Lornefield Pensions Administration / BG-Demo – Check In
Callcompleted
Lornefield Pensions Administration · 26 Aug 2025 09:15
Daniel Okafor raised a usage fall of about a third against forty licences. Imogen Hartley knows of no complaint and thinks managers drifted back to old routines. Both agreed a breakdown and a dashboards session.
What was said
What this says
As at Fri 9 Oct 2026Daniel Okafor raised a usage fall of about a third against forty licences. Imogen Hartley knows of no complaint and thinks managers drifted back to old routines. Both agreed a breakdown and a dashboards session.
What happened: Daniel opened the 26 Aug 2025 check-in by saying active users averaged around seven and a half over thirty days, down by about a third. Imogen was surprised and said she had assumed the brain was embedded.
Customer view: nobody has said it is broken or disliked. She thinks some managers drifted back to old routines, and what matters is whether the keen users or the unconvinced ones stopped.
Commercial: the two recent tickets were not high priority and nothing on BG-Demo's side points to data quality. Imogen wants a dashboard per scheme that a manager can open before a trustee call, which fits the dashboards offer.
Watch: the cause is unknown and usage is down against forty licensed users. Imogen asked to be told straight if it looks worse than a quiet summer.
Themes
As at Fri 9 Oct 2026Who was there
BG-Demo
Them
Follow-up
Next steps
As at Fri 9 Oct 2026- Daniel sends Imogen a breakdown by person and by team, plus the two recent tickets.
- Imogen speaks to the managers that week and tells Daniel what she hears.
- Daniel proposes times for a dashboards session in September once he has seen the breakdown.
Risks
As at Fri 9 Oct 2026- Active users are down by about a third on the previous quarter and the cause is not yet known.
- Some managers may have drifted back to old routines, so the brain may not be as embedded as assumed.
Opportunities
As at Fri 9 Oct 2026- A session on per-scheme dashboards for trustee calls could bring managers back.
Transcript
Daniel OkaforMorning, Imogen. Thank you for making the time, I know your diary's busy. It's just the two of us, I think?
Imogen HartleyMorning, Daniel. Just us, yes. Give me a second, I've got a coffee that needs to go somewhere safe.- Daniel OkaforTake your time. How was your weekend? Didn't you say you might get away?
- Imogen HartleyI did, a few days up north, and it rained the whole time, which was rather the point. Back in the office now and it's very quiet, half the building is on leave.
- Daniel OkaforThat's August for you. Well, that's partly why I wanted a short check-in. I've been looking at your usage for the last month and I'd like to talk it through, because it's lower than I'd expected.
- Imogen HartleyRight. Yes. I thought it might be. How much lower?
- Daniel OkaforOver the last thirty days you've averaged around seven and a half active users, and that's down by about a third on the previous quarter. Against forty licensed users, that's a noticeable dip.
- Imogen HartleyMm. A third. That's more than I'd have put down to people being away.
- Daniel OkaforI wouldn't want to put it all down to anything yet. I don't know the reason, and I'd rather ask you than guess. How is the team finding it at the moment?
- Imogen HartleyHonestly, I'm not sure. Nobody has come to me saying it's broken or that they've stopped liking it. It's more that I've been a bit stretched, and some of the managers have, I think, drifted back to their old routines without anyone deciding to.
- Daniel OkaforThat's a very human way for it to happen. Can I check a couple of things from our side so we're not mistaking one thing for another? There were two tickets in the last thirty days, neither high priority. Do you remember them?
- Imogen HartleyVaguely. One was a login query, I think. The other I'd have to look up. Neither felt like a big deal at the time.
- Daniel OkaforI'll pull them and let you see them, just to close the loop. And on the data side, nothing's been flagged on our end that would make the answers less trustworthy, so I don't think it's that. But I'd like to be certain, not just reassuring.
- Imogen HartleyI appreciate that. The real question, I think, is who stopped using it, and why. If it's the people who were never really sold on it, that's one conversation. If it's the keen ones, that's quite another.
- Daniel OkaforExactly that. I can break it down by person and by team, and you'll be able to see it better than I will, because you know who sits where. Would that be useful?
- Imogen HartleyVery. And I'll need to talk to a few of the managers properly. I've been assuming it was embedded, and clearly I should have checked rather than assumed.
- Daniel OkaforI don't think it's anyone's fault. You've had a lot on. Is there something we could do that would make it easier for them to come back? A short refresher, perhaps, or a session on the dashboards you mentioned wanting?
- Imogen HartleyThe dashboards, yes. I think if they could open something per scheme before a trustee call without having to ask anything, they'd come back. Let's make it count. Could we do that in September, once people are in?
- Daniel OkaforI'd be glad to. I'll come back to you with a couple of times once I've seen the breakdown, so we're building on what's actually happened. I don't want to fix a date I can't stand behind.
- Imogen HartleyThat's sensible. And Daniel, will you tell me straight if it looks worse than a quiet summer?
- Daniel OkaforOf course. I'd rather you heard it from me early than found it in a report. Let's see what the breakdown says, and speak again soon after.
- Imogen HartleyThank you. I'll have a word with the managers this week and let you know what I hear.
- Daniel OkaforPerfect. So I'll send you the breakdown and the two tickets, and you'll sound out the managers. Anything else before we go?
- Imogen HartleyNo, that's everything. Thanks for flagging it, honestly. Best, Imogen.
- Daniel OkaforThank you, Imogen. Best wishes, and enjoy what's left of the quiet.