Ardenmore Pension Administration / BG-Demo – Training
Callcompleted
Ardenmore Pension Administration · 19 Oct 2023 14:15
Training call on 19 Oct 2023 with Matthew Grice and Sukhvinder Dhillon. The access change restored the missing schemes, but most licensed users are still invited and have never logged in.
What was said
What this says
As at Fri 9 Oct 2026Training call on 19 Oct 2023 with Matthew Grice and Sukhvinder Dhillon. The access change restored the missing schemes, but most licensed users are still invited and have never logged in.
What happened: Sukhvinder had changed the service account access on the Monday. Matthew re-ran the trustee meeting question and saw both missing schemes and a third he had not expected.
Customer view: Sukhvinder was relieved the fix worked and said he is happy with the admin console. Matthew said most of the team will try it once there is a reason to, and he has shown pages to two people.
Commercial: Callie Brennan explained that fifteen users is a soft limit and four connectors is a hard limit on Starter, and that a fifth source needs a swap or an add-on conversation.
Watch: only a few users are active and the rest have never logged in. Adoption, not data completeness, is now the renewal risk.
Themes
As at Fri 9 Oct 2026Theme
Access fix, admin handover
Importance
neutral
Sentiment
positive
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 send the setup note by the end of the week, with connectors, credential owners and contacts.
- Matthew Grice to send the owner names to Callie the next day.
- Callie to check the two open tickets that afternoon and close them once Matthew updates them.
Risks
As at Fri 9 Oct 2026- Most licensed users have been invited but never logged in, so usage is thin.
- Two earlier tickets are still open until the answers are confirmed correct.
Opportunities
As at Fri 9 Oct 2026- Pages gave Matthew a concrete way to bring colleagues in, and two people have seen it.
- A fifth source would need a connector swap or an add-on, which is a possible conversation with the account owner.
Transcript
Callie BrennanHello both. Sukhvinder, lovely to finally have you on a call. Matthew, you're on mute, I think.
Matthew GriceSorry. Hello. Yes, afternoon, both.
Sukhvinder DhillonHello. Afternoon. Apologies, I've got a meeting that may drag into the end of this, so if I drop off for a minute that's why.- Callie BrennanNo problem at all. Here's the plan for the next hour and a half. First, a quick recap of what we found last week. Then the admin side for Sukhvinder: users, connectors, the nightly refresh and what to do when something looks wrong. Then Matthew's day to day. And we finish with who does what afterwards.
- Sukhvinder DhillonThat's fine. I'm mostly here for the admin part, to be honest.
- Callie BrennanUnderstood. Recap first, then. Last week Matthew noticed some schemes missing from answers. The connector loaded, but only part of the folder was readable. Sukhvinder, you got my note about that?
- Sukhvinder DhillonI did. I changed the access for the service account on the Monday. I wasn't sure if I should tell you or if you'd see it.
- Callie BrennanTell me, always, it's very helpful. And before we switch on the refresh again, I want to check one thing in the log with you watching. Matthew, can you try that question again about the trustee meeting queries?
- Matthew GriceRight. Okay, it's now showing both of the schemes that were missing. And a third one I hadn't thought of.
- Callie BrennanThat maps cleanly, then. Good. So the access change did what we hoped.
- Sukhvinder DhillonThat's a relief, I thought I'd made a mess of it.
- Callie BrennanNot at all. Now the admin console. Sukhvinder, can you share your screen and go to the users page?
- Sukhvinder DhillonOkay. So this is everyone. There are only a few active, and the rest are invited but never logged in.
- Callie BrennanYes, and that's the picture I'd expect. You have fifteen licensed users on Starter. It's a soft limit, so nothing breaks if you go over, but you'd want to know. What I need from your side is to decide who in the client-relationship team should actually be in there.
- Matthew GriceI can give you that. I've spoken to the team and most of them said they'd try it once there was a reason to. The pages thing helped, I think. I showed it to two people.
- Callie BrennanBrilliant. That's the best way in. Keep it small and concrete.
- Sukhvinder DhillonCan I ask about connectors? We've got four, haven't we? Is that a hard limit?
- Callie BrennanFour, yes, and that one is hard on Starter. So if you wanted to add a fifth source you'd need either to swap one out or talk to your account owner about an add-on. Let's look at the connectors page and I'll show you what each status means.
- Sukhvinder DhillonSo if it says failed there, is that the credentials, or is it the source?
- Callie BrennanIt could be either, so click into it and read the message. If it's credentials, it'll say authentication. Rotate the password on your side and re-enter it here. If it's the source, say someone moved a folder or renamed a field, then the records indexed number will sit flat and that's your clue.
- Sukhvinder DhillonRight. Flat means something's changed upstream. I'll write that down.
- Callie BrennanAnd the refresh completes by seven in the morning on business days. If you come in and it hasn't, that's worth a ticket. Don't wait.
- Matthew GriceCan I ask one thing before we finish? Two tickets are still open from before. Do those close now or do I leave them?
- Callie BrennanLeave them for now, and I'll check them this afternoon. If the answers are right in the morning, update them yourself and I'll close them.
- Sukhvinder DhillonThat's me, I think. I'm happy with the console now. I'll just need the written bit so I'm not relying on memory.
- Callie BrennanYes, that's the setup note. It'll have the connectors, who owns the credentials, what the statuses mean and who to contact. I'll send it by the end of the week. Please check I've got the owners right.
- Matthew GriceGreat. I'll get those names to you tomorrow. Thank you both.
- Callie BrennanThanks all. Speak soon. Bye.
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