Clayhithe Logistics / BG-Demo – Renewal
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Clayhithe Logistics · 14 Sep 2026 14:30
On the 14 Sep 2026 renewal call, the Managing Director questioned the rise from £20k to £22k and said that if the value isn't there, they look at other options. Usage has dipped since spring.
What was said
What this says
As at Fri 9 Oct 2026On the 14 Sep 2026 renewal call, the Managing Director questioned the rise from £20k to £22k and said that if the value isn't there, they look at other options. Usage has dipped since spring.
What happened: Elena Novak hosted the renewal call with Tom Ashdown. Toby Westwood said usage has dipped since the spring and dispatch went back to spreadsheets.
Customer view: Alexandra Peck, the Managing Director, focused on money and asked why the price is going up from £20k to £22k. She has been asked to justify the spend and needs something for the board.
Commercial: Tom could not explain the split of the £22k on the call and promised to confirm it in writing. Elena said Starter customers on the earlier price list move to the newer one at renewal, and the tier, users and connectors stay the same.
Watch: The current term ends in October, so time is short. A high priority ticket from last month is not confirmed as resolved, and the evidence does not show an invoice date or a booked follow-up call.
Themes
As at Fri 9 Oct 2026Theme
Starter renewal price query
Importance
renewal
Sentiment
negative
Voice
decision-maker
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Tom Ashdown to confirm the price split and send it in writing, copying Toby Westwood.
- Elena Novak to send written reasons as a numbered list covering the tier, the price and the terms.
- Elena Novak to run the usage review with Toby Westwood and book a follow-up value review call.
Risks
As at Fri 9 Oct 2026- Usage has dipped since the spring and dispatch have gone back to spreadsheets, so the value case for the Starter renewal is weak.
- The Managing Director said other options will be looked at if the value is not shown, and the term ends in October.
- The reason for the rise from £19,500 to £22,000 was not explained on the call and must now be put in writing.
Opportunities
As at Fri 9 Oct 2026- A usage review with Toby Westwood could separate a training problem from a value problem and rebuild the case.
- A value review with something the Managing Director can show the board could secure the Starter renewal.
Transcript
Elena NovakGood afternoon, everyone, thank you for joining. As I sent beforehand, the agenda is usage, renewal terms and next steps. Does that still work for you?
Alexandra PeckYes, that's fine. I've got half an hour, so let's not wander.
Tom AshdownSorry, sorry, I'm coming in from another call. Hope you're all well. How's the week been?- Alexandra PeckBusy, Tom. Lots going on at the moment.
- Elena NovakThank you. I'd like to start with usage, because I want to understand what the figures are telling us before we talk about terms. Toby, how is the team using it day to day?
Toby WestwoodHonestly, it's dipped. We've been using it less since the spring. Dispatch have gone back to their spreadsheets for a bit, and I can't tell you exactly why.- Elena NovakThat's helpful, thank you. So the question is whether this is a training question or a value question. Would it be all right if we looked at the figures together after the call?
- Toby WestwoodYes, of course. I'd rather know than guess.
- Alexandra PeckCan I come in? I'm less interested in the charts and more in the money. The paper I've got says £22,000, and we pay £19,500 a year now. Why is it going up?
- Tom AshdownFair question, and I'll be straight with you. I don't want to quote you a figure from memory and get it wrong. The £22,000 is the number on the proposal. I'll confirm exactly what it covers, and how much of it is annual, before anything goes out in writing.
- Alexandra PeckRight. So you don't know?
- Tom AshdownI know the direction. I just want the exact split confirmed first. No drama. Leave that with me.
- Elena NovakTo confirm, Tom will check the split and send it in writing. For context, Starter customers who signed on the earlier price list move to the newer one at renewal, and this proposal reflects that.
- Alexandra PeckThat's fine, but I need the reasons in writing, not on a call.
- Elena NovakUnderstood. I will make sure that the reasons are in writing, with a numbered list of what has changed: the tier, the price and the terms.
- Toby WestwoodCan I check what's staying the same? We're still on Starter, aren't we? Four connectors and fifteen users?
- Elena NovakYes, the tier stays Starter, and the user and connector limits do not change in this proposal. I'll confirm that in the summary.
- Alexandra PeckGood. When does the current contract actually end?
- Elena NovakThe current term ends in October. I'll confirm the exact dates against the order form before we agree anything.
- Tom AshdownThe renewal's at the end of October, so there's a bit of room, but not loads.
- Elena NovakFor the invoice date, I'll need to check with Finance first before I give you a date, so that I don't guess.
- Alexandra PeckFine. Let me be clear about the ask. If the value isn't there, we look at other options. I've been asked to justify the spend, and I need something I can put in front of the board.
- Tom AshdownCompletely fair. Let's get something in the diary for a value review, a week or two out, once we've got the split.
- Elena NovakOkay. Next steps as I see them: one, a usage review with Toby; two, the price split from Tom; three, the written reasons from me; four, a follow-up call. Is anything missing?
- Alexandra PeckNo. Send it in writing and I'll read it properly.
- Toby WestwoodThanks Elena, that's helpful. Sorry the usage has been a bit of a mess.
- Elena NovakPlease don't apologise. It's exactly what we want to hear early. We'll look at it together.
- Elena NovakToby, one more thing from my side. I noticed a high priority ticket came in last month. Is that still an issue for you?
- Toby WestwoodNot that I know of. It's been quiet since. I'll check with the lads before I say it's fixed.
- Elena NovakThat's sensible. If anything changes, let me know and I'll bring it into the usage review.
- Alexandra PeckCan we make sure that's in the notes?
- Elena NovakYes, as agreed, it's in the actions.
- Tom AshdownSorry, one thing. Are you okay with me sending the price split to Toby as well?
- Alexandra PeckYes, copy Toby. He's the one who has to live with it.
- Tom AshdownGood. Cheers, all.
- Elena NovakThank you everyone. I'll send the summary today. Speak soon.
- Alexandra PeckThanks. Bye.
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