Wellbrook Facilities

Renewal: on 2 Apr 2026 Priya Raman sent Clive Wardle the renewal order form for Starter at £20k. Clive asked whether the price matched the current contract and Priya said it was exactly the same.

Renewal: Priya asked for the signed copy back by end of week. The thread shows no signature and no renewal start date, so it does not show whether the v2 list of £22k could apply.

Billing: on 17 Apr 2026 Rachel Dunmore sent Tina Goddard invoice INV-170-0004 for £23k including VAT and asked for confirmation of receipt. There is no customer response in the thread.

Marketing: on 20 May 2026 Alice Brewer invited Anita Mistry, Head of Contract Management, to a revenue leaders roundtable in London on 26 May 2026. There is no reply, and the evidence does not show whether Anita attended.

Open at the end: the order form is unsigned in the evidence, and the invoice receipt and payment are unconfirmed. Clive's tone was positive, but his price check shows attention to cost. The evidence does not show who signed or when the renewal started.

Usage: On 6 Jan 2026 Marcus Bell flagged on a check-in call that only one or two people were active most days. Anita Mistry said a colleague doing many day-to-day queries had left and a new contract manager was expected.

Outreach: On 7 Jan 2026 Marcus emailed about falling active users. Anita replied within 30 minutes that there had been changes on their side, without saying what.

Support: On 19 Jan 2026 a ticket covered accidentally deleted records. Connor explained they return on the next sync if the source data still exists.

Renewal: On 30 Jan 2026 Marcus opened the Starter renewal at £20k with CFO Clive Wardle, who agreed to talk without commenting on price. On 13 Mar 2026 a call with Priya Raman was set for Monday at 14:00.

Support: On 12 Mar 2026 a ticket reported a dashboard showing stale data after an export. Arjun deployed a fix for a cache bug.

Renewal: On 17 Mar 2026 Clive chose to stay on Starter at 19,500 a year as they are still light users. Anita said they get good value from Starter, and Marcus quoted usage about 9 percent higher than the quarter before.

Open at the end: The signed order form was due by 8 Apr 2026 for a term starting 1 May 2026, and no read shows it signed. Growth was parked, not rejected, and no hiring date for the new contract manager is known.

Webinar: On 6 Oct 2025 Alice Brewer invited Anita Mistry to a 16 Oct 2025 webinar for facilities and contract management data leads. The thread holds no reply, so interest is not shown and the evidence does not show a confirmation.

Feature request: On 4 Dec 2025 Rakesh asked for bulk edit so he could update the same field across several records at once. Olivia confirmed it is planned for the new year and flagged his use case to the product team.

Customer view: Rakesh's response was positive and satisfied. The ticket read treats the request as low urgency and as a sign of engagement with the product roadmap.

Open at the end: Nothing is shown as unresolved. The bulk edit feature was still a roadmap item, with no delivery date in the reads, and the webinar link depended on a confirmation that is not shown. The reads say nothing about usage, price or renewal.

Support: On 2 Jul 2025 Rakesh Solanki asked how to filter tickets by date and Bethan Lister explained the steps, which worked. On 3 Jul 2025 he could not save a dashboard; a full logout and login fixed it the same day and he thanked Bethan.

Check-in: On the 12 Sep 2025 call Marcus Bell asked about an earlier usage dip. Anita Mistry put it down to colleagues on longer leave, said there were no refresh problems and called the brain a good tool for what they need.

Commercial: Anita said fifteen users is right for now and no headcount growth is planned, so there is little upsell headroom. Marcus noted the renewal is in May.

People: Anita reads as the champion; Rakesh is an active user who is building dashboards.

Open at the end: Marcus is to schedule an afternoon training session on filters and saved searches for early October and send an invite. He is also to check back a couple of months after the training. Usage is mainly basic search and not everyone knows about saved filters. The leave explanation for the dip is Anita's, not confirmed by usage data in these reads.

Support: On 2 Apr 2025 two new team members were provisioned, with a first response in 102 minutes. On 7 Apr 2025 a how-to ticket on exporting search results was solved at once.

Connector: On 3 Apr 2025 Rakesh Solanki reported the Zendesk connector had stopped pulling records. Connor Webb found an expired API key and issued a new one, and syncing resumed on 14 Apr 2025.

Renewal: On 10 Apr 2025 Priya Raman sent Clive Wardle a renewal order form for the same Starter tier and pricing. Clive said on 14 Apr 2025 that it was signed and sent, but the executed form is not in the thread.

Billing: On 17 Apr 2025 Rachel Dunmore sent invoice INV-170-0003 for £20k, covering 1 May 2025 to 30 Apr 2026, due 17 May 2025. Payment is not shown.

People: On 13 May 2025 Sofia Marchetti invited Clive to a finance roundtable on 27 May 2025. No reply is shown.

Check-in: On 27 May 2025 Anita Mistry said usage fell about 15 per cent because a colleague moved teams. She said the team uses about a third of its 15 seats and sees no rush to expand.

Open at the end: On 23 May 2025 a helpdesk connector stopped syncing, likely after the customer regenerated its API token. Data stayed stale until reconnected, and the read does not show the fix.

Renewal outreach: On 30 Jan 2025 Marcus Bell opened talks on the Starter contract ending 30 April 2025, citing 15 licensed users and an annual fee of £18k. Clive Wardle, the CFO, replied on 3 Feb 2025 that mid-April would suit, without comment on price or value.

