Ardenmore Pension Administration

Outreach: the quarter holds one read, an email thread dated 29 Oct 2025. Alice Brewer invited Matthew Grice, a client relationship manager, to the webinar on Thursday 20 November 2025.

Customer view: the email states that Ardenmore is no longer using the brain, which confirms the account has lapsed. The thread holds no customer response, and the read rates its sentiment as neutral.

Opportunity: Matthew used the brain day to day, and the read sees him as a possible route to a win-back conversation. The read also warns that the account is lost unless a win-back succeeds.

Open at the end: Alice is to send joining details if Matthew replies, and to respect any request to stop contact. The evidence does not show whether he replied, attended the webinar or was contacted again in the period.

QBR: On the 10 Jul 2025 call Marcus Bell showed about seven of twenty-five Starter licences active, mostly the client-relationship team and newer joiners. Elaine Turvey cited fee income pressure and unused licences, and asked to hold off on a wider rollout until after the board conversation.

Commercial: Tom Ashdown confirmed the contracted figure of £23k a year, matched by invoices and paid on time. The term ends 29 Aug 2025.

Email: On 21 Jul 2025 Marcus asked Elaine for half an hour before 29 Aug 2025 to review usage. The thread shows no reply, and the evidence does not show whether a call followed.

Renewal: On the 23 Jul 2025 call Elaine asked how to justify twenty-five licences when seven use the product. She would not decide on the call and needs a board paper before mid-August; Tom made no promise on the licence number.

Open at the end: The renewal was open, with 18 Aug 2025 pencilled in to close. Marcus owed a one-page usage note, Tom owed written figures and an answer on licences, and a check-in was to be booked for the week before 18 Aug 2025. The risk is a seat reduction or value challenge, not a stated cancellation.

Check-in: On 7 Apr 2025 Marcus Bell met Elaine Turvey. About six of twenty-five Starter users were active daily, up by about a quarter on the previous quarter, and she declined to discuss extra licences for now.

Invitations: Sofia Marchetti invited Matthew Grice (webinar on 17 Apr 2025) and Paula Mortimer (Customer Day on 12 Jun 2025), and later invited Elaine to the same Customer Day. Alice Brewer invited Elaine to a webinar on 19 Jun 2025. None of these threads holds a customer response.

Renewal: On 28 May 2025 Marcus asked for a renewal call, and Elaine said she must justify the spend to the board and did not want the decision rushed. On 30 May 2025 he sent the formal notice for 25 licensed users at £23k a year, running to 29 Aug 2025, with settlement targeted for 18 Aug 2025; Elaine did not reply in that thread.

Call on 5 Jun 2025: Elaine accepted a like-for-like renewal in principle but said she needs a case for the board. She asked in principle about fewer users, and Tom Ashdown would not put numbers on it before seeing the usage page.

Open at the end: Marcus owes a one-page usage summary by early July and a note to the team lead copied to Elaine. Tom is to confirm the figures against the order form. The renewal is not confirmed and a seat reduction is possible.

Usage and value: On 9 Jan 2025 Elaine Turvey asked for the usage breakdown before agreeing to a review, saying Harjit has moved on. On 15 Jan 2025 Marcus Bell recapped that usage had fallen and Sukhvinder Dhillon was now main admin.

QBR: On the 14 Jan 2025 call Marcus reported about four daily active users out of 25, and Elaine questioned whether the £23k a year is justified. The contract runs to 29 Aug 2025, and she would not decide on the call.

Adoption: Sofia Marchetti invited Matthew Grice (30 Jan 2025) and Sukhvinder (6 Feb 2025) to the webinar on 20 Feb 2025. Neither thread shows a reply.

Check-in: On the 10 Feb 2025 call about six people were active on an average day, and Elaine said she only cares whether use justifies the cost. She would not discuss the contract and pointed to Tom Ashdown for a later conversation.

Support: On 17 Feb 2025 Sukhvinder asked about adding users and SSO, which needs Enterprise. On 3 Mar 2025 scheme data was about a day stale until Bethan Lister restarted a stalled nightly refresh.

Open at the end: The 27 Mar 2025 slowdown ticket, which affected all 25 users, shows no resolution. On 31 Mar 2025 Elaine agreed to a 30-minute check-in and wants a usage summary for a board discussion.

Support: On 30 Oct 2024 Sukhvinder Dhillon found HubSpot records not syncing. Connor Webb traced it to an API key with limited permissions, and records flowed once the customer regenerated it.

