Ardenmore Pension Administration / BG-Demo – Onboarding
Callcompleted
Ardenmore Pension Administration · 19 Sep 2023 09:30
Callie Brennan ran the 19 Sep 2023 onboarding with Harjit Bains and Sukhvinder Dhillon. Written access to member notes is the gate, the scheme records may not fit four connectors, and only one person has logged in so far.
What was said
What this says
As at Fri 9 Oct 2026Callie Brennan ran the 19 Sep 2023 onboarding with Harjit Bains and Sukhvinder Dhillon. Written access to member notes is the gate, the scheme records may not fit four connectors, and only one person has logged in so far.
What happened: Callie agreed an order of sources, starting with the CRM, then the helpdesk, then the shared drive. She will not start a connector without written access to client notes.
Customer view: Harjit wants to tell the trustees the team can answer member queries from one place, and wants no surprises. He is cautious about member data and asked for the in-Snowflake point in writing.
Commercial: Starter allows four connectors and the scheme records system may not fit. Harjit said those records matter most to the team, so a fourth source may become a connector-limit conversation.
Watch: The trustee action field is free text and will not map cleanly. Harjit wants a small first user group of six or seven, and Sukhvinder is the only active user so far.
Themes
As at Fri 9 Oct 2026Theme
Onboarding access and sources
Importance
neutral
Sentiment
positive
Voice
decision-maker
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Sukhvinder to send written confirmation of notes access, with Harjit's agreement, before Callie starts the CRM connector.
- Sukhvinder to send names and email addresses for the first user group by Thursday.
- Callie to write the setup note, including that everything stays inside the customer's own Snowflake account, and introduce Marcus Bell and Tom Ashdown.
Risks
As at Fri 9 Oct 2026- The connector start depends on written sign-off for access to member notes, which Harjit wants checked against the scheme record rules.
- The scheme records system, which the team values most, may not fit within the four Starter connectors.
- The trustee action field is free text and may not map well, and the trustees care about it most.
Opportunities
As at Fri 9 Oct 2026- A fourth source, the scheme records, could lead to a connector-limit or tier conversation once the first refresh lands.
- A well-received first refresh gives Harjit something concrete to tell the trustees.
Transcript
Callie BrennanMorning both. Can you hear me all right? I've got you on the screen but the audio flickered for a second.
Harjit BainsMorning Callie. Yes, we can hear you fine. Sukhvinder is just coming in, I can see him in the lobby.
Sukhvinder DhillonSorry, sorry. Joined on the wrong link first. Morning. Can you hear me?- Callie BrennanLoud and clear. No problem at all. Right, let me tell you the plan for the next forty-five minutes so we all know where we're heading. First, I want to confirm which sources we connect and in what order. Second, what I need from your side is written access for each of them. Third, the field mapping for your scheme records. And last, who gets invited as a user, because you have fifteen seats on Starter. Does that look right?
- Harjit BainsThat's right. Can I say one thing first, though? We've got a trustee meeting coming up and I'd really like to be able to say the team can answer member queries from one place. I'm not expecting miracles by then, but what will the trustees ask? They'll ask whether it's live.
- Callie BrennanUnderstood. And that's a fair question to be asked. I'd rather give you an honest answer than a quick one. Before we switch on the refresh, I want to check each mapping myself, so I'll tell you what is live and what isn't, source by source. That's a better thing to say to trustees than a vague yes.
- Harjit BainsYes, no surprises for the client. That's all I want.
- Sukhvinder DhillonCan I ask about the order? Because the scheme records are the messiest. The client-relationship notes sit in the CRM and they're reasonably tidy. The scheme data is in a different place and it's, well, it's historical.
- Callie BrennanMm. That's useful. My suggestion is we start with the CRM, because that maps cleanly and gives us a first refresh we can look at. Then we add the helpdesk, then the shared drive. You've got four connectors on Starter, so we have a bit of room but not a lot.
- Sukhvinder DhillonFour. Okay. So the scheme records system might not fit?
- Callie BrennanIt might, it depends what you want the brain to read. Let's not decide that today. Let's get the first three in and then see what the first refresh tells us. If you want a fourth, we'll talk about it properly.
