Tarnbeck Insurance Brokers

This period holds one read, a connector sync ticket dated 11 Jun 2026.

Problem: Abbie Gaskarth reported that the CRM connector last synced about ten days earlier and was no longer picking up new contacts, although her systems appeared normal.

Handling: Olivia suspected rotated API credentials and asked the customer to coordinate with IT for new ones. Abbie confirmed that a security refresh had rotated the API keys.

Judgement: the read treats this as a high-urgency data freshness issue and a churn risk if the data stays stale. The ticket is tagged as a complaint.

Open at the end: the evidence does not show whether IT supplied new credentials or whether the connector resumed syncing. The follow-up to confirm both was still outstanding.

Renewal: Priya Raman sent the renewal order form at £20k on the same Starter terms on 20 Jan 2026. On 23 Jan 2026 Colin Airey said Tarnbeck was happy to go ahead and would return it signed that week.

Open item: the signed order form is not in the thread, so the renewal is not confirmed as executed. The contract was due to end on 29 Jan 2026.

Billing: Rachel Dunmore sent Jean Benson invoice INV-171-0003 on 22 Jan 2026, £20k net (£23k including VAT), due 21 Feb 2026. There was no customer response.

Marketing: on 19 Feb 2026 Alice Brewer invited Colin to a London Revenue leaders roundtable on 24 Feb 2026. No reply is shown.

Billing chase: on 2 Mar 2026 Rachel chased Jean because the invoice was unpaid after its due date, and asked for the PO number and a settlement date. The customer did not reply, and the reason for non-payment is not shown.

Support: on 27 Mar 2026 Abbie Gaskarth reported that the calls connector had not synced for over 24 hours. Olivia and Samir Haddad found an API timeout in the call recorder and retried the job.

Open at the end: the executed order form, payment of the invoice, confirmation that the connector resumed syncing, and better retry logic after the timeout.

Renewal outreach: On 31 Oct 2025 Daniel Okafor wrote to Colin Airey about the contract end on 29 Jan 2026 and said Priya Raman would lead the renewal conversation. The thread holds no reply from Colin.

Adoption check-in: Also on 31 Oct 2025, Rachael replied that the team were getting value, and a call was set for 10:00 on the Tuesday. On the 10 Nov 2025 call she said more people were asking their own questions and data seemed fresh.

Expansion: On that call Rachael declined expansion to another part of the business for now. No price or value was discussed, and Daniel said he would open a formal renewal conversation in the New Year.

Support: On 23 Dec 2025 Abbie Gaskarth asked for spreadsheet export of search results. Olivia said it is on the roadmap and passed it to the product team.

Renewal call: On 30 Dec 2025 Colin said use had lapsed after Rachael moved team in a restructure and nobody had picked it up. Jean Benson wanted an adoption plan before paying 19,500 again.

Open at the end: The contract was extended to end of February on the same terms, with no invoice in between. Colin was to nominate a business owner by mid-February, and the renewal is At risk without one.

Upsell: On 12 Sep 2025 Abbie Gaskarth, systems administrator, asked how to create a custom field to track client renewal eligibility. Connor Webb said the feature is restricted to Growth tier and above and offered to involve her CSM Daniel.

Event: On 15 Sep 2025 Alice Brewer invited Colin Airey, Managing Director, to the Revenue leaders roundtable in London on 23 Sep 2025. The thread holds no reply, so interest is not shown.

Billing: On 26 Sep 2025 Abbie said her first invoice differed from what was discussed at sign-up. Olivia Grant offered to verify the charges and check for discounts or add-ons, but the ticket closed without evidence of resolution.

People: On 30 Sep 2025 Rachael Dixon, Head of Operations, asked for a new team member, Sarah Thomas, to be set up. Olivia added her the same day and sent a password reset link, a sign of team growth.

Open at the end: the Growth upgrade conversation has no recorded start, the invoice discrepancy is unconfirmed as resolved, and the evidence does not show whether Colin attended or replied.

