Quabbin Clinical Research / BG-Demo – Onboarding
Callcompleted
Quabbin Clinical Research · 7 May 2026 14:00
On the 7 May 2026 onboarding call, Quabbin raised two high priority tickets: study data arriving incomplete, and a test user seeing a sponsor she should not cover. Meredith asked directly whether they will get what they bought.
What was said
What this says
As at Fri 9 Oct 2026On the 7 May 2026 onboarding call, Quabbin raised two high priority tickets: study data arriving incomplete, and a test user seeing a sponsor she should not cover. Meredith asked directly whether they will get what they bought.
What happened: Rachel reported that study management data in B-Viz is incomplete and behind the source system. She also reported that a sponsor relations user could see a sponsor she should not cover, in testing only.
Customer view: Meredith has sold B-Viz internally as one view per sponsor and the study side matters most to her team. She accepted Hamza's straight answers but would not accept any date he could not hold.
Cause so far: Hamza traced the access issue to a combined team scope he set for people covering several sponsors. The missing studies may follow a field name change in the study management system, but he had not confirmed it.
Watch: Nobody new is invited until access is confirmed. Hollie will own the relationship after onboarding and gets a handover note.
Themes
As at Fri 9 Oct 2026Theme
Onboarding data and access
Importance
complaint
Sentiment
mixed
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Hamza to move multi-sponsor users to individual sponsor scope today, with Rachel re-testing on the same two accounts.
- Rachel to get the update notes and a sample export from IT, so Hamza can say whether it is a mapping fix.
- Hamza to send a written summary and handover note to Hollie.
Risks
As at Fri 9 Oct 2026- Study management records are flat after a source system change, so the sponsor view is incomplete for the area Meredith's team cares about most.
- A test user saw a sponsor outside her remit, which touches the customer's confidentiality requirements and trust in the permissions set-up.
- Meredith asked whether Quabbin will get what it bought, and Hamza could not give a fix date.
Opportunities
As at Fri 9 Oct 2026- Fixing the mapping and access scope quickly, with a written summary, can restore confidence in the one view per sponsor promise.
Transcript
Hamza AkhtarHi Rachel, hi Meredith. Can you both hear me?
Rachel FeldmanI can. Hi Hamza. Meredith's just coming in.
Meredith SullivanHi, here. Sorry, back to back since early this morning. I'll be honest, I've got a sponsor on my mind and not a lot of patience, so let's get into it.- Hamza AkhtarOf course. I'm glad you said that, because I want to start with where we are, and it's not as tidy as I'd like. Rachel, you've raised a few tickets since we last spoke, and a couple of them are high priority. Do you want to take me through what you're seeing first?
- Rachel FeldmanYeah. So, the main one is that the study management data isn't showing up properly. We got the export working, I did find out who owns it, but what comes through into B-Viz looks incomplete. Some studies are there, others are missing, and the status is behind what I see in the source system.
- Hamza AkhtarRight. And that's the one marked high priority.
- Rachel FeldmanYes. The second one is access. A person on the sponsor relations team could see a sponsor she shouldn't be covering. It was only in testing, nobody external saw anything, but you can imagine how that sounds.
- Meredith SullivanI do not love that. I'll say it plainly. I can't have one sponsor's information anywhere near another's, even in a test. What does the sponsor know? Nothing, thank goodness, but that's luck.
- Hamza AkhtarThat's fair, and I'm not going to dress it up. Let me deal with that one first, because it matters most. The groups I built came from the list Rachel sent. I scoped them by team and then by sponsor, but for people covering several sponsors I used a combined scope, and I think that's where it opened wider than it should. I'd like to check it with Rachel line by line today, not after the call.
- Rachel FeldmanThat matches what I think happened. Two of the people on my list cover several sponsors, and the group seems to include everything for the whole team.
- Hamza AkhtarYes. So the fix is to move those people to scope by individual sponsor and remove the team level rule. I can do that this afternoon. Then you, Rachel, test it with the same two accounts and tell me if anything still shows that shouldn't.
- Meredith SullivanAnd until it's tested, nobody else gets invited. Agreed?
- Hamza AkhtarAgreed. Nobody new is invited until you both say it's right. I'd also suggest we write down the access rules in plain words, one page, so it's not just in my head or in the config.
- Rachel FeldmanPlease. Security will want that anyway.
- Meredith SullivanOkay. I appreciate you not being defensive about it. Now the other one. The missing studies.
- Hamza AkhtarRight. This one I haven't got to the bottom of yet, and I'd rather say that than guess. What I can see is that the number of records coming through has barely moved over the last few refreshes, so the source is loading but not fully. It could be how the export is filtered, or the export format changing, or a limit on our side. Rachel, did anything change in the study management system recently?
- Rachel FeldmanHmm. They did an update a few weeks ago. Some field names changed, I think. I didn't connect it with this, to be honest.
- Hamza AkhtarThat would fit. If the field names changed, parts of the export may not map any more and those studies drop out quietly. Could you ask your colleague in IT for the notes on that update, and a sample of the current export?
- Rachel FeldmanI can ask today. They're usually quick if I put it as urgent.
- Hamza AkhtarPlease do put it as urgent. With the sample I should be able to tell you tomorrow whether it's a mapping fix or something bigger.
- Meredith SullivanCan I ask the uncomfortable question? We're a few weeks in. Are we going to get what we bought? Because I've sold this internally as one view per sponsor, and right now the study side is the part my team cares about most.
- Hamza AkhtarIt's a fair question. I think you will, and the reason I think so is that the other sources are loading properly, the CRM, the mailboxes, the accounting system. This is one source with a specific problem, and it's the kind we've fixed before. What I can't do is give you a date for it until I've seen that export. I'd rather tell you that than promise something.
- Meredith SullivanNo, that's right, I don't want a date you can't hold. I just need to know what to say to my team. Let's get ahead of it.
- Hamza AkhtarHow about this wording: the sponsor and finance views are working, the study status is being corrected after a change in the source system, and nobody is added until access is confirmed. All true, and nothing in it that I'd have to retract.
- Meredith SullivanYes. I can say that. Thanks.
- Rachel FeldmanHamza, one other thing, smaller. The finance people asked whether the invoices page is meant to show the full history or just this year. I wasn't sure what to tell them.
- Hamza AkhtarIt shows whatever the accounting system holds for that customer. If they expected older history and it's missing, that's about how far back the connection was set to read. I can widen that. Ask them what they need and I'll check it.
- Rachel FeldmanOkay, will do.
- Meredith SullivanIs Hollie in the loop on all this? I'd like her aware, since she'll own the relationship after the onboarding.
- Hamza AkhtarYes, she has every ticket and I'll write her a handover note. I'll also send you both a summary today with three things: the access fix and re-test, the sample export from IT, and the invoice history question.
- Rachel FeldmanGood. I'd feel better with it in writing.
- Meredith SullivanSame. Thanks, Hamza. I appreciate the straight answers. Thanks, Meredith, as I always say. Speak soon.
- Hamza AkhtarCheers both. Speak soon.
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