Lornefield Pensions Administration / BG-Demo – Check In
Callcompleted
Lornefield Pensions Administration · 12 Jun 2025 13:30
Imogen Hartley says use is a little down on spring and that someone will ask whether all forty seats are needed. She wants wider adoption and a usage list. Session for fee and member-services teams deferred until after the reviews.
What was said
What this says
As at Fri 9 Oct 2026Imogen Hartley says use is a little down on spring and that someone will ask whether all forty seats are needed. She wants wider adoption and a usage list. Session for fee and member-services teams deferred until after the reviews.
What happened: Imogen volunteered that brain use had dipped since the spring, citing scheme reviews and summer leave. Daniel Okafor agreed it was a touch down and said it was normal for the season.
Customer view: Regular users are still positive, but occasional users have drifted. The scheme view built by an analyst is parked, and she raised the value question unprompted.
Commercial: Daniel confirmed Growth at £44k a year with forty seats included. Imogen expects someone to ask whether all of them are needed, which is a renewal and seat-count risk.
Watch: Daniel owes a ticket note, an active-user list and a same-period-last-year comparison. A session for fee administrators and member-services staff was agreed in principle, with no date set.
Themes
As at Fri 9 Oct 2026Theme
Seat value and summer dip
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- Daniel Okafor to send Imogen the ticket note, active-user list and same-period-last-year comparison.
- Daniel to return after the scheme reviews finish to agree a time for the session.
Risks
As at Fri 9 Oct 2026- Someone at Lornefield is likely to ask whether all forty Growth seats are needed, which puts the subscription value case in question.
- Occasional users have drifted and the scheme view is parked, so adoption could stay narrow.
Opportunities
As at Fri 9 Oct 2026- A session for fee administrators and member-services staff could widen use of the brain on their own trustee calls and member queries.
Transcript
Daniel OkaforHello Imogen, good afternoon. Thank you for your time. I think it's just us again, is that right?
Imogen HartleyIt is. Sorry, I'm a minute behind, I was finishing something with the trustees' secretariat. Afternoon, Daniel.- Daniel OkaforNo apology needed at all. How are you? I hope the weather has been kinder than down here, we've had nothing but drizzle.
- Imogen HartleyA bit of everything. It's that time of year when half the team has booked leave and the other half is covering for them. Which, as it happens, is partly why I wanted this call.
- Daniel OkaforGo on, I'm listening. I do have the usage in front of me, but I'd rather hear it from you first.
- Imogen HartleyRight. So the context is this. We have a couple of big scheme reviews running into the summer, and people's time is stretched. I've noticed the brain is being used a little less than in the spring. Not dramatically. But I'd rather say it than have you find it.
- Daniel OkaforThank you, I appreciate that. It's a touch down on the quarter, yes. Nothing that worries me on its own. Summer does that to most teams. How is the team finding it, when they do use it?
- Imogen HartleyStill positive. The people who use it, use it properly. It's the occasional users who drift. And I suspect a few of them have simply forgotten what it can do.
- Daniel OkaforThat's quite common, honestly. A refresher can make a real difference. Did the scheme view that we talked about earlier get anywhere?
- Imogen HartleyPartly. One of my analysts built a first version, and the relationship managers like it, but it's not yet something everyone opens. It's been quietly parked while the reviews run.
- Daniel OkaforUnderstood. I wouldn't read too much into that. Dashboards tend to need a nudge after they're built.
- Imogen HartleyMm. Can I ask about the ticket from last month? I saw it was marked high priority. I never quite heard how it ended.
- Daniel OkaforYes, of course, just to close the loop on that. It was picked up quickly by the support team and it's been resolved. It was the only ticket in the period. If it's useful, I can send you a short note on what happened and what was done.
- Imogen HartleyThat would be good. Mostly so I can answer if one of the directors asks. They do notice the word priority.
- Daniel OkaforNaturally. I'll have it with you by the end of next week. Anything else on your mind about the service itself?
- Imogen HartleyNot about the service. The real question for me is value. You have forty seats licensed, we're nowhere near that in active use, and I know that at some point someone will ask whether we need all of them.
- Daniel OkaforThat's a sensible question to ask, and I'd rather we talked about it openly. You're on Growth at £44k a year, and forty seats is what that tier includes. The question isn't really the number of seats, it's who benefits from the brain and whether they know it's there.
- Imogen HartleyYes. That's fair. I've seen this work when the fee administrators and the member-services people are brought in, because the questions they ask are different from ours. I just haven't had the time to lead that.
- Daniel OkaforThen perhaps that's where I can help. I could run a short session for those two groups, and show them a couple of examples on your own trustee calls and member queries. Would that be useful, or would it be one more thing on their plate?
- Imogen HartleyIt would be useful, but not before the reviews finish. Can we aim for after the summer break? I don't want to promise a date I can't keep.
- Daniel OkaforThat's entirely sensible. I won't pin it to a date today. I'll come back to you once the reviews are done and we can agree a time then.
- Imogen HartleyThank you. And in the meantime, could you send me a list of who has been active and who hasn't? Just names, nothing fancy. I'd like to have a quiet word with a few people.
- Daniel OkaforOf course. I'll put it with the note on the ticket, so you have both together. And if you'd like, I can add a line on how usage looked in the same period last year, so you're not reading a quiet summer as something it isn't.
- Imogen HartleyYes, please do. That's exactly the framing I need. Right, I think that's everything from me.
- Daniel OkaforLovely. So, I'll send the ticket note, the active user list and the comparison, and I'll come back to you after the reviews about the session. Thank you for your time, Imogen. Best wishes, Daniel.
- Imogen HartleyThanks, Daniel. Best, Imogen.
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