Ardenmore Pension Administration / BB-Demo – Check In
Callcompleted
Ardenmore Pension Administration · 2025-04-07 13:00
About six of twenty-five Starter users are active daily, up by about a quarter on the previous quarter. Elaine Turvey wants something concrete for the board, declined extra licences for now and agreed to a pre-renewal call.
What was said
What this says
Current to 13 Oct 26About six of twenty-five Starter users are active daily, up by about a quarter on the previous quarter. Elaine Turvey wants something concrete for the board, declined extra licences for now and agreed to a pre-renewal call.
What happened: Marcus Bell held a check-in with Elaine Turvey, Finance Director, on 7 Apr 2025. Usage is about six active users on a typical day, up by about a quarter on the previous quarter, with newer people asking about client history.
Customer view: Elaine asked whether six of twenty-five is good and whether the board will accept it. She said she needs something concrete, and Marcus said he cannot put a pound figure on time saved.
Commercial: She declined to look at wider use of spare licences until existing users get proper use out of it. She will not decide on a call, and a further thirty minutes will be booked nearer the renewal, with Tom handling the contract.
Health: One how-to ticket was closed, connectors are loading and invoices are up to date.
Themes
Current to 9 Oct 26Theme
Adoption trend and board justification
Importance
renewal
Sentiment
neutral
Voice
decision-maker
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Marcus Bell to send Elaine the one-page usage note that week, showing usage over time, who is asking and the kinds of questions.
- Marcus Bell to put a further thirty-minute call in Elaine's diary nearer the renewal.
- Tom to contact Elaine on the contract nearer the renewal.
Risks
Current to 9 Oct 26- Elaine needs a concrete value case for the board and BB-Demo cannot quantify time saved from its side.
- Only about six of twenty-five licensed users are active on a typical day.
Opportunities
Current to 9 Oct 26- Spare Starter licences could go to a neighbouring team if usage keeps rising, though Elaine declined to discuss this for now.
Transcript
Marcus Bell NoneHello Elaine, can you hear me all right?
Elaine Turvey NoneI can, yes. Good afternoon, Marcus. Can you hear me? My headset has been temperamental this week.- Marcus Bell NoneLoud and clear. Thanks for making time. How's the week been? Quiet or the usual?
- Elaine Turvey NoneThe usual, really. Scheme valuations are keeping everyone busy, and I've got the quarter's figures to get through. So I'll be brief if that's all right.
- Marcus Bell NoneOf course, no problem at all. I'll share my screen and say what I want to cover, and then you tell me if it's the right thing. It's just the usual check-in: usage, how the connectors are doing, any tickets, and anything on your side you want me to pick up.
- Elaine Turvey NoneFine. Can I start with adoption? Who is actually using it these days? That's the question I always get asked.
- Marcus Bell NoneSure, that's the best place to start. I've pulled the numbers. You've got twenty-five licensed users on the Starter plan, and over the last month about six of them are active on a typical day. That's up by about a quarter on the previous quarter, so it's moving the right way.
- Elaine Turvey NoneSix out of twenty-five. Hm. Is that good?
- Marcus Bell NoneIt's a fair question. Not every licence is meant to be a daily user. For a team like your client-relationship team, people come in when they're preparing for a scheme meeting or answering a trustee query. So I'd look at the trend more than the raw count, and the trend is up.
- Elaine Turvey NoneRight. And who are they? The same two or three people, or is it spread?
- Marcus Bell NoneMostly spread, which is nice to see. There are a couple of heavier users, I won't pretend otherwise, but there are new names this quarter too. Let me pull up the list. Give me a second.
- Elaine Turvey NoneTake your time.
- Marcus Bell NoneRight, so what I can see is that the newer people are asking questions about client history, basically pulling together what's been said in emails and calls about a scheme before they ring the employer. That's the sort of use we hoped for when you signed.
- Elaine Turvey NoneThat does sound like the thing. Their time on preparation was always the worry. Can we justify that to the board, though? That's what I keep asking myself. I'd need something concrete.
- Marcus Bell NoneUnderstood. What I can give you is the usage over time, who is asking, and the kinds of questions. I can't put a pound figure on time saved from here, that would have to come from your team. But I'm happy to write it up in a page you can pass on.
- Elaine Turvey NoneA page would be helpful. Short, please. The board won't read more than that.
- Marcus Bell NoneShort it is. One page. Now, on the connectors, everything is loading as it should. Nightly refresh has been landing on time and the record counts keep climbing, so nothing has gone quiet on us.
- Elaine Turvey NoneI don't really follow the connector side. I'll take your word for it. Is there anything I should be worried about?
- Marcus Bell NoneNo, nothing I'd flag. There was one ticket in the last month, a how-to question, answered and closed. No urgent ones. And your invoices are all up to date, so nothing outstanding from the finance side either.
- Elaine Turvey NoneGood. I'd have heard if there was a problem, but it's reassuring to hear it said.
- Marcus Bell NoneShall I say a bit about what other Starter teams do with the spare licences? Some of them give access to a couple of people in a neighbouring team, just to see if it sticks.
- Elaine Turvey NoneLet's not rush into anything like that. I'd rather the existing people got proper use out of it first. If the numbers keep going up, we can talk about it.
- Marcus Bell NoneThat's fair, and I wasn't going to push. I mention it so you know it's there. Is there anything on your side, any changes in the team or in the systems you use, that I should know about?
- Elaine Turvey NoneNothing at the moment. We're a stable team, which in this business is a blessing. If that changes I'll tell you.
- Marcus Bell NonePerfect. Then what I'll do is send you that one-page note on usage, and Tom, who looks after the contract side, will be in touch nearer the renewal. Nothing to decide today, obviously.
- Elaine Turvey NoneGood, because I don't decide things on a call. I'd want to see the page first and talk to a couple of colleagues.
- Marcus Bell NoneOf course. Shall we book another thirty minutes nearer the time, so you're not coming to it cold?
- Elaine Turvey NoneYes, let's do that. Send me something in the diary and I'll say yes or no.
- Marcus Bell NoneWill do. Thanks, Elaine. I'll get the page over to you this week.
- Elaine Turvey NoneThank you, Marcus. Speak soon.
- Marcus Bell NoneSpeak soon. Bye now.
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