Tilden Marsh Logistics

Onboarding: on the 2 Apr 2026 call Hamza told Angela Kowalski and Brittany Hayes that all four connectors were live and validated. Training was booked for the following Tuesday, with all 40 licensed users to be provisioned afterwards and Marcus Bell taking over adoption.

Training: on 14 Apr 2026 Hamza Akhtar trained about twenty staff for 84 minutes, using the customer's own exceptions-in-transit data. Angela found it intuitive and had no concerns, and a check-in with Marcus was promised for the following month.

Support: on 6 May 2026 Brittany asked for best-practice guidance on searches and dashboards. Kate Ormerod sent guides and pointed to the CSM's first QBR for deeper training; the ticket was resolved.

Incident: on 27 May 2026 Angela reported the CRM connector had stopped syncing, calling it critical to operations. Bethan Lister traced it to an API rate limit issue on BG-Demo's side, fixed it within hours and confirmed data would resume in the next refresh.

Other: on 3 Jun 2026 Alice Brewer invited Brittany to the London Customer Day on 11 Jun 2026. The thread holds no reply, and attendance is not shown.

Open at the end: adoption beyond the first twenty attendees is unproven, and no named success measure or date for first value appears. The rate limit fault may recur without monitoring, and the first QBR is still ahead.

Proposal: On 8 Jan 2026 Jordan Pike walked the CFO, Gerald Szabo, through Growth at sixty-two thousand for year one. Jordan said freshness misses are credited and year two renews at the same price, which Growth terms may not support.

Negotiation: On 27 Jan 2026 Gerald worried about paying for a build and not seeing value. Owen Tallis said Growth credits uptime only and promised payment terms and service levels in writing.

Order form: On 29 Jan 2026 Jordan quoted £62k and Angela Kowalski asked to start with 30 users. Matteo Ricci sent the order form on 9 Feb 2026 and Gerald said he would sign next day; the signed copy is not shown.

Billing: On 12 Feb 2026 Rachel Dunmore sent INV-174-0001 for £12k, due 14 Mar 2026, asking for a PO number. On 25 Feb 2026 she sent INV-174-0002 for £50k, due 27 Mar 2026. Payment is not shown.

Onboarding: Kickoff was 27 Feb 2026, with Brittany Hayes as access contact. On 17 Mar 2026 an expired CRM token caused a connector failure, fixed by the customer. By 27 Mar 2026 three connectors were live and duplicate invoice records were suppressed.

Open at the end: The call recorder vendor had not delivered access, so training was not held. The order form signature, payments, the PO number and the freshness and renewal-price promises remain unconfirmed.

Discovery: on 3 Dec 2025 Matteo Ricci ran discovery with Angela Kowalski and Gerald Szabo. Reps search across the CRM, call recordings and a spreadsheet for about two hundred shippers. Pricing was deferred until after a demo.

Scheduling: on 17 Dec 2025 Jordan Pike asked Angela for a demo the following week. Angela said that week was packed and suggested the week after, Monday or Tuesday morning.

Demo: on 22 Dec 2025 Jordan and Hannah Lowe showed the brain on Tilden Marsh data to Angela and Brittany Hayes. It was positioned as Growth tier with four connectors and 40 users. Brittany probed freshness, connector breakage and security, and Angela found Slack indexing interesting.

Proposal: also on 22 Dec 2025 Jordan sent the Growth proposal and asked for a walk-through with Gerald. Brittany said they would review with Gerald and respond early in the new year.

People: Gerald was absent from the demo and the proposal thread. Angela must check the timeline with him.

Open at the end: the proposal is an open item, not agreed paper. No budget, sponsor or signature date is stated by the customer. The 11 Feb 2026 close date was BG-Demo's framing, not a customer commitment.