Fulford Ings Software

Outreach: Alice Brewer invited Harry Kitching to the London Customer Day on 11 Jun 2026 in an email dated 23 May 2026. The thread holds no reply, so interest is not shown.

Support: on 27 May 2026 Harry asked how to filter search results by date range. Bethan pointed him to the date controls on the left of the search page, and Harry confirmed they worked.

Data quality: the ticket opened on 2 Jun 2026 reports duplicate customer records and missing recent call data after a sync issue the previous week, which affected reporting. Kate cleared the duplicates and asked for specific customer names to investigate the call data gap. The first response came after 823 minutes and the ticket took 24 days from opening to closure.

Outreach: on 27 Jun 2026 Alice invited Maureen Ellis to the 16 Jul 2026 webinar on connecting support and sales data. Again there is no customer response in the thread.

Open at the end: the read does not show whether the customer names were supplied or whether the missing call data was found. Neither invitation had a recorded answer.

Support: On 20 Mar 2026 Harry Kitching asked how to group support tickets by type in search results. Bethan Lister pointed him to the Group by option in the query builder, below the filters.

Support: On 25 Mar 2026 Harry asked how to set permissions for a new user. Kate Ormerod explained that the user is created in the admin panel first, then read or read-write permissions are assigned per connector.

People and sentiment: On 23 Mar 2026 Amara Obi held her first check-in as CSM with Eleanor Pickering. Eleanor said the team uses the brain to check support tickets against usage, that nothing is broken, and that they are pleased.

Commercial: Amara said the 15 licensed slots are used by only a handful of people, so there is room to grow at no cost. No price or renewal was discussed.

Risk: Amara said a few people drive much of the volume, which is a key-person risk. The relationship with the CSM is also new.

Open at the end: Amara is to raise the ticket and usage drill-down request with the product team and report back to Eleanor. She is also to run the next check-in, described as a QBR in the spring.

Order form: On 2 Oct 2025 Lewis Kerr sent the Starter order form for £26k, and William Coultas said finance had approved and the PO was being raised. He gave no PO number or signing authority, and the executed copy is not in the thread.

Billing: On 7 Oct 2025 Rachel Dunmore sent invoice INV-173-0001 for implementation, £7,200 including VAT, due 6 Nov 2025. On 20 Oct 2025 she sent INV-173-0002 for the first-year subscription, £23k including VAT, due 19 Nov 2025. Neither thread shows a reply, a PO number or payment.

Kickoff: The 24 Oct 2025 call confirmed four connectors: CRM, ticketing, email and the knowledge base. Eleanor Pickering may add a couple more users, and Harry Kitching is the only admin named.

Support: On 29 Oct 2025 Harry asked how to set up connectors, and Olivia Grant advised CRM first, then tickets, then calls.

Training: On 14 Nov 2025 Laura Penhaligon and Eleanor agreed a session, and it ran on 24 Nov 2025 with only Eleanor and Harry attending. Eleanor asked about dashboards, which sit in Growth, and a customer-facing portal, which Laura called custom work.

Open at the end: Payment and PO confirmation are not evidenced. The Growth dashboards question and the single-admin dependency remain open.

Demo: On 1 Jul 2025 Sophie Ling asked Eleanor Pickering for a demo on her own data, and Eleanor agreed. On the 3 Jul 2025 call Eleanor said "We want to move forward", with the tier framed as Growth and an eight-week build.

Connectors: Anya Petrova quoted four connectors for Growth, but the Growth allowance is eight. The order form should state it plainly.

Proposal: On 7 Aug 2025 Sophie quoted Starter at £20k subscription plus £6,000 implementation. Eleanor raised dashboards, which sit in Growth, and said she would review with her team and finance.

Negotiation: On 5 Sep 2025 William Coultas and Maureen Ellis reviewed the Starter proposal with Sophie and Owen Tallis. William asked about ROI, the four-business-hour response and lock-in; no success measure was agreed.

Finance: The same day Sophie emailed a Starter proposal for £26k. Maureen asked how the cost splits and said she would revert early the following week.

Open at the end: The proposal was unsigned, the order form and MSA were awaiting review, and the tier moved from Growth to Starter without a reason in the reads. The ROI case was undefined.

Outreach: On 14 May 2025 Sofia Marchetti invited Harry Kitching to a London roundtable on 27 May 2025 for customer success and support operations leaders. The thread holds no customer response, so interest is not shown.

Discovery: On 5 Jun 2025 Sophie Ling ran a discovery call with Eleanor Pickering and William Coultas. They use a CRM, their own ticketing system and a Snowflake warehouse.

Customer view: Eleanor said their data is scattered and agreed to see a demo. William asked about users and cost, and the read rates the mood as positive.

Commercial: Sophie steered them to Growth for thirty people, though Eleanor named about a dozen. The call read says the first-year figure quoted, given there in words as twenty-five thousand five hundred, sits well below the Growth list price plus the £12k implementation fee.

Open at the end: The demo, the follow-up with pricing, a named technical contact and the security review are all outstanding. The price needs reconciling with the price book, and the tier fit is not settled. The evidence does not show any outcome.