Ardenmore Pension Administration / BB-Demo – Onboarding
Callcompleted
Ardenmore Pension Administration · 2023-10-03 09:00
On the 3 Oct 2023 onboarding call, only the first source had loaded and the second needed written access from the customer's IT team. Harjit Bains said one person was using a brain bought for fifteen, with a trustee meeting coming up.
What was said
What this says
Current to 13 Oct 26On the 3 Oct 2023 onboarding call, only the first source had loaded and the second needed written access from the customer's IT team. Harjit Bains said one person was using a brain bought for fifteen, with a trustee meeting coming up.
What happened: Callie Brennan walked through connector status and two high priority tickets. The first source loaded but the refresh stopped on free-text values in a date field, and the scheme administration source had not started without written access.
Customer view: Harjit wants to tell the trustees the brain is working and cannot yet. She also worries that only she is logging in, although the team licence is for fifteen.
Commercial: Value is not yet visible to the buyer, which matters at the first renewal. Callie held back team invites until the second source is in, so adoption depends on that landing.
Watch: Member data rules are strict, so access scoping decides the timetable. Dates were agreed for the field list, written access and Harjit's priority field list.
Themes
Current to 9 Oct 26Theme
Onboarding blocked on access
Importance
complaint
Sentiment
mixed
Voice
decision-maker
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Callie Brennan sends the table and field list to the customer's IT team the same day.
- Sukhvinder Dhillon gets written access back by Friday and flags any pushback on Thursday.
- Harjit Bains sends the scheme record fields the trustees care most about by Thursday.
Risks
Current to 9 Oct 26- Written access for the second source is still outstanding, so the scheme pages stay half empty.
- Only the buyer is logging in, so the team adoption she promised the trustees is not yet visible.
- Two high priority tickets are open while the buyer prepares for a trustee meeting.
Opportunities
Current to 9 Oct 26- Once the second source lands, inviting the whole client team can show the value she wants to report.
Transcript
Callie Brennan NoneMorning both. Can you hear me alright?
Harjit Bains NoneMorning Callie, yes, loud and clear. Sukhvinder's just in the lobby, I can see him waiting.
Sukhvinder Dhillon NoneHi, sorry. The link opened in the wrong browser and I had to sign in again. Can you hear me?- Callie Brennan NonePerfect, we're all here. Right, so the plan for the next hour is three things. Where we are with the connectors, the two tickets you've raised, and then what I need from your side is a date against every outstanding item, so that before we switch on the refresh properly we both know what's blocking it.
- Harjit Bains NoneThat's helpful. I'll be honest, I've got the trustee meeting coming up and I'd like to be able to say the brain is working for us. At the moment I can't say that.
- Callie Brennan NoneUnderstood. Let's start with the honest picture then. What's landed so far is the first source, the client relationship records. The second source, the scheme administration platform, has not started, and the reason is that I don't have written access for it yet.
- Sukhvinder Dhillon NoneYes, that's on me, really. I asked our IT team for a service account and they came back with questions about what the account can see. Member data, essentially. They don't want it reading anything it doesn't need.
- Harjit Bains NoneAnd rightly so. We don't share member data outside the rules, that's not negotiable for us.
- Callie Brennan NoneNo, and it shouldn't be. This is why I never start a connector without written access. What I can do is send a list of exactly which tables and fields the connector reads, so your IT team can scope the account to that and nothing more.
- Sukhvinder Dhillon NoneYeah, that would help a lot. If I can forward them a list, they can approve it in one go rather than going back and forth.
- Callie Brennan NoneGood. I'll send that today. Now the tickets. There are two, both marked high priority, and I've read them both. One says the first refresh hasn't completed, and the other is about the scheme record not showing the fields Harjit expected.
- Harjit Bains NoneThat's right. I opened the scheme page for one of our larger clients and half of it was empty. I thought, what will the trustees ask? They'd ask where the contribution history is, and it simply wasn't there.
- Callie Brennan NoneMm. And that's expected at this stage, though I appreciate it doesn't feel like it. The contribution history lives in the scheme administration platform, which is the source we haven't connected. So the empty page is the missing connector, not a fault in the mapping.
