Ardenmore Pension Administration / BG-Demo – Training
Callcompleted
Ardenmore Pension Administration · 13 Oct 2023 12:00
Training call on 13 Oct 2023. Matthew Grice found two schemes missing from an answer, said his director has twice asked whether the brain is worth the money, and said low usage by the summer would put the plan under review.
What was said
What this says
As at Fri 9 Oct 2026Training call on 13 Oct 2023. Matthew Grice found two schemes missing from an answer, said his director has twice asked whether the brain is worth the money, and said low usage by the summer would put the plan under review.
What happened: Callie Brennan trained Matthew Grice on questions, pages and search. His test question about trustee meeting queries returned a short list, and two schemes he knew had queries were absent.
Customer view: Matthew said he cannot put his name to incomplete answers. His director has asked him twice whether the brain is worth the money.
Commercial: Matthew named the Starter plan at nineteen and a half thousand a year and said it gets looked at if nobody is using it by the summer. Callie's own read was a lot of seats and a lot of silence, so this is a value and adoption risk to the renewal.
Watch: Callie found the connector loaded but read only part of the folder, probably a permissions gap, and was not yet confirmed. The fix depends on Sukhvinder, who set up the original access.
Themes
As at Fri 9 Oct 2026Theme
Incomplete data, value doubts
Importance
renewal
Sentiment
mixed
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Callie Brennan to write to Sukhvinder about the folder access and confirm the cause.
- Callie to send Matthew the setup note by the end of the following week.
- Matthew to build pages for three or four schemes and get the team logging in.
Risks
As at Fri 9 Oct 2026- Answers omit schemes the customer knows exist, so he will not stand behind them to clients.
- His director has questioned the value twice, and the Starter plan may be reviewed if usage is not shown by the summer.
- Almost nobody else on the team is using the brain.
Opportunities
As at Fri 9 Oct 2026- Pages replace the four tabs Matthew opens by hand before a client call, a concrete use case for the team.
- A complete data load followed by team adoption gives him the evidence to answer his director.
Transcript
Callie BrennanHello Matthew, can you hear me alright? I can see you but you're not moving, so I wanted to check.
Matthew GriceYes, loud and clear. Sorry, I've got a sandwich in one hand. It's the only gap I've had today.- Callie BrennanNo, eat, eat. I'll tell you the plan for the next hour or so and you can chew. First we go through how you ask the brain a question and how to read what comes back. Then pages and search. Then we spend a good chunk on the two things you raised with us, because I'd rather fix those than demonstrate around them.
- Matthew GriceRight. Yes. That's, that's probably the bit I care about most, if I'm honest.
- Callie BrennanFair enough. Before we start, how's it been going? Roughly. Who's been in there?
- Matthew GriceMe, mostly. One of the team has had a look, and then nobody. I told everyone it was coming and I think people assumed it was another system they'd have to learn properly, so they've left it.
- Callie BrennanMm. That's very common in the first few weeks, and it's not a criticism. We'll come back to getting the team in at the end. Can you share your screen and just ask it something you'd actually ask on a normal Friday?
- Matthew GriceOkay, give me a second. Sharing. Can you see it?
- Callie BrennanI can. Lovely. Go on, type it as you'd say it.
- Matthew GriceSo I've put, which of our schemes had a trustee meeting query logged in the last quarter. And it's given me a list but it feels short. We've got about fifty schemes and it's shown me a handful.
- Callie BrennanRight, and that's a good example. Look at the line under the answer, the sources. See where it says which records it drew from? Click that. What I need from your side is to tell me whether the schemes you expected are missing from that source list or just not ticked in the answer.
- Matthew GriceMissing. Two I know for certain had queries are just not there.
- Callie BrennanOkay. Thank you, that's useful, and I'm glad you said it plainly. That points at the source rather than the question. It's the same pattern as the first ticket, isn't it?
- Matthew GriceIt is. And that's what worries me, to be blunt. If it can't see everything then I can't put my name to what it tells a client. I report to the director and she's asked me twice now whether it's worth the money.
- Callie BrennanI understand. I'm not going to say it should be fine, because I haven't checked the mapping for that source myself yet, and I'd rather not guess. What I can say is that the answer you've got is incomplete because of what's been loaded, not because of how you asked.
- Matthew GriceSo what happens now? Who looks at it?
- Callie BrennanI do, today. I'll look at the refresh log for that connector and see which records came in at the last refresh. If it turns out we need a change of access on your side, I'll ask Sukhvinder in writing, with exactly what's needed, and I won't touch anything until I have it back from him.
- Matthew GriceOkay. He's the one who set up the original access, so that makes sense.
- Callie BrennanWhile I'm in the log, let me show you pages. Open the clients area and make a page for one scheme. Just one. It pulls together everything the brain knows about it, calls, emails, tickets, so you've got one place to look before a client meeting.
- Matthew GriceOh, that's, yes. That's actually the thing I do by hand before a call. I open four tabs.
- Callie BrennanExactly. That's the saving. Which is why I'd like you to build that page for three or four schemes this week, and judge it on those. Not on the whole book.
- Matthew GriceRight, I've done the first one. The notes section is a bit bare, but the rest is there.
- Callie BrennanThat maps cleanly, good. The notes will fill as more of your calls and emails come through. Now search. Try a client name, then a phrase, and then narrow by source.
- Matthew GriceSo if I narrow it to tickets only I get less noise. Okay. Yes. That's much better than I thought it would be.
- Callie BrennanRight, I've got something back on the log. The connector loaded fine at the last refresh but it only picked up part of the folder, so I think the missing schemes sit in a part it isn't allowed to read. I want to confirm that before I say it's the cause.
- Matthew GriceSo it's a permissions thing, not that it's broken?
- Callie BrennanProbably, yes, but I'll say probably. Sukhvinder can confirm in a minute once I've written to him. If it is, you'll see those two schemes after the next nightly refresh.
- Matthew GriceCan I ask something slightly awkward? We're on the Starter plan, fifteen users, nineteen and a half thousand a year. If I can't show anyone using it by the summer I think it gets looked at.
- Callie BrennanIt's not awkward, it's fair. So what I'd suggest is that we get the data complete first, then get more of the team asking questions, because at the moment you've got a lot of seats and a lot of silence. I'll put the plan in the setup note.
- Matthew GriceOkay. That helps. I'll talk to the team on Monday and try to get them to log in.
- Callie BrennanBrilliant. So next steps. I write to Sukhvinder this afternoon about the folder access. I send you the setup note by the end of next week. You build those three or four pages. And we pick up again once he's on the call, so he can see it too.
- Matthew GriceSounds good. Thanks Callie. Sorry for being a bit gloomy.
- Callie BrennanNot gloomy at all, you've been really clear. Speak soon, Matthew. Bye for now.
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