Lornefield Pensions Administration - QBR
Documentfinal Lornefield Pensions Administration · qbr_deck · final · 2025-02-02
Final quarterly business review for Lornefield Pensions Administration on the Growth tier at £44k contracted, with 40 licensed users. Active users are around eleven, slightly down. The term ends 2 Apr 2025, so it sets up the renewal conversation.
What it says
What this says
Current to 13 Oct 26Final quarterly business review for Lornefield Pensions Administration on the Growth tier at £44k contracted, with 40 licensed users. Active users are around eleven, slightly down. The term ends 2 Apr 2025, so it sets up the renewal conversation.
What it is: a customer-facing QBR prepared by Daniel Okafor, Customer Success Manager, dated 2 Feb 2025. It says Lornefield has been a customer since 3 Apr 2023 and was a Year 1 design partner.
Commits: Growth service levels apply, with "service credits for availability only". The deck names the term end as 2 Apr 2025 and lists a renewal proposal owned by Nell Ashcombe, account owner, to follow the review.
Unusual: usage is "Around eleven" active users against 40 licensed, with a small fall on the prior quarter. One high priority ticket was raised in the last 30 days, and the deck gives no detail of it.
Not settled: no measured value figure is given ("We have not put a measured value figure on this quarter"). The deck does not show the ticket's cause or resolution, or whether the renewal went ahead. It is nearly two years old, so it is not a current view of the account.
As found in this document
Current to 9 Oct 26- Date end2 Apr 2025Source: object_read:doc_005_015
- Date renewal2 Apr 2025Source: object_read:doc_005_015
- Date start3 Apr 2023Source: object_read:doc_005_015
- Price£44,000Source: object_read:doc_005_015
- Service levelsGrowth service levels apply: availability and first-response commitments for the tier, with service credits for availability only.Growth service levels apply: availability and first-response commitments for the tier, with service credits for availability only. · Source: object_read:doc_005_015
- Licensed users40Source: object_read:doc_005_015
- Current term end2 Apr 2025Source: object_read:doc_005_015
The document
Body
Lornefield Pensions Administration - QBR
Quarterly business review, prepared for the Lornefield team by Daniel Okafor, Customer Success Manager, BB-Demo
Review date: 2 Feb 2025 Status: Final, version 1
1. Where we are
Lornefield has been a BB-Demo customer since 3 Apr 2023 and was one of our Year 1 design partners. You are on the Growth tier at £44k annual recurring revenue (contracted), with 40 licensed users. The current term ends on 2 Apr 2025, so this review also sets up the renewal conversation.
The brain was bought to give scheme-relationship managers one view of trustee calls, member-query tickets and fee invoices. That is still the yardstick for everything below.
2. Usage this quarter
| Measure | What we see | Reading |
|---|---|---|
| Active users (30-day average) | Around eleven | Steady core group, well under the 40 licensed users |
| Change on the prior quarter | A small fall | Worth a conversation, not an alarm |
| Licensed users | 40 | Plenty of headroom |
Read the whole document (3,309 characters)
A small dip against the previous quarter is something we want to understand rather than explain away. Headroom of this size usually means one or two teams are using the brain heavily and others have not yet been shown how it fits their week. How is the team finding it? That is the question I would like to leave with you.
3. Value delivered
- Scheme-relationship managers can look across trustee calls, member-query tickets and fee invoices in one place instead of reconciling them by hand.
- As a design partner, Lornefield shaped how the Growth tier handles this kind of mixed view, and that work is part of what the product does today.
- We have not put a measured value figure on this quarter. If it would help, I would like to agree with you two or three examples of questions the brain now answers that used to take a meeting, and write those up for your own use.
4. Support and service
- One ticket was raised in the last 30 days, and it was marked high priority.
- There are no overdue invoices on the account.
- Growth service levels apply: availability and first-response commitments for the tier, with service credits for availability only.
Just to close the loop on the ticket: it is logged and I will make sure you have a clear written summary of what happened and how it was resolved.
5. Plan for the next quarter
| Action | Owner | Timing |
|---|---|---|
| Review who is and is not using the brain, by team | Daniel Okafor with Lornefield leads | Before the renewal discussion |
| Short refresher session for scheme-relationship managers not yet active | Daniel Okafor | Over the coming weeks |
| Agree a few concrete value examples to record | Daniel Okafor with Lornefield | Before the renewal discussion |
| Renewal proposal for the term ending 2 Apr 2025 | Nell Ashcombe, account owner | Follows this review |
6. Open questions for Lornefield
- Which teams should be using the brain that currently are not?
- Are there new schemes or trustee relationships coming on that would change how many people need access?
- Is there anything on the connector side that has changed in your own systems that we should know about?
I'll come back to you by the end of next week with the summary on the ticket and a suggested date for the refresher.
Best wishes, Daniel
Unusual terms
Current to 9 Oct 26- Year 1 design partner
- Active users well under licensed users