Corriemoor Foods

Scheduling: On 23 Apr 2025 Daniel Okafor asked Elliot Allott, Chief Operating Officer, for a check-in call and Elliot agreed. On 2 May 2025 Daniel opened the renewal conversation for the 31 Jul 2025 renewal, and Elliot said mid-May was likely.

Check-in: On the 30 Apr 2025 call Elliot said Corriemoor was happy as it was and would renew at the same level, with no issues raised. He noted some account managers use the brain more than others.

Engagement: On 8 May 2025 Sofia Marchetti invited Neil Entwistle, a data analyst, to a webinar on 15 May 2025. The thread shows no reply, so attendance is not shown.

Renewal call: On 19 Jun 2025 Elliot and Sam Yates said they were reviewing their software stack. Elliot said adoption never spread beyond about three people and early sync issues knocked confidence.

Price: Sam put the Starter fee at nineteen and a half thousand a year and said it was hard to justify. Nell Ashcombe said discounts are for new deals and renewals pay list.

Open at the end: BG-Demo agreed a connector check, a data refresh and a training session before the renewal decision. Nobody has confirmed the sync issues were fixed, and the renewal is at real risk if the refresh shows no clear value.

Period: this digest rests on one read, the 8 Jan 2025 check-in call with Corriemoor Foods. Nothing else from the quarter is held.

People: Sarah Hollis, Operations Director, said only one or two people still touched the brain. She tied this to Priti, a regular user, moving into sales just before Christmas.

Customer view: Sarah thinks the replacement has not been trained properly, and Neil only showed them a bit. She agreed a walkthrough would help and showed no dissatisfaction with the product itself.

Commitments: Daniel Okafor proposed a training session and a check-in about a month later. Sarah is to tell Daniel once the new person has been trained.

Open at the end: no training date was set, and it depends on Sarah coming back to Daniel. The evidence does not show the tier, the contract terms or a renewal date, so the effect on the subscription is a risk, not a measured outcome.

Events: Sofia Marchetti invited Sam Yates (9 Oct 2024), Sarah Hollis (10 Nov 2024) and Neil Entwistle (21 Nov 2024) to webinars and a roundtable. None replied, so interest is not shown.

Support: on 5 Nov 2024 Neil reported duplicate records after a refresh. Bethan Lister found the refresh had run twice when the customer updated its call recorder system, and removed the duplicates. First response took 540 minutes.

Incident: on 25 Nov 2024 a data refresh failed and records showed incorrect values. Bethan responded in 18 minutes, cleared the cache, re-ran the refresh and resolved it within 9 hours. The root cause is not documented.

Connector: on 26 Nov 2024 Neil reported Salesforce records missing for the last few weeks. Bethan found a sync issue on BG-Demo's side and fixed it. Neil confirmed on 4 Dec 2024 that everything was coming through and thanked her.

Growth: on 27 Dec 2024 the customer asked for accounts for two new team members. Bethan responded in 219 minutes, and the request was solved by 10 Jan 2025.

Open at the end: the cause of the 25 Nov 2024 refresh failure is unrecorded. The three event invitations had no response.

Renewal: On 1 Jul 2024 Daniel Okafor and Nell Ashcombe told Elliot Allott and Sam Yates that the Starter renewal stays at £20k for twelve months, annual in advance. Both accepted it, and Daniel raised a higher tier or more users and connectors without pushing.

Support: On 12 Jul 2024 Sarah urgently asked for access for a new hire, and Bethan Lister committed to same-day setup. On 25 Jul 2024 the customer asked for PDF export to share reports with partners, and Bethan passed it to the product team.

Renewal order form: On 23 Jul 2024 Nell sent the order form at £20k, and Elliot said he would sign it that day and return it the next day.

Billing: On 25 Jul 2024 Nell sent invoice INV-012-0003 to Sam at £23k gross, due 24 Aug 2024. The thread gives no customer reply and does not explain the difference from £20k.

Support: On 22 Aug 2024 Priti Marsden reported that several users could not log in. Bethan found BG-Demo systems running normally and asked for the affected users and error details.

Engagement: On 26 Sep 2024 Sofia Marchetti invited Elliot to a customer webinar on 17 Oct 2024. There was no reply.

Open at the end: The signed order form is not shown. The invoice gap is unexplained. The login cause and resolution are not shown. The PDF export decision and the webinar attendance are unconfirmed.

Support: On 18 Apr 2024 a ticket asked for a user licence for a new sales team member. On 2 May 2024 Sarah Hollis asked for a departed colleague's access to be removed.

Renewal: On 2 May 2024 Daniel opened the renewal conversation with Elliot Allott, noting the contract runs through 31 Jul 2024, and promised options by the end of May. Elliot did not reply in that thread.

People: On 8 May 2024 Daniel asked Sarah for a pre-renewal catch-up. She agreed within two days and proposed Friday at 10:00, raising no concern.

Adoption: On 13 May 2024 Sarah said three or four people use the brain regularly, against 15 seats. Someone said the data felt a bit old, and she called it a comment, not a blocker.

