Lornefield Pensions Administration / BB-Demo – Check In
Callcompleted
Lornefield Pensions Administration · 2025-10-22 16:15
Imogen Hartley reported a calm month with more users and questions, and no tickets. She asked for a dashboard tidy-up session and a walk-through for scheme accounting, and wants early involvement in the Growth renewal.
What was said
What this says
Current to 13 Oct 26Imogen Hartley reported a calm month with more users and questions, and no tickets. She asked for a dashboard tidy-up session and a walk-through for scheme accounting, and wants early involvement in the Growth renewal.
What happened: Daniel Okafor ran the 22 Oct 2025 check-in with Imogen Hartley, Head of Data. Active users and questions were up on the last quarter, spread across more people, with no tickets in the last month.
Customer view: Imogen is pleased and is nudging newer relationship managers to ask the brain first. Her only product ask was for search to remember a last filter, which she called a nicety.
Commercial: The scheme accounting team is curious about the brain, and Daniel offered a walk-through on their own data. Imogen wants free seats used first before anything bigger is discussed.
Watch: The Growth contract runs to 2 Apr 2026 and renews on 3 Apr 2026. Imogen asked to be involved early because she was only half listening last time renewals came up.
Themes
Current to 9 Oct 26Who was there
BB-Demo
Them
Follow-up
Next steps
Current to 9 Oct 26- Daniel Okafor to send Imogen slots for a 30-minute dashboard session and options for the scheme accounting walk-through by the end of the week.
- Daniel Okafor to pass the search-filter request to the product team.
Risks
Current to 9 Oct 26- Imogen only half listened to the last renewal conversation, so the Growth renewal needs a deliberate early start.
Opportunities
Current to 9 Oct 26- A walk-through on their own data for the scheme accounting team could widen use of the free Growth seats.
- A dashboard tidy-up session would deepen the managers' own dashboards.
Transcript
Daniel Okafor NoneImogen, hello. Thanks for joining. I think I'm a minute early, so apologies if I've caught you mid-tea.
Imogen Hartley NoneNot at all, I'm just sitting down. Afternoon, Daniel. Or is it evening yet? The light's gone already up here.- Daniel Okafor NoneGetting there. It's the time of year, isn't it. How is everyone? How is the team finding things after the busy month?
- Imogen Hartley NoneBetter, actually. Calmer. The audits are behind us and people have had a chance to breathe. Which, funnily enough, means they've been using the brain more, not less.
- Daniel Okafor NoneThat's exactly what I wanted to show you. Active users are up nicely on the last quarter, a good step up, and the questions being asked have gone up with them. There's also a wider spread of people asking them, which I always like to see, because it means it isn't resting on one pair of shoulders.
- Imogen Hartley NoneGood. I've been nudging a few of the newer relationship managers. I told them the trustee prep is half the time if they ask the brain first and read the source calls second.
- Daniel Okafor NoneIt shows. And no tickets at all in the last month, which is lovely, though I never take a silent month for granted. Has anything been bothering people that they've just put up with?
- Imogen Hartley NoneNothing that I've heard. One of the team wanted the search to remember her last filter, but that's a nicety, not a problem.
- Daniel Okafor NoneI'll note it and pass it to the product people. I can't promise anything on that one, but it's a sensible ask.
- Imogen Hartley NoneThat's all I wanted. And just so you know, I'm not asking for a promise. I'm asking so someone writes it down.
- Daniel Okafor NoneWritten down. Now, payments are all up to date on our side, so that's clean. You're on Growth, forty licences, and the contract is the one that runs to 2 Apr 2026, renewing on 3 Apr 2026. Just to close the loop on that, nothing for you to do yet, I'll bring it up properly nearer the time.
- Imogen Hartley NoneFine. I'd like to be involved early, though. Last time you raised renewals I was only half listening because we had the audit going on.
- Daniel Okafor NoneUnderstood. I'll make sure it lands when you've got the space. Is there anything about the brain itself you'd like to see more of? The dashboards, for instance. A few of your people have started building their own, which is a good sign.
- Imogen Hartley NoneYes, that's partly my doing. I wanted the managers to own their views rather than ask me for them. The real question is whether they keep them tidy. Dashboards breed like rabbits if nobody looks after them.
- Daniel Okafor NoneThey do. Would it help if I ran a short session on keeping them tidy? Naming, who owns what, retiring the ones nobody opens.
- Imogen Hartley NoneYes. Thirty minutes, not an hour. And I'd like to be on it, because I'll be the one nagging people afterwards.
- Daniel Okafor NoneOf course. I'll suggest a couple of slots and you pick. Anything else on your list?
- Imogen Hartley NoneOne small thing. The scheme accounting people are curious what we do with it. They've seen the managers at their screens and asked. I said I'd ask you whether it makes sense to show them.
- Daniel Okafor NoneI think it does. A short walk-through on your own data, so they see their own schemes and fee invoices rather than a generic demo. If they like it, we can talk about what that would mean for licences, but there is no pressure, and you've got a good number of seats free already.
- Imogen Hartley NoneFree seats first, then. Let's make it count before we think about anything bigger.
- Daniel Okafor NoneAgreed. So, to close the loop: I'll send you slots for the dashboard session, pass on the filter request, and set up a walk-through for the scheme accounting people. I'll come back to you by the end of the week with the options.
- Imogen Hartley NoneLovely. Thank you, Daniel. It's nice to have a call where nothing is on fire.
- Daniel Okafor NoneI'll take that. Thank you for your time, Imogen. Best wishes, and speak soon.
- Imogen Hartley NoneBest, Imogen. Bye for now.