Kelvinhaugh Pension Services

Scope: the quarter holds one read, an email thread from 6 May 2026. There are no calls, tickets or news items for Kelvinhaugh Pension Services in the period.

Invitation: on 6 May 2026 Alice Brewer invited Ailsa Dunlop to an in-person morning for revenue operations and data leads on Tue 26 May 2026, with no sales agenda.

Customer view: the invitation says Ailsa's team no longer uses the product. The read takes this as pointing to a lapsed account. There is no customer response in the thread.

People: Ailsa is a former systems administrator for the brain and is seen as a warm contact for a possible win-back.

Open at the end: the evidence does not show when or why use stopped, or the contract status. The read suggests the account team confirm contract and invoice status from the executed order form and accounting records before any win-back approach.

Single read: the period holds one email thread, dated 11 Jan 2026, and nothing else.

Invitation: Alice Brewer invited Kirsteen Boyd to the BG-Demo webinar on Thu 15 Jan 2026. It was a short practical session for people who use the brain day to day, aimed at scheme relationship managers. Alice offered to pass the invitation to a colleague.

Customer view: There is no customer response in the thread, so the evidence does not show interest or whether Kirsteen attended.

Opportunity: The read notes that a webinar on asking better questions could deepen use among the scheme relationship managers who drive most of the usage.

Open at the end: Alice is to send joining details only if Kirsteen replies. No risks, price talk, renewal talk or support issues appear in the period.

Renewal: On 10 Nov 2025 Daniel Okafor gave formal notice that the term ends 8 Feb 2026 and proposed settling by 5 Jan 2026. Hamish Crawford replied that he could not justify the spend to the board without a usage case.

Support: On 20 Nov 2025 the accounting system connector stopped syncing after a platform upgrade. First response took 446 minutes, late for the Growth SLA, and the ticket closed after nine days. A cosmetic dashboard ticket opened on 3 Dec 2025 was solved on 2 Jan 2026.

Value case: The 1 Dec 2025 renewal call restated Growth at £44k. Hamish said he needs more than a few people saying they like it, while Fiona Drummond defended the value.

Adoption: At the 8 Dec 2025 review, active users were under a third of the forty licences. Questions were rising but concentrated in a few people, and Ailsa Dunlop is the only admin.

Follow-up: On 9 Dec 2025 Hamish accepted the recap and asked for usage by team and by person. On 12 Dec 2025 he agreed a Tuesday call around 14:00.

Open at the end: On 22 Dec 2025 Hamish asked about fewer seats and would not commit. Daniel is to send a usage summary in January, and Priya Raman the order form at £44k. Payment is on time.

Connector: On 31 Jul 2025 Kirsteen reported that the main system connector had stopped pulling records after her team regenerated their data feed. The ticket was solved on 14 Aug 2025, 14 days after creation, and the read flags the gap as a risk to reporting.

Feature request: On 31 Jul 2025 Ailsa asked for bulk export of large record sets. Her team has no in-house developers, so the API workaround does not fit; Bethan added it to the roadmap with no firm date.

Data quality: On 17 Sep 2025 Fiona, Head of Scheme Relationships, reported duplicate records in query results, all from the CRM and affecting dozens of records. The ticket was solved on 25 Sep 2025, but the read notes her trust in results is at stake and that she may influence others.

Outreach: On 27 Sep 2025 Alice Brewer invited Finance Director Hamish Crawford to an online webinar on 16 Oct 2025. The thread holds no reply, so his interest is not shown.

Open at the end: The bulk export request has no committed date. The CRM duplicate root cause and any deduplication before sync were still listed as next steps. No customer reply to the webinar invitation.

Check-in: On the 24 Apr 2025 call, Fiona Drummond said she saw no reason to change anything at renewal. Daniel Okafor reported monthly active users had more than doubled on the previous quarter, and confirmed Growth at £44k, matching the order form and invoices.

Follow-up: In the 25 Apr 2025 email thread Fiona asked for a note on onboarding new users, starting with the heaviest users. Daniel promised it by the end of the following week.

