Kelvinhaugh Pension Services / BG-Demo – Renewal
Callcompleted
Kelvinhaugh Pension Services · 22 Dec 2025 13:00
Renewal call on 22 Dec 2025. Priya Raman confirmed Growth at the same £44k. Hamish Crawford asked about fewer seats, would not commit, and will take the usage summary to the board.
What was said
What this says
As at Fri 9 Oct 2026Renewal call on 22 Dec 2025. Priya Raman confirmed Growth at the same £44k. Hamish Crawford asked about fewer seats, would not commit, and will take the usage summary to the board.
What happened: Daniel Okafor hosted the call with Priya Raman, Hamish Crawford, Fiona Drummond and Fraser McAllister. It was framed as a conversation, not a decision call.
Customer view: Hamish wants value shown, not described, and asked whether fewer seats would be sensible given about eleven daily users. Fiona defended the value for relationship managers and offered to find out who really uses it.
Commercial: Priya said the renewal is the same Growth subscription at the same £44k, annual in advance on thirty-day terms. Fraser confirmed nothing is outstanding on payment.
Watch: No decision was made. The seat count is open, and the board will look at the usage summary first.
Themes
As at Fri 9 Oct 2026Theme
Renewal, seat count query
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 Hamish and Fiona a usage summary by team and month in the first week of January.
- Priya Raman to send the renewal order form at the same £44,000 for the board.
- Fiona Drummond to ask relationship managers who uses the brain weekly and whether quiet seats are needed.
Risks
As at Fri 9 Oct 2026- Hamish Crawford asked whether fewer seats would be sensible, which could reduce the Growth subscription.
- The renewal is not agreed and depends on a board review of the usage summary.
Opportunities
As at Fri 9 Oct 2026- Payment is on time and the customer accepts annual billing in advance, so the relationship is commercially sound.
- Fiona Drummond is willing to speak for the users who rely on the brain, which supports a value case.
Transcript
Daniel OkaforHello, hello. Can everyone hear me alright? Thank you all for making the time, I know it's the week before Christmas and diaries are in a state. Let me just check who has joined.
Hamish CrawfordGood afternoon, Daniel. Yes, I can hear you.
Fiona DrummondHi Daniel, hi everyone. I'm here. I think Fraser is still hunting for the link.
Fraser McAllisterHere now, sorry. Good afternoon. I had the wrong invite open.
Priya RamanHi all, Priya here too. Just a quick recap so we keep momentum: the current term runs to 8 Feb 2026, the renewal date on the paperwork is 9 Feb 2026, and if we can get this over the line by 5 Jan 2026 that would be lovely. Happy to make it easy for everyone.- Daniel OkaforThanks, Priya. And just so everybody knows, this is a conversation rather than a decision call. I'd like to look at how the team has been using the brain this year, then talk through the renewal and anything you need from us. Is that alright, Hamish?
- Hamish CrawfordYes, that's fine. Can I begin with the obvious question? Who is actually using it?
- Daniel OkaforFair question, and I'm glad you asked it first. You have forty licences on Growth. Over the last month, about eleven people have been active on an average day. That's a touch lower than last quarter, a few percent, nothing dramatic, and over the holiday weeks I'd expect it to dip a little further.
- Hamish CrawfordEleven out of forty.
- Daniel OkaforYes. I won't dress that up. The core group is the scheme relationship managers, and they come in before client meetings and pull the whole picture of a scheme in one go. Fiona can say more about that than I can.
- Fiona DrummondI've seen this work, Hamish. A relationship manager goes into a trustee meeting knowing the recent queries, the open actions, who said what last time, without ringing round three people first. That is the part that has really stuck. Is every one of the forty seats in daily use? No. A good few of those were handed out to wider teams and they never quite took it up.
- Hamish CrawfordMm. And can we justify that to the board? Forty seats for eleven people.
- Fiona DrummondI'd say we justify the value first and then look honestly at the seats. Those are two different conversations.
- Daniel OkaforIf I can add one thing. It has been a quiet, stable year on the support side. One ticket in the last month, a routine one, and nothing urgent. So I'd describe it as steady rather than struggling, but I take the point that steady is not the same as showing its worth.
- Hamish CrawfordQuite. My yardstick is fee income per scheme, and overheads. If this tool is helping the scheme managers keep that up, I'd like to see it shown. Not described. Shown.
- Daniel OkaforThat's reasonable. What I can do is put together a short usage summary by team and by month, with who is asking the questions and what they're asking about, so you have something plain to put in front of the board. I'll come back to you with that in the first week of January.
- Hamish CrawfordThat would help. Thank you.
- Priya RamanAnd on the commercial side, so there are no surprises: this renewal is the same Growth subscription at the same £44,000 a year. No change to the price on this one. I'll send over the renewal order form so Hamish has the actual document in front of him.
- Fraser McAllisterCan I just check the practical side from my end? Invoiced annually in advance, same as before, thirty-day terms?
- Priya RamanYes, same pattern as this term. Annual in advance, thirty-day terms. If you'd prefer quarterly we can talk about that, it's available on request.
- Fraser McAllisterAnnual is fine, I just wanted it confirmed. Nothing outstanding on our side that I'm aware of.
- Daniel OkaforNo, nothing overdue, and thank you for that, Fraser. It makes everybody's life easier.
- Hamish CrawfordCan I ask, would it be sensible to carry fewer seats? If eleven are using it.
- Daniel OkaforIt's a sensible thing to ask. Growth is built for several teams, so it's sized with room to grow. If the usage picture says a different shape of contract fits you better, I would rather say so openly than have you pay for something you don't use.
- Priya RamanLet's see the usage summary first, Hamish, and then we can talk about whether anything about the shape of it needs to change. I wouldn't want to get ahead of the evidence.
- Hamish CrawfordGood. Let's not rush. I'm not in a position to say yes or no today, and I'd rather be clear about that. I'll look at the summary and then take it to the board.
- Daniel OkaforUnderstood, and that's absolutely fine. Just to be clear on the timing too: there's no cliff edge on 5 Jan 2026. The term runs to 8 Feb 2026, so there's room for the board to look at it properly.
- Fiona DrummondSomething I can do on my side. I'll ask the relationship managers who is genuinely in there every week and who isn't, and whether the quiet seats are needed for anyone. Who owns the client matters here, so I'd like the people who actually use it to speak for it.
- Hamish CrawfordThat would be useful, Fiona. Thank you.
- Daniel OkaforLovely. Just to close the loop on who is doing what. I'll send the usage summary to Hamish and Fiona in the first week of January. Priya sends the renewal order form for the same £44,000 so there's a document to take to the board. Fiona asks the relationship managers who is using it and whether the quiet seats are needed. Fraser, nothing needed from you for now.
- Fraser McAllisterThat suits me.
- Hamish CrawfordThank you, all of you. Happy Christmas.
- Priya RamanHappy Christmas, everyone. Speak in the new year.
- Fiona DrummondThanks, all. Have a good break.
- Daniel OkaforThank you all for your time. Best wishes to everyone and enjoy the holiday.
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