Support: On 21 May 2024 the CRM connector ran but pulled zero records, leaving the brain stale. Bethan asked Neil to check for CRM changes such as permissions or field renames; the reads do not show the cause or a fix.

People: On 10 Jun 2024 Nell Ashcombe invited Elliot to the 13 Jun 2024 Customer Day in London. No reply is shown.

Open at the end: On 24 Jun 2024 Elliot agreed to meet in early July about the renewal. The reads do not show the meeting, the options sent, the tier, the price or the connector fix.

Adoption: On 2 Jan 2024 Sarah Hollis told Daniel Okafor that only a couple of people use the brain regularly and most account managers still switch between systems. She said the data is clean and the search is fast, and blamed habit and visibility.

Commitment: Daniel agreed to arrange a one-hour all-hands training session and promised dates within a week. The evidence does not show whether the dates were sent.

Feature request: On 16 Feb 2024 Neil asked for scheduled reports to automate metric summaries. Callie said the feature is on the roadmap but not yet supported, and offered a saved-queries workaround. The read sees no urgency or account risk.

Data quality: On 1 Mar 2024 Priti reported organisation names in the brain not matching the CRM. Callie traced it to a field mapping issue from onboarding and proposed a standardisation rule on the connector before the next refresh.

Open at the end: The training dates are unconfirmed. The customer still had to confirm its authoritative company name field before BG-Demo could add the rule. Scheduled reports remained a roadmap item. Low routine use is a value risk ahead of renewal.

Marketing: On 5 Nov 2023 Nell Ashcombe invited Neil Entwistle to a free BG-Demo webinar on 16 Nov 2023. The thread holds no reply, so interest is not shown.

Support: On 6 Dec 2023 Priti raised duplicate client records from initial setup. Callie put it down to a unique key mapping mismatch in early refresh cycles and called the fix straightforward.

People: On 21 Dec 2023 Daniel Okafor asked Sarah Hollis for a one-to-one check-in, noting usage shows the tool is landing. Sarah was receptive and proposed the second week of January.

Open at the end: Sarah owes times for the January meeting. The reads do not show the meeting being held, what was discussed, or whether the duplicate-records fix was confirmed.

The check-in could surface adoption feedback and value evidence ahead of the renewal.

Contract: Nell Ashcombe sent the order form on 12 Jul 2023 and Elliot Allott, Chief Operating Officer, returned it signed two hours later with no changes. The thread does not show the terms, so the executed copy is the record for price and commitments.

Billing: On 17 Jul 2023 Nell sent Sam Yates invoice INV-012-0001 for the implementation, £6,000 net plus £1,200 VAT, due 16 Aug 2023. On 1 Aug 2023 she sent INV-012-0002, £18k net plus £3,510 VAT, due 31 Aug 2023. Neither thread has a customer reply, so payment is not shown.

Kickoff: Sarah Hollis, Operations Director, accepted the kickoff slot on 31 Jul 2023. On the 7 Aug 2023 call Callie Brennan set out a four-week plan and Sarah asked if go-live in four weeks was realistic. Neil Entwistle, Data Analyst, took the credentials and Snowflake connection.

Setup: Neil sent the call recorder API key on 9 Aug 2023. On the 29 Aug 2023 call he accepted the nightly 07:00 refresh as fine. On 18 Aug 2023 Callie provisioned all 15 Starter users and Neil confirmed they could log in.

Training: On the 18 Sep 2023 call Priti Marsden found call history useful for her account managers. She asked to build her own page, which is Growth tier only, and said she would think about it.

Open at the end: Payment of both invoices is unconfirmed. Neil is the only technical contact, and the Growth upgrade question is unanswered.

Discovery: on 16 May 2023 Sarah Hollis and Elliot Allott described account managers losing time across Salesforce, Xero and email. Nell Ashcombe pitched Starter and no price was quoted.

Demo: on 31 May 2023 Nell and Tobias Renwick showed the brain on Corriemoor's own data to Sarah and Priti Marsden. Nell quoted Starter at £20k a year plus £6,000 implementation and named Growth at £44k as the upgrade path, and Priti asked whether fifteen users would be enough.

Proposal: a thread on 13 Jun 2023 set up the walkthrough, and on 15 Jun 2023 Sarah and Elliot accepted the scope. Elliot asked whether four weeks was firm, and Nell called it a commitment and said an order form and MSA would follow that day. The quoted first-year amount carries fifteen per cent off list for the first term, ending at renewal.

Finance: on 27 Jun 2023 Elliot said he would speak to the finance director about the drafted terms.

Negotiation: on 30 Jun 2023 Sam Yates, the financial controller, asked for implementation to be billed on signing and the first year at contract start, and Nell agreed. Elliot suggested 20% off, and Nell called that the top end of her range and promised a revised proposal by end of the next day.

Open at the end: the reads do not show that the revised proposal was sent, or that an order form was signed. Who holds budget is also not shown.