Duddingston Payroll / BG-Demo – Check In
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Duddingston Payroll · 22 Sep 2025 12:15
Lorna Cairns says the client managers who use B-Viz love it, but daily use is well below the Growth user count and a late-data ticket dented trust. Renewal on 10 Feb 2026 is flagged; budget sits with Fraser.
What was said
What this says
As at Fri 9 Oct 2026Lorna Cairns says the client managers who use B-Viz love it, but daily use is well below the Growth user count and a late-data ticket dented trust. Renewal on 10 Feb 2026 is flagged; budget sits with Fraser.
What happened: Daniel Okafor held a check-in with Lorna on 22 Sep 2025. Fraser was absent, and Lorna said she could not discuss budget without him.
Customer view: Lorna called adoption mixed. Daily logins are around twelve against forty licensed on Growth, which she put down to summer leave and two new starters still waiting for access.
Watch: a high-priority connector ticket left Monday's queries unseen until Tuesday afternoon. The employer did not notice, but Lorna said one bad experience sends people back to their own inbox.
Commercial: Daniel raised the renewal on 10 Feb 2026. Fraser will ask what it costs per client, so Daniel needs a value case with a clear base.
Themes
As at Fri 9 Oct 2026Theme
Adoption dip and data trust
Importance
renewal
Sentiment
mixed
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Daniel to report back by the end of the week on the overnight refresh check for the account.
- Lorna to send the two new starters' names so Daniel can set up access the same day.
- Daniel to prepare a per-client value answer for Fraser ahead of the 10 Feb 2026 renewal.
Risks
As at Fri 9 Oct 2026- Daily logins are around twelve against forty licensed on Growth, which weakens the value case at renewal.
- A late-data connector ticket could push client managers back to their own inboxes if it recurs.
- Fraser, who owns budget, was not on the call and will ask what it costs per client.
Opportunities
As at Fri 9 Oct 2026- One manager saves half an hour before a review using chat, a story that could spread adoption.
- Two new starters need setting up on the licence, which would lift active users.
Transcript
Daniel OkaforHello Lorna, can you hear me all right? I think I'm just coming through.
Lorna CairnsAye, loud and clear. Hi Daniel. Give me one second, I've got a spreadsheet of pay dates open and I'm closing it down.- Daniel OkaforNo rush at all. Thank you for making the time, I know the week is never quiet for you. Is it just the two of us today, or is anyone else joining?
- Lorna CairnsJust me. Fraser's tied up with the month end work, and he said to tell you he'll hear about it from me. So. This week. We've got a big run on Thursday, a few of the care home clients, and two of the smaller employers have changed their cut off. So it's a busy one.
- Daniel OkaforThat sounds like a full week. I'll try to keep this efficient so you're not away from your desk too long. The idea is really just to close the loop since we last spoke, look at how the team is using B-Viz, and hear what's working and what isn't. How is the team finding it?
- Lorna CairnsMixed, if I'm honest. The client managers who use it love it. They open an employer, and they've got the queries, the deadlines, the calls and the fees all together. That was the whole point. But not everyone has got into the habit.
- Daniel OkaforThat matches what I can see on my side. You're licensed for forty users on Growth, and the number actually logging in on an average day is a good bit lower than that. It's around twelve, and it's come down a little compared with the last quarter.
- Lorna CairnsAye, I thought it might have. It's the summer. Half my team were on leave in July and August, and the school holiday cover is always thin. And we had two new starters who haven't been set up properly.
- Daniel OkaforThat would explain a fair bit of it. Mm. Can I ask, are the new starters on the licence yet, or are they still waiting for access?
- Lorna CairnsWaiting. That's on me. I said I'd send you their names and I haven't. Let's get it right first time, so I want to put them in with the right permissions.
- Daniel OkaforOf course. Send me the names whenever you have them and I'll make sure the access is sorted the same day. Nothing to worry about, we've got plenty of headroom on the seats.
- Lorna CairnsGood. Right. Next thing. I know there were a few tickets this month. Is that something you're seeing as a worry, or is it just normal?
- Daniel OkaforIt's a small number, three in the last month, and I wouldn't call that a worry on its own. Two were how-to questions, and one was marked high priority. Do you remember the one I mean? It was about a connector not bringing in the latest payroll queries.
- Lorna CairnsI do. That was the one where the client managers couldn't see Monday's queries until the Tuesday afternoon. When's their pay date, that's what I think about. If a query about a pay date is a day late, it matters.
- Daniel OkaforI completely understand that. And just to be fair to how it was handled, support picked it up within the window we have for Growth, and the data caught up once the source was reconnected. But I hear you. The outcome for you is that people trust what they see on the screen.
- Lorna CairnsExactly that. Trust. If one of them gets bitten once, they go back to their own inbox.
- Daniel OkaforYes. And I think that's partly why I wanted to talk about it rather than leave it in the ticket. Has the client been told, in that case? Sorry, I'm borrowing your phrase.
- Lorna CairnsHa. Aye, you can have it. No, the employer didn't notice. My manager caught it before the client did. So that's a win, really.
- Daniel OkaforThat's good to hear. Right, so what I'd suggest is that I ask the team to look at the overnight refresh for your account, so that we can say with confidence that it's complete before your people start in the morning. I'll come back to you by the end of the week with what they find.
- Lorna CairnsThat would be helpful, thank you. I'd rather know than assume.
- Daniel OkaforAgreed. Now, on the usage side, can I ask which parts your managers use most? From what I see it's the employer pages and search, and the chat gets used by a smaller group.
- Lorna CairnsThat's right. Pages and search for sure. The chat, a couple of the sharper ones use it to prepare for a call. Ask it what's been going on with an employer, and it gives them a summary. One of my managers says she saves half an hour before a review.
- Daniel OkaforThat's lovely, and it's exactly the kind of thing I'd like to be able to tell people. Would she be happy to show a couple of the others how she does it? A short session, maybe twenty minutes, in a team meeting?
- Lorna CairnsI think she would. I'll ask her. I'd want it at the start of the week, not near a pay run.
- Daniel OkaforOf course, we'll fit around your deadlines. And I can join, or run a short training piece myself if that's easier. Whatever helps.
- Lorna CairnsLet me think about it. I'd say yes to you joining. They like having a face.
- Daniel OkaforHappy to. Now, one more thing, and then I'll let you go. Your contract runs to the February, with the renewal on 10 Feb 2026. It feels a long way off, but I like to mention it early so nothing surprises anyone. You're at thirty-nine thousand six hundred pounds a year at the moment, and Priya will be in touch nearer the time.
- Lorna CairnsAye. That's Fraser's area, not mine. I'm not going to say anything about budget without him. But I'll tell him it's coming up.
- Daniel OkaforThat's absolutely fine, and I wouldn't expect you to. I'll make sure what we show him is about the value for your client managers, not just the invoice.
- Lorna CairnsHe'll ask what it costs per client. He always does.
- Daniel OkaforI'm sure. Fair question, and I'll think about how we can answer it properly, with the base clear. Anything else on your mind?
- Lorna CairnsNo, I think that's me. I'll send the two names, and I'll ask my manager about the session. Thanks, Daniel.
- Daniel OkaforThank you, Lorna. So I'll come back to you on the overnight refresh, and I'll wait for the names. Good luck with Thursday's run. Best wishes, and speak soon.
- Lorna CairnsCheers. Bye now.
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