Duddingston Payroll / BG-Demo – Check In
Callcompleted
Duddingston Payroll · 2 Jun 2025 15:00
Lorna Cairns reports faster adoption among client managers and no support issues. She wants a third group on before summer leave, and wants managers to see only their own employers. Daniel Okafor owes slots and a written answer.
What was said
What this says
As at Fri 9 Oct 2026Lorna Cairns reports faster adoption among client managers and no support issues. She wants a third group on before summer leave, and wants managers to see only their own employers. Daniel Okafor owes slots and a written answer.
What happened: Daniel opened a short check-in. Lorna said the second group of client managers adopted faster than the first, and Daniel noted daily users had more than doubled since the spring.
Customer view: Lorna gave a concrete value story: a manager prepared for an employer call in about five minutes instead of half an hour. She said managers are getting to problems before the employer rings.
Commercial: The licence covers forty people and usage is well below that, so there is headroom. A third group of newer managers and holiday cover staff is the next engagement. Daniel also asked for one or two stories to show what it is worth.
Watch: Lorna does not want one employer's data in front of the wrong person. Daniel did not promise a scoping answer and must write it up. No tickets were open, and Euan would be the first to notice stale data.
Themes
As at Fri 9 Oct 2026Theme
Adoption growth, third group
Importance
upsell
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 to send slots for a new-group walk-through, run with Euan, by Wednesday.
- Daniel to write up how managers can see only their own employers.
- Lorna to note a few value stories for the next review.
Risks
As at Fri 9 Oct 2026- Lorna worries about one employer's data reaching the wrong person, and the answer on scoping what managers see is still owed.
- Staleness of nightly data is watched only informally by Euan, with no formal signal.
Opportunities
As at Fri 9 Oct 2026- A third group of newer managers and holiday cover staff can be added within the licensed forty users.
- Lorna's value stories can feed the renewal case.
Transcript
Daniel OkaforHello Lorna, can you hear me all right? Thanks for making the time, I know it's a busy stretch for you.
Lorna CairnsAye, I can hear you fine. Afternoon, Daniel. Give me a second, I've got the week's deadlines up on the other screen. Right. We've two big pay dates this Friday and one employer who's changed their bank at the last minute, so it's a lively one.- Daniel OkaforOh, that sounds like a week. I'll keep this tight then. It's just a check-in, nothing formal. I wanted to see how the team is finding it now that it's been bedded in for a few months.
- Lorna CairnsGood. Honestly, better than I expected. When's the last time we spoke, was it April?
- Daniel OkaforAround then, yes. You'd just got the second group of client managers started, if I'm remembering right.
- Lorna CairnsThat's it. And that group took to it faster than the first. I think they'd heard the first lot talking about it at the Monday huddle. Nobody wants to be the one still opening four different screens before a client call.
- Daniel OkaforThat's really good to hear. I was looking at the usage before we spoke, and the number of people in there on a typical day has gone up a lot since the spring. More than doubled, actually.
- Lorna CairnsHas it? Well, that fits. I'm seeing it with my own eyes. Last week one of my managers was ready for an employer call in about five minutes, and before it would have been half an hour of digging.
- Daniel OkaforMm. What was it she needed, if you don't mind me asking?
- Lorna CairnsThe employer had rung twice about a pay run query, and had also been asked about their fees. So she asked it for the queries, the calls and the fee history together. Whole picture, one place. That's the point of it, isn't it.
- Daniel OkaforIt is, yes. That's exactly what you told us you wanted at the start. Has the client been told things sooner as a result, would you say?
- Lorna CairnsSometimes, aye. Not every time yet. But my managers are getting to the problem before the employer rings, which is the bit I care about. Employers should hear from us first.
- Daniel OkaforRight, that's lovely. And on the support side, I don't see anything open from you. No tickets at all this last month. Is that you being quiet, or has it all been smooth?
- Lorna CairnsSmooth, I think. Euan would have shouted if it wasn't. He's the one who'd see it first, the nightly bits and so on. He's said nothing, so I'll take that as a good sign.
- Daniel OkaforI'll take it the same way. Just to close the loop on that, if anything does look stale in the morning, don't wait for a bad week to tell us.
- Lorna CairnsUnderstood. We let it sit once with the old system and it cost us. Not doing that again.
- Daniel OkaforFair enough. So, you've got licences for forty people. At the moment you're nowhere near that on a normal day, which means there's plenty of room if you want to bring more of the client managers in.
- Lorna CairnsAye, that's what I was going to raise. There's a third group, the newer managers, and a few of the people who cover holidays. I'd like them on before the summer leave starts, because that's when cover gets messy.
- Daniel OkaforThat makes sense. Cover is exactly when having the whole picture on an employer matters most, because the person picking it up doesn't know the history.
- Lorna CairnsExactly that. A manager rings me from a client site, it's not their client, they've no notes. Let's get it right first time.
- Daniel OkaforI could put together a short walk-through for the new group. Maybe forty minutes, run with Euan so the admin side is covered as well. How does that sound?
- Lorna CairnsThat would be grand. Not this week though, we've the pay dates. Next week, mornings are best. Before the phones start.
- Daniel OkaforNext week, mornings. I'll come back to you by Wednesday with a couple of slots, and I'll copy Euan in so he's not surprised.
- Lorna CairnsPerfect. And Daniel, one thing. Is there a way for the managers to see just their own employers? Some of them get nervous about seeing everything.
- Daniel OkaforGood question. There are ways to scope what people see, and Euan would be the person to set that. I'd rather not promise the exact shape of it from memory, so let me check with the team and write it up properly for you.
- Lorna CairnsThat's fine. I just never want one employer's data landing in front of the wrong person. Never.
- Daniel OkaforNo, completely understood. I'll make that the first thing in the note.
- Lorna CairnsGood. Is there anything else you need from me?
- Daniel OkaforOnly that when we do the next review in a month or so, it'd be really useful to hear one or two stories like the one you gave me. Where it saved a manager time, or a client heard from you first. It helps us show what it's worth on your side.
- Lorna CairnsI can do that. I'll jot a few down as they come up, otherwise I'll forget by then.
- Daniel OkaforBrilliant. So to recap, I'll send slots for the new group's session by Wednesday, and I'll write up how people see only their own employers. You'll think about who's in the third group and jot down a few stories.
- Lorna CairnsThat's it. Right, I've got a payroll supervisor hovering at my door, so I'll need to go.
- Daniel OkaforOf course. Thank you again for your time, Lorna. Best of luck with Friday.
- Lorna CairnsThanks, Daniel. Speak soon.
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