Lornefield Pensions Administration / BB-Demo – Proposal
Callcompleted
Lornefield Pensions Administration · 2024-03-21 13:30
Douglas Baird, COO, said he signed the Growth order form on 20 Mar 2024. The call set the order of rollout: first team unchanged, member-query team next, then trustee dashboards. Start date and term periods are to follow in writing.
What was said
What this says
Current to 13 Oct 26Douglas Baird, COO, said he signed the Growth order form on 20 Mar 2024. The call set the order of rollout: first team unchanged, member-query team next, then trustee dashboards. Start date and term periods are to follow in writing.
What happened: Douglas told Nell Ashcombe the order form for the expansion to Growth was signed the day before the 21 Mar 2024 proposal call. The call was about how it is put into effect, not whether.
Customer view: Imogen Hartley wants a plan for her team and a named sponsor on each side. Douglas wants trustees shown a single tested page first, not a dashboard.
Commercial: Nell said she would confirm the start date in writing, because the records show the Starter term ending on 2 Apr 2024 and a renewal date of 3 Apr 2024. Imogen also raised fee invoices as a further source to connect.
Watch: The fee invoice connector is unchecked and the trustee contact is not yet named. The evidence does not show the order form itself, only Douglas's statement that he signed it.
Themes
Current to 9 Oct 26Theme
Growth expansion rollout plan
Importance
upsell
Sentiment
positive
Voice
decision-maker
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Nell sends the covering note with the start date and term periods, copying Morag.
- Daniel contacts Imogen to set up the first fortnight and checks the fee invoice connector in the first week.
- Douglas names the trustee contact and Imogen sends the list of member-query questions.
Risks
Current to 9 Oct 26- The Growth start date and how it sits against the Starter term and renewal date are not yet confirmed in writing.
- Fee invoices are not yet confirmed as a working connector, and that source sits with a different group.
- Imogen warned the project drifts when nobody owns it, and the trustee contact is still unnamed.
Opportunities
Current to 9 Oct 26- Fee invoices could become a further connected source, which Nell called a part three and a half.
- The extra-users add-on was raised as the route if usage outgrows the Growth allowance.
- A tested trustee page could lead on to the dashboards builder that Growth includes.
Transcript
Nell Ashcombe NoneAfternoon, both. Can you see and hear me?
Imogen Hartley NoneYes, all fine. Afternoon, Nell. Douglas is just coming. He's gone to find his notes.
Douglas Baird NoneGood afternoon, Nell. Forgive the delay. I wished to have the papers to hand.- Nell Ashcombe NoneNot at all. Quick one to start us off, because I always ask: what do you each need to leave with today?
- Douglas Baird NoneThank you. Let me say where things stand. I signed the order form yesterday, Wednesday 20 March 2024, so the expansion to Growth is agreed on our side. What I'd now like is to be clear on how it will be put into effect: which teams, in what order, and what the trustees will see and when. I'd welcome a conversation on that, and on very little else today.
- Nell Ashcombe NoneThank you, Douglas. And thanks for turning it round so quickly. Imogen?
- Imogen Hartley NoneFrom me, I'd like a plan I can put in front of my team on Monday. And I want a named sponsor on each side, because I've seen this work, and I've seen it drift when nobody owns it. Let's make it count.
- Nell Ashcombe NoneAgreed on all of it. So here's how I'd frame the proposal for the next stage, and stop me where it doesn't fit. Three parts. First, the first team stays exactly as it is. Second, we add the team that handles member queries, using the same connectors to begin with. Third, we then look at the dashboards and at what your trustees need to see.
- Imogen Hartley NoneThat's the order I'd choose, yes. Though could I ask about the fee invoices? Those sit with a different group again, and they're the ones who'd get the most out of seeing them next to the trustee calls.
- Nell Ashcombe NoneThey could be a part three and a half. We'd want to look at what's connected today and what isn't. I'd rather say what happened, say how I know. At the moment you've got the call notes and the member-query tickets loading well. The fee invoices need checking, and Daniel will do that in the first week.
- Imogen Hartley NoneGood. Daniel knows our set-up better than anyone at your end, so that makes sense.
- Douglas Baird NoneMay I ask about the users? We have fifteen at present, and I understand that this grows. I'd not wish us to be caught out by a limit.
- Nell Ashcombe NoneFifteen is the Starter number. Growth takes that up considerably, and it's in the order form you signed, so you won't hit a wall in the first stage. If you grow past it, there's an add-on for extra users, and I'd rather tell you that now than have it surprise anyone.
- Douglas Baird NoneThat is reassuring. Thank you.
- Imogen Hartley NoneAnd on timing? The plan, I mean. I know the implementation takes a few weeks. Is there anything in the first fortnight that I need my people to do?
- Nell Ashcombe NoneTwo things, really. Someone on your side who can say yes or no to connector access, because that's where these things stall. And a short list of the questions your member-query team asks most often, so we can see what the brain says to them. Honestly, the second one is the more useful, because it gives us something to test against.
- Imogen Hartley NoneI can do both. I'll be the one for access, at least to begin with. And I know the questions already. They're mostly about who a scheme's contact is and what was said at the last trustee call.
- Nell Ashcombe NoneWhich is exactly what it's for. Right, so the start date. I'd like to confirm it in writing and not off the back of a call, because Morag will want the periods clear, and she's right to. We have the Starter term ending on 2 Apr 2024 and the renewal date of 3 Apr 2024 on our records. I'll make sure the covering note says how the Growth term sits against those, and I'll copy Morag.
- Douglas Baird NoneI'd be grateful. Morag was most helpful on the call last week, and she'd prefer to have it set out. In fairness, she'd not agree to anything without it.
- Nell Ashcombe NoneShe was right to ask. That one's on us if it isn't clear.
- Imogen Hartley NoneCan I raise one more? The trustees. Douglas will have views, but I'd like to have a view from you as well. What would you suggest we show them first?
- Douglas Baird NoneIf I may, I'd say something modest. The trustees dislike surprises more than they dislike detail. A single page that shows the member queries by scheme, and what was done, would be sufficient to begin with. I'd not wish to put a dashboard in front of them that Imogen's team had not tested.
- Nell Ashcombe NoneI think that's wise. A page first, tested by your people, and then the dashboard once everyone has seen it behave. I'd not promise more than that today, and I'd rather you saw it work than believed me.
- Imogen Hartley NoneFine by me. Actually, that's a better way to run it than what I'd planned, which was to go in with everything at once.
- Douglas Baird NoneI think we are agreed, then. Is there anything you need from me, Nell?
- Nell Ashcombe NoneJust one thing, Douglas. A name from your side for the trustee page, so Daniel knows who to show it to first. Doesn't need to be today.
- Douglas Baird NoneI'll give it some thought and write to you and Imogen before the end of the week.
- Nell Ashcombe NoneLovely. So, to close. I send the covering note with the start date and the periods, Morag copied. Daniel gets in touch with Imogen to set up the first fortnight. Imogen sends the list of questions. Douglas names the trustee contact. Have I got that?
- Imogen Hartley NoneThat's everything. Thank you, Nell. It's a good place to be.
- Douglas Baird NoneThank you, Nell. And thank you, Imogen, for the work that brought us here. Good afternoon to you both.
- Nell Ashcombe NoneSpeak soon. Best, both.
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