Kelvinhaugh Pension Services / BG-Demo – QBR
Callcompleted
Kelvinhaugh Pension Services · 8 Dec 2025 12:45
Quarterly review on 8 Dec 2025. Finance Director Hamish Crawford wants firmer proof of value than anecdote before the Growth renewal. Use is concentrated in a few people, and there is one admin.
What was said
What this says
As at Fri 9 Oct 2026Quarterly review on 8 Dec 2025. Finance Director Hamish Crawford wants firmer proof of value than anecdote before the Growth renewal. Use is concentrated in a few people, and there is one admin.
What happened: Daniel Okafor ran the quarterly review with Fiona Drummond, Hamish Crawford and Ailsa Dunlop. Active users were under a third of the forty Growth licences, and questions asked were rising.
Customer view: Fiona values the whole-client picture for relationship managers. Hamish called that anecdote and wants something he can justify to the board.
Commercial: Hamish said the renewal conversation with Priya Raman is underway and he wants the usage case first. The contract runs to 8 Feb 2026 and the renewal date is 9 Feb 2026.
Watch: Most questions come from a handful of people, so there is a key-person risk. Ailsa is the only admin, and no second admin has been named yet.
Themes
As at Fri 9 Oct 2026Theme
Adoption gap, 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 the value summary and admin notes by the end of the week of the call.
- Daniel Okafor to run a second adoption session for newer relationship managers, with names from Fiona Drummond.
- Daniel Okafor to check which sources are connected and answer the partners' question.
Risks
As at Fri 9 Oct 2026- Under a third of the forty Growth licences are in regular use, so the Finance Director may question the seat count at renewal.
- Questions asked are concentrated in a handful of people, a key-person risk.
- Ailsa Dunlop is the only admin and no second admin has been named.
Opportunities
As at Fri 9 Oct 2026- Dashboards builder usage by team or scheme can give the board concrete evidence of use.
- Fiona Drummond's partners want a view across all of a scheme's contacts, which may deepen use if more sources are connected.
Transcript
Daniel OkaforHello, can everyone see and hear me? Wonderful. Thank you all for making time over lunch, I hope somebody has managed a sandwich. Let me just check who has joined: Fiona, Hamish and Ailsa. Good, that's the full group.
Ailsa DunlopHello. Yes, I'm eating at my desk, so apologies in advance if I go quiet.
Fiona DrummondHello, Daniel. It's been a week of the partners asking what everybody on the client teams is up to, so a quarterly review is well timed.
Hamish CrawfordGood afternoon. If it's alright, I'd like to begin with adoption. Who is actually using it?- Daniel OkaforOf course, that's exactly where I'd planned to start, so thank you, Hamish. Let me share my screen. You should see the usage view now. Over the last thirty days the average has been a little under twelve active users, against forty licensed. That's up by a touch over a tenth on the previous quarter. So it's growing, but gently.
- Hamish CrawfordGently is a fair word. And the forty? We're paying for forty.
- Daniel OkaforYou are, yes. I'm not going to pretend that the gap isn't there. Growth gives you forty users, and you're using under a third of them regularly. I'd rather we looked at that together honestly than have you find it on your own. Where I'd put the emphasis is on who the users are and what they're asking, which is the better test of value. Can I show you that?
- Hamish CrawfordPlease do.
- Daniel OkaforSo this is questions asked, month on month. You can see the line rising across the quarter. The majority come from a handful of people in scheme relationships, and a smaller number from finance. I'll be straightforward, that concentration is something I'd watch. If one or two of those people were away, or moved on, the volume would drop noticeably.
- Fiona DrummondThat doesn't surprise me. The ones who've taken to it have really taken to it. The others haven't been shown it properly. I'd put my hand up for that, as the person who introduced it to the team. We did a good launch and then we got busy.
- Daniel OkaforI wouldn't put it like that, Fiona. It's the normal pattern. A launch, a busy period, and then a second push is needed. That's what a quarterly review is for. How is the team finding it, day to day? What do they say to you?
- Fiona DrummondThe relationship managers say the thing they value is walking into a meeting and knowing the whole picture. Who owns the client, what's been said, what's still open. One of them told me last week she'd stopped keeping her own notes spreadsheet. She didn't think it would happen.
- Hamish CrawfordThat is anecdote, though. I don't say that to be unkind. Can we justify that to the board? If I'm asked what the business got for the licence, I'd need something firmer.
