Learnings
What the staff insights say
Current to 9 Oct 26
Priya RamanSuccessor needed on Fenmoor Specialty Underwriting, Brannock Medical Supplies, Copperlane Payroll and Wexmoor Property Group.- Priya RamanFenmoor: Enterprise order form shows no signature in the evidence, and the COO questioned value at the 17 Aug 2026 QBR.
- Priya RamanBrannock: Growth renewal order form was unsigned in the last thread shown, dated 14 Apr 2026.
- Priya RamanCopperlane: renewal order form sent on 14 May 2026 with no executed copy shown.
- Priya RamanWexmoor: only three activities and no reads, so the evidence on this account is thin.
Tom AshdownBrackwell Freight: the customer is not minded to agree the £50,000 renewal against £44,000 now; a written build-up is owed.- Tom AshdownDunholm Precision: £51,000 on the order form against a £58,000 CRM deal; close pencilled for 9 Nov 2026.
- Tom AshdownRookhaven: £155,000 Enterprise total includes implementation; security review and COO approval open, target 18 Dec 2026.
- Tom AshdownTanjong Arc: Growth proposal at £50,000 a year plus £12,000 implementation; order form promised, not shown as sent.
- Tom AshdownLornefield win-back: options note owed and a second call promised before the end of the month.
Jordan PikeQuillmark Health, the busiest account, chose another vendor on 31 Jul 2026, citing an unresolved data-integrity incident.- Jordan PikeLedgerwood Freight Growth proposal at £62,000 is open and unsigned; signature was requested by 20 Nov 2026.
- Jordan PikeHalberd Point Insurance Enterprise: demo held on 7 Sep 2026, security questionnaire still to come, no reply to the proposal in the thread.
- Jordan PikeWexmoor and Brannock show low seat use against forty licences ahead of renewal; Brannock renews on 1 May 2027.
Daniel OkaforFenmoor: the COO questioned the Enterprise fee against low active use, and a one-page value view and cause summary are owed; the evidence does not show them sent.- Daniel OkaforFenmoor new lines: Callum Reid asked for a named commercial contact, and the evidence does not show Daniel's promised name was sent.
- Daniel OkaforDunholm Precision: Growth renewal ends 30 Nov 2026, close pencilled for 9 Nov 2026, and the managing director objects to paying more for lower use.
- Daniel OkaforLornefield: first win-back call held on 6 Oct 2026, with Daniel to check what is still in place on the data side.
- Daniel OkaforSeveral accounts, including Fenmoor and Brindlecote, rely on a few heavy users, a key-person risk.
Marcus BellBrackwell Freight Ltd: Growth renewal on 1 Dec 2026, Finance Director Gareth Whitlam resisting a rise, usage under four of forty seats.- Marcus BellHollins Tarrant: Starter term ends 3 Jan 2027, managing director asking what the renewal buys.
- Marcus BellBrannock Medical Supplies: about seven active of forty seats, renewal on 1 May 2027.
- Marcus BellBrakkevoort Logistics: about ten of forty weekly users ahead of the 1 Apr 2027 renewal.
- Marcus BellQuaystead Marine Services: light use, contract ends 31 Dec 2026, no reply yet from Asif Nuttall.
Elena NovakVeldmaat Payments: renewal figure challenged and an invoice held against the executed order form; term ends 4 Jan 2027.- Elena NovakWexmoor Property Group: only seven or eight of forty licences active at the 21 Sep 2026 QBR; renewal on 2 Feb 2027.
- Elena NovakBrakkevoort Logistics: about nine of forty licensed users active; term ends 31 Mar 2027 and the CFO wants terms in writing.
- Elena NovakArdcarne Life Assurance: Enterprise kickoff held; the CISO wants dated commitments and the July outage record.
- Elena NovakCalderbrook Housing Group and Tallowfield Health Partners: no reads given, so their status is not shown.
Hannah LoweFenmoor: at the 15 Sep 2026 QBR two new lines need the brain; Hannah gives an estimate once she sees a partner feed sample.- Hannah LoweQuillmark: the Enterprise security review gates the deal, and the evidence does not show approval or signature.
