Stainmore Haulage

Renewal scheduling: On 2 Oct 2025 Marcus Bell asked Ronald Hetherington for a 30-minute renewal call before the end of October. Ronald replied on 3 Oct 2025 that a Friday morning works, with no comment on price, scope or value.

Renewal call: On 7 Oct 2025 Tom Ashdown and Marcus walked Ronald, Shirley Bowman and Glenys Routledge through a like-for-like Starter renewal at £20k. Nobody raised a problem.

Customer view: Shirley uses the brain daily and says it does the job. Glenys called support quick.

Commercial: Ronald asked about a discount and Tom confirmed there is none on renewals, as discounts apply to the first term only. Glenys said billing details are unchanged and she can turn the form round quickly.

Support: On 30 Oct 2025 Aaron Graham reported that the CRM connector had been syncing smoothly for several days after earlier critical failures, and Bethan confirmed the status. It was the third connector-related ticket from Aaron in under four months.

Open at the end: The evidence does not show whether the order form was signed. Use is steady rather than growing, with three or four traffic team users, so the value case is thin if a later Starter renewal after 1 Jul 2026 moves to the v2 list, +12.8%.

Users: on 2 Jul 2025 Aaron Graham asked for a new traffic office user with standard access. Bethan said she could provision within one day and it was solved on 8 Jul 2025; the read treats it as an upsell signal.

Connectors: the CRM connector stopped syncing on 10 Jul 2025, and Connor responded after 698 minutes with no documented cause. It was solved on 21 Jul 2025.

Credentials: on 14 Jul 2025 the CRM connector went offline again. Connor Webb found the API credentials had expired on the customer side and escalated to Ewan Pryce, Head of Platform; the resolution is not shown.

Security change: on 8 Aug 2025 the connector stopped loading records after Stainmore's security policy change revoked its credentials. Jake Fennell rebuilt the authentication flow and it was resolved by 11 Aug 2025. The read recommends a credential change notification protocol.

Renewal: on 29 Aug 2025 Marcus Bell wrote to Ronald Hetherington ahead of the 27 Nov 2025 Starter renewal. He noted lower recent activity and asked for a 30-minute call. There is no reply in the thread.

Support: on 10 Sep 2025 Aaron reported search for 'Ford' returning 'BMW'. First response took 432 minutes, it was solved on 17 Sep 2025, and the root cause is not shown. On 18 Sep 2025 Shirley's dashboard export question was answered and solved on 22 Sep 2025.

Open at the end: the reason for lower usage, the call with the managing director, and credential change coordination.

Adoption: on 9 May 2025 Aaron Graham asked about building a custom traffic office dashboard. He found the tutorial video himself and needed help with formula syntax.

Adoption: Olivia Grant offered to walk through a formula example, and the ticket was solved on 19 May 2025. The read treats it as an expansion signal, since dashboards are a Growth tier feature and the customer is on Starter.

Data quality: on 4 Jun 2025 Aaron reported duplicate customer records with slightly different information, marked high priority. Bethan and Felix, Senior Platform Engineer, found the duplicates came from a previous merge in the customer's own CRM, not from BG-Demo's sync.

Data quality: BG-Demo offered to deduplicate on its side, and the ticket was resolved within one day.

Engagement: on 15 Jun 2025 Alice Brewer invited Glenys Routledge, the bookkeeper, to a webinar on Thursday 19 June 2025 at 14:00 UK time. There was no reply and no follow-up is recorded.

Data quality: on 17 Jun 2025 Aaron reported duplicate vehicle IDs in dispatcher records. First response took 904 minutes, slow for normal priority, and the ticket was solved on 1 Jul 2025 with the resolution steps not documented.

Open at the end: no ticket was open at the end of the quarter on the evidence given. The cause of the vehicle duplicates is not shown, and Aaron is a frequent reporter of data issues.

