Lornefield Pensions Administration / BG-Demo – Check In
Callcompleted
Lornefield Pensions Administration · 12 Dec 2024 14:30
Imogen Hartley reported growing manager adoption and rising trust. Compliance has asked about evidence on member queries. Daniel Okafor owes a feasibility view and a renewal summary ahead of the 2 Apr 2025 term end.
What was said
What this says
As at Fri 9 Oct 2026Imogen Hartley reported growing manager adoption and rising trust. Compliance has asked about evidence on member queries. Daniel Okafor owes a feasibility view and a renewal summary ahead of the 2 Apr 2025 term end.
What happened: Daniel opened with usage averaging a little under thirteen active users, up about a fifth on the previous quarter. Imogen confirmed the managers' session in the autumn had helped.
Customer view: Trust is starting to build. A sceptical manager used the source links to check an answer before a trustee meeting and saved an hour.
Commercial: Forty licensed users against around thirteen active leaves headroom, and compliance and actuarial teams are an untouched layer. The Growth subscription at £44k a year runs to 2 Apr 2025, and Imogen wants a short page for leadership.
Watch: The unused seats will be the internal spend question. Imogen wants a senior compliance sponsor, not just a nominated user.
Themes
As at Fri 9 Oct 2026Theme
Adoption growth, compliance expansion
Importance
upsell
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 to give Imogen a feasibility view on compliance evidence by the end of the following week.
- Imogen Hartley to speak to compliance and seek a senior sponsor.
- Daniel Okafor to draft a short usage and value summary for Imogen in the new year.
Risks
As at Fri 9 Oct 2026- Forty licensed users against around thirteen active invites a spend-justification question at renewal.
Opportunities
As at Fri 9 Oct 2026- Compliance and actuarial teams could become a new user group if the feasibility check supports it.
- Rising manager usage gives a base for the renewal case on the Growth subscription.
Transcript
Daniel OkaforGood afternoon, Imogen. Thank you for making the time. Can you hear me alright?
Imogen HartleyAfternoon, Daniel. Yes, perfectly. Sorry, I'm a minute or so behind, I was dragged into a corridor conversation that I thought would take two minutes.- Daniel OkaforThey never do. No trouble at all. Is it just us today?
- Imogen HartleyJust us. Though I may have a colleague hovering near the end, he wants to hear about the session for the managers.
- Daniel OkaforOf course, the more the better. Are you all feeling festive yet, or is it still too early in the week for that?
- Imogen HartleyWe have a tree, and somebody has put a very ambitious string of lights over the whiteboard. So officially, yes. Unofficially, we have a year-end deadline to hit.
- Daniel OkaforSounds about right. Let me pull up the usage view. Can you see my screen?
- Imogen HartleyI can, thanks.
- Daniel OkaforGood. Well, I'll say straight away that this is a nicer picture than the last time we looked at it together. Active users over the last thirty days are averaging a little under thirteen, and that's up by about a fifth on the previous quarter.
- Imogen HartleyI did think it felt busier. It's good to see it written down, though. Has it been the managers, or is it my team again?
- Daniel OkaforIt's the managers. A handful of new names have appeared, and several of them are asking questions regularly now, not just logging in once and leaving. Does that match what you're seeing on the floor?
- Imogen HartleyIt does. The session in the autumn helped more than I expected. The manager on the larger schemes, the one I mentioned, did a very good walkthrough, and I think the others saw that it was a colleague showing them, not a vendor.
- Daniel OkaforThat's lovely to hear. How is the team finding it day to day, though? Not just the ones who spoke up in the session.
- Imogen HartleyThe honest answer is that the trust has started to build. One of the more sceptical managers told me last week that she'd used the source links to check an answer before a trustee meeting, and it saved her an hour. She said it in a tone of mild surprise, which I took as a compliment.
- Daniel OkaforI'll take that as a compliment too, and I'll pass it on to the team here. Just to close the loop on support, I can see no tickets raised in the last month. Is that because things are quiet, or because people have stopped bothering to raise them?
- Imogen HartleyHa, fair challenge. I think it's genuinely quiet. If something were wrong I'd hear about it within the hour, believe me. Managers are not shy.
- Daniel OkaforGood. And nothing has come up on finance. No overdue invoices, so the account is tidy on that side.
- Imogen HartleyGood. I'd hate to be the one to spoil the run.
- Daniel OkaforSo, where would you like to take this next? You've got forty licensed users, and we're at around thirteen active. There's headroom, which is a good thing if the adoption keeps moving, but I know the question internally will be whether it justifies the spend.
- Imogen HartleyIt will, and I've been thinking about it. The real question is what the next group of users looks like. At the moment it's relationship managers and client services. There's a whole layer in the actuarial and compliance teams who haven't touched it.
- Daniel OkaforThat's interesting. Are they asking for it, or would it be a push from you?
- Imogen HartleyA bit of both. Compliance has asked, sort of sideways, whether the brain could help them pull together evidence on how member queries were handled, because the regulator likes to see that. I said I'd find out what's sensible.
- Daniel OkaforMm. I can see why that would appeal. I don't want to promise more than the data supports, so let me think about what the brain already indexes from the helpdesk and the call recordings, and I'll come back to you by the end of next week with a straight view of what's feasible.
- Imogen HartleyThat would be ideal. I don't want to take it to compliance until I know what I'm offering. I've seen expansions drift because nobody owned the next step, and I'd like this one to have a name against it.
- Daniel OkaforThen let's put your name and mine against it. You take the conversation with compliance, I'll do the feasibility check. Is that fair?
- Imogen HartleyThat's fair. And if it works, I'd want one of the senior people in compliance to be the sponsor, not just a nominated user.
- Daniel OkaforCompletely agree. A user is not a sponsor. Right, one more thing from my side. April is coming up, the contract runs to 2 Apr 2025, and I'd like us to be ahead of it rather than chasing it. You're at forty-four thousand a year on Growth.
- Imogen HartleyYes. And with the numbers where they are, I think I'm in a much better position to make that case than I was in October. I'd still like something I can put in front of leadership, though. A page or two, not a deck.
- Daniel OkaforI can do that. A short summary of usage, who's asking questions, where the value is showing up, and an honest view of the headroom. I'll draft it in the new year, once the festive break is out of the way, and send it to you for comment before anyone else sees it.
- Imogen HartleyGood. Let's make it count. And please be straightforward about the unused seats, I'd rather they heard it from me first.
- Daniel OkaforOf course. Nothing in there you won't have seen first.
- Imogen HartleyWonderful. Oh, and my colleague has just appeared at the door looking hopeful. Daniel, shall I let him say hello?
- Daniel OkaforPlease do, I'd be glad to.
- Imogen HartleyHe'll catch you another time, I think, he's just pointing at his watch. Right. So to recap: you'll come back to me by the end of next week on compliance, I'll speak to them in the meantime, and you'll draft the renewal summary in the new year.
- Daniel OkaforThat's exactly it. Thank you, Imogen. It's a pleasure to have a call that ends with more questions answered than we started with.
- Imogen HartleyLikewise. Have a good rest of the week, and happy Christmas to the team.
- Daniel OkaforAnd to yours. Speak soon, Imogen. Bye for now.
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