Vantrell Software

Renewal notice: Daniel Okafor sent Asif Jagger, the Chief Financial Officer, a 90-day renewal notice on 1 Apr 2026, praising use of the brain to triangulate support tickets against product usage. The thread shows no reply.

Price conversation: on the 21 May 2026 call Daniel and Tom Ashdown took Asif through the move from £20k to £22k from 1 Jul 2026. Asif said support had reported no problems, put the increase at about 12 or 13 percent and raised no objection, saying he would run it past finance.

Order form: Tom sent the renewal order form on 4 Jun 2026. Asif replied the next day that he would sign and return it by end of week, with no pushback on terms.

Invoice: on 17 Jun 2026 Rachel Dunmore sent invoice INV-015-0004 to Bryony Gilchrist, Accounts Payable Manager, for £22k net (£26k gross), covering 1 Jul 2026 to 30 Jun 2027, due 17 Jul 2026. She asked for a PO number.

Open at the end: no signed order form is on file, the PO request is unanswered, and the call raised no upsell, though Asif invited a separate conversation on anything else.

Data freshness: On 7 Jan 2026 Jess Dobson reported contact records in the brain with names and emails differing from the CRM, although the customer had updated them months earlier. Olivia traced it to cached connector credentials blocking CRM refresh.

Resolution: A credential refresh and full re-sync was needed, and the ticket was solved after 16 days. The first response took 895 minutes, which the read calls slow.

Dashboards: On 3 Feb 2026 Jess reported that clicking Save after a dashboard edit gave no response and no error message, across several attempts. Bethan found no save request reaching the backend and asked for tests in different browsers.

Support speed: The first response on the dashboard ticket took 635 minutes, which the read also calls slow for a feature-blocking issue.

Open at the end: The evidence does not show whether the re-sync was verified, or whether the browser tests found a cause or the dashboard ticket was closed. The reads flag months-old data and silent failures as risks to confidence and to dashboard adoption.

Check-in: On 3 Apr 2025 Hugh Firth, Head of Data, said the brain is part of the support team's workflow. Daniel Okafor noted 15 users against about four active, and a bonus connector in reserve.

Renewal scheduling: Daniel opened renewal talks on 1 Apr 2025 for the 30 June 2025 contract end. On 19 May 2025 Asif Jagger, the CFO, pushed the call back a week.

Renewal call: The 23 May 2025 call with Hugh, Asif and Bryony Gilchrist set a form close date of 17 Jun 2025. Tom Ashdown mentioned both v2 pricing at £22k and an invoice of £20k, and the call does not make clear which the form carries.

Support: Hugh reported searches over a year of tickets taking 30 seconds or more on 14 May 2025, and the ticket closed on 19 May 2025 with the cause unconfirmed. Dan Dyson reported a slow sales dashboard on 20 May 2025, and Jess Dobson reported duplicate search results on 18 Jun 2025, traced to a join issue in the query layer.

Order form and invoice: Tom sent the renewal order form on 13 Jun 2025 and Asif said he would sign that day. Rachel Dunmore sent invoice INV-015-0003 for £20k on 17 Jun 2025, due 17 Jul 2025, and asked for the PO number.

Open at the end: Signature is not confirmed in the thread, the PO number was outstanding, and the sales team and roadmap data expansions had no commitment. Usage depends heavily on one frequent querier.

Period: this digest rests on one read, a ticket dated 29 Jan 2025. No calls, email threads or news items fall in the quarter.

Request: Hugh Firth of Vantrell Software asked for a feature that notifies the team if data refresh fails or runs late. Bethan logged it as a feature request for the product team and committed to follow up on progress.

Context: the read says Vantrell finds stale data only when a user raises a ticket, and that the request came after three freshness incidents. It reads Hugh as signalling that the lack of visibility compounds the impact of each failure, and it marks him as a decision-maker.

Suggested moves in the read: escalate to the product team for roadmap prioritisation, consider offering Premium support with email on failed refresh, and include the request in roadmap communication to Hugh. It sees a possible Growth or Enterprise add-on and rates urgency as low.