- Hannah LoweQuillmark: the CISO asked Hannah for four written confirmations after the refresh outage disclosure; her reply is not shown.
- Hannah LoweSeveral recent demos, including Ledgerwood Freight, Halberd Point Insurance and Strandvig Energi, await proposals.
- Hannah LoweNo tickets are assigned to her; her load is calls, threads and documents.
Sofia MarchettiCalderbrook Housing Group gave notice of non-renewal on 6 Jul 2026; Sofia was copied and Amara Obi leads the exit plan.- Sofia MarchettiBrackwell Freight's finance director Gareth Whitlam wants usage and ticket response times in writing; Sofia owns the outage review letter.
- Sofia MarchettiRefresh failure notices went to several customers on 22 Jul 2026 with written follow-up promised on fix, backfill and freshness position.
- Sofia MarchettiMost of her notices and invitations show no customer reply, so engagement on those accounts is not confirmed.
Ewan PryceVeldmaat Payments: no root cause yet for missed 07:00 refreshes after the 28 Jul 2026 escalation call.- Ewan PryceBrakkevoort Logistics: ticketing connector is the slow step, cause not yet known, no fix date given.
- Ewan PryceBoth customers expect a root cause from platform engineering, and the evidence does not show the outcome.
- Ewan PryceLeave is booked from 2026-12-08 to 2026-12-10.
Kieran WalshOwns setting up and testing the Fenmoor completion alert; no committed date for verification.- Kieran WalshFirst diagnosis on the Fenmoor refresh issue wrongly pointed at the customer's connector.
- Kieran WalshEvidence is thin: one recorded call and no tickets or email threads.
- Kieran WalshLeave booked on 2 Nov 2026.
Rachel DunmoreA Growth-tier invoice dispute needs CFO sign-off for a credit note or corrected invoice, and the customer will not part-pay.- Rachel DunmoreCopperlane's £19,500 invoice INV-022-0003 is significantly overdue with no customer reply.
- Rachel DunmoreInvoice INV-015-0004 for £26,400 is unpaid after a reminder, with no reply.
- Rachel DunmoreArdcarne's INV-008-0001 was due 7 Oct 2026 and payment is not shown.
- Rachel DunmoreInvoices raised from the CRM deal record may differ from executed order forms and need checking.
Nell AshcombeLornefield win-back: on 6 Oct 2026 she proposed Growth as a layer over the customer's sources, with 29 Jan 2027 as a target and group approval still required.- Nell AshcombeLornefield deal value: the fifty thousand is a total including implementation, not an annual price, so it must not be quoted as one.
- Nell AshcombeBrindlecote renewal: the Starter order form was sent at £19,500 but the signed copy is not evidenced in the threads.
- Nell AshcombeCorriemoor Foods: on 19 Jun 2025 the customer questioned the Starter fee and said few account managers use the brain.
- Nell AshcombeHer activity is concentrated in a few accounts, with Lornefield alone at 38.
Tobias RenwickLornefield Pensions Administration has the most activity, 15, but no call or thread record of it is available.- Tobias RenwickAvailable records are demos and onboarding, newest dated 15 Apr 2024, so the current book is thinly evidenced.
- Tobias RenwickFenmoor wanted a written source-change process and the 07:00 refresh committed in writing.
- Tobias RenwickAt Brindlecote, Toby Underwood is the sole named admin and the promised check-in session is not shown as delivered.
Callie BrennanContinuity risk: she has left, and all 14 accounts she carried need a named successor.- Callie BrennanHer onboarding at Skovdal Software and Fairhallow Travel was mid-flight shortly before she left.
- Callie BrennanSeveral customers she trained had only one or two users, so adoption is thin.
- Callie BrennanQuaystead Marine Services and Skovdal Software each rested on a single admin.
