Ardenmore Pension Administration / BG-Demo – Onboarding
Callcompleted
Ardenmore Pension Administration · 10 Oct 2023 13:00
On the 10 Oct 2023 call, written access had landed and the second source loaded overnight, so contribution history now shows. Harjit Bains still wants the team, not just herself, to be using the brain.
What was said
What this says
As at Fri 9 Oct 2026On the 10 Oct 2023 call, written access had landed and the second source loaded overnight, so contribution history now shows. Harjit Bains still wants the team, not just herself, to be using the brain.
What happened: Access came through, the second connector ran and Harjit saw contribution history for the first time. A review date ambiguity between two fields was resolved by Harjit and mapped accordingly.
Customer view: Harjit chased an unanswered high priority ticket and was told to keep chasing. She ended the call feeling much better than the week before.
Commercial: Adoption is the renewal risk. Callie suggested a small first group of four or five from the client relationship team, with Marcus Bell reviewing usage at the first check-in.
Watch: Blank review dates will prompt questions, so the reason must be given up front. Harjit needs to confirm the fields before the scheme ticket closes.
Themes
As at Fri 9 Oct 2026Theme
Second source live, adoption
Importance
neutral
Sentiment
positive
Voice
decision-maker
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Harjit Bains confirms contribution history and status on two or three schemes by tomorrow and picks the invite group.
- Sukhvinder Dhillon sends the invitee names so Callie Brennan can check access settings.
- Callie Brennan finishes the mapping change and sends the setup note by Friday before handing over to Marcus Bell.
Risks
As at Fri 9 Oct 2026- Usage may stay with one or two people, which Harjit herself says she cannot present to the trustees.
- A high priority ticket went unanswered, which is a service responsiveness concern for the customer.
- Blank review dates for skipped rows could make the first invited users doubt the data.
Opportunities
As at Fri 9 Oct 2026- A small first group of client relationship staff can show real value on their own schemes before wider rollout.
- Marcus Bell's first check-in usage review gives an early adoption conversation well ahead of renewal.
Transcript
Callie BrennanAfternoon, both. Hi. Just waiting on Harjit, I think, I can see Sukhvinder.
Sukhvinder DhillonAfternoon Callie. Yes, she messaged to say she's two minutes behind. Her last meeting overran.- Callie BrennanNo problem at all. Did you get any rain over in Birmingham? It's been grey all morning here.
- Sukhvinder DhillonJust drizzle. Typical. Ah, here she is.
Harjit BainsHello, sorry, sorry. Good afternoon. I'm all yours.- Callie BrennanNo worries. So, the plan for the next forty minutes or so. First, did written access land and what's loaded since last week. Second, the field list Harjit sent. Third, the team and the invites. What I need from your side is a yes or no on each, and then we're done.
- Sukhvinder DhillonI'll start, if that's alright. Access came through on Friday. IT scoped the service account to the fields on your list, and I've put the details in the shared drive folder you gave me, so you have it in writing.
- Callie BrennanI do, I've got it open. Thank you, that's exactly what I needed. I started the second connector on Monday afternoon, and the first refresh from it completed overnight. Let me share my screen and show you.
- Harjit BainsOvernight, so it's there now? I can look at the scheme record now?
- Callie BrennanMost of it. Give me a moment. Can you see the scheme page for the larger client you mentioned last week?
- Harjit BainsYes. Oh. Yes, the contribution history is there. That's the first time I've seen that. Good.
- Callie BrennanRight. And that maps cleanly. The scheme status and the main contact too. Where it doesn't map cleanly is the review date, and that's the one I want to flag, so there's no surprise later.
- Sukhvinder DhillonIs that the 'see file' problem again?
- Callie BrennanPartly. The skipped rows from the first source are in a list, and there are fewer than I feared. But the platform also has two different fields that both look like a review date, and I don't want to guess which one is the real one. I won't say it's fine until you've told me.
- Harjit BainsHmm. Let's check the scheme record. Can you show me one with both fields filled?
- Harjit BainsRight. So the first one is the date the trustees last formally reviewed the scheme, and the second is the date we last had a client meeting. They're different. The trustees would want the first.
- Callie BrennanThat's very useful. I'll map the first as the review date and label the second as last client meeting, so nobody confuses them. Sukhvinder, do you agree?
- Sukhvinder DhillonYes. And I'll add that to the setup note, so whoever does this after me knows why there are two.
- Callie BrennanBrilliant. That's what the note is for.
- Harjit BainsCan I come back to the two tickets? I've had no reply to my second one, and I know it's marked high priority. I don't want to be the person who keeps chasing.
- Callie BrennanNo, chase. That's the right thing to do. I've looked at both. The refresh one is resolved by what we've just seen, so I'll close that with a note. The scheme record one, I think we can close too once you've confirmed the fields are right, and I'd like you to do that, not me.
- Harjit BainsI'll confirm the contribution history and the status by tomorrow. I'd like to check with the client team first, just two or three schemes.
- Callie BrennanPerfect.
- Sukhvinder DhillonNow the team. We've got fifteen licences and I think you said it's still mostly Harjit. Do we invite them now?
- Harjit BainsI'd say yes now. The pages are populated. But I don't want them logging in and finding something odd. What will they ask? They'll ask why the review date is blank for some schemes.
- Callie BrennanThen give them the reason up front. Blank means the source row was skipped, and the flagged list shows which. I'd suggest inviting a small group first. Four or five of the client relationship team, the ones who talk to trustees most, and let them ask real questions about their own schemes.
- Harjit BainsA small group. Yes, I like that better than everyone at once.
- Sukhvinder DhillonAnd if only one of them asks questions in the first fortnight, that's a sign, isn't it?
- Callie BrennanIt is, and I'd rather we caught that early. Marcus Bell, who'll be your customer success manager after I hand over, will look at usage with you at the first check-in. If it's still just one or two people then, that's the conversation to have, and it's better to have it then than at renewal.
- Harjit BainsGood. I'd like that on record, honestly. I bought this for the team, and I need to be able to say it's the team using it.
- Callie BrennanUnderstood. Let's make it so.
- Sukhvinder DhillonSorry, one last thing. Where do I find how to restart a refresh myself? Because I won't want to message you each time.
- Callie BrennanThat's page two of the setup note, with screenshots. Before you restart anything, check the flagged list first, because a restart will just skip the same rows. I'll send the note by the end of the week.
- Sukhvinder DhillonGreat. Thanks.
- Callie BrennanSo to close. Harjit, confirm the contribution history and status on two or three schemes by tomorrow, and pick the small group for the invites. Sukhvinder, send me the names so I can check the access settings. I'll finish the mapping change and send the setup note by Friday. Then I'll hand over to Marcus.
- Harjit BainsThat all works. Thank you, Callie. I feel a lot better than I did last week.
- Sukhvinder DhillonSame here. Speak soon.
- Callie BrennanCheers, both. Thanks, bye.
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