Learnings
What the staff insights say
Current to 9 Oct 26
Priya RamanLeft B-Brain on 28 Aug 2026: Fenmoor, Brannock, Copperlane and Wexmoor all need a successor account executive.- Priya RamanFenmoor: Enterprise order form shown unsigned in June 2026 threads, and the COO questioned value on 18 Aug 2026.
- Priya RamanBrannock: Growth renewal at £48,500 shown unsigned in the reads; the evidence does not show a signature.
- Priya RamanCopperlane: Starter renewal at £22,000 promised by proposal; no executed order form is shown.
- Priya RamanWexmoor has only light activity and no reads, so its position is not shown.
Tom AshdownRenewal price pushback at Brackwell Freight and Dunholm Precision, where use is falling against a higher figure.- Tom AshdownOpen proposals: Tanjong Arc Logistics (Growth), Rookhaven Asset Management (Enterprise, £155,000 total including implementation) and Ashtonbury Housing (Starter).
- Tom AshdownFenmoor Specialty Underwriting addition targets close on 14 Nov 2026, with no price quoted yet.
- Tom AshdownLornefield Pensions Administration win-back awaits group sign-off, with an options note promised by Tom.
- Tom AshdownSeveral written proposals and breakdowns are promised, and the evidence does not show them sent.
Jordan PikeQuillmark Health, the largest account by activity, chose another vendor; the 31 Jul 2026 thread names an unresolved data-integrity incident as the deciding factor.- Jordan PikeLedgerwood Freight Growth proposal at £62,000 is open and not executed; signature was requested by 20 Nov 2026.
- Jordan PikeHalberd Point Insurance Enterprise: demo held on 7 Sep 2026, and a security review gates any proposal.
- Jordan PikeWexmoor and Brannock Medical Supplies show low adoption against forty licences ahead of renewals on 2 Feb 2027 and 1 May 2027.
Daniel OkaforFenmoor: the COO questions the fee against about fifteen active users, and renewal is 1 Jul 2027. Written ticket causes and the one-page value view are owed, and a commercial owner is still unnamed.- Daniel OkaforDunholm Precision: Growth renewal close is pencilled for 9 Nov 2026, with the term ending 30 Nov 2026, and the MD objects to paying more for less use.
- Daniel OkaforLornefield: a win-back is in progress and Daniel is to check what remains in place on the data side.
- Daniel OkaforBrindlecote: Growth for operations is an early lead, not yet a request.
- Daniel OkaforMarlstone Legal: billing figures from the accounting connector do not always match the source, and a ticket is not yet logged.
Marcus BellBrackwell Freight renewal starts 1 Dec 2026 and the Finance Director is not minded to agree a rise; usage is under four of forty seats.- Marcus BellHollins Tarrant says the team stopped using the brain after its Salesforce move; the term ends on 3 Jan 2027.
- Marcus BellBrannock, Brakkevoort and Wattlebrook all show active users well below licensed numbers, a value question at renewal.
- Marcus BellQuaystead Marine Services has had no reply to the 90-day renewal outreach for 31 Dec 2026.
- Marcus BellSeveral customers have asked for usage by person in writing, and the evidence shows some of these requests were chased.
Elena NovakVeldmaat Payments: renewal figure challenged and an invoice held; agreement is aimed for by 14 Dec 2026.- Elena NovakWexmoor Property Group: only seven or eight of forty licences active, renewal on 2 Feb 2027.
- Elena NovakBrakkevoort Logistics: about nine of forty licensed users active, term ends 31 Mar 2027.
- Elena NovakArdcarne Life Assurance: Enterprise onboarding has started with security evidence items still open.
- Elena NovakNo reads are available for Calderbrook Housing Group or Tallowfield Health Partners.
Hannah LoweQuillmark Health Enterprise security review is open; written answers were promised by 31 Jul 2026 and delivery is not shown.- Hannah LoweShe owes Quillmark's CISO written confirmations after the refresh outage disclosure; her reply is not shown.
