Eccup Software

Renewal: On 22 Apr 2025 Marcus Bell held a check-in shortly before the contract end on 6 May 2025. Holly said "it's a yes from me" on Growth at £42k, but she cannot commit budget alone.

Value: Holly struggles to explain to her chief executive why so few of the forty seats are filled. She asked for the usage page with the quarter comparison, the ticket summary, a one-page note of what is contracted and the annual cost.

Support, connector: Also on 22 Apr 2025 Holly reported that new tickets stopped loading after a helpdesk change. Bethan Lister asked for a reconnect, the first response took 644 minutes, and the ticket was solved on 29 Apr 2025.

Support, usage: On 22 Apr 2025 Oliver Rushworth asked how to see one provider on a dashboard. Olivia Grant said the filter sits in the dashboard builder, and the ticket was solved on 28 Apr 2025.

Support, data accuracy: On 30 Apr 2025 Holly reported tickets under the wrong provider and some duplicated. Bethan reproduced the duplicate and passed the other case to Arjun; the ticket was solved on 30 May 2025 and closed on 3 Jun 2025.

Open at the end: The evidence does not show the renewal outcome, the chief executive's decision, whether the reconnect worked, or a release date for the wrong-provider fix, which Holly asked to be told about.

Renewal notice: On 5 Feb 2025 Marcus Bell gave renewal notice quoting the contracted £42k for 40 licensed users. Vincent asked for a usage summary and what Eccup Software would lose, and said he would check budget.

Timing: On 20 Feb 2025 Vincent asked for usage numbers by email before any call and said "Let's not rush it." The 24 Feb 2025 call with Tom Ashdown and Marcus had him probing about seven active users against 40 licensed.

Pricing: Tom confirmed the term ends 6 May 2025, renewal date 7 May 2025, and promised next-term pricing in writing. No renewal price had been quoted by the 19 Mar 2025 call.

Engagement: Sofia Marchetti sent webinar invitations on 14 Feb 2025 (to Sunita Rana) and 11 Mar 2025 (to Vincent). Neither drew a reply. On 13 Mar 2025 Vincent was warmer about rising usage.

Call and QBR: On 19 Mar 2025 Vincent would not commit before seeing a usage case. Holly Garside said renewals preparation fell from two people over two days to an afternoon. At the 24 Mar 2025 QBR, use was concentrated in Oliver Rushworth, a key-person risk, and the support queue was quiet.

Support: On 14 Mar 2025 Oliver asked for ticket counts by team. Connor Webb logged it with the product team; no delivery date is shown.

Open at the end: Vincent still wanted the usage summary and was not rushing