Ellerby Dental Group

Renewal: on 9 Apr 2026 Rachel Dunmore sent Andy Buckley renewal invoice INV-095-0003: £44k net, £8,800 VAT, £53k total, due 9 May 2026. The thread has no customer response, so receipt and payment are not shown.

Outreach: on 25 May 2026 Alice Brewer invited CFO Vikram Sethi to Customer Day on 11 Jun 2026. On 31 May 2026 she invited Andy to a webinar on 18 Jun 2026. Neither thread records a reply, so attendance is not shown.

Support: on 15 Jun 2026 Megan Statham reported dashboards loading slower than a few weeks earlier. Bethan Lister found query optimisations and expected to finish by the end of that week.

Connector: on 29 Jun 2026 the Zendesk connector stopped loading new tickets after the customer updated permissions in Zendesk. Olivia Grant found the permission loss and reset the connector, restoring data flow; the read flags it as a complaint with high urgency.

Open at the end: payment of INV-095-0003 is unconfirmed, and no reply from Vikram or Andy is recorded. Performance should be monitored after the optimisations, and the Zendesk connector could break again on future permission changes.

Handover: Esther Quaye wrote to CFO Vikram Sethi on 22 Jan 2026 asking for a renewal call and got no reply in the thread. Elena Novak arranged a check-in with Rebecca Oakes on 23 Jan 2026.

Renewal intent: on the 2 Feb 2026 call Elena introduced herself as the new CSM after Esther left at the end of January. Rebecca said they definitely want to keep going, with three dashboards running and about half the seats in use.

Price: Elena wrote to Vikram again on 9 Mar 2026, again with no reply shown. On the 11 Mar 2026 call Vikram questioned the jump to £44k for Growth, compared it with 51600 paid in year one including implementation, then agreed to renew. Priya Raman said renewal pricing is fixed, so no discount was offered.

Support: on 23 Mar 2026 Rebecca reported supplier records duplicating after a bulk upload, blocking accurate reporting. Olivia Grant asked for examples.

Open at the end: on 30 Mar 2026 Priya sent the Growth order form at £44k per year from 1 Apr 2026, and Vikram said he would sign by end of day. The thread does not show the executed copy, so the renewal is verbal and unconfirmed. The call gave the new term as starting 23 Apr 2026, which differs from the order form date. The duplicates ticket had no resolution shown.

Check-in: On 6 Oct 2025 Esther Quaye held a five-month check-in with Rebecca Oakes. Rebecca reported about half the team logging in weekly, three board dashboards saving a day on the monthly partner pack, and reliable overnight refresh. Megan Statham was not on the call.

Commercial: Esther noted 40 licensed users with about half in use. The customer declined more users or connectors. The April renewal was flagged, with the conversation planned for the new year. The evidence does not show any discussion of price.

Support: On 18 Nov 2025 Megan Statham asked how to group complaint data by practice in dashboards. Bethan gave instructions to use the Group By option in the dashboard builder, and the customer confirmed it worked. The ticket is rated as praise and low urgency.

Watch: Value rests on Rebecca as champion and on the partner dashboards. Headroom exists in the unused licensed users if more teams come on later.

Open at the end: The renewal conversation had not yet started. Esther Quaye is to open it in the new year ahead of the April renewal.

Data quality: On 5 Aug 2025 Megan reported duplicate practice location records from recent imports. Olivia responded within 7 hours and the ticket was solved on 14 Aug 2025.

Adoption: On 21 Aug 2025 Rebecca Oakes asked how to search patient complaints across all practices. Olivia gave location filter guidance, and Rebecca mentioned training a new team member.

Performance: On 8 Sep 2025 Megan Statham reported one dashboard loading slowly in the mornings. It cleared after the customer restarted systems on their side, so it was not a BG-Demo service fault.

Outreach: On 18 Sep 2025 Alice Brewer invited Finance Manager Andy Buckley to a London revenue leaders roundtable on 23 Sep 2025. The thread holds no reply, so interest and attendance are not shown.

Connector: On 23 Sep 2025 Rebecca reported that the HubSpot connector had stopped loading new records with no changes on the customer side. Bethan asked her to check the Snowflake connector status, and first response took 14 hours.

Open at the end: the HubSpot ticket was still open on 30 Sep 2025. It was solved on 21 Oct 2025, after the period closed. Stale data was the main risk.

Contract: Priya Raman sent the Growth order form for £52k on 7 Apr 2025. Vikram Sethi said he would sign next morning; no signed copy appears.

Billing: Invoices INV-095-0001 (implementation, £14k gross, due 10 May 2025) and INV-095-0002 (year one subscription, £48k gross, due 23 May 2025) went out with no customer reply.

Kickoff: Laura Penhaligon opened the eight-week implementation on 25 Apr 2025 with Rebecca Oakes and Megan Statham. A later email refers to a 28 Apr 2025 kickoff call; the reads do not explain the mismatch.

Onboarding: On 1 May 2025 Rebecca asked about a late April go-live, which does not fit the call date. On 12 May 2025 she asked whether the cost was locked in; Laura cited 40 users and eight connectors until renewal next April.

Connectors: Salesforce and Zendesk data was flowing by 30 May 2025. Megan confirmed the Microsoft 365 email connector live on 9 Jun 2025.

Training: Laura trained Rebecca and Megan on 11 Jun 2025. Rebecca said the monthly partner report takes her a day and she will use the product for board reporting.

Tiers and support: Laura said real-time data sits in a different tier. Support was described as a response within a working day on Growth, against a one-hour critical response quoted earlier.

Open at the end: The signed order form, payments, the on-site training Tuesday and the Friday team session are unconfirmed. No reply to the 30 May 2025 Customer Day invitation appears.

Discovery: On 3 Feb 2025 Priya Raman and Rebecca Oakes agreed a call, held on 7 Feb 2025. Rebecca builds a monthly complaints report by hand from Salesforce, email and Zendesk, and about 25 to 30 people would use it.

Proposal: On 10 Feb 2025 Priya proposed Growth at £52k and said a formal proposal would follow on 12 Feb 2025. The 25 Feb 2025 demo on Ellerby's own data went well, but Megan Statham wanted security detail in writing for IT.

People: Sofia Marchetti invited the CFO, Vikram Sethi, to a London roundtable on 25 Feb 2025. The thread shows no reply.

Commercial: On 12 Mar 2025 Vikram asked for the order form, subject to review with the IT director. The 13 Mar 2025 thread shows him asking about rollout effort and SOC 2, then saying he was ready to move forward after the 18 Mar 2025 security detail.

Price: On 26 Mar 2025 Vikram and Finance Manager Andy Buckley said the concept was strong but cost made them pause. Andy asked for ten or fifteen percent off, and BG-Demo promised a revised number the next day.

Open at the end: The Growth proposal is unsigned and the evidence shows no executed order form. The revised price, the healthcare security review and the SOC 2 report are outstanding. Ellerby already has 40 users, the Growth limit, and implementation was stated as both four and eight weeks on the 26 Mar 2025 call.