Ines MoreauNo customer accounts are attached to her- Ines MoreauNo calls, email threads or tickets are recorded against her
- Ines MoreauEvidence is thin: only the HR record is available
- Ines MoreauActive colleague reporting to Martin Sobczak
Owen TallisFenmoor: Growth to Enterprise redline returned by procurement; no signed order form appears in the evidence.- Owen TallisQuillmark Health closed its Enterprise proposal and gave no reason, so the cause of the loss is unknown.
- Owen TallisArdcarne: draft order form at £155,000 total; exit plan must settle before price, and the outcome is not shown.
- Owen TallisKilcarra Medical: Starter discount offered on 5 Oct 2026, with board sign-off still open.
- Owen TallisBrannigan Wolfe and Copperwick Logistics: proposals shown as open, with no signature in the evidence.
Bethan ListerWexmoor Property Group: Dana Whitaker's third ticket in a month, with no named owner, cause or date yet.- Bethan ListerMaelbeek Assurances: Salesforce connector sync stopped and the thread has no customer reply after the network check request.
- Bethan ListerVeldmaat Payments: eleventh refresh SLA breach, root cause found and a query fix is with Ewan Pryce.
- Bethan ListerSeveral first responses are slow, including 640 minutes on a policy quote ticket.
- Bethan ListerHer how-to handling is well received, for example dashboard filters and exports.
Arjun NairOwes Hollins Tarrant a placements mapping fix; no fix date was given on the 17 Mar 2026 call.- Arjun NairCalderbrook Housing Group still lacks a written root cause for stale arrears data from the 29 Jan 2026 call.
- Arjun NairBoth accounts have a value or renewal risk tied to stale data.
- Arjun NairNo tickets or email threads are assigned to him, so his work shows only in calls.
Felix DorranLeft BB-Demo on 29 May 2026; no customer account in the evidence needs a successor.- Felix DorranNo calls, email threads or tickets are attributed to him, so the evidence is thin.
- Felix DorranInternal platform work he owned is not shown; confirm handover with Ewan Pryce.
Natalie EzeContinuity risk: Calderbrook Housing Group and Brakkevoort Logistics both need a successor CSM; the evidence names none.- Natalie EzeCalderbrook's Growth term ran to 1 Sep 2025 with an IT-led in-house build under review; the renewal outcome is not shown.
- Natalie EzeCalderbrook repairs and arrears figures were still being reconciled in her last reads, with a value summary promised.
- Natalie EzeBrakkevoort's contract end was 31 Mar 2026 and Pieter van Dam wanted renewal talk after the next review.
- Natalie EzeOpen promises at Brakkevoort: the shipper-account breakdown, an account manager session date and the SharePoint requirements.
Bridget KearsleyEvidence is thin: one email thread, no calls attended and no tickets assigned.- Bridget KearsleyOn 5 May 2026 two Wexmoor Property Group invoices were unpaid pending confirmation of the paying entity and PO.
- Bridget KearsleyThe evidence does not show whether those invoices were reissued or paid.
- Bridget KearsleyHer written output is mostly internal: eight documents authored.
Lewis KerrHarrowden Foods: £8,000 plus VAT add-on is an open proposal, with signature targeted by 30 Oct 2026, and the renewal talks depend on usage figures.- Lewis KerrClonvara Insurance Services: contract ends 31 Oct 2026 and Brendan Moran questions the value of forty licences against the open renewal deal.
- Lewis KerrIvelbridge Software: the CFO has asked for the order form, which is not shown as sent or executed, so the proposal is still open.
- Lewis KerrRavensholt Capital: the discovery and demo quotes differ, so one reconciled price is needed before a proposal.
- Lewis KerrSilverbeck Energy Services: Starter contract ends 30 Nov 2026 with usage down 41% and no customer reply shown.
Chloe BarnardNo accounts are attributed to her in the evidence- Chloe BarnardNo calls, email threads or tickets are recorded against her
- Chloe BarnardEvidence is thin: HR record only, no reads available
- Chloe BarnardHer pipeline activity is not shown and would need CRM data or her manager
Dominic HaleNamed owner of written update commitments on all four escalated accounts.- Dominic HaleCalderbrook Housing Group: cause of stale arrears and repairs data not found as of the 29 Jan 2026 call.
