Copperlane Payroll

Support: on 10 Apr 2026 a customer asked to export payroll and invoice reports for month-end reconciliation. Support logged a feature request and suggested screenshots as a workaround, with a first response of 273 minutes.

Renewal: on the 24 Apr 2026 call, Copperlane reported real value and growing use, and wanted the same 15 users on Starter. Priya Raman proposed £20k a year and was to confirm the price with Owen Tallis.

Order form: on 14 May 2026 Priya sent Mark Brearley the order form at 15 users and £20k. He replied within 12 minutes that it looked good and he would sign the next morning.

Billing: on 18 May 2026 Rachel Dunmore issued invoice INV-022-0003 (£20k net, £23k total, due 17 Jun 2026). On 24 Jun 2026 she chased it as overdue and asked for payment or an explanation.

Outreach: invitations to the 26 May 2026 roundtable (sent 3 May 2026) and the 11 Jun 2026 Customer Day (sent 29 May 2026) drew no reply.

Open at the end: no executed order form is shown, and the overdue invoice has no reply or reason. Nothing in the reads suggests a value complaint.

Support: On 28 Jan 2026 Wayne Entwistle queried a January invoice line, and Bethan Lister asked for the invoice number. First response was 130 minutes, within the 4-hour SLA.

Support: On 27 Feb 2026 Ian Brearley asked for a spreadsheet export of query results. Bethan said it is on the roadmap with no timeline.

Renewal: On 2 Mar 2026 Daniel Okafor gave renewal notice: 15 users, renewal on 31 May 2026, annual fee £20k. Chief Executive Mark Brearley replied on 4 Mar 2026 that they want to go ahead and will contact Priya Raman, but did not answer how the team finds the brain.

Customer view: On 16 Mar 2026 Rebecca told Daniel she is really happy, with about four people asking questions most days. She trusts the data as current, but an 08:00 question missed overnight activity and she wants everything by 07:00. She also got lost in the dashboard builder.

Commercial: Daniel offered more seats or connectors. Rebecca said they are fine for now.

Support: On 30 Mar 2026 Ian reported that invoices created the previous week were not visible. Bethan asked about system changes such as new invoice formats.

Open at the end: The renewal is not shown as signed. Daniel owes an answer on the 07:00 refresh gap and a dashboard guide. The invoice visibility ticket has no resolution shown, and it may link to the refresh question.

Outreach: On 7 Nov 2025 Daniel Okafor emailed Rebecca Nuttall asking for a check-in call the following week. The thread shows no customer reply.

Check-in: The 12 Nov 2025 call went ahead. Rebecca, Head of Operations, said the brain is used at least weekly and has delivered what Copperlane hoped for, calling the connectors going live the turning point.

Usage: About four to five people are active against 15 licences, and search is the most used feature. Wayne Entwistle uses it to prepare for client calls.

Commercial: Daniel restated the Starter subscription at £20k a year and a renewal date of 1 Jun 2026. Rebecca mentioned more connectors only as a possibility if the team grows. The call does not show who signs the renewal.

Support: On 8 Dec 2025 Wayne asked how to view payroll runs by client for the last quarter. Bethan Lister offered search or a custom page; first response took 310 minutes and the ticket was resolved in 11 days.

Open at the end: Daniel is to open the renewal conversation in the new year. Which approach Wayne chose on the ticket is unconfirmed, and use is concentrated in a small group.

Onboarding: On the 9 Jul 2025 call, five weeks into a four-week implementation, only the Salesforce connector was live. Ian Brearley said the delay was on Copperlane's side, and Rebecca Nuttall tied it to a busy payroll quarter.

Training: On 14 Jul 2025 Hamza Akhtar trained Ian and Wayne Entwistle on live Salesforce data. Wayne said it would save him time before client calls; Ian asked about data freshness.

Billing: On 9 Jul 2025 Rachel Dunmore chased the implementation invoice INV-022-0001 (£6,000 net) and the subscription invoice INV-022-0002 (£20k net) as overdue. Neither thread has a customer reply.

Billing, continued: On 23 Jul 2025 Dan Kitching apologised, said he missed INV-022-0002 in a holiday week and promised payment by end of week. He raised no dispute about the amount or the service.

Billing, continued: On 4 Aug 2025 Rachel reminded Dan that INV-022-0001 was outstanding at £7,200 total. There is no reply.

Open at the end: The invoicing, helpdesk and HR connectors were still outstanding, with Hamza aiming for end of July depending on access. The evidence does not show either invoice being paid.

Sales: The 7 Apr 2025 demo ran on Copperlane's own data, and Priya Raman quoted Starter at £26k for the first year. On 22 Apr 2025 Mark Brearley, Chief Executive, said he was convinced about the value.

Terms: On 1 May 2025 Owen Tallis closed the negotiation, and renewal was quoted at the Starter list price of £20k with ninety days' notice. Dan Kitching noted that year two falls to list.

Order form: Priya sent the Starter order form on 14 May 2025 quoting £26k. Mark said it would go to finance, and no signed copy is shown.

Billing: Invoice INV-022-0001 (implementation, £6,000 net) was issued on 19 May 2025, due 18 Jun 2025. Invoice INV-022-0002 (subscription, £20k net) was issued on 2 Jun 2025, due 2 Jul 2025.

Onboarding: The 5 Jun 2025 kickoff confirmed four connectors, 15 users and Ian Brearley as the only admin contact. Ian was slow to reply on scheduling, and the 12 Jun 2025 call started the Salesforce setup.

Adoption: On 20 Jun 2025 the Salesforce connector was live but unused, with late payroll runs given as the reason.

Open at the end: On 25 Jun 2025 Rachel Dunmore chased INV-022-0001 with no reply shown. Training was still loosely planned and the order form remained unsigned in the record.

This period holds one read, the 20 Mar 2025 discovery call between Priya Raman and Rebecca Nuttall, head of operations at a payroll bureau.

Situation: Copperlane's data sits in an accounting system, a helpdesk and spreadsheets, with no single client view and a manual process Rebecca called clunky.

Customer view: Rebecca said it would save time but that whether it is worth paying for is not clear yet. She wants to see it work first.

Commercial: Priya suggested Starter, with 15 users and four connectors. Rebecca expects six or seven regular users and agreed it was probably right.

Open at the end: Rebecca does not think Copperlane has Snowflake, which B-Viz needs, and will check with her IT person. Priya is to arrange a demo on Copperlane's own data within a couple of weeks and involve Hannah, then discuss cost after the demo. The evidence does not show whether any of this happened before the period ended.