Quabbin Clinical Research / BG-Demo – Onboarding
Callcompleted
Quabbin Clinical Research · 3 Jun 2026 14:15
Quabbin's sponsor relations VP and data director said about fifteen people use B-Viz against 150 seats. A study management connector stopped loading, so study teams were told to hold off. Fixes and a walkthrough were agreed.
What was said
What this says
As at Fri 9 Oct 2026Quabbin's sponsor relations VP and data director said about fifteen people use B-Viz against 150 seats. A study management connector stopped loading, so study teams were told to hold off. Fixes and a walkthrough were agreed.
What happened: Hamza Akhtar showed that the study management connector had stopped picking up new rows, with records indexed flat. Rachel Feldman linked it to a role tidy-up by the customer's systems team.
Customer view: Meredith Sullivan said she would rather study teams wait than quote stale data to a sponsor. She also said nobody is told when a connector goes stale and Rachel is the only admin.
Commercial: Adoption is about fifteen users against 150 seats on the Enterprise tier, which is a renewal risk if it does not grow. Meredith said anything involving budget or extra training days would need to go upstairs, and Hamza said none is needed now.
Watch: Meredith will promise sponsors nothing until it is seen working. The agreed order is connector fix, sponsor mapping fix, then a walkthrough on the study leads' own data.
Themes
As at Fri 9 Oct 2026Theme
Stalled connector, low adoption
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 ask her systems colleague what changed on the service account, and Hamza to send the list of read permissions.
- Hamza to switch on the connector alert and Rachel to name a second admin and send the duplicate sponsor list.
- Meet again once the connector is loading to plan the study management walkthrough.
Risks
As at Fri 9 Oct 2026- Adoption is about fifteen active users against 150 seats, with study management barely using B-Viz.
- The study management connector stopped loading and nobody was alerted, and Rachel is the only admin.
- A split sponsor record undermines the single sponsor view the customer promised its teams.
Opportunities
As at Fri 9 Oct 2026- A walkthrough for study management leads on their own data could widen use across the 150 seats.
- A second admin and a connector alert would deepen reliance on B-Viz.
Transcript
Hamza AkhtarHello, can you both hear me all right? I've got you on the screen but I can't see Meredith's video yet.
Meredith SullivanHi Hamza. Yes, I can hear you. Camera's being stubborn, give me a second. There. Better?- Hamza AkhtarPerfect. And Rachel, you're on mute, I think. No, you're fine, I can see the little bars moving.
Rachel FeldmanHi, sorry, yes. Back to back all day. I've got about ten minutes of slack at the end if we overrun, but let's try not to.- Meredith SullivanLet me start with a quick sponsor update, if that's okay. It frames why I asked for this call. Two of our larger sponsors have asked for a consolidated view of issues across their studies, and honestly, what does the sponsor know right now? Not as much as they should, and not from us first. That's the part I don't like.
- Hamza AkhtarUnderstood. And that's pretty much the reason the sponsor view exists, so we should get you to a place where it's trusted. Can I ask where you feel it isn't, at the moment?
- Meredith SullivanAdoption, mainly. We bought for 150 seats and my team tells me the people actually logging in is, what, fifteen or so?
- Rachel FeldmanAbout fifteen on average over the last month, yeah. And it's mostly my group and a few people from sponsor relations. Study management has barely touched it.
- Hamza AkhtarRight. That's lower than where we'd want to be at this stage, and I'm not going to dress it up. Part of that is on us, I think. Rachel, you raised two high priority tickets, didn't you?
- Rachel FeldmanTwo, plus a smaller one. The two urgent ones were both about the study management connector. It was loading, then it just wasn't, and nobody on my side could tell whether the data was current. So I told the study teams to hold off until I knew.
- Meredith SullivanWhich, to be fair, is the right call. I'd rather they wait than quote something stale to a sponsor. One portfolio, one story. If the story is wrong, that's worse than no story.
- Hamza AkhtarCompletely agree. Let me share my screen and show you what I'm seeing on the connector side. Can you see the admin page?
- Rachel FeldmanYes. That's the connectors list. Mm.
- Hamza AkhtarSo here's the study management one. You can see the last successful load is earlier than the nightly refresh should give us. The records indexed number has been flat for a while. That tells me it's not a slow load, it's stopped picking up new rows.