- Hannah LoweAt Fenmoor Specialty Underwriting she owes a written estimate for the new line's partner feed once a sample arrives.
- Hannah LoweSeveral prospects await her technical documents or proposals, including Ledgerwood Freight and Halberd Point Insurance.
- Hannah LoweNo tickets are assigned to her; her work is pre-sales and security review support.
Sofia MarchettiWrote refresh-failure notices on 22 Jul 2026 to Fenmoor, Brackwell, Veldmaat and Hollins Tarrant; no customer replies are shown.- Sofia MarchettiOwns the Brackwell outage review after Finance Director Gareth Whitlam questioned what the Growth subscription pays for.
- Sofia MarchettiFenmoor was promised a written freshness position under the Enterprise terms; the evidence does not show it was sent.
- Sofia MarchettiCalderbrook gave notice of non-renewal on 6 Jul 2026 with its term ending 1 Sep 2026; Sofia was copied.
- Sofia MarchettiBrannock carries the most activity at 13, but the reads for it are only Customer Day invitations.
Ewan PryceVeldmaat Payments: no root cause yet for missed 07:00 refreshes, per-connector timings were to be captured.- Ewan PryceBrakkevoort Logistics: ticketing connector is the slow step, fix date depends on a test on a copy of the data.
- Ewan PryceBoth customers escalated late data and the outcomes of the engineering work are not in the evidence.
- Ewan PryceEvidence is thin: two reads, no email threads or tickets assigned.
Kieran WalshOwns setting up and testing the completion alert for Fenmoor before it is called live- Kieran WalshAdmitted on the 22 Jul 2026 call that his first diagnosis wrongly pointed at the customer's connector
- Kieran WalshOnly one call is on record for him, so the evidence on his book is thin
Rachel DunmoreVeldmaat Payments: an invoice differed from the executed order form and a credit note awaits CFO sign-off.- Rachel DunmoreCopperlane Payroll: invoice INV-022-0003 for £19,500 was due 17 Jun 2026 and no customer reply is shown.
- Rachel DunmoreArdcarne Life Assurance: INV-008-0001 for £30,000 was due 7 Oct 2026 and payment is not shown. INV-008-0002 for £125,000 is due 31 Oct 2026.
- Rachel DunmoreInvoices raised from the CRM deal record may differ from executed order forms, so other invoices need checking.
- Rachel DunmoreMost billing threads show no customer reply, so PO numbers and payment status need confirming in accounting.
Nell AshcombeLornefield win-back call held on 6 Oct 2026; group approval is required and 29 Jan 2027 is only a target.- Nell AshcombeThe Lornefield deal figure of fifty thousand is a total including implementation, not an annual price.
- Nell AshcombeBrindlecote Starter renewal order form sent 14 May 2026; the signed copy is not shown in the thread.
- Nell AshcombeHer 30 Sep 2026 reply to Douglas Baird came after a gap of several days.
Tobias RenwickLornefield Pensions Administration is his busiest account, but no reads are available for it.- Tobias RenwickFenmoor Specialty Underwriting: Callum Reid called the source-change answer thin and wants a written process.
- Tobias RenwickBrindlecote Insurance Brokers: he promised a quick-start deck and a check-in session, and the evidence does not show either was delivered.
- Tobias RenwickMost reads are pre-sale demos where he is the technical voice on security and refresh questions.
Callie BrennanLeft B-Brain on 28 Mar 2025: her 14 accounts need a named successor, and the evidence does not show who took them over.- Callie BrennanFairhallow Travel, Dunholm Precision and Quaystead Marine Services were trained with only two attendees each, so adoption rests on few people.
- Callie BrennanSkovdal Software onboarding was still in progress on 12 Mar 2025, with only one customer person trained.
