Kelvinhaugh Pension Services / BG-Demo – Check In
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Kelvinhaugh Pension Services · 24 Apr 2025 12:00
On the 24 Apr 2025 check-in, Fiona Drummond said she sees no reason to change anything at renewal. Monthly active users more than doubled on the previous quarter, with headroom left on forty licences.
What was said
What this says
As at Fri 9 Oct 2026On the 24 Apr 2025 check-in, Fiona Drummond said she sees no reason to change anything at renewal. Monthly active users more than doubled on the previous quarter, with headroom left on forty licences.
What happened: Fiona said relationship managers want a whole scheme's history before trustee meetings, and that the brain does this. Daniel Okafor reported monthly active users had more than doubled on the previous quarter.
Customer view: Fiona sees the usage rise as her answer to the partners' value question. She accepts there is headroom, and says people who have not started do not know where to look.
Commercial: Daniel confirmed Growth at £44k, matching the order form and invoices. Nothing was logged on support in the last month and invoices are settled.
Watch: Adoption is still a minority of licensed users. Fiona wants a short walkthrough on one scheme and a one-page usage summary for the partners.
Themes
As at Fri 9 Oct 2026Theme
Adoption growth, renewal outlook
Importance
renewal
Sentiment
positive
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 offer slots for a half-hour walkthrough on one scheme using the customer's own data, with Ailsa added.
- Daniel Okafor to send Fiona Drummond a one-page usage summary by early the following week.
- Fiona Drummond to send the list of managers to bring in next before the end of the month.
Risks
As at Fri 9 Oct 2026- Only eleven or twelve of forty licensed users are active in a month, so the partners may still question value.
- Managers who have not started are unsure where to look and may stay on spreadsheets.
Opportunities
As at Fri 9 Oct 2026- Fiona Drummond will name the next managers to bring in, widening adoption on the existing Growth licences.
- A one-page usage summary gives the champion a value case for the partners ahead of renewal.
Transcript
Daniel OkaforHello Fiona, good afternoon. Thank you for making the time. Can you hear me all right?
Fiona DrummondLoud and clear, Daniel. Afternoon. Sorry, I've got a sandwich in one hand, it's been that sort of day.- Daniel OkaforPlease, eat. I'm only grateful you're not dialling in from the car this time.
- Fiona DrummondHa, no, I learned my lesson. Right. So, what the partners asked me this week, since you always want to know. Two of the relationship managers wanted to know if they can pull up a whole scheme's history before a trustee meeting without asking three different people.
- Daniel OkaforAnd what did you tell them?
- Fiona DrummondThat they can, that's exactly what the brain is for, and that I've seen this work. They just hadn't tried asking it a proper question yet. So I sat with one of them for ten minutes and she was off.
- Daniel OkaforThat's lovely to hear. Just to close the loop on something from last time, the usage has moved quite a bit since then. The number of people active in a typical month has more than doubled compared with the previous quarter.
- Fiona DrummondHas it really? I felt it was busier, but I assumed that was just me nagging people.
- Daniel OkaforWell, the nagging seems to be working. We're averaging eleven or twelve people a month actively asking questions. Which on forty licensed users still leaves a lot of room, but it's a very different picture from a quarter ago.
- Fiona DrummondRight, right. Forty. Yes. So there's headroom, which is the polite way of saying we're paying for people who aren't using it.
- Daniel OkaforI wouldn't put it that way, honestly. I'd say you've got the first group who've adopted it and the next group still to come. How is the team finding it, day to day?
- Fiona DrummondMixed in a good way. The ones who use it, they love it. They stop mid-meeting prep and go, oh, it's all just there. The ones who haven't started are the ones who are hardest to pin down, because they're out at client sites half the week.
- Daniel OkaforMm. That's a common pattern with scheme teams. Is it the sites, or is it that nobody has shown them a first useful thing?
- Fiona DrummondSecond one, mostly. Who owns the client, that's what they ask. If they don't know where to look to see everything about one scheme, they'll go back to their spreadsheets. So I want to start with the partners who'll use it, and the managers who report in to them.
- Daniel OkaforThat makes sense to me. We could put together a short walkthrough built around one scheme, using your own data, so it's the thing they'd actually do before a meeting. Would that help?
- Fiona DrummondYes, very much. Keep it short. Half an hour at the most, or they'll drift off.
- Daniel OkaforHalf an hour, understood. I'll come back to you with a couple of options for slots once I've checked with the team on our side.
- Fiona DrummondPerfect. And Ailsa should be on that one, she'll want to know what we're asking people to do with their logins.
- Daniel OkaforOf course. I'll add her. On the support side, there's very little to report, which is the best sort of news. Nothing logged in the last month, nothing urgent, and your invoices are all settled.
- Fiona DrummondGood. I'd hate to be the one holding up accounts. They'd never let me hear the end of it.
- Daniel OkaforNot at all, you're very prompt. Now, one thing I wanted to ask, and tell me if it's too early. Your contract comes up in February, and I'd rather we talked about it gently now than in a rush later.
- Fiona DrummondNo, it's fine. Honestly, from where I sit I can't see why we'd change anything. The question I'd get from the partners is whether we're getting the value, and with these numbers going up I've got a decent answer.
- Daniel OkaforI'm glad. For your own records, you're on Growth, forty-four thousand a year, and that's what's on the order form and what's been invoiced, so there are no surprises there.
- Fiona DrummondGood, that matches what I have. Could you send me a one-page version of the usage? Something I can show the partners without them needing a login.
- Daniel OkaforYes, I'll put that together. Who's asking the questions, and how it's grown. I'll come back to you by early next week.
- Fiona DrummondLovely. And I'll give you a list of the managers I think we should bring in next. I'll try to do that before the end of the month.
- Daniel OkaforThat would be ideal. Is there anything else on your mind, anything that's been bothering the team?
- Fiona DrummondNo, nothing. Honestly it's a quiet one, in the nicest way. Talk soon, Daniel.
- Daniel OkaforThank you, Fiona. Best wishes, and I'll be in touch with that note and the slots. Bye for now.
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