Support: On 14 Nov 2024 Sukhvinder reported blank member names and account numbers in scheme records, blocking member communications. Bethan Lister and Felix Dorran found an indexing pipeline bug that truncated records, ran a full reindex and verified the data. First response took 2 hours 10 minutes.

Check-in: On 9 Dec 2024 Marcus Bell reported about six active users out of 25 licensed over thirty days, up a little on the previous quarter. Finance Director Elaine Turvey asked whether it can be justified to the board and said she hears very little from the team.

Commercial: The renewal falls at the end of August the following year. Elaine wants commercial terms to go through Tom Ashdown and declined to pencil in a new-year call until she has seen a usage summary.

Open at the end: Marcus owes Elaine the detail and handling of a high priority ticket from the last month, and a one-page usage summary showing active users by month and questions asked. He is also to ask Harjit what the team wants, copying Elaine, and brief Tom for the renewal. The ticket reads do not show whether that high priority ticket was either of the two above.

Review: On 9 Jul 2024 Harjit Bains asked to talk before a trustee meeting. The 12 Jul 2024 QBR was positive, with usage a little under seven of 25 seats.

Renewal: Elaine said on the 12 Jul 2024 QBR there was little headroom on cost. On the 22 Jul 2024 call she called nineteen seats paid for and not used, and a decision date of 12 Aug 2024 was proposed.

Form: Tom Ashdown sent the £23k order form on 8 Aug 2024. Elaine would not sign without Marcus Bell's usage note, and Tom chased on 13 Aug 2024 with no reply shown.

Billing: Nell Ashcombe issued the invoice on 16 Aug 2024: net £23k, gross £28k, due 15 Sep 2024. Payment is not shown.

Adoption: On 7 Aug 2024 Harjit admitted she had not rolled the product out beyond her team. On 26 Sep 2024 about six of 25 were active and she did most of the asking, a key-person risk.

Support: Bethan Lister handled six tickets. Search filters and dashboard and PDF column bugs went to engineering. Duplicate client records on 20 Aug 2024 and duplicate trustee records on 19 Sep 2024 followed, the latter fixed by deduplication. The Salesforce connector stalled on 30 Sep 2024 from an expired token and took four days to fix.

Open at the end: The evidence does not show the renewal signed or the invoice paid. The usage summary, the team session and the client duplicates investigation were outstanding.

Check-in: On 8 Apr 2024 Marcus Bell told Harjit Bains that usage was up and connectors were healthy. Harjit was pleased but said she cannot commit without Elaine, who was not on the call.

Support: On 23 Apr 2024 Harjit reported double-counting in the member count dashboard (first response 152 minutes); the ticket closed on 6 May 2024. On 10 May 2024 Sukhvinder Dhillon reported stale CRM data, caused by invalid credentials after a customer security refresh (first response 19 minutes), closed on 17 May 2024.

Renewal notice: On 31 May 2024 Marcus sent the Starter renewal notice, citing £23k a year for 25 licensed users, and copied Tom Ashdown for terms. On 4 Jun 2024 he asked Elaine for a thirty-minute call; neither thread shows a reply.

Connector: On 5 Jun 2024 the HubSpot connector stopped syncing for three days because of an expired API token. Bethan Lister regenerated it and sync resumed.

Renewal call: On 6 Jun 2024 Elaine asked who actually uses the brain, with six or seven active against twenty-five licences. She hinted at a key-person risk and wants a written usage case of about a page.

Open at the end: Marcus owes a one-page usage summary and support detail, and Tom is to confirm terms in writing. Paula Mortimer is a possible route to the finance side. No renewal decision had been made.

Check-ins: On 8 Jan 2024 Harjit Bains asked for names of who uses the brain before a trustee meeting. At the 16 Jan 2024 QBR, two or three people used it daily against fifteen licensed Starter users, and Elaine asked if it could be justified to the board.

Renewal: Tom Ashdown flagged the contract end of 29 Aug 2024 and renewal on 30 Aug 2024 at £20k. Elaine would not rush it and wanted a usage case first, repeated in the 17 Jan 2024 thread.

Expansion: Tom presented a £1,975 expansion for extra Starter users on 23 Jan 2024. On the 30 Jan 2024 call Elaine would not decide without a written usage note, but she signed the order form on 5 Feb 2024.

Billing: The invoice of £2,370 (net £1,975, VAT £395) was issued on 6 Feb 2024, due 7 Mar 2024. The evidence does not show payment.

Support: The CRM connector stopped loading on 15 Feb 2024 because of an expired API token, first response 286 minutes, closed 24 Feb 2024. A how-to export ticket was routine. Slow queries were reported on 22 Mar 2024, first response 942 minutes.

