Learnings
What the staff insights say
Current to 9 Oct 26
Priya RamanLeft B-Brain on 28 Aug 2026: Fenmoor Specialty Underwriting needs a successor commercial lead.- Priya RamanThe Enterprise order form for Fenmoor is shown as unsigned and open in the 24 Jun 2026 thread.
- Priya RamanRichard Thorne wants subscription and implementation as two plain lines, and questioned value on 18 Aug 2026.
- Priya RamanOwen Tallis, her manager, joined the 22 Jun 2026 negotiation call and knows its terms.
Tom AshdownBrackwell Freight: Growth term ends 30 Nov 2026, and the customer is not minded to agree a £50,000 renewal against £44,000 now.- Tom AshdownHollins Tarrant: Starter renewal is due 4 Jan 2027, and the managing director is asking what the subscription delivers.
- Tom AshdownVeldmaat Payments: the customer has challenged the Growth renewal figure and wants a written breakdown, aiming to agree by 14 Dec 2026.
- Tom AshdownFenmoor: expansion proposal has a working close of 14 Nov 2026, with no price quoted and no sponsor named yet.
- Tom AshdownLornefield: win-back needs group sign-off, with a second call promised before the end of the month.
Jordan PikeQuillmark Health, his only listed account, told him on 31 Jul 2026 it chose another vendor.- Jordan PikeQuillmark named an unresolved data-integrity incident as the deciding factor.
- Jordan PikeHe disclosed a nightly refresh outage to the CISO directly, and she credited the openness.
- Jordan PikeThe evidence shows no open deal and no tickets assigned to him.
Daniel OkaforFenmoor has no settled commercial owner for the new lines, which the customer has asked about.- Daniel OkaforFenmoor usage is concentrated in a few people, and trust was dented by the July refresh failures.
- Daniel OkaforFenmoor renews on 1 Jul 2027 and the COO has questioned the annual cost against active users.
- Daniel OkaforLornefield win-back is at scope and terms stage, pending group sign-off towards 29 Jan 2027.
Marcus BellBrackwell Growth term ends on 30 Nov 2026 and the Finance Director, Gareth Whitlam, says fewer than four of forty seats are active.- Marcus BellThe Brackwell renewal deal shows £50,000 against £44,000 today, and Gareth is not minded to agree it; Tom Ashdown owns the terms.
- Marcus BellHollins Tarrant Starter term ends on 3 Jan 2027, and the managing director, Rob Ellery, asks what the team would be paying for after the Salesforce move.
- Marcus BellUsage rests on one or two people at both accounts, a key-person risk.
- Marcus BellGareth has asked repeatedly for per-person usage in writing and chased it on 17 Sep 2026.
Elena NovakVeldmaat's renewal figure was challenged on 6 Oct 2026; a written breakdown against the order form is owed.- Elena NovakThe invoice dispute against the executed order form is a B-Brain billing error and still needs a written corrected invoice or credit note.
- Elena NovakJoost Verbeek will not discuss renewal or growth while the credit answer and invoice are open.
- Elena NovakLate nightly refreshes and open tickets continue to be raised by the customer.
- Elena NovakUsage and questions asked are rising, which supports a value case for the renewal.
Hannah LoweQuillmark: the final Enterprise security session ended with written answers promised by 31 Jul 2026, and the evidence does not show delivery or the CISO's conclusion.- Hannah LoweQuillmark: a nightly refresh outage was disclosed to the CISO in the week of 24 Jul 2026, with four written confirmations asked of Hannah and no reply shown.
- Hannah LoweFenmoor: at the 15 Sep 2026 QBR Hannah owes a written estimate and a Sandbox view once a sample of the partner feed arrives.
- Hannah LoweVeldmaat: Joost Verbeek counts one late refresh as a miss and expects the three order form connectors working at go-live.
Sofia MarchettiOwns the outage ticket review for Brackwell, whose Finance Director wants usage and response times in writing before any call.- Sofia MarchettiPromised written follow-up on the 22 Jul 2026 refresh failure at Fenmoor, Brackwell, Veldmaat and Hollins Tarrant; the evidence does not show it was sent.
- Sofia MarchettiFenmoor was told a freshness position under the Enterprise terms would follow in writing.
- Sofia MarchettiEvidence is thin on calls and tickets: one call attended, none recorded, no tickets assigned.
Ewan PryceHad no root cause for Veldmaat's missed 07:00 refreshes at the 28 Jul 2026 call.- Ewan PryceCommitted to capture per-connector timings and share first evidence the next morning.
- Ewan PryceEvidence is thin: one call and one document, no tickets or email threads.
- Ewan PryceLeave is booked from 2026-12-08 to 2026-12-10.
Kieran WalshOwns the completion alert for Fenmoor's nightly refresh; testing it comes before calling it live.- Kieran WalshAdmitted on the 22 Jul 2026 call that his first diagnosis wrongly pointed at the customer's CRM connector.
- Kieran WalshEvidence is thin: one call, no threads or tickets assigned.
Rachel DunmoreVeldmaat Payments disputed an invoice on 14 Jul 2026; the credit note or corrected invoice awaits CFO sign-off.- Rachel DunmoreVeldmaat invoice INV-003-0005 was issued on 5 Oct 2026 and is due 4 Nov 2026, with no PO number confirmed.
- Rachel DunmoreFenmoor Specialty Underwriting: Rachel is to raise the July credit note and send Imogen Hartley the reference.
- Rachel DunmoreInvoices raised from the deal record may differ from the executed order form, so other invoices need checking.
- Rachel DunmoreMost billing threads show no customer reply, so PO numbers and receipt are unconfirmed.
Nell AshcombeLornefield win-back is a lead, not signed: group approval is required and 29 Jan 2027 is a plan.- Nell AshcombeThe fifty thousand figure on the Lornefield deal is a total including implementation, not an annual price.
