Brimscombe Energy

Value: On 15 Apr 2026 Siân Pritchard said she could not quantify savings and her finance director would ask at renewal. Daniel Okafor restated the term end of 9 Jan 2027 and £120k a year, with nothing overdue.

Support: A Salesforce schema change left dashboards stale on 14 Apr 2026. A connector stopped on expired credentials on 5 May 2026, with a first response logged at 224 minutes. Another connector failed after a schema change on 15 May 2026, and a separate source fault was traced on 12 May 2026. Dashboard slowness was fixed.

Adoption: On 18 May 2026 Siân accepted that active people were down about a sixth on the prior quarter and that some people had drifted back to spreadsheets. She asked whether 180 licensed users is too many.

Expansion: On 27 May 2026 Nikhil Rao asked how to provision users through SCIM, which the ticket read as an expansion signal.

Events: Alice Brewer invited Graham Tovey, Lee Hathaway and Siân to Customer Day on 11 Jun 2026. No replies are recorded.

QBR: On 26 Jun 2026 use was wider and rising, and Siân wanted more users and a complaints connector. A billing connector had gone flat unnoticed. Graham would not sign without her view.

Open at the end: the value note, the connector alerting approach, the complaints connector and the renewal proposal, which Graham wanted well before 9 Jan 2027.

Support: On 5 Jan 2026 Lee Hathaway reported duplicate CRM records, which Connor Webb escalated to engineering. A filter fault was fixed on 15 Jan 2026, and a how-to ticket on 11 Mar 2026 was answered.

Usage: On 22 Jan 2026 Daniel Okafor flagged lower daily use, and Siân suspected a wider group had gone back to spreadsheets. On the 26 Jan 2026 call he put active users at around thirty-five a day against 180 seats.

Value case: Siân wants a measured case before any renewal quote. On 17 Feb 2026 Graham Tovey agreed to act as a reference and publish a customer story.

People: On 20 Feb 2026 Siân flagged key-person risk among heavy users and floated a billing operations team, not hers to fund. On 24 Mar 2026 she accepted a Customer Day London slot, speaking only to measured evidence.

Renewal: At the 25 Mar 2026 QBR, users were up around ten percent, and Tom Ashdown confirmed £120k a year. On 26 Mar 2026 Graham agreed to start talks early and asked for notice of any price or terms change.

Open at the end: An invoice date discrepancy ticket from 20 Mar 2026 shows no resolution. Renewal pricing is still owed in writing, and the team breakdown and measured complaint examples are pending.

Renewal opening: From 8 Oct 2025 Daniel Okafor opened the Enterprise renewal with Graham Tovey, aiming to agree by 19 Dec 2025. Graham wanted Siân Pritchard's view first.

Value: On 15 Oct 2025 Graham asked whether the company pays for one hundred and eighty seats and uses a quarter of them. The order form is £115k a year; the CRM deal shows £120k, unexplained.

Check-in: On 3 Nov 2025 Siân was positive about collections adoption but feared she asks too many of the questions. She wanted usage by team and asker.

Support: Tickets covered an Ofgem audit trail request, role-based access, a conversation export request and four new complaints users.

Renewal paper: On 17 Dec 2025 Tom Ashdown sent the order form. Graham had no commercial concerns but had not signed, wanting a ticket update first.

Usage dip: At the 29 Dec 2025 QBR active users were down just over a quarter against one hundred and eighty licences. Nikhil Rao suspected autumn permission changes, untested.

Open at the end: The order form was unsigned with the term ending 9 Jan 2026. The £120k make-up and the cause of the dip were unconfirmed.

Early July: At the 2 Jul 2025 QBR active use was up by about three quarters, and Tom Ashdown confirmed £115k a year on the order form. One billing load finished after 07:00 following an upstream schema change.

Support: The 4 Jul 2025 ticket recorded the nightly refresh completing after 07:00 because a new CRM source added volume. On 1 Sep 2025 Nikhil Rao reported slower queries from the same source, and first response took 262 minutes.

Value case: On 31 Jul 2025 Siân said the brain delivers what was promised, but a good share of questions comes from her and a couple of analysts. She will not claim time saved without a before and after baseline.

August: On 29 Aug 2025 Siân said logins were down by about a quarter against 180 licensed users. She called renewal a value question and said she is not unhappy.

September: At the 23 Sep 2025 QBR Siân asked whether the seat number can change, and Tom did not commit. Graham said he will not sign without Siân's view, and asked to hear sooner about problems such as a failed load nobody reported.

Open at the end: Siân's value evidence and her view on the user dip were outstanding. Tom and Daniel Okafor owed renewal terms in writing and time options. The dashboard sharing request was logged for the product team.

Adoption: On 7 Apr 2025 Laura Penhaligon trained Lee Hathaway and Nikhil Rao, who built working pages. Only a small slice of 180 licensed users had logged in.

Support: Tickets showed new users blocked on roles, one on 9 Apr 2025 and another on 27 Jun 2025. A search display bug on 30 Apr 2025 was escalated to engineering.

