Linthorpe Trade Supplies

Renewal: On 20 May 2026 the thread shows Marcus Bell flagging that the contract ends on 18 Aug 2026. Pauline replied the next morning that Linthorpe would like to renew and would come back with a time.

Engagement: Alice Brewer invited credit controller Tracey Bainbridge to a webinar on 18 Jun 2026 (sent 24 May 2026). She invited Tracey and Pauline to the London Customer Day on 11 Jun 2026. Neither replied, and attendance is not shown.

Support: Darren Blakey opened a ticket on 2 Jun 2026 about a dashboard that was blank or slow. Olivia Grant and Ewan Pryce optimised the query, first response took 338 minutes, and the ticket was solved on 18 Jun 2026.

Support: On 24 Jun 2026 Liam Corner reported no fresh data. Olivia replied after 466 minutes and asked him to check source systems. Liam said on 25 Jun 2026 that the CRM had been offline for maintenance, and the ticket was solved on 30 Jun 2026.

Open at the end: No renewal price, scope or call is shown, and Pauline's promised follow-up on timing is not shown. The thread does not show whether data refreshed once the CRM returned. The tier is not shown.

Usage: On 12 Jan 2026 Marcus Bell showed Darren Blakey a forty-four percent drop in usage. Questions had been steady in October and November, then fell through December.

People: Darren said the heaviest user, who was also the internal champion, left in December. No replacement champion is named, and the rest of the team still asks questions but far fewer.

Commitment: Darren agreed to a refresh session in early February. Marcus is to send dates and use cases, run the session and check usage again a few weeks later.

Marketing: On 9 Jan 2026 Alice Brewer invited Tracey Bainbridge, the Credit Controller, to a webinar on 15 Jan 2026 about measuring the value of data initiatives. There was no reply.

Marketing: On 25 Mar 2026 Alice invited Finance Director Pauline Metcalfe to a webinar on 16 Apr 2026 and asked about quoting her in a customer story. There was no reply, so engagement from the finance buyer is not shown.

Open at the end: The reads do not show whether the refresh session took place or whether usage recovered. No champion replacement, webinar interest or reference agreement is recorded. The Starter subscription carries a key-person risk and a harder value case at renewal.

Billing: Rachel Dunmore chased INV-094-0003 for £23k on 6 Oct 2025. Tracey Bainbridge replied on 8 Oct 2025 that payment had gone out the day before and should arrive within a couple of days.

Support: Liam Corner opened a ticket on 17 Oct 2025 about accounts appearing twice with different invoice history. Connor Webb traced it to incomplete data migration cleanup in the source CRM, and a re-sync on the next nightly refresh followed. The ticket was solved on 31 Oct 2025.

Billing query: On 30 Dec 2025 Liam asked for an invoice line item breakdown. Olivia Grant explained the Starter subscription and an add-on for additional users that Liam had added the previous month. The ticket was solved on 2 Jan 2026.

People: Tracey replied calmly and without raising a query, and Liam stayed engaged throughout. The reads show no complaint about value.

Open at the end: The email thread does not show the money arriving, so receipt should be checked in accounting. The added users suggest growth, and a tier upgrade is worth monitoring.

Renewal: On 14 Jul 2025 Marcus Bell asked Finance Director Pauline Metcalfe for a renewal call and she offered a slot the same day. On the 21 Jul 2025 call Tom Ashdown quoted £20k, unchanged, and Pauline chose to keep the contract as it is.

Commercial: Linthorpe is at the Starter limit of four connectors and 15 licensed users, so any new data source points to Growth. Tom aimed for signatures by early August.

Support: Liam Corner's ticket of 29 Jul 2025 on a dashboard taking about 30 seconds to load had a first response of 289 minutes, beyond the Starter 4-hour SLA. The read calls it the third consecutive first-response miss.

Renewal paper: On 13 Aug 2025 Tom sent the order form (Starter, 15 users, £20k for the year). On 15 Aug 2025 Pauline said she would return it that day. No signed copy appears in any read.

Billing: On 15 Aug 2025 Rachel Dunmore sent Tracey Bainbridge invoice INV-094-0003 for £23k including VAT, due 14 Sep 2025. The 22 Sep 2025 reminder says it was overdue, with no customer reply or reason given.

Support, September: Liam's report of 5 Sep 2025 on inaccessible dashboards was solved on 15 Sep 2025, first response 120 minutes.

Open at the end: the executed order form is unconfirmed, the invoice was unpaid at 22 Sep 2025, and how the invoice relates to the order form price is not shown.

