Ardenmore Pension Administration / BB-Demo – Qbr
Callcompleted
Ardenmore Pension Administration · 2024-01-16 11:00
Quarterly review on Starter. Two or three people use the brain on a typical day, mostly Harjit Bains. Finance Director Elaine Turvey wants a usage case before the board and will not rush the 30 Aug 2024 renewal.
What was said
What this says
Current to 13 Oct 26Quarterly review on Starter. Two or three people use the brain on a typical day, mostly Harjit Bains. Finance Director Elaine Turvey wants a usage case before the board and will not rush the 30 Aug 2024 renewal.
What happened: Marcus Bell reviewed usage with Harjit Bains, Elaine Turvey and Sukhvinder Dhillon. Two or three people use it daily against fifteen licensed Starter users, roughly flat on the previous quarter.
Customer view: Harjit says it saves most of an afternoon of prep before each trustee meeting. Elaine asked whether it can be justified to the board when one person does most of the use.
Commercial: Tom Ashdown flagged the contract end of 29 Aug 2024 and renewal on 30 Aug 2024 at £20k. Elaine wants a proper usage case before putting anything to the board, and Tom agreed not to push.
Watch: Data is fresh with no tickets, so this is an adoption story and a key-person risk. A client team session, a one page usage summary and an inactive accounts list were agreed.
Themes
Current to 9 Oct 26Theme
Adoption concentrated in one user
Importance
renewal
Sentiment
mixed
Voice
decision-maker
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Marcus Bell to send session times by the end of the week and run a thirty minute client team session on a real scheme.
- Marcus Bell to send Elaine a one page usage summary and Sukhvinder the inactive accounts list.
- Harjit Bains to pick a scheme and invite Elaine Turvey to a prep session.
Risks
Current to 9 Oct 26- Most use sits with Harjit Bains, a key-person risk that makes the value hard to defend to the board on the Starter renewal.
- Elaine Turvey has said she will not take anything to the board without a proper usage case.
Opportunities
Current to 9 Oct 26- A client team session on a real scheme could widen use beyond one person and support the renewal case.
- Sukhvinder Dhillon's request for a list of inactive accounts shows interest in managing seats.
Transcript
Marcus Bell NoneHello, hello. Can everyone hear me alright?
Tom Ashdown NoneLoud and clear, Marcus. How's everyone's week been? Bit grim out there, isn't it.
Harjit Bains NoneCold, certainly. Good morning, all. I think Elaine is just waiting to be let in, I can see her in the lobby.
Elaine Turvey NoneSorry, sorry. Good morning. A meeting overran.
Sukhvinder Dhillon NoneMorning. I'm here, the camera is just being slow.- Marcus Bell NoneNo problem at all. Right, I'll share my screen and say what I want to cover. It's the quarterly review, so I've pulled the numbers on how the team has been using the brain, then I'd like to hear what's working and what isn't, and then we can talk about what happens as we head towards the renewal. Happy to go wherever you'd like though. Can you see that okay?
- Harjit Bains NoneYes, we can see it. Lovely and clear.
- Elaine Turvey NoneCan I start with adoption, if that's alright? Who is actually using it? That's really what I want to understand today.
- Marcus Bell NoneFair question, and it's the right place to start. So, over the last month, it's a small group. Two or three people on a typical day, and it's been roughly flat against the previous quarter. Not up, not down. You've got fifteen licensed users on the Starter plan, so most of those seats are not being touched in a given week.
- Elaine Turvey NoneFifteen. Right. And two or three are using it.
- Marcus Bell NoneOn a typical day, yes. Over a month there are a few more who dip in. I don't want to dress it up.
- Tom Ashdown NoneIf I can jump in, Elaine, it's worth saying that's not unusual for a first full year on Starter. Teams tend to have one or two people who really lean on it, and the question is whether that's the right two people. Marcus, who's asking most of the questions?
- Marcus Bell NoneMostly Harjit, I'd say, and then Sukhvinder for the checking side. The questions asked each month have been steady. Mainly about scheme records, member queries, what's been said to a client in the past.
- Harjit Bains NoneThat's right, I do use it a lot. Honestly, mostly before trustee meetings. I'll ask what has been raised with a scheme in the last few months, what the open member queries are, whether anything was promised that we haven't followed up. It means I walk in with the facts.
