Ardenmore Pension Administration / BB-Demo – Onboarding
Callcompleted
Ardenmore Pension Administration · 2023-09-11 15:00
Onboarding call on 11 Sep 2023. The first refresh landed and the brain answered real questions, but a stale trustee chair surfaced in the source and only Sukhvinder Dhillon has used it so far.
What was said
What this says
Current to 13 Oct 26Onboarding call on 11 Sep 2023. The first refresh landed and the brain answered real questions, but a stale trustee chair surfaced in the source and only Sukhvinder Dhillon has used it so far.
What happened: Callie Brennan reported the first refresh landed for the client relationship system and call recorder, with the mailbox limited to scheme folders. Sukhvinder Dhillon drove the brain on Ardenmore's own data.
Customer view: Harjit Bains was pleased it answered, and valued the source link so answers can be checked. He noticed the trustee chair was out of date and worried about a wrong answer reaching trustees.
Commercial: Only Sukhvinder has logged in against fifteen licensed users. Harjit proposed four initial users, each to use it on a real pack.
Watch: Sukhvinder is on his own with the systems side, so the setup note matters. The helpdesk decision is deferred to a later check-in.
Themes
Current to 9 Oct 26Theme
Onboarding first questions
Importance
neutral
Sentiment
positive
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Sukhvinder corrects the trustee chair in the source and checks a few more records.
- Harjit chooses the first four users and Sukhvinder sends the invites.
- Callie sends the setup note that night and speaks to the customer again early the following week.
Risks
Current to 9 Oct 26- Sukhvinder is the only active user and the only systems contact, so adoption and support depend on one person.
- Out-of-date source records, such as the trustee chair, could give trustees a wrong answer.
- The helpdesk connector decision is still open.
Opportunities
Current to 9 Oct 26- Harjit plans four initial users from the relationship managers, each applying it to a real pack, which gives a concrete value test.
- Harjit values being able to check answers against the source, which supports trust in the brain.
Transcript
Callie Brennan NoneAfternoon, both. Can you hear me alright? Good. Here's the plan for the next forty minutes or so. First, where we are with the connectors. Second, a walk through the brain on your own data, with Sukhvinder driving. Third, who gets invited and in what order. Then next steps. Sound alright?
Harjit Bains NoneAfternoon, Callie. Yes, that's fine. Sorry, I've come straight from a client meeting, so I may be a little slow to warm up.
Sukhvinder Dhillon NoneAfternoon. I've got the screen ready whenever you want it.- Callie Brennan NoneBrilliant. So, where we are. The in and out list was signed off, the access arrived in writing, and the first refresh has landed for the client relationship system and the call recorder. The shared mailbox is connected too, but only the scheme folders, as agreed. The helpdesk is still parked.
- Harjit Bains NoneGood. And the free-text notes?
- Callie Brennan NoneOut, as agreed. I checked the mapping field by field before we switched on the refresh, and I can show you where that sits in the setup note. What I need from your side today is a quick eye over the scheme mapping, because you two know what a scheme record should look like better than I do.
- Sukhvinder Dhillon NoneRight. I'll share my screen now. Can you see the scheme list?
- Callie Brennan NoneYes, I can. Scroll down a little. There, that's the scheme name, the employer, the trustee chair and the administrator on the account. That maps cleanly onto the fields in your system.
- Harjit Bains NoneHang on, the trustee chair on that one. That's out of date. They changed at the last meeting.
- Sukhvinder Dhillon NoneYes, I think that one hasn't been updated in our system either. So the brain is reflecting what we've got, which is wrong.
- Callie Brennan NoneWhich is actually useful to know. It shows the refresh is faithful, and it tells you where the source needs a tidy. I'd rather you found that now than in front of a trustee.
- Harjit Bains NoneYes. That's exactly what I'd worry about. What will the trustees ask? They'll ask who the chair is. And it would tell them the wrong person.
- Callie Brennan NoneThen let's make that a job. Sukhvinder, could you correct it in the source, and the nightly refresh will pick it up? You'll see it by the morning, and I'm happy to confirm that with you.
- Sukhvinder Dhillon NoneWill do. I'll fix that one today and check a few of the others while I'm in there.
- Harjit Bains NoneCan we try a question? I'd like to see it actually answer something.
- Callie Brennan NoneOf course. Sukhvinder, in the chat box, try something simple first. Maybe, which schemes have a trustee meeting in the next month?
- Sukhvinder Dhillon NoneTyping it in now. There. It's thinking, and... right, it's come back with a list.
- Harjit Bains NoneOh, that's good. That's most of what I'd have collected by hand. Is that the right number of schemes? It looks right.
- Sukhvinder Dhillon NoneIt looks right to me. One's missing, I think, but that might be because the date's blank in the record.
- Callie Brennan NoneThat's very likely. If the date's blank in the source, it can't know. That's a data quality point rather than a brain point, and it's worth a line in your notes.
- Harjit Bains NoneNoted. Can I ask it something harder? Something like, what did the last client meeting for this scheme say about contribution rates?
- Callie Brennan NoneTry it. It will draw from the call recording and the scheme folder. Whether it gives a good answer depends on what was said and where it was filed, so treat the first few as a test rather than a verdict.
- Sukhvinder Dhillon NoneHere we go. It's given a short summary and it's pointed at the recording and one email. The summary's decent, I think. Harjit?
- Harjit Bains NoneIt's close. It's missed one caveat that was said right at the end, but the source link is there, so I could check it. I like that I can check it.
- Callie Brennan NoneThat's the habit I'd encourage. Use it to get to the right place quickly, then confirm in the source.
- Harjit Bains NoneRight. Let's check the scheme record. I'd want any figure I give a trustee to be one I've seen in the record.
- Callie Brennan NoneWhich is the right instinct. Now, users. Your licence is for fifteen, and at the moment, as you'll see on the screen, it's really only Sukhvinder who's been in. Harjit, that's one of the reasons I'd like to get a handful of colleagues in this week.
- Harjit Bains NoneYes. I was going to suggest four. Me, and three of the relationship managers who prepare the packs.
- Sukhvinder Dhillon NoneI can send the invites. Do I need to do anything about their access to the folders?
- Callie Brennan NoneNo, the access follows what's connected, not the person. But I'd keep the first group small, and ask each of them to try one real piece of preparation, not just a demo question. That gives you something concrete to talk about when we review.
- Harjit Bains NoneThat makes sense. I'll ask them to use it for the next pack they're building.
- Callie Brennan NoneLovely. And since Sukhvinder is your admin, one thing I want to be sure of is that he can run this without me. So, in the setup note, I've written where each connector's credentials live, how to re-run a refresh, and who to contact. I'll send it over tonight.
- Sukhvinder Dhillon NoneThat'd be very useful. I'm on my own with the systems side here, so a note is a lifeline.
- Harjit Bains NoneAnd the helpdesk? Do we need to decide today?
- Callie Brennan NoneNo. Let's leave it for the check-in after the first couple of weeks of use. Then you'll know whether member queries are in the system or sitting in people's heads.
- Harjit Bains NoneThat's fair. Thank you.
- Callie Brennan NoneSo, to recap. Sukhvinder corrects the trustee chair and checks a few more records. Harjit chooses the first four users, and Sukhvinder sends the invites. I send the setup note tonight. And we speak again early next week to see how the first questions have gone. Anything I've missed?
- Sukhvinder Dhillon NoneNo, I think that's the lot.
- Harjit Bains NoneNothing from me. Thanks, Callie. Kind regards to Daniel as well, when you speak to him.
- Callie Brennan NoneWill do. Thanks, both. Speak soon.
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