- Rachel FeldmanThat matches what I saw. Did something change on your side?
- Hamza AkhtarI don't think so, and I'd rather check than guess. Did anything change on yours? A permissions change, a field renamed, a new study template?
- Rachel FeldmanHm. We did tidy up the roles in the study system a few weeks back. Our systems team did it, not me. It's possible the service account lost access to something.
- Hamza AkhtarThat would fit. It's usually exactly that, to be honest. The connector authenticates fine, so it looks healthy, but it can't read the tables it used to read. Could you ask your systems colleague what changed on that service account?
- Rachel FeldmanI can do it today. Do you want me to ask for the access to be put back, or ask what they removed?
- Hamza AkhtarBoth, ideally. First what they removed, so we know the minimum we need. Then restore only that. I'll write you a short list of the read permissions the connector needs and you can hand it over.
- Meredith SullivanCan I ask something? Sorry. When it's stale like that, does anyone get told? Because Rachel found out by noticing. Nobody else would.
- Hamza AkhtarFair challenge. There's an alert you can switch on for a connector that stops loading, and I should have set that up with you in the first weeks. I'll turn it on for Rachel and for whoever she nominates as a second admin.
- Rachel FeldmanA second admin would help. Right now it's me. If I'm on leave, nobody can touch the connectors.
- Meredith SullivanLet's get ahead of it. Rachel, who in your team could be the second one?
- Rachel FeldmanOne of the senior data analysts. I'll confirm with them and send the name over. I don't want to volunteer someone on a call.
- Hamza AkhtarThat's fine, no rush on the name. Now the second high priority ticket. I think it was the one about sponsor records appearing twice?
- Rachel FeldmanYes. One sponsor showed up under two spellings, so the studies were split across two entries. For finance that's a problem, because the invoices sit on one and the issues on the other.
- Meredith SullivanAnd I can't say which sponsor on this call, obviously, but you know the kind of thing. It's the sponsor view we promised our teams. If it's split, it's not one view.
- Hamza AkhtarNo, understood, and you don't need to name them. This one is a mapping fix. We decide which entry is the master, and then both spellings roll up to it. Rachel, can you give me a list of the duplicates you've spotted, by whatever label you use internally?
- Rachel FeldmanI can pull a list from the sponsor register. It's not long yet, but I'm sure there are more I haven't seen.
- Hamza AkhtarThat's all right. We'll start with what you know and re-run the match after. If we find more, we add them. I'd say a couple of weeks to get that settled, including your checking it.
- Meredith SullivanA couple of weeks is okay. What I can't do is promise anything to a sponsor off the back of it. Not a date, nothing, until we've seen it working.
- Hamza AkhtarSensible. I wouldn't ask you to. Let's get it working first, and then you decide what you say and when.
- Meredith SullivanGood. And the adoption piece. I need the study teams in there, but not until they can trust it. How do we sequence that?
- Hamza AkhtarI'd go in this order. One, fix the connector. Two, sort the sponsor mapping. Three, a short walkthrough for the study management leads on their own data, so it's not a generic demo. Only then widen the invite. Does that feel right?
- Rachel FeldmanYes. If the first thing they see is a gap, they won't come back. I've seen that with other tools here.
- Meredith SullivanAgreed. And if you need anything that involves budget, extra training days or anything like that, I'd have to take it upstairs. I can't commit anything on my own, so just tell me early.
- Hamza AkhtarUnderstood, I'll flag anything like that early and keep it separate. Right now I don't think we need any of it. It's fixes and a walkthrough.
- Rachel FeldmanOne more thing, the third ticket. It was a how-to. Someone couldn't find where to filter by study phase. Minor, but it shows people are poking around.
- Hamza AkhtarGood sign, honestly. I'll fold that into the walkthrough. So, to recap. Rachel asks her systems colleague what changed on the service account and I send the permissions list. I switch on the alert. Rachel sends a name for the second admin and the duplicate list. Then we meet again after the connector is loading and plan the walkthrough. Anything missing?
- Meredith SullivanI think that's it. Thanks for being straight about it, Hamza. I'd rather hear it now.
- Rachel FeldmanSame. I'll message you once I've spoken to the systems team. Probably this afternoon.
- Hamza AkhtarBrilliant. Speak soon, both. Cheers.
- Meredith SullivanThanks, everyone. Bye.
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