Maelbeek Assurances

Performance: On 13 Apr 2026 Thomas reported severe slowness affecting all 15 users. Olivia found large analytical queries in Thomas's account hitting the indexed data heavily; the cause was customer-side, not the BG-Demo platform. The ticket was solved by 16 Apr 2026.

Search: On 21 Apr 2026 Lucas Goossens reported incomplete search results for records confirmed to be in the system, after cache clearing and several search terms. First response took 153 minutes; Olivia Grant asked for a specific record and linked it to the earlier performance issue. The ticket was resolved on 5 May 2026.

Export: On 29 May 2026 Thomas Janssens found that CSV exports showed blank columns for fields visible in the interface, blocking the finance system integration. First response took 128 minutes; Bethan Lister asked which fields were affected. Resolved on 9 Jun 2026.

Connector: On 16 Jun 2026 Arnaud Janssens reported that the Xero connector showed as connected but had loaded no new data for over 24 hours. First response took 796 minutes, and the ticket was resolved on 2 Jul 2026.

Open at the end: the Xero ticket was unresolved at 30 Jun 2026. The reads do not show the root cause of the search or export faults, nor how the customer felt beyond the complaints.

Order form: On 14 Jan 2026 Lewis Kerr sent an order form at £28k for year one. Elise Claes, Chief Executive, liked it but needed legal sign-off, and no executed copy appears in the reads.

Billing: On 19 Jan 2026 Rachel Dunmore sent invoice INV-028-0001 for the implementation, £6,000 net, due 18 Feb 2026, and asked for a PO number. On 2 Feb 2026 she sent INV-028-0002 for the Starter subscription, £22k net, due 4 Mar 2026, co-termed to 31 Jan 2027. Neither thread shows a customer reply or payment.

Kickoff: The 6 Feb 2026 call opened the Starter implementation. Marcus Bell quoted £22k a year and promised quarterly business reviews, more than Starter normally carries. The first-year discount discussed in December was not mentioned.

Onboarding: Snowflake access was done by 13 Feb 2026, while Salesforce and Zendesk access awaited team lead approval. On 2 Mar 2026 the test refresh ran clean and Thomas Janssens was to sign off. All fifteen Starter users were assigned.

Adoption: On 5 Mar 2026 Laura Penhaligon trained Lucas Goossens, who was impressed and asked only about freshness.

Open at the end: Executed paper, payment and PO status, test sign-off, go-live, the quarterly review owner and the pricing basis for the first term.

Demo: On 27 Oct 2025 Lewis Kerr and Hannah Lowe showed Arnaud Janssens how client files, renewal dates and complaints could be searched together. Arnaud raised security as a regulated Belgian firm, and Lewis quoted Starter at £28k all-in, then £20k a year.

Security: Hannah said SSO and SCIM are Enterprise only and Starter has standard authentication. If the security review pushes for SSO, the sale may move to Enterprise.

Proposal: On 20 Nov 2025 Lewis presented Starter for four connectors at £28k all-in, split into £6,000 implementation and £22k annual subscription. The annual figure differs from the £20k quoted on 27 Oct 2025, and the reads do not explain why; Arnaud called the price the right ballpark but had to consult Elise.

Negotiation: On 22 Dec 2025 Elise Claes and Arnaud told Lewis and Owen Tallis that the upfront commitment was the issue and asked for a business case. Arnaud put the time lost to reconciliation at four or five hours a day across the team, and Owen offered ten percent off the year-one subscription only.

Open at the end: Nothing was agreed, and the customer asked to think it over. Lewis owes a proposal with numbers, it is unclear whether the discount touches implementation, and the decision target was 16 Jan 2026. Owen named team adoption as the main risk, and Arnaud asked about adding systems later.

This period holds one read, the 25 Sep 2025 discovery call with the Operations Director and the Chief Executive.

Discovery: Client files, complaints and renewal data sit in separate systems. Elise said her team spends too much time reconciling things manually.

Scope: Arnaud expects 10 or 15 users to start, which sits within Starter. Salesforce and Zendesk are standard connectors and the spreadsheets add a third and possibly fourth source, so the connector count needs checking against the Starter limit of four.

People: Markus is named as the admin contact, with no surname or role given.

Open at the end: No proposal or price had been discussed and no order form exists. Lewis is to send information and book a demo on the customer's own data within a couple of weeks. The location and quality of the renewal data are unconfirmed.

Outreach: on 22 Jan 2024 Nell Ashcombe invited Arnaud Janssens, Operations Director at Maelbeek Assurances, to a BG-Demo webinar on 15 Feb 2024 about connecting data across insurance systems.

Customer view: the thread holds no reply, so interest, attendance and sentiment are not shown. The read rates the thread as neutral and the customer voice as unknown.

Open at the end: the evidence does not show a follow-up. The read suggests Nell check whether Arnaud attended and follow up if he did.

Opportunity: the webinar topic offers a route to a conversation about connecting Maelbeek's insurance systems. The read also notes that, with no response, interest in the brain is unconfirmed.