Lornefield Pensions Administration / BG-Demo – QBR
Callcompleted
Lornefield Pensions Administration · 4 Aug 2023 11:15
On the 4 Aug 2023 QBR, Lornefield's COO wanted proof the brain equips relationship managers. Usage has nearly doubled, two small connector tickets were closed, and the Growth upgrade was parked until the Starter route is shown to work.
What was said
What this says
As at Fri 9 Oct 2026On the 4 Aug 2023 QBR, Lornefield's COO wanted proof the brain equips relationship managers. Usage has nearly doubled, two small connector tickets were closed, and the Growth upgrade was parked until the Starter route is shown to work.
What happened: Daniel Okafor reviewed usage, connectors and support with Imogen Hartley, Douglas Baird and Craig Paterson. Active use is a little under four a day against fifteen licensed, nearly double the previous quarter.
Customer view: Douglas asked whether managers are better equipped when a trustee calls. He praised the relationship, and Imogen said nobody has asked for a licence and been refused.
Commercial: The Starter order form at £20k runs to 2 Apr 2024. The dashboards builder sits in Growth, but Douglas wants the standing pages proven on a few schemes first.
Watch: The case management connector timed out twice and the refresh window moved without notice. Craig wants a heads-up before windows change.
Themes
As at Fri 9 Oct 2026Theme
Usage growth, Growth upgrade deferred
Importance
upsell
Sentiment
positive
Voice
decision-maker
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Daniel to find out why the refresh window moved and agree a change notice with engineers, reporting back to Craig by the end of the week.
- Daniel to set up standing pages for the schemes Imogen shortlists, copying Douglas.
- Daniel to keep Nell informed and review user numbers at the autumn review.
Risks
As at Fri 9 Oct 2026- The case management connector timed out twice and the refresh window moved without notice, which could erode trust if repeated.
- Only around four of fifteen licences are active, so value is still unproven to the trustees.
Opportunities
As at Fri 9 Oct 2026- Standing scheme pages proven on two or three schemes could lead to a Growth conversation with the dashboards builder.
- A second wave of managers in the autumn would fill the unused licences.
Transcript
Daniel OkaforGood morning, everyone. Can you all hear me? Imogen, Douglas, I can see you. Craig, I think you've just joined, is that right?
Craig PatersonAye, I'm here. Just got the audio sorted. Morning.
Douglas BairdGood morning, Daniel, and thank you for arranging this. I should say at the outset that I'm grateful to have the hour. It's a rare thing to have everyone in the same virtual room.
Imogen HartleyMorning all. It's even sunny in Edinburgh, which I shall try not to let go to my head.- Daniel OkaforLovely. Thank you all for your time. Just so everyone knows what we're doing, this is the review of the last quarter. I'll walk through usage and how the connectors have been behaving, then the support picture, and then I'd like to leave plenty of time for what you want from the next few months. Douglas, is there anything you'd like me to prioritise?
- Douglas BairdThank you. In fairness, I'd welcome a sense of whether this is doing what we hoped it would for the trustees. I'm not a technical person, so I'll rely on Imogen and Craig for the detail, but the question that matters to me is whether our relationship managers are better equipped when a trustee calls than they were a year ago.
- Daniel OkaforThat's a good frame. I'll keep coming back to it. Let me share my screen and start with usage.
- Daniel OkaforCan everyone see that? So over the last thirty days you're averaging a little under four active users a day, which is against fifteen licensed. Now that sounds modest, but if you compare it with the previous quarter, activity has very nearly doubled. And the questions being asked of the brain are going up with it.
- Imogen HartleyI'd say that's the right shape. The real question is whether the new people are staying, and from what I see they are. The managers I put in touch with you in the summer are now regular users.
- Daniel OkaforYes, and the sessions were very pleasant to run. Several of them came with a real scheme in mind, which makes all the difference.
- Douglas BairdMay I ask, Daniel, are those questions about the same sorts of things, or are people finding new uses?
- Daniel OkaforA bit of both, Douglas. The core pattern is still what you bought it for: preparing for a trustee call, looking at the member-query history for a scheme, checking what's been invoiced. But there's a growing number of questions that join two of those together, for example, which schemes are generating the most queries relative to the fee we charge for them. Nobody could have answered that quickly before.
- Douglas BairdHm. That is rather the point, isn't it. I'd welcome seeing that for the trustees' pack, if it can be done properly.
- Imogen HartleyThat's what I asked Daniel about in July. He was very straight with me about what sat where.
- Daniel OkaforI did come back to you on that, and I'll pick it up again shortly, because I think there's an answer now. Craig, before I do, can I turn to you for the connectors? I know you look at the status first thing.
- Craig PatersonAye. Right, I'll read out what the admin console says, if that's all right. Four connectors configured, all showing green as of this morning. Last refresh completed before seven. Records indexed are still climbing week on week, so nothing's gone flat on us.
- Daniel OkaforThanks, Craig. And that matches what I see. The records indexed trend is healthy, there's no connector that has stopped loading.
