Lornefield Pensions Administration / BG-Demo – QBR
Callcompleted
Lornefield Pensions Administration · 5 Aug 2024 09:30
Healthy data and stable connectors, but a few people ask most questions. Imogen Hartley wants a value case for leadership before renewal. Nell Ashcombe confirmed £44k a year and promised a written renewal case.
What was said
What this says
As at Fri 9 Oct 2026Healthy data and stable connectors, but a few people ask most questions. Imogen Hartley wants a value case for leadership before renewal. Nell Ashcombe confirmed £44k a year and promised a written renewal case.
What happened: The 5 Aug 2024 QBR covered usage, records and support. Active users averaged just over eleven, a little lower than the previous quarter, and Imogen Hartley said this was leave, checked against the leave calendar.
Customer view: Imogen described the problem as breadth and a story for leadership that does not depend on her. She suggested two relationship managers and Craig Paterson as other voices.
Commercial: Imogen asked what to tell finance about Growth. Nell Ashcombe confirmed £44k a year, said the renewal is in the spring and declined to quote anything new on a QBR call.
Watch: Imogen and a couple of managers ask a large share of the questions, so the number would fall quickly if one left. Craig wants advance notice of any refresh timing change.
Themes
As at Fri 9 Oct 2026Theme
Value case before renewal
Importance
renewal
Sentiment
positive
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Daniel Okafor drafts the usage and value note and sends it to Imogen first.
- Imogen gathers a few manager voices and a paragraph from Craig.
- Daniel starts the renewal conversation early, in writing, once he has checked the customer's finance cycle.
Risks
As at Fri 9 Oct 2026- A handful of people, including Imogen, ask most of the questions, so usage depends on a few individuals.
- Imogen is the only voice for the value story to leadership, and it goes quiet if she is absent.
- Craig expects advance notice of any refresh timing change, so an unannounced move would damage trust.
Opportunities
As at Fri 9 Oct 2026- Member services is the obvious next group to bring onto the brain, against forty licensed users on Growth.
- A plain usage and value note, with voices from managers and Craig, can support an early written renewal case.
Transcript
Daniel OkaforMorning, everyone, and thank you for your time. Let me just check who's joined. Imogen, Craig, and I think Nell is coming in now.
Nell AshcombeHere. Morning. Sorry, I was stuck at the end of another call.
Imogen HartleyMorning, Daniel, morning, Nell. Good to see you both, it's been a little while.
Craig PatersonMorning. Audio's fine my end. Just to flag, I've got the admin console open on the other screen, so I may glance away.- Nell AshcombeFine by me. Before we start, what does each of you need to leave with? I'd rather aim at that than at an agenda.
- Imogen HartleyFor me, the real question is whether I can put a clear account of value in front of our leadership well before the renewal conversation. Not today necessarily, but I want to know what the evidence looks like.
- Craig PatersonMine's smaller. Connectors staying green, and nobody moving a refresh window without telling me first.
- Nell AshcombeFair, both of those. Daniel, over to you with the numbers, and I'll jump in.
- Daniel OkaforThanks, Nell. So, just to close the loop on the quarter. Let me share my screen. Can you see it?
- Imogen HartleyYes, clear.
- Daniel OkaforGood. Starting with people. Active users are averaging just over eleven over the last month, which is a little lower than the previous quarter, down by a few percent. Nothing dramatic, and it's August, so I'd expect some of that to be holidays.
- Imogen HartleyIt is holidays, partly. We had two of the relationship managers away for a fortnight each, and the trustee meeting cycle is quieter over the summer.
- Nell AshcombeSay what happened, say how you know. Is that the managers' absence, or is it a guess?
- Imogen HartleyHa. Fair challenge. It's the leave calendar, I checked it before this call. The same people dipped and came back.
- Nell AshcombeGood. That's what I wanted to hear. So the dip is people, not a loss of interest.
- Daniel OkaforAnd that matches what I see. The questions asked are steady, and the same handful of people are doing most of them, which I'd like us to talk about in a moment. You have forty licensed users on Growth, so there's a lot of room.
- Imogen HartleyYes. Tell me about the handful. Is that me?
- Daniel OkaforYou're in it, Imogen, I won't pretend otherwise. You and a couple of the relationship managers are asking a large share. It isn't a problem today, but if one of you were away, or moved on, the number would fall quickly.
- Imogen HartleyThat's a reasonable point, and not a comfortable one. I'd rather spread it. Member services is the obvious next group.
- Nell AshcombeWhat would the brain say? If you asked it who relies on it most, would it name you?
- Imogen HartleyProbably, yes. Which tells you something, doesn't it.
- Nell AshcombeIt tells us that the habit lives in too few heads. That's useful to know, and better said now than later.
- Daniel OkaforMoving on to records. Craig, I think this is one for you. The records indexed have gone up steadily, no flat patches, which tells me the nightly refresh is doing its job. Can you confirm from your side?
