Kelvinhaugh Pension Services / BG-Demo – QBR
Callcompleted
Kelvinhaugh Pension Services · 6 Jun 2024 10:00
Quarterly review for the Starter tier. Daniel Okafor reported about four active users against fifteen licences. Hamish Crawford asked whether the cost can be justified to the board and wants a usage summary before any renewal talk.
What was said
What this says
As at Fri 9 Oct 2026Quarterly review for the Starter tier. Daniel Okafor reported about four active users against fifteen licences. Hamish Crawford asked whether the cost can be justified to the board and wants a usage summary before any renewal talk.
What happened: Daniel reported about four active users a month against fifteen licences, more than double the previous quarter. Questions asked were up month on month, mostly scheme history and last agreed actions.
Customer view: Hamish Crawford asked whether the cost can be justified to the board on four users. Fiona Drummond said the four are the managers on the largest schemes and that the brain now takes minutes rather than a morning.
Commercial: Hamish wants the usage summary before any renewal discussion, which he called some way off. Daniel said the contract runs until the following February.
Watch: Connectors are close to the Starter limit, and Fiona may want email later. No time-saved figure exists yet; managers will keep rough notes.
Themes
As at Fri 9 Oct 2026Theme
Adoption and value case
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 proposed session dates by the end of the following week.
- Fiona Drummond to name the managers for the sessions by the end of the following week.
- Daniel Okafor to send Fiona and Hamish a plain summary of questions asked and who asked them.
Risks
As at Fri 9 Oct 2026- The finance director questions whether the cost is justified on four active users out of fifteen.
- No quantified value yet, and he wants evidence before any renewal conversation.
- Several newer managers received only a login and a link and may be lost.
Opportunities
As at Fri 9 Oct 2026- Small group sessions on real schemes could widen use across the fifteen seats.
- An email connector later would exceed the Starter connector limit, an upgrade or add-on conversation.
Transcript
Daniel OkaforGood morning, everyone. Thank you all for your time. Let me just check who has joined. Fiona, I can see you. Hamish, and Ailsa as well?
Ailsa DunlopYes, I'm here. Morning.
Hamish CrawfordGood morning, Daniel. Yes, here.
Fiona DrummondMorning all. Sorry, I was on with a sponsor until a minute ago. They wanted to know how we keep track of who said what in the scheme reviews, so you've caught me at a good moment.- Daniel OkaforHa, well, that's a nice way into this. What I'd like to do today is go through how the brain is being used, what it has done for you, and where I think there's room to get more from it. Please stop me whenever something doesn't ring true.
- Hamish CrawfordIf I may, I'll start with my usual question. Who is actually using it?
- Daniel OkaforFair, and that is where I wanted to begin anyway. On average about four people are active in a given month. That's more than double where it was at the previous quarter. You have fifteen licensed users, so there is plenty of room.
- Hamish CrawfordFour of fifteen.
- Daniel OkaforYes. I won't dress that up. It's a modest share of the seats. But the direction matters, and so does who the four are.
- Fiona DrummondIf I can come in there. The four are the managers who look after our largest schemes, and they are the ones with the most client meetings. I'd rather four people use it properly than fifteen log in once.
- Hamish CrawfordI understand. I'd still like to see it spread. Can we justify the cost to the board on four?
- Daniel OkaforIt's a reasonable thing to ask, and I'd rather we talk about it openly. You're paying seventeen thousand five hundred and fifty pounds a year for the Starter tier, and the invoices match the order form, so there's nothing odd there. What I'd want to show you is what that buys in terms of time and in terms of the client calls it has informed.
- Hamish CrawfordPlease do.
- Daniel OkaforSo, questions asked. They've gone up month on month, and they're not the idle kind. The majority are people asking for the history of a scheme, the last agreed action, or what was raised by the sponsor. That's real preparation work.