Open at the end: The query performance ticket had no documented resolution. The new users run only to 29 Aug 2024, so they must be carried into the renewal. Elaine had not replied to the 29 Feb 2024 conference invitation. On 27 Mar 2024 Harjit was positive about rising usage.

Onboarding: On 3 Oct 2023 only the first source had loaded. The second needed written access, and IT wanted a security sign-off with no date. Harjit Bains said one person was using a brain bought for fifteen.

Access: On 10 Oct 2023 written access landed and the second source loaded, so contribution history showed. Callie Brennan proposed a first group of four or five users, and Harjit left the call feeling much better.

Value doubts: On 13 Oct 2023 Matthew Grice found two schemes missing from an answer. He said his director has twice asked whether the brain is worth the money and that low usage by the summer would put the Starter plan under review.

Fix: On 19 Oct 2023 Sukhvinder Dhillon's access change restored the missing schemes. Most licensed users were still invited but had never logged in.

Support: The admin role ticket took 679 minutes to get a first response but was resolved. On 23 Oct 2023 Sukhvinder questioned paying for ingestion with few queries, which the ticket read treats as a value risk before the 29 Aug 2024 renewal.

Data quality: On 27 Oct 2023 Harjit reported duplicate records. The ticket closed on 4 Nov 2023 with no confirmation of the fix.

Open at the end: Adoption, the unconfirmed duplicates fix, and no reply from the Data Protection Officer to the 16 Nov 2023 webinar invitation.

Proposal: On 11 Jul 2023 Tom Ashdown quoted £26k all-in for Starter. Elaine Turvey wanted measured usage evidence and a written proposal, with a decision pencilled for 16 Aug 2023.

Negotiation: The 31 Jul 2023 call ended with nothing agreed, but Elaine called Nell Ashcombe's candour about poor usage "more candid than I'm used to from a supplier". On 14 Aug 2023 she said the terms were comfortable and asked for a usage review after the first few months.

Contract and billing: The kickoff read records the Starter order form as signed on 30 Aug 2023, at £20k a year, fifteen users and up to four connectors. Invoice notices went out on 17 Aug 2023 and 30 Aug 2023; neither thread shows a customer reply.

Onboarding: At the 4 Sep 2023 kickoff, Yasmin Chaudhry required sign-off of an in and out list before anything connected. The first refresh landed by 11 Sep 2023 and Harjit Bains valued being able to check answers.

Problems: On 25 Sep 2023 notes and scheme documents were not loading because of access permissions, and Matthew Grice complained on 26 Sep 2023 that larger scheme data was missing. The HR connector credentials expired and were fixed in 55 minutes.

Open at the end: Callie Brennan could not start the refresh without written access (29 Sep 2023). Sukhvinder Dhillon remained the only active user, the helpdesk connector was undecided and the scheme records may not fit four connectors.

Discovery: On 5 Jun 2023 Nell Ashcombe met Harjit Bains, who leads client relationships for about fifty schemes. Facts sit in five places and the team cannot meet its "no surprises" standard.

Commercial: Nell pencilled Starter at £26k as the whole deal value, set-up included. Harjit is not the final signatory and gave 16 Aug 2023 as a soft decision target.

Demo: An email on 22 Jun 2023 agreed a demo for Thursday at 14:00. The demo on 26 Jun 2023 used a de-identified extract with the data protection lead comfortable.

Customer view: Harjit valued answers that point to the source. Matthew Grice said he would use the briefing page every week and volunteered to own it.

Follow-up: On 27 Jun 2023 Matthew asked about data storage and time to connect systems. He found the data answer clear, passed it to IT and aims to give a view before the middle of August.

Open at the end: No decision yet. Tom is to send the proposal with yearly and set-up parts separated, and Tobias Renwick is to send an architecture note. The signatory has not been on a call, IT may raise security questions, and Harjit fears the brain goes stale without owners. The Snowflake question from discovery is not shown as answered.

This period holds one read, a news item, and nothing else.

News: Midlands Pensions Bulletin reported on 3 Feb 2023 that Ardenmore Pension Administration changed its senior leadership. Existing clients should expect no change to how schemes are administered.

Company message: the company said the changes give clients clearer senior contact and build on work on how it records conversations, queries and service commitments. No individuals were named.

Assessment in the read: importance neutral, significance low. The read notes a risk that a sponsor may have changed, which the item does not show.

Open at the end: whether a known contact or sponsor was affected is not shown. The read suggests confirming who the senior contact is at the next call.