs to 8 Feb 2026, the renewal date is 9 Feb 2026, and the proposal in front of you is the same Growth tier, forty users, at £44,000 a year. The date we've pencilled in for getting it signed is 5 Jan 2026. That gives everyone a comfortable run before the term ends and, to keep momentum, means nobody is scrambling in February.- Hamish Crawford NoneThank you, Priya. Before we go into the proposal, if I may, I would like to start with adoption. Who is actually using it? I can see the licence count on the paperwork, but I would like to hear what the day to day looks like.
- Daniel Okafor NoneOf course, and it's a fair place to start. Over the last thirty days the average has been just under twelve active users, out of the forty licensed. That's up by roughly a fifth on the previous quarter, so the direction is good. And it's a steady core group rather than one spike, which I'd rather see. People are coming back week after week.
- Hamish Crawford NoneSo a little under a third of the seats.
- Daniel Okafor NoneYes, that's right. I won't dress it up, there is headroom, and I'd rather we talked about it openly. Just to close the loop on that, I think Fiona can speak better than I can to what the team is actually doing with it.
- Fiona Drummond NoneYes. So the scheme relationship managers are the heart of it. Before a client meeting they ask it for the whole picture on a scheme: the recent emails, the open queries, what was said on the last call. It used to be half an hour of opening different systems. Now it's a couple of questions. I've seen this work, and honestly the ones who use it wouldn't want to go back.
- Hamish Crawford NoneMm. And the rest of the team? The ones not using it.
- Fiona Drummond NoneFair question. Some of that is habit. Some of the newer relationship managers haven't been shown properly, and that's on us as much as anybody. I think the answer is a short session with them, not more seats and not fewer.
- Daniel Okafor NoneI'd be very happy to run that. How is the team finding it, Fraser? From the accounts side, I mean. I know you've been in there a bit more lately.
Fraser McAllister NoneYes, a bit. Mostly I use it at month end, to line invoices up against the schemes they belong to. It has saved me most of a morning, to be fair. I wouldn't call myself a power user, though. I ask it the same few things.- Hamish Crawford NoneThat is useful to hear, Fraser. Fee income per scheme is exactly what I am interested in. Can we justify that to the board, though? That's what I keep coming back to. If somebody asks me what we got for the money, I need more than a few people saying they like it.
- Priya Raman NoneThat's completely reasonable, Hamish, and happy to make this easy. What would help you most? A one page summary with usage, questions asked, who's asking them?
- Hamish Crawford NoneYes. Usage, and some indication of time saved, even if it's rough. And the cost set against that. Let's not rush, but I would want that in front of me before I take anything to the board.
- Daniel Okafor NoneThat's very clear, thank you. I can put that together. I'll come back to you by the end of this week with the usage side, the number of questions over the last couple of quarters, and which teams are asking them. Fiona, could you give me two or three examples of how the relationship managers use it? Real ones, in their words, would carry more weight than mine.
- Fiona Drummond NoneYes, I can do that. I'll ask a couple of them tomorrow. They'll be happy to say something, I think. One of them has been quite vocal about it.
- Daniel Okafor NoneWonderful. I was going to say, on the service side, it's been quiet. One ticket in the last month, nothing high priority, and it was closed out quickly. Is that your experience too?
- Fraser McAllister NoneYes, that matches what I remember. It was a small query, nothing that held anyone up.
- Daniel Okafor NoneGood. And on the invoices, Fraser, I believe there's nothing overdue on our records.
- Fraser McAllister NoneNo, nothing outstanding from our side. We've paid on the terms each time. I do have a practical question for the renewal, if that's alright. When would the invoice come, and on what terms? I'd like to line it up with our cash planning.
- Priya Raman NoneOf course. Annual, in advance, thirty-day terms, the same as you have now. The invoice follows the signed order form, so if we get it done by 5 Jan 2026 you'll have it with plenty of time ahead of 9 Feb 2026. And the figure is the same £44,000 you pay today.
- Fraser McAllister NoneThat's helpful, thank you. So no change on the number.
- Priya Raman NoneNo change on the number, no. Same tier, same users. Hamish, I know you won't decide on the call, and I'm not asking you to. I just want to be sure the date works for you if the board papers are done well before it.
- Hamish Crawford NoneThe date is workable. Early January is not unreasonable. But I will say again, I want the usage case first. If it's good, I expect no difficulty. If it's thin, I'll want to talk about the number of seats.
- Daniel Okafor NoneThat's entirely fair, and I'd rather you had the right number of seats than the largest number. Let's see what the figures say once I've pulled them together, and then we can have that conversation properly with all of you, including Priya.
- Fiona Drummond NoneCan I add something? I'd hate for the discussion to turn into a seat count. The point for me is that the client teams know the whole picture before they walk in. Who owns the client, what's been said, what's outstanding. If that's happening, then it's working. The number of people doing it should grow, and it will once we run the session with the newer people.
- Hamish Crawford NoneI hear you, Fiona. I accept that. It's useful to have both in front of me, the picture and the numbers.
- Priya Raman NoneThat sounds like a plan. So just to be sure I have it: Daniel sends the usage summary this week, Fiona gets a couple of examples from her team, and I'll resend the renewal proposal alongside it so it's all in one pack for Hamish and the board. Does that work?
- Hamish Crawford NoneYes. One pack would be easier. Thank you.
- Daniel Okafor NoneAnd I'll offer some times for the session with the newer relationship managers, Fiona. Probably the first half of next week, if that suits your diaries. I'll send a few options so you can pick what fits.
- Fiona Drummond NoneThat's good. Send them over and I'll pick one. Mornings are better for them, they're usually out with clients later.
- Daniel Okafor NoneMornings it is. Anything else from anyone? Fraser, anything on the paperwork side that I've missed?
- Fraser McAllister NoneNo, I think that's everything for now. I'll wait for the pack.
- Hamish Crawford NoneNothing from me. Thank you all. I appreciated the straight answer about the seats, Daniel.
- Daniel Okafor NoneThank you, Hamish. We'll be in touch by the end of the week, then. Thank you all again for your time, and Fiona, good luck with the rest of your meeting.
- Fiona Drummond NoneHa, thanks. Speak soon, everyone.
- Priya Raman NoneBest, all. Speak soon.
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