Brindlecote Insurance Brokers

Support, April: On 13 Apr 2026 Kirsty reported slow renewal queries; Bethan Lister found normal performance in the logs and asked which queries were slow. On 17 Apr 2026 Ed Duckworth was shown the filter dropdown and the issue was resolved.

Connectors: Zendesk records stopped loading on 20 Apr 2026, and Ed confirmed a manual sync worked on 27 Apr 2026. The cause is not shown.

Renewal call: On 27 Apr 2026 Daniel Okafor and Nell Ashcombe offered a like-for-like Starter renewal at £20k. Ed said people now ask questions on their own, and asked about Growth; Nell advised Starter while only the renewals team uses the brain.

Connectors again: On 30 Apr 2026 the call recordings connector failed. Olivia Grant confirmed the failure and asked about credentials and system changes.

Renewal paper: On 14 May 2026 Nell sent the order form at £20k, and Ravi Atherton said on 15 May 2026 that he would sign the next day. Invoice INV-011-0005 followed on 18 May 2026: £20k net, £23k total, due 17 Jun 2026.

Other: A marketing webinar invitation to Ravi on 1 May 2026 drew no reply. On 19 May 2026 Toby Underwood's new-hire access request was answered in 138 minutes.

Open at the end: The signed order form and invoice payment are not shown. The call recordings connector, the slow queries and Toby's blank dashboard (reported 29 May 2026, escalated to Arjun Nair) have no documented resolution.

Support: on 6 Jan 2026 Toby Underwood reported that data had not refreshed, blocking client meetings. Olivia Grant found the nightly sync stalled and escalated, and resolution took 13 days; the root cause is not documented.

Support: on 26 Jan 2026 the refresh stalled again and the operations team was blocked. Support traced it to a firewall rule change on the customer side, and a fix was deployed on 27 Jan 2026.

Support: Toby chased the next day and the record shows no BG-Demo reply before the internal note. The ticket closed on 31 Jan 2026, and the customer's confirmation that the refresh is current is not recorded.

Renewal: on 2 Mar 2026 Daniel Okafor opened renewal talks. Ravi Atherton, Chief Operating Officer, said they would like to renew and would return on timing and budget after speaking to finance. He did not answer how the team finds the brain.

Adoption: on 18 Mar 2026 Toby asked for a new team member to be added with dashboard access. Olivia asked for the email and permission scope, and the ticket was solved the next day.

Open at the end: the agreement runs to the end of May. Budget, timing and finance involvement were unconfirmed, and the thread does not show the renewal proposal being sent. Two freshness incidents in one quarter sit against a value question that is untested.

Support: On 23 Oct 2025 Kirsty Rigby raised a ticket that the call recording connector had not synced new calls overnight. Olivia Grant checked the connector logs and authentication, and both appeared healthy.

Root cause: the customer's call recording system had no activity that day, so there were no calls to sync. The read calls it a false alarm but an appropriate one to investigate.

Response time: the read notes a 701-minute first response for a low-priority item. It does not say whether this fell within the service level for the customer's tier.

Next step: the read suggests telling the customer that idle connector periods are normal when the source has no new data.

Open at the end: nothing is recorded as open. The read shows no other calls, emails or news for the quarter, and the evidence does not show the customer's wider sentiment, usage or renewal position.

Period content: this digest rests on one read, an email thread dated 10 Jul 2025. No calls, tickets or news items from the period were read.

Invitation: Alice Brewer invited Ed Duckworth to a 17 Jul 2025 webinar on building dashboards. She suggested it might interest his team given their recent work.

Customer response: the thread holds no reply from Ed, so the evidence does not show whether he attended or was interested. The read marks him as a champion voice with neutral sentiment.

Opportunity: the read notes that Ed's team's dashboards work could support a conversation about the dashboards builder. That is a Growth feature, and the thread does not show this customer's tier.

Open at the end: no next steps were recorded, and nothing was asked of the customer beyond the invitation.

Renewal: on the 25 Apr 2025 call, Daniel Okafor and Nell Ashcombe took Ed Duckworth, Ravi Atherton and Zoe Nuttall through the year-three renewal. Starter stayed at £20k on unchanged terms, and Ed said the brain is part of how the team works.

Signature: Nell sent the renewal order form on 14 May 2025 for Starter, 15 users, £20k annually. Ravi replied the same day at 17:29 that he had signed and sent it, with no questions or changes.

Billing: on 19 May 2025 Rachel Dunmore sent Zoe invoice INV-011-0004 for £23k including VAT, made up of £20k net and £3,900 VAT, due by 18 Jun 2025. Zoe did not reply, and the thread does not show payment.

Upsell: Nell mentioned some Enterprise features coming down to Starter, a light prompt for a later upgrade conversation. No upsell was raised.