Overdue invoice: on 13 Jan 2025 Rachel Dunmore, Finance Manager, chased Glenys Routledge for INV-181-0003 (£20k), issued on 22 Nov 2024 and due on 22 Dec 2024.

Escalation: on 5 Feb 2025 Rachel wrote again, describing the invoice as £20k net and £23k gross and over six weeks overdue. She asked for payment or contact.

Customer view: neither thread holds a customer response. The evidence does not show a dispute, a reason for the delay or a payment date.

Weighing: this is a money signal only. Both reads advise checking accounting and the executed order form before reading Stainmore Haulage as unhappy, since a withheld invoice may be a billing or process issue.

Open at the end: INV-181-0003 was still unpaid as of the 5 Feb 2025 thread. The period holds no later read showing payment, a call or a reply. Rachel was to seek a payment date or a direct conversation and verify the invoice against the order form.

Support: On 1 Oct 2024 Shirley Bowman reported a search field that did not clear properly. First response took 855 minutes and the ticket was solved on 9 Oct 2024, with the resolution steps not shown.

Renewal: On the 25 Oct 2024 call Shirley said the brain saves her about an hour a day. The Starter renewal was at £20k, same terms as the previous year, and Ronald Hetherington asked whether it makes a financial difference.

Commercial: Three users sit well inside the 15-user Starter limit. The value case rests on Shirley's own estimate, and she is the heaviest user.

Support: On 15 Nov 2024 Aaron Graham asked for complex search syntax help and Connor Webb replied in 14 minutes. The read treats this as a sign of healthy adoption.

Renewal: On 20 Nov 2024 Tom Ashdown sent the 12-month order form at £20k. On 22 Nov 2024 Ronald said he would return it signed that day.

Billing: On 22 Nov 2024 Rachel Dunmore sent invoice INV-181-0003 (£20k net, £23k total, due 22 Dec 2024) and asked Glenys Routledge for the PO number.

Support: On 25 Nov 2024 Shirley reported that the CRM connector had stopped refreshing. Connor replied after 279 minutes and it was solved on 28 Nov 2024.

Open at the end: On 30 Dec 2024 Rachel reminded Glenys that INV-181-0003 was unpaid, with no customer reply. The signed order form is not in the thread, and the cause of late payment is not shown.

Support: on 1 Jul 2024 Aaron Graham reported search results not showing new records. Bethan suggested logging out and in, and the ticket was solved on 10 Jul 2024. The root cause is not confirmed.

Usage: on the 28 Aug 2024 call Marcus Bell raised a drop in activity since May. Shirley Bowman had not realised and blamed staffing changes and a stretched admin, Aaron.

Customer view: Shirley said the tool is valuable when used. She said probably Starter for now at the November renewal, which the call read treats as a soft commitment, not a decision.

Renewal: on 29 Aug 2024 Marcus proposed a call for the Starter renewal due 22 Nov 2024. Ronald Hetherington did not book one and asked for the fee and terms, and Marcus quoted £20k on the same terms.

Support: on 17 Sep 2024 Shirley asked how to filter results by date range. Bethan answered in 140 minutes and the ticket was solved on 30 Sep 2024.

Open at the end: the renewal was unsigned. Tom Ashdown was to send the contract, and the evidence does not show whether a call was booked. Marcus was to hold a refocusing session with Shirley and diary the renewal conversation. Usage still rests largely on Aaron, a key-person risk.

Check-in: On 7 May 2024 Marcus Bell held a routine check-in with Shirley Bowman. Usage was climbing, questions were up month on month, data freshness was clean and there were no tickets.

Commercial: Marcus offered to bring more people on and Shirley declined for now, saying more users may come later. Seats are within the 15 included on Starter, so there is no upgrade pressure.

Engagement: On 29 Apr 2024 Nell Ashcombe invited Shirley to a webinar on 16 May 2024. On 17 Jun 2024 she invited the bookkeeper, Glenys Routledge, to a webinar on 20 Jun 2024. Neither thread shows a customer response, so interest is not shown.