Event: On 20 May 2025 Sofia Marchetti invited Fiona to the Customer Day in London on 12 Jun 2025. The thread shows no reply, so attendance is not shown.

Support: On 21 May 2025 Kirsteen reported duplicate member records, caused by the Salesforce connector ingesting records twice. Connor found the cause and the ticket was solved on 22 May 2025.

QBR: On 12 Jun 2025 Fiona said the partners want to know what the year delivers in one sentence. Usage had plateaued at eleven to twelve people against forty seats, and Ailsa Dunlop said roughly half the unused seats were housekeeping and the rest never trained.

Open at the end: A training session, a cheat sheet and a per-scheme dashboard showing who owns the client were agreed. The dashboard builder is included in Growth and unused. Priya Raman will return on the renewal paperwork once the value case exists, ahead of the February renewal.

Renewal: On the 3 Jan 2025 call, Hamish Crawford questioned the move from Starter to a £44k Growth proposal after daily active users fell by around a third against fifteen licensed seats. He would not commit to the 27 Jan 2025 close, and Priya Raman agreed to send both options in writing.

Outreach: On 11 Jan 2025 Sofia Marchetti invited Ailsa Dunlop to the 16 Jan 2025 webinar and noted that fewer scheme-relationship managers were logging in. There was no reply in the thread.

Support: Ailsa reported the Salesforce connector not syncing on 15 Jan 2025, solved by 22 Jan 2025. She then reported the Zendesk connector on 29 Jan 2025; expired credentials were found and the ticket took 16 days to solve, to 14 Feb 2025.

Renewal paper: On 23 Jan 2025 Priya sent the Growth order form for £44k. Hamish did not sign and asked for usage figures first, saying he cannot justify a bigger tier on low numbers. On 27 Jan 2025 invoice INV-088-0003 (gross £53k, due 26 Feb 2025) went out the same day, which may prompt a query.

Later in the quarter: Sofia invited Kirsteen Boyd to a 25 Feb 2025 roundtable, with no reply shown. Fiona Drummond reported a dashboard builder error on 11 Mar 2025, solved by 14 Mar 2025.

Open at the end: the reads do not show whether the order form was signed or which tier was chosen. The usage and value picture for Hamish was still owed.

Support: on 24 Oct 2024 a ticket asked for bulk CSV export of member data, passed to the product team. On 30 Oct 2024 Ailsa Dunlop reported a stale dashboard, solved on 7 Nov 2024, 8 days after creation.

Renewal: on 8 Nov 2024 Daniel Okafor opened the renewal with Hamish, ahead of the 8 Feb 2025 term end. The Growth proposal at £44k is an open item against the current Starter at £18k, and there was no reply in the thread.

Call: on 19 Nov 2024 Priya Raman proposed Growth for the relationship team and adjacent teams. Hamish would decide nothing and wanted a usage note and a one-off versus recurring cost breakdown for the board.

People: Fiona Drummond said on 29 Nov 2024 that the team find the brain useful for trustee meeting preparation. Two webinar invitations from Sofia Marchetti, on 7 Nov 2024 and 25 Dec 2024, drew no reply.

QBR: on 9 Dec 2024 Daniel reported just under four daily users against 15 licences. Hamish asked on 10 Dec 2024 how this could be justified to the board.

Open at the end: on 23 Dec 2024 Hamish agreed to a late-January call if he gets the usage summary a few days ahead. The Growth proposal and the renewal were unresolved, with 27 Jan 2025 as BG-Demo's target.

Usage: On 30 Aug 2024 Daniel Okafor asked Fiona Drummond for a catch-up because fewer people were using the brain than in the spring. Fiona blamed holidays and a busy stretch, and said no one had gone off it.

Check-in: On the 4 Sep 2024 call Fiona confirmed that two relationship managers had drifted back to spreadsheets. Daniel said about three people were active on a typical day, roughly a third fewer than the spring.

Renewal: Daniel quoted contract end as 8 Feb 2025 and renewal as 9 Feb 2025. Fiona said Hamish Crawford signed the contract and will ask who is actually using it.

