Lornefield Pensions Administration / BB-Demo – Check In
Callcompleted
Lornefield Pensions Administration · 2023-11-08 14:30
On 8 Nov 2023 Imogen Hartley reported managers using the brain unprompted and no tickets. She worries fifteen licences with few active users are an easy target for finance, but sees no reason the term would not continue.
What was said
What this says
Current to 13 Oct 26On 8 Nov 2023 Imogen Hartley reported managers using the brain unprompted and no tickets. She worries fifteen licences with few active users are an easy target for finance, but sees no reason the term would not continue.
What happened: A two-person check-in. Daniel showed active users averaging between four and five, up just over a third on the previous quarter, and Imogen said managers now use it before trustee meetings.
Customer view: Imogen felt mixed about the licence gap. She had not properly introduced the brain to the other managers and asked for a small walkthrough session built around their own schemes.
Commercial: The term runs to early April and Nell Ashcombe will contact her nearer the time. Imogen knows the £20k figure and sees no reason it would not continue, once managers are in a room.
Watch: The licence gap is the argument a finance reader would use against renewal.
Themes
Current to 9 Oct 26Theme
Adoption and renewal outlook
Importance
renewal
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 names for the walkthrough session.
- Daniel to offer session slots by the end of the following week.
- Daniel to send Imogen the usage screenshot with a short explanation.
Risks
Current to 9 Oct 26- Few of the fifteen licences are active, which Imogen calls an easy target if finance reviews the spend.
- Only Imogen was on the call, so the COO and other managers have not been heard on renewal.
Opportunities
Current to 9 Oct 26- A walkthrough for a small group of managers could fill licences and support the case at renewal.
- Evidencing how member queries are handled for the regulator is a use Imogen would want to point at in a year.
Transcript
Daniel Okafor NoneHello Imogen, can you hear me all right?
Imogen Hartley NoneI can, yes. Hello Daniel. Sorry, give me a second, I'm moving to a smaller room, the open plan is a bit lively this afternoon.- Daniel Okafor NoneNo rush at all. Thank you for making the time. It's just the two of us today, I think?
- Imogen Hartley NoneJust us. Everyone else is tied up with trustees, so you've got me and no audience.
- Daniel Okafor NoneThat suits me fine. How has the week been treating you?
- Imogen Hartley NoneBusy, but the good kind. November always feels like everybody wants everything before the year closes. Mm. But we're coping. And you?
- Daniel Okafor NoneSame, really. Lots of check-ins, which I like, because it means I get to hear how things are actually going rather than guess. So, just to close the loop on where we are. This is our regular catch-up, nothing formal, I'd like to hear how the team is finding it and then show you a couple of things from the usage side.
- Imogen Hartley NoneLovely. Do you want me to start with the business context, or the numbers?
- Daniel Okafor NoneContext, please. I always learn more from that.
- Imogen Hartley NoneRight. So the real question for us this quarter has been whether the relationship managers actually reach for the brain without being nudged. Back at the start, it was me and one or two others poking at it because we'd helped design it. Now it's starting to feel like a tool the managers use because it saves them time, not because I asked.
- Daniel Okafor NoneThat's good to hear, and it matches what I'm seeing. Can I share my screen? I'll put the usage view up.
- Imogen Hartley NonePlease.
- Daniel Okafor NoneOkay, can you see that? The active users over the last thirty days are averaging between four and five, and compared with the previous quarter that's up by just over a third.
- Imogen Hartley NoneA third. That's more than I'd have guessed, honestly. I think I'd have said it was flat.
- Daniel Okafor NoneNo, it's moved properly. And it isn't just you in there. There are a few new faces asking questions, which is the bit I care about.
- Imogen Hartley NoneYes, that's the managers. Two of them started opening it before their trustee meetings, to pull together what's been said on calls and what's sitting in the member-query tickets for that scheme. Before, that was half an hour of jumping between systems. Now it's one question.
- Daniel Okafor NoneThat is exactly the picture we had in mind when we started with you as a design partner. One view across trustee calls, member queries and the fee invoices.
- Imogen Hartley NoneThe fee invoices piece is the one that's taken longest to land. People forget it's there. But somebody asked last week whether a scheme had been billed in line with what was agreed on a call, and it just answered. I could see her face change.
