Ardenmore Pension Administration / BG-Demo – Check In
Callcompleted
Ardenmore Pension Administration · 8 Apr 2024 15:00
Marcus Bell's 8 Apr 2024 check-in with Harjit Bains: usage is up and connectors are clean. The term ends 29 Aug 2024 and Elaine decides renewals, so Harjit wants a usage page for her.
What was said
What this says
As at Fri 9 Oct 2026Marcus Bell's 8 Apr 2024 check-in with Harjit Bains: usage is up and connectors are clean. The term ends 29 Aug 2024 and Elaine decides renewals, so Harjit wants a usage page for her.
What happened: Marcus walked Harjit through last quarter's numbers. Active users rose by more than three quarters, questions are spread across the team, and connectors and records indexed are healthy.
Customer view: Harjit was pleased and said the team now check the scheme record before speaking to a client. The only ticket was a how-to, and she is the main admin for now.
Commercial: The term runs to 29 Aug 2024 with renewal on 30 Aug 2024. Harjit cannot commit without Elaine, who will want a usage case including question counts.
Watch: Elaine was not on this call. Harjit sees no other teams coming on yet, so expansion is not in view before the trustee cycle.
Themes
As at Fri 9 Oct 2026Theme
Usage growth ahead of renewal
Importance
renewal
Sentiment
positive
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Marcus Bell sends Harjit dates for thirty minutes with the team leaders today.
- Marcus gets a short usage page with question counts to Harjit and Elaine the following week.
Risks
As at Fri 9 Oct 2026- Elaine, who decides renewals, was not on the call and will need a usage case before she commits.
- Harjit is the only named admin, so the account leans on her.
Opportunities
As at Fri 9 Oct 2026- Question counts month on month give a strong value story for the trustees and Elaine.
- Other teams may come on once the trustee cycle is over, though none is asking yet.
Transcript
Marcus BellAfternoon, Harjit. Can you see my screen alright? I'm just going to share it now. What I want to cover today is how the team's been using the brain since the extra seats went in, and then anything you'd like me to look at.
Harjit BainsAfternoon, Marcus. Yes, I can see it. Good to speak. I've got a trustee meeting coming up so you've caught me in the middle of preparing, but I do want to hear the numbers. It helps me to start with the facts.- Marcus BellPerfect, that's exactly what I've brought. So I've pulled the numbers for the last quarter. Active users first. You've got twenty five licences now, and on an average day it's between five and six people in there. That's up by more than three quarters on the quarter before.
- Harjit BainsMore than three quarters. That's more than I'd have guessed, to be honest. I knew the scheme administrators had picked it up, but I didn't think it was quite that much.
- Marcus BellIt's mostly them. If I look at who's asking questions, it's spread across the team rather than one person doing everything, which is a good sign. Before it was a bit weighted to you and one or two others.
- Harjit BainsYes, I'd noticed I was the one people kept asking to run things. I'm pleased it's moved. What kind of questions are they asking? Is it mostly looking up a scheme, or member queries?
- Marcus BellA mix, from what I can see. Scheme lookups for the client meetings, and then a lot of what I'd call catching up on a client before a call. Which I think is what you hoped for when you bought it.
- Harjit BainsIt is, yes. Let's check the scheme record before we say anything to a client. If the team do that without being told, I'm happy.
- Marcus BellThey are. Next one is the connectors. Nothing's changed there, they're all loading, and the records indexed keep going up, so the data's fresh. Nothing's gone flat.
- Harjit BainsGood. That's what I was a bit worried about, actually, after the system changes on our side. Nobody's told me about anything not loading.
- Marcus BellNo, it's been clean. There was one ticket last month, a how-to I think, and that's closed. Nothing else. No invoices outstanding on our side either.
- Harjit BainsRight. That fits, then. The ticket was one of the new team leaders asking how to narrow a search. I told her to ask you.
- Marcus BellThat's exactly what it was. Happy to jump on a call with the new people if it'd help. Shall we book thirty minutes with the team leaders, maybe in a couple of weeks?
- Harjit BainsYes, I'd like that. After the trustee meeting would be better. Can you send me a couple of dates and I'll find what suits them?
- Marcus BellWill do. I'll send them over today. Now, the other thing I wanted to flag is the contract. The current term runs to 29 Aug 2024 and the renewal date on our side is 30 Aug 2024. So it's coming up in the summer.
- Harjit BainsYes. Elaine will want to look at that. She decides on renewals and she'll want a usage case. She always does. I can't commit anything without her, you know that.
- Marcus BellOf course. That's partly why I've pulled these numbers. If it's useful I can put them into a short page for Elaine, who's using it, how often, what it's replaced. I'll leave anything on price to Tom, that's his side, but the usage I can do.
- Harjit BainsThat would be very helpful. A short page. And can you include the question counts? The trustees like a number.
- Marcus BellYes, I'll include questions asked, month on month. It's the best single measure of whether people are getting value, so I'd want it in there anyway.
- Harjit BainsLovely. Thank you, Marcus. Is there anything you need from me? I know I'm usually the one asking.
- Marcus BellTwo things, really. Who'll be the main admin on your side going forward, so I know who to talk to about the connectors? And whether there are any other teams who might want to come on. I'm not pushing it, just so I'm not surprised.
- Harjit BainsMain admin is me for now. I'll let you know if that changes. And other teams, not yet. Let's see how the trustee cycle goes first, then I'll know who's asking for what.
- Marcus BellNo problem. So to sum up. I'll send you dates for the thirty minutes with the team leaders today, and I'll get the usage page to you and Elaine next week. Anything else I've missed?
- Harjit BainsNo, I think that's everything. Thanks again, Marcus. It's good to have the facts in front of me before the meeting.
- Marcus BellPleasure. Good luck with the trustees. Speak soon.
- Harjit BainsThank you. Goodbye.
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