Duddingston Payroll / BG-Demo – Check In
Callcompleted
Duddingston Payroll · 21 Sep 2026 12:45
Lorna Cairns says heavy users rely on B-Viz but some staff drifted back to spreadsheets. She cannot evidence its value in numbers and needs her managing director's approval before the February 2027 renewal.
What was said
What this says
As at Fri 9 Oct 2026Lorna Cairns says heavy users rely on B-Viz but some staff drifted back to spreadsheets. She cannot evidence its value in numbers and needs her managing director's approval before the February 2027 renewal.
What happened: Daniel Okafor raised a fall in logins since the previous quarter. Lorna put it down to leave, two client managers moving to a smaller-employer team, and habit among staff used to spreadsheets.
Customer view: Lorna says regular users go straight to B-Viz for pay dates and call history. She feels employers hear from her team first more often, but says she cannot prove it.
Commercial: The contract runs to 9 Feb 2027, with renewal on 10 Feb 2027, and Daniel put it at £110k a year. Lorna will not commit anything and must take budget to her managing director, who was not on the call.
Watch: The one ticket was a report a day behind, which Daniel says was a late refresh that caught up. The call does not show whether the managing director has seen B-Viz or has a view on price.
Themes
As at Fri 9 Oct 2026Theme
Usage dip, renewal groundwork
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 Okafor to send Lorna Cairns slots for the training session by the end of the week, not on a Friday.
- Daniel Okafor to prepare a usage and value picture for Lorna ahead of the renewal conversation.
- Daniel Okafor to check what is possible on the fee history request and come back to Lorna.
Risks
As at Fri 9 Oct 2026- Fewer people are logging in, and two client managers have moved to a team that needs less of the full picture.
- Lorna cannot show the value of B-Viz in numbers and the budget decision sits with her managing director.
- A report once looked a day behind after a late refresh, and Lorna wants to hear if it recurs.
Opportunities
As at Fri 9 Oct 2026- A short plain-language session for newer client managers could bring drifting users back.
- A usage and value picture gives Lorna a case to put to her managing director before the renewal.
- The team wants employer fee history shown beside query history, which Daniel will look into.
Transcript
Daniel OkaforAfternoon, Lorna. Thank you for making the time. I think it's just the two of us today, is that right?
Lorna CairnsAfternoon, Daniel. Aye, just us. Can you hear me all right? The wifi's been playing up in the office.- Daniel OkaforClear as anything. How's the week been?
- Lorna CairnsBusy. We've got a big batch of pay dates landing on Friday, so the client managers are all heads down. Mid-month is always the squeeze for us, and then the month end tail. But we're on top of it.
- Daniel OkaforThat sounds about right for this time of year. I won't keep you long, then. I wanted this to be a proper check-in, just to see how the team is finding it, whether anything's got in the way, and to talk a little about the months ahead.
- Lorna CairnsGood. Go on.
- Daniel OkaforSo from my side, things look quiet, and quiet is mostly good. One ticket in the last month, nothing urgent, nothing overdue on invoices. But I do see fewer people logging in than a few months back. Not dramatically, but it's down on the previous quarter, and I'd rather ask you than guess at the reason.
- Lorna CairnsMm. Yeah, I thought you might say that. I can tell you some of it.
- Lorna CairnsOver the summer we had a few people on leave, and two of the client managers moved over to a different team. They look after the smaller employers now and they don't really need the whole picture for each one. So that's some of it.
- Daniel OkaforRight, that makes sense. And is that a permanent move, or might they come back to the larger accounts?
- Lorna CairnsPermanent, I think. For now anyway. Don't hold me to that.
- Daniel OkaforNo, understood. We did buy for a hundred and fifty licensed users, so there's plenty of room. I'm not worried about the number itself. I just want to be sure the people who should be using it are using it.
