Whitlingham Wealth

Renewal: On 1 Oct 2025 Daniel Okafor told Hugo Bacon the renewal window was open, and Hugo offered a Tuesday or Wednesday afternoon call without giving a view on renewing. On 6 Oct 2025 Priya Raman set out a flat renewal on Growth at £40k with 40 users, renewing on 22 Nov 2025.

Customer view: Hugo said the brain had resolved the problem they had before. Felicity asked for scheduled daily reports and said they are happy as is.

Commercial: Terence Pegg asked about a price increase and Priya said the same terms hold. Extra users or another connector were raised, and Felicity said they would review internally.

Support: On 23 Oct 2025 a high-priority ticket reported duplicate customer records from the CRM connector, answered in 30 minutes and escalated to the Head of Platform. The customer applied temporary deduplication as a workaround.

Support: On 4 Nov 2025 Felicity asked how to set up alerts on dashboard metrics and was answered after 145 minutes, which suggests growing use of dashboards.

Open at the end: The evidence does not show whether the order form was signed by 27 Oct 2025. The permanent fix for the connector duplication was still needed.

Support: on 1 Jul 2025 Daisy reported duplicate July transactions on a dashboard chart. The cause was a display issue on the customer's side that Daisy resolved herself, though first response took 949 minutes.

Renewal: on 22 Aug 2025 Daniel Okafor opened the renewal conversation with Hugo Bacon, Managing Director. Hugo said the team uses the brain but usage has dropped off a bit since the summer, and asked for a call by the end of next month.

Commitment: Daniel promised to send dates for the renewal call by the end of the following week. The thread does not show what Hugo intends at renewal.

Support: on 18 Sep 2025 Daisy asked how to share a dashboard beyond the client service team. Olivia explained the Share button and access controls, with a response time of 81 minutes.

Product: on 30 Sep 2025 Felicity, a head of department, asked for CSV export of query results to cut manual copying into spreadsheets. Bethan logged it as a feature request.

Open at the end: the renewal call was not yet confirmed in the reads, the usage dip was unexplained, and the CSV export request was with the product team.

Access: On 16 Apr 2025 Daisy Howes asked for elevated permissions for advisors with wider responsibilities. Olivia Grant first replied at 23:22, 914 minutes after creation; the ticket was solved on 15 May 2025 and closed on 19 May 2025.

Data quality: On 7 May 2025 Daisy reported that the back-office connector was syncing incompletely, with records missing and reports affected. Olivia identified the failed records in the logs, Ewan Pryce was engaged, and the records were recovered by 15 May 2025, eight days later.

Feature request: On 4 Jun 2025 Daisy asked for direct report export to Excel, to avoid copying reports by hand each week. Bethan Lister replied after 541 minutes and passed the request to the product team.

How-to: On 30 Jun 2025 Daisy asked how to add a date filter to a dashboard. Olivia pointed her to the Advanced section of the Filters area, and the question was resolved after a first response of 311 minutes.

Open at the end: The ticket read recommends following up with the customer on the impact of the missing records. The export request is with the product team, with a roadmap discussion suggested for the next QBR. The evidence does not show the customer's tier, so response times cannot be checked against a service level.

Onboarding: On 9 Jan 2025 Callie Brennan walked Daisy Howes and Felicity Gurney through setup for Salesforce, email and the ticketing system. The first full sync was expected that night or early the next day.

Commercial: A fourth connector was discussed on the 9 Jan 2025 call but left outside the agreed scope. It is a possible later connector add-on, not a commitment.

Training: On 20 Jan 2025 Callie trained Felicity and Daisy on search, chat, dashboards and pages. Both were positive, and the customer is on Growth with 40 licensed users.

Opportunity: Felicity asked about restricting who sees what, which Callie said is possible with some setup. Handover to Daniel Okafor was planned after a couple of weeks live.

Support: On 30 Jan 2025 a ticket asked for access for a new advisor. Connor Webb responded in 54 minutes and configured access by 3 Feb 2025.

Open at the end: Daisy is the only admin named, so the account depends on one person. Ticketing connector setup waited on her credentials and a test environment. The evidence does not show whether the new advisor took the account past its included users.

Proposal: On 7 Oct 2024 Priya Raman presented Felicity Gurney with a Growth proposal of £40k a year plus a £12k implementation fee. Felicity was positive, but sign-off sat with Hugo Bacon and Terence Pegg.

Negotiation: On 23 Oct 2024 Hugo was brisk and price-led, asking whether implementation was included. Terence wanted responsibilities and SLAs in writing, and any first-term discount was left subject to Owen Tallis.

Signature: On 6 Nov 2024 Priya sent Hugo the order form and he replied that a signed copy was coming. The signed copy is not in the thread, but the 29 Nov 2024 kickoff call says the customer had signed.

Billing: Invoice INV-182-0001 (11 Nov 2024) was £12k net for implementation, due 11 Dec 2024. Invoice INV-182-0002 (22 Nov 2024) was £40k net for the first-year subscription, due 22 Dec 2024. Neither thread shows a customer reply.

Onboarding: The eight-week plan opened on 29 Nov 2024 with Daisy Howes as the only named admin. By 5 Dec 2024 Salesforce and Gong were connected, Microsoft 365 was in progress and Xero awaited credentials. The 19 Dec 2024 call handed admin over, and the 27 Dec 2024 call set go-live for the following Thursday.

Open at the end: Payment, Xero access and go-live are not confirmed in the reads. Connector scope differs between reads, and the same-price auto-renewal statement needs checking against the order form.

Scheduling: On 27 Aug 2024 Priya Raman asked Felicity Gurney for an hour of discovery. Felicity replied the same day offering Tuesday or Wednesday of the following week.

Discovery: The 30 Aug 2024 call with Hugo Bacon and Felicity described client questions scattered across Salesforce, an old portfolio system, email and Excel. Felicity said "It's quite bad actually."

Commercial: Priya suggested Growth with about 40 users and an eight-week implementation. Hugo said budget exists before year end and he can move it forward, with Terence in finance needing to sign off.

Working session: On 2 Sep 2024 Priya proposed a working session on the customer's own systems. Hugo replied on 5 Sep 2024 that it sounded interesting, delegated scheduling to Felicity and said he would be briefed afterwards.

Demo: On 18 Sep 2024 Priya and Hannah Lowe demoed to Felicity and Daisy Howes. Felicity said it sounds solid and wants to involve Hugo and finance, and Daisy asked what happens if something breaks.

Open at the end: A proposal call with Hugo and Terence was planned for late October, but no date was agreed. Hugo and Terence have not seen the product or pricing, and no order form is shown.

News: this period holds one read, the 12 Oct 2023 report from Wealth Management Today. Whitlingham Wealth announced plans to expand client service, citing demand from clients seeking independent advice.

Detail: a spokesperson was quoted but not named. The item says the firm had earlier invested in data integration platforms.

Limits: the read describes the item as nearly three years old and gives no scope, dates or team numbers. It rates the significance as low and the importance as neutral.

Opportunity: added client-service capacity may mean more users in time. The read suggests asking at the next call whether headcount or teams have grown since the announcement.

Open at the end: no calls, email threads or tickets are recorded in the period. The evidence does not show whether the expansion went ahead or whether it touched the account.