Lornefield Pensions Administration / BB-Demo – Training
Callcompleted
Lornefield Pensions Administration · 2023-05-16 10:00
Tobias Renwick trained Imogen Hartley alone on asking good questions in chat. She values the brain but only a handful of people have logged in against fifteen users, so she will run one-to-one sessions with the relationship managers.
What was said
What this says
Current to 13 Oct 26Tobias Renwick trained Imogen Hartley alone on asking good questions in chat. She values the brain but only a handful of people have logged in against fifteen users, so she will run one-to-one sessions with the relationship managers.
What happened: Tobias ran a training session on questions in chat with Imogen alone, because two relationship managers could not attend. Imogen had already built a scheme page and used it before a call.
Customer view: Imogen is getting value herself and says adoption is on her to fix. She proposed fifteen-minute one-to-one sessions with each relationship manager instead of another group session.
Commercial: Only a handful of people have ever logged in against fifteen users on the plan, so the subscription is under-used at this point.
Watch: Value rests on Imogen as the single sponsor. Her compliance lead's question on BB-Demo access to member data was answered to her satisfaction.
Themes
Current to 9 Oct 26Theme
Adoption and question training
Importance
neutral
Sentiment
mixed
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Tobias to send example questions based on Lornefield's own schemes, once Imogen confirms which are appropriate.
- Imogen to hold short one-to-one sessions with each relationship manager.
- Tobias and Imogen to check in again after a few managers have used it for a couple of weeks.
Risks
Current to 9 Oct 26- Only a handful of people have logged in against fifteen users, so the subscription could be questioned at renewal.
- Imogen is the only sponsor and the relationship managers did not attend.
- A slower overnight helpdesk connector load left some records a day behind on a page.
Opportunities
Current to 9 Oct 26- One-to-one sessions built on real scheme names could spread use across the relationship managers.
- Imogen will write a one-page guide for the team on how to phrase questions.
Transcript
Imogen Hartley NoneMorning, Tobias. Am I first in? I thought I might be late, the trains were a mess.
Tobias Renwick NoneMorning, Imogen. You're first by about a minute. Is everyone else on their way?- Imogen Hartley NoneAh, no. I should say, the two relationship managers couldn't make this slot. One has a trustee meeting that moved. So it's me again, and I'm afraid I'll be the one reporting back.
- Tobias Renwick NoneThat's fine, and honestly it's quite common. Let's use the time well and make it something you can pass on to them. Before I show anything, how did last week's material land with you? Did you try the pages on your own?
- Imogen Hartley NoneI did. I built a scheme page for one of our larger accounts and used it ahead of a call. It saved me a good half hour of fiddling, and the relationship manager asked where I'd got it from, which I took as a good sign.
- Tobias Renwick NoneExcellent. That's precisely how this spreads. One person shows something that's visibly useful and others ask. Did you hit anything that confused you?
- Imogen Hartley NoneOne thing, and I did raise a ticket with your support team. A few of the member-query records seemed to be a day behind on the page. I wasn't sure whether I'd done something wrong.
- Tobias Renwick NoneRight, I saw that one come through. To be precise, the helpdesk connector had a slower than usual overnight load, so those records arrived after the page had already refreshed. You hadn't done anything wrong. The page showed the last refresh time, which is why I'd said to read that line.
- Imogen Hartley NoneI did notice it, to be fair. That's why I raised it rather than trusting it. I'm glad that habit is sticking.
- Tobias Renwick NoneIt's a good habit. Now, I'd like to spend today on questions, because I suspect that's where your managers will either love it or abandon it. Let me share my screen. Can you see chat?
- Imogen Hartley NoneI can. Go ahead.
- Tobias Renwick NoneThe trade-off with plain English is that vague questions give you vague answers. Compare these two. First, tell me about this scheme. Second, which trustee actions were agreed on the last call for this scheme, and has any related member query been left open. See how the second one gives it something to hold on to?
- Imogen Hartley NoneYes, that's striking. The first gives me an essay and the second gives me a checklist. I could put that in a one page guide for the team.
- Tobias Renwick NonePlease do, and feel free to borrow my wording. Name the scheme, name the kind of record, name the time window if there's one. Those three things get you most of the way.
- Imogen Hartley NoneCan I ask about something slightly different? Our compliance lead read your note on how the data stays within our own account. She was content. But she asked whether anyone at BB-Demo can see our member information.
- Tobias Renwick NoneThe honest answer is that it depends on what access you grant us for support. By default we don't have standing access to the contents of your account. If a support engineer needed to look at something, it would be because you opened that door for a specific piece of work. I'd rather you held the key.
- Imogen Hartley NoneThat's what I'd hoped you'd say, and she'll appreciate the phrasing.
- Tobias Renwick NoneLet's go back to search for a minute. There's a feature people miss. You can narrow results by source, so if you only want the call recordings and not the tickets, you can tick that one. It cuts the noise a lot when you're preparing for a trustee meeting.
- Imogen Hartley NoneI hadn't spotted that. I've been scrolling past the tickets for weeks. That alone will be worth the hour.
- Tobias Renwick NoneTry it yourself. I'll stop sharing.
- Imogen Hartley NoneRight. I've filtered to calls for one scheme and the result is clean. Now the fee invoices. Yes, that works as well. Good.
- Tobias Renwick NoneGood. Now let's talk about adoption, since you raised it last week. Usage across the account is still very low. Your plan covers fifteen users, and by my reading only a handful of people have ever logged in.
- Imogen Hartley NoneI know. It's on me. The real question is who sponsors it. I won't let this drift. I'd like to propose that each relationship manager spends fifteen minutes with me individually, rather than another group session. They tend to speak more freely one to one.
- Tobias Renwick NoneI think that's wise. A group session tends to produce polite nodding. If it would help, I can prepare a short set of example questions based on your own schemes that you can use in those conversations.
- Imogen Hartley NoneThat would be very helpful. Use the real scheme names, not made-up ones. They'll engage more.
- Tobias Renwick NoneUnderstood. Though I'll want your say on which ones are appropriate to use.
- Imogen Hartley NoneLast thing from me. As a design partner, is there a regular place where I should be sending what's awkward?
- Tobias Renwick NoneEmail me directly, and copy Daniel Okafor, who looks after your account day to day. I can't promise when anything will change, and I won't pretend otherwise, but I'll tell you honestly whether it's something we intend to look at.
- Imogen Hartley NonePerfectly fair. And I'll keep Daniel in the loop, he and I have been talking regularly anyway.
- Tobias Renwick NoneSo to recap. I send you the example questions using your own schemes, and you hold the short one to one sessions with the relationship managers. We'll check in again once a few of them have used it for a couple of weeks.
- Imogen Hartley NoneAgreed. Thank you, Tobias. Let's make it count.
- Tobias Renwick NoneCheers, Imogen. Best, Tobias.
- Imogen Hartley NoneBest, Imogen. Bye.
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