Ardenmore Pension Administration / BG-Demo – Check In
Callcompleted
Ardenmore Pension Administration · 9 Dec 2024 16:30
Finance Director Elaine Turvey asked who is using the brain and how to justify it to the board. About six of 25 licensed users were active. She wants a one-page usage summary before any renewal talk.
What was said
What this says
As at Fri 9 Oct 2026Finance Director Elaine Turvey asked who is using the brain and how to justify it to the board. About six of 25 licensed users were active. She wants a one-page usage summary before any renewal talk.
What happened: Marcus Bell reported about six active users out of 25 licensed over thirty days, up a little on the previous quarter. Elaine asked to see evidence rather than hear it.
Customer view: Elaine said she keeps asking whether it can be justified to the board, though not yet. She hears very little from the team and does not want to assume that is good news.
Commercial: The renewal is at the end of August the following year. Elaine asked that commercial terms go through Tom Ashdown, with Marcus covering usage, and declined to pencil in a new-year call until she has seen the summary.
Watch: One high priority ticket in the last month had no detail to hand on the call. Marcus promised to send it.
Themes
As at Fri 9 Oct 2026Theme
Adoption and board justification
Importance
renewal
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- Marcus Bell to send Elaine the detail and handling of the high priority ticket.
- Marcus Bell to send a one-page usage summary showing active users by month and questions asked.
- Marcus Bell to ask Harjit what the team wants, copying Elaine, and brief Tom Ashdown for the renewal.
Risks
As at Fri 9 Oct 2026- Only about six of 25 licensed users are active, so the value case for the board is thin.
- Elaine hears very little from the team and has not confirmed they are satisfied.
- A high priority ticket from the last month had not been reviewed with the customer.
Opportunities
As at Fri 9 Oct 2026- A clear one-page usage summary could give Elaine the evidence she wants for the board.
- The client relationship team already uses the brain to prepare for client meetings.
Transcript
Marcus BellHello Elaine. Good afternoon. Can you hear me?
Elaine TurveyGood afternoon, Marcus. Yes, I can hear you. Can you hear me?- Marcus BellLoud and clear. Thanks for making the time, I know it's getting towards the end of the day.
- Elaine TurveyThat's fine. Before we start, can I ask about adoption? Who is actually using it at the moment?
- Marcus BellYes, that's exactly where I wanted to start, so good. Let me share my screen. I've pulled the numbers. Can you see the page?
- Elaine TurveyI can.
- Marcus BellSo you've got 25 licensed users. Over the last thirty days, about six have been active on average. That's up a bit on the previous quarter, not dramatically, but moving the right way.
- Elaine TurveySix of twenty-five.
- Marcus BellYes. I won't dress it up. It's a quarter of the seats, roughly. But it's the right sort of people, mainly the client relationship team, and it has gone up since we last looked.
- Elaine TurveyMm. And what is that team doing with it? In practice.
- Marcus BellMostly preparing for client meetings. They look up the scheme record, ask the brain what's changed, what's outstanding, what a trustee might raise. It's saving them pulling that together from different places by hand.
- Elaine TurveyRight. I do hear that from Harjit. But I'd like to be able to see it, rather than hear it.
- Marcus BellThat's fair. That's what the numbers are for. What I can do is put together a one-page summary for you with the active users by month, the number of questions being asked, and how that's moved. Plain, no jargon.
- Elaine TurveyThat would be useful. Can we justify that to the board? That's what I keep asking myself. Not today, but when the time comes.
- Marcus BellI understand. And the renewal's not until the end of August next year, so there's time to build a proper case, rather than rushing it.
- Elaine TurveyYes. Let's not rush.
- Marcus BellAgreed. I'd rather you had a few months of real evidence than a hurried one-off.
- Elaine TurveyGood. Now, what else did you want to cover?
- Marcus BellA few small things. Support first. In the last month there's been one ticket, and it was marked high priority. I want to be straight with you that I haven't got the full detail in front of me right now. I'll pull it up after this call and send you the summary, so you can see how it was handled.
- Elaine TurveyPlease do. Was it a problem with the system?
- Marcus BellI don't want to guess. Let me check the record properly and tell you exactly what it was and how long it took. I'd rather be accurate than quick.
- Elaine TurveyThat's fine. Thank you.
- Marcus BellThe invoices are all up to date on our side, nothing overdue. And that's you, I think, so thank you for that.
- Elaine TurveyWe try to keep on top of it.
- Marcus BellIt's appreciated. Is there anything on your side? Anything you've heard from the team that's been bothering them about the tool?
- Elaine TurveyNot directly. Harjit tends to deal with that. I hear very little, which I take to be good, but I'd also rather not assume.
- Marcus BellThat's sensible. Quiet can be good, but I'd rather ask. Shall I check in with Harjit separately, and see whether the team has any wish list?
- Elaine TurveyYes, please do. Keep me copied.
- Marcus BellWill do.
- Elaine TurveyMarcus, one more thing. When we get to the renewal, who do I speak to about the terms? Is that you?
- Marcus BellFor anything commercial, it's Tom Ashdown, your account owner. I'll be there for the usage side and I'll make sure he has the same picture as you, so you're not repeating yourself.
- Elaine TurveyGood. I'd prefer that.
- Marcus BellSo, to recap, so we're clear. I'll send you the detail on that ticket, I'll pull together the one-page usage summary, and I'll speak to Harjit about what the team wants, copying you in.
- Elaine TurveyYes. That's what I have as well. Thank you, Marcus.
- Marcus BellNo problem at all. Happy to jump on a call again once you've had a look at it. Shall we pencil half an hour in the new year?
- Elaine TurveyLet's see how the summary looks first. Then we'll decide.
- Marcus BellOf course. Have a good evening, Elaine, and a good run up to Christmas.
- Elaine TurveyAnd you. Goodbye.
- Marcus BellBye now.
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