Ardenmore Pension Administration / BG-Demo – Check In
Callcompleted
Ardenmore Pension Administration · 7 Aug 2024 09:00
Harjit Bains admits she has not rolled the brain out beyond her own people, and Elaine wants a usage case for the board before the 30 Aug 2024 renewal. About six of 25 licensed users are active. A member queries session is proposed.
What was said
What this says
As at Fri 9 Oct 2026Harjit Bains admits she has not rolled the brain out beyond her own people, and Elaine wants a usage case for the board before the 30 Aug 2024 renewal. About six of 25 licensed users are active. A member queries session is proposed.
What happened: Marcus Bell took Harjit through usage, tickets and the renewal. Active users are steady at about six against 25 licensed, and the records were fresh, which Harjit confirmed with a live query.
Customer view: Harjit said Elaine asked who is actually using it and she could not answer beyond her own people. She wants the member queries team shown the brain and before and after numbers to give Elaine.
Commercial: The contract runs to 29 Aug 2024 with renewal on 30 Aug 2024. Tom sends the paperwork to Elaine and Paula, and Marcus said price questions are Tom's.
Watch: The evidence does not show whether Elaine will renew. Adoption is thin and the timing is tight for a before and after case.
Themes
As at Fri 9 Oct 2026Theme
Renewal and adoption gap
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- Harjit checks the member queries team's diary and replies to Marcus by the end of the week.
- Harjit sends Marcus a few general examples of how her team uses the brain before trustee meetings today.
- Marcus sends Elaine and Paula the usage summary.
Risks
As at Fri 9 Oct 2026- Only about six of 25 licensed users are active, so Elaine has little usage to point to for the board.
- Harjit's own team carries the usage, so the value is not yet visible across the wider organisation.
- The renewal date of 30 Aug 2024 is close, leaving little time for a before and after comparison.
Opportunities
As at Fri 9 Oct 2026- A half-hour session for the member queries team could widen use of the existing seats.
- Before and after numbers would give Elaine a usage case for the board.
Transcript
Marcus BellMorning, Harjit. Can you hear me alright?
Harjit BainsMorning, Marcus. Yes, loud and clear. Sorry, I'm eating the last of my toast, it's an early one.- Marcus BellNo problem at all, I've got a coffee going myself. Thanks for doing nine o'clock, I know it's a bit early.
- Harjit BainsIt suits me, honestly. I've got the trustee meeting coming up next week, so I'd rather get things sorted before the diary fills up.
- Marcus BellRight, that's useful, because I was going to ask. Shall I share my screen and say what I want to cover?
- Harjit BainsPlease do.
- Marcus BellSo, three things. Usage since we last spoke, the tickets, and then where we are with the renewal, because the contract date is coming up. And then anything you want to raise. Can you see it?
- Harjit BainsYes, I can see the usage page.
- Marcus BellGood. So, active users are steady. About six on an average day, same as before, no real change since the previous quarter. You're licensed for 25, so there's room, as we said on the last call with Elaine.
- Harjit BainsYes. I know. I've been thinking about that, actually.
- Marcus BellGo on.
- Harjit BainsI've not rolled it out to the wider team, and I should have. Elaine asked who is actually using it, and I couldn't give her a good answer beyond my own people. I don't want that to be the reason it doesn't carry on.
- Marcus BellThat's a sensible way to look at it. I'm not going to push you on seats, that's a conversation for Tom and Elaine. But if there's a team you think would get something out of it, I'm happy to jump on a call and show them.
- Harjit BainsThe people who handle member queries, I think. They're the ones who are always opening three screens.
- Marcus BellRight, so a short session, half an hour, walking through how they'd ask it about an open query. Shall we book that?
- Harjit BainsLet's do that, but let me check the team's diary first. Can I come back to you by the end of the week?
- Marcus BellOf course. No rush at all. Okay, let me scroll down to the questions. Mostly the same pattern as before, scheme records, member queries, what's outstanding with a client. It comes in waves around your meetings.
- Harjit BainsThat's right. Well, it'll spike next week, for certain. I'll be in it most of Tuesday.
- Marcus BellThen, sorry, before that, it'd be worth a quick check that the records are fresh. The nightly refresh has been completing, I've looked, and I can see the records are still coming in. Nothing stale on my side.
- Harjit BainsGood. Let's check the scheme record on one of mine at the end, just so I'm comfortable. No surprises for the client.
- Marcus BellHappy to. We could do it now, if you've got a scheme in mind.
- Harjit BainsLet me think. Not by name, if that's alright, I don't want a scheme name on a recording. I'll just ask it something generic.
- Marcus BellSure. Ask it what's open for one of your larger clients, and I'll watch what comes back.
- Harjit BainsRight, I've typed it in. And it's, yes, it's listed the open items and the last few member queries, with dates. That looks right to me. That matches what I had in my notes.
- Marcus BellGreat. So that's the freshness question answered at least for that one. If anything looks off before the meeting, tell me straight away and I'll look at it.
- Harjit BainsI will. Thank you.
- Marcus BellOn tickets, there were two in the last month, neither high priority, both closed. Nothing waiting on you.
- Harjit BainsYes, I think one of those was mine. A small how-to question, and the answer came back quickly.
- Marcus BellGood, that's what I'd hope. Now, the renewal. The contract runs to 29 Aug 2024, the renewal date is 30 Aug 2024. Tom's sending the paperwork over to Elaine and Paula, and Elaine's looking at a usage case for the board.
- Harjit BainsShe said as much. Let's not rush, which is very Elaine.
- Marcus BellHa, yes. I'll be honest, the price side isn't mine, that's Tom's, so I'd send those questions to him. What I can do is make sure the usage picture is clear. You said you'd send a few examples of how the team uses it before trustee meetings?
- Harjit BainsI haven't, I'm sorry. It's been a week. I'll do it today, I promise. General terms, no member data, just the sort of questions we ask and why they matter.
- Marcus BellThat's all I need. Even a few bullet points will do. I'll fold them into the one-pager.
- Harjit BainsCan I ask something slightly different? If Elaine were to say yes, is there anything that changes in how we use it? Is there anything I should be doing differently?
- Marcus BellHonestly, the main thing is getting more people asking questions, because that's the best sign of value. You've got the right habit with your own team. It's the wider group, and keeping it up when you've got a busy month.
- Harjit BainsUnderstood. And if I did the session with the member queries team, would you be able to pull numbers after a few weeks? So I've got something to show Elaine?
- Marcus BellYes, I can do before and after. The timing's tight for this renewal, but it'd be a good thing to have for any conversation about it, whichever way it goes.
- Harjit BainsGood. Then I'll aim for the session soon and get you the examples today.
- Marcus BellPerfect. So to recap: you'll check the diary for the member queries team and come back by the end of the week, send me the examples today, and I'll send Elaine and Paula the usage summary. Anything else from you?
- Harjit BainsNo, I think that's it. Thank you, Marcus, this has been really helpful.
- Marcus BellCheers, Harjit. Good luck with the trustee meeting. Speak soon.
- Harjit BainsThank you. Speak soon. Bye.
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