Contract: On 14 Jan 2025 Priya Raman sent Colin Airey a Starter order form at £26k covering implementation and the first year. Colin said he would sign that morning, but the executed copy is not in the thread.

Billing: Implementation invoice INV-171-0001 (£7,200 including VAT) was sent on 17 Jan 2025 and chased on 24 Feb 2025 after its 16 Feb 2025 due date. Subscription invoice INV-171-0002 (£23k including VAT) was sent on 30 Jan 2025 and flagged overdue on 10 Mar 2025. Neither thread has a customer reply.

Onboarding: The 7 Feb 2025 kickoff named Abbie Gaskarth as the only hands-on technical contact. Three connectors tested clean on 13 Feb 2025. On 21 Feb 2025 Abbie asked for a holiday let bookings object to be added.

Support: One ticket on 18 Feb 2025 reported slow searches, explained as normal first indexing.

Adoption: On 3 Mar 2025 Abbie and Rachael Dixon said they were not sure what the brain was for. On 6 Mar 2025 credentials were still missing and finance queried an overdue invoice. Training took place on 24 Mar 2025 with Rachael keen.

Open at the end: No customer reply on either invoice, the executed order form not seen, and adoption resting on Abbie and Rachael.

Scheduling: On 9 Oct 2024 Priya Raman asked Rachael Dixon for a demo on Tarnbeck's own data, and Rachael proposed Thursday at 10:00. On 8 Nov 2024 Priya asked for a proposal meeting and Rachael offered Monday at 15:00.

Demo: On the 14 Oct 2024 call Tarnbeck wanted renewals, claims and email in one place. Priya quoted Starter at £20k plus a £6,000 implementation fee, about four weeks.

Proposal: On the 15 Nov 2024 call Priya quoted £26k for the first year, 15 users and four weeks to implement. Signing by 16 Jan 2025 holds the terms, and Tarnbeck said it would reply by early January.

Negotiation: On the 18 Dec 2024 call Colin Airey said he was happy with the service levels, confirmed 30-day terms and agreed to sign. Asked about adding users later, he was told that is a Growth conversation at renewal, and Growth was quoted at 44,000 a year.

Open at the end: The evidence does not show an executed order form. SSO on Starter and custom dashboards were mentioned on calls, but the price book lists SSO as Enterprise and the dashboards builder as Growth, so the order form must state what Starter includes. The year-two terms promise was verbal.

This period holds one read, the 12 Sep 2024 discovery call between Priya Raman and Tarnbeck's Rachael Dixon and Colin Airey.

Problem: Rachael and Colin described CRM, renewals and claims data in three separate systems. Rachael called it a daily frustration, and the read quotes the firm as losing time and sometimes missing things.

Questions: Colin asked about set-up time, cost, data ownership and security. He said the firm is regulated.

Commercial: Priya quoted Starter at 19,500 a year plus a 6,000 implementation fee. She also said eight weeks of work, where Starter implementation is normally four weeks, so the read flags that for checking.

Tier: Priya said Enterprise might fit better given the regulation. The read says the evidence does not show a decision on tier.

Open at the end: a demo on Tarnbeck's own data, about two weeks out as Colin asked, still to be booked by Priya. She also still had to send the info pack with company background and case studies. The eight-week versus four-week point was unresolved.

Period: this digest rests on one read, a news item. There are no calls, email threads or tickets in the quarter.

22 Jan 2024: Insurance Daily reported that Tarnbeck Insurance Brokers, a Kendal-based broker serving farm, rural business and holiday let clients, posted strong results. A spokesperson said it continues to invest in technology.

Account effect: the read names no acquisition, new executive, restructuring or new product line. It judges the item to be general results coverage with low significance, and it does not by itself change the account.

Opportunity: the read suggests the stated technology investment may be worth a mention at the next call.

Open at the end: nothing is recorded as open. The evidence does not show any customer voice, usage, support or contract activity in the quarter.