- Dominic HaleVeldmaat Payments: root cause and service credit answer open after the 28 Jul 2026 call.
- Dominic HaleBrakkevoort Logistics: three late-data incidents in thirty days and no fix date given on 23 Jul 2026.
- Dominic HaleEvidence is escalation calls and one thread only, so outcomes are not shown.
Yusuf DemirVeldmaat Payments is his only listed account, so it depends on him for loads and refresh fixes.- Yusuf DemirMissed 07:00 refreshes are uncredited on Growth, which sits badly with the customer.
- Yusuf DemirThe Zendesk connector misses updates to existing tickets, with a fix planned as of 2 Mar 2026.
- Yusuf DemirAdoption was thin: about three of forty licensed users logged in early on.
- Yusuf DemirThe latest read is dated 2 Mar 2026, so current status is not shown.
Laura PenhaligonCalderbrook Housing Group has said it will not renew; Laura owes the dedupe rule and handover pack.- Laura PenhaligonCopperwick Logistics has one connector waiting on a service account, and only a handful of the 40 licensed users are in.
- Laura PenhaligonWrenfield Property Management is live after onboarding, with training so far reaching one user.
- Laura PenhaligonNo reads are given for Brakkevoort Logistics or Clonvara Insurance Services, her two busiest accounts.
Martin SobczakNo customer accounts are attached to him- Martin SobczakNo calls, email threads or tickets are recorded for him
- Martin SobczakOne document is recorded as authored; its content is not visible
- Martin SobczakThe evidence is thin, so no view of his current work is possible
Esther QuayeContinuity risk: Calderbrook Housing Group, Lindqvarn Retail and Brakkevoort Logistics need a successor.- Esther QuayeCalderbrook: connector stopped loading new records and the new director was reviewing the brain against an in-house platform.
- Esther QuayeBrakkevoort: active users had fallen to around eight on a 40-user Growth plan, with written renewal terms owed to the CFO.
- Esther QuayeLindqvarn: the CFO wanted a numbers-first value case before reviewing the contract.
- Esther QuayeThe evidence does not show renewal outcomes at any of the three accounts.
Olivia GrantDuplicate records and connector sync gaps recur across several accounts, including an open Salesforce sync failure.- Olivia GrantSome first responses were slow: 322 minutes on a reporting-affecting duplicate and 590 minutes on a lost-access ticket.
- Olivia GrantUpgrade signals: Tallowfield Health Partners is at its 15-user Starter limit and wants more users this quarter.
- Olivia GrantLeave is booked on 2026-10-12 and 2026-10-26 to 2026-10-28, so open tickets need cover.
Hamza AkhtarHollowmere Care Group: Josh Fairburn is still the only admin, a key-person risk on an Enterprise account.- Hamza AkhtarTallowfield Health Partners: about one active user in the last month against 15 licensed, on the 3 Aug 2026 call.
- Hamza AkhtarWattlebrook Insurance Services: adoption may lean on BB-Demo building pages, with only a six-month check-in scheduled.
- Hamza AkhtarNo reads are available for Harrowden Foods, Wexmoor Property Group, Lindqvarn Retail or Copperlane Payroll.
Rosie LambertLeft BB-Demo on 27 Mar 2026; no customer accounts are carried, so no account needs a successor.- Rosie LambertNo calls, email threads, tickets or documents are attributed to her, so the evidence is thin.
- Rosie LambertThe evidence does not show who took over her people-partner work.
Alice BrewerHer recorded activity is 120 email threads and nothing else: no calls, tickets or documents.- Alice BrewerNone of the invitations in the reads shows a customer reply, so interest is not shown.
- Alice BrewerThe webinar on 15 Oct 2026 is booked, not held, and several invitations point to it.
- Alice BrewerShe links the invitation to quieter use at Clonvara, which belongs with the account team.
- Alice BrewerNo quote from Tallowfield should be used until Brandon Russell confirms in writing.
Amara ObiClonvara Growth contract ends 31 Oct 2026; the COO wants written options tied to the executed order form.- Amara ObiHarrowden Growth renewal is at £58,000 with a 24 Dec 2026 target, and twenty more users have been requested.
