Rufforth Bakeries / BG-Demo – Negotiation
Callcompleted
Rufforth Bakeries · 29 Dec 2025 16:00
Rufforth Bakeries wants Growth for customer service and key accounts, signing by Fri 23 Jan 2026. Price is fine if connectors cover complaints and credit. Brian Kilvington signs; payment terms and a purchase order are open.
What was said
What this says
As at Fri 9 Oct 2026Rufforth Bakeries wants Growth for customer service and key accounts, signing by Fri 23 Jan 2026. Price is fine if connectors cover complaints and credit. Brian Kilvington signs; payment terms and a purchase order are open.
What happened: Lewis Kerr and Owen Tallis negotiated Growth (forty users, eight connectors) with Melanie Scaife, Brian Kilvington and Sheila Duffield. The deal total quoted was £60k, which Lewis said is a total and not a yearly price, with the breakdown to follow in writing.
Customer view: Melanie said the price is fine if the connectors cover complaints and credit as well as orders. Brian asked whether the fee recurs and is paid in advance, and wanted thirty-day terms and the quarterly option in writing.
Commercial: No discount was proposed. Owen stated that any discount is first term only. Sheila needs a purchase order number before an invoice can be raised.
Watch: Connector coverage of complaints and credit is untested, and Lewis said implementation would check the sources. The evidence does not show a signed order form; the date of Fri 23 Jan 2026 is the customer's target.
Themes
As at Fri 9 Oct 2026Who was there
BG-Demo
Them
Follow-up
Next steps
As at Fri 9 Oct 2026- Lewis Kerr to send the price breakdown and service level wording on the day of the call.
- Lewis Kerr to send the order form well before Fri 23 Jan 2026, with thirty-day terms and the quarterly option in writing.
- Sheila Duffield to send the purchase order number so Lewis can put it on the order form.
Risks
As at Fri 9 Oct 2026- Melanie's acceptance of the price depends on the connectors covering complaints and credit as well as orders.
- Late complaints data would undermine managers' trust, and Melanie asked what happens if the feed is late.
- A missing purchase order number could leave the invoice stuck with Rufforth Bakeries for weeks.
Opportunities
As at Fri 9 Oct 2026- Growth tier for the customer service and key accounts teams, with Brian Kilvington as signatory.
- Quarterly payment is available on request and Sheila said it would help her cash flow.
Transcript
Lewis KerrHi all, can you hear me okay? Lewis here, and Owen's on too.
Melanie ScaifeYes, loud and clear. Hello, afternoon Owen.
Owen TallisHi Melanie. Camera's off, I'm on a dodgy connection, so shout if I drop.- Lewis KerrBrilliant. Before we dive in, can we confirm what you want to sign and by when? I'd like to be clear on that before we get into numbers.
- Melanie ScaifeYes. We want the Growth tier for the customer service team and the key accounts team. The date we're working to is Friday 23 Jan 2026.
- Owen TallisRight. Friday 23 Jan 2026 is the next dated step, so let's work backwards from that. Who signs?
- Melanie ScaifeBrian signs. He's just joining, he's been stuck on another call.
- Lewis KerrNo problem. Brian, hello. I'll go through the commercial bit and you stop me if I'm going too fast.
Brian KilvingtonHello, sorry, I'm here now. Go on.- Lewis KerrThanks. The proposal is Growth, forty users and eight connectors. The total on the deal is £59,500. That's the total, not a yearly price, and I'll break it into the parts so you can see what recurs and what's one-off. I'd rather do that in writing than guess on the call.
- Brian KilvingtonSensible. My question is simpler. Is the fee recurring each year, and is it paid in advance?
- Lewis KerrYes, it's an annual subscription, paid annually in advance. Quarterly is available on request if that suits you better.
Sheila DuffieldQuarterly would help my cash flow, to be honest. Can you confirm the payment terms are thirty days from invoice?- Lewis KerrThirty day terms, yes. I'll put it in the order form so it's clear.
- Owen TallisLet's not discount twice. Any discount is for the first term only, and it doesn't carry into renewal. Lewis, what are you proposing?
- Lewis KerrI haven't put one in yet. Melanie, what's the ask from your side?
- Melanie ScaifeHonestly, the price is fine if the connectors cover complaints and credit as well as the orders. That's the whole reason we're looking at this.
- Lewis KerrGrowth gives you eight connectors, so on paper that covers it. Our implementation team would check the sources before we commit to anything, because that's where these things go wrong.
- Brian KilvingtonWhere does implementation fit? I'm not paying for work that isn't in the scope.
- Owen TallisIt's a fixed fee and it's one-off. It sits inside that total, and I'll confirm the split in the order form. I'd rather not promise a number on the call that Lewis can't put in writing.
- Sheila DuffieldCan we get a purchase order number before you send the invoice? Our system won't take it without one.
- Lewis KerrAbsolutely, Sheila. Send it to me and I'll make sure it goes on the order form.
- Melanie ScaifeSorry, one more thing. What happens if the complaints feed is late? We can't have the managers looking at yesterday's figures.
- Lewis KerrThe service levels are in the order form. For a priority one on Growth, the first response is one business hour. I'd rather send you the exact wording than read it out from memory.
- Melanie ScaifeThat's fair. One business hour sounds all right to me.
- Brian KilvingtonAnd the availability? I've seen some of these promise a lot and deliver very little.
- Lewis KerrIt's in the same schedule, and I'll send it across today with the breakdown, so you can read it properly rather than take my word.
- Owen TallisGood. Who else needs to see the order form before it goes to Brian? I want no surprises.
- Melanie ScaifeNobody else, really. Brian's the one who signs and Sheila handles the invoices.
- Owen TallisThen the next dated step is the order form well before Friday 23 Jan 2026. Lewis, can you hold me to that?
- Lewis KerrI'll hold myself to it. I'll send the breakdown and the order form, and I'll confirm the purchase order details with Sheila.
- Brian KilvingtonRight. I think we're close. Lewis, the thirty days and the quarterly option, put both in writing and we can move.
- Lewis KerrWill do. Thirty days, quarterly on request, annual in advance as the default.
- Sheila DuffieldAnd the purchase order number. Without that the invoice gets stuck with us for weeks.
- Lewis KerrGot it. I'll send the breakdown today.
- Owen TallisRight, I think that's everything. Thanks, all. Happy new year to you.
- Brian KilvingtonFine. Speak soon.
- Melanie ScaifeThanks everyone. Bye.
- Lewis KerrCheers all. Speak soon.