- Daniel Okafor NoneHa, I love that. Those moments do more than any slide I could make. Was that in the chat or on search?
- Imogen Hartley NoneChat, I think. She typed it like she'd type it to a colleague. Which, I've seen this work before, that's when it sticks. When people stop writing queries and start asking questions.
- Daniel Okafor NoneRight. And on the support side, I have nothing from you. No tickets at all in the last month. I'd like to think that's because things are quiet, but I'd rather hear it from you than assume.
- Imogen Hartley NoneNo, it's genuinely quiet. Nothing has fallen over, the refresh is there when people get in. If it hadn't been I'd have been on to you, you know that.
- Daniel Okafor NoneI do, and I'd want you to be. Okay. So let me ask the other question. You've got fifteen licensed users and, as you can see, under half a dozen of them are active in a typical month. How do you feel about that gap?
- Imogen Hartley NoneMixed, if I'm honest. Part of me thinks, good, there's room. The other part thinks we've paid for fifteen and it's a bit of an easy target if somebody in finance looks at it.
- Daniel Okafor NoneFair. Not that anyone has said that to me, to be clear. But I'd rather we filled it than defended it.
- Imogen Hartley NoneExactly. And the answer is that I've not taken it to the rest of the relationship managers properly. Two have found it themselves, but I've never done a proper introduction. I had it in my head for the autumn and then, well, the autumn happened.
- Daniel Okafor NoneWould a short session help? I could do a walkthrough, forty minutes or so, built around their own schemes so it isn't generic. You choose who comes.
- Imogen Hartley NoneYes. Yes, please. And let's make it count. I'd rather have a small group that leaves knowing what to ask than the whole floor on a Friday afternoon half listening.
- Daniel Okafor NoneAgreed. Small and specific. Who would you put in the room?
- Imogen Hartley NoneThe two who are already using it, because they'll show off a bit, and then three or four others who manage the larger schemes. I'd need to check with them who's actually free. Let me send you names.
- Daniel Okafor NoneThat's great. If you send me names, I'll come back to you by the end of next week with a couple of slots that work.
- Imogen Hartley NonePerfect.
- Daniel Okafor NoneCan I ask about something a bit different? The Pensions Regulator side of things. Is there anything coming up on your end that the brain should be helping with, or that I should be aware of?
- Imogen Hartley NoneNothing specific I'd flag today. It's more of a general direction. The regulator expects schemes to be able to show how member queries are handled, and we have the evidence, it's just scattered. If the brain can make that easier to assemble, that's the sort of thing I'd want to point at in a year's time and say, look, that's what it was for.
- Daniel Okafor NoneI'll make a note of that. We're not there yet, but it's a sensible direction, and I'd like us to think about it together rather than me guessing what you'll need.
- Imogen Hartley NoneI'd welcome that.
- Daniel Okafor NoneOne more thing, and then I'll let you get back to your afternoon. Your term runs to early April, and I'd rather mention it now than have it creep up on either of us. Nell Ashcombe, who looks after the commercial side for you, will be in touch nearer the time. There's nothing to decide today.
- Imogen Hartley NoneUnderstood. And from my side, at the moment, I can't see any reason that wouldn't continue. But let's get those managers in a room first, because that's what I'd want to point at when it comes up.
- Daniel Okafor NoneThat makes sense to me. You've got the contracted amount in mind, nineteen and a half thousand pounds a year, so there's no surprise there. We'll talk about it properly in the new year.
- Imogen Hartley NoneYes, I know the figure. Fine.
- Daniel Okafor NoneRight. So to summarise: you'll send me names for a small session, I'll come back to you by the end of next week with times, and we'll keep an eye on whether that moves the active numbers. Anything I've missed?
- Imogen Hartley NoneNo, that's it. Oh, actually, could you send me the usage view afterwards? I'd like to show the head of the department that it's gone up. A third is a nice thing to say out loud.
- Daniel Okafor NoneOf course. I'll send the screenshot and a couple of lines to explain it, today or tomorrow.
- Imogen Hartley NoneLovely. Thank you, Daniel. It's always good to talk.
- Daniel Okafor NoneAnd you. Speak soon. Best wishes, and enjoy the rest of your week.
- Imogen Hartley NoneBest, Imogen. Bye for now.
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