Usage: On the 3 Feb 2025 check-in, Anita Mistry said question volume was quieter than in October but the brain still beats spreadsheets. She reported no connector problems and no tickets, and said they are nowhere near the user or connector limits.

Price: Marcus told Anita the renewal stays at £20k for the same tier, with paperwork due at the beginning of April. Marcus flagged a falling habit of asking as the real risk.

Renewal call: On 20 Mar 2025 Marcus and Priya Raman took Clive and Tina Goddard through Starter at £20k, annual in advance. Clive said the value is there and that he would check with finance.

Commercial: Tina asked whether a longer commitment would earn price flexibility. Priya said discounts are first term only and pointed to Growth as a different conversation.

Open at the end: The order form was not shown as signed. Priya was to send it by the end of the week, and finance sign-off was pending. Question volume was still the watch point.

Check-in: On 4 Oct 2024 Marcus Bell reviewed usage with Anita Mistry. Questions had moved from light in July to regular, from several contract managers, and Rakesh built a page.

Commercial: Marcus raised Growth at £44k against £20k for Starter. Anita said Starter does what they need and she would consider Growth only if adoption hits the ceiling.

Watch: A team member's ticket-status question returned an unexpected result and was never reported. Marcus offered to fix what looks like an unmapped status value.

Support: On 11 Nov 2024 Bethan Lister traced duplicate Leicester office site entries to the source system sending the record twice. First response took 918 minutes at low priority, and it was resolved in 4 days.

People: On 19 Nov 2024 Rakesh Solanki asked how to onboard a new team. Bethan sent the onboarding guide and offered a walkthrough, which signals planned expansion and a possible seat upsell.

Open at the end: The slow search ticket opened 18 Dec 2024, with searches taking 30 seconds or more. Arjun Nair was brought in on a suspected query issue, and it was solved 9 Jan 2025. The record does not show the fix or the customer's tier.

Support: the 12 Sep 2024 ticket covered the Zendesk connector, which stopped loading ticket data. Bethan Lister traced it to an expired API authentication token on the customer's Zendesk account, and Rakesh Solanki regenerated the key to restore sync.

Support: the read notes resolution took 26 days from report to solve. It flags data staleness risk even though the cause was on the customer side.

Support: on 26 Sep 2024 Rakesh reported that the audit records connector had stopped syncing, with no data for about a week. Bethan confirmed it was not loading recent records and asked him to re-authenticate, first responding in 234 minutes.

Pattern: both tickets are connector failures tied to authentication, raised by the same customer contact within two weeks.

Open at the end: the audit records ticket was solved on 30 Sep 2024 and closed on 4 Oct 2024. The read does not show the customer's reply or whether re-authentication restored the sync, so the audit data may still have been stale.

Contract: On 15 Apr 2024 Priya Raman sent Clive Wardle the Starter order form at £24k, and he said he would sign it that day. The thread does not show the executed copy.

Billing: Nell Ashcombe sent INV-170-0002 on 1 May 2024, for £21k in total, due 31 May 2024. The implementation invoice INV-170-0001 (£7,200 in total) was sent on 18 Apr 2024, due 18 May 2024, and implementation was to begin on payment. Neither thread shows a customer reply or payment.

Onboarding: On 13 May 2024 Rakesh Solanki sent credentials for three systems within two days. The 8 May 2024 kickoff call set a four-week plan, and Rakesh asked about adding connectors later, an early expansion signal.

Go-live: On 21 May 2024 Callie Brennan walked Rakesh through the four connectors. Only the Salesforce count was checked independently, and she warned that an IT password reset would break a connector.

Adoption: At the 5 Jun 2024 training Anita said she was not really using the brain yet. Dashboards were deferred because Starter has no full builder, a possible Growth conversation.

Support: One ticket on 31 May 2024 covered a new user who could not log in. Bethan Lister responded in 130 minutes and it was resolved within 4 days.

Open at the end: Executed order form and payments unconfirmed. Adoption had not started, and Rakesh was the only admin named.

Discovery: On 22 Jan 2024 Anita Mistry described juggling three systems across about thirty contracts, and Clive Wardle raised audit risk. Priya Raman spoke a Starter price of £24k for the first year, not written paper.

Proposal: On 24 Jan 2024 Priya emailed a Starter proposal at £24k. Clive was keen but wanted finance to review the commercial terms.

Demo: On 9 Feb 2024 Anita and Rakesh Solanki saw the demo. Anita called it a huge time saver, and Rakesh's condition was that data stays in their Snowflake account.

Proposal walkthrough: On 5 Mar 2024 Priya quoted £6,000 implementation and £20k a year, but a first-year total of £24k that does not match those parts. On 6 Mar 2024 Anita said Clive still had to review the statement of work.

Negotiation: On 25 Mar 2024 Clive, Tina Goddard and Anita agreed to move forward. Tina's condition was that the renewal stays at £20k, and Priya confirmed the first renewal at list price with no increase.

Other: On 15 Mar 2024 Nell Ashcombe invited Tina to a webinar on 21 Mar 2024, with no reply.

Open at the end: No signature is shown. The renewal promise sits outside the later v2 price book, and the first-year total was never reconciled.