Ardenmore Pension Administration / BB-Demo – Onboarding
Callcompleted
Ardenmore Pension Administration · 2023-09-19 09:30
Onboarding kick-off on 2023-09-19. Harjit Bains wants to tell trustees the team can answer member queries from one place. Callie Brennan set an honest source-by-source plan, pending written access to member notes.
What was said
What this says
Current to 13 Oct 26Onboarding kick-off on 2023-09-19. Harjit Bains wants to tell trustees the team can answer member queries from one place. Callie Brennan set an honest source-by-source plan, pending written access to member notes.
What happened: Callie Brennan agreed the connector order (CRM, helpdesk, shared drive) and the first user group. Sukhvinder Dhillon is the only person logged in so far.
Customer view: Harjit Bains wants no surprises for the client and expects trustees to ask whether it is live. She will only share member data if it stays read-only inside the customer's own Snowflake account, and she wants that in writing.
Commercial: Starter allows four connectors and the scheme records system may not fit. Harjit says the scheme records matter most to the team, so a fourth connector or an upgrade conversation is likely.
Watch: The 'trustee action' field is free text and may not map cleanly. A CRM connector permissions ticket is open, and Callie will not start any connector without written access.
Themes
Current to 9 Oct 26Theme
Starter onboarding and access
Importance
neutral
Sentiment
positive
Voice
decision-maker
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Sukhvinder Dhillon to send written confirmation of notes access, with Harjit Bains agreeing, before the CRM connector starts.
- Sukhvinder to send the first group of names and email addresses by Thursday.
- Callie Brennan to write the setup note and introduce Marcus Bell and Tom Ashdown.
Risks
Current to 9 Oct 26- The scheme records system may not fit within the four Starter connectors, and the team values it most.
- Written approval for read access to member notes is still outstanding, which holds up the CRM connector.
- Harjit expects to tell trustees it is live, and the 'trustee action' free-text field may not map cleanly.
Opportunities
Current to 9 Oct 26- A fourth connector or additional connectors for the scheme records system, if the first refresh shows the need.
- Growth in users beyond the first six or seven once the first refresh lands.
Transcript
Callie Brennan NoneMorning both. Can you hear me all right? I've got you on the screen but the audio flickered for a second.
Harjit Bains NoneMorning Callie. Yes, we can hear you fine. Sukhvinder is just coming in, I can see him in the lobby.
Sukhvinder Dhillon NoneSorry, sorry. Joined on the wrong link first. Morning. Can you hear me?- Callie Brennan NoneLoud and clear. No problem at all. Right, let me tell you the plan for the next forty-five minutes so we all know where we're heading. First, I want to confirm which sources we connect and in what order. Second, what I need from your side is written access for each of them. Third, the field mapping for your scheme records. And last, who gets invited as a user, because you have fifteen seats on Starter. Does that look right?
- Harjit Bains NoneThat's right. Can I say one thing first, though? We've got a trustee meeting coming up and I'd really like to be able to say the team can answer member queries from one place. I'm not expecting miracles by then, but what will the trustees ask? They'll ask whether it's live.
- Callie Brennan NoneUnderstood. And that's a fair question to be asked. I'd rather give you an honest answer than a quick one. Before we switch on the refresh, I want to check each mapping myself, so I'll tell you what is live and what isn't, source by source. That's a better thing to say to trustees than a vague yes.
- Harjit Bains NoneYes, no surprises for the client. That's all I want.
- Sukhvinder Dhillon NoneCan I ask about the order? Because the scheme records are the messiest. The client-relationship notes sit in the CRM and they're reasonably tidy. The scheme data is in a different place and it's, well, it's historical.
- Callie Brennan NoneMm. That's useful. My suggestion is we start with the CRM, because that maps cleanly and gives us a first refresh we can look at. Then we add the helpdesk, then the shared drive. You've got four connectors on Starter, so we have a bit of room but not a lot.
- Sukhvinder Dhillon NoneFour. Okay. So the scheme records system might not fit?
- Callie Brennan NoneIt might, it depends what you want the brain to read. Let's not decide that today. Let's get the first three in and then see what the first refresh tells us. If you want a fourth, we'll talk about it properly.
- Harjit Bains NoneI'd say the scheme records matter most to the team, honestly. But I'd rather see something working first than argue about it now.
