Lornefield Pensions Administration / BG-Demo – Check In
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Lornefield Pensions Administration · 11 Feb 2026 16:45
Douglas Baird, COO, said the brain is well regarded but usage is low and the contract ends in early April. He warned he may write formally about the contract position within days. The group is reviewing suppliers.
What was said
What this says
As at Fri 9 Oct 2026Douglas Baird, COO, said the brain is well regarded but usage is low and the contract ends in early April. He warned he may write formally about the contract position within days. The group is reviewing suppliers.
What happened: Daniel Okafor held a check-in with Douglas Baird alone. Douglas said users value the brain, but usage is below what he wants and the contract ends in early April.
Customer view: Service and invoicing are not the issue. Douglas said the group is looking at supplier arrangements across the board and that he may write formally about the contract position.
Commercial: Daniel confirmed Growth at £44k a year with forty users, the order form running to 2 Apr 2026 and renewing on 3 Apr 2026. Douglas asked for a plain account of use, users and what the brain replaced, centred on trustee confidence.
Watch: About ten people are active against forty licensed, and Imogen was not on the call. The evidence does not show what the letter said.
Themes
As at Fri 9 Oct 2026Theme
Renewal at risk, low usage
Importance
renewal
Sentiment
mixed
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 a usage account, checked by Imogen, by the end of the following week.
- Daniel Okafor to fix a trustee pack session with Imogen.
- Daniel Okafor to await Douglas's letter on the contract position.
Risks
As at Fri 9 Oct 2026- The group is reviewing supplier arrangements and Douglas signalled a formal letter on the contract position.
- About ten of forty licensed users are active, below the previous quarter, which weakens the value case at renewal.
- Douglas cannot speak for the group on the decision.
Opportunities
As at Fri 9 Oct 2026- A usage account built around trustee meeting preparation could give the group a clear value case for the Growth subscription.
- A short session with Imogen on the trustee pack could lift adoption among non-users.
Transcript
Douglas BairdGood afternoon, Daniel. Thank you for fitting this in at the end of the day. I wonder if I might begin by saying where things stand from my side, and then I'd welcome your view.
Daniel OkaforGood afternoon, Douglas, and thank you for your time. Please do. It's just the two of us, I believe. Imogen isn't joining?- Douglas BairdNo, just myself. Imogen and I spoke earlier in the week and she has kept me well informed. So, where things stand. The brain is, in fairness, well regarded by the people who use it. I have heard that directly. But the usage figures are not what I should like them to be, and I am conscious that the contract comes to an end in early April.
- Daniel OkaforThat's an honest summary, and I wouldn't dispute it. About ten people are active in a typical month against forty licensed, and that's a little below the previous quarter. The ones who use it use it well, as you say.
- Douglas BairdQuite. And I would not wish you to think that is a criticism of the service. We have had very little to complain of. Two tickets, I think, last month, and then one this month.
- Daniel OkaforOne this month so far, yes, and none of them urgent. All answered within what Growth gives you. Nothing overdue on the invoicing side either, which I mention only so that we are both working from the same page.
- Douglas BairdThank you. I appreciate that. Now, the group's position is that supplier arrangements are being looked at across the board. I do not wish to say more than I properly can, and I would not like to speak for the group.
- Daniel OkaforOf course. I wouldn't ask you to. May I ask what would be most helpful for me to have ready, so that whoever has to decide has what they need?
- Douglas BairdThat is a considerate question. I think a plain account of what the brain is used for, by whom, and what it has replaced. Trustee confidence is what matters most to me. If I can say that the relationship managers prepare for trustee meetings in a fraction of the time, that carries weight.
- Daniel OkaforI can do that. We have the pattern by scheme, and Imogen has described to me how the preparation used to run. I'd want her to check my wording so it is her voice and not mine.
- Douglas BairdYes, I would prefer that.
- Daniel OkaforAnd then the commercial picture, so you have it in one place. You're on Growth at £44,000 a year, with forty users, and the order form runs to 2 Apr 2026, renewing on 3 Apr 2026. Everything invoiced matches the order form.
- Douglas BairdI am obliged. I should say, in case it is useful to you, that I may need to write to you formally in the coming days about the contract position. I would rather you heard that from me now than found it in a letter.
- Daniel OkaforThank you, Douglas, I appreciate you telling me directly. Whatever the letter says, I'll still send the usage account, and I'm glad to keep looking after the team in the meantime. Just so I understand: is there anything you would want me to do before the letter arrives?
- Douglas BairdNothing at present. I would only ask that the service carries on as it has. Our people have trustee meetings in the diary and it would not do for them to find the refresh behind.
- Daniel OkaforUnderstood. Nothing changes on the refresh, and Craig will hear first of anything that does. How is the team finding it, day to day, from what you hear?
- Douglas BairdThose who use it say it saves them going round three systems. Those who do not use it have, I suspect, simply not got into the habit. That is not for you to solve alone. I would welcome a conversation with Imogen about it.
- Daniel OkaforI think that's wise. I've already suggested to her a short session built around the trustee pack, so they are using their own schemes. If you are content, I can fix that with her.
- Douglas BairdI am content. In fairness, it can do no harm whichever way matters fall.
- Daniel OkaforThen I'll just close the loop. I send you a plain usage account, checked by Imogen, by the end of next week. I'll fix the session with her. And I'll wait to hear from you on the contract. Is that everything as you see it?
- Douglas BairdIt is. Thank you, Daniel. I have valued working with you and your colleagues over the years, and I would not wish that to go unsaid.
- Daniel OkaforThat's kind, and it's mutual. Best wishes, Douglas. Speak soon.
- Douglas BairdKind regards, Daniel. Good afternoon to you.
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