Quaystead Marine Services

Support: On 20 Apr 2026 Luke asked how to filter dashboard results by date, and Olivia Grant explained the Filters button; it was solved after 10 days. On 21 Apr 2026 he reported duplicate job tickets from the CRM sync.

Data quality: Olivia and Arjun traced the duplicates to a connector restart and cleaned the data on 23 Apr 2026. Luke confirmed resolution, and the read calls the response healthy.

Connector: On 22 Apr 2026 Olivia diagnosed a Zendesk connector pulling the same field twice and booked a call for 17:00 the same day. The thread does not show whether the fix held.

People: On 18 May 2026 Alice Brewer sent Luke a webinar invitation for 21 May 2026, with no reply. On 19 May 2026 Emma asked how to restrict a team member's access to contracts data after a department move; it was solved after 8 days.

Renewal: On 3 Jun 2026 Marcus Bell held the six-monthly check-in with Luke. Luke said "Same terms would be fine for us"; about three active users a day, slightly down from three point one, and no tickets in the last month.

Open at the end: Price was not discussed, so the call does not show Luke knows a v2 list move may apply. Marcus will follow up in October. No new pages are planned, and usage rests on three or four people.

Check-in: On 2 Feb 2026 Marcus Bell held a routine check-in with Luke Oakes, Head of Data, who said "It does what we need." Marcus described usage as steady at about three queries a week, mostly contract lookups and job searches.

Renewal: Marcus mentioned that a renewal notice had been sent, but Luke did not engage with it. The renewal date given on this call differs from a later call, so the contract date needs checking.

Risks from the check-in: Luke called himself the main user, so usage rests on one person. He also raised slowness on large job lists, which was unresolved and to be passed to engineering.

Events: Alice Brewer invited Emma Haworth to a London roundtable on 24 Feb 2026 (thread dated 30 Jan 2026) and to a webinar on 19 Feb 2026 at 14:00 GMT (thread dated 5 Feb 2026). On 15 Feb 2026 she invited Ian Fairclough, Client Services Manager, to the same roundtable. None of the three received a reply, so interest is not shown.

Support: On 10 Mar 2026 a ticket reported that the CRM connector had stopped loading new records, while historical data stayed available. Bethan Lister suggested a manual refresh, which failed, and then escalated to the platform team after identifying an API timeout.

Open at the end: The CRM connector fix had not been confirmed with Emma, and CRM data stayed stale until the connector restarted. The slow job list feedback and the renewal date check were also still open.

Renewal opened: Marcus Bell contacted Asif Nuttall on 2 Oct 2025 about the Starter contract ending 31 Dec 2025. Asif was receptive and asked for November dates, raising no price or value concern.

Marketing: a second invitation to the London revenue leaders roundtable on 25 Nov 2025 went to Emma Haworth on 1 Nov 2025. The thread shows no reply.

Renewal call: on 24 Nov 2025 Tom Ashdown and Marcus proposed rolling Starter forward unchanged. Asif said they were happy, and Luke Oakes called it solid. Elliot Lomax, Financial Controller, asked whether pricing is the same and was told the current figure is £20k. He declined an upgrade for now.

Value: only about three of 15 licensed users are active, so the value case is thin.

Order form: Tom sent the renewal order form on 11 Dec 2025, same terms, one year at £20k. Asif replied within minutes that finance would sign and return it by end of week.

Support: on 12 Dec 2025 the email connector stopped syncing after the customer rotated its email credentials. Bethan Lister guided Emma to update the credentials, and the read lists confirming that sync was restored as a next step.

Billing: Rachel Dunmore sent invoice INV-017-0003 to Elliot on 18 Dec 2025, £20k net and £23k total due, payable by 17 Jan 2026. There was no reply.

Open at the end: the signed order form, payment of the invoice and restored email sync are all unconfirmed in the reads.

Support: on 4 Jul 2025 Luke Oakes asked whether dashboard data can be exported as CSV or Excel. Olivia Grant confirmed multiple formats and Luke succeeded, which suggests dashboards feed Quaystead's reporting.

Support: on 23 Jul 2025 Emma Haworth asked how to set up a read-only role for a new hire. Bethan explained the admin, editor and viewer roles, and Emma could add the user herself in the Users section.

Outreach: on 28 Aug 2025 Alice Brewer invited Asif Nuttall to the 18 Sep 2025 webinar. On 1 Sep 2025 she invited Emma to the London revenue leaders roundtable on 23 Sep 2025.

Sentiment: neither invitation drew a reply, so attendance and interest are not shown. The tickets are routine and neutral.