- Ailsa DunlopCan I add something from the systems side? The nightly refresh has been reliable. I check the morning after any change we make, and it has picked up everything so far. It's the one thing I was worried about at the start.
- Daniel OkaforThank you, Ailsa, that's useful to hear, and it fits what I see. The records indexed have been climbing steadily, which tells me your sources are loading and that the brain is current.
- Fiona DrummondCan I say what it has actually changed for me? I'd get a call from a sponsor and I'd have to ring around the team to find out where we were. Now I ask, and I get the contacts, the last few notes, and any open points. It's minutes rather than a morning.
- Hamish CrawfordMinutes rather than a morning. That is something I can put to the board, if I can put a figure on it.
- Daniel OkaforI'd be careful about a number we can't stand behind, Hamish. What I can give you is the count of questions and who asked them, and then Fiona's team can say what it saved them. That's honest, and it will stand up to a question.
- Hamish CrawfordAgreed. Let's not rush to a number.
- Fiona DrummondI can ask the managers to jot down, for a few weeks, when they used it and roughly how long it would have taken otherwise. Nothing fancy.
- Daniel OkaforThat would be ideal. Even a rough note beats a guess. Now, on the support side. There was one ticket in the last month, Ailsa, I think it was yours?
- Ailsa DunlopIt was. A how-to question about the search. It was answered the same day and it was a quick fix on my end. Nothing wrong with the product.
- Daniel OkaforGood. Just to close the loop on that, I'm glad it was dealt with promptly. And no high priority tickets at all, which is where we'd like to be.
- Hamish CrawfordHow many of the connectors are we using?
- Daniel OkaforStarter allows four, and you are using them for your CRM and your documents and a couple of other sources. So you're close to the limit, which is something to keep in mind if you want to add another system later. It's not a problem today.
- Fiona DrummondWe might want one more eventually. Our email, probably. But let's get the people side right first.
- Daniel OkaforAgreed, and that's the right order. People first, then plumbing. Which brings me to the part I'd suggest we focus on over the next quarter. Ailsa, how many of the remaining managers have had a proper walk-through?
- Ailsa DunlopNot many. The first group did, and then a few joined and just got a login and a link. I think they've been a bit lost.
- Fiona DrummondThat's on me, partly. We were in the middle of a big scheme review. I'd like to put that right, and I'd like it to be with real clients, not a tour.
- Daniel OkaforI can do that. I'd suggest a small group at a time, each bringing a real question about one of their own schemes, and I sit alongside. We did something similar in the spring and it worked well.
- Hamish CrawfordAnd that would cost us?
- Daniel OkaforNothing. It's part of what I do as your CSM, so no additional fee. If you ever wanted a whole day on site, that's a separate add-on, but I don't think you need it.
- Hamish CrawfordGood. I'd like to see how adoption looks after those sessions before we think about anything else.
- Fiona DrummondThat's fair. I've seen this work, and it usually shows up within a month or two.
- Daniel OkaforI'd say the same. So here is what I'd propose. One, I run the small group sessions over the coming weeks and Fiona picks the managers. Two, we track questions asked and who is asking, and I send you both a plain summary. Three, Fiona's team keep a rough note of time saved. Does that sound workable?
- Fiona DrummondIt does. I'll get you the names of the managers by the end of next week.
- Ailsa DunlopAnd I'll make sure the new starters have access sorted before the sessions, so nobody loses time on logins.
- Hamish CrawfordThank you. I think that's a sensible plan. I'll want the summary before we discuss anything about the renewal, which is some way off.
- Daniel OkaforOf course, and there's no need to think about it yet. The contract runs until next February, so there's plenty of time and I'd much rather you had the evidence first. I'll come back to you by the end of next week with proposed dates for the sessions.
- Fiona DrummondBrilliant. Thanks, Daniel. Thanks, both.
- Hamish CrawfordThank you all. Good morning.
- Daniel OkaforThank you, everyone. Best wishes, and speak soon.
Callsmade from