- Daniel OkaforThat's right, and I take the point. Let me suggest two things. One, the dashboards builder, which is part of Growth. It lets you build views of your own, say usage by team, or questions by scheme, so you have something that shows the use without relying on me. Two, I can produce a short value summary for you before the renewal discussion. Ailsa, you've set up a few of these, haven't you?
- Ailsa DunlopA couple, yes. Nothing very clever. There's one that shows which relationship managers have asked something this week. I mainly use it to see who might need help. I haven't built anything for finance yet.
- Daniel OkaforThat's more than many customers have done, honestly. Building dashboards shows real investment on your side. Could I ask, Ailsa, how are you finding the admin side? Adding users, removing leavers, that sort of thing.
- Ailsa DunlopIt's fine. Straightforward, mostly. I'm the only one who does it, though, which I suppose isn't ideal. If I'm off, nobody else can add a person. I mentioned it in one of the tickets, I think.
- Daniel OkaforThank you, that's worth noting. Just to close the loop on tickets, there have been two in the last month. Nothing high priority, both resolved without difficulty. One was a how-to on the dashboards builder, I believe, and the other a question about the nightly refresh. Does that match your memory, Ailsa?
- Ailsa DunlopYes, that's about right. The refresh one was only because I wanted to understand when data arrives. Someone had asked me in the morning and I couldn't say. It was answered quickly.
- Hamish CrawfordWhat is the answer, then? For my own benefit.
- Daniel OkaforThe brain refreshes overnight, and it should be complete by seven in the morning your time on business days. So by the time people arrive, they're looking at the previous day's picture. If someone ever finds it's behind, that's something to tell us about straight away.
- Ailsa DunlopRight, that's what I'd noted, I just wanted it confirmed. Thanks.
- Fiona DrummondCan I ask about something a bit different? The partners have asked me whether it can help them see across all of a scheme's contacts, not just the relationship managers' view. I don't know if that's a product question or a how-to question.
- Daniel OkaforIt might be both. The brain brings together what's connected, so the more of your sources are feeding it, the fuller that view becomes. I wouldn't want to guess at what's possible for your particular set-up on a call. Let me look at which of your sources are connected and come back to you, so I give you a proper answer.
- Fiona DrummondThat would be great. I don't want to promise the partners something and then have to retract it.
- Hamish CrawfordDaniel, I should say, I know the renewal conversation is already underway with Priya. I don't want to pre-empt it here. But I'd like to be clear that what I've seen today is helpful, and that I would still want the usage case first. Let's not rush.
- Daniel OkaforUnderstood, and thank you for being clear. I'll keep this review and the renewal in step, so you're not getting two separate stories. The contract runs to 8 Feb 2026 and the renewal date is 9 Feb 2026, so there's time to do it carefully.
- Hamish CrawfordGood. That's all I wanted to say.
- Daniel OkaforSo, let me pull the threads together. A few things to take away. First, a second push on adoption, a short session for the newer relationship managers, and possibly one for finance. Second, a value summary from me before the renewal, with questions asked, who is asking, and what the dashboards show. Third, Ailsa, a conversation about a second admin so you're not the single point. And fourth, I'll check which sources are connected and what that means for the partners' question, Fiona.
- Fiona DrummondThat's a good list. I'd start with the partners who'll use it, the ones who are most engaged, and build out from there. I'll nominate a couple of names for the session.
- Ailsa DunlopFine by me for the second admin. I'd need to ask who, though. I'm not sure that's a decision I can make.
- Hamish CrawfordPut a name to me and I'll look at it. It's not a cost issue, I assume?
- Daniel OkaforNo, not at all. Admin rights are part of what you already have, it's just a matter of who. I'll send a short note on how it works so you have it to hand.
- Hamish CrawfordThank you.
- Daniel OkaforIs there anything I haven't covered? Anything about the last quarter that you wanted to raise and we haven't touched?
- Fiona DrummondNothing from me. It's been a constructive hour, really. Well, forty minutes or so.
- Ailsa DunlopNothing for now. Thanks, Daniel.
- Daniel OkaforThen thank you all very much for your time. I'll come back to you by the end of the week with the value summary and the notes on admin. Enjoy the rest of your afternoon. Best wishes, all.
- Fiona DrummondThanks, Daniel. Speak soon.
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