Ardenmore Pension Administration / BG-Demo – Renewal
Callcompleted
Ardenmore Pension Administration · 6 Jun 2024 10:00
On 6 Jun 2024 Elaine Turvey asked who actually uses the brain, with six or seven active of twenty-five licences. She will not decide yet and wants a written usage case before the 29 Aug 2024 term end.
What was said
What this says
As at Fri 9 Oct 2026On 6 Jun 2024 Elaine Turvey asked who actually uses the brain, with six or seven active of twenty-five licences. She will not decide yet and wants a written usage case before the 29 Aug 2024 term end.
What happened: Marcus Bell reported six or seven active users against twenty-five licences. Elaine challenged whether that can be justified to the board.
Customer view: Elaine was courteous but guarded. She will not decide on the day and wants a usage case in writing, kept to about a page.
Commercial: Tom Ashdown confirmed the order form is for £23k a year, all paid on time. The term ends 29 Aug 2024, he intends to keep Ardenmore on Starter, and he will confirm terms in writing.
Watch: Elaine hinted that the most positive user also has the most to say, a key-person risk. A high priority ticket was deferred to the written summary. Paula Mortimer may be a route to the finance side.
Themes
As at Fri 9 Oct 2026Theme
Licence value questioned at renewal
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- Marcus Bell sends a one-page usage summary and the support detail by the end of the following week.
- Tom Ashdown confirms the renewal terms in writing.
- Marcus and Paula Mortimer find a time to look at the finance side.
Risks
As at Fri 9 Oct 2026- Only six or seven of twenty-five licensed users are active, and Elaine asked whether that can be justified to the board.
- Elaine hinted that one enthusiastic user carries much of the usage, a key-person risk.
- Elaine will not decide until she has seen a usage case and taken it to colleagues.
Opportunities
As at Fri 9 Oct 2026- Paula Mortimer does fee reconciliations and could be shown what the brain offers on the finance side.
- More of the account managers could use the licences already held, which Marcus can help with.
Transcript
Marcus BellMorning, all. Can everyone hear me alright? I'll share my screen in a second, just let me find the right window.
Elaine TurveyGood morning. Yes, we can hear you.
Paula MortimerMorning. All fine this end.
Tom AshdownMorning, both. How's your week been so far? Proper grey one in Birmingham, I'd imagine, it's raining here and I'm not even in the right city.- Elaine TurveyRather damp, yes. And busy. We have the month-end schedules going out, so Paula and I are a little stretched, I'm afraid.
- Tom AshdownNo drama, we'll keep it tight. Marcus, I'll let you run it, it's your numbers.
- Marcus BellThanks, Tom. So what I want to cover this morning is where you are on usage, how the last couple of months have gone on support, and then the renewal itself, which is end of August. Happy to stop if anything's unclear.
- Elaine TurveyBefore you start, if I may. Who is actually using it at the moment? That is really what I need to take to the board.
- Marcus BellFair question, and I've pulled the numbers for exactly that. You have twenty-five licensed users. In a typical month you've got about six or seven people actually active. That's a little up on the previous quarter, not a big jump, but moving the right way.
- Elaine TurveySix or seven out of twenty-five.
- Marcus BellYeah. I won't dress it up. It's a core group, mostly the client relationship team, and they use it regularly. The rest of the licences are headroom.
- Elaine TurveyHeadroom is a kind way of putting it. Can we justify that to the board? Twenty-five licences for a handful of people.
- Tom AshdownIf I can jump in, Elaine, that's a reasonable thing to ask and I'd rather you asked it. The way I'd look at it is, the licences were sized for the whole team when you started, back on 30 Aug 2023. The people who use it do use it. The question is whether more of your account managers should be in there, and that's something Marcus can help with rather than me trying to sell you something.
- Paula MortimerFrom my side, I'm not in the system much. I tend to get things second hand from the relationship team. Would it be useful for me to have a look? I do the fee reconciliations.
- Marcus BellHonestly, yes, Paula. I'd be happy to jump on a call and show you what's in there on the finance side. It might not be a fit, but it's easy to find out.
- Elaine TurveyLet's not rush that. One thing at a time.
- Marcus BellOf course. Right, support. There were a couple of tickets over the last month. One of them was marked high priority. I'll put the detail in a written summary for you rather than read it all out now, if that's alright.
- Elaine TurveyThat would be better, yes. In writing.
- Paula MortimerCan I ask about invoices, while we are at it? I want to make sure nothing is outstanding on your side before the renewal comes up.
- Marcus BellNothing overdue as far as I can see. Tom, you'd know better on the paperwork.
- Tom AshdownNothing overdue, no. All paid on time, which is appreciated. And just so we're all looking at the same page, the order form is for £23,000 a year, and that's what's been invoiced. The current term runs out on 29 Aug 2024, with the renewal date being 30 Aug 2024.
- Elaine TurveyThank you. And for the renewal, what are you proposing? The same?
- Tom AshdownWell, I'll be straight with you, I don't want to quote anything from memory. I'll confirm the exact terms in writing. But the intention is to keep you on Starter and keep it simple. Leave that with me.
- Elaine TurveyI should say, I will not be deciding anything today. I would like to see a proper usage case first, and then I'll need to take it to my colleagues.
- Tom AshdownCompletely understood. We've got a date pencilled for 12 Aug 2024 on our side, but that's only so we have something in the diary. It isn't a deadline you have to hit.
- Elaine TurveyNoted. I will say the client relationship team have been positive. Though, the person who is most positive is the one who has the most to say, if you see what I mean.
- Marcus BellI do, yeah. That's one thing I'd want to keep an eye on, that it's not resting on one or two people. I could include in the summary who is asking what, in general terms, without going into anything sensitive.
- Elaine TurveyPlease do. In general terms is fine.
- Paula MortimerAnd if you could keep the summary to a page or so. Elaine will want to forward it.
- Marcus BellShort and plain, that's how I'll do it. I'll get it to you both by the end of next week. Does that work?
- Elaine TurveyThat works. We can look at it the week after and then speak again.
- Tom AshdownBrilliant. Shall we book something in now, so it doesn't drift? Another half hour, once you've had a read.
- Elaine TurveyPlease send an invitation and I will accept it if the date suits.
- Marcus BellWill do. So, to recap. I send the usage summary and the support detail by the end of next week. Tom confirms the renewal terms in writing. Paula and I find a time to look at the finance side. And Elaine takes it away and we speak again.
- Paula MortimerThat's everything I have.
- Elaine TurveyThank you both. Goodbye for now.
- Tom AshdownCheers, all. Speak soon.
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