Ardenmore Pension Administration / BG-Demo – Onboarding
Callcompleted
Ardenmore Pension Administration · 3 Oct 2023 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
As at Fri 9 Oct 2026On 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
As at Fri 9 Oct 2026Theme
Onboarding blocked on access
Importance
complaint
Sentiment
mixed
Voice
decision-maker
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- 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
As at Fri 9 Oct 2026- 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
As at Fri 9 Oct 2026- Once the second source lands, inviting the whole client team can show the value she wants to report.
Transcript
Callie BrennanMorning both. Can you hear me alright?
Harjit BainsMorning Callie, yes, loud and clear. Sukhvinder's just in the lobby, I can see him waiting.
Sukhvinder DhillonHi, sorry. The link opened in the wrong browser and I had to sign in again. Can you hear me?- Callie BrennanPerfect, 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 BainsThat'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 BrennanUnderstood. 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 DhillonYes, 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 BainsAnd rightly so. We don't share member data outside the rules, that's not negotiable for us.
- Callie BrennanNo, 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 DhillonYeah, 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 BrennanGood. 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 BainsThat'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 BrennanMm. 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 BainsRight. Okay. So it's not broken, it's just not there yet.
- Callie BrennanExactly. And I should have been clearer about that in my first note, so that's on me.
- Sukhvinder DhillonCan 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 BrennanYes. Give me a second, I'll pull up the refresh log and share my screen. Can you see that?
- Sukhvinder DhillonYes, I can see it.
- Callie BrennanSo 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 DhillonOh. Yeah, that'll be the old import. Someone typed 'see file' in a lot of those, years ago.
- Harjit BainsThat sounds like us, I'm afraid.
- Callie BrennanIt'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 DhillonSecond one is fine by me. Harjit?
- Harjit BainsYes, as long as nothing disappears quietly. I want to see which ones were flagged. No surprises for the client.
- Callie BrennanThat'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 BainsCan 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 BrennanThat'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 DhillonThat makes sense. I'd been wondering whether to send the invites anyway.
- Harjit BainsHmm. Yes, I see that. First impressions, really. So the order is access, then the second source, then the team.
- Callie BrennanThat'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 DhillonOne 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 BrennanGood 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 DhillonOkay, good. I'd like that in writing.
- Callie BrennanYou'll have it. I never hand over without one.
- Harjit BainsSorry, I've got to be careful with time, I have another call at ten. Can we pin down the dates?
- Callie BrennanYes, 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 DhillonI think so. If they push back I'll tell you on Thursday rather than Friday afternoon.
- Callie BrennanThank 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 BainsI 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 BrennanLovely. 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 BainsPerfect. Thanks, Callie. Thanks, Sukhvinder.
- Sukhvinder DhillonThanks both. Speak next week.
- Callie BrennanCheers all. Bye for now.
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