- Lorna CairnsWell, that's the thing. The ones who use it, use it a lot. When's their pay date, has the client been told, what did we say on the last call. They go straight to it. It's the ones who got used to the old spreadsheets that drift back.
- Daniel OkaforMm. And do you know if that's habit, or is there something about the way it works that doesn't suit them?
- Lorna CairnsHabit, mostly. One of them said she couldn't find the employer's query history quickly. But when I sat with her, she was just searching the wrong way. She was typing the employer name and nothing else.
- Daniel OkaforThat's useful, and it's an easy one to fix. Would it help if I ran a short session for the newer client managers? Half an hour, maybe, on asking questions in plain language rather than searching by name.
- Lorna CairnsAye, I'd like that. Let's get it right first time with the new ones. Can you do it before the next payroll crunch?
- Daniel OkaforI'll come back to you by the end of the week with a couple of slots. Would early afternoons suit, like today, or is that bad for you?
- Lorna CairnsEarly afternoon is fine, as long as it's not a Friday.
- Daniel OkaforNot a Friday, noted. Now, the one ticket. Did that get sorted to your satisfaction?
- Lorna CairnsI think so. It was about a report that looked a day behind one morning. Support came back and it was fine by lunchtime. I didn't chase it.
- Daniel OkaforJust to close the loop on that, I did look at it on our side, and the refresh had finished a little late that day and then caught up. If it happens again, tell me, because I'd want to know.
- Lorna CairnsWill do. It's the sort of thing I'd rather hear was a one-off.
- Daniel OkaforFair. So then, looking forward. Your contract runs to 9 Feb 2027, with the renewal on 10 Feb 2027. That feels a long way off, but I'd rather we talked about it early than have it sneak up on us.
- Lorna CairnsAye. February. I'll be honest, I'm not going to commit anything today. And I'd have to take budget to my managing director anyway. I don't commit money on my own.
- Daniel OkaforOf course, and I'm not asking you to. What I'd like is to build a clear picture of what it's been worth for the client managers, so that when the conversation does happen, you've got something to put in front of your managing director. The contract is a hundred and ten thousand a year, so it deserves a proper case.
- Lorna CairnsThat would help. Honestly, I know it's been good, but I couldn't tell you in numbers. I'd say the employers hear from us first more often now. That's the thing I care about. But I can't prove it.
- Daniel OkaforWell, we can look at it together. The questions your team have asked, which employers they were about, how that's moved over the year. I can pull that together and walk you through it.
- Lorna CairnsRight. And would that show who isn't using it, as well? I'd want to know that. Not to tell anyone off. Just so I can help them.
- Daniel OkaforIt would, yes. I'd frame it as where the help is needed rather than who's behind. Does that work?
- Lorna CairnsThat works.
- Daniel OkaforGood. One other thing, and tell me if it's not relevant. Are there any changes coming on your side, systems or people, that might affect what we've connected? I ask because if a source changes, we sometimes find out late.
- Lorna CairnsNothing planned that I know of. We might look at the client portal next year, but that's talk at the moment. If it becomes real, I'll tell you.
- Daniel OkaforPlease do. Even early talk, I'd rather hear it. Anything else on your mind? Anything the team has been grumbling about?
- Lorna CairnsOnly that they'd like the employer fee history to be easier to see next to the query history. But that's more of a wish than a complaint.
- Daniel OkaforI'll note it and see what's possible with what you've already got connected. I won't promise anything on a date, but I'll come back to you.
- Lorna CairnsThat's all I ask.
- Daniel OkaforSo, to recap. I'll send slots for a short session for the newer client managers, not on a Friday. I'll put together a usage and value picture for you, ahead of the renewal conversation. And I'll look at the fee history point. Did I miss anything?
- Lorna CairnsNo, that's the lot. Thanks, Daniel. I need to get back to Friday's pay dates.
- Daniel OkaforOf course. Thank you again for your time. Best wishes, Lorna, and good luck with the batch.
- Lorna CairnsCheers. Speak soon.
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