- Callie BrennanQuaystead Marine Services relies on one admin, Emma Haworth, per the 13 Feb 2025 training.
Ines MoreauNo accounts carried, so no customer continuity dependency is shown- Ines MoreauNo calls, email threads, tickets or documents recorded against her
- Ines MoreauNo reads available, so her page rests on the HR record alone
Owen TallisFenmoor Enterprise: procurement returned a redline on 23 Jun 2026 and no signed form appears in the thread.- Owen TallisArdcarne Enterprise draft at £155,000 total: exit plan is the open item and signing is not shown.
- Owen TallisQuillmark Health closed its Enterprise proposal and gave no written reason.
- Owen TallisKilcarra Medical, Brannigan Wolfe and Tallowfield Health Partners negotiations show no signed order form in the record.
Bethan ListerWexmoor Property Group: third ticket in a month, with no named owner, cause or date shown, and the champion's confidence slipping.- Bethan ListerMaelbeek Assurances: Salesforce connector has stopped loading, and no customer reply follows the 16 Sep 2026 request to check network changes.
- Bethan ListerVeldmaat Payments: eleventh refresh SLA breach reported, with a root cause now found and a query fix committed.
- Bethan ListerHollins Tarrant: CRM connector authentication ticket is shown as pending, the third connector or freshness ticket in three months.
- Bethan ListerHeavy ticket load: 297 tickets assigned across 29 accounts, with several first responses slower than the tier target.
Arjun NairBoth reads are complaint-level escalations about stale data.- Arjun NairNo root cause or fix date from him is recorded on either call.
- Arjun NairHollins Tarrant fix awaits field names and a permissions check from the customer.
- Arjun NairThe evidence does not show the outcome of either fault.
Felix DorranLeft B-Brain on 29 May 2026; the evidence names no accounts needing a successor.- Felix DorranNo calls, threads, tickets or documents are attributed to him.
- Felix DorranNo reads are available, so the evidence is thin.
Natalie EzeCalderbrook Housing Group and Brakkevoort Logistics need a successor; the evidence does not show who took them over.- Natalie EzeCalderbrook's renewal was still open at the last recorded QBR, with an IT-led in-house review weighing cost; the term ran to 1 Sep 2025.
- Natalie EzeBrakkevoort asked to defer renewal talk until after the next review; the contract end of 31 Mar 2026 has passed and the evidence does not show the outcome.
- Natalie EzeOpen commitments at departure: a shipper-account breakdown and session date for Brakkevoort, a value summary and source map for Calderbrook.
Bridget KearsleyWexmoor Property Group has two unpaid invoices held up by a paying entity and PO mismatch.- Bridget KearsleyHer customer contact is limited to one email thread; no calls or tickets are recorded.
- Bridget KearsleyShe has authored eight documents, but most of their reads are missing, so the evidence is thin.
Lewis KerrIvelbridge Software: CFO asked for the order form; not shown as sent or executed, so the proposal is still open.- Lewis KerrClonvara Insurance Services: Growth contract ends 31 Oct 2026; the COO questions value against low usage and wants written terms.
- Lewis KerrHarrowden Foods: the £8,000 plus VAT add-on is unsigned, with a decision aimed at 30 Oct 2026; renewal talks depend on usage figures.
- Lewis KerrRavensholt Capital: year-one price quoted on the demo differs from the discovery quote and needs one reconciled proposal.
- Lewis KerrStrandvig Energi: the £44,000 Growth price quoted is the v1 list; proposal pending after the 1 Oct 2026 demo.
Chloe BarnardNo accounts are linked to her in the evidence.- Chloe BarnardNo calls, email threads or tickets are attributed to her, so her work is not visible.
- Chloe BarnardNo reads are available, so the evidence on her is thin.
- Chloe BarnardNo departure is recorded; she reports to Owen Tallis.
