Duddingston Payroll / BG-Demo – Check In
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Duddingston Payroll · 16 Mar 2026 09:15
Lorna Cairns reported strong adoption among client managers and said the team now trusts B-Viz. One urgent stale-data ticket was fixed the same day. She asked for a more prominent fee position view.
What was said
What this says
As at Fri 9 Oct 2026Lorna Cairns reported strong adoption among client managers and said the team now trusts B-Viz. One urgent stale-data ticket was fixed the same day. She asked for a more prominent fee position view.
What happened: Daniel Okafor ran a check-in with Lorna Cairns alone. Usage had risen sharply to roughly fifty regular users against a licence for one hundred and fifty.
Customer view: Lorna said the client managers trust it and are quicker on the phone. She raised one urgent ticket when answers looked out of date, and it was resolved the same day after a source change on the customer side.
Commercial: Large licence headroom under the Enterprise subscription supports a wider rollout. The fee position request is a product ask Daniel cannot promise a date for.
Watch: Two or three people ask most questions, which is a key-person risk. Euan Drummond was absent and the source change touched his systems, so he needs the note Daniel promised by Friday.
Themes
As at Fri 9 Oct 2026Theme
Adoption growth and trust
Importance
praise
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 Euan a note on what changed in the source by the end of the week.
- Daniel to send session times for the newer client managers and run the employer-view session.
- Daniel to take the fee position request to the product team and report back.
Risks
As at Fri 9 Oct 2026- Two or three people ask most of the questions, which is a key-person risk.
- A customer-side source change broke the connection and caused an urgent stale-data ticket.
Opportunities
As at Fri 9 Oct 2026- Around fifty regular users against a licence for one hundred and fifty leaves room to bring more teams on.
- A short session for newer client managers could deepen adoption.
Transcript
Daniel OkaforGood morning, Lorna. Can you hear me all right?
Lorna CairnsI can, aye. Morning, Daniel. Sorry, I've got two pay dates landing this week so I'm a wee bit scattered. Give me a second, I'll close this other window.- Daniel OkaforNo rush at all. Thank you for making the time, I know the start of the week is busy for you. It's just the two of us today, is that right? Nobody from Euan's side joining?
- Lorna CairnsJust me. Euan's tied up with a year-end file for one of the bigger employers. He said to tell you things are quiet on the systems side, which is how we like it.
- Daniel OkaforGood, that's what I like to hear. How was the weekend? Did you get out at all? I remember you saying the Pentlands were on the list.
- Lorna CairnsHa, you remember that. We did, Sunday. Freezing and windy but lovely once you were up. Right, so this week. Two pay dates Wednesday, one on Friday, and a handful of clients waiting on holiday pay queries. That's the shape of it.
- Daniel OkaforUnderstood. Then I'll keep this tight. The idea today is just a check-in, to see how the team is finding it, look at how usage has been going and just to close the loop on a couple of things from last time.
- Lorna CairnsAye, fine. Go on.
- Daniel OkaforSo the headline from my side is that usage has really picked up. Compared with the previous quarter, the number of people using B-Viz each month has gone up by a very large margin. It's roughly around fifty people regularly now, and you have a licence for one hundred and fifty, so there's plenty of room.
- Lorna CairnsThat's the client managers. Once the first few started to use it for the employer queries, word got round the floor. Somebody found they could see the pay date, the last call and the fee position all on one page, and then everybody wanted it.
- Daniel OkaforThat's exactly what you hoped for when we started, isn't it? The whole picture for each employer in one place.
- Lorna CairnsIt is. Before, a client manager would ring an employer and not know they'd emailed us twice that morning. Now they know. The employer hears from us first, and that matters to me more than anything.
- Daniel OkaforMm. And who's using it most? Is it spread across the team or is it a few people?
- Lorna CairnsSpread, I think. There are two or three who ask it questions all day, but the newer ones are catching up. I've started getting them to show each other in the Thursday huddle.
- Daniel OkaforThat's a lovely idea. I'd gently say that having a few people carrying a lot of the questions is something we watch, just so it doesn't all sit with one person. It sounds like you're already ahead of that.
- Lorna CairnsAye. I don't want anyone being the only one who knows how to do it. Pay dates don't wait for someone coming back from holiday.
- Daniel OkaforQuite. Now, tickets. There were a few over the last month, three, and one of them was marked high priority. I wanted to close the loop with you on that, because I know it was a stressful day.
- Lorna CairnsThe one where the answers looked out of date, aye. A client manager asked about an employer and what came back didn't match what we'd done the day before. She came straight to me. When's their pay date, I said. Thursday. So I raised it as urgent.
- Daniel OkaforAnd I think the support team got it moving quickly, as I recall. The source had been changed on your side and the connection needed a nudge. It was sorted the same day. Did the client manager get what she needed in time?
- Lorna CairnsShe did. The employer was never told anything was wrong, which is the point. Has the client been told, I always ask. Nobody needed to tell them.
- Daniel OkaforGood. I'll make sure Euan has the note on what changed, so if the same system is touched again he can give us a heads up beforehand. I'll come back to you by the end of the week with that, so you don't need to chase.
- Lorna CairnsGrand. He'll appreciate that. He likes a warning as much as I do.
- Daniel OkaforOf the other two tickets, both were how-to questions, I think. One about searching by employer and one about sharing a saved view.
- Lorna CairnsThat'll be the new starters. Fair enough. They were answered fast.
- Daniel OkaforThey were. Would it help if I ran a short session for the newer client managers? Half an hour, nothing fancy. Searching, saving views, that kind of thing.
- Lorna CairnsIt would, actually. Not this week, mind. After the month end is done. Can we say early next week and I'll gather them?
- Daniel OkaforEarly next week works for me. I'll send a couple of times over and you pick whichever suits the floor.
- Lorna CairnsPerfect. Let's get it right first time, so if you can keep it to the employer view and not wander off into everything else, that'd be best.
- Daniel OkaforEmployer view only. Noted. Now, is there anything you'd like to see that you can't at the moment? Something the team keeps asking for?
- Lorna CairnsThe one thing they keep saying is they'd like the fee position a bit more prominent. Right now they have to scroll. It's a small thing, but it comes up.
- Daniel OkaforThat's useful. I'll take it to the product team as a request from you and let you know what they say. I won't promise a date on that one because it isn't mine to promise, but I will come back with an answer.
- Lorna CairnsThat's all I ask.
- Daniel OkaforAnd more broadly, how are you feeling about it? Is it doing what you bought it to do?
- Lorna CairnsHonestly, yes. I was cautious at the start, you know I was. Nine hundred employers is a lot of people relying on us being right. But the client managers trust it now, and they're quicker on the phone. That's the proof for me.
- Daniel OkaforThat means a great deal, thank you. I'll pass it on to the team. Right, I think that's everything from me. Anything else on your side before I let you get back to Wednesday's pay dates?
- Lorna CairnsNo, I think that's us. You'll send the session times and the note for Euan.
- Daniel OkaforBoth, yes. Session times today, the note by Friday, and the answer on the fee view when I have it. Thank you again, Lorna. Best of luck with the pay dates.
- Lorna CairnsThanks, Daniel. Speak soon. Bye now.
- Daniel OkaforBye for now.
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