Astley Brook Packaging

Onboarding: On 7 Apr 2026 Sajid Iqbal reported the ERP extract ran late twice, risking a reload of old data. Laura Penhaligon proposed a completion marker file.

Sources and admin: On 13 Apr 2026 three first sources were agreed: ERP, helpdesk and invoicing data. Only Sajid and Leanne used the forty Growth seats, and Sajid was the sole admin; Leanne promised a second admin name.

Training: Laura trained Chris Unsworth on 20 Apr 2026, and he called it properly useful. A known late delivery was not flagged, so the promised date may not be loaded.

Support: Four tickets were raised, all closed. The wrong-brand complaint (9 Apr 2026) had a first response of 447 minutes. The filter ticket (8 May 2026) found view-only access, and the grocery view ticket (13 May 2026) took 838 minutes to first response. Sajid reported a slow orders page on 22 Jun 2026.

Customer Day: On 23 May 2026 Alice Brewer invited Leanne to Customer Day London on 11 Jun 2026 and asked to quote the story. No reply is recorded.

Check-in: Amara Obi, the new CSM, held a check-in on 19 Jun 2026. Leanne said complaints now take minutes and agreed to add credit and the planners. She said price is not hers to discuss.

Open at the end: No measured value case exists; Leanne was asked to time complaints. Most seats were unused, and the second admin, the permission change and the brand link fix are not confirmed.

Demo and proposal: On 6 Jan 2026 Hannah Lowe demoed on Astley Brook's own sample data. Leanne Partington wants orders, complaints and invoices in one place, and Sajid Iqbal's ERP worry eased once read-only access was confirmed.

Pricing: Sophie Ling quoted a draft Growth total of £60k on 7 Jan 2026. On 16 Jan 2026 Leanne backed it but said price was not hers; the figure is subscription plus implementation, not an annual price.

Negotiation: Finance director Douglas Entwistle asked on 28 Jan 2026 what decision was needed. On the 3 Feb 2026 call he wanted one-off and recurring parts shown separately and the business case written down, and Owen Tallis said the first-term arrangement ends at renewal.

Signature: Sophie sent the order form on 18 Feb 2026. Douglas wanted invoicing terms in it; Sophie replied on 20 Feb 2026, about two days later, which she called a gap.

Contract and billing: The contract was signed on Fri 6 Mar 2026, at £48k a year, with the term running to 5 Mar 2027. Invoices INV-231-0001 and INV-231-0002 both asked for a PO number, with no customer reply.

Onboarding and support: Kickoff was on 16 Mar 2026 with new CSM Amara Obi. A duplicate-orders ticket opened on 9 Mar 2026 was closed on 27 Mar 2026, root cause not shown.

Open at the end: Sajid is the only admin, Snowflake access awaits IT approval, and only one or two of forty seats are in use.

Discovery: On 9 Dec 2025 Sophie Ling ran discovery with Leanne Partington and Douglas Entwistle. Three systems leave nobody seeing a brand in one place, and Sophie pencilled Growth at £60k including implementation.

Price and timing: On 10 Dec 2025 Douglas asked for a written breakdown with a source for each line, split into one-off and recurring. He declined the 22 Dec 2025 close target and said it may slip into the new year.

Demo scheduling: On 23 Dec 2025 Leanne agreed to demo slots in the new year, preferring mornings. On 30 Dec 2025 Sophie proposed the first full week back, and Leanne asked to see one brand with a live complaint.

Demo: On 29 Dec 2025 Hannah Lowe demoed a sample environment to Leanne and Sajid. Leanne said the brand view does what she hoped and the dashboard replaces a weekly spreadsheet. Sajid worries about name mapping between helpdesk and ERP, and asked for a second admin. Douglas was absent.

Technical: On 30 Dec 2025 Sajid listed the ERP tables he wants first and asked for written confirmation that the load is read-only with no locks. Hannah owes the answer and the thread ends without it.

Open at the end: The Growth proposal is an open item, not a signed contract. Still owed: Sophie's itemised breakdown and business case, Hannah's written answer, Leanne's brand and line choice, and a demo date. The 20 Feb 2026 readiness target depends on Douglas.

News: on 26 Aug 2025 the company's newsroom announced changes to its senior leadership team at Bolton headquarters. It said existing contacts and account arrangements are unchanged, and that role details would follow over the coming weeks.

People: the announcement names no person or role. Who now holds sponsor or budget authority is not shown, and a new leader may reopen decisions on tools and spend.

Outreach: on 15 Sep 2025 Alice Brewer invited Douglas Entwistle, the Finance Director, to a webinar on 18 Sep 2025. It was about finance teams getting one view of orders, complaints and invoices, framed around margin and debtor days.

Customer response: the thread holds no reply, so interest is not shown. The evidence does not show whether Douglas took a place.

Open at the end: role details from the leadership announcement had not been received, and the contact map needed confirming. Alice was to send joining details if Douglas or a finance colleague replied. The period holds no calls, tickets or renewal discussion.

Outreach: The period holds one read, an email thread dated 1 Sep 2024. Nell Ashcombe invited Leanne Partington to an online BG-Demo webinar on 19 Sep 2024.

Ask: The session was described as practical, covering customer service, key accounts and credit working from one view of each brand. Nell offered a recording and asked what Leanne would want to leave with.

Customer view: There is no customer response in the thread. The evidence does not show whether Leanne attended or asked for the recording.

Opportunity: The read notes that Leanne described a multi-system problem that B-Viz addresses, so the webinar is a route into a first conversation.

Open at the end: Nell was to pass on any wishes Leanne states for the session and send the recording if she asks. No risks are recorded, and the read judges sentiment neutral and the customer's voice unknown.