- Callie Brennan NoneAgreed. Now, the access. I've seen the ticket from last week about the permissions on the CRM connector. Sukhvinder, that's the high priority one you raised?
- Sukhvinder Dhillon NoneYes. I marked it high because I was worried it would hold up the whole thing. The service account we created can read contacts but not the notes. I think it's a role setting but I didn't want to guess and change something I shouldn't.
- Callie Brennan NoneGood, that's exactly the right instinct. Please don't widen anything on a guess. What I need from your side is a written confirmation, an email is fine, saying the service account is allowed to read notes and attachments on client records. Then I'll start the connector. I never start one without written access.
- Sukhvinder Dhillon NoneOkay. I'll need Harjit to sign off on that, because it includes the member notes.
- Harjit Bains NoneYes. Let's check the scheme record rules first. Some of those notes mention members by name and I'm not going to share member data outside the rules. If the connector only reads, and it all stays inside your own Snowflake account, I'm comfortable. But I'd like that in writing too.
- Callie Brennan NoneThat's a fair point, and it's how it works. Everything is built and run inside your Snowflake account, nothing leaves it. I'll put that into the setup note so you have it in front of you when someone asks.
- Sukhvinder Dhillon NoneThat would help. Honestly, I'm the only one who's logged in so far. Harjit has had a look, but it's mostly me poking around.
- Callie Brennan NoneThat's normal at this stage. It's roughly one person on the platform before the first refresh, because there's nothing much to see. It'll change once there's something to ask. Which brings me to the users. Fifteen seats. Who do you want in the first group?
- Harjit Bains NoneI'd start small. The client-relationship team, so the people who prepare for trustee meetings. Perhaps six or seven. I don't want fifteen people logging in to an empty system and deciding it's no use.
- Callie Brennan NoneSensible. Small group, first refresh lands, then you invite the rest. Sukhvinder, can you send me a list of names and email addresses for the first group by the end of the week?
- Sukhvinder Dhillon NoneYes, I can do that. Thursday is fine.
- Callie Brennan NoneBrilliant. Now, the mapping. Can I share my screen? I've drafted the fields from the CRM export you sent. Tell me if anything looks wrong.
- Sukhvinder Dhillon NoneGo on. I can see it.
- Callie Brennan NoneSo, scheme name, client contact, meeting date, query category, status. Those five map cleanly. The one I'm unsure about is this field here called, let me read it, 'trustee action'. Is that free text or a list?
- Sukhvinder Dhillon NoneFree text, mostly. People write whatever they like. Some of it is a list, some of it is a sentence. I did try to clean it up once and gave up.
- Callie Brennan NoneRight. Then I won't pretend it maps cleanly. I'll bring it in as text and we'll see what the brain makes of it. I'm not going to say it should be fine when I haven't checked.
- Harjit Bains NoneThat's honest. And that's the field the trustees care about most, funnily enough. What they asked us to do last time.
- Callie Brennan NoneThen we'll look at it properly after the first refresh. I'd rather you saw it, tell me what is wrong, and I fix it, than I guess now.
- Sukhvinder Dhillon NoneFine by me. What about the nightly refresh? When does it run, and what happens if it fails?
- Callie Brennan NoneThe nightly refresh finishes by 07:00 on business days, on every tier. If it fails, you'll see it on the admin page and I'd expect a ticket from you or an alert to us. For now, I'll watch the first few myself.
- Harjit Bains NoneGood. That's what I'd tell the trustees. Checked every morning, and somebody looking at it.
- Callie Brennan NoneLet me summarise then, so we all leave with the same list. One, Sukhvinder sends written confirmation of the notes access, with Harjit's agreement. Two, the first group of names by Thursday. Three, I start the CRM connector once I have that in writing, then the helpdesk, then the shared drive. Four, I write the setup note and send it to both of you. Anything missing?
- Sukhvinder Dhillon NoneI think that's everything. Oh, one question. Who do I speak to after you hand over? Is it you?
- Callie Brennan NoneAfter onboarding it's Marcus Bell, your customer success manager. And Tom Ashdown holds the commercial side. I'll introduce you both properly before I step back.
- Harjit Bains NoneLovely. Thank you, Callie. That was clearer than I expected.
- Callie Brennan NoneThanks both. Speak soon. Thanks, Callie.
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