Lornefield Pensions Administration / BB-Demo – Onboarding
Callcompleted
Lornefield Pensions Administration · 2023-04-19 10:45
Imogen Hartley and Craig Paterson planned three connectors on Starter, holding the fourth in reserve. They want a staged rollout to three relationship managers and advance notice of refresh changes.
What was said
What this says
Current to 13 Oct 26Imogen Hartley and Craig Paterson planned three connectors on Starter, holding the fourth in reserve. They want a staged rollout to three relationship managers and advance notice of refresh changes.
What happened: Tobias Renwick met Craig Paterson and Imogen Hartley, Head of Data, to plan connectors. The workspace existed with an empty connectors page and two people logged in out of fifteen licensed users.
Customer view: Imogen described managers stitching call recordings, tickets and invoices together by hand, with one losing most of a Monday. Lornefield is a regulated pensions administrator, so data staying in its own Snowflake account was the key reassurance.
Commercial: Three sources are chosen and the fourth is held, possibly the CRM. Four is a hard limit on Starter.
Watch: Craig suspects custom fields on member tickets may not come through the standard export. Imogen was wary of promising managers a date.
Themes
Current to 9 Oct 26Theme
Connector planning and rollout
Importance
neutral
Sentiment
positive
Voice
decision-maker
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Tobias to send the one-page architecture description and the access list for each source.
- Craig to supply the custom fields sheet and a window for the first evening load.
- Imogen to name the three managers and arrange finance access to the accounting system.
Risks
Current to 9 Oct 26- Custom helpdesk fields may not arrive through the standard export, weakening the first answers.
- Compliance may challenge the architecture, and member data must stay within the customer's controls.
Opportunities
Current to 9 Oct 26- A fourth connector, possibly the CRM, would use the last Starter slot and could prompt a tier discussion later.
- Three early relationship managers could build the case for wider use across the fifteen seats.
Transcript
Tobias Renwick NoneHello, can you both hear me all right? I can see Craig, and I think Imogen is just joining.
Craig Paterson NoneAye, I can hear you fine. Morning, Tobias.
Imogen Hartley NoneMorning, both. Sorry, I was stuck on another call that ran over. Is it raining where you are? It's properly grim up here.- Tobias Renwick NoneGrey, but dry, so I can't complain. Right, thank you for making the time. The aim today is to get the connectors planned and agree who does what on your side. Before that, can I ask what your security team will need to see from us? I would rather know now than find out in week three.
- Imogen Hartley NoneGood question, and it's the right place to start. Let me set the context first. We administer occupational schemes for trustee boards, we're regulated by The Pensions Regulator, and every trustee wants to know where member data lives and who can touch it. So the real question is whether any of it leaves our control.
- Tobias Renwick NoneThe honest answer is that it doesn't. To be precise, the brain is built and run inside your own Snowflake account, so the data stays where your controls already apply. We don't hold a copy on our side. The trade-off is that your people need to be involved in granting access, which is slower than us doing it all, but I think it's the right slower.
- Imogen Hartley NoneThat's what I told our compliance lead, so it's reassuring to hear you say it the same way. I'll ask him what he wants on paper.
- Tobias Renwick NoneI'll send a one-page description of the architecture after this. It states the assumptions plainly, so he can challenge them.
- Craig Paterson NoneThat'd help. Can I read out what the admin console is showing just now, so we're all looking at the same thing?
- Tobias Renwick NonePlease, that's exactly what I'd hoped you would do.
- Craig Paterson NoneSo the workspace is created, I'm listed as admin, Imogen's an admin as well, and the connectors page is empty. No sources, no refresh history. Licensed users says fifteen, and I think two people have actually logged in, and one of them is me.
- Imogen Hartley NoneThe other one's me. I've had a poke around but there's nothing in there to ask yet, so I stopped.
- Tobias Renwick NoneThat's about right for this stage. An empty brain is a polite brain. Let's change that. You're on Starter, so you have up to four connectors. What are the sources you care about most?
