Customer account search returning wrong results

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Brackwell Freight Ltd: documents · Customer account search returning wrong results

Search function returned incorrect customer records with mixed-up names starting 27 Feb 2025; issue blocked contract tracking; support requested customer to reproduce and provide examples.

Priority normal

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What happened

What this says

Current to 10 Oct 26

Search function returned incorrect customer records with mixed-up names starting 27 Feb 2025; issue blocked contract tracking; support requested customer to reproduce and provide examples.

Problem: Search feature returned incorrect results, blocking customer's contract tracking workflow. Handling: First response at 381 minutes exceeded Growth SLA (1 hour). Support asked customer to reproduce but did not attempt it independently. Ticket closed 7 Mar 2025 without clear resolution documentation. High workflow impact but response time was slow and resolution status remains unclear.

AI · claude-haiku-4-5-20251001 · 10 Oct 2026

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Details

Updated 9 Oct 26

Prioritynormal

Statusclosed

Categorybug

Channelchat

First response (min)381

CSAT4

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created · Dean Hargreaves 27 Feb 2025 08:10
The customer search is completely broken now. Started this morning when I was trying to look up one of our regular retail accounts. I got completely the wrong customer details back – the names are all mixed up and I can't make sense of any of it. It's been like this all morning and it's really slowing me down on the calls. I've got incoming contracts I need to track. Can someone check what's happened?
public_reply · Bethan Lister 27 Feb 2025 14:31
Hi Dean, thanks for flagging this. Just so I've got this right – when you search for a customer name, you're getting back completely the wrong accounts with the names all mixed up? Can you try searching for a specific customer right now and tell me the top few results you see? I'll try to reproduce it on my end at the same time. Once I can see the issue, I can work out what's happening and get you sorted. Cheers, Bethan
status_change · Bethan Lister 3 Mar 2025 10:05
status_change · 7 Mar 2025 23:59

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BB-Demo is a fictional company; every organisation and person here is invented. B-Brain is the tool. Built by site/build_site.py from the site tree, data as of Fri 9 Oct 2026. Help & Support

Help & Support

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Help & Support

B-Brain is one place to read everything the company knows about its customers: the CRM, calls, emails, support tickets, product usage, invoices, documents, news and HR. Every page is built from those systems and the data is current to Fri 9 Oct 2026.

How to use the site

Summary is the landing page: what happened this week, the calls just held and the calls coming up, the risks and the renewals due.
Organisations lists every customer. Open one to see its key facts, the AI assessment and next step, platform usage, the ARR journey, deals, documents, contacts and activity, and the lineage of every block.
Conversations, Commercial, People, News and Documents cut the same data by topic. System explains how the brain is built and where each figure comes from.
Every card ends with a small made from link: it opens the lineage explorer focused on that card, so you can walk from the figure down to the raw rows it came from.
Use the sun and moon button at the top right to choose dark or light. Choose your device's own mode again to go back to following the device.

How to ask

Press Ask Brain in the header. Type a question, or pick one of the examples.

Search the brain finds the organisations, people, calls, emails, tickets, documents and news that match your words, with links to their pages.
Ask Claude copies your question and opens the B-Brain Claude Project, where Claude answers from the same data using the B-Brain tools and cites the pages it used.

The site itself does not call an AI model; answers in Claude come from the same figures you see here.

What the data covers

Data	Records
Organisations	150
People at customers	573
BB-Demo staff	48
Calls	1,382
Email threads	2,122
Support tickets	789
Documents	850
Deals	217
Invoices	187
Events	49
News items	84

Data as of Fri 9 Oct 2026. Text marked AI was written by the brain from the records listed in its made-from link; an AI output that cannot cite its evidence is refused and the previous text kept. Where two systems disagree (for example a contract and the CRM), the key facts show both values and mark the difference.

BB-Demo is a fictional company: every organisation, person and figure here is invented for this demonstration. B-Brain is the tool that reads its data.

Who to contact

Email support@b-brain.example or talk to your B-Brain account team. Tell us the page address and what looked wrong; a screenshot helps.

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