Duddingston Payroll

Support, 2 Apr 2026: Ailsa Pringle reported that some client managers cannot see every employer they look after. Kate Ormerod asked for one affected user and employer, and the thread shows no reply.

Support, 20 May 2026: Ailsa reported that payroll queries raised after the last load do not show, while older ones do. Bethan Lister asked for three connector checks and had not reproduced the fault.

Outcome: the 2 Apr 2026 ticket was solved on 15 Apr 2026 with no cause found. The 20 May 2026 ticket was solved on 9 Jun 2026 and closed on 13 Jun 2026, with the results not recorded.

People, 5 Jun 2026: Alice Brewer invited Euan Drummond, who looks after the connectors and admin side, to Customer Day London on 11 Jun 2026. The evidence does not show whether he attended.

Support, 23 Jun 2026: Ailsa reported slow employer pages, worst on employers with many calls logged. Kate reproduced the slowdown on a larger employer page and would not promise a timescale.

Review, 29 Jun 2026: Daniel Okafor asked Lorna Cairns for a quarterly review slot. Lorna wants Euan there and said the team are getting on "fine, mostly", though some client managers still ask how to pull one employer's history together.

Open at the end: the slow pages ticket was still unresolved, with no timescale or cause; it was solved on 21 Jul 2026. The review date was not fixed, and Daniel owed Lorna options and an employer history walk-through.

Usage: On 5 Jan 2026 the Growth QBR heard daily users had fallen to eight or nine of forty. Fraser Moncrieff, Finance Director, would not discuss renewal until usage recovered and wanted a per-client figure with its base.

Support: Also on 5 Jan 2026, Ailsa Pringle reported slow employer pages, with two client managers back on spreadsheets. The ticket closed on 12 Jan 2026, although a note said to keep it open until she confirmed.

Renewal: On 12 Jan 2026 Priya Raman set an Enterprise proposal of £110k against the £40k Growth subscription, and Fraser resisted. Priya conceded £110k is a deal total, not an annual price.

Order form: On 3 Feb 2026 Priya sent the Enterprise order form. Fraser would not sign without a per-client base and asked who owns the account; the thread shows it unsigned.

Billing: On 5 Feb 2026 Rachel Dunmore sent invoice INV-237-0003 for net £110k, gross £132k, due 7 Mar 2026. No reply or payment is shown.

Recovery: At the 16 Mar 2026 check-in Lorna Cairns reported roughly fifty regular users against a licence for one hundred and fifty, and said client managers now trust B-Viz. March tickets were mostly how-to, plus a lost employer list restored after a role change.

Open at the end: A calendar fault showed a pay date a day early, with no fix date given. Two or three people ask most questions, and the fee position request has no date.

Support: on 6 Nov 2025 Euan Drummond asked how to tag older payroll queries and said the new setup was working well. Olivia Grant said older records need bulk tagging. The ticket was solved on 17 Nov 2025, but the record does not show the bulk steps being sent.

Renewal: on 11 Nov 2025 Daniel Okafor proposed moving from Growth to Enterprise before the 9 Feb 2026 term end. Fraser asked for a per-client breakdown before any call and for written confirmation of who owns the account at BG-Demo.

Renewal call: on 25 Nov 2025 Priya Raman put Enterprise at £110k as total deal value, against £40k a year today. Fraser did not decide, and Lorna Cairns said she did not want to pay ahead of the client base.

Support: on 28 Nov 2025 Lorna asked how to see employer call notes beside fees before the December pay dates. Bethan Lister gave the steps the same day, and the ticket was solved on 1 Dec 2025.

People: on 23 Dec 2025 Lorna said the team was getting on fine, though some still check by hand. Fraser will want the numbers first.

Open at the end: the renewal outcome is not shown. Priya owes both written options, Lorna owes the single sign-on contact, and the quarterly review is set for the second week of January.

QBR: On 2 Jul 2025 Daniel Okafor said daily active people had roughly doubled against forty licences. Lorna Cairns said fee history was why they bought it, and Daniel raised the Growth contract at £40k a year, renewing 10 Feb 2026.

Support: On 17 Jul 2025 Lorna reported the employer fee view slow before month end. Olivia Grant's first response took 303 minutes; the ticket closed on 29 Jul 2025 with no fix or customer confirmation recorded.

Marketing: On 3 Jul 2025 Alice Brewer invited Ailsa Pringle to the 17 Jul 2025 webinar and asked for a usage story. There was no reply.

Trust: On 2 Sep 2025 an urgent ticket found fee lines hidden by an old client tag filter, changed on 3 Sep 2025. On 3 Sep 2025 Lorna said some client managers were checking by hand near pay dates.

How-to: On 12 Sep 2025 Euan Drummond raised two how-to tickets, adding a client manager and exporting the fee summary. Whether deadline dates can be exported was not answered.

Check-in: On 22 Sep 2025 Lorna said daily logins were around twelve against forty licensed, and a late-data connector ticket had dented trust.

Open at the end: The renewal on 10 Feb 2026 needs a per-client value case for Fraser. The manual-check ticket and the other-employer tag filter question had no recorded answer, and Lorna's two new starters still needed access.

