Ardenmore Pension Administration / BG-Demo – Onboarding
Callcompleted
Ardenmore Pension Administration · 25 Sep 2023 16:00
On the 25 Sep 2023 onboarding call, Sukhvinder Dhillon was worried: the first refresh loaded contacts and meetings but not notes or scheme documents, both caused by access permissions. Users are not yet invited.
What was said
What this says
As at Fri 9 Oct 2026On the 25 Sep 2023 onboarding call, Sukhvinder Dhillon was worried: the first refresh loaded contacts and meetings but not notes or scheme documents, both caused by access permissions. Users are not yet invited.
What happened: Callie Brennan traced both open tickets to access settings. The service account lacks a notes and attachments permission, and is not in the group that shares the client scheme folder.
Customer view: Sukhvinder was nervous that it was her fault and that the platform was not working. She said the scheme documents are the whole point, and that if they do not come in the team will not use it.
Commercial: Adoption is the exposure. Only Sukhvinder is really using it because she held back invites, and Harjit has a trustee meeting where she hopes to show something. Fifteen seats are included, which matches the Starter tier.
Watch: Harjit did not attend and holds the approval and the trustee expectation. Nothing is live until written approvals arrive, and the evidence does not show whether they did.
Themes
As at Fri 9 Oct 2026Theme
Onboarding access gaps
Importance
complaint
Sentiment
mixed
Voice
user
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Sukhvinder to send written approval for read-only notes and attachments access, copying Harjit.
- Sukhvinder to ask her IT colleague to add the service account to the group, for client scheme folders only.
- Callie to write the three lines for Harjit, rerun the connectors once approvals are in, and send the setup note.
Risks
As at Fri 9 Oct 2026- Notes and scheme documents are not indexed until the customer approves access in writing, which puts the trustee meeting expectation at risk.
- Users are not invited, so the team may not form the habit of using B-Viz.
- Harjit, who owns the approvals and the client relationship, was not on the call.
Opportunities
As at Fri 9 Oct 2026- Once the connectors are rerun, the scheme documents give a clear value case for the team.
- Callie's three lines for Harjit let her present what is live without over-promising.
Transcript
Callie BrennanHello Sukhvinder. Good afternoon. Can you hear me?
Sukhvinder DhillonAfternoon, Callie. Yes. Sorry, I'm on a different laptop today, so the camera is off. It's been one of those days.- Callie BrennanThat's fine, no need for the camera. Let me say what I'd like to cover in the next forty-four minutes. First, where we are with the two open tickets. Second, what the first refresh actually brought in and what it didn't. Third, what I need from your side to close the gaps. And then I'll tell you what I'll write in the setup note. Is Harjit joining us?
- Sukhvinder DhillonNo, she's tied up with a client. She said to go ahead and she'll read whatever we send. So it's just me, I'm afraid.
- Callie BrennanThat's okay. Just tell me where you're at. Honestly, I could hear in your last email that you were a bit worried.
- Sukhvinder DhillonI am, a bit. The first refresh ran and I went in expecting to see the client records. And the contacts are there, but the notes aren't, or only some of them. I opened both tickets because I couldn't tell if I'd done something wrong.
- Callie BrennanYou haven't done anything wrong. Let me be clear about that. I looked at it this morning. The connector read the contacts and the meeting records, but it stopped at the notes. So what we have is a permissions gap on the service account, not a problem with the brain.
- Sukhvinder DhillonThat's what I thought. But the role looked right to me. I checked it twice. It says it can read everything on client records.
- Callie BrennanMm. It might be the notes sit in a separate object that the role doesn't cover. That's quite common. Can you share your screen and show me the role page? I don't want to guess.
- Sukhvinder DhillonSure. One second. Can you see it?
- Callie BrennanI can. Scroll down a bit. Stop there. Yes. There. Notes and attachments are listed as a separate permission and it's switched off.
- Sukhvinder DhillonOh. Right. So that's why. I'd have to turn that on, but I'd want it approved, because it's member information.
- Callie BrennanExactly. And that's what I need from your side, please. A written approval, an email is fine, that the service account may read notes and attachments, read only. Copy Harjit. Once I have it in writing I'll rerun the connector. Not before.
- Sukhvinder DhillonOkay. I'll ask her now, actually. I'm just a bit nervous about it because the other ticket is about the shared drive and that's the same sort of thing, isn't it?
- Callie BrennanSimilar, yes. Tell me what you're seeing on that one.
- Sukhvinder DhillonThe connector says it's configured but there's nothing indexed. Zero documents. I marked that one high as well, because the scheme documents are the whole point. If those don't come in the team won't use it.
- Callie BrennanThat's a reasonable worry and I'm not going to wave it away. Let me look. Can you tell me which folder you pointed it at?
- Sukhvinder DhillonThe top level folder for client schemes. All of it, I think.
- Callie BrennanOkay, I've found it. The connector is pointed at the top level, but the folder is shared with a group and the service account isn't a member of that group. So it can see the folder exists and can't read inside. That's why it shows configured with nothing indexed.
- Sukhvinder DhillonRight. That's, yes, that makes sense. So I need to add the account to the group.
- Callie BrennanYou'd need to ask whoever owns that group, and again I'd want it in writing. I'd also suggest only the client scheme folders, not the whole drive. It keeps things tidy and it's easier to explain to trustees.
- Sukhvinder DhillonHarjit would like that. She keeps saying no surprises for the client. I'll speak to a colleague in IT who manages the groups.
- Callie BrennanGood. Now, I want to say something about expectations, because I think it's part of why you're worried. Right now the brain has a partial picture. That's what a first refresh with two gaps looks like. It doesn't mean the platform isn't working. It means two sources are not fully connected yet.
- Sukhvinder DhillonI understand that. It's just that Harjit has a trustee meeting and she's hoping to show something. I told her it would be ready by then.
- Callie BrennanMm. I'd be careful there. I'd rather she showed the contacts and the meeting history, which are in and correct, and said plainly that notes and documents follow. I can write her three lines saying what's live and what isn't. Would that help?
- Sukhvinder DhillonIt would. Yes. It's easier for her to say what's live than to promise the rest.
- Callie BrennanThen I'll do that tonight. Now, users. You have fifteen seats. How many have you invited?
- Sukhvinder DhillonNot many. I sent the names, as promised, but I held off inviting them because I didn't want people logging in to half the data. So it's still mostly me.
- Callie BrennanThat's understandable, and I'd probably have done the same. But I'd say don't wait for everything to be perfect. Invite two or three people who'll be forgiving, let them try the contacts and the meeting history, and tell them notes are coming. Otherwise nobody gets in the habit.
- Sukhvinder DhillonOkay. That's fair. I can do that tomorrow. Harjit's own team first, probably.
- Callie BrennanLovely. Let me put the actions together so we're both clear. Sukhvinder, you send the written approval for notes access, copying Harjit. You also ask your IT colleague to add the service account to the group, for the client scheme folders only. You invite two or three users tomorrow. I write the three lines for Harjit tonight, rerun the connectors as soon as the approvals are in, and send you the setup note after that.
- Sukhvinder DhillonThat's everything. Thank you. I feel better, honestly. It was just not knowing whether it was my fault.
- Callie BrennanIt wasn't. Both are access settings and they're quick once approved. Speak soon. Thanks, Callie.
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