Dominic HaleNamed owner of open data-freshness escalations at Calderbrook, Veldmaat, Hollins Tarrant and Brakkevoort.- Dominic HaleCalderbrook has the most activity, and its 28 Jan 2026 thread shows a missed promised update.
- Dominic HaleVeldmaat's 28 Jul 2026 escalation committed him to daily written updates until closed.
- Dominic HaleSeveral reads are missing, so the evidence on his book is partial.
Yusuf DemirVeldmaat Payments is his only account, so refresh fixes and connector work rest on him alone.- Yusuf DemirVeldmaat has logged repeated missed 07:00 refreshes, and Growth gives no freshness credit.
- Yusuf DemirThe Exact Online mapping and the refresh fix compete for the same engineer, per the 19 Feb 2026 call.
- Yusuf DemirThe latest read shows the Zendesk connector missing updates to existing tickets; the outcome is not in the evidence.
Laura PenhaligonCalderbrook Housing Group has confirmed it will not renew; handover packs and the dedupe rule are hers to deliver.- Laura PenhaligonCopperwick Logistics has only a handful of its 40 licensed users in, so adoption is the open question.
- Laura PenhaligonCopperwick's shared mailbox connector waits on a service account from the customer's IT team.
- Laura PenhaligonReads exist for four accounts only; her work on Brakkevoort and Clonvara, her two busiest, is not visible in the evidence.
Martin SobczakNo customer accounts carried- Martin SobczakOne document authored, no reads available
- Martin SobczakNo calls, email threads or tickets recorded
- Martin SobczakEvidence is thin; HR record and counts only
Esther QuayeContinuity risk: Calderbrook Housing Group, Lindqvarn Retail and Brakkevoort Logistics need a successor CSM, as none has an active owner in the evidence.- Esther QuayeCalderbrook: on 28 Jan 2026 Helen Marsden escalated stale board pack figures from a connector that stopped loading, and the cause was not yet confirmed.
- Esther QuayeCalderbrook: the renewal decision sat with a new director reviewing an in-house platform, and active use had roughly halved.
- Esther QuayeLindqvarn: the CFO Mats Eklund wanted a numbers-first value case before reviewing the contract, which ran to 31 May 2026.
- Esther QuayeBrakkevoort: the CFO wanted renewal terms in writing and active use had fallen; the evidence does not show the outcome.
Olivia GrantLindqvarn Retail has recurring connector and duplicate-record tickets, and customer service users have questioned the answers.- Olivia GrantSeveral first responses were slow, including 590 minutes and 322 minutes on recent tickets.
- Olivia GrantSalesforce connector sync failure at one account was still pending on 2 Oct 2026.
- Olivia GrantTallowfield Health Partners wants three more users and needs an upgrade from Starter.
- Olivia GrantNatasha at Hollowmere Care Group is new and a potential champion or key-person risk.
Hamza AkhtarHollowmere Care Group: only about a dozen active against 170 licences at 11 Jun 2026, and Josh Fairburn is the only admin.- Hamza AkhtarTallowfield Health Partners: about one active user in the last month against 15 licensed at 3 Aug 2026, an adoption risk before first renewal.
- Hamza AkhtarWattlebrook Insurance Services: adoption leans on one team leader and on B-Brain building pages, with a six-month check-in the only scheduled touchpoint.
- Hamza AkhtarNo reads were given for Harrowden Foods, his most active account, so its current state is not shown.
Rosie LambertLeft B-Brain on 27 Mar 2026- Rosie LambertNo accounts carried, so no successor is needed for customers
- Rosie LambertNo calls, threads or tickets are attributed to her
- Rosie LambertEvidence is thin: HR record only
Alice BrewerHer recorded activity is 120 email threads and no calls, tickets or documents.- Alice BrewerMost invitations drew no reply, so customer interest is not shown.
- Alice BrewerShe flagged fewer logins at Clonvara Insurance Services to Cian Farrell; the account team should follow up.
