Lornefield Pensions Administration / BG-Demo – Training
Callcompleted
Lornefield Pensions Administration · 9 May 2023 10:00
Imogen Hartley, Head of Data, was walked through search, chat and pages and called it far more useful than expected. Usage is still one or two people. She will pick two relationship managers to start.
What was said
What this says
As at Fri 9 Oct 2026Imogen Hartley, Head of Data, was walked through search, chat and pages and called it far more useful than expected. Usage is still one or two people. She will pick two relationship managers to start.
What happened: Tobias Renwick took Imogen through search, chat and pages on the Starter plan. She ran a fee invoice query herself and the brain linked the ticket in about a minute.
Customer view: As a regulated pensions administrator, she needs the data to stay inside the customer's own controls. She asked for this in writing for compliance, and accepted the overnight refresh limit as honest.
Commercial: Usage is very light, really one or two people, against fifteen users on the plan. Imogen admitted she had not sponsored it inside the team and said today gets her there.
Watch: Adoption depends on her sponsoring it. Two relationship managers are due a walkthrough next week.
Themes
As at Fri 9 Oct 2026Theme
Starter training and adoption
Importance
praise
Sentiment
positive
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Tobias Renwick to send a one page note on how data stays in the customer's Snowflake account and who can see what.
- Imogen Hartley to pick two relationship managers to start.
- Tobias Renwick to run the two managers through the walkthrough on Tuesday at 10:00.
Risks
As at Fri 9 Oct 2026- Usage is only one or two people against fifteen users, because Imogen has not yet sponsored it inside the team.
- Compliance and trustee scrutiny means data location and permissions must be documented in writing.
Opportunities
As at Fri 9 Oct 2026- Two relationship managers will start next, which could widen use across the fifteen included users.
- The invoice and ticket reconciliation done by hand today is a clear value case to show the team.
Transcript
Tobias RenwickGood morning, Imogen. Can you hear me all right? I've got a slightly odd echo on my side.
Imogen HartleyMorning, Tobias. Yes, loud and clear. No echo here. It's grey and wet in Edinburgh, so I'm very glad to be indoors.- Tobias RenwickSame in London, it's been like that all week. Right, before I share anything, the honest answer is I'd like to start with a question. When your colleagues begin using this day to day, what will your security people need to see from us? I'd rather hear it now than discover it later.
- Imogen HartleyThat's a sensible place to begin. Let me set the context first, if I may. We administer occupational schemes, we're regulated, and trustees ask us quite pointed questions about where member information lives. So the real question is whether this stays inside our own controls. From what I understood at signing, it does.
- Tobias RenwickTo be precise, yes. The brain runs inside your own Snowflake account. We don't copy your records to a separate store of ours. The trade-off is that your own permissions in Snowflake govern what anyone can ask about, so if a person cannot see a table there, the brain will not surface it for them.
- Imogen HartleyGood. That is exactly the sentence I'll need to give our compliance lead. I'll ask you to put it in writing afterwards, if that's not a nuisance.
- Tobias RenwickI'll send a one page note after this call. Right, let me share my screen. Can you see the home view?
- Imogen HartleyI can. That's the one I've been poking at for a few weeks, mostly on my own, to be honest.
- Tobias RenwickThat's useful, because you already have a feel for it. So there are three things on your Starter plan that matter today: pages, chat and search. I'll take search first, since it's the quickest way in. If I type the name of a scheme here, you'll see results from the trustee call recordings, the member-query tickets and the fee invoices, all in one list.
- Imogen HartleyMm. And that list is the thing our scheme-relationship managers have never had. At the moment they'd be in three different systems and still not be sure they'd got the whole picture.
- Tobias RenwickRight. Notice that each result tells you which system it came from and when it was last refreshed. I'd encourage your team to look at that line before they trust anything. Give me a moment, the page is loading.
- Imogen HartleyTake your time. While it loads, can I ask whether people should search by scheme name or by the trustee's surname? I've been doing both and getting different results.