Marketing: on 7 Jun 2025 Alice Brewer invited Toby Underwood to a webinar on 19 Jun 2025 about customer outcomes. Toby did not reply, so interest is not shown.

Open at the end: whether INV-011-0004 was paid, and whether the executed order form is on file, were not shown in these reads.

Feature request: On 24 Jan 2025 Toby Underwood asked for scheduled data exports because weekly manual exports take admin time. Bethan Lister logged it with the product team, and the ticket closed on 31 Jan 2025 with no release date given.

Data quality: On 20 Feb 2025 Ed Duckworth reported duplicate client records after a CRM sync. Bethan traced them to a connector configuration change and offered a call to merge them, and the ticket closed on 2 Mar 2025 without confirming a merge.

Renewal: On 28 Feb 2025 Daniel Okafor opened the May renewal conversation with Ravi Atherton. Ravi replied on 4 Mar 2025 that things were going well and suggested mid-April for a call, giving no detail on usage, price or value.

Adoption: On 7 Mar 2025 Toby asked how to build a dashboard for broker performance metrics. Bethan sent the dashboard builder guide, and the read treats this as a sign of adoption.

Outage: On 26 Mar 2025 Ed reported that the Salesforce connector had stopped syncing for a couple of hours. Bethan asked to check the logs, and the ticket closed on 6 Apr 2025 with no recorded cause.

Open at the end: The mid-April call was not yet booked, leaving a short window before the May renewal. The merge outcome, the export release date and the cause of the connector outage were all unconfirmed.

Support: the period holds one read, a ticket dated 7 Oct 2024 titled as a how-to on exporting dashboard data. Ed Duckworth wanted to export dashboard data to CSV for external client reports.

Handling: Bethan Lister gave step-by-step instructions (dashboard settings, export button, CSV format) and Ed confirmed it worked. The read flags a 959-minute first response on a low-priority question.

Signal: the read treats Ed as a champion voice and takes the export as a sign the customer is using dashboards and sharing the output with its own clients.

Open at the end: nothing is recorded as open. The read raises no risks and lists no next steps. The period has no calls, emails or news reads, so the evidence does not show sentiment on price, renewal or people beyond this ticket.

Check-in: On 8 Jul 2024 Daniel Okafor spoke with Ed Duckworth, Head of Insight, who described use as steady. Ed declined more users or data sources, saying extra seats would dilute value.

Support: On 9 Jul 2024 Ed reported the CRM connector had stopped syncing overnight. Bethan Lister found expired credentials and advised a refresh, and the ticket was solved within one day.

Support: Also on 9 Jul 2024 Ed reported a second connector had stopped loading data. First response took 312 minutes, and the one-week solve time suggests customer action or engineering escalation.

Support: On 25 Jul 2024 Toby Underwood reported another connector down. Bethan traced it to the customer's firewall rules changed that morning and sent fix steps. The ticket closed on 5 Aug 2024 with no confirmation of recovery.

Open at the end: Recovery of the firewall-related connector is unconfirmed. No credential expiry alert is evident. Daniel's late-year follow-up is the only planned next step, and only one customer contact was on the check-in, so the renewal buyer is not visible.

Support: on 12 Apr 2024 Ed Duckworth asked for alerts for high-value claims. Bethan Lister said the product has no native alerts and offered an export workaround, after a first response of 891 minutes.

Renewal: on 26 Apr 2024 Daniel Okafor asked Ravi Atherton for a call, and Ravi suggested the first week of May. The 2 May 2024 call was positive: brokers use B-Viz most days, Ravi said they are happy with Starter, and Growth at £44k was not taken up.

Commitment: Nell Ashcombe told the customer the Starter rate of £20k is locked in. This goes further than the price book, which moves v1 customers to the v2 list at a first renewal on or after 1 Jul 2026.

Support: on 17 May 2024 Toby reported the date range filter ignoring selected ranges. The first response took 439 minutes and the ticket does not show a resolution.

Order form and billing: Nell sent the order form on 23 May 2024 and Ravi said on 24 May 2024 he would sign that day. On 28 May 2024 she sent INV-011-0003, £23k including VAT, due 27 Jun 2024.

Support: on 24 May 2024 Ed reported duplicate records in search results. Bethan suspected a connector mapping issue and escalated to engineering.

Open at the end: the signed order form, payment of the invoice and the duplicates root cause are not shown.

Support: On 18 Jan 2024 Toby Underwood reported severe slowness and query timeouts. Callie Brennan traced it to peak overnight usage and escalated to engineering for database optimisation, resolved in 6 days.

Support: On 9 Feb 2024 Ed Duckworth reported the helpdesk connector had stalled, with no new tickets for 24 hours. Callie suspected API rate limiting and asked customer IT to check permissions; resolution took 10 days and the read calls it the second connector failure in the account.

