Ardenmore Pension Administration - QBR
Documentfinal Ardenmore Pension Administration · QBR deck · final · 13 Jan 2025
Quarterly review by Marcus Bell for the Starter plan, with a contracted annual figure of £23k and contract end on 29 Aug 2025. Active users are down close to half on 25 licensed users. No service-level figures are stated.
What it says
What this says
As at Fri 9 Oct 2026Quarterly review by Marcus Bell for the Starter plan, with a contracted annual figure of £23k and contract end on 29 Aug 2025. Active users are down close to half on 25 licensed users. No service-level figures are stated.
What it is: A customer success review deck dated 13 Jan 2025, prepared by Marcus Bell for the client-relationship team's Starter plan. It sets out usage, support, value, questions and actions ahead of renewal.
Commits: It binds no one contractually. It states contract end on 29 Aug 2025 and lists Marcus's own actions, including a working session and a user-count review with Tom Ashdown.
Unusual: Licensed users are 25, above the 15 users a Starter plan includes. Active users are described only as a small handful, down sharply, and the deck says the data does not show why.
Not settled: The reason for the drop, any figure for active users, and whether the renewal conversation took place. The contract end date has passed, so the deck is stale and the evidence does not show the outcome.
As found in this document
As at Fri 9 Oct 2026- Date end29 Aug 2025Source: the AI read of this record
- Date renewal29 Aug 2025Source: the AI read of this record
- Price£23,000Source: the AI read of this record
- PlanStarter, one teamSource: the AI read of this record
- Licensed users25Source: the AI read of this record
- Contract end29 Aug 2025Source: the AI read of this record
The document
Body
Ardenmore Pension Administration - QBR
Prepared by: Marcus Bell, Customer Success Manager, BG-Demo Review date: Monday 13 January 2025 Plan: Starter, with a contracted annual recurring revenue of £23k Contract end: 29 Aug 2025
1. Where we are
Ardenmore has been a BG-Demo customer since 30 Aug 2023. B-Glass was bought for the client-relationship team, which supports the occupational pension schemes Ardenmore administers for Midlands employers.
This review covers the most recent quarter and looks ahead to the renewal.
- Plan: Starter, one team.
- Licensed users: 25.
- Contract runs to 29 Aug 2025.
- Invoices: nothing overdue.
2. Usage
I've pulled the numbers, and they are the main reason for this review.
| Measure | This quarter | Direction |
|---|---|---|
| Licensed users | 25 | Unchanged |
| Average active users over the last month | A small handful | Down sharply on the prior quarter |
| Change in active users vs prior quarter | Close to half fewer | Down |
Only a small fraction of the licensed users are now active in a typical month. That is well below the level we saw when the team first went live, and it is a clear change.
Read the whole document (3,115 characters)
The usage data does not tell us why. It shows what has happened, not the reason for it.
3. Support and service
- No support tickets were raised in the last month.
- No high-priority tickets.
- Nightly refresh and availability have been running to the Starter service levels.
With so few tickets and fewer users, the quiet is more likely to reflect less day-to-day use than a lack of need. I would rather ask than assume.
4. Value
What we can say from the records:
- The brain remains connected and is refreshing each night.
- A smaller group is still using it.
- We do not yet have a clear picture of which questions matter most to the client-relationship team now.
I would like to hear from the team directly about what they use it for and what has got in the way.
5. Questions for Ardenmore
- Has the client-relationship team changed in size or structure since the last review?
- Are people still relying on the old routes, such as the CRM or spreadsheets, for the questions the brain was meant to answer?
- Is there a particular group of schemes or clients where the brain would help most right now?
- Are there any sources the team expected to find in the brain and cannot?
6. Proposed actions
| Action | Owner | Timing |
|---|---|---|
| Short working session with the client-relationship team to look at real questions | Marcus Bell | Within the next few weeks |
| Refresh the onboarding material for any new joiners | Marcus Bell | Following the session |
| Review whether the number of licensed users still fits the team | Marcus Bell with Tom Ashdown | Ahead of the renewal conversation |
| Open the renewal discussion | Tom Ashdown | Well before the contract end on 29 Aug 2025 |
7. Next step
Happy to jump on a call. Shall we book 30 minutes with whoever leads the client-relationship team, so we can go through this together and agree what would make the brain useful again?
Thanks, Marcus
Unusual terms
As at Fri 9 Oct 2026- 25 licensed users on Starter
- Active users down close to half