Support: On 25 Jun 2024 Aaron Graham reported slow search performance. Bethan Lister asked him to retry and report back, and the ticket was marked solved on 9 Jul 2024 with no documented resolution.

Open at the end: The renewal is flagged for November and Marcus plans to reach out a few months ahead. Shirley raised no needs or goals, so value and price are untested. The cause of the slow search is not recorded.

Billing: On 4 Jan 2024 Nell Ashcombe reminded Glenys Routledge that INV-181-0002 (£20k) was due 28 Dec 2023 and unpaid. On 5 Jan 2024 she called INV-181-0001 (£6,000), due 15 Dec 2023, significantly overdue.

Training: On 15 Jan 2024 Callie Brennan trained Shirley Bowman and Aaron Graham. Shirley said they had not done much since go-live and felt daunted, and the account moved to the CSM.

Billing, continued: On 18 Jan 2024 Nell chased INV-181-0002 again, three weeks overdue, with no reply. On 29 Jan 2024 she chased INV-181-0001, and on 1 Feb 2024 Glenys blamed an internal accounts mix-up and promised payment by Friday.

Support: On 7 Feb 2024 Shirley asked to add a traffic office team member, and Callie sent the standard provisioning steps. On 15 Mar 2024 Aaron asked for CSV export of search results; Bethan logged it in the backlog and offered a copy and paste workaround.

Open at the end: The reads do not show that either invoice was paid. Aaron is the only named admin and Shirley the only named daily user. The tier and contract terms are not shown.

Sales: Shirley Bowman said on 11 Oct 2023 that the company was definitely interested after the demo. On 12 Oct 2023 Ronald Hetherington agreed to proceed with the Starter proposal at £20k a year plus a £6,000 implementation fee.

Contract: On 30 Oct 2023 Owen Tallis joined a call on the order form, with a one-year term, automatic renewal and 90 days' notice. Ronald signed the £26k order form under an hour after Tom Ashdown sent it on 10 Nov 2023.

Billing: Nell Ashcombe sent INV-181-0001 for £6,000 plus £1,200 VAT on 15 Nov 2023, due 15 Dec 2023. She notified the £20k subscription invoice on 28 Nov 2023, due 28 Dec 2023.

Onboarding: The kickoff on 6 Dec 2023 set a four-week plan, with Aaron Graham as admin and Dave in IT needed for sign-off. Aaron asked on 11 Dec 2023 about service account credentials, and Callie Brennan advised a dedicated account.

Blocker: On 14 Dec 2023 and 27 Dec 2023, Snowflake read-only access was still outstanding after two chases of IT. Shirley agreed to ring Dave both times, and the tone stayed cooperative.

Open at the end: The Snowflake access and go-live were unresolved. On 22 Dec 2023 Nell chased the £6,000 invoice, a week past due, with no reply. The evidence does not show payment of either invoice.

Discovery: on 5 Sep 2023 Tom Ashdown ran discovery with Shirley Bowman and Ronald Hetherington. Shirley said she loses at least half her day searching across a spreadsheet, the CRM and phone calls.

Pricing: Tom pitched Starter and quoted twenty-five thousand five hundred pounds for the first year, implementation and subscription bundled. He said year two moves to standard list price, and the call did not discuss what year two would cost.

Demo visit: on 18 Sep 2023 Tom asked to show Shirley the brain on her traffic office data. She offered Monday or Tuesday and Tom confirmed Monday at 10:00.

Demo: on 25 Sep 2023 Tom and Tobias Renwick demoed the chat interface to Shirley. She said it would save hours a week and wanted dashboards to show the bosses, which were parked for a later call.

Open at the end: Tom owes Shirley a Starter proposal and a note on Roadway export options, since Roadway, the dispatcher, is not a supported connector. The budget holder is unknown, as only Shirley was on the demo call, and Ronald had asked about cost and timeline on 5 Sep 2023.