- Imogen Hartley NoneThree that matter. The trustee call recordings, the member-query tickets from the helpdesk, and the fee invoices out of the accounting system. The scheme-relationship managers currently stitch those together by hand before every trustee meeting. One of them told me she loses most of a Monday doing it.
- Tobias Renwick NoneRight. And is there a fourth you'd keep in reserve? Four is a hard limit on Starter, so I'd rather you didn't spend it by accident.
- Imogen Hartley NoneLet's hold the fourth. I have a suspicion it'll be the CRM, but I'd like the managers to tell me, not the other way round.
- Craig Paterson NoneJust to flag, the helpdesk is the one I'd worry about. We have a couple of custom fields on the member tickets that the standard export doesn't carry. I'll need to check what comes through.
- Tobias Renwick NoneGood, that's the sort of thing I'd like to surface early. If a field is missing, we want to know whether it's the connector or the source. Could you list the fields that matter, and we'll compare them with what lands in Snowflake?
- Craig Paterson NoneAye, I can do that. I'll put it in a sheet and mark the ones the managers actually use. The rest I'll leave.
- Imogen Hartley NoneWhich will be fewer than you'd think, Craig. They only ever look at four or five.
- Craig Paterson NoneThat's fine. I'll keep an eye on it and check with them.
- Tobias Renwick NoneSorry, I was writing that down. The call recordings next. Who owns the credentials for the call recorder on your side?
- Craig Paterson NoneI do for the admin account, but I'd want to agree a window before anything starts pulling. Last place I worked, a connector kicked off at the start of the working day and the whole team noticed. I'd rather be told before a refresh moves, not after.
- Tobias Renwick NoneThat's entirely reasonable. The nightly refresh is meant to be complete by 07:00 your time on business days, so we'd run the first loads in the evening and watch them. We would agree the evening with you in advance, and nothing starts without your say-so.
- Craig Paterson NoneGood. That I can work with.
- Imogen Hartley NoneCan I ask something slightly different? How long until a relationship manager can ask a question and get something useful? I'm being asked, and I don't want to promise something I can't deliver.
- Tobias Renwick NoneI'd rather not give you a date I can't stand behind. What I can say is that implementation on Starter is planned as a few weeks, and the first useful answers appear once the call recordings and the tickets have both loaded. The invoices usually follow. So I'd tell the managers 'soon, and we'll show you,' rather than a day.
- Imogen Hartley NoneI've seen this work, so I'm comfortable with that. Let's make it count, though. As a design partner, we want it in front of real people early, and not sitting with the two of us.
- Tobias Renwick NoneAgreed. Who would be the first few users, would you say?
- Imogen Hartley NoneThree relationship managers who are happy to be guinea pigs. I'll name them once the call recordings are in. There's no point having them log in to an empty screen and decide it's rubbish.
- Craig Paterson NoneAye, I'd back that. And I'd want them added in groups, not all fifteen on the first day, so I can see who is getting stuck.
- Tobias Renwick NoneThat's sensible. Fifteen is a soft limit, so it isn't a cliff, but I agree with the principle.
- Imogen Hartley NoneRight, so, who sends what? I'd like to leave with a clear list.
- Tobias Renwick NoneFrom me: the one-page architecture description for your compliance lead, and a short list of the access we need for each of the three sources. From Craig: the custom fields sheet, and a window for the first evening load.
- Craig Paterson NoneAnd I'll confirm what the admin console says once the first connector's been added. I'd like to see it green before we go further.
- Imogen Hartley NoneAnd I'll speak to our finance team about access to the accounting system, and name the three managers. Is that everything?
- Tobias Renwick NoneI think so. We'll speak again once the first connector has loaded, and decide then whether the fourth slot is needed.
- Imogen Hartley NoneLovely. Thanks, both. Speak soon.
- Craig Paterson NoneCheers. Bye for now.
- Tobias Renwick NoneGoodbye, and thank you.
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