Lornefield Pensions Administration / BG-Demo – Check In
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Lornefield Pensions Administration · 23 Apr 2024 14:00
Imogen Hartley, Head of Data, reports the brain is being used before trustee calls and active users have more than doubled. Member services is sceptical, and she needs a plain value case for the board before next April's renewal.
What was said
What this says
As at Fri 9 Oct 2026Imogen Hartley, Head of Data, reports the brain is being used before trustee calls and active users have more than doubled. Member services is sceptical, and she needs a plain value case for the board before next April's renewal.
What happened: Daniel Okafor ran a short check-in with Imogen alone. She said scheme-relationship managers now ask the brain things before ringing a trustee, and that usage has not faded.
Customer view: Imogen is using only a fraction of the forty seats, so her aim is habit, not a bigger licence. Member services is the team to win, and she called them sceptical.
Commercial: Growth is at £44k a year with forty users, so there is no user upsell here. Renewal comes next April, and Imogen needs to say what it is worth to the board in plain terms.
Watch: The member services session is a one-shot; she said a flop means they will not return. Support is quiet, with one how-to ticket in the last month.
Themes
As at Fri 9 Oct 2026Theme
Adoption and renewal value case
Importance
renewal
Sentiment
positive
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Daniel sends slots and a short outline for the member services session by the end of the week.
- Imogen picks a handful of real member queries and sits in on the session.
- Imogen gathers a few stories from managers about what changed in their Monday.
Risks
As at Fri 9 Oct 2026- Member services sees the brain as a management toy, and a poor first session could lose them.
- Imogen must give the board a plain statement of value before the renewal next April.
- Adoption relies on Imogen as champion, and only she attended the call.
Opportunities
As at Fri 9 Oct 2026- A half-hour session on real member queries could bring member services into regular use.
- Questions asked, who asks them and manager stories can form the renewal value case.
Transcript
Daniel OkaforAfternoon, Imogen. Thanks for making the time. Can you hear me all right?
Imogen HartleyI can, yes. Afternoon, Daniel. Give me a second, I'm just shutting the door, the corridor is rather lively today.- Daniel OkaforNo rush at all. Is it just the two of us? I wasn't sure whether Craig was joining.
- Imogen HartleyJust us. Craig is buried in a scheme migration this afternoon, so you've got me and a cup of tea.
- Daniel OkaforPerfect. It's a short one, I don't want to take much of your day. Mostly just to close the loop on the last few weeks and hear how the team is finding it.
- Imogen HartleyHonestly, better than I expected, and I say that as someone who has been your loudest supporter. The real question for me was always whether the scheme-relationship managers would open it without me nagging them. And they are. Quite a few of them have started asking it things before they ring a trustee.
- Daniel OkaforThat's lovely to hear. What sort of things are they asking?
- Imogen HartleyMostly the boring but vital stuff. What did we agree with this trustee board last time, which member queries are still open for that scheme, whether the fee invoice they're querying matches what we said on the call. One view, rather than three systems and a lot of scrolling.
- Daniel OkaforMm. Which is what we hoped for when we set it up with you in the first place.
- Imogen HartleyIt is. I've seen this work elsewhere and it usually fades in the second month. This one hasn't.
- Daniel OkaforJust so you have it from our side, the number of active users has gone up a great deal compared with the previous quarter. Well more than doubled. It's a really healthy jump.
- Imogen HartleyYes, I saw that. Though we're still only using a fraction of the forty seats we pay for, so I'm conscious of it.
- Daniel OkaforThat's fair, and honestly it's a good position to be in. You're on Growth at forty-four thousand a year, forty users, and there's plenty of headroom in that. Nobody is going to ask you for more.
- Imogen HartleyWhich is rather my point. I don't want to grow the licence, I want to grow the habit. So the question is who isn't using it that should be.
- Daniel OkaforDo you have a sense of which team?
- Imogen HartleyMember services, mainly. They live in the query tickets all day, so they'd get the most out of it, but they're a bit sceptical. I think they see it as a management toy.
- Daniel OkaforRight. How would they take a short session run on their own tickets rather than a demo? You choose a handful of real member queries and we show them finding the answer, and what the trustee said about it, in one place.
- Imogen HartleyI'd like that. Half an hour, not more, they won't sit through an hour. And I'd want to sit in, so it's clear I'm behind it.
- Daniel OkaforHalf an hour it is, and you in the room. I'll come back to you by the end of the week with a couple of slots and a short outline.
- Imogen HartleyGood. Let's make it count, though. If it's a flop they won't come back a second time.
- Daniel OkaforUnderstood. Can I ask about support while I have you? I can see just one ticket come in over the last month.
- Imogen HartleyYes, that was a how-to question from one of the managers, about saving a search. It was answered, no complaints. I think it's a sign people are getting curious rather than stuck.
- Daniel OkaforI'd read it the same way. Anything that's nagging at you that didn't make it as far as a ticket?
- Imogen HartleyNothing I'd call a problem. Craig would tell you the connectors have been steady, and he's not one for flattery.
- Daniel OkaforHe's not, no, which is why I trust it. Now, one thing to have in the back of your mind. Your renewal comes round next April, so there's plenty of time, but I like to keep it in view early.
- Imogen HartleyUnderstood. I'll need to be able to say what it's worth by then, to the board, in plain terms. Not a list of features.
- Daniel OkaforThat's exactly what I'd like us to build together over the next few months. Questions asked, who's asking them, and a couple of stories from the managers in their own words.
- Imogen HartleyStories I can do. Ask the managers what changed in their Monday, that sort of thing. I'll gather a few.
- Daniel OkaforThat would be wonderful. So, just to recap. I'll send slots for the member services session by the end of the week, you'll pick the real queries, and you'll collect a few stories from the managers. Anything I've missed?
- Imogen HartleyNo, that's it. Thanks, Daniel, it's refreshing to have a check-in that doesn't feel like a review.
- Daniel OkaforThat's kind. Thank you for your time, Imogen. Speak soon, and give my regards to Craig.
- Imogen HartleyI will. Bye for now.
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