Lornefield Pensions Administration / BG-Demo – QBR
Callcompleted
Lornefield Pensions Administration · 30 Jul 2025 16:45
Imogen Hartley and Douglas Baird heard that usage is steady and slightly up. Imogen wants per-scheme dashboards, Douglas wants evidence for trustees and the regulator, and the term end of 2 Apr 2026 was raised.
What was said
What this says
As at Fri 9 Oct 2026Imogen Hartley and Douglas Baird heard that usage is steady and slightly up. Imogen wants per-scheme dashboards, Douglas wants evidence for trustees and the regulator, and the term end of 2 Apr 2026 was raised.
What happened: Daniel Okafor reported around twelve active users against forty licensed on Growth, up a little on the previous quarter. Invoices match the order form and nothing is overdue.
Customer view: Imogen said people who use the brain are very attached to it, and two managers dropped their own query spreadsheets. Douglas Baird, the Chief Operating Officer, wants to answer trustees from evidence.
Commercial: Imogen asked for per-scheme dashboards, which Growth already includes. Douglas asked about help evidencing member-query handling for the regulator, and Nell Ashcombe cautioned against over-promising.
Watch: The contract runs to 2 Apr 2026 with renewal on 3 Apr 2026. Douglas said the group's position would be a matter for later in the year, with no concern at this stage.
Themes
As at Fri 9 Oct 2026Theme
QBR: adoption and renewal
Importance
renewal
Sentiment
positive
Voice
decision-maker
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Daniel Okafor to send the usage breakdown by role and team, with slots for a dashboards session.
- Daniel to send formal renewal notice well ahead of the 2 Apr 2026 term end.
Risks
As at Fri 9 Oct 2026- Douglas Baird must justify the subscription to trustees, and the group's position on renewal is still open.
- Question activity is concentrated in a handful of people, a key-person risk.
Opportunities
As at Fri 9 Oct 2026- Per-scheme dashboards would deepen use of the Growth dashboards builder for the relationship managers.
- A regulator-facing view of member-query handling could be explored from existing tickets and calls.
Transcript
Daniel OkaforGood afternoon, everyone, and thank you all for making the time, I know it's late in the day. Let me just check who has joined. Imogen, I can see you. Douglas?
Douglas BairdGood afternoon, Daniel. Yes, I'm here. Thank you for arranging it.
Imogen HartleyHello. Sorry, I'm just persuading my camera to behave. Can you hear me alright?- Daniel OkaforLoud and clear. And I believe Nell is joining us too.
Nell AshcombeI am, afternoon all. Sorry, I was finishing another call. Before we start, what does each of you need to leave with? Then we can make sure we get there.- Douglas BairdIf I may, Nell. In fairness, I'd like to understand whether the brain is doing for the scheme teams what we hoped when we started, and what the picture looks like as we approach the end of the term next April. I'd welcome a plain account.
- Imogen HartleyMine is smaller. The real question is whether the relationship managers are leaning on it day to day, or whether it's still mostly me and a couple of others asking the questions.
- Daniel OkaforBoth fair, and I think the usage numbers speak to each. Shall I share the quarter's summary?
- Nell AshcombePlease. Lead with the answer, Daniel, then the detail.
- Daniel OkaforSo the short version is steady, and slightly better. Over the last thirty days you've averaged around twelve active users, and that's up a little on the previous quarter. You've got forty licensed users on Growth, so there's plenty of room above where you are today.
- Douglas BairdTwelve of forty. Is that a figure you would regard as healthy, Daniel, or is it low for an organisation of our shape?
- Daniel OkaforI'd say it's a decent core, not yet a wide base. What I'd look at is the direction, and it's rising rather than falling. But I'd be doing you a disservice if I said every seat was earning its keep. How is the team finding it, Imogen? You'll know better than the dashboard.