People: On 25 Feb 2024 Nell Ashcombe invited Kirsty Rigby to a webinar on Thursday 21 March 2024. The thread shows no reply, so interest is not shown.

Renewal: On 1 Mar 2024 Daniel Okafor gave notice that the contract renews on 31 May 2024. Ravi Atherton, Chief Operating Officer, replied the same day that they were happy and would carry on, with no price or value concern.

Adoption: On 5 Mar 2024 Ed asked how to share dashboards. Bethan Lister pointed him to the share button and he used it immediately, a sign of adoption.

Open at the end: The renewal paperwork was not shown as sent or signed. Connector stability and query performance remained the watch points.

Check-in: On the 27 Oct 2023 call, Ed Duckworth, Head of Insight, said about five team members were active daily on Starter, mainly for renewal prep. He reported smooth running and good data, and said the fifteen users and the connector limit were enough.

Commercial: Ed declined an upgrade and named no new data sources. Daniel Okafor noted that Growth includes the dashboard builder, which could cover the custom report request.

Support: On 14 Dec 2023 Ed asked how to build a dashboard showing top claims by region. Callie Brennan confirmed the feature exists and sent step-by-step instructions, and the ticket read records that resolution took 26 days, likely a customer side delay.

People: The evidence does not show who beyond Ed values the product, so reliance on him is a key-person risk.

Open at the end: Daniel planned to check in with Ed on value around March. No expansion was signalled, and the evidence does not show the renewal date.

Training: on 12 Jul 2023, about two weeks after go-live, Tobias Renwick trained Toby Underwood and Kirsty Rigby on dashboards, chat queries, filters and export. Kirsty said it was really useful but that she was not yet getting the best from the brain.

Promises: Tobias promised a quick-start deck and a check-in session in about a month. The reads do not show either was delivered.

Support: on 17 Jul 2023 Toby asked how to export data for an urgent report. Callie Brennan sent instructions and the ticket was solved the next day.

Incident: on 10 Aug 2023 Ed Duckworth reported that claims and renewals data had not updated since the previous morning. Callie found a source system had failed to respond during the overnight run, and the investigation took four days.

People: Toby is the sole named admin and the main internal supporter, so the team depends on him. Ed raised the freshness complaint as a decision-maker.

Open at the end: the root cause and resolution of the refresh failure are not detailed in the ticket. The evidence does not show the deck, the check-in or the tier Brindlecote holds.

Sales: The 11 Apr 2023 demo was followed by the 21 Apr 2023 proposal call, where Ed Duckworth and Ravi Atherton chose Starter over Growth. Ravi asked whether the annual price was locked in, and Nell Ashcombe said the rate holds on renewal, which is not contract wording.

Negotiation: On 8 May 2023 Nell offered a first-year discount and Zoe Nuttall asked for quarterly invoicing. The spoken figures disagree, so the executed order form decides price and terms.

Signing: On 9 May 2023 Nell confirmed Starter at £26k for implementation and first year. Ravi said on 19 May 2023 that the order form was signed, but the signed copy is not in the record.

Billing: Invoice INV-011-0001 for £6,000 was sent on 22 May 2023, due 21 Jun 2023. Invoice INV-011-0002 for £20k was sent on 1 Jun 2023, due 1 Jul 2023. Payment is not shown.

Onboarding: Kickoff was on 6 Jun 2023, data mapping was agreed on 14 Jun 2023, and the three connectors loaded cleanly on 19 Jun 2023. About two hundred records lacked a broker segment, and training was set for 14:00 before go-live.

Support: Two how-to tickets in mid June were routine. On 27 Jun 2023 the CRM connector stopped syncing after an API key rotation; the credential cause was found within 50 minutes and sync resumed within 2 days.

Open at the end: The executed order form, billing basis, payment status and go-live outcome are not shown.

Discovery: Nell Ashcombe ran the 24 Mar 2023 call with Ed Duckworth, Head of Insight, and Ravi Atherton, Chief Operating Officer. Brindlecote described manual pulls from four or five systems during renewal season, and Ravi named lost renewals as the cost of a missed signal.

Commercial: Nell quoted Starter at £6,000 one-time for implementation, then £20k a year, with go-live four weeks from signing. Ed would not commit to numbers before seeing it run on Brindlecote's own data.

Next steps: In the 27 Mar 2023 email, Nell asked Ed for sample claims and renewals data so BG-Demo can confirm connectors and draft a proposal. Ravi said he was quite interested and expected the sample within a couple of days of 29 Mar 2023.

Gate: Ravi said he would review contract and pricing with finance before signing. The price is not yet accepted.

Open at the end: The evidence does not show whether the sample was sent, the demo held, a proposal issued or an order form signed. Ravi, who asked about cost and timing, looks like the signing voice.