Training: On 10 Apr 2025 Ailsa Pringle found B-Viz useful for client history but did not yet trust it, and only a handful of client managers logged in. On 14 Apr 2025 Euan Drummond and Ailsa built a four-tile employer dashboard, and Ailsa said more managers were logging in.

Support: Ailsa's request for fee totals on the employer calls page was solved on 7 Apr 2025 with no timescale promised. Admin rights sit mostly with Euan, and he noted frequent CRM changes can break a connector.

Check-in: On 2 Jun 2025 Lorna Cairns said the second group adopted faster and a manager prepared for an employer call in about five minutes instead of half an hour. She wants a third group before summer leave and wants managers to see only their own employers.

Incidents: On 11 Jun 2025 Euan reported team pages a day behind after a late overnight refresh, and asked whether it would recur. On 16 Jun 2025 Lorna reported one employer under two entries, with no data lost.

Commercial outreach: The 31 May 2025 webinar invitation to Fraser Moncrieff had no reply. On 30 Jun 2025 Daniel Okafor asked Lorna to book the first Growth quarterly review.

Open at the end: Daniel owed slots for a new-group walk-through and a written answer on scoping what managers see. Euan's recurrence question, the cause of the duplicate and the backup admin had no recorded answer.

Sale: On 2 Jan 2025 Owen Tallis said £52k is the first-year subscription plus implementation, not the annual price. Quarterly billing and a first-term discount were open, with a signing target of 6 Jan 2025.

Sale: On 23 Jan 2025 Fraser Moncrieff refused to sign without a split between implementation and subscription, a cost per employer and the account owner. The evidence does not show his answer.

Billing: Invoice INV-237-0001 for £12k net went out on 28 Jan 2025, and INV-237-0002 on 10 Feb 2025. Neither thread shows a reply or a PO number.

Onboarding: The Growth contract started on 10 Feb 2025 with forty licensed users. At the 14 Feb 2025 kickoff Euan Drummond was named admin, and Lorna Cairns said employer data must never cross.

Progress: The first refresh on 3 Mar 2025 showed processing dates as pay dates, so pilot users were held back. By 14 Mar 2025 the pay date came through, and the 27 Mar 2025 call passed the employer separation test.

Support: On 7 Mar 2025 Lorna found another employer's name in a filtered deadlines column. The record does not show a fix.

Open at the end: The call recorder access, CRM notes mapping, unmapped pay frequency values and the Fraser questions remain open. Finance asked about unused licences, and the annual figure was confirmed as £40k.

Discovery: On 2 Oct 2024 Lorna set a firm condition that one employer's data never reaches another. The 10 Oct 2024 call and email followed: Priya Raman pencilled in Growth at £52k, a deal total and not an annual price.

Price: Fraser Moncrieff said he never accepts a figure without its base. He asked for a per-client figure and a named post-sale contact. The Snowflake question was unanswered, and the 7 Nov 2024 decision date was only a target.

Demo: On 4 Nov 2024 Hannah Lowe demoed on mock data to Lorna, Euan Drummond and Ailsa Pringle. Ailsa found it useful. Euan wants written answers on access scoping and the payroll engine export, which offers only a scheduled file export.

Proposal: On 3 Dec 2024 Lorna said the proposal was clear and the scope matched her ask. She cannot approve budget and would not promise the 6 Jan 2025 date. Priya was to send Fraser the document.

Terms: On 30 Dec 2024 Fraser agreed a call at 14:30 on the Thursday after the holiday. He wants to understand how cost behaves as the client base changes.

Open at the end: The budget holder's decision, the payroll export answer for Euan, the Snowflake question and the per-client breakdown were all unresolved. The 26 Nov 2024 roundtable invitation to Lorna drew no reply.

This period holds one read, an email thread dated 26 Sep 2024.

Invitation: Sofia Marchetti invited Iain Cruickshank, IT and Security Manager at Duddingston Payroll, to the BG-Demo stand at a data leaders conference in Amsterdam on 9 Oct 2024. She offered a stand visit or a short call on the security model, with no obligation.

Pitch: the offer rests on B-Viz running inside the customer's own Snowflake account.

Customer view: the thread holds no reply from Iain, so his interest in the security model is unconfirmed.

Open at the end: the thread shows no follow-up. A security-model call for Iain could address data-location concerns and would support any Enterprise security review later, but the evidence does not show that such a review was planned.

This period holds one read, an email thread, and nothing else.

Invitation: On 26 Apr 2024 Nell Ashcombe invited Ailsa Pringle to a BG-Demo webinar on Thursday 16 May 2024. The session covered bringing calls, emails, tickets and finance data into one place inside her own Snowflake account.

Customer view: The thread holds one message and no reply, so the evidence does not show Ailsa's interest or whether she attended.

Opportunity: The read notes that a Senior Client Manager handling client information across several systems could be a fit for B-Viz. This is the read's judgement, not something the customer said.

Open at the end: Nell offered to send joining details if Ailsa replied, or to hold a conversation first. The evidence does not show that either happened by 30 Jun 2024.