Marsden Vale Recruitment

Support: On 1 Apr 2026 Shannon asked for salary range and contract type columns in the roles list. Kate Ormerod approved it and flagged it to the product team, with a first response of 853 minutes.

Support: On 5 May 2026 Shannon asked for a CSV export from dashboards to share reports with external clients. Kate asked for the use case, and the ticket was solved in 6 days.

Renewal: On 24 Jun 2026 Marcus Bell told Jonathan Marsden, the Managing Director, that the Starter renewal on 22 Sep 2026 would be £22k. He proposed a 30-minute call.

Renewal: Jonathan replied on 29 Jun 2026 asking what drove the increase, without accepting or objecting. Marcus explained on 1 Jul 2026 that the pricing update applies to renewals from July onwards and asked for a time to talk.

Open at the end: The renewal read shows no reply to the call offer, so the price query was unresolved. The CSV request suggests the customer is extending use to client-facing reporting, which the ticket read links to possible expansion. The evidence does not show the outcome of either feature request in the product.

Support: Shannon Lockwood could not log in on 7 Jan 2026 and needed urgent access for client calls. The ticket was solved on 8 Jan 2026 and closed on 12 Jan 2026, but the read does not show that access was confirmed restored.

Sandbox: on 8 Jan 2026 Olivia Grant told Shannon that Sandbox is an Enterprise add-on and floated an upgrade. Shannon said they probably do not need it now, so the need is parked and the ticket was closed.

Renewal: on the 20 Feb 2026 call Marcus Bell told Charlotte Haigh that usage and data are healthy with no tickets. Charlotte found the numbers reassuring, asked about unused features and agreed to a QBR in May or June.

Commercial: the customer is on Starter at £20k a year and the contract ends in September. A renewal on or after 1 Jul 2026 moves to the v2 Starter list of £22k, a rise of 12.8%, and the read says this needs a value case.

Outreach: on 5 Mar 2026 Alice Brewer invited Brenda Oldroyd to a webinar on 19 Mar 2026 at 14:00. No reply is shown.

Support: the ticket opened on 10 Mar 2026 reported duplicate candidate records after a bulk import from a legacy system. It took 14 days to close and needed manual deduplication.

Open at the end: the renewal outcome, the QBR booking and the usage and pricing case. Only Charlotte attended the check-in, with no finance or managing director voice.

Period: this digest rests on one read, a support ticket dated 26 Nov 2025. No calls, email threads or news items fall in the quarter.

Support: Shannon asked for a full candidate database export with complete history, as a backup before a planned system migration. The ticket was a data export question and was resolved in 6 days.

Handling: Connor Webb explained that the search page export function lets the user select all records instead of the current view. The read says this met the customer's backup requirement.

Signal: the read judges this positive. The customer treats the product as a system of record worth backing up before major infrastructure changes. Its importance is marked neutral and its urgency low.

Open at the end: the read lists no next steps and no risks. The evidence does not show when the migration happens, what system the customer is moving to, or whether it affects the connectors or the renewal.

Support: On 11 Aug 2025 Shannon Lockwood's dashboard date filter question was solved in 7 days by pointing her to edit mode. The 12 Aug 2025 thread shows the helpdesk connector stopped syncing after the customer swapped API keys.

Renewal: On the 21 Aug 2025 call, Tom Ashdown and Marcus Bell proposed Starter at £20k. Jonathan Marsden accepted and declined Growth at £44k with "No, Starter's fine for now."

Usage: Charlotte Haigh said the brain is mainly used by her and Shannon, and Marcus put average active users at about two a month against 15 included. Charlotte asked about extra users or connectors, which stays open.

Paper: On 11 Sep 2025 Tom sent the Starter order form, one year at £20k on the same terms. Jonathan said he would sign that afternoon, and Tom acknowledged receipt on 12 Sep 2025. Rachel Dunmore sent invoice INV-169-0003 on 15 Sep 2025: net £20k, VAT £3,900, total £23k, due 15 Oct 2025.

Open at the end: Bethan Lister's new key was sent, but the customer has not confirmed that the sync resumed. The executed order form is not in the reads, and payment status is not shown.

Support: On 22 Apr 2025 the CRM connector stopped pulling new records and sat idle for three days before the customer reported it. Bethan suggested the manual sync button, Shannon tried it and records still did not load.

