Lornefield Pensions Administration / BB-Demo – Renewal
Callcompleted
Lornefield Pensions Administration · 2026-01-26 16:00
Douglas Baird says the group wants a decision by 2 Feb 2026 and will not rush into a larger commitment. BB-Demo proposed the same Growth price; the customer wants flexibility on the forty seats.
What was said
What this says
Current to 13 Oct 26Douglas Baird says the group wants a decision by 2 Feb 2026 and will not rush into a larger commitment. BB-Demo proposed the same Growth price; the customer wants flexibility on the forty seats.
What happened: Douglas Baird, Chief Operating Officer, opened by saying the group wants a decision by 2 Feb 2026. Nell Ashcombe proposed the same £44k for the next term, with no change to the price.
Customer view: The trustees will ask why Lornefield holds forty seats when far fewer are active. Douglas wants some sign that usage is recovering and flexibility on how seats are held, and he praised the service.
Commercial: Daniel Okafor said active users are down by about a quarter on the previous quarter and framed it as adoption, not service. Nell would not commit to a smaller seat structure on the call but promised a written note of options.
Watch: Imogen Hartley would keep the connectors and dashboards if seats shrink, and values the trustee call summaries most. Morag, who was absent, wants anything commercial in writing first.
Themes
Current to 9 Oct 26Theme
Renewal, idle seats
Importance
renewal
Sentiment
mixed
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Nell Ashcombe sends Douglas Baird and Imogen Hartley a written note of the current terms and options before 2 Feb 2026.
- Daniel Okafor keeps the weekly usage view going so Douglas can show the trend before 2 Feb 2026.
Risks
Current to 9 Oct 26- Active users are down by about a quarter on the previous quarter, so the forty Growth seats are hard to justify to the trustees.
- The group wants a decision by 2 Feb 2026 and is not minded to commit to anything larger.
Opportunities
Current to 9 Oct 26- Keeping the connectors and dashboards while right-sizing seats could hold the renewal at Growth.
- A sponsor-led adoption push around the member-query view could rebuild usage.
Transcript
Daniel Okafor NoneGood afternoon, and thank you for your time. I can see Douglas and Imogen, and Nell is with me. Is Morag joining, or is it just the four of us?
Imogen Hartley NoneJust the four, I think. Morag said she'd rather see anything commercial in writing first.
Douglas Baird NoneGood afternoon, Daniel, Nell. Thank you for finding the time on a Monday. May I begin by saying where things stand from our side? We spoke earlier this month, and I have since taken the usage figures you sent to a conversation within the group. The position is that they would like a decision by 2 February 2026, and that they are not minded to rush into a larger commitment.
Nell Ashcombe NoneThank you, Douglas. That's helpful and plain. What do you need to leave this call with?- Douglas Baird NoneSomething I can put in front of them that is tidy. Either a renewal on terms that reflect how we are actually using the brain, or a clear understanding of what would need to change.
- Nell Ashcombe NoneRight. Let me lay out what we can do, and Daniel will fill in the detail. The order form today is Growth, forty-four thousand a year, forty licensed users. For the next term we're proposing the same forty-four thousand, with no change to the price. I know that doesn't answer the question about idle seats.
- Douglas Baird NoneIt does not, I'm afraid, though I appreciate the clarity on price. The trustees will ask why we hold forty seats when the numbers show nowhere near that number active.
- Daniel Okafor NoneI understand, and I won't dress it up. Active users are down by about a quarter on the previous quarter. We've had two tickets this month, both routine, neither high priority. So it's an adoption story rather than a service one. How is the team finding it, Imogen, since we ran the sessions?
- Imogen Hartley NoneBetter, honestly. Two of the managers have started opening the member-query view before calls again. The others are still hit and miss. The real question is whether a sponsor keeps asking for it. Douglas has been good on that.
- Douglas Baird NoneI have tried, in fairness, though I am conscious it should not rest on me alone.
- Nell Ashcombe NoneThat's one of the things I'd like to get right. Can I ask the direct question? If the price stayed where it is, what would make the renewal easy for you to recommend upward?
- Douglas Baird NoneI think two things. Firstly, some sign that usage is recovering, which I can show them in the next few weeks. Secondly, flexibility in how the seats are held. I would not wish to be locked into forty if the picture on the ground is considerably smaller.
- Daniel Okafor NoneLet me be careful here, because I don't want to guess at something I don't own. The seat count is part of the order form, so changing it is a commercial discussion, and that sits with Nell. What I can own is the usage picture and the adoption plan.
- Nell Ashcombe NoneThat's right, and that one's on me. I can't commit to a different structure on this call. What I can do is take your question seriously. A smaller seat count would change the order form and I'd want to see what the right size looks like once the next few weeks of usage are in. I'd rather we agree the approach today and write it up properly.
- Douglas Baird NoneThat is entirely reasonable. Would it be possible to have a written note setting out the options? I should not wish to represent your position inaccurately to the group.
- Nell Ashcombe NoneYes. I'll write it plainly, with the current terms, what stays the same, and what we'd look at changing. No roadmap, no promises I can't stand behind.
- Imogen Hartley NoneCan I add one thing? If the answer is a smaller seat count, I'd want the connectors and the dashboards kept as they are. The seats are the least of the value. The trustee call summaries are what people would miss.
- Daniel Okafor NoneNoted, Imogen. I'll make sure that's in what we put together. And just to close the loop on adoption, I'll keep the weekly usage view going so you can see the trend for Douglas before the second of the month.
- Douglas Baird NoneThat would be most helpful. I'd welcome a conversation again once the note has arrived, but I do want to say that the service has been good, and I'd not like that to be lost in all this.
- Nell Ashcombe NoneThank you. That's appreciated, and we'll earn it. So, next steps. I'll send the written options to you and Imogen. Daniel sends the weekly usage view. Douglas, you take it to the group, and we speak again before 2 February 2026.
- Douglas Baird NoneAgreed. Thank you both, and Imogen.
- Imogen Hartley NoneThanks all. Best of luck with the rest of the afternoon.
- Daniel Okafor NoneThank you, everyone. Speak soon.
Callsmade from