Garrow Lusk

Support: from 1 May 2026 search returned no results after the indexing service hung. Jade Kenwright found it working on 5 May 2026, with no BG-Demo message in between, and the ticket closed on 23 May 2026.

Renewal call: on 18 May 2026 Nell Ashcombe and Daniel Okafor proposed renewing on the same Starter terms. Anthony Garrow checked the price was unchanged, and Sue Ditchfield said there were no service issues.

Marketing: on 12 May 2026 Alice Brewer invited Sue to a webinar on 21 May 2026. The thread holds no reply.

Renewal paper: on 11 Jun 2026 Nell sent the order form at £20k. Anthony said on 16 Jun 2026 he had signed and was returning it, a day after the date asked.

Billing: on 15 Jun 2026 Rachel Dunmore sent invoice INV-093-0005, net £20k, total £23k, due 15 Jul 2026. The invoice term start differs by a day from the order form.

Support: on 19 Jun 2026 Jade reported stale data. Olivia Grant replied after 86 minutes and found a CRM connector had failed. On 24 Jun 2026 Jade thanked her for a quick response on an issue the thread does not describe.

Open at the end: the signed copy is not in the thread. Jade's question on what the customer must do about the connector has no recorded reply. The 2027 renewal moves to the v2 price, +12.8% for Starter, and Daniel is to prepare a value case.

Support: On 20 Mar 2026 Jade Kenwright asked how to share a dashboard showing the placement pipeline. Bethan Lister explained the share icon, permissions and public links; the ticket was solved on 30 Mar 2026 with a first response of 141 minutes.

Support: Also on 20 Mar 2026, Kayleigh Roberts asked how to set up automated refresh. Bethan explained that nightly refresh is automatic by 07:00 on business days and that manual refresh is available; solved on 30 Mar 2026, first response 104 minutes.

Renewal: On 23 Mar 2026 Daniel Okafor reminded Anthony that the contract ends on 21 Jun 2026. Anthony replied that Garrow Lusk is keen to continue, with no questions on price, scope or a rival.

Open at the end: Daniel promised the order form twice, with a slipping timescale. The reads do not show it sent, signed or priced, and the executed order form, not the thread, decides terms.

Check-in email: On 18 Nov 2025 Daniel Okafor asked Jade Kenwright for a call before her renewal conversation with Nell. Jade replied that all is going well, the team is asking more questions and getting more value, and offered next Thursday afternoon.

Check-in call: On 24 Nov 2025 Daniel and Jade spoke. Jade said a couple more team members had been added and were asking about placement history and invoices.

Customer view: Jade said the brain saves digging through emails and old spreadsheets. She called searches reliable, dashboards fit for purpose and data freshness solid, and raised no problems.

Commercial: Daniel said he would send a usage update the following week and open a renewals conversation for the next quarter. No price, rival or contract concern came up.

Open at the end: The usage update and renewal conversation were still to happen. Only Jade spoke for the customer, and the value case is anecdotal. The reads do not show how many questions are asked or by whom, or who Nell is and whether she has agreed to renew.

Support: on 15 Jul 2025 Kayleigh Roberts asked how to update CRM connector credentials after an IT password policy change. Connor Webb gave the steps, confirmed existing indexed data would not be affected, and the ticket was solved on 18 Jul 2025, with a first response of 335 minutes.

Money: on 16 Jul 2025 Rachel Dunmore reminded Sue Ditchfield that invoice INV-093-0004 for £20k, due 9 Jul 2025, was unpaid. Sue did not reply in that thread.

Money: on 30 Jul 2025 Rachel escalated the invoice as three weeks late and urgent. Sue apologised on 1 Aug 2025 and said payment should clear by Friday, giving no reason for the delay and no value complaint.

Outreach: on 26 Sep 2025 Alice Brewer invited Sue to a webinar on 16 Oct 2025 about how other teams use the brain. Sue did not respond, and as a finance contact she may not reach the people who use the product.

Open at the end: the reads do not show that payment of INV-093-0004 arrived, so accounting needs to confirm it. Nothing in the period shows a dispute, a rival, a price conversation or a departure.

Support: on 30 Apr 2025 Jade Kenwright, Operations Director, asked for a CSV export button on search results. The ticket was solved 1 May 2025 with a first response of 127 minutes, and the request went to the product team.

Renewal call: on 13 May 2025 Daniel Okafor and Nell Ashcombe met Anthony Garrow, Jade Kenwright and Sue Ditchfield. The customer chose Starter at £20k and Anthony said Agreed.

Users: active users dipped after the placements team member who drove use left. The replacement is asking questions, but not as many yet, and Jade tied any move to Growth to how the new person settles in.

Paperwork: on 3 Jun 2025 Nell sent the renewal order form for 21 Jun 2025 to 21 Jun 2026 at £20k net. Anthony returned a signed copy two days later with no pushback, though the copy itself is not in the thread.

Billing: on 9 Jun 2025 Rachel Dunmore sent Sue invoice INV-093-0004 for £20k net (£23k gross), due 9 Jul 2025. There is no customer response.