Support outcome: the ticket took 15 days from creation to resolution. The read treats it as a high-priority data-freshness risk, because the brain went stale on the customer's primary CRM source.

Renewal: On 24 Jun 2025 Marcus Bell opened renewal talks on the Starter plan at £20k, ahead of the contract end on 22 Sep 2025. Jonathan Marsden, the managing director, said the brain is useful and agreed to a call in mid-July.

People: Jonathan named Shannon as a regular user. The read notes that his praise rests on one named person, so a departure or reduced use would weaken the renewal case.

Open at the end: Marcus and Tom Ashdown were to send Jonathan mid-July call dates. The usage review call could also open a discussion beyond Starter. The reads do not show whether the connector failure was discussed in the renewal thread, or its root cause.

Data freshness: On 12 Mar 2025 a user reported candidate record notes not updating after the nightly refresh. Bethan Lister suggested a browser refresh and asked for examples if it persisted.

Data freshness: The ticket was rated low priority and took 13 days to solve. The read flags either slow customer follow-up or incomplete root-cause analysis, and notes the risk that staleness erodes confidence in accuracy.

User onboarding: On 20 Mar 2025 a new user could not log in with an access denied error. Connor Webb found the user needed activation in the admin panel before first login.

User onboarding: First response took 53 minutes and the ticket was solved the same day. Shannon had already verified the email address, which the read takes as familiarity with the admin panel.

Open at the end: The period holds only two reads, both tickets. The reads show no calls, emails, price or renewal talk, so nothing here shows the customer's view of value. The cause of the freshness delay is not established.

Kickoff: On 10 Oct 2024 Callie Brennan arranged an hour-long implementation kickoff with Shannon Lockwood. Shannon accepted and said Jonathan, the MD, would join because he is keen to see how it comes together.

Onboarding: On the 8 Oct 2024 call, Callie agreed a Thursday walkthrough of sample CRM and email data. The accounting credentials were pending because finance was stretched.

Mappings: On 15 Oct 2024 Callie walked Charlotte Haigh and Shannon through the client, role and invoice mappings. Charlotte was happy and Shannon said it was exactly what they need, but go-live depended on finance credentials.

Go-live: On 28 Oct 2024 Shannon said finance had finally sent the API key, and a full refresh was due that afternoon. Marcus was to run training on Tuesday, then take over day-to-day support with six-monthly check-ins.

Training: On 8 Nov 2024, a day after data went live, Callie covered search, dashboards, chat and manual refresh. Charlotte said she was impressed, and rollout to the team was released.

Commercial: The 28 Oct 2024 call mentions 15 users and a six-monthly check-in, which reads like Starter. The reads do not show the order form or tier, and no price, value or rival came up.

Open at the end: Charlotte was to send Marcus email addresses to set up users. She also wants an invoices-by-month dashboard. The evidence does not show how many people were given access.

Discovery: On 4 Jul 2024 Jonathan Marsden and Charlotte Haigh described client data scattered across a CRM, spreadsheets, emails and call notes. Tom Ashdown quoted Starter at £20k plus £6,000 implementation.

Demo: Tom asked for a demo on 16 Jul 2024 and the thread has no reply. The demo ran on 18 Jul 2024 with Hannah Lowe, and Hannah quoted Growth at £44k when Shannon Lockwood asked about outgrowing Starter.

Proposal: On 6 Aug 2024 Charlotte asked for a discount on the first year and wanted to consult Jonathan. Tom gave two different renewal timings, so the term date is unclear.

Price agreed: On 27 Aug 2024 Brenda Oldroyd said £26k works for them, with no discount sought. The same day Charlotte asked for the implementation timeline in an email, and Owen Tallis was to join a call.

Order form and billing: Tom sent the order form on 5 Sep 2024, and Jonathan said on 10 Sep 2024 he would sign. Invoice INV-169-0001 was sent on 10 Sep 2024 and INV-169-0002 on 23 Sep 2024.

Kickoff: On 30 Sep 2024 Callie Brennan opened the four-week implementation and said the order form was signed. Shannon is the single admin, and support was set at four business hours.

Open at the end: Payment of both invoices is not shown. Credentials were still due from the customer, go-live was pending, and the check-in cadence was described inconsistently.