Ardenmore Pension Administration / BG-Demo – Renewal
Callcompleted
Ardenmore Pension Administration · 5 Jun 2025 12:15
Elaine Turvey, Finance Director, accepted a like-for-like Starter renewal in principle but wants a usage page to justify the cost to her board. Usage is steady at six or seven daily users of twenty-five licensed.
What was said
What this says
As at Fri 9 Oct 2026Elaine Turvey, Finance Director, accepted a like-for-like Starter renewal in principle but wants a usage page to justify the cost to her board. Usage is steady at six or seven daily users of twenty-five licensed.
What happened: Marcus Bell reviewed adoption, then Tom Ashdown walked through the renewal. The term ends 29 Aug 2025 and the renewal is planned to be settled around 18 Aug 2025.
Customer view: Elaine says she is not doubting usefulness but needs a case for the board. She called the time saving something she does not see as a number on a page.
Commercial: The Starter order form is at twenty-three thousand a year, which Tom said he would confirm against the paperwork. Elaine asked in principle about fewer users, and Tom would not put numbers on it before seeing the usage page.
Watch: Usage has levelled off at six or seven active users, so a reduction in seats is possible. Marcus owes the one-page usage summary by early July at the latest, and a note to the team lead copied to Elaine.
Themes
As at Fri 9 Oct 2026Theme
Starter renewal value case
Importance
renewal
Sentiment
mixed
Voice
decision-maker
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Marcus Bell sends Elaine a one-page usage summary by early July.
- Marcus Bell writes to the team lead, copying Elaine, to offer a short walkthrough session.
- Tom Ashdown confirms the figures against the order form and sends the renewal paperwork for settlement around 18 Aug 2025.
Risks
As at Fri 9 Oct 2026- Usage has levelled off at six or seven active users of twenty-five licensed, so seats may be cut at renewal.
- Elaine cannot yet justify the cost to her board without a quantified value case.
Opportunities
As at Fri 9 Oct 2026- A short usage summary and a team session could show features the team does not yet use and lift adoption.
- A like-for-like Starter renewal at the order form price is the stated plan if the usage page lands well.
Transcript
Marcus BellHello Elaine. Hello Tom. Can you both hear me?
Tom AshdownI can, Marcus. Hello Elaine. How's your week been? Nice to see you again.
Elaine TurveyHello both. It's been a long one, Tom, but fine. Lots of year-end work on the pension side. And you?- Tom AshdownCan't complain. Been up and down the motorway more than I'd like, but no drama. Anyway, I'll let Marcus kick us off, he's got the numbers.
- Marcus BellThanks, Tom. I'll share my screen. So the plan is: a quick look at how things have gone this year, then Tom will talk about the renewal itself, and we leave time for your questions, Elaine. Does that work?
- Elaine TurveyThat's fine. Can I ask the adoption question first, though? I always do. Who is actually using it?
- Marcus BellOf course. I've pulled the numbers. Of your twenty-five licensed users, around six or seven are active on a typical day over the last month. That's a little up on the previous quarter, so steady, with a slight lift.
- Elaine TurveySteady, then. Not growing much.
- Marcus BellRight, I won't dress it up. Last time we spoke it was climbing faster, and it has levelled off a bit. I'd say that's a team that has settled into using it for particular jobs rather than a team still discovering it.
- Elaine TurveyWhich jobs? That's what I'd need to say to the board. Can we justify that to the board, is really what it comes to.
- Marcus BellMainly the client-relationship team preparing for scheme meetings and answering employer queries. They ask the brain what's been discussed before, where a scheme stands, what was promised on the last call. It saves them going round emails and notes by hand.
- Elaine TurveyMm. Saves time, you say. But I don't see that as a number on a page.
- Tom AshdownCan I jump in, Elaine? That's a fair challenge, and honestly it's one a lot of our customers have. The time saving is real but it's soft. What Marcus can do is show you how often it's used and by whom, and then you and your team put your own value on it.
- Elaine TurveyThat's more or less what I'd expect. I'm not saying it isn't useful. I'm saying I need a case.
- Marcus BellAnd you'll have one. I'll put together a short usage summary for you: users over the year, the trend, the sort of questions being asked. One page, something you can show colleagues.
- Elaine TurveyThank you. Short, please.
- Marcus BellShort. Just to close the loop on service, there were no tickets in the last month and nothing is overdue on the invoicing side. The nightly refresh has been landing on time.
- Elaine TurveyGood. I don't get involved in that side, so I'm glad nobody has had to complain.
- Tom AshdownRight, so on the renewal itself. Your term runs to 29 Aug 2025 and the renewal date is 30 Aug 2025, so there's a bit of time but not loads. You're on Starter, and the order form has you at twenty-three thousand a year, I think, though I'll confirm that against the paperwork before anything goes out. I don't like quoting from memory.
- Elaine TurveyTwenty-three thousand. Yes, that sounds right from what I recall signing.
- Tom AshdownGood. And the invoices match, so no surprises there. The plan from our side is to put a renewal in front of you on the same basis, same tier, same number of users, nothing clever.
- Elaine TurveyAnd if we wanted to change it? Fewer users, say. I'm asking in principle.
- Tom AshdownSure. In principle there's room to talk. I wouldn't want to put numbers on it today, because I'd want to look properly at what you actually need first. Let's see what Marcus's page says. If six or seven people are really the core, we can have an honest conversation about it.
- Elaine TurveyI appreciate you saying that. Let's not rush. I'd rather make the decision with the usage page in front of me and with a couple of colleagues in the room.
- Marcus BellThat makes sense. Elaine, would it help if I walked your team through it, even for fifteen minutes? Sometimes people find features they didn't know about, and that moves the usage numbers.
- Elaine TurveyI won't discuss the product side, that's for the team. But if you want to offer them a session, speak to the team lead and I'll back it.
- Marcus BellUnderstood. I'll send a note to the team lead and copy you, so you can see what's on offer.
- Tom AshdownDates, then, so nobody is caught out. We're looking at around 18 Aug 2025 for the renewal to be settled, which leaves a good fortnight before the contract ends on 29 Aug 2025. Does that sound sensible, Elaine?
- Elaine TurveyIt does. It means I'll need the usage page well before then, though. Early July at the latest, please.
- Marcus BellYou'll have it before that. I'll aim to get it to you within a couple of weeks.
- Elaine TurveyThank you. And Tom, when the renewal paperwork comes, please keep it straightforward. I'd like to be able to read it in one sitting.
- Tom AshdownLeave that with me. Same shape as last time, and I'll tidy it so it's easy to follow. Honestly, paperwork's my weak spot, so I'll get a colleague to check it over before it reaches you.
- Elaine TurveyHa. Fair enough. Appreciated.
- Marcus BellSo to sum up. I send the usage page and the note to the team lead. Tom confirms the figures and sends the renewal order form. Elaine reviews with her colleagues, and we meet again before the middle of August. Anything I've missed?
- Elaine TurveyNo, that's it. Thank you both. I'll look out for the page.
- Tom AshdownBrilliant. Let's get something in the diary for the next call so it doesn't drift. Cheers, Elaine.
- Marcus BellThanks, Elaine. Speak soon.
- Elaine TurveyGoodbye both.
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