Wrenfield Property Management

Onboarding: On 13 Apr 2026 Laura Penhaligon trained Gemma Varley on search, chat and the dashboard builder, a week after go-live. Gemma's pain is complaint handling across three systems, and she left saying she had the hang of it.

Commercial: Laura told Gemma there are fifteen users and that this can grow. Only one customer user was on the call, so wider adoption is unproven.

Support: On 13 May 2026 a ticket from Toby asked for a filter showing only open resident tickets on the dashboard. Olivia acknowledged it and said she would raise it with the product team, which shows the customer is using dashboards.

Event: On 24 May 2026 Alice Brewer invited Chris Jagger and Hugh to the Customer Day in London on 11 Jun 2026. The thread holds no reply, and the evidence does not show who attended.

Open at the end: Customer success was to check in with Gemma a couple of weeks after the call, and the evidence does not show whether it happened. It is also open who at Wrenfield reviews dashboards and sets the overdue definition. The product team's answer on the filter request and Customer Day attendance are not shown.

Proposal: On 6 Jan 2026 Tom Ashdown presented a Starter proposal at £22k a year plus £6,000 implementation. Chris Jagger asked about payment flexibility and cancellation, then took it away to read.

Negotiation: On 27 Jan 2026 Owen Tallis agreed a first-year subscription discount, kept implementation at £6,000 and agreed six weeks from signature. The discount size is not stated, and it ends at renewal.

Order form: Tom sent the Starter order form on 11 Feb 2026, quoting £28k for implementation and the first year. Chris replied on 16 Feb 2026 that he would sign by end of week.

Billing: Invoice INV-021-0001 (£6,000 plus £1,200 VAT, due 18 Mar 2026) went out on 16 Feb 2026 with a PO request. Invoice INV-021-0002 (£22k plus £4,400 VAT, due 1 Apr 2026) followed on 2 Mar 2026; no reply or payment is shown for either.

Onboarding: Kickoff on 4 Mar 2026 set a four-week plan, and Hugh Fenton was keen. By 26 Mar 2026 tickets, invoices and calls were signed off, with the CRM last and a go-live at the beginning of June if on track.

People: Toby Cowell carries most validation. He deferred setup on 12 Mar 2026, and Laura Penhaligon moved the setup call on 25 Mar 2026.

Open at the end: No signed order form is shown. A further kickoff on 31 Mar 2026 gave a six-week plan, and the reason for the change is not shown. Marketing webinar invitations drew no replies.

Outreach: On 2 Oct 2025 Alice Brewer invited Hugh Fenton to a webinar on 16 Oct 2025. The thread holds no reply, so his interest is not shown.

Discovery: On 2 Dec 2025 Tom Ashdown asked Hugh for a 30-minute discovery call, with no reply in the thread. The discovery call took place on 4 Dec 2025 with Hugh and Chris Jagger, Finance Director.

Need: They described resident tickets, service charges and freeholder contacts split across three systems, costing half an hour per complaint. A live demo on their data was agreed, and Tom was to send a systems questionnaire.

Demo: On 18 Dec 2025 Hannah Lowe showed search, chat and pages to Hugh, Toby Cowell and Gemma Varley. She pitched Starter with four connectors, live within twenty-eight days, and no price was quoted.

Follow-up: Hugh asked about call recorder data and said the demo looked really useful. Toby said tracking a complaint through to legal notice is a manual headache, and he is waiting for Hannah's promised thoughts.

Proposal: On 30 Dec 2025 Tom asked to walk Hugh through a proposal, and Hugh offered a Monday slot at 14:00.

Open at the end: The evidence does not show Tom confirming the slot or Hannah's follow-up being sent. It also does not show who holds budget or would sign an order form.