Open at the end: payment against the 9 Jul 2025 due date was unchecked, the CSV export was only a feature request, and the Growth conversation depended on the new team member.

Support: On 20 Jan 2025 Kayleigh Roberts reported duplicate client records in search, which her team uses to verify client data before invoicing. Connor Webb replied 89 minutes after the ticket opened and escalated to platform, with the CRM import as the suspected cause.

Support: On 21 Jan 2025 Kayleigh reported stale brain data. Connor traced it to a customer-side security change to Salesforce API access and gave steps to regenerate the OAuth token before a full re-sync. Kayleigh was cooperative.

People: The duplicates ticket was closed on 27 Jan 2025. After Kayleigh replied on 22 Jan 2025 the thread shows no further message to her, and the record does not show the fix.

Renewal: On 21 Mar 2025 Daniel Okafor opened the renewal conversation ahead of the 21 Jun 2025 renewal. Anthony Garrow agreed the same day with no concerns raised, and a call with Daniel and Nell Ashcombe was booked for the following week.

Open at the end: The thread does not show the Salesforce re-sync being completed. The record does not show the duplicates fix, nor what adjustments Anthony may want at renewal. Invoice checks may have used duplicate records.

Support: On 2 Oct 2024 Kayleigh Roberts asked for a renewal invoice to be confirmed and how to update user permissions. Bethan Lister confirmed the charges and gave step-by-step guidance.

Support: On 9 Oct 2024 Jade Kenwright asked how to filter placement records by date and found the filter herself. On 25 Oct 2024 she asked for a new colleague to be added for a team joining the following week.

Outreach: On 8 Nov 2024 Sofia Marchetti invited Anthony Garrow to a revenue operations webinar on 21 Nov 2024. The thread holds no customer response, so interest is not shown.

People: On 21 Nov 2024 Kayleigh, newly promoted to database administrator, asked for admin permissions to manage connectors and user access. Connor Webb granted them.

Renewal: On the 27 Nov 2024 check-in, Jade said people now ask the brain first and that Starter is fine, with no need for dashboards yet. Daniel Okafor proposed renewal at £20k on the same annual, in-advance terms, and she agreed verbally.

Complaint: On 18 Dec 2024 Kayleigh reported the search results page hanging during client account reports. Connor replied 7 hours and 24 minutes later, citing platform load, and the ticket was marked solved on 24 Dec 2024 with no follow-up shown.

Open at the end: The renewal agreement was still to be sent and signed, and the call does not show who asks most of the questions. The customer's tier is not documented in the slow-response ticket.

Billing: On 17 Jul 2024 Nell Ashcombe told Finance Manager Sue Ditchfield that invoice INV-093-0003 for £20k, due on 10 Jul 2024, was overdue. The thread holds no customer reply.

Billing: Nell chased again on 31 Jul 2024, three weeks overdue. Sue replied on 1 Aug 2024 that payment had cleared that morning and apologised, giving no reason for the delay.

Billing: On 27 Aug 2024 Nell chased INV-093-0003 once more, describing it as still unpaid two months on, and asked whether there was an issue with the invoice or for the payment reference. The thread holds no customer response, and it does not show how this fits with Sue's 1 Aug 2024 reply.

Support: On 11 Sep 2024 Kayleigh Roberts reported a dashboard filter that returned records outside the chosen date range. Bethan Lister asked for diagnostics, the customer confirmed the fault on 13 Sep 2024, and resolution took 26 days.

Open at the end: Whether INV-093-0003 was paid, and whether BG-Demo's own billing played a part, needs checking against accounting. The reads give no reason for the late payment and show no sign of dissatisfaction with value.

Check-in: On 2 Apr 2024 Jade Kenwright, Operations Director, told Daniel Okafor that three or four people use the brain regularly and it is more useful than expected. She expected to continue, and HR data was floated as a possible later connector.

Renewal: Daniel asked Anthony Garrow on 15 May 2024 for time to discuss the renewal. On the 20 May 2024 call Anthony asked mainly about price and Nell Ashcombe offered the same price and terms for another twelve months.

Adoption: Jade said only she and one other person use the brain regularly. She declined Growth, saying Starter still makes sense, and Sue Ditchfield said there had been no service or downtime issues.

Paper: Nell sent a draft £20k Starter renewal order form on 6 Jun 2024. Anthony said it looked good, and the final version went out on 10 Jun 2024. Invoice INV-093-0003 for £20k, due 10 Jul 2024, was sent to Sue the same day.

Support: Kayleigh Roberts asked how to export dashboard results on 24 May 2024. On 5 Jun 2024 she asked for bulk user upload ahead of a team onboarding, a possible user upsell. Customer Day invitations for 13 Jun 2024 drew no reply.

Open at the end: On 21 Jun 2024 Jade reported search results not matching the source system across several searches. Bethan Lister asked for examples after a 377 minute first response. No signed order form appears in the reads.

Renewal: on 17 Jan 2024 Jade Kenwright, Operations Director, said the renewal pricing was higher than expected and wanted to understand what was being paid for before committing. Callie Brennan offered to walk through the terms once the quote was shared.

