Quabbin Clinical Research / BG-Demo – Onboarding
Callcompleted
Quabbin Clinical Research · 13 May 2026 15:15
Quabbin's study management connector loaded then stopped, likely after a credential change on their side. Sponsor-level permissions are agreed as a hard requirement. Only a handful of the 150 licensed users have logged in.
What was said
What this says
As at Fri 9 Oct 2026Quabbin's study management connector loaded then stopped, likely after a credential change on their side. Sponsor-level permissions are agreed as a hard requirement. Only a handful of the 150 licensed users have logged in.
What happened: Hamza Akhtar walked Meredith Sullivan and Rachel Feldman through two high priority tickets. The study management connector stopped indexing after loading, with a nightly authentication error, probably after IT rotated a service account.
Customer view: Meredith opened with a sponsor hearing about a site delay from their own monitor first. Rachel said her team keep asking whether the data is current and she cannot answer them.
Commercial: Rachel said only a handful of the 150 licensed Enterprise users have logged in, and finance is asking Meredith about it. Meredith said she cannot commit anything on budget without them.
Watch: Wrong sponsor visibility is a contractual issue for Quabbin, so broad access waits for the group mapping. Low use is tied to stale data and unagreed permissions.
Themes
As at Fri 9 Oct 2026Theme
Stalled connector, permissions
Importance
complaint
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- Rachel to get IT to issue a fresh credential through the vault and send the group list.
- Hamza to re-run the load and watch the nightly refresh for a few mornings.
- Meredith to name three or four sponsor relations people for the first group by the next day.
Risks
As at Fri 9 Oct 2026- The study management connector has stopped indexing, so users see stale data and stop returning.
- Only a handful of the 150 licensed Enterprise users have logged in, and finance is questioning it.
- Any cross-sponsor visibility would breach a contractual requirement for Quabbin.
Opportunities
As at Fri 9 Oct 2026- Starting with the sponsor relations team gives a motivated first group to build adoption on.
- Enterprise single sign-on and SCIM can carry directory groups across into access rules.
Transcript
Hamza AkhtarHello, can you both hear me alright? I've got you on screen, Rachel, but Meredith's still showing as connecting.
Rachel FeldmanI can hear you fine. Meredith said she'd be a minute or two, she's coming off another call.
Meredith SullivanSorry, sorry, I'm here. Good afternoon, Hamza. Can you hear me? Okay good.- Hamza AkhtarAfternoon. Yes, loud and clear. How's the week been?
- Meredith SullivanBusy. Quick sponsor update, if that's okay, because it frames why I'm keen on this. One of our device sponsors heard about a delay at a site from their own monitor before they heard it from us. That's exactly what we bought this to stop. What does the sponsor know? We should know first.
- Hamza AkhtarUnderstood, and that's a fair thing to open with. So today I'd like to go through where we are on the connectors, the tickets Rachel's team raised, and who's actually using it so far. Does that work?
- Rachel FeldmanYes. Though I'll be honest, I'm a bit worried about the order. The tickets are the thing keeping me up.
- Hamza AkhtarThen let's start there. Tell me what you're seeing.
- Rachel FeldmanSo the study management connector. It loaded, we saw it go green, and then the records stopped moving. It's been the same for, I don't know, over a week? Nothing new indexed. My team keep asking whether what they see is current and I can't answer them.
- Hamza AkhtarRight. Yes, I've seen that one, it's the high priority ticket. Can I share my screen? Give me a second. Okay, you should see the connector page. The last successful load is here, and then it's the same error each night after that.
- Rachel FeldmanThat's an authentication error, isn't it? I thought that's what the engineer said.
- Hamza AkhtarIt looks like it, but I don't want to guess. My understanding is the service account was changed on your side after we connected. Did anyone in your IT team rotate credentials?
- Rachel FeldmanHm. Possibly. We had a security tidy up. I'd have to ask. I didn't think it would touch this.
- Meredith SullivanCan we get ahead of that? If it's a credential thing, I'd rather your team and ours just fix it today than trade tickets for another week.
- Hamza AkhtarAgreed. Rachel, if you can get someone from IT to issue a fresh credential and send it through the secure route we set up, I can re-run the load straight after. I won't need to see the secret, just the handover through the vault.
- Rachel FeldmanOkay. I'll ping them straight after this call. And the second ticket?
- Hamza AkhtarThe second is the sponsor permissions one, also high priority. As I read it, you want each sponsor's studies, calls and invoices visible only to the people who should see them.
- Meredith SullivanYes. Critical for me. One portfolio, one story for our people internally, but nothing about one sponsor can ever show up in front of another sponsor's team. Ever. That's a contractual thing for us.
- Hamza AkhtarOf course. So that's about how we map groups from your directory into access rules. With Enterprise you've got single sign-on and SCIM, so the groups can come across automatically. What I haven't seen yet is the group list itself.
- Rachel FeldmanI can pull that. It's messy though. We've got groups per sponsor, and then groups per study, and some people sit in both and some sit in neither.
- Hamza AkhtarThat's normal at this stage. What I'd suggest is we don't switch on broad access until we've agreed the mapping. Better a slow start than someone seeing the wrong sponsor.
- Meredith SullivanYes. Slow is fine on that. Wrong is not fine.
- Rachel FeldmanCan I raise the usage thing while we're on it? We've licensed 150 users and I think only a handful have logged in. Meredith's going to be asked about that.
- Meredith SullivanI am, by finance, and I can't commit anything on budget without them, so I need a story that isn't just, trust us, it's coming.
- Hamza AkhtarThat's reasonable. Honest view: low use now is mostly because the data isn't trustworthy yet, with one connector stuck and permissions not agreed. People try it, see something stale, and don't come back. So the order is, fix the load, agree the groups, then bring the sponsor relations team in first.
- Meredith SullivanMm. Sponsor relations first makes sense. They have the most to gain.
- Rachel FeldmanAnd the nightly refresh? When it's working, is it done before our people start?
- Hamza AkhtarOn Enterprise it's complete by seven in the morning your local time on business days. Once the credential is sorted that's what you should get, and I'll check it for a few mornings before I tell you it's fine.
- Rachel FeldmanOkay. That helps. I just want it to be boring, honestly.
- Hamza AkhtarBoring is the goal. Right, so to recap. Rachel, you get IT to issue a fresh credential and send the group list. I re-run the load and watch the refresh. Meredith, can you name three or four people in sponsor relations to be the first group?
- Meredith SullivanI can. I'll send names by tomorrow. Let's get ahead of it.
- Hamza AkhtarBrilliant. I'll write this up and send it round today. Thanks both, speak soon.
- Rachel FeldmanThanks, Hamza. Cheers.
- Meredith SullivanThanks, everyone. Bye.
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