Lornefield Pensions Administration / BG-Demo – Check In
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Lornefield Pensions Administration · 14 Oct 2024 10:15
Imogen Hartley accepts usage is a steady core, not a growing one, and expects leadership to ask why they pay for forty users. Training for managers and a value case are the agreed answers ahead of the 2 Apr 2025 renewal.
What was said
What this says
As at Fri 9 Oct 2026Imogen Hartley accepts usage is a steady core, not a growing one, and expects leadership to ask why they pay for forty users. Training for managers and a value case are the agreed answers ahead of the 2 Apr 2025 renewal.
What happened: A two-person check-in on 14 Oct 2024 between Daniel Okafor and Imogen Hartley. Active users were around eleven on average, essentially flat on the previous quarter, against forty licensed on Growth.
Customer view: Imogen said the managers have not yet reached the point of asking the brain rather than her, mostly through time and a bit of trust. The one high-priority ticket was a cautious check on a morning refresh and the handling was fine.
Commercial: Imogen expects leadership to question paying for forty. Daniel proposed starting the renewal conversation over the winter, with a value case built on what the account data can evidence.
Watch: The wider manager group may not know the source links in chat exist.
Themes
As at Fri 9 Oct 2026Theme
Low adoption, renewal case
Importance
renewal
Sentiment
mixed
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Imogen speaks to the manager on the larger schemes about co-leading a session and tells Daniel which day suits.
- Daniel sends a draft outline built on real examples from the customer's schemes.
- Daniel and Imogen start framing the value case for the renewal over the coming weeks.
Risks
As at Fri 9 Oct 2026- Only about eleven of forty licensed users are active, and leadership will ask why the customer pays for forty.
- Most managers still use old habits and may not know the source links in chat exist.
- The evidence does not show who beyond Imogen would argue the case for renewal.
Opportunities
As at Fri 9 Oct 2026- A short manager session co-led by a manager on the larger schemes could widen use within Growth.
- A value case with a few solid points, such as trustee preparation time and query turnaround, could support the renewal.
Transcript
Daniel OkaforMorning, Imogen. Can you hear me alright?
Imogen HartleyMorning, Daniel. Yes, loud and clear. Give me one second, I'm just shutting the door. The building is unusually noisy today.- Daniel OkaforNo rush at all. Thank you for making the time. I think it's just the two of us today, so I'll assume nobody else is joining unless someone appears in the corner of my screen.
- Imogen HartleyJust us. Everyone else is buried in the quarter-end reconciliations, so I volunteered to be the voice of the team.
- Daniel OkaforWell, that's a good use of a Monday. How was the weekend, did you get away at all?
- Imogen HartleyA little. We went up the coast on Sunday, it was bitterly cold but very bright. Edinburgh in October, you know how it is, one season per afternoon.
- Daniel OkaforHa, I do. Right, let me share the usage view so we're looking at the same thing. Can you see that?
- Imogen HartleyI can. It's a touch small, but I can read it.
- Daniel OkaforI'll make it bigger. So this is a check-in, nothing dramatic. Just to look at how the brain is being used since we last spoke, how your team is finding it, and whether there's anything you'd like us to be doing differently. You're on Growth, with forty licensed users, and the contract runs to 2 Apr 2025.
- Imogen HartleyRight. Let me set a bit of context first, if I may. The real question for us this autumn is whether the brain has become part of how the scheme-relationship managers work, or whether it's still something a few of us dip into when we're curious.
- Daniel OkaforThat's exactly the right question, and honestly the numbers are a bit of both. Active users over the last thirty days are around eleven on average. That's essentially flat on the previous quarter, down a hair, but within the noise.
- Imogen HartleyEleven out of forty.
- Daniel OkaforYes. I won't dress it up. It's a steady core and not a growing one.
- Imogen HartleyNo, that matches my sense. I've seen this work properly at other organisations, and what usually happens is there's a tipping point where the managers stop asking me and start asking the brain. We haven't quite reached it.
- Daniel OkaforWho is in that core of eleven, roughly? From my side I can see it's a mix, but you'll know the faces better than a dashboard does.