- Tobias RenwickThe honest answer is that both work, but they behave differently. A scheme name matches records that are tagged to the scheme. A surname matches wherever that person is mentioned, which is broader and noisier. For a relationship manager preparing for a meeting, I'd start with the scheme and then narrow.
- Imogen HartleyThat makes sense. I'll write that down, because it's the sort of rule of thumb people will actually remember.
- Tobias RenwickNow chat. This is where you ask a question in plain English. Let me type something like, what has this scheme's trustee chair raised in recent calls, and are there any open member queries linked to it.
- Imogen HartleyOh, that's rather good. It's giving me the summary and then the sources underneath.
- Tobias RenwickYes, and the sources are the point. Please tell your team never to quote the summary without opening at least one source. It's a design choice we feel strongly about. It will occasionally be wrong, and the source is how you catch that.
- Imogen HartleyI've seen this work well when people treat it like a very quick junior analyst. Useful, fast, but you still read the original before it goes to a trustee.
- Tobias RenwickThat's a better way of putting it than mine.
- Imogen HartleyCan I try one? I'd like to ask about fee invoices for a scheme that I know had a query last month.
- Tobias RenwickPlease do. I'll stop sharing and let you drive. Say what you see as you go.
- Imogen HartleyRight. It's found the invoice and also linked the ticket. That's the reconciliation my team do by hand, and it's taken about a minute. Let's make it count, as I tell everyone. It needs more than me using it.
- Tobias RenwickAgreed, and that's the thing I'd flag. At the moment usage on your account is very light, really one or two people. Your plan covers fifteen users. Nobody is going to be penalised for using the rest of them.
- Imogen HartleyQuite. Part of it is that I haven't sponsored it properly inside the team. I've been waiting until I could show them something I'm confident about. I think today gets me there.
- Tobias RenwickThen let's build that. Pages next. A page is a saved, structured view that stays current. So rather than a relationship manager rebuilding a scheme summary before every trustee meeting, you define the page once and it refreshes from the underlying sources.
- Imogen HartleyHow current is current? Our trustees would be unforgiving if a figure was a day old.
- Tobias RenwickTo be precise, the refresh runs overnight and completes before seven in the morning your time on business days. So a page you open at nine reflects the position as of the previous evening's close, not a live feed. If someone needs something genuinely live, they should go back to the source system.
- Imogen HartleyFine. That's an honest limit, and I'd rather know it. I'll make sure the managers know too.
- Tobias RenwickGood. Let me walk you through creating one from scratch, and you can repeat it for them. First, choose the scheme as the subject.
- Imogen HartleyRight, that's done, and I can see the calls, the tickets and the invoices arranged on one page. Is there a way to share it with a colleague without them needing to build it themselves?
- Tobias RenwickYes. Share it from the top right. They'll see it subject to their own access, as we discussed at the start, so the page doesn't widen anyone's permissions.
- Imogen HartleyLovely. That's the sentence for compliance again.
- Tobias RenwickWe've used most of the hour on mechanics. Let me ask the practical question. Who in your team should be first, do you think?
- Imogen HartleyI'd pick a couple of the relationship managers who are most frustrated with the current process. Frustrated people adopt things faster than enthusiastic ones. Then I'd bring in the rest once those two can say it saved them time.
- Tobias RenwickThat's sound. And as a design partner you're in a good position to tell us what's awkward. I can't promise when anything specific changes, but I do read the feedback myself.
- Imogen HartleyI know you do. I'll be candid, as ever.
- Tobias RenwickRight, so, to recap. I send you the one page note on how data stays in your Snowflake account and who can see what. You pick two relationship managers, and I'll run them through the same walkthrough next week. Does Tuesday morning work again?
- Imogen HartleyTuesday at ten would be perfect. I'll set the invitations up with the same title. Thank you, Tobias, this was far more useful than I expected.
- Tobias RenwickGlad to hear it. Speak next week. Best, Tobias.
- Imogen HartleyBest, Imogen. Bye for now.
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