- Harjit Bains NoneRight. Okay. So it's not broken, it's just not there yet.
- Callie Brennan NoneExactly. And I should have been clearer about that in my first note, so that's on me.
- Sukhvinder Dhillon NoneCan I ask about the first refresh one? Because I did see something in the admin screen that said it was running, and then nothing the next morning.
- Callie Brennan NoneYes. Give me a second, I'll pull up the refresh log and share my screen. Can you see that?
- Sukhvinder Dhillon NoneYes, I can see it.
- Callie Brennan NoneSo what you're seeing is that the first source loaded its records and then the run stopped on a field it couldn't read. A date field on the client record that's stored as free text in some rows. That maps cleanly for most of them, but a handful have things like a note in the date column.
- Sukhvinder Dhillon NoneOh. Yeah, that'll be the old import. Someone typed 'see file' in a lot of those, years ago.
- Harjit Bains NoneThat sounds like us, I'm afraid.
- Callie Brennan NoneIt's very common, honestly. Two choices. You clean the rows, or I tell the connector to skip anything that isn't a valid date and flag it. I'd lean towards the second so we're not waiting on anyone to tidy up, and you can clean the flagged rows at your own pace.
- Sukhvinder Dhillon NoneSecond one is fine by me. Harjit?
- Harjit Bains NoneYes, as long as nothing disappears quietly. I want to see which ones were flagged. No surprises for the client.
- Callie Brennan NoneThat's the point of the flag. You'll get a list, and I'll put it in the setup note so it isn't hidden in a log somewhere.
- Harjit Bains NoneCan I raise the other thing that's worrying me? It's the usage. I looked at the admin page and it's more or less just me logging in. We bought for the whole client team, fifteen of them, and I can't tell the trustees that one person is using it.
- Callie Brennan NoneThat's a fair worry, and I'd rather you said it. The reason I'd hold off inviting the rest of the team is that they'd log in, see half-empty scheme pages, and decide it doesn't work. Better they arrive when the second source is in.
- Sukhvinder Dhillon NoneThat makes sense. I'd been wondering whether to send the invites anyway.
- Harjit Bains NoneHmm. Yes, I see that. First impressions, really. So the order is access, then the second source, then the team.
- Callie Brennan NoneThat's it. And I'd like to have the team on within a couple of weeks of the second source landing, otherwise the habit never forms.
- Sukhvinder Dhillon NoneOne more question. When this is all done, who looks after it? Because I'm the admin, but I'm also doing about three other things.
- Callie Brennan NoneGood question. Once I hand over, Marcus Bell is your customer success manager, and he'll run the check-ins. Tom Ashdown owned the commercial side when you signed. What I leave you with is a setup note, so you can run the refresh and the connector settings without me.
- Sukhvinder Dhillon NoneOkay, good. I'd like that in writing.
- Callie Brennan NoneYou'll have it. I never hand over without one.
- Harjit Bains NoneSorry, I've got to be careful with time, I have another call at ten. Can we pin down the dates?
- Callie Brennan NoneYes, of course. So. Sukhvinder, you forward the field list to your IT team today, and get written access back by Friday. Is Friday realistic?
- Sukhvinder Dhillon NoneI think so. If they push back I'll tell you on Thursday rather than Friday afternoon.
- Callie Brennan NoneThank you, that's what I'd want. Harjit, I'd like a short list of the scheme record fields the trustees care about most, so I can map those first.
- Harjit Bains NoneI can do that by Thursday. Contribution history, scheme status, the main contact for each client, and the last review date. I'll check the scheme record and send it over.
- Callie Brennan NoneLovely. And on my side, the field list today, the date field change tomorrow, and the setup note draft next week. We'll speak again next Tuesday, same time, to see if access has landed.
- Harjit Bains NonePerfect. Thanks, Callie. Thanks, Sukhvinder.
- Sukhvinder Dhillon NoneThanks both. Speak next week.
- Callie Brennan NoneCheers all. Bye for now.
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