Kelvinhaugh Pension Services / BG-Demo – QBR
Callcompleted
Kelvinhaugh Pension Services · 9 Dec 2024 10:45
QBR on 9 Dec 2024. Daniel Okafor reported just under four daily users against 15 licences. Hamish Crawford asked how this can be justified to the board and wants a usage case before the next term is discussed.
What was said
What this says
As at Fri 9 Oct 2026QBR on 9 Dec 2024. Daniel Okafor reported just under four daily users against 15 licences. Hamish Crawford asked how this can be justified to the board and wants a usage case before the next term is discussed.
What happened: The QBR on 9 Dec 2024 covered adoption on Starter, with 15 licensed users and renewal on 9 Feb 2025. Daniel was open that daily activity is nowhere near the licence count.
Customer view: Fiona Drummond says a core few relationship managers use it and others dip in before trustee meetings. Hamish asked how fifteen seats and a handful of people can be justified to the board.
Systems and support: Ailsa Dunlop reports the four connectors loading every night and no recent tickets. Daniel read the silence alongside usage rather than as proof of health.
Watch: Hamish will decide nothing until he sees a usage case, and Fiona wants it cut by scheme to match his fee income view.
Themes
As at Fri 9 Oct 2026Theme
Low adoption, usage 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 and Fiona Drummond run a session for the relationship managers, with Daniel sending times.
- Ailsa Dunlop tidies up logins that have never been signed into before the session.
- Daniel returns by the end of the following week with what a by-scheme usage summary can support.
Risks
As at Fri 9 Oct 2026- Daily active use is just under four against 15 licensed users, and Hamish Crawford is asking whether that can be justified to the board.
- No tickets in the last month may mean the team is not leaning on the brain much, as Daniel Okafor himself noted.
- Hamish will not discuss the next term until he has a usage case in front of him.
Opportunities
As at Fri 9 Oct 2026- A hands-on session for the other relationship managers on their own scheme data could widen use.
- A usage summary cut by scheme speaks to Hamish's fee income per scheme view.
Transcript
Daniel OkaforMorning, everyone, and thank you for your time. Let me just check who has joined. I can see Fiona and Hamish, Ailsa, and Priya is here with me. Is that everybody?
Fiona DrummondThat's us. Can you hear me all right? Our connection's been a bit temperamental this week.- Daniel OkaforLoud and clear. How's the weather up in Glasgow? It's grey and dripping down here.
- Fiona DrummondSame, I'm afraid. Wet and dark by mid afternoon. December, isn't it.
Hamish CrawfordGood morning, Daniel. If I may, before we get going, could I ask about adoption? Who is actually using it these days?
Priya RamanHa, straight to it. Just a quick recap from me, to keep momentum: you're on Starter, fifteen licensed users, the renewal date is 9 Feb 2025, so there's plenty of runway. Today is really about how it's landing for the team. Daniel's got the picture.- Daniel OkaforThanks, Priya. So, Hamish, to answer you directly. Over the last month the average is just under four people active in the brain on a typical day, which is up a little on the previous quarter. So it's moving in the right direction, but I won't pretend it's anywhere near the fifteen seats.
- Hamish CrawfordJust under four, out of fifteen.
- Daniel OkaforYes. Fair to say that, and I'd rather you heard it from me than found it in a report.
- Fiona DrummondCan I add some colour there? It's the scheme relationship managers who use it, and it's really a core few. The others dip in when they've a trustee meeting coming up and want the whole picture on a scheme before they walk in. So the count on any one day looks low, but over a month more people have touched it.
- Hamish CrawfordThat's helpful, Fiona. But can we justify that to the board? Fifteen seats and a handful of people.
- Fiona DrummondI understand the question. I'd say the value shows up in the preparation time, not in the log-ins. But yes, I'd like more of the team using it, I won't dodge that.
- Daniel OkaforHow is the team finding it, Fiona, when they do use it? Is it the pages, the chat, the search?
- Fiona DrummondMostly asking it questions, honestly. Which schemes had a query open, who the trustee contact is, what was said on the last call. The ones who've tried it like it. The ones who haven't, haven't had the time.
Ailsa DunlopFrom the systems side, nothing to report. The four connectors have been loading every night, I check the refresh most mornings and it's been there before the working day starts. We've not raised a ticket for a good while.- Daniel OkaforThat matches what I see, Ailsa. No tickets in the last month at all, which on the one hand is a good sign and on the other, just to be candid, can mean people are not leaning on it much. So I'd read it alongside the usage.
- Hamish CrawfordLet's not rush to a conclusion either way. What would it take to get the other relationship managers using it?
- Daniel OkaforHonestly, I think a short session with them, on your own scheme data, using the questions they already ask before a client meeting. People tend to start when they see their own client appear in the answer. I could run that with Fiona, an hour or so, and Ailsa could make sure everyone has a login that works.
- Ailsa DunlopI can do that. A few of them have accounts they've never signed into, so I'd want to tidy that first.
- Priya RamanHappy to make this easy, so whatever you need from our side on scheduling, shout. And Hamish, I'd like us to be able to tell you a clear usage story well ahead of the renewal, so there are no surprises on either side.
- Hamish CrawfordThat would be welcome. I won't decide anything today, you understand, but I'd want a usage case in front of me before we talk about the next term.
- Daniel OkaforCompletely fair. Just to close the loop on what I'm hearing: we agree a session for the relationship managers, Ailsa tidies up the logins first, and I put together a plain summary of who has been asking what, so you can see it for yourself.
- Fiona DrummondCan the summary show it by scheme rather than by person? Hamish thinks in fee income per scheme, and I think that's the version that lands.
- Daniel OkaforI'll see what I can do on that. I'd want to be careful not to promise a cut that the data doesn't support, but I'll come back to you by the end of next week with what's possible.
- Hamish CrawfordThank you. That's all I had.
- Priya RamanLovely. Best to leave it there, then. Next date is the training session, and Daniel will send a few times.
- Daniel OkaforI will. Thank you all again. Have a good rest of the week, and keep dry.
- Fiona DrummondCheers, Daniel. Speak soon.
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