Kelvinhaugh Pension Services / BG-Demo – Onboarding
Callcompleted
Kelvinhaugh Pension Services · 26 Feb 2024 16:00
Onboarding call on 26 Feb 2024. Two of four Starter connectors are live and the nightly refresh finished before seven. Scheme-name variants are being mapped, and the mailbox connector waits on written scope from Iain.
What was said
What this says
As at Fri 9 Oct 2026Onboarding call on 26 Feb 2024. Two of four Starter connectors are live and the nightly refresh finished before seven. Scheme-name variants are being mapped, and the mailbox connector waits on written scope from Iain.
What happened: Callie Brennan walked Fiona Drummond and Ailsa Dunlop through the first refresh, the scheme-name mapping, the admin screens and user invites. Ailsa confirmed which client name variants are the same scheme and which are a separate section.
Customer view: Fiona tested whether a question using an old scheme name would find the right scheme. She reacted well when the chat joined the tickets together under the old sponsor name.
Commercial: Starter has four connector slots and two are used. Fifteen seats are available, and the plan is to invite the two attendees plus three or four relationship managers, then widen out.
Watch: the next connector will not be switched on until Iain's written mailbox scope arrives. Fiona said he is good once he has decided, but getting him there takes effort.
Themes
As at Fri 9 Oct 2026Theme
Onboarding mapping and connectors
Importance
neutral
Sentiment
positive
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Ailsa Dunlop marks the name variants after the call so Callie Brennan can apply them before that night's refresh.
- Fiona Drummond sends the first user names the next day, and Callie Brennan sends the setup note that night.
- Callie Brennan switches on the next connector once Iain's mailbox scope arrives.
Risks
As at Fri 9 Oct 2026- The mailbox connector cannot be switched on until Iain sends his written scope, and he is slow to decide.
- Scheme-name variants not yet confirmed could make answers miss the right scheme.
Opportunities
As at Fri 9 Oct 2026- Relationship managers who ask the most questions are first in line for the fifteen Starter seats, which builds adoption.
- Two Starter connector slots are still free, so the account can deepen as sources are added.
Transcript
Callie BrennanHello, hello. Afternoon, Ailsa. Fiona, are you with us?
Fiona DrummondAfternoon. I'm here, just got my headphones sorted. Sorry, I've come straight out of a back-to-back.
Ailsa DunlopHi both. Good start to the week? Mine's been mostly spreadsheets.- Callie BrennanSame on my side, to be fair. Right, the plan for the next forty minutes. First, where the first refresh has got to. Then the field mapping questions I've collected. Then the admin screens, and I want you to drive, Ailsa. And then the user invites and what's left. All right?
- Fiona DrummondThat's fine. If I can just say one thing first. The relationship managers asked me this week whether it would know which scheme a query belongs to. That's the thing they care about, so I'd love us to keep an eye on it.
- Callie BrennanThat's a good test, and it ties straight into the mapping, so we'll come to it. So, the refresh. The CRM and the helpdesk have both loaded, and last night's run completed before seven. That's the standard, every night on business days.
- Ailsa DunlopI saw the status go green this morning. I didn't want to touch anything in case I broke it.
- Callie BrennanYou can't break it from there, so please do touch it. We'll look in a minute. First, the mapping. Your sample of the messy client names helped a lot. The majority map cleanly. There are a handful where the same scheme appears under slightly different names, and I haven't merged them because I don't want to guess.
- Ailsa DunlopWhich ones are they? I might know.
- Callie BrennanI've put them in a list in the shared folder, with the variants side by side. What I need from your side is a yes or a no against each, whether they're the same scheme.
- Ailsa DunlopRight, I've got it open. Let me have a look. Mm. This one and this one are the same. This is an old name from before they changed sponsors, so the same scheme, yes. That one is different, though, it looks the same but it's actually a separate section of the scheme.
- Callie BrennanThat's exactly why I asked. I'll keep that one separate then. Can you mark the rest as you go, and I'll apply them before tonight's refresh?
- Ailsa DunlopYes. Give me ten minutes after the call.
- Fiona DrummondCallie, going back to what I said. If someone types a scheme name in a question, will it find the right one even if it's written the old way?
- Callie BrennanOnce those variants are mapped, yes, that's the idea. Let me show you rather than tell you. I'll share my screen. Can you see it?
- Fiona DrummondYes, I can see the chat box.
- Callie BrennanLet's try the old name of that scheme Ailsa just mentioned, and ask what the last few queries were about.
- Fiona DrummondOh, that's good. It's pulled the tickets and put them together. I wasn't expecting it to know the sponsor had changed.
- Ailsa DunlopThat's because I just told it, isn't it?
- Callie BrennanPretty much, yes. Which is the nice part. Your knowledge goes in once and everyone benefits.
- Callie BrennanRight, the admin screens. Ailsa, I'm going to stop sharing and I'd like you to share yours. First, connectors. Tell me what you see.
- Ailsa DunlopTwo connected, both green. And there are two empty slots with a padlock on one. Is that the mailboxes?
- Callie BrennanThe padlock is simply me, it's waiting for Iain's written scope. Nothing gets switched on until I have it, that's my rule. There are four slots in total on Starter, and you've used two.
- Ailsa DunlopUnderstood. Iain said he would send his list this week. I'll nudge him.
- Fiona DrummondI'll nudge him as well. He's good once he's decided, it's just getting him there.
- Callie BrennanLast bit. Users. You have fifteen seats. I'd suggest we invite the two of you now, and then three or four relationship managers, the ones who asked the most questions. Fiona, who are they?
- Fiona DrummondThe ones who are asking me about the scheme names, funnily enough. I'll send you the names tomorrow. Let's start with the people who'll use it and then widen out, rather than switching everybody on.
- Callie BrennanThat's how I'd do it. And I'll write the setup note tonight, Ailsa, so you have it in writing: the sources, the mapping decisions, what the refresh does and where to look if it goes red.
- Ailsa DunlopThat would be brilliant. Thank you.
- Callie BrennanSo, to recap. Ailsa marks the variants this afternoon. Iain's mailbox scope arrives and then I switch the next connector on. Fiona sends the names of the first users tomorrow. I send the setup note tonight and Daniel will check in once the new users are on.
- Fiona DrummondLovely. Thanks, Callie.
- Ailsa DunlopThanks. Speak soon.
- Callie BrennanThanks both. Bye for now.
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