Open at the end: nothing was open. The reads suggest a new hire and self-service adoption, so user count is worth tracking for upgrade signals. The reads show no call, renewal or pricing discussion in the period.

Search: On 28 Apr 2025 Luke Oakes asked how to search across CRM and email records. Bethan Lister explained the search box can include several data sources, and the ticket was resolved the same day.

Dashboards: On 17 Jun 2025 Luke asked how to build a dashboard for job tickets and contract values. Olivia Grant pointed him to the Starter templates, and he had built one by 18 Jun 2025.

Users: On 26 Jun 2025 Ian Fairclough, Client Services Manager, asked how to add a colleague so they could view the team's dashboards. Bethan confirmed admins can add users in Settings and noted the 15-user soft limit on Starter, and the user was onboarded within one day.

Support follow-up: The email thread is dated 27 Jun 2025. It records Ian confirming on 2 Jul 2025 that Bethan's fix was working perfectly. The read does not show what the original issue was.

Open at the end: Nothing was outstanding from the customer. The user count is rising, and the read suggests preparing a Growth proposal as Quaystead nears 15 users. No price, renewal or competitor conversation appears in the period.

Billing: On 2 Jan 2025 Rachel Dunmore sent Elliot Lomax invoice INV-017-0002 for the Starter subscription, 15 licensed users, net £20k, due 1 Feb 2025. Payment is not shown in the reads.

Kickoff: The 3 Jan 2025 call set the four-week Starter implementation with Luke Oakes and Emma Haworth, starting with contracts, jobs and CRM. Credentials were the blocker, and no budget holder attended.

Onboarding: Callie Brennan took Emma through credentials on 10 Jan 2025, and the connectors went live on 17 Jan 2025. By 30 Jan 2025 both were green, and a few people had tried search.

Renewal: On 30 Jan 2025 Callie gave the contract end as 31 Dec 2025 and said the CSM reaches out ninety days before. Luke asked about renewal and more users, and Emma raised an HR system as a third source.

Support: On 31 Jan 2025 Luke asked how to link contracts to job tickets. Bethan Lister said Salesforce needs a contract reference field, and setup began on 4 Feb 2025.

Training: The 13 Feb 2025 session ran 85 minutes for Emma and Ian Fairclough, both positive. A third colleague missed it, and Emma is the only admin.

Open at the end: Nobody has confirmed the Salesforce field was added. The 6 Jan 2025 email asking for credentials and field mapping drew no reply, and users are already at the Starter figure of fifteen.

Proposal: Tom Ashdown said on 16 Oct 2024 that he would send a proposal, and Luke Oakes said on 18 Oct 2024 that he would review it. The 23 Oct 2024 call walked Luke and Asif Nuttall through Starter at £26k for the first year, valid through 13 Dec 2024.

Acceptance: Asif replied on 25 Oct 2024 that the proposal looked good and asked for the next step. Luke Oakes did not reply on that thread.

Negotiation: on 21 Nov 2024 Elliot Lomax called £26k workable but asked for six weeks instead of four. Owen Tallis offered a January start with billing from the live date, and the customer agreed.

Signing: Tom sent the order form on 11 Dec 2024. Asif returned it signed on 16 Dec 2024 with no changes and said the company was ready to go.

Billing: on 16 Dec 2024 Rachel Dunmore sent Elliot invoice INV-017-0001 for the implementation, net £6,000, due 15 Jan 2025, and asked for the PO number.

Open at the end: the terms of the signed order form are not shown in the threads, so connector commitments cannot be checked. The PO number request was unanswered, payment is not shown, and the January kickoff had not yet happened. An unnamed second approver was mentioned on 23 Oct 2024.

Discovery: On 3 Sep 2024 Tom Ashdown ran discovery with Luke Oakes and Asif Nuttall, the managing director. Contract terms and job tickets sit in two in-house systems that staff join by hand daily, and errors creep in.

Price: On the 3 Sep 2024 call Tom indicated Starter at around £26k all-in for year one. Asif called this only useful context, so the price was untested.

Demo: On 26 Sep 2024 Hannah Lowe demoed chat, search and dashboards on sample data to Luke, Emma Haworth and Ian Fairclough. Emma pressed on same-day freshness and permissions, and Ian asked what happens if a refresh fails.

Price: Tom quoted Starter at £20k a year with 15 licensed users, plus £6,000 implementation over about four weeks. Luke said the timeline suits them.

Open at the end: A proposal was promised and had not yet been sent. Hannah's answer of a fix within four business hours may set a stronger expectation than the Starter first-response commitment. Role-based access sits in higher tiers, so Emma's permissions question is a possible upgrade lever. The evidence does not show who signs.