Marchbank Couriers

Data quality: On 2 Oct 2024 Calum Sneddon reported duplicate customer records in the brain. Bethan Lister replied within 51 minutes, traced them to the same contact being synced twice from the source CRM, and guided Calum to clean up the CRM and re-sync; solved the same day.

Connector: On 15 Oct 2024 Lorna reported that the CRM connector showed a healthy status but had pulled no new records for two days. Bethan asked her to check for new records and the CRM audit logs, and Lorna found and fixed an authentication issue on the customer's IT side.

Dashboard: On 5 Nov 2024 Calum reported a response time chart on a dashboard showing as an empty box. Connor asked for the dashboard name and console details; Calum found no errors, refreshed and cleared the cache, and the chart rendered.

Weighing: Both the duplicates and the stalled connector came from the customer's own systems, not from a defect in B-Viz. The duplicates ticket was marked as a complaint with high urgency, so the root-cause finding mattered.

Open at the end: Nothing is shown as open. The reads suggest monitoring the CRM connector for returning duplicates. The period holds no calls, emails or news, so the evidence does not show wider sentiment, pricing or renewal talk.

Support: On 15 Aug 2024 Calum could not open the customer services dashboard. It worked the next morning and was treated as a temporary glitch.

Connector: On 16 Aug 2024 Calum Sneddon reported the Salesforce connector had stopped syncing, and a credential refresh gave a permission denied error. Bethan Lister suspected the API user had lost a role and asked for the Salesforce admin to check.

Renewal: On 23 Aug 2024 Daniel Okafor wrote to Derek Imrie about the Starter renewal due 23 Nov 2024 and promised dates by mid-September. Derek did not reply in that thread.

Support: On 27 Aug 2024 Calum needed to export search results. Bethan confirmed Starter has no direct export and pointed to Growth dashboards, which the read treats as an upsell opportunity.

Renewal: On the 30 Sep 2024 call Tom Ashdown quoted Starter at £20k for one year on the same terms. Lorna Wishart said search use is growing and the Xero connector works well, and Derek agreed to a mid-October timeline after reviewing terms with Pamela Lyall.

Open at the end: The Salesforce fix is not shown as confirmed, and the order form was not yet signed. Use is limited to three or four people of the 15 users included.

Support: On 17 Apr 2024 Calum reported that searches for records from earlier months were much slower than searches for current week data. Bethan explained that larger date ranges need more data scans and asked for the record count to check for a real issue.

Engagement: On 12 Apr 2024 Nell Ashcombe invited Lorna Wishart to an 18 Apr 2024 webinar on using the brain to answer customer queries faster. The thread holds no reply, so interest is not shown.

Engagement: On 19 May 2024 Nell invited Pamela Lyall, the bookkeeper, to the London Customer Day on 13 Jun 2024. The thread holds no reply, and the invitation may not have reached day-to-day users.

Open at the end: The evidence does not show whether Lorna attended the webinar or whether Pamela or a colleague attended the Customer Day. The customer did not follow up on the search ticket, which suggests the explanation was enough. The evidence does not show whether the record count was supplied.

Training: On 8 Jan 2024 Callie Brennan trained Lorna Wishart and Calum Sneddon on search, chat and admin on Starter. Salesforce and Zendesk are live, Xero was recommended as a third connector, and no concerns about value, price or rivals were raised.

Invoices: On 2 Jan 2024 and 3 Jan 2024 Nell Ashcombe chased Pamela Lyall, Marchbank's bookkeeper, for the subscription invoice INV-104-0002 (due 24 Dec 2023) and the implementation invoice INV-104-0001 (due 13 Dec 2023). Neither chase got a reply, and the 15 Jan 2024 chase called the subscription invoice significantly overdue.

Promises: After a final reminder on 29 Jan 2024, Pamela replied on 31 Jan 2024, apologised, said she had been away and promised both payments by end of week. On 7 Feb 2024 she cited administration issues and said payment was being processed on 9 Feb 2024.

Support: On 26 Jan 2024 the helpdesk connector stopped syncing, and Callie judged expired or revoked credentials the likely cause. On 21 Feb 2024 Lorna reported missing new records, and Callie found the refresh had completed at 07:15 and the records were indexed.

Open at the end: On 8 Mar 2024 Nell chased INV-104-0002 again, and Pamela promised a definite date by end of week without giving one. The reads do not show either invoice paid, and they give different amounts for the same invoices (£23k or £20k for the subscription; £7,200 or £6,000 for implementation).

Negotiation: On 10 Oct 2023 Owen Tallis agreed quarterly billing in arrears and a one-off implementation discount, for the first term only. Derek Imrie confirmed renewal is at list, so the first renewal is a price step for a cost-conscious buyer.

Order form: Nell Ashcombe sent the Starter order form at £26k for the first year, and Derek signed on 13 Nov 2023. Nell then handed implementation to the customer success manager.

Billing: On 13 Nov 2023 a setup invoice of £7,200 including VAT went out, due 13 Dec 2023. On 24 Nov 2023 the first annual Starter invoice followed, £23k including VAT, due 24 Dec 2023.

Kickoff: On 4 Dec 2023 Callie Brennan set out the plan with Lorna Wishart, who agreed to chase IT for read-only credentials, the critical path. Target go-live was late December or early January, and Daniel Okafor said check-ins at six months and a year would explore more users or connectors.

Support and billing: On 20 Dec 2023 Nell chased Pamela Lyall for the £6,000 implementation invoice as unpaid. The thread shows no customer reply.

Open at the end: The reads do not show the credentials being delivered, go-live, or payment of any invoice. They also do not show whether the setup invoice and the £6,000 implementation invoice are the same document.

Discovery: On 10 Jul 2023 Tom Ashdown spoke to Lorna Wishart, Customer Services Manager, whose team of about four stitches together a helpdesk, a CRM and a tracking system by hand. Tom pitched Starter and gave a verbal ballpark of £26k all in.

Demo: On 10 Aug 2023 Tom and Tobias Renwick, CTO, demoed the brain to Lorna, who called the idea valuable. Tom quoted 25,500 for implementation and the first year on Starter.

Proposal: On 11 Sep 2023 Tom walked Derek Imrie, the managing director, through the Starter proposal. Derek asked about value and how they could get out, and said he would move forward if Lorna was happy; Lorna said she was convinced.

Email: On 13 Sep 2023 Tom sent a Starter proposal at £26k for the first year. Derek said they want to move forward but must settle payment terms first.

Open at the end: No signed order form is shown. Derek's payment terms notes are not shown arriving, and no budget holder other than Derek is named. Tom's remark that Starter response is usually a business day is looser than the Starter P1 first response of 4 business hours.