- Harjit BainsI'd say the scheme records matter most to the team, honestly. But I'd rather see something working first than argue about it now.
- Callie BrennanAgreed. Now, the access. I've seen the ticket from last week about the permissions on the CRM connector. Sukhvinder, that's the high priority one you raised?
- Sukhvinder DhillonYes. I marked it high because I was worried it would hold up the whole thing. The service account we created can read contacts but not the notes. I think it's a role setting but I didn't want to guess and change something I shouldn't.
- Callie BrennanGood, that's exactly the right instinct. Please don't widen anything on a guess. What I need from your side is a written confirmation, an email is fine, saying the service account is allowed to read notes and attachments on client records. Then I'll start the connector. I never start one without written access.
- Sukhvinder DhillonOkay. I'll need Harjit to sign off on that, because it includes the member notes.
- Harjit BainsYes. Let's check the scheme record rules first. Some of those notes mention members by name and I'm not going to share member data outside the rules. If the connector only reads, and it all stays inside your own Snowflake account, I'm comfortable. But I'd like that in writing too.
- Callie BrennanThat's a fair point, and it's how it works. Everything is built and run inside your Snowflake account, nothing leaves it. I'll put that into the setup note so you have it in front of you when someone asks.
- Sukhvinder DhillonThat would help. Honestly, I'm the only one who's logged in so far. Harjit has had a look, but it's mostly me poking around.
- Callie BrennanThat's normal at this stage. It's roughly one person on the platform before the first refresh, because there's nothing much to see. It'll change once there's something to ask. Which brings me to the users. Fifteen seats. Who do you want in the first group?
- Harjit BainsI'd start small. The client-relationship team, so the people who prepare for trustee meetings. Perhaps six or seven. I don't want fifteen people logging in to an empty system and deciding it's no use.
- Callie BrennanSensible. Small group, first refresh lands, then you invite the rest. Sukhvinder, can you send me a list of names and email addresses for the first group by the end of the week?
- Sukhvinder DhillonYes, I can do that. Thursday is fine.
- Callie BrennanBrilliant. Now, the mapping. Can I share my screen? I've drafted the fields from the CRM export you sent. Tell me if anything looks wrong.
- Sukhvinder DhillonGo on. I can see it.
- Callie BrennanSo, scheme name, client contact, meeting date, query category, status. Those five map cleanly. The one I'm unsure about is this field here called, let me read it, 'trustee action'. Is that free text or a list?
- Sukhvinder DhillonFree text, mostly. People write whatever they like. Some of it is a list, some of it is a sentence. I did try to clean it up once and gave up.
- Callie BrennanRight. Then I won't pretend it maps cleanly. I'll bring it in as text and we'll see what the brain makes of it. I'm not going to say it should be fine when I haven't checked.
- Harjit BainsThat's honest. And that's the field the trustees care about most, funnily enough. What they asked us to do last time.
- Callie BrennanThen we'll look at it properly after the first refresh. I'd rather you saw it, tell me what is wrong, and I fix it, than I guess now.
- Sukhvinder DhillonFine by me. What about the nightly refresh? When does it run, and what happens if it fails?
- Callie BrennanThe nightly refresh finishes by 07:00 on business days, on every tier. If it fails, you'll see it on the admin page and I'd expect a ticket from you or an alert to us. For now, I'll watch the first few myself.
- Harjit BainsGood. That's what I'd tell the trustees. Checked every morning, and somebody looking at it.
- Callie BrennanLet me summarise then, so we all leave with the same list. One, Sukhvinder sends written confirmation of the notes access, with Harjit's agreement. Two, the first group of names by Thursday. Three, I start the CRM connector once I have that in writing, then the helpdesk, then the shared drive. Four, I write the setup note and send it to both of you. Anything missing?
- Sukhvinder DhillonI think that's everything. Oh, one question. Who do I speak to after you hand over? Is it you?
- Callie BrennanAfter onboarding it's Marcus Bell, your customer success manager. And Tom Ashdown holds the commercial side. I'll introduce you both properly before I step back.
- Harjit BainsLovely. Thank you, Callie. That was clearer than I expected.
- Callie BrennanThanks both. Speak soon. Thanks, Callie.
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