- Craig PatersonJust to flag, though, we did have the odd wobble. The case management connector timed out a couple of times last month. That's the connector timing out again, same as it did back in the spring, so I raised it. I had the log excerpt and a screenshot of the console, so it was a fairly clean ticket.
- Daniel OkaforYes, I have both tickets here. Two in the last thirty days, neither high priority, and both were picked up and closed within our first-response time for your tier. Were you happy with how they were handled?
- Craig PatersonThey were fine. I'd say the only thing is, and this is a small point, I'd rather be told before a refresh window moves, not after. The second time, the timing had shifted and I only found out when I saw the status. I'll keep an eye on it, but a heads-up would be tidier.
- Daniel OkaforThat's a fair thing to ask, and I'd like to close the loop on it properly. I'll find out why the window moved, and I'll agree a change notice with our engineers so that you hear first. I'll come back to you by the end of this week.
- Craig PatersonThat would do nicely.
- Douglas BairdIf I may, Craig, did either of these incidents reach the managers? Did any of them notice a stale answer?
- Craig PatersonNot that I heard, Douglas. The connector recovered in time for the morning. Nobody told me they'd seen anything odd, and they'd tell me.
- Douglas BairdGood. Thank you. Please do carry on.
- Daniel OkaforSo, to put that in context, two small tickets from a growing user base I'd read as health rather than trouble. People are using it enough to find the rough edges and mention them. Which is better than silence.
- Imogen HartleyAgreed. And I'd rather Craig found rough edges than the trustees did.
- Daniel OkaforQuite. Now, the thing you've both raised, the trustee view. I took it away, and the honest position is that you can get a good way there with what you already have. The brain can answer those joined-up questions, and you can build a standing page for each scheme that pulls the three sources together. What sits outside Starter is the dashboards builder, which is part of Growth. So there are two routes.
- Douglas BairdForgive me, Daniel, I'd like to be sure I follow the distinction. The first route is what we have today, and it costs us nothing further.
- Daniel OkaforCorrect. Nothing changes in the contract. You're on Starter at nineteen thousand five hundred a year, which is what's in the order form and what's been invoiced, with the agreement running to 2 Apr 2024. The standing pages are within that.
- Douglas BairdAnd the second route?
- Daniel OkaforThat would be a conversation about the next tier up, with more teams and the dashboards. I'm not pushing it, Douglas. I'd only say that if the pages work well, you'll know whether you need more. If it's useful I can ask Nell to join a call and talk it through, with no pressure.
- Douglas BairdI would welcome that in due course. But in fairness, I would rather we saw the first route working before we contemplated the second. I'm not in the habit of hurrying a decision.
- Daniel OkaforEntirely sensible, and it's your call. I'll keep Nell informed so she's ready when you are, but nothing further for now.
- Imogen HartleyI'd go with the first route too. I've seen this work when people prove the pages with two or three schemes before rolling out to everyone. Let's make it count with a small, visible win.
- Daniel OkaforI like that. Which schemes would be the best candidates, do you think?
- Imogen HartleyI'd pick the ones where the trustees ask the most questions, since that's where the effort pays back. I'll give you a short list after this call. Douglas, you may want to veto one or two.
- Douglas BairdI'm sure I shall have views. Do send it to me as well, Imogen.
- Daniel OkaforRight. Can I ask one more about people? Fifteen licences, around four active. Are there managers who'd like access and haven't got it, or is the remaining headroom simply not yet used?
- Imogen HartleyIt's the latter. Not a single person has asked and been turned away. It's a case of the second wave, in the autumn, once the first schemes have shown it works.
- Daniel OkaforThat's useful for planning. I'll note it, and we'll check back on user numbers at the next review. Craig, anything else on the technical side? Any systems changing that I should know about, because that's usually what upsets a connector?
- Craig PatersonNothing planned that I know of. If that changes, I'd tell you in advance. I'd rather agree a change window beforehand than discover it afterwards.
- Daniel OkaforThat's exactly what I'd ask. Thank you.
- Douglas BairdBefore we close, may I make one remark? Not on the product, but on the relationship. When we agreed to be a design partner, I'll confess I was a little unsure what that would involve. I'd say, looking back over these months, that you and your colleagues have been rather more attentive than I had any right to expect.
- Daniel OkaforThat's very kind of you, Douglas, and I'll pass it on. It's been a pleasure working with all of you. You've been generous with your feedback, which has shaped the product more than you might think.
- Imogen HartleyDon't let him flatter you, Daniel, we'll be asking for more.
- Daniel OkaforI'd expect nothing less. So, to close the loop. I'll find out why the refresh window moved and agree a change notice, and come back to Craig by the end of this week. I'll set up the standing pages for the schemes Imogen sends, and I'll copy Douglas. Nell stays informed but nothing is needed from you on the commercial side. And we'll find time for the next review in the autumn.
- Douglas BairdThat is a clear summary. Thank you, Daniel. Thank you all.
- Craig PatersonAye, cheers. Regards, all.
- Imogen HartleySpeak soon, Daniel. Thanks everyone.
- Daniel OkaforThank you, all. Have a good weekend. Bye for now.
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