People: on 28 Jan 2024 Nell Ashcombe invited Jade to a customer webinar on 15 Feb 2024. The thread shows no reply, so interest is not shown.

Support: on 15 Mar 2024 Kayleigh Roberts reported slow dashboards. Bethan Lister replied after 223 minutes with diagnostic questions, and the ticket was solved after 13 days. The resolution is not documented.

Renewal: on 22 Mar 2024 Daniel Okafor opened the renewal conversation for 21 June 2024. Anthony Garrow, Managing Director, said the team is happy and suggested mid-May, with no pushback on price or terms.

Open at the end: Daniel is to send call times for mid-May. The price concern from January is not shown as resolved, and the evidence shows no price or tier discussion. The mid-May timing leaves about five weeks before renewal.

Data freshness: On 17 Oct 2023 Kayleigh Roberts reported that the CRM connector had stopped updating, with the last refresh several days old. Callie Brennan found the API credentials valid, but the root cause was not stated.

Performance: On 13 Dec 2023 Jade Kenwright reported that normally quick queries were running slowly. Callie identified a bottleneck in the dashboard refresh cycle and said she would optimise it.

Weighing: Both tickets are rated high urgency and both are complaints. The first goes to the core value of B-Viz, the second came from the Operations Director, a decision-maker.

Open at the end: The October ticket shows a solved status, but the read says the resolution is not documented. The evidence does not show whether the CRM sync was restored. The December optimisation was a commitment, and the evidence does not show it was delivered or that query times were checked afterwards.

Onboarding: on the 17 Jul 2023 call, Callie Brennan reported the connectors live with nightly pulls, but found a week-long gap in client invoice data. Kayleigh Roberts agreed to check the Xero sync before go-live and training.

Adoption: on 24 Jul 2023 the brain had gone live on time and refreshed on schedule, but Jade Kenwright said people forget it exists. Kayleigh asked for a client Status field in search.

Training: on 28 Jul 2023 Callie trained Jade and Kayleigh. Jade called adoption a bit slow and asked what an upgrade would mean, and Callie described Growth as something for later.

Payment: Nell Ashcombe chased Sue Ditchfield on INV-093-0001 (£7,200, due 9 Jul 2023) on 17 Jul 2023 and 31 Jul 2023. Sue promised payment by the end of the week on 3 Aug 2023.

Payment, second invoice: INV-093-0002 (£21k including VAT, due 22 Jul 2023) was chased on 31 Jul 2023, 14 Aug 2023 and 5 Sep 2023. On 15 Aug 2023 Sue cited a payment processing issue.

Support: on 29 Aug 2023 Kayleigh asked for guidance on the initial sync, and Callie asked for all connectors to show green. On 18 Sep 2023 Kayleigh reported duplicate records affecting counts.

Open at the end: the reads do not show either invoice being paid, the full-team training date, the Status field outcome, or the cause of the duplicates.

Proposal: on 17 Apr 2023 Nell Ashcombe walked Jade Kenwright and Anthony Garrow through the Starter scope. Jade asked about year-two cost and was given no number.

Scheduling: on 8 May 2023 Nell asked Anthony for a call on the proposal. The time was left unconfirmed in the thread.

Negotiation: on 11 May 2023 Sue Ditchfield called the £24k price fair but cited cheaper tools and asked for a pilot. Nell refused the pilot and offered 20% off the year-one subscription only, so the renewal will show a price step.

Order form: on 6 Jun 2023 Nell sent the Starter order form at £24k. Anthony said he would sign the same day, but the executed copy is not in the thread.

Invoices: INV-093-0001 for implementation (£6,000 plus £1,200 VAT, total £7,200) was sent to Sue on 9 Jun 2023, due 9 Jul 2023. INV-093-0002 for 12 months of Starter from 22 Jun 2023 (£18k plus £3,510 VAT, total £21k) was due 22 Jul 2023.

Kickoff: on 26 Jun 2023 Callie Brennan set out a four-week plan. Daniel Okafor will handle support, with monthly then quarterly check-ins.

Open at the end: Snowflake credentials depend on Kayleigh Roberts and the customer's IT team. Payment of both invoices and the signed order form are not shown.

Discovery: On 23 Feb 2023 Nell Ashcombe ran a discovery call with Jade Kenwright, Operations Director. Jade described client, invoice and email questions being answered by hand across the CRM, accounting system and email.

Customer view: Jade put the cost at twenty minutes or more per lookup. She was glad the data would stay in Snowflake, which Garrow Lusk already runs.

Demo: On 23 Mar 2023 Nell and Tobias Renwick demonstrated search, chat and pages to Jade and Database Administrator Kayleigh Roberts. Kayleigh asked who can see what and what happens when a connector breaks.

Commercial: Nell proposed Starter with a £6,000 implementation fee and quoted a first-year all-in cost of twenty-three thousand five hundred fifty. The reads do not show how that figure was built, a budget, or who would sign.

Open at the end: Kayleigh must arrange read-only access from the Salesforce admin, who was not on the call. Tobias wanted it by the end of that week, and Nell was to send a call summary and next dates.