- Alice BrewerThe quote request to Brandon Russell at Tallowfield Health Partners has no consent yet and should not be used.
- Alice BrewerThe 15 Oct 2026 webinar is booked, not held.
Amara ObiClonvara Insurance Services: just under ten active users against forty licensed on Growth, contract ends 31 Oct 2026.- Amara ObiHarrowden Foods: around fourteen of sixty active users, Growth renewal on 4 Jan 2027, extra users being quoted.
- Amara ObiSilverbeck Energy Services: Starter usage down 41% on the quarter, contract ends 30 Nov 2026.
- Amara ObiLindqvarn Retail: Enterprise usage down nearly a third, with a written timeline and freshness position owed.
- Amara ObiCalderbrook Housing Group has confirmed it will not renew, so the handover needs care.
Matteo RicciArdcarne Enterprise order form signed 4 Sep 2026 and countersigned 7 Sep 2026; kick-off handed to the customer success manager.- Matteo RicciKilcarra Starter order form awaits board approval after the 5 Oct 2026 negotiation call.
- Matteo RicciStrathcorran Growth proposal depends on a security review and on how access control is scoped.
- Matteo RicciKilcarra quotes of £28,000 for Starter do not match the v2 Starter list of £22,000 and should be checked.
Theo GallagherOwns written security answers for Ardcarne, whose CISO accepts only dated written evidence.- Theo GallagherOwes Ardcarne the data residency confirmation and draft exit plan after the 6 Oct 2026 kickoff.
- Theo GallagherTold Strathcorran that role-based access is Enterprise only, then said it could be built into scope: unresolved.
- Theo GallagherLeave is booked from 1 Dec 2026 to 3 Dec 2026.
Hollie GrieveHollowmere: a refresh finished after seven and the Enterprise freshness credit check is still owed in writing.- Hollie GrieveHollowmere: Natasha Pryor wants the executive sponsor introduced before the 1 Apr 2027 renewal.
- Hollie GrieveCopperwick: the CFO has made a one-page ROI a condition of renewal talk, and Hollie owes the supporting material.
- Hollie GrieveCalderbrook: the term was due to end on 1 Sep 2026 and the evidence does not show the outcome.
- Hollie GrieveLindqvarn: the CFO wanted the return on 160 licences before agreeing renewal.
Ollie PearsonArdcarne CISO expects dated evidence, connector plan and exit plan status from Ollie by Tuesday- Ollie PearsonArdcarne access approval gates all loading, so the connector sequence depends on it
- Ollie PearsonAuerhain launched with four self-built dashboards and regular use
- Ollie PearsonAuerhain hands over from Ollie to the CSM team after the 30-day check-in
- Ollie PearsonNo tickets are assigned to Ollie; the evidence is calls and threads
Harvey DoyleJoined on 17 Aug 2026, so his book is still forming- Harvey DoyleOne call attended on Quintrell Lending, no reads available
- Harvey DoyleLeave booked on 2 Nov 2026 and from 2 Dec 2026 to 4 Dec 2026
Sophie LingStourleigh Logistics Starter proposal from 1 Jun 2026: the evidence does not show an order form sent or signed.- Sophie LingHarbrook Utility Services: Enterprise proposal promised after 7 Oct 2026 discovery, no customer reply on the 29 Jan 2027 signing target.
- Sophie LingVossberg Logistik: Enterprise proposal promised after 30 Oct 2025, not shown as sent.
- Sophie LingGroenhaven Verzekeringen: £44,000 Growth quote matches the v1 list; the v2 list is £50,000, so check before any proposal.
- Sophie LingScheldevaart Logistics: Growth recommendation was verbal, with a demo booked for early November.
George AbbottLeft B-Brain on 31 Oct 2025- George AbbottNo accounts carried, so no customer successor is needed on the evidence
- George AbbottNo calls, threads, tickets or authored documents recorded
- George AbbottEvidence is thin: no reads were available