- Craig PatersonAye. Reading out what the admin console says, all the connectors are showing green, and the last refresh completed before the start of the working day. I've had nothing timing out recently. I'll keep an eye on it, but it's been quiet.
- Daniel OkaforLovely. And on support, no tickets at all in the last month. I always read that two ways, so I'd like to hear it from you. Is it quiet because it's working, or quiet because people aren't using it enough to hit a problem?
- Craig PatersonFrom where I sit it's the first. People who use it use it comfortably. If something broke I'd have a screenshot to you within the hour.
- Imogen HartleyI'd say mostly the first, with a touch of the second. The managers who use it are happy. The ones who don't, I think they just don't know it's there.
- Daniel OkaforWhich is the same answer we landed on in the spring. So the work isn't the platform, it's reach.
- Nell AshcombeRight. Let me say where I think we are, and tell me if I've got it wrong. The data is healthy, the connectors are stable, nobody is unhappy. What's missing is breadth, and a story for your leadership that doesn't depend on you personally.
- Imogen HartleyThat's exactly it. And I can't be the only voice in that story, because if I leave the room it goes quiet.
- Nell AshcombeThen let's make the story a few voices. Who else would speak for it?
- Imogen HartleyTwo of the relationship managers, certainly. And Craig, if he'd say yes, because the leadership trusts him on anything technical.
- Craig PatersonI'd say what I've just said. Connectors are stable. I'm not one for slides, mind.
- Nell AshcombeNo slides. A paragraph in your own words is plenty.
- Daniel OkaforI can put together the usage side, so you're not building it from nothing. Questions asked by team and by month, how the records have grown, and a short note on what changed for the managers. I'd send a draft to you, Imogen, before anyone else sees it.
- Imogen HartleyThat would help enormously. Keep it plain, please. Our trustees don't read anything with a chart on it that needs explaining.
- Daniel OkaforPlain it is. How is the team finding the dashboards, by the way? That's part of Growth, and I can see a few have been built, but I wondered whether they're used.
- Imogen HartleyTwo or three are used every week. The others were experiments. I'd honestly rather have fewer that people trust.
- Daniel OkaforThat's a sensible way to run it. I'd keep the ones that get opened and retire the rest, so the page stays tidy.
- Craig PatersonCan I raise the refresh window, while we're here? Just to flag, I'd like to be told in advance if the timing of a refresh is ever going to move, rather than finding it in the console after the fact. We've got scheme processing that runs overnight and I need a change window agreed beforehand.
- Nell AshcombeThat's a fair ask and I'm happy to say yes to it as a way of working. Daniel will be your route. Anything that touches timing, you hear first, from him, with enough notice for you to say if it doesn't suit.
- Daniel OkaforAbsolutely. I'll put it into our notes for the account so it doesn't depend on my memory, or anyone's.
- Craig PatersonGood. That's all I wanted.
- Imogen HartleyNell, can I ask you something about the commercial side? Not to open a negotiation, I just want to be prepared for the renewal conversation.
- Nell AshcombeOf course. Ask away.
- Imogen HartleyAt the moment we pay forty-four thousand a year for Growth. When I go to our finance people, what should I tell them to expect, and when should I start that conversation?
- Nell AshcombeWhat you pay today is £44,000 a year, and the renewal is in the spring. I'm not going to quote you anything new on a QBR call, because that wouldn't be fair to either of us. Daniel will set out the renewal properly well ahead of time, in writing, with the usage case next to it. You'll have no surprises.
- Imogen HartleyThat's all I need. Thank you. I'd rather ask early than be asked late.
- Daniel OkaforAnd I'll come back to you on timing. I'd suggest we start that conversation in the autumn, but let me check what suits your finance cycle before I put a date on it.
- Imogen HartleyPlease. Our year-end planning starts earlier than people think.
- Nell AshcombeLast thing from me. Imogen, you've been with us from the start, and Lornefield was a design partner. What's the one thing we should have done better in the last quarter?
- Imogen HartleyHonestly, shown up with a nudge rather than waiting for me to ask. I'm the sort who needs a prompt. If someone says, here's a team that's not using it, I act. If nobody says, I don't see it.
- Nell AshcombeThat one's on us. Daniel, can we make that a regular line in the QBR, a list of who's not using it and a suggestion?
- Daniel OkaforYes, and I'll start it from the next check-in. A short list, and one suggestion for each.
- Imogen HartleyI'd welcome that.
- Nell AshcombeRight. So, to recap. Daniel drafts the usage and value note and sends it to Imogen first. Imogen gathers a few voices from the managers, plus a paragraph from Craig. Craig hears about any refresh timing change before it happens. And the renewal conversation starts early, in writing. Have I missed anything?
- Craig PatersonNo. That's the lot.
- Imogen HartleyNothing from me. Thank you both, that was useful.
- Daniel OkaforThank you all for your time. Just to close the loop, I'll send the note and the follow-up in writing. Speak soon.
- Nell AshcombeThanks, everyone. Bye.
- Craig PatersonCheers.
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