Lornefield Pensions Administration / BG-Demo – Check In
Callcompleted
Lornefield Pensions Administration · 14 Apr 2025 16:00
Check-in on 14 Apr 2025 with Imogen Hartley. Usage is up and tickets are light. She wants a scheme view built in the dashboards builder and a one-page value summary for the board before the 2 Apr 2026 renewal.
What was said
What this says
As at Fri 9 Oct 2026Check-in on 14 Apr 2025 with Imogen Hartley. Usage is up and tickets are light. She wants a scheme view built in the dashboards builder and a one-page value summary for the board before the 2 Apr 2026 renewal.
What happened: Imogen Hartley and Daniel Okafor met alone. She says the brain has become the thing people open before a trustee meeting.
Customer view: She is positive, but says she will want to show the board what the brain has been worth by the time of renewal. She also wants the fee administrators brought in.
Commercial: Lornefield is on Growth at £44k a year, with forty licensed users and active numbers comfortably below that. The term runs to 2 Apr 2026.
Watch: The dashboards builder is unused so far, and the value case is needed before renewal. Two joiners are expected after Easter and need setting up properly.
Themes
As at Fri 9 Oct 2026Theme
Adoption and value case
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 to send Imogen Hartley dashboard walkthrough slots by the end of the week.
- Daniel Okafor to produce a one-page summary of who is using what, with questions asked over time.
- Imogen Hartley to send the names of the new relationship team joiners.
Risks
As at Fri 9 Oct 2026- The board will want proof of value by renewal and none has been produced yet.
- Nobody at Lornefield has used the dashboards builder so far.
Opportunities
As at Fri 9 Oct 2026- Fee administrators could become a new user group, using the invoice side of the brain.
- A scheme view in the dashboards builder could deepen use among relationship managers.
Transcript
Daniel OkaforHello Imogen, good afternoon, and thank you for making the time. Can you hear me all right?
Imogen HartleyLoud and clear. Afternoon, Daniel. It's just the two of us, I'm afraid. Everyone else is buried in a valuation, so you've got me.- Daniel OkaforThat's absolutely fine, I'd rather have you than a full room. How is the week going? Is it still miserable up in Edinburgh?
- Imogen HartleySurprisingly bright, actually. Which means everyone is pretending they're not looking out of the window. Easter is nearly on us, so the whole office is half-minded to be elsewhere.
- Daniel OkaforHa, I know that feeling. Well, I'll try to keep this brisk. The idea is just to check in on how the team is finding the brain, and to close the loop on a couple of things from the last time we spoke.
- Imogen HartleyGood. Let me give you a bit of the context first, because I think it's a better story than you might expect. The real question for us this spring has been whether the relationship managers would actually keep using it once the novelty wore off.
- Daniel OkaforYes, that was the worry, wasn't it? And I'll be honest, the numbers on my side look encouraging. More people are active than they were last quarter, and they're asking more questions.
- Imogen HartleyThat matches what I'm hearing in the corridor, so to speak. Two years in, it's become the thing people open before a trustee meeting. They pull up the last few calls, the member queries that have come in, and whether any fee invoices are sitting unresolved.
- Daniel OkaforThat's exactly what we hoped for when we started, one view instead of three tabs. How is the team finding it day to day? Any grumbles?
- Imogen HartleyFewer than I expected. One of the newer relationship managers said she'd stopped keeping her own notes spreadsheet, which I took as a real compliment. Mm. Though she did ask whether it could show her things by scheme rather than by person.
- Daniel OkaforRight, that's a good one. That sounds like the dashboards builder. You have that on the Growth tier, but I don't think anyone at Lornefield has made much use of it yet.
- Imogen HartleyNo, we haven't. I've seen this work elsewhere, a simple scheme view that the managers can open without asking anyone. I'd like us to try it. Would you be able to walk one of my people through it?
- Daniel OkaforOf course, I'd be glad to. I'll come back to you by the end of the week with a couple of slots. It's quite quick to set up, honestly, and the person who builds it tends to become the local expert.
- Imogen HartleyPerfect. Let's make it count, then. I'd rather have one good scheme view than five half-finished ones.
- Daniel OkaforAgreed. Now, tickets. There were two in the last month, nothing flagged as urgent. Both were how-to questions, I think. Did they feel well handled from your side?
- Imogen HartleyI think so. I didn't hear any complaints, which in this building is as good as a standing ovation.
- Daniel OkaforWell, I'll take it. And on seats, you have forty licensed. The active number is comfortably below that, so there's plenty of room if you bring more of the team in.
- Imogen HartleyYes, and that's something I want to push on. At the moment it's mostly the relationship managers and my own small team. The fee administrators haven't really touched it. I suspect they'd get value from the invoice side.
- Daniel OkaforThat would be a natural next group. Would it help if I put together a short summary of who is using what, so you can see where the gaps are?
- Imogen HartleyThat would help enormously. And can it be something I could show the directors without a long explanation? They like a single page.
- Daniel OkaforA single page it is. Just to close the loop on the commercial side, so you're not surprised later: you're at £44k a year on Growth, and the current term runs to 2 Apr 2026. There's nothing for you to do now. I'll raise it with you well ahead of time.
- Imogen HartleyGood, thank you. I'd rather hear it from you in good time than see an invoice appear. We've been with you since the early days, and I'd like us to keep that going. Though I'll want to show the board what it has been worth by then.
- Daniel OkaforThat's fair, and it's why the one-page summary matters. We can add the questions asked over time and the work people no longer do by hand. I'll make sure it is in words your directors will recognise.
- Imogen HartleyLovely. Anything else on your list?
- Daniel OkaforOnly a small one. If any new starters join the relationship team, send me their names and I'll make sure they're set up properly on day one. That tends to be where usage is won or lost.
- Imogen HartleyWill do. Two joiners are expected after Easter, so you'll hear from me.
- Daniel OkaforWonderful. So I'll send the dashboard slots and the usage page, and you'll send the new names. Thank you again, Imogen. Enjoy the sunshine.
- Imogen HartleyYou too, Daniel. Speak soon. Best, Imogen.
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