Kelvinhaugh Pension Services / BG-Demo – Onboarding
Callcompleted
Kelvinhaugh Pension Services · 4 Mar 2024 12:15
Onboarding call on 4 Mar 2024. Three connectors to start (CRM, scoped mailboxes, shared drive) with the fourth held back. Fiona wants to tell managers this is not another system to update by hand.
What was said
What this says
As at Fri 9 Oct 2026Onboarding call on 4 Mar 2024. Three connectors to start (CRM, scoped mailboxes, shared drive) with the fourth held back. Fiona wants to tell managers this is not another system to update by hand.
What happened: Callie Brennan agreed the connector plan with Fiona Drummond and Ailsa Dunlop. The CRM, scoped mailboxes and shared drive come first, and the fourth Starter slot is held back.
Customer view: Fiona's test is whether the brain pulls scheme details, correspondence and meeting notes together by scheme. Ailsa asked where the data lives for compliance, and the Snowflake answer was one Fiona said she wants in the room with the trustees.
Commercial: Callie described the Starter order form as £18k a year, with fifteen users and a hard limit of four connectors. Fiona said she will need to choose who gets the fifteen licences.
Watch: Ailsa has a systems change on Wednesday and may miss Thursday for access, the mailbox list and a field-name sample. Callie will not touch a connector until the access arrives, so the start moves with it.
Themes
As at Fri 9 Oct 2026Theme
Connector plan, Starter limits
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 sends CRM access, the mailbox and folder list and a field-name sample by Thursday.
- Callie Brennan sends the access checklist that afternoon, then a mapping note and setup note after the first refresh.
- Callie Brennan runs a training session for the managers once the first refresh has landed.
Risks
As at Fri 9 Oct 2026- Ailsa's systems change on Wednesday may delay the access, mailbox list and field-name sample due by Thursday.
- Messy mailbox folders could pull in unwanted content if the scope is not tightly set.
Opportunities
As at Fri 9 Oct 2026- The held fourth connector slot on the helpdesk can be used once managers ask for it.
- Fiona wants an answer on who owns the client, which gives a clear value test to prove at the first refresh.
Transcript
Callie BrennanHello, can you both hear me alright? I've got Fiona and Ailsa on, so I think that's everyone.
Fiona DrummondHi Callie, yes, loud and clear. Ailsa, I think you're on mute.
Ailsa DunlopSorry, sorry. Hello. Is that better?- Callie BrennanMuch better. Afternoon, both. Thanks for making time just after lunch. Hope Monday's been kind so far.
- Fiona DrummondIt's been a Monday. Two of the scheme managers asked me this week whether this is going to be another system they have to update by hand, so I'd quite like to be able to say no by the end of today.
- Callie BrennanThat's a fair thing to want to say, and we'll get you there. So, the plan for the next fifty minutes. First I'll go through what's already in place. Then connectors: which four sources we switch on, and what I need from your side is access in writing for each one. Then who does what over the next couple of weeks, and what the first refresh will look like. Sound alright?
- Ailsa DunlopYes, fine. Can I just check one thing first? Where does the data actually live? Our compliance people will ask me.
- Callie BrennanGood one to ask early. The brain is built and run inside your own Snowflake account. So nothing is copied off to us, it sits with you, and you control who gets in.
- Ailsa DunlopRight. Okay. That's what I'll tell them, then. Thank you.
- Fiona DrummondAnd that's the answer I'd want in the room with the trustees as well. Sorry, go on, Callie.
- Callie BrennanNo, that's helpful. So you're on Starter, which is one team, fifteen users and four connectors. The order form says £17,550 a year. Four connectors is a hard limit, so we want to choose them carefully rather than swap them in and out.
- Fiona DrummondYeah. Who owns the client, that's the question my people keep coming back to. They've got the scheme details in one place, the correspondence in another and the notes from meetings somewhere else. If the brain can pull those together by scheme, that's the win.
- Callie BrennanThat maps cleanly onto what I'd suggest. The CRM first, because that's where the scheme and employer records sit. Then the shared mailboxes your relationship managers use. Then the shared drive where the scheme documents live. That's three.
- Ailsa DunlopThe mailboxes could be a bit messy, to be honest. People file things in all sorts of folders. Is that a problem?
- Callie BrennanNot a problem, but I'd rather we scope it. Which mailboxes, which folders. What I don't want is to switch it on across everything and find out in a week that it's pulled in half the building. Could you give me a list of just the ones the relationship managers actually use?
- Ailsa DunlopI can do that. Three or four, I think. I'll check with Kirsteen's group so I don't miss any.
- Fiona DrummondYes, ask them. They'll have opinions.
- Callie BrennanBrilliant. Then the fourth. Do you want to use it on the helpdesk, or hold it back for now? Nobody has to decide today.
- Fiona DrummondHold it, I think. Let's get the first three working and see how the managers use it. I've seen this work when you start small and add a source once people are asking for it.
- Callie BrennanSensible. We keep one slot spare and nothing is lost. Right, so before we switch on the refresh, I need three things in writing. Access for the CRM, the mailbox list with the folders, and access to the shared drive location. Ailsa, you're the admin, so I'll send you a short checklist after this call.
- Ailsa DunlopFine. How quickly do you need them? I've got a systems change on Wednesday and I'm not sure I'll be able to look at it before then.
- Callie BrennanThursday would be perfect. I won't touch a connector until it's in my inbox, so if it slips, the start just moves with it, and that's fine. I'd rather have a late start than a guess.
- Ailsa DunlopUnderstood. Thursday, then. I'll try.
- Fiona DrummondCallie, what will they see after the first refresh? The managers, I mean. I need to tell them something concrete.
- Callie BrennanPages for each scheme, built from what's been indexed, plus search and chat across the lot. So someone can ask, what's the latest on this employer's scheme, and get an answer with the source behind it. It refreshes overnight, and it should be complete before seven each business morning.
- Fiona DrummondLovely. And licences. Fifteen, so I'll need to choose who gets them.
- Callie BrennanYes. I'd start with the scheme relationship managers and keep a few in reserve. Ailsa, you'll be adding people in the admin screen, and I'll walk you through that on the training call.
- Ailsa DunlopRight. Is there anything I need to do about the field names? Our CRM has a few that are, let's say, historic.
- Callie BrennanYes, and I'd like to see them before I say anything. I won't tell you it's fine until I've checked the mapping against your actual records. Send me an export of a few schemes, with whatever odd names you have, and I'll come back with a mapping note.
- Ailsa DunlopI'll include a sample with the access details.
- Fiona DrummondOn my side, I'll tell the managers to expect something in a couple of weeks and that it's one person's job to look after it. Which is Ailsa.
- Ailsa DunlopThanks, Fiona. Generous of you.
- Callie BrennanOkay. Let me read back what I've got. Three connectors to start: CRM, scoped mailboxes, shared drive. Fourth held. Ailsa sends access, folder list and a sample by Thursday. I send a mapping note and a setup note once the first refresh lands. Then a training session for the managers. Anything I've missed?
- Fiona DrummondNo, that's it. Thanks, Callie, that's much clearer than I expected.
- Ailsa DunlopSame from me. Speak soon.
- Callie BrennanBrilliant, thanks both. Checklist coming this afternoon. Thanks, Callie. Bye for now.
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