Follow-up: Daniel's 5 Sep 2024 recap, with no customer reply, set out a walk-through for the managers. On 6 Sep 2024 Nell Ashcombe asked Ailsa Dunlop what would make managers reach for the brain, and got no reply in the thread.

Support: On 26 Sep 2024 the pension connector stopped loading during same-day reconciliation. Support escalated to Arjun Nair the same day, and the ticket was closed. On 28 Sep 2024 Sofia Marchetti invited Iain Lumsden to a webinar and offered to chase a recent ticket.

Open at the end: the managers were not yet named, the walk-through was unsent, and fee income per scheme depended on a connector limit not yet checked.

Check-in: On 7 May 2024 Daniel Okafor met Fiona Drummond. Usage had more than tripled from a small base, managers open it before client calls, and a training session was agreed. Fifteen licences are held but only a handful are active.

Recap: Daniel's 8 May 2024 email repeats this and promises a note on the questions active managers ask. There is no customer reply in the thread.

Scheduling: On 31 May 2024 Fiona accepted a review slot on a Wednesday morning and said she would bring the two managers who use it most.

QBR: On 6 Jun 2024 Daniel reported about four active users against fifteen licences, more than double the previous quarter. Hamish Crawford asked whether the cost can be justified to the board on four users and wants a usage summary before any renewal discussion, which he called some way off. Daniel said the contract runs until the following February.

Support: One how-to ticket on 6 Jun 2024 about saved searches was solved. Making a saved search the login default is a Growth and Enterprise feature, not available on Starter.

Open at the end: Daniel owes Fiona and Hamish a plain summary of questions asked and who asked them, plus session dates. Fiona is to name the managers for the sessions. Connectors are close to the Starter limit, and Fiona may want email later. No time-saved figure exists yet.

Negotiation: On the 4 Jan 2024 call, Finance Director Hamish Crawford would not commit and wanted usage reporting in the order form. BG-Demo offered first-term movement only and a check-in review instead.

Order form: On 24 Jan 2024 Hamish did not sign and asked how he could show the board what it delivers. Tom Ashdown dropped the Friday target. The 29 Jan 2024 invoice of £6,000 net says the form was signed by then.

Billing: The 9 Feb 2024 subscription invoice was £18k net for 15 users to 8 Feb 2025. Neither invoice thread shows a customer reply or payment.

Onboarding: The 16 Feb 2024 kickoff confirmed Starter at £18k a year. Fiona Drummond called the team curious more than convinced. By 26 Feb 2024 two of four connectors were live and the nightly refresh finished before seven.

People and access: Iain Lumsden wants mailbox scope in writing, and credentials depend on the IT team. On 4 Mar 2024 the plan became three connectors, with the fourth held back.

Open at the end: On 18 Mar 2024 only Kirsteen Boyd and Ailsa Dunlop had logged in. A mailbox change could stall a connector, the mailbox scope was still unwritten, and the evidence does not show a refresh on it.

Discovery: On 13 Oct 2023 Tom Ashdown and Fiona Drummond agreed a discovery call by email. On the 20 Oct 2023 call Fiona described about an hour of manual prep per employer meeting and wanted a small, quick start.

Commercial: Tom floated Starter at £24k, implementation included and not a yearly price. The 24 Oct 2023 email thread records Fiona setting a decision date of 26 Jan 2024 and asking for a demo on Kelvinhaugh's own scheme data.

Demo: After scheduling on 8 Nov 2023, the 13 Nov 2023 demo ran on two of Kelvinhaugh's own schemes. Fiona said it was far more convincing than she expected.

Open points from the demo: Ailsa Dunlop, who would own the Snowflake account, wants the data-handling position in writing. She thinks the four-connector hard limit will be tight.

Proposal: On 8 Dec 2023 finance director Hamish Crawford joined late and asked who actually uses it after a few months. He wants usage as numbers, prefers not to go bigger than Starter, and would not decide on the call.

Open at the end: No decision was recorded. The director, the partners and the finance director still had to sign off, and 26 Jan 2024 was described as a plan, not a promise. Tom was to send the written proposal with an example usage report and follow up after Christmas.