Support: On 2 Apr 2025 Darren Blakey reported a search date filter returning records outside the range, with first response after 413 minutes against the Starter 4 business hour SLA. The ticket was solved by 11 Apr 2025.

Support: On 28 Apr 2025 Darren asked how to build a dashboard. First response took 392 minutes, again beyond the Starter SLA, and it was resolved by 7 May 2025. The read sees this as a possible Growth tier signal.

Check-in: On 15 May 2025 Marcus Bell asked Darren for a 30 minute check-in. Darren replied on 19 May 2025 that the following week suited better.

Renewal: On 20 May 2025 Marcus wrote to Finance Director Pauline Metcalfe, noting the contract runs through to 18 Aug 2025, and asked for a call. No reply is shown.

Customer view: On the 23 May 2025 call Darren said questions asked had risen from a couple a week to four or five, and that search had been brilliant for credit queries. He raised no pain points.

People: On 29 May 2025 Sofia Marchetti invited systems administrator Liam Corner to the Customer Day on 12 Jun 2025. No reply is shown.

Open at the end: the renewal call with Pauline was not booked, the QBR had no date, and Darren was the only customer voice on the call.

Overdue invoice: the period holds one read, the 9 Oct 2024 email thread. Nell Ashcombe, BG-Demo's chief executive, asked Tracey Bainbridge, the customer's credit controller, to settle INV-094-0002 quickly.

Invoice: it was issued on 19 Aug 2024 and fell due on 18 Sep 2024, at £22k including VAT. The thread shows no customer response.

What the read does not show: why payment was outstanding, whether it was a delay or a dispute, or whether BG-Demo's own billing was involved. The read treats the customer sentiment as neutral and the voice as unknown.

Open at the end: the evidence does not show whether the invoice was later paid or queried. The read's next step is to check accounting for payment status and any query before treating this as value risk.

Terms: On 4 Jul 2024 Pauline Metcalfe, Finance Director, called £25k high for an unfamiliar platform and said the issue was adoption. She agreed to go ahead once told the contract runs one year at a time, after Owen Tallis offered five per cent off the implementation.

Order form: Tom Ashdown sent the order form on 1 Aug 2024 and Pauline said she would sign it the next day. The signed copy is not shown in these reads, so it remains an open item.

Billing: Implementation invoice INV-094-0001 (£6,000 plus VAT, due 5 Sep 2024) went out on 6 Aug 2024. Subscription invoice INV-094-0002 (£19k net, due 18 Sep 2024) followed on 19 Aug 2024.

Onboarding: Kickoff was on 22 Aug 2024, followed by service account setup on 29 Aug 2024 and a test refresh on 12 Sep 2024. Darren Blakey confirmed the field mapping on 19 Sep 2024, the full refresh was set for that night and training followed on 20 Sep 2024.

People: Liam Corner is the only named admin and said he was nervous. Marcus had not contacted the customer by 12 Sep 2024.

Payment: Reminders went out on 12 Sep 2024 and 25 Sep 2024. On 27 Sep 2024 Tracey Bainbridge said an internal query was cleared and both invoices would be processed that day.

Open at the end: Payment of both invoices, the signed order form and Marcus's handover were not confirmed in the reads.

Discovery: On 5 Apr 2024 Tom Ashdown ran a discovery call with Darren Blakey, Sales Operations Manager. Darren described manual work across CRM, emails, accounting and spreadsheets, and asked for a demo and a quote.

Demo: Tom sent a demo link on 11 Apr 2024 and Darren replied only with brief acknowledgements. The 2 May 2024 demo on Linthorpe's own data, with Hannah Lowe, left Systems Administrator Liam Corner comfortable with the architecture.

Pricing: Starter with 15 users was quoted at £25k including implementation and the first year, then £20k a year. Liam wrote the same day about cost and commitment, naming credit queries as the main interest.

News: On 24 May 2024 Building Trade Wire reported a distribution network expansion. It showed no change of sponsor, systems or contract.

Proposal: On 6 Jun 2024 Pauline joined for the first time. She called the pricing reasonable and asked about auto-renewal and an exit clause after year one; Tom said renewal is a new order form sent 90 days out, with no automatic renewal.

Negotiation: By email the same day Pauline asked for fewer users, multi-year terms and a negotiable implementation fee. Tom agreed to all three in writing and proposed a call.

Open at the end: The order form was promised but not shown as signed. Users, fee and term were unsettled, and the budget holder's position beyond Pauline was not shown. Tom also promised a quarterly check-in, which should be checked against the Starter standard.