- Nell AshcombeLornefield carries 38 of her account activity, so the relationship leans heavily on her and Daniel Okafor.
- Nell AshcombeHer reply to Douglas Baird took several days, and the proposed Thursday 10:00 slot is not shown as confirmed.
- Nell AshcombeEvidence is thin for Brackwell Freight Ltd and Hollins Tarrant: no reads are given for either.
Tobias RenwickLornefield Pensions Administration is his heaviest account with 15 activity items, and Craig Paterson there wants notice before any refresh moves.- Tobias RenwickFenmoor's Callum Reid called the source-change answer thin and wanted a written process.
- Tobias RenwickCraig Paterson at Lornefield asked for a test environment, which needs the Enterprise Sandbox: an upsell signal.
- Tobias RenwickThe newest read is dated 15 Apr 2024, so current account status is not shown.
Callie BrennanContinuity risk: Brackwell Freight Ltd, Fenmoor Specialty Underwriting, Hollins Tarrant and Lornefield Pensions Administration all need a successor.- Callie BrennanThe evidence does not show who took over any of the four accounts after 28 Mar 2025.
- Callie BrennanNo reads cover Brackwell Freight Ltd or Lornefield Pensions Administration, so the evidence on them is thin.
- Callie BrennanAt Fenmoor she planned a handover to Daniel Okafor with a setup note listing connectors, mappings and open items.
- Callie BrennanAt Hollins Tarrant the value case rested on one active user, Josh Penrose, when she last trained the group.
Ines MoreauNo customer accounts are attached to her- Ines MoreauNo calls, email threads or tickets are recorded for her
- Ines MoreauEvidence is thin: HR record only, no reads available
- Ines MoreauActive colleague, reporting to Martin Sobczak
Owen TallisQuillmark Health closed its Enterprise proposal and gave no reason or written feedback.- Owen TallisFenmoor Enterprise order form: no signed form appears in the 23 Jun 2026 thread, and the Growth term ended on 30 Jun 2026.
- Owen TallisFenmoor's procurement wants a service-level exit right and sixty-day payment terms, which are still contested.
- Owen TallisSeveral accounts need deal totals explained as including one-off implementation, not as annual prices.
- Owen TallisNo tickets are assigned to him; his activity is calls and email threads.
Bethan ListerVeldmaat: the eleventh refresh SLA breach was reported on 1 Oct 2026; Ewan Pryce is optimising the Exact Online query and the fix is still to be confirmed.- Bethan ListerHollins Tarrant: the CRM connector authentication ticket is pending, and it is the third connector or freshness ticket in three months.
- Bethan ListerFenmoor: the dashboard performance ticket from 7 Oct 2026 remains open with an escalation to Arjun Nair.
- Bethan ListerSeveral first responses on recent tickets ran to hundreds of minutes, so response times against tier are worth checking.
- Bethan ListerRecent reads include how-to and feature requests at Fenmoor and another account, which point to possible adoption and upgrade conversations.
Arjun NairOwns the placements mapping change for Hollins Tarrant, a Starter account with stale data and a renewal risk.- Arjun NairGave no fix date on the 17 Mar 2026 escalation call.
- Arjun NairEvidence is thin: one recorded call, no tickets or threads counted for him.
- Arjun NairThe evidence does not show whether the fix has shipped.
Bridget KearsleyNo customer accounts are attached to her in the evidence- Bridget KearsleyEight documents authored; their content is not in the evidence
- Bridget KearsleyNo calls, email threads or tickets recorded, so evidence is thin
- Bridget KearsleyReports to Nell Ashcombe; in post since 11 Nov 2024
Chloe BarnardEvidence is thin: only the HR record is available- Chloe BarnardNo accounts, calls, threads or tickets are linked to her
- Chloe BarnardActive colleague, hired on 2 Dec 2024, reports to Owen Tallis
Dominic HaleOwns the daily written updates on the Veldmaat Payments missed 07:00 refresh escalation, raised on 28 Jul 2026.- Dominic HaleTook ownership of the Hollins Tarrant placements data fault on 17 Mar 2026; the evidence does not show it closed.
- Dominic HaleBoth accounts have a negative escalation read, and the Veldmaat service credit answer was still open at the last call.
- Dominic HaleEvidence is thin: two recorded calls and no tickets or email threads.
Yusuf DemirVeldmaat Payments is his only named account, and he is the main engineering contact on it.- Yusuf DemirMissed 07:00 refreshes drove repeated complaints; Growth credits cover availability only, so no credit applies.
- Yusuf DemirAccount managers held back from logging in while early data was stale, so adoption is the open question.
- Yusuf DemirOn 19 Feb 2026 one engineer was covering both the refresh fix and the Exact Online mapping.
- Yusuf DemirLatest read, 2 Mar 2026: mornings clean, Zendesk update fix planned; later events are not in the evidence.
Martin SobczakNo customer accounts are carried- Martin SobczakNo calls, email threads or tickets in the evidence
- Martin SobczakOne document authored, no reads available
- Martin SobczakReports to Tobias Renwick
Rosie LambertLeft B-Brain on 27 Mar 2026; the evidence shows no accounts needing a successor- Rosie LambertNo calls, threads, tickets or documents are recorded against her
- Rosie LambertEvidence is thin: only the HR record is available
Alice BrewerHer 21 email threads are outbound invitations; none of the reads shows a customer reply.- Alice BrewerFenmoor holds most of her activity (11), including an unanswered invitation to its new Chief Data Officer.
- Alice BrewerShe flagged falling logins at Brackwell, so the account owner should check adoption there.
- Alice BrewerSeveral invitations ask to quote customers, with written approval promised first.