- Imogen HartleyHonestly, mixed in a useful way. The people who have made it part of their week are very attached to it. Anyone preparing for a trustee meeting now starts with the brain, because it pulls the recent calls, the member-query tickets and the fee invoices into one place. I've seen this work elsewhere, and it tends to spread person to person rather than by memo.
- Nell AshcombeSay what happened, say how you know. When you say attached, is that you watching them, or something in the data?
- Imogen HartleyFair challenge. Partly watching, partly asking. Two of the managers told me last month they'd stopped keeping their own spreadsheet of open queries. I haven't got a number for you on that.
- Nell AshcombeThat's a perfectly good answer. Daniel, what would the brain say about it?
- Daniel OkaforIt says the question activity is concentrated in a handful of people, but it's broadening. I'd rather not quote you a precise split from memory, so I'll send you the breakdown by user after this call. Just to close the loop on that.
- Douglas BairdThat would be most helpful. The trustees do ask me, from time to time, what we are getting for the subscription, and I would prefer to answer from evidence rather than impression.
- Daniel OkaforUnderstood. On that point, the contract is forty licensed users at forty-four thousand a year on Growth, and what's been invoiced matches the order form exactly. No overdue invoices on our side either.
- Douglas BairdYes, our finance team confirms the same. Nothing outstanding.
- Daniel OkaforGood. Then support. One ticket in the last thirty days, nothing high priority. Imogen, I think that was the how-to on the dashboards builder?
- Imogen HartleyIt was. One of the managers wanted to filter by scheme and couldn't see how. Your team turned it round quickly and it was a two-minute fix, really. I'd rather have a quiet ticket queue than a busy one, so I'm happy.
- Nell AshcombeQuiet is good, provided it isn't silence. Imogen, are there things people want from it that they aren't asking for?
- Imogen HartleyMm. Yes, actually. The dashboards are where I'd like us to go next. We've built a few, but the managers would like something per scheme that they can open before a trustee call without having to ask anything. The real question is whether I have the time to build them, or whether we should do it together.
- Daniel OkaforI'd be glad to sit with you and the managers for a session on that. Growth includes the dashboards builder, so it's use of what you already have rather than anything new. I'll come back to you with a couple of possible slots.
- Douglas BairdIf I may add something from the perspective of the regulator. We are asked to evidence how we handle member queries, and anything that makes the trail clearer is of interest to me. I would not wish to overstate it, but I'd welcome a conversation about whether the brain can help us there.
- Nell AshcombeHappy to have that conversation, Douglas. I'd want to be careful not to promise more than the data supports. Let's start with what the tickets and calls already show you, and see what a month of that looks like.
- Douglas BairdThat seems entirely sensible. Thank you.
- Imogen HartleyCan I raise the renewal while everyone's here? Not to negotiate, just so I know the shape. We're coming up on the end of the term, the second of April next year, and I'd like to plan around it rather than be surprised.
- Daniel OkaforOf course. The contract runs to 2 Apr 2026 and the renewal date is 3 Apr 2026. I'll send the formal notice well ahead of that, as I always do, and we'll have a proper conversation before anything lands in your inbox. There's no change to talk about today.
- Douglas BairdI'm grateful for that clarity. The group's position will, I expect, be a matter for later in the year, but I see no reason for concern at this stage.
- Nell AshcombeGood. We'd rather you decide on evidence than on a reminder email. Daniel will keep you posted on usage, and I'm around if either of you wants me on a call.
- Imogen HartleyOne practical thing. Could the usage breakdown include who's asking the questions, by role? Just so I can see where to focus. Let's make it count.
- Daniel OkaforYes, by role and by team. I'll send it in the next few days, along with some times for the dashboards session. Anything else from anyone?
- Douglas BairdNothing further from me. Thank you all, I found that very worthwhile.
- Nell AshcombeThanks, everyone. Speak soon.
- Imogen HartleyThanks all, bye for now.
- Daniel OkaforThank you both, and Nell. Best wishes, all.
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