Open at the end: the feature request was still with the product team. The read does not show an outcome, a roadmap date or any reply to Hugh.

Training: On 28 Oct 2024 Jess Dobson asked how to filter support tickets by created date. Bethan explained the quick date picker in search and the Advanced query builder; the read treats it as routine learning of the interface.

Adoption: On 21 Nov 2024 Hugh Firth, a Head of Data, asked how to export query results to a spreadsheet for a monthly review. Bethan covered query results and dashboard cards, and the read counts this as healthy adoption by a decision-maker.

Support: On 12 Dec 2024 Jess reported that the helpdesk connector had stopped pulling new data several days earlier, leaving approximately 20 new tickets out of the brain. Bethan restarted the connector and set an expectation of completion within an hour.

Watch: The 12 Dec 2024 read calls this the third data freshness incident for Vantrell, from a different connector than the previous two. It flags a possible systemic connector or configuration issue and the risk to the customer's trust.

Open at the end: The read lists root-cause analysis across all three incidents, a check on whether the issue is Vantrell-specific or BG-Demo-wide, and preventive monitoring or alerts. It also suggests Premium support could offer early warning. The evidence does not show whether any of this was done.

Kickoff: On 4 Jul 2024 Callie Brennan set a four-week plan with Hugh Firth and Jess Dobson. One bonus connector was confirmed, giving five instead of four. Hugh asked whether data would be accurate in week four.

Onboarding: Zendesk was configured and clean on 11 Jul 2024, but Jess was unsure customer IDs match the usage system. By 24 Jul 2024 the test refresh was clean and go-live was set. On 1 Aug 2024 Salesforce credentials were still waiting on the customer's IT team.

Adoption: On 12 Aug 2024 Dan Dyson's sales team was trained and reacted warmly. A dashboard builder session was promised. On 23 Jul 2024 Dan asked for transcript export, which is on the roadmap but undated.

Payment: The £20k plus VAT subscription invoice INV-015-0002 was issued on 1 Jul 2024, due 31 Jul 2024. Nell Ashcombe chased the £6,000 implementation fee on 31 Jul 2024 and the subscription on 7 Aug 2024. On 14 Aug 2024 Bryony Gilchrist apologised, citing an invoice description query, and promised payment next day.

Support: Dan reported call data not refreshing on 13 Sep 2024, a connector sync issue solved 25 Sep 2024. On 30 Sep 2024 he reported the brain had not refreshed since Friday.

Open at the end: The second freshness ticket was unresolved. The evidence does not show payment was made, or the dashboard session held.

Discovery: On 15 Apr 2024 Hugh Firth, Head of Data, agreed to an intro call. On 22 Apr 2024 he and CFO Asif Jagger described working across Zendesk tickets and Snowflake usage data, and Tom Ashdown quoted Starter at £6,000 implementation plus £20k a year.

Demo: On 8 May 2024 Hannah Lowe demoed on sample data to Hugh, Jess Dobson and Dan Dyson. Dan asked about sales use and Jess about a finance system, both pointing beyond one team.

Proposal: On 20 May 2024 Hugh accepted the Starter proposal and expected payback within six months. Tom told him renewal would be at the full list price of £20k.

Negotiation: On 10 Jun 2024 Asif challenged the £6,000 fee. BG-Demo held it and Owen Tallis offered two years at seventeen five per year, with an extra connector in year two.

Order form: On 12 Jun 2024 Tom quoted £26k for the year including implementation, and Asif replied "Fine by us" and asked about payment terms. On 19 Jun 2024 the order form went to Asif, who promised a signed copy by end of the next day.

Implementation: On 24 Jun 2024 invoice INV-015-0001 for £6,000 plus VAT was sent, due 24 Jul 2024. A kickoff call was booked for 2 Jul 2024 at 14:00.

Open at the end: The executed order form is not shown, nor is payment of the invoice. The year two connector must appear in the signed paper, and the connectors chosen are not shown.