- Imogen HartleyMy own team, obviously. Then three or four of the relationship managers who got into it early, the ones who were in the original design sessions. And a couple from client services who use it for the member-query side. The rest of the managers, I think, still go to their old habits. Open the CRM, ring a trustee contact, search their inbox.
- Daniel OkaforMm. And is that a skills thing, or a trust thing, or simply that they haven't got the time?
- Imogen HartleyMostly time, and a bit of trust. One of them said to me, and I'll paraphrase, that she'd rather be slightly slow and sure than quick and wrong, because a trustee will remember the one wrong answer.
- Daniel OkaforThat's fair. Given the regulator and the nature of your clients, I'd say that instinct is right. The answer for us is to make it easy to check where an answer came from. Do your people use the source links in chat? Because that's usually what builds the trust.
- Imogen HartleyThe core people do. I'm not sure the wider group even knows they're there. Which, now I say it out loud, is probably on me.
- Daniel OkaforI wouldn't say that. It's partly on us. We could do a short session for the managers, thirty minutes or so, focused on checking a trustee call against the ticket history and the fee invoices. Real examples from your own schemes.
- Imogen HartleyI like that. Let's make it count, though. If we do it, I want it on a day when the managers are actually in the office, and I want one of them to lead part of it, not just you and me talking at them.
- Daniel OkaforCompletely agree. Peer voice carries further. Who would you have in mind?
- Imogen HartleyThere's a manager on the larger schemes who has been quietly brilliant with it. She won't push herself forward, so I'll ask her directly. Give me a few days.
- Daniel OkaforLovely. I'll come back to you with a draft outline once you've had that conversation. Now, can I just close the loop on the support side? I can see one ticket in the last month and it was marked as high priority.
- Imogen HartleyYes, that was us being cautious more than anything. Something looked off on a morning refresh and we wanted it looked at before the managers started their day.
- Daniel OkaforUnderstood. It's been resolved on our side and I've got no open items against you. Was the handling alright from where you sat?
- Imogen HartleyIt was fine. Quick enough, and the person explained what had happened in plain language, which I appreciate. I'd just rather not have to raise it as high priority in the first place.
- Daniel OkaforFair point. I'll make a note of it. Nothing is overdue on the finance side either, so the account looks tidy from here.
- Imogen HartleyGood. Our finance team would have told me loudly otherwise.
- Daniel OkaforHa. Right. Looking ahead a little, April feels a way off, but it comes round fast. I'd like us to start talking about the renewal over the winter, so there are no surprises on either side and you've got what you need to make the case internally.
- Imogen HartleySensible. And that's where the usage question bites, isn't it. If I go to our leadership with eleven active people out of forty, the first thing they'll ask is why we're paying for forty.
- Daniel OkaforIt will be asked, yes, and I'd rather we face it together than have it land in March. The training session is the first answer. The second is to look at where the brain is saving your people time, so you have a value story that isn't just a headcount.
- Imogen HartleyYes. The real question is what I can show them that they care about. Trustee preparation time, query turnaround, that kind of thing.
- Daniel OkaforWe can look at which of those we can genuinely evidence from the data in your account, and be honest about what we can't. I'd rather give you three solid points than eight soft ones.
- Imogen HartleyGood. I'd rather that too. Right, I'm conscious we've got a little time left. Is there anything on your side I should know about? Roadmap, changes, anything affecting us?
- Daniel OkaforNothing that touches your setup that I'm aware of. If that changes I'll tell you before you hear it from anyone else. And if I don't know something, I'll say so rather than guess.
- Imogen HartleyThat's all I ask.
- Daniel OkaforSo, just to recap. You'll speak to the manager on the larger schemes about co-leading a session. I'll send a draft outline, built around real examples from your schemes, once you've done that. And we'll start framing the value case for the renewal over the coming weeks.
- Imogen HartleyPerfect. And I'll let you know which day suits the managers, once I've looked at the diary.
- Daniel OkaforBrilliant. Thank you, Imogen, as ever. Do give my regards to the team, and good luck with the quarter-end.
- Imogen HartleyThank you, Daniel. Speak soon.
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