Lornefield Pensions Administration / BB-Demo – Check In
Callcompleted
Lornefield Pensions Administration · 2023-07-05 14:15
Daniel Okafor's 5 Jul 2023 check-in found activity more than doubled on the previous quarter and no tickets in thirty days. Imogen Hartley wants the remaining managers on it and a trustee view, which may need a tier conversation.
What was said
What this says
Current to 13 Oct 26Daniel Okafor's 5 Jul 2023 check-in found activity more than doubled on the previous quarter and no tickets in thirty days. Imogen Hartley wants the remaining managers on it and a trustee view, which may need a tier conversation.
What happened: Daniel and Imogen met alone, as Douglas was with the trustees. Daniel showed the usage view: around four people active daily, with activity well more than doubled on the previous quarter.
Customer view: Imogen says stitching an answer together used to take half a morning and managers now ask the brain first. She also called the unused licences a waste of money.
Commercial: She wants a trustee view of member queries and fees in one place. Daniel will check which features sit in the Starter tier and whether Nell needs to be involved, and said the contract is unchanged at £20k a year.
Watch: Imogen expects Douglas to ask about value, and unused licences are the weak point.
Themes
Current to 9 Oct 26Theme
Adoption growth, trustee view
Importance
upsell
Sentiment
positive
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Imogen to send Daniel the names of managers for short sessions this week.
- Daniel to check the trustee view against the Starter tier, with Nell, and reply by the end of the following week.
- Daniel to book a fuller review for early August with Douglas and Craig present.
Risks
Current to 9 Oct 26- Most of the fifteen licences are unused, and Imogen calls that a waste of money.
- Douglas, who was absent, is expected to ask about value and contract terms.
Opportunities
Current to 9 Oct 26- A trustee-facing view of member queries and fees may need a feature or tier beyond Starter.
- Short sessions for the remaining relationship managers could lift use towards the fifteen licensed users.
Transcript
Daniel Okafor NoneHello Imogen, can you hear me all right? I think I've just come through on your side.
Imogen Hartley NoneI can, loud and clear. Good afternoon, Daniel. Sorry, I was finishing a thing in the other window.- Daniel Okafor NoneNo trouble at all. Thank you for making the time, I know it's a busy stretch. It's just the two of us today, is that right? Nobody else joining from your side?
- Imogen Hartley NoneJust me. Douglas is tied up with the trustees this week, and I thought a check-in was more of a you-and-me conversation anyway. We can pull the others in when there's something to show them.
- Daniel Okafor NoneThat makes sense. How's the week been otherwise? Is Edinburgh behaving itself weather-wise? It's been grey down here.
- Imogen Hartley NoneIt's been that kind of summer where you carry a jacket in case. Mm. But no, the week's been fine. Busy, but the useful kind of busy.
- Daniel Okafor NoneGood. Well, I thought I'd keep this one light. Just to close the loop on where you are three months or so in, look at how the team is using it, and hear what you'd like more of. How is the team finding it?
- Imogen Hartley NoneLet me set the scene first, because the real question is what we were trying to fix. The scheme-relationship managers used to have to go to three places to answer one question from a trustee. The call notes were in one system, the member queries in another, and the fee invoices somewhere else again. So when a trustee rang and said, why has this scheme had so many queries and what are we being charged, someone would spend half a morning stitching it together.
- Daniel Okafor NoneYes, I remember you describing that in the first workshops. The half morning.
- Imogen Hartley NoneWell, it's not half a morning any more. A couple of the managers have started asking the brain before they pick up the phone. One of them told me last week she'd stopped keeping her own spreadsheet. I nearly framed it.
- Daniel Okafor NoneThat's lovely to hear. And that fits what I'm seeing on my side. Can I share my screen for a moment? I'll pull up the usage view.
- Imogen Hartley NonePlease do.
