Lornefield Pensions Administration - QBR
Documentfinal Lornefield Pensions Administration · qbr_deck · final · 2026-01-27
Final QBR dated 27 Jan 2026 for a Growth customer with 40 licensed users and £44k contracted annual recurring revenue. It flags falling active users and a term ending on 2 Apr 2026. It is a review, not a contract.
What it says
What this says
Current to 13 Oct 26Final QBR dated 27 Jan 2026 for a Growth customer with 40 licensed users and £44k contracted annual recurring revenue. It flags falling active users and a term ending on 2 Apr 2026. It is a review, not a contract.
What it is: a quarterly business review by Daniel Okafor, Customer Success Manager, reviewed on 27 Jan 2026. It states "usage has softened" and active users are fewer than a quarter of the licensed users.
Commits: nothing contractual. It sets out a plan of actions for Daniel Okafor and a renewal discussion with the economic buyer, led by Nell Ashcombe with Daniel.
Risks: "a shrinking active group makes the brain harder to justify at renewal", and the term ends on 2 Apr 2026. The deck says there is no evidence of dissatisfaction with the answers, and no overdue invoices.
Not settled: which teams have stepped back, who the regular users are, and whether the renewal went ahead. The deck gives no price for renewal and no outcome. Its figures are as at 27 Jan 2026 and are now stale.
As found in this document
Current to 9 Oct 26- Date end2 Apr 2026Source: object_read:doc_005_021
The document
Body
Lornefield Pensions Administration - QBR
Quarterly business review, prepared by Daniel Okafor, Customer Success Manager, BB-Demo. Review date: 27 Jan 2026. Status: Final.
Where we are
- Tier: Growth, with 40 licensed users.
- Contracted annual recurring revenue: £44k.
- Customer since 3 Apr 2023, as a design partner in the first year of the brain.
- Current term ends on 2 Apr 2026.
- Purpose of the brain at Lornefield: one view for scheme-relationship managers across trustee calls, member-query tickets and fee invoices.
This quarter I want to be open about one thing first: usage has softened, and I would rather we talk about it together than leave it unsaid.
Usage
| Measure | Reading | Direction |
|---|---|---|
| Licensed users | 40 | Unchanged |
| Active users, 30-day average | Fewer than a quarter of the licensed users | Down |
| Change against the prior quarter | Roughly a fifth fewer active users | Down |
What this tells us:
Read the whole document (3,153 characters)
- Most of the licence is not being used on a regular basis, so the brain is reaching a smaller group than it was designed for.
- The fall is steady rather than a single sharp drop, which usually points to habit and not to a technical fault.
- We do not yet have a view of which teams have stepped back. That is the first thing to establish with the team.
Value
- The original case was fewer hours spent reconciling trustee calls, member-query tickets and fee invoices by hand.
- That value depends on people asking the brain questions. With fewer active users, fewer questions are being asked, and the benefit is spread thinner.
- I have not seen evidence this quarter of dissatisfaction with the answers themselves. The evidence we hold shows less use, not worse results.
Service and support
- Two tickets were raised in the last 30 days.
- None was high priority.
- There are no overdue invoices on the account.
A quiet support queue alongside falling usage can mean the team is simply getting on with other things. Equally, it can mean people have stopped trying. I would like to understand which it is.
Risks to talk through
- Adoption: a shrinking active group makes the brain harder to justify at renewal.
- Timing: the current term ends on 2 Apr 2026, so the renewal conversation is close.
- Key people: we should confirm who the regular users are and whether anyone has moved on or changed role.
Proposed plan
| Action | Owner | Timing |
|---|---|---|
| Short conversation with scheme-relationship managers on what is and is not working | Daniel Okafor | Over the next couple of weeks |
| Refresher session on asking questions across calls, tickets and invoices | Daniel Okafor | Once the conversation above is done |
| Review of connectors and data freshness, to rule out anything technical | Daniel Okafor, with the BB-Demo support team | Next week |
| Renewal discussion with the economic buyer | Nell Ashcombe, with Daniel Okafor | Ahead of the end of the term |
Just to close the loop: I will come back to you with what I learn from the team conversations, and we can then agree what the renewal conversation should cover.
Best wishes, Daniel