Renewal: On 6 May 2025 Siân confirmed £115k a year, with the term running to 9 Jan 2026. She wants a measurable value case first.

Key-person risk: On 27 May 2025 Siân said she and two others ask most questions.

Freshness: On 3 Jun 2025 about 40 accounts appeared twice. The Sites refresh was reported late on 6 Jun 2025, and a Calls connector timeout on 13 Jun 2025 had a 123 minute first response. A stale CRM snapshot was refreshed on 25 Jun 2025 after a 495 minute first response.

Open at the end: Nikhil asked on 17 Jun 2025 for a dated written summary of the refresh change for auditors, with no reply shown. Siân will not discuss money on the renewal until she has spoken to Graham.

Signature and kickoff: Enterprise was signed on 10 Jan 2025 at £115k a year with 180 licensed users, term to 9 Jan 2026. INV-154-0002 went out the same day, gross £34k, due 9 Feb 2025, with no customer reply. The 20 Jan 2025 kickoff set Siân's test: measure value before claiming it.

Access and sources: Nikhil insisted on written, least-privilege access and held the complaints schema for the CISO. Billing was pushed later because its export can finish just before 07:00. A billing table rename and other schema changes forced remapping.

Value case: Siân must justify the £115k contract at her first review, and only a handful of the 180 seats were in use. On 10 Mar 2025 the first group got a useful answer with one site missing, traced to a legacy extract.

Support: Three routine user and admin provisioning tickets. The 5 Mar 2025 ticket had a first response of 767 minutes.

People: On 25 Feb 2025 Nikhil asked for exit steps if the contract is not renewed. Daniel Okafor becomes customer success manager at handover.

Open at the end: Nikhil was still the only admin, with a deputy promised before go-live. The complaints log and recorder were not connected, metering was unstable, and contract end differed between the contracts store and the CRM.

Demo and access: On 2 Oct 2024 Nikhil Rao sent five Snowflake access questions and would grant nothing by email. On 14 Oct 2024 Siân Pritchard called the second demo better than she expected, but wants baseline measures before stating any value.

Proposal: The 15 Oct 2024 thread and the 30 Oct 2024 call set the £145k figure as the whole Enterprise deal, implementation included, not a yearly price. Siân asked for the Sandbox, and Graham Tovey wanted the one-off and annual costs split in writing.

Security and Ofgem: On 31 Oct 2024 Graham asked how complaint handling would stand up to Ofgem and how long the security review would take. The review is the step most likely to move 27 Dec 2024.

Negotiation: On 2 Dec 2024 Graham said he would sign only once Siân was satisfied. The customer wants the Enterprise freshness credit wording in the order form at no extra charge, and Siân asked for named connectors with live-by dates.

Signing and billing: Tom Ashdown sent the order form on 23 Dec 2024. Legal comments were outstanding and the 27 Dec 2024 date passed. Invoice INV-154-0001 (gross £36k, due 29 Jan 2025) went out on 30 Dec 2024 with no customer response.

Open at the end: No signed order form is shown, no new signing date is agreed, and the legal comments are unsettled. The billing export change, the PO number and Siân's baseline measures are also open.

Early contact: On 22 Aug 2024 Tom Ashdown and Siân agreed a discovery call, and she asked for collections and complaints colleagues to join. On 25 Aug 2024 Nell Ashcombe invited Graham Tovey to a webinar on 19 Sep 2024; he did not reply.

Leadership news: On 30 Aug 2024 Brimscombe Energy announced senior leadership changes. It named no individuals, so any effect on sponsors is unknown.

Discovery: On 2 Sep 2024 Siân described six disconnected views of a business customer under regulator deadlines. Tom pencilled £145k and Friday 27 December 2024 for an order form, which she called tight.

Follow-up: The same day Tom said he would confirm in writing how the £145k splits between implementation and subscription. Siân wants it sent to her first, as her Chief Customer Officer dislikes surprises.

Demo: On 25 Sep 2024 Siân accepted a demo on a data slice. The Chief Customer Officer would not attend. On 30 Sep 2024 Hannah Lowe ran it; Nikhil Rao wants a written privilege list, a month of load history checked against the 07:00 refresh, and the model-call data-flow answer.

Open at the end: The £145k is all-in, not annual. Value is unproven, security review sets the pace, and Siân will not go forward without Graham in the room.

Invitation: The period holds one read, an email thread dated 1 Feb 2024. Nell Ashcombe invited Oluwaseun Bamidele, the CISO, to the Thursday 15 Feb 2024 webinar on keeping data inside the customer's own Snowflake controls.

Offer: Nell also offered the recording and a direct Q&A if the date did not suit him.

Customer view: The thread holds no response from the customer, so his view is not shown. The read judges the sentiment neutral and the voice unknown.

Signals: The read sees an opportunity in early engagement with the CISO, which could shorten a later security review. It also sees a risk that a security leader who does not engage may raise data-handling concerns later.

Open at the end: The evidence does not show whether Oluwaseun attended or took up the offer. The recorded next step is for Nell to follow up with the recording and an offer to take his questions directly.