Kelvinhaugh Pension Services / BG-Demo – Renewal
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Kelvinhaugh Pension Services · 19 Nov 2024 11:15
Renewal call on 19 Nov 2024. Priya Raman proposed moving the relationship team and adjacent teams from Starter to Growth. Finance Director Hamish Crawford would decide nothing and wants a usage note and a cost breakdown for the board.
What was said
What this says
As at Fri 9 Oct 2026Renewal call on 19 Nov 2024. Priya Raman proposed moving the relationship team and adjacent teams from Starter to Growth. Finance Director Hamish Crawford would decide nothing and wants a usage note and a cost breakdown for the board.
What happened: Daniel Okafor and Priya Raman met Fiona Drummond, Hamish Crawford and Fraser McAllister on 19 Nov 2024. The Starter term ends 8 Feb 2025, and Priya proposed a Growth deal quoted at £44k as total deal value.
Customer view: Fiona says the relationship managers are back using it for pre-meeting briefs. Hamish asked whether the step up could be justified to the board and said he would decide nothing that day.
Commercial: Fraser confirmed £18k invoiced matches the order form and asked for a one-off versus recurring breakdown. Fiona's case for Growth is that finance and scheme data sit apart, and Daniel made checking a handful of schemes a condition.
Watch: Priya wants agreement before 27 Jan 2025, but Hamish will take it to the board on his own timetable.
Themes
As at Fri 9 Oct 2026Theme
Starter to Growth proposal
Importance
upsell
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- Priya Raman sends Fraser McAllister and Hamish Crawford a breakdown of one-off and recurring amounts.
- Daniel Okafor sends Hamish a usage note by the end of the following week.
- Priya picks the conversation up again before 27 Jan 2025.
Risks
As at Fri 9 Oct 2026- Hamish Crawford needs to justify the step up to the board and said he would decide nothing on the call.
- The 27 Jan 2025 target Priya set may slip because Hamish will take it to the board on his own timetable.
- Fee data from the finance source must be checked against the customer's own records before the relationship team relies on it.
Opportunities
As at Fri 9 Oct 2026- Moving the relationship team and a couple of adjacent teams from Starter to Growth.
- Adding the finance source so relationship managers can see fee figures themselves, which Fiona and Fraser both support.
Transcript
Daniel OkaforGood morning, everyone, and thank you all for your time. Let me just check who's joined. Fiona, Hamish, Priya, and I think Fraser is on his way?
Fraser McAllisterI'm here, sorry, just got my audio sorted. Morning.
Hamish CrawfordGood morning. Before we start, can I ask about adoption? Who is actually using it these days?- Daniel OkaforOf course, and it's a good place to start. Over the last month a little over four people have been in on a typical day, which is about a fifth up on the quarter before. Fiona, you'll know better than the numbers what's behind that.
Fiona DrummondYes. We did the hands-on session with the relationship managers in the autumn, on their own schemes, and it stuck. The two who'd gone back to spreadsheets are back in. They use it for pre-meeting briefs mostly. Who we last spoke to, what's open on the scheme.- Hamish CrawfordAnd that's saving time, in your view?
- Fiona DrummondIt is, Hamish. Honestly it's the difference between walking into a trustee call knowing the picture and walking in hoping.
Priya RamanIf I can jump in with a quick recap, to keep momentum. Current term ends 8 Feb 2025, the renewal sits on 9 Feb 2025, and the next date I care about is 27 Jan 2025, because if we can get this over the line by then there's no gap and no scramble.- Hamish CrawfordLet's not rush it, Priya. I'd like to understand what we'd be committing to.
- Priya RamanCompletely fair. Happy to make this easy. So, today you're on Starter, fifteen licences, and the contracted figure is £17,550 a year. What we've been discussing with Fiona is moving the relationship team and a couple of adjacent teams onto Growth.
- Fraser McAllisterCan I just check the numbers from my side? We're invoiced £17,550 at the moment and that matches what I have on the order form. What's the Growth figure?
- Priya RamanThe Growth deal is sitting at £44,000. That's the total deal value, so I'd want to send you a breakdown that shows what's one-off and what recurs, so there's no confusion in your books.
- Fraser McAllisterYes, please. That's what I'd need. And the usual thirty-day terms still apply?
- Daniel OkaforThey do, Fraser. Nothing about how you're invoiced or when changes.
- Hamish CrawfordThat's a considerable step up from where we are. Can we justify that to the board?
- Daniel OkaforI'd be wary of asking you to take it on trust, Hamish. What I'd suggest is that I put together a short usage note for you: who is asking questions, how that's moved month on month, and which teams are using it. Then the board paper writes itself, or doesn't, and you'll know which.
- Hamish CrawfordThat would help. I won't decide anything today, I should say.
- Priya RamanNo pressure at all today. It's really about agreeing what you need to see.
- Fiona DrummondCan I add something, Hamish? You always ask about fee income per scheme. The reason I'd want the wider team on it is that the finance and scheme data sit apart at the moment, and that's the gap I keep running into.
- Hamish CrawfordMm. Fraser, is that your experience too?
- Fraser McAllisterBroadly. When the relationship team want fee figures they come to us, and it's usually a spreadsheet by email. It would be better if they could see it themselves, assuming it's the right numbers.
- Daniel OkaforThat's a sensible condition. If the finance source goes in, I'd want you and me to check a handful of schemes against your own records before anyone relies on it.
- Fraser McAllisterI'd be happy to do that.
- Hamish CrawfordAnd support? I've seen there were a couple of tickets lately. Were they a worry?
- Daniel OkaforTwo, both resolved, neither high priority. Just ordinary questions from the team. For a team that's using it more, I'd expect a few and I'd rather have them than silence.
- Hamish CrawfordGood. That's reassuring.
- Priya RamanSo, to wrap up, what I'll do is send the breakdown to Fraser and Hamish, and Daniel sends the usage note. Then if everyone's comfortable, we pick it up again before 27 Jan 2025.
- Hamish CrawfordFine. Send them both and I'll take it to the board on my timetable.
- Daniel OkaforJust to close the loop, I'll come back to you by the end of next week with the usage note. Thank you all, that was a really constructive conversation.
- Fiona DrummondThanks, everyone. Speak soon.
- Hamish CrawfordThank you. Goodbye.
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