Ardenmore Pension Administration / BG-Demo – Check In
Callcompleted
Ardenmore Pension Administration · 26 Sep 2024 14:45
Marcus Bell reviewed adoption with Harjit Bains: about six of 25 licensed users are active. Harjit does most of the asking herself. A team session and a usage summary were agreed, ahead of a renewal conversation with Elaine.
What was said
What this says
As at Fri 9 Oct 2026Marcus Bell reviewed adoption with Harjit Bains: about six of 25 licensed users are active. Harjit does most of the asking herself. A team session and a usage summary were agreed, ahead of a renewal conversation with Elaine.
What happened: Marcus walked Harjit through usage. About six of 25 licensed users are active, slightly down on the quarter before. Support and data freshness were quiet.
Customer view: Harjit sees the brain as a before-the-meeting tool. Newer staff do not know what to ask, and she tends to answer for them.
Commercial: Harjit expects Elaine to ask what the company gets for the money at renewal. Marcus promised an honest usage summary and a half-hour lunchtime session for the team.
Watch: Value sits with one person, a key-person risk. Six of 25 active is thin headroom to defend the Starter subscription.
Themes
As at Fri 9 Oct 2026Theme
Low adoption, one asker
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 to give Marcus a lunchtime date after the trustee meeting.
- Marcus to run the half-hour team session.
- Marcus to send Harjit the usage summary within a week or so.
Risks
As at Fri 9 Oct 2026- Only about six of 25 licensed users are active, so the value case at renewal is thin.
- Harjit asks most questions herself, so the value sits with one person.
- Elaine will ask what the company gets for the money when the renewal comes round.
Opportunities
As at Fri 9 Oct 2026- A half-hour team session on Harjit's own scheme records could widen use among newer staff.
- A clear usage summary could show the move upward before renewal.
Transcript
Marcus BellHello Harjit, can you hear me alright?
Harjit BainsI can, yes. Afternoon, Marcus. Sorry, give me a second, I've got the trustee pack open on the other screen and it keeps stealing the sound.- Marcus BellNo problem at all. Take your time.
- Harjit BainsRight, that's sorted. So, I should say, I've got a trustee meeting coming up next week and I'm in the middle of preparing, so if I'm a bit distracted, that's why.
- Marcus BellThat's fine, I'll keep it tight. Happy to jump on a call another time if it's easier, but I only wanted to cover a few things. Let me share my screen. Can you see that?
- Harjit BainsYes, I can see the usage page.
- Marcus BellGood. So I've pulled the numbers for the last month or so, and I wanted to go through how the team is getting on, whether there's anything that's annoying you, and whether there's anything we should be doing differently before we get towards the renewal next year.
- Harjit BainsMm. Sensible.
- Marcus BellSo you've got 25 licensed users. On average over the last thirty days, about six of those are active. That's a little down on the quarter before, so not a big move, but I wanted you to see it.
- Harjit BainsRight. Six. Yes, that sounds about what I'd expect, to be honest. The thing is, a lot of the team are on the phones with scheme contacts for most of the day, and they only really come into the brain when they've got a meeting to prepare for.
- Marcus BellThat makes sense. So it's more of a before-the-meeting tool than a use-it-every-hour tool.
- Harjit BainsExactly that. What will the trustees ask? That's the question I keep coming back to. If I can ask the brain that before I walk in, then I know what's in the scheme record and I'm not surprised.
- Marcus BellWhich is the whole point, really. No surprises for the client.
- Harjit BainsYes. No surprises. That's what I tell the team.
- Marcus BellCan I ask, of the six or so who are in there regularly, is that the same people each week, or does it move around?
- Harjit BainsMostly the same. There's me, and a couple of the senior relationship managers, and then a few others who dip in. I'd say the newer people are the ones who don't. They've not quite got into the habit.
- Marcus BellOkay. That's useful. Is that a training thing, do you think, or more that they don't know what to ask it?
- Harjit BainsI think it's the second one. They look at the search box and they're not sure what to put in. I probably haven't helped, I tend to just do it myself and send them the answer.
- Marcus BellHa, well, that's how a lot of teams end up. One person becomes the person who asks. It's not a problem as such, but it does mean the value is sitting with you rather than with the whole team.
- Harjit BainsNo, that's fair. I can see that.
- Marcus BellWhat I could do is run a short session for the team. Half an hour, nothing heavy. I'd bring some example questions based on what a relationship manager would actually want before a client meeting, and they can try them live on your own scheme records.
- Harjit BainsThat would be really helpful, actually. Could it be at lunchtime? They're more likely to come if there's a sandwich involved.
- Marcus BellLunchtime is fine. I'll leave you to pick the day, and then I'll dial in.
- Harjit BainsLovely. After the trustee meeting, if that's alright. I won't have my head in it before then.
- Marcus BellOf course. Shall we say you let me know a date in the next week or two?
- Harjit BainsYes, I'll do that.
- Marcus BellRight, a couple of other things. Support first. You've had one ticket in the last month. Nothing urgent, nothing flagged high priority, and no overdue invoices on our side either, so that's all quiet.
- Harjit BainsYes, that was one of the team asking how to do something, wasn't it? I think they got an answer quite quickly.
- Marcus BellThat's what I'd expect from the record. It's a how-to, so again, that's a sign people need a bit more of a walkthrough rather than anything being broken.
- Harjit BainsMm, I'd agree with that.
- Marcus BellAnd the data side. Is it feeling current when you look at the schemes? Nightly refresh, that sort of thing. Anything that's looked out of date?
- Harjit BainsNo, I haven't noticed anything. I always check the scheme record before I rely on it anyway, so I'd spot it. It's been fine.
- Marcus BellGood. That's what I wanted to hear.
- Harjit BainsCan I ask you something, Marcus? Elaine will want to know what we're getting for the money when the renewal comes round. She always does. So is there something I can give her that shows how the team is using it?
- Marcus BellYes, definitely. I can put together a short summary with active users, the questions the team has been asking, and how that's moved over the last few months. I'll send it to you, and you can decide what's worth passing on.
- Harjit BainsPerfect. She'll ask who's actually using it, so it would help if it was clear.
- Marcus BellIt'll be clear. And I'll be honest in it. Six of twenty-five is what it is, so it's better if the session gets a few more people in before then, and we can show the move.
- Harjit BainsYes. I'd rather we showed it going up, frankly.
- Marcus BellSame. So, to sum up. You'll let me know a lunchtime date after the trustee meeting, I'll run the half hour for the team, and I'll send you the usage summary in the next week or so.
- Harjit BainsThat's all fine by me. Thank you, Marcus. It's good to have someone looking at it, I don't always get the time.
- Marcus BellThat's what I'm here for. Good luck with the trustees next week.
- Harjit BainsThank you. Speak soon. Bye.
- Marcus BellCheers, Harjit. Bye.
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