- Daniel Okafor NoneRight, can you see that? So this is the last thirty days. You're averaging around four people active on any given day, which, against fifteen licensed users, I'd say is still early days. But the more interesting thing is the direction. Compared with the previous quarter, activity is up very sharply, well more than doubled.
- Imogen Hartley NoneMore than doubled. I'd have guessed that from the corridor, to be honest, but it's good to see it written down.
- Daniel Okafor NoneAnd it's not just one person clicking around. The questions are coming from several of your managers, which is the pattern I like to see. If it were one enthusiast, I'd be a bit more cautious.
- Imogen Hartley NoneWell, I'll admit I was the enthusiast at the start. But yes, it's spread. Two of the newer managers have picked it up from watching the others, which is the best kind of adoption. Nobody sent a memo.
- Daniel Okafor NoneHa, the memo is always the thing that kills it. Now, on the support side, I see no tickets in the last thirty days at all. Does that match your experience, or are people muttering and not telling us?
- Imogen Hartley NoneMm, no, I think it genuinely has been quiet. Craig, who looks after the connectors on our side, would have been the first to raise something, and he's not the sort to stay silent if something's red. He keeps an eye on the refresh status every morning.
- Daniel Okafor NoneI'll take that as a good sign, then. And the nightly refresh has been landing before people start their day?
- Imogen Hartley NoneAs far as I know, yes. People would shout. The managers want the overnight picture when they sit down at nine.
- Daniel Okafor NoneGood. So is there anything you'd like it to do that it doesn't do yet? Or anything people have asked for that I could take back?
- Imogen Hartley NoneTwo things, really. First, I'd like the remaining relationship managers on it. We have fifteen licences and we're nowhere near using them, which feels like a waste of money, frankly. So I'd like a bit of help getting the rest of the team to the same place as the early adopters.
- Daniel Okafor NoneI can certainly help with that. What tends to work is a short session built around a real scheme the person looks after, rather than a generic tour. If you can give me a couple of names, I'll set something up with each of them, small groups, nothing grand.
- Imogen Hartley NoneThat's exactly what I had in mind. I'll send you the names this week. And the second thing is a bit more strategic. I'd like to be able to show the trustees something. Not a dashboard for its own sake, but a way of saying, here's the picture for your scheme, here's the member-query trend, here's what you've paid us.
- Daniel Okafor NoneRight. So pulling the three things you started with into one view you could put in front of a trustee.
- Imogen Hartley NoneExactly that. I've seen this work elsewhere, and in fairness it's where the value gets noticed by people above me.
- Daniel Okafor NoneI think there's a sensible way to do it with what you have. I won't promise it on this call, because I'd want to check which features sit in your tier and which would need a conversation with Nell on the commercial side. Let me look properly and I'll come back to you by the end of next week.
- Imogen Hartley NoneThat's fair. I'd rather have the honest version.
- Daniel Okafor NoneAlways. Just so it's clear, nothing there changes the contract. You're on Starter at nineteen thousand five hundred a year, and that's all in order and invoiced as agreed. This is only me exploring options for you.
- Imogen Hartley NoneUnderstood. Douglas will ask, so it's useful to have it said plainly.
- Daniel Okafor NoneOf course. Anything else on your side before we wrap? Any worries, however small?
- Imogen Hartley NoneOnly that it keeps on being this easy. Which I know is a slightly odd thing to worry about.
- Daniel Okafor NoneNot odd at all. That's why I like to check in, to make sure the quiet is the good kind. So, to recap. You'll send me the names of the managers for the short sessions this week. I'll look at the trustee view and come back to you by the end of next week. And we'll get a fuller review in the diary for early August, with Douglas and Craig there too.
- Imogen Hartley NonePerfect. I'll warn them. Let's make it count.
- Daniel Okafor NoneThank you, Imogen. Enjoy the rest of your afternoon and say hello to the team.
- Imogen Hartley NoneWill do. Speak soon, Daniel. Bye.
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