- Elaine Turvey NoneAnd is that saving time, Harjit? Or is it just a nicer way of doing what you did before?
- Harjit Bains NoneIt's saving time. Before, I'd be going through the shared mailbox, the call notes and the scheme folders, and that's the best part of an afternoon for each meeting. Now it's much quicker. What will the trustees ask? I can get to that in a few minutes and then spend my time on the answer.
- Elaine Turvey NoneI understand. I just need to be able to say that to the board. Can we justify that to the board when it's one person doing most of it?
- Marcus Bell NoneThat's a fair challenge, and I think it's the honest read of the numbers. The value is real for Harjit's work, but it's concentrated. If we want it to be a stronger case, it needs to be in more hands in the client team.
- Tom Ashdown NoneWhich is, no drama, the thing to focus on this quarter, rather than the contract.
- Sukhvinder Dhillon NoneCan I add something from the admin side? The connectors have been quiet, in a good way. The nightly refresh has completed every morning as far as I can tell, and we've not had to raise a ticket. So the data is fresh, it's just that not many people are looking at it.
- Marcus Bell NoneYes, that matches what I see. No tickets in the last month, nothing high priority, and the records indexed have kept moving, so it's not a stale data story. It's an adoption story.
- Elaine Turvey NoneMm. That's at least straightforward.
- Harjit Bains NoneCan I be candid? Part of the problem is that the rest of my team still think of it as my tool. They see me using it and assume it's complicated, or that it needs setting up. And in January everyone is flat out with year end schemes.
- Marcus Bell NoneThat's really useful to hear. One thing I can do is run a short session for the client team, thirty minutes, on a real scheme, so they see the kind of question that works. Not a product tour. Shall we book that?
- Harjit Bains NoneI'd welcome that. If it was on an actual scheme with a meeting coming up, they'd see the point straight away. Let me pick one.
- Elaine Turvey NoneAnd what would success look like? If we did that session, what would I see in a quarter's time?
- Marcus Bell NoneMore people asking questions, and a rise in questions asked overall. I'd put it in a one page summary so you're not relying on my say so. Who's asking, how often, which schemes.
- Elaine Turvey NoneA page would be good. Short, please. I'm not going to read a report.
- Marcus Bell NoneUnderstood. One page.
- Tom Ashdown NoneWhile we're here, Elaine, can I just mention the timing so nobody's surprised. Your contract runs to 29 Aug 2024 and the renewal date is 30 Aug 2024. That's the Starter plan at nineteen and a half thousand, which is what's on the order form and what you've been invoiced. All paid, nothing outstanding. There's nothing to decide today, I just want us to have a good picture well before then.
- Elaine Turvey NoneThank you, Tom. Let's not rush. I'd rather see how the next few months go and have a proper usage case before I put anything to the board.
- Tom Ashdown NoneCompletely fair. I'll not push it. Leave the paperwork with me and we'll get something in the diary nearer the time.
- Harjit Bains NoneIf I may, Elaine, I would like you to see for yourself how it gets used before a meeting. Perhaps you could join one of the prep sessions?
- Elaine Turvey NoneI'd be happy to sit in on one. Send me a time, Harjit.
- Marcus Bell NoneBrilliant. Sukhvinder, anything on your side you'd like from us? Access, permissions, anything awkward?
- Sukhvinder Dhillon NoneOne thing. I'd like a list of who has an account but hasn't logged in lately, so I can see who needs a nudge and who doesn't need a seat. Is that something you can export?
- Marcus Bell NoneYes, I can send that over. I'll put it with the summary so it's all in one email.
- Sukhvinder Dhillon NoneGreat, thank you. That's all from me.
- Harjit Bains NoneSo, to be clear, what are we agreeing? I'll choose a scheme with a trustee meeting coming up and we'll run the session for the client team.
- Marcus Bell NoneYes. I'll send a couple of possible times by the end of the week, Harjit picks the scheme, and I'll follow it with the one page summary and the inactive accounts list for Sukhvinder.
- Elaine Turvey NoneAnd I'll join one prep session. Then we review before anything is decided.
- Tom Ashdown NoneSounds like a plan. Anything else from anyone? No? Thanks all, appreciate your time. Look after yourselves in this weather.
- Harjit Bains NoneThank you, everyone. Kind regards.
- Elaine Turvey NoneThank you. Goodbye.
- Marcus Bell NoneThanks, all. Speak soon.
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