Saltia Hardware Distributors

Support: on 1 Apr 2026 a user reported search returning roughly half the expected customer records, possibly missing older data. Bethan asked for customer details to diagnose, nothing further was recorded, and the ticket was resolved on 17 Apr 2026 without a documented outcome.

Renewal: on 15 Apr 2026 Riley Tran questioned an invoice higher than the previous year's. Kate explained the renewal had moved to current pricing and offered a detailed breakdown for Riley to take to his finance team. The read describes the customer as seeking understanding rather than rejecting the price.

Marketing: on 10 Apr 2026 Alice Brewer invited Grant Mattner to the webinar on 16 Apr 2026. On 20 May 2026 she invited Riley to the Customer Day on 11 Jun 2026 in London. Neither thread shows a customer response, so interest and attendance are not shown.

Support: on 24 Apr 2026 Jacinta's browser crashed when she exported a large batch of records to CSV and the platform became unresponsive. Kate responded in 58 minutes and escalated to engineering (Arjun). The read rates it a high-urgency bug in a core function.

Open at the end: the export crash has no recorded fix. The pricing breakdown for Riley and his finance team is a next step, and its sending and the customer's acceptance are not shown. The cause of the incomplete search results is not documented.

Deal: On the 6 Jan 2026 call Grant Mattner accepted Starter at £22k plus a £6,000 implementation. The 20 Jan 2026 thread shows an order form at a £28k fixed fee, and no signed copy is shown.

Billing: Invoice INV-179-0001 for £6,000 was issued on 23 Jan 2026, due 22 Feb 2026. Invoice INV-179-0002 for £22k was issued on 5 Feb 2026, due 7 Mar 2026.

Kickoff: The 10 Feb 2026 kickoff set a four-week plan for Salesforce and Xero and confirmed renewal on 5 Feb 2027, which is booked, not held. Riley Tran is the only admin. The 18 Feb 2026 onboarding call planned CRM and helpdesk connectors with go-live in mid-March.

Support: Jacinta Hoad reported slow queries on 26 Feb 2026, and the first response took over 12 hours. Riley hit a filter issue on 4 Mar 2026 and a Salesforce authentication timeout on 11 Mar 2026. On 2 Mar 2026 the CRM connector test failed on a permissions error.

Billing chase: Rachel Dunmore chased INV-179-0001 on 2 Mar 2026 and INV-179-0002 on 16 Mar 2026, asking for the PO number. Neither thread shows a reply.

Adoption: On 13 Mar 2026 Laura Penhaligon called usage minimal. Training ran on 23 Mar 2026, and Jacinta called three systems "a nightmare". On 27 Mar 2026 she was building a dashboard.

Open at the end: Payment of both invoices, the executed order form and the fee discrepancy, and the single admin.

Discovery: On 19 Nov 2025 Lewis Kerr spoke with Jacinta Hoad and Grant Mattner. Staff jump between three or four systems for each store query, and Lewis proposed Starter at £28k for year one including implementation.

Risk at discovery: Grant questioned the £28k upfront figure. The custom shipping system needs an API review before a connector can be promised.

Demo: On 8 Dec 2025 Lewis and Hannah Lowe demoed three connectors on Saltia's own Snowflake. Jacinta expects six to eight users and said the team would talk it over; no price or decision date was given.

Follow-up: In the 10 Dec 2025 email thread Riley Tran said they can see the potential and would align with Jacinta and the wider team. Jacinta did not reply, and Lewis promised implementation options.

Proposal: On 24 Dec 2025 Lewis walked Jacinta through the proposal. She confirmed £6,000 implementation and £22k for the first year, with renewal quoted at £22k, and asked about extra connectors, support and lock-in.

Terms: Lewis described month-to-month terms after year one with 30 days' notice and email support with a 24-hour response. The executed order form, not the call, will decide those terms.

Open at the end: The proposal is unanswered. Jacinta was to review it with Grant and the finance team and reply early the following week. The evidence does not show whether Saltia signed.

News: the 25 Apr 2025 Wholesale Trade Weekly item reported that Saltia Hardware Distributors is restructuring its workforce for efficiency. It did not give the number of roles affected.

Data: the same item says store account, delivery and credit data are being consolidated into unified workflows. The read notes this may raise the value of a single data layer.

Risk: the read judges that staff cuts may reduce active users or remove the champion. It rates the item as medium significance and relevant to the renewal.

Open at the end: nothing in the period confirms which contacts remain, current user numbers or who owns the renewal. The read's suggested next step is to confirm current contacts and user numbers with the account.

This is the only read in the period. There are no calls, email threads or tickets, so the customer's own voice and sentiment are not shown.