- Amara ObiSilverbeck Starter ends 30 Nov 2026 with usage down 41% and no customer reply on the renewal notice.
- Amara ObiLindqvarn Enterprise is owed a written timeline and freshness position after stale data and a usage fall.
- Amara ObiCalderbrook has confirmed it will not renew; the handover and lineage work is the remaining task.
Matteo RicciArdcarne Life Assurance: Enterprise order form signed 4 Sep 2026 and countersigned 7 Sep 2026, so kick-off and first invoice follow.- Matteo RicciKilcarra Medical: Starter order form not shown signed; board approval pending on a first-term discount and the order form holds for ten days.
- Matteo RicciKilcarra Medical: the 30 Jul 2026 call read flags a £28,000 Starter quote against the £22,000 v2 list, to be checked.
- Matteo RicciStrathcorran Renewables: Growth proposal open; access control promised in the order form and security review with the Head of IT is a gate.
- Matteo RicciHollowmere Care Group and Wexmoor Property Group: no reads given, so the evidence on them is thin.
Theo GallagherArdcarne Life Assurance: kickoff held on 6 Oct 2026, but the July outage write-up and exit plan draft remain open items he owes.- Theo GallagherRookhaven Asset Management: he owes security documentation before the customer will accept its traceability criterion.
- Theo GallagherStrathcorran Renewables: he told the customer role-based access is an Enterprise feature, then that it could be built into scope. The tier fit is unresolved.
- Theo GallagherRavensholt Capital: he is to set up a security and architecture call with the customer's IT team, while the proposal price still needs reconciling.
- Theo GallagherMany accounts are at demo stage with one or two activity items each, so follow-up depends on the AEs.
Hollie GrieveCopperwick: the CFO made a one-page ROI a condition of renewal talk at the 9 Oct 2026 QBR, and Hollie owes the dollar conversion and shipper view.- Hollie GrieveHollowmere: a late refresh and the freshness credit check are still owed, and Natasha wants the executive sponsor introduced before the 1 Apr 2027 renewal.
- Hollie GrieveCalderbrook: the customer is reviewing the brain against an in-house platform and the evidence does not show a renewal decision.
- Hollie GrieveLindqvarn: the CFO wanted the return on 160 licences before agreeing anything, and the evidence does not show an executed renewal.
Ollie PearsonArdcarne's CISO wants dated evidence, the July outage record and an exit plan status from Ollie by Tuesday.- Ollie PearsonArdcarne connector dates depend on Niamh Costello naming owners and defining a broker firm.
- Ollie PearsonAuerhain went live well, but Markus Hofmann is the only named admin.
- Ollie PearsonOllie has leave booked on 19 Oct 2026 and 20 Oct 2026, so Ardcarne follow-ups need cover.
Harvey DoyleJoined on 17 Aug 2026, so his book is still forming- Harvey DoyleOne call attended, on Quintrell Lending
- Harvey DoyleNo recorded calls, email threads or tickets yet
- Harvey DoyleEvidence is thin, so account health is not shown
Sophie LingHarbrook: Enterprise proposal promised for the week after 9 Oct 2026, signing target 29 Jan 2027, no customer reply in the thread.- Sophie LingStourleigh: Starter proposal at £22,000 a year plus £6,000 implementation; the evidence does not show the order form sent or signed.
- Sophie LingVossberg: Enterprise proposal promised after the 30 Oct 2025 call; the thread does not show it sent.
- Sophie LingGroenhaven: quoted Growth at £44,000, which matches the v1 list, not the v2 list of £50,000; check before any proposal.
- Sophie LingScheldevaart: Growth demo in early November is booked, not held, and the customs connector is a custom build.
George AbbottLeft BB-Demo on 31 Oct 2025.- George AbbottNo customer accounts are linked to him, so no account successor is needed on this evidence.
- George AbbottNo calls, email threads, tickets or documents are attributed to him.
- George AbbottEvidence is thin: only the HR record and counts are available.