Lornefield Pensions Administration / BG-Demo – QBR
Callcompleted
Lornefield Pensions Administration · 28 Jan 2026 10:15
The 28 Jan 2026 QBR showed a healthy technical picture but narrow use: about ten of forty licensed users active, concentrated in a few people. Imogen Hartley would not discuss the renewal.
What was said
What this says
As at Fri 9 Oct 2026The 28 Jan 2026 QBR showed a healthy technical picture but narrow use: about ten of forty licensed users active, concentrated in a few people. Imogen Hartley would not discuss the renewal.
What happened: Daniel Okafor and Nell Ashcombe reviewed the account with Imogen Hartley and Craig Paterson. Connectors are green, the refresh lands on time, and two tickets in the last month were answered well inside Growth expectations.
Customer view: Imogen says the brain works for those who use it and that the issue is breadth, not depth. Scheme managers use it before trustee meetings, then fall back to opening three systems, and she has not run a refresher since the autumn.
Commercial: The account is on Growth at £44k a year with invoices up to date, the contract running to 2 Apr 2026 and renewing on 3 Apr 2026. Imogen said there are conversations above her; the evidence does not show their outcome.
Watch: A handful of people ask most questions, Imogen among them, which is a key-person risk.
Themes
As at Fri 9 Oct 2026Theme
Growth QBR usage breadth
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 usage summary by scheme, with connectors shown alongside each page, by the end of next week.
- Daniel Okafor to propose a session around the trustee pack using the managers' own schemes.
- Daniel Okafor to tell Craig Paterson first about anything that touches the refresh.
Risks
As at Fri 9 Oct 2026- Only about ten of forty licensed users are active, with questions concentrated in a handful of people including Imogen.
- Renewal conversations sit above Imogen, and she could not comment on them.
- Scheme managers fall back to manual work outside trustee meetings, so value is not visible beyond a few users.
Opportunities
As at Fri 9 Oct 2026- A per-scheme page built on existing connectors needs no new connector or refresh change.
- A refresher session built around the trustee pack could widen use among the relationship managers.
- A usage summary by scheme can put the value case in front of the people deciding.
Transcript
Daniel OkaforMorning, everyone, and thank you for making the time. I can see Imogen and Craig, and Nell has just joined from our side. Is that everybody? Anyone else from Lornefield still to come?
Imogen HartleyJust us, I think. The scheme managers have their own diary clash this morning, so I'll carry their voice in with me.
Nell AshcombeMorning. Before we start, what do you each need to leave with? I'd rather we aim at that than walk the whole deck.- Imogen HartleyThe real question is whether the brain is still earning its place with the relationship managers. Usage feels thinner than it did, and I'd rather look at that honestly than have it explained to me.
Craig PatersonFrom my side, just to flag, I'd like to know nothing is going to move on the refresh without us hearing first. That's all. I'll read out the console in a minute.- Daniel OkaforBoth fair, and both on the list. Craig, shall we start with you, since it sets the ground for everything else?
- Craig PatersonAye. So the admin console is showing every connector green this morning. Last nightly refresh finished before seven, which is what we expect on a business day. Records indexed are ticking up, slowly, but they are moving. Nothing flat.
- Daniel OkaforThat matches what I see. No connector has dropped out this quarter, and the refresh has landed inside the window each business morning. I'll just close the loop on that: there's nothing outstanding from the technical side that I'm aware of.
- Craig PatersonThere was one wee wobble a couple of weeks back where a source was slow to answer. It sorted itself. I'll keep an eye on it.
- Daniel OkaforYes, that's one of your two tickets from the last month, I think. The other was a how-to. Neither was high priority, and both were answered well inside what you'd expect on Growth.
- Imogen HartleyRight. So the plumbing is fine, which I believed. Let's talk about people, then.
- Daniel OkaforYes. You have forty licensed users, and the number actually active in a typical month is about ten. That's a little lower than the quarter before. The questions asked are down a touch with it.
- Imogen HartleyThat's about what I feared. Can I ask who is asking the questions? Is it spread, or is it a few of us?
- Daniel OkaforIt's concentrated, and I'd rather say so plainly. A handful of people ask most of them, and you are one of them. The scheme managers dip in around trustee meetings and then go quiet.
- Nell AshcombeSay what happened, say how you know. What I'm hearing is the brain is used heavily when there's a trustee call coming and barely otherwise. Is that right, Imogen?
- Imogen HartleyThat's fair. Before a trustee meeting they want the whole picture: the calls, the member tickets, the fee invoices, all in one place. Outside that, they fall back to the old habit of opening three systems and doing it by hand. Honestly, that's partly my doing. I haven't run a refresher since the autumn.
- Nell AshcombeThat's useful to know. So it's a habit problem rather than a data problem. What would the brain say if you asked it which scheme managers have not asked anything in a month?
- Daniel OkaforI can answer that one, actually, I've got the list open. It's most of the relationship managers. I'd suggest we don't look at it as names today, more as a pattern, and see what we can do for them.
- Imogen HartleyMm. Go on.
- Daniel OkaforTwo ideas. A short session built around the trustee pack, using their own schemes, so it is the work they already do. And a page in the brain per scheme that gathers the last quarter's calls and tickets, so the first thing they see before a meeting is already assembled.
- Imogen HartleyI like the second one very much. I've seen this work: the moment the page exists before they ask, they stop thinking of it as a tool and start thinking of it as the briefing.
- Craig PatersonWould that need any new connector? Because I'd want a change window agreed in advance if so.
- Daniel OkaforNo, it's built on what is already connected. Nothing new on your side, Craig, so no change to the refresh. If that were ever to change I'd tell you before, not after.
- Craig PatersonThat's all I need. Thanks.
- Nell AshcombeCan I come in on value? Imogen, the brain was bought to give the relationship managers one view of trustee calls, member queries and fee invoices. Is it still doing that for the people who use it?
- Imogen HartleyFor the people who use it, yes, without question. The ones who prepare with it walk into trustee meetings knowing which member complaints are open and whether fees are up to date. That used to take an afternoon. The issue is breadth, not depth.
- Nell AshcombeGood. Then that's the thing to fix, and it's a fixable thing. I'd keep it simple and not add anything.
- Daniel OkaforAgreed. On the commercial side, just so everyone has it in front of them: you're on Growth at £44,000 a year, forty users, and invoices are all up to date with nothing overdue. The contract runs to 2 Apr 2026 and renews on 3 Apr 2026.
- Imogen HartleyYes, and I should be straight that the renewal is on my mind. I'm not in a position to say anything about it today. There are conversations above me, and I'd be speaking out of turn.
- Nell AshcombeThat's completely fine. We would rather you told us that than guessed. When there's something you can share, Daniel is the person to ring, and he'll bring me in if it's useful.
- Daniel OkaforAnd whatever happens, we'll make the quarter count. I'll put together a short usage summary by scheme, so you have it to hand when those conversations take place. I'll come back to you with it by the end of next week.
- Imogen HartleyThat would be genuinely helpful. Let's make it count. I would like the numbers for the relationship managers to be visible to the people deciding things, not just to me.
- Craig PatersonCan I ask one small thing? When the summary comes, can it say which connectors are feeding the trustee pages? I'd like to know what I'm protecting.
- Daniel OkaforOf course. I'll put the connectors alongside each page, so it's plain what depends on what.
- Nell AshcombeRight. I think that's a sensible place to land. Anything else before we stop?
- Imogen HartleyOnly thanks. Honest conversation, which I appreciate.
- Daniel OkaforThank you both. Just to close the loop: I send the summary by scheme, I'll propose a session around the trustee pack, and Craig hears first about anything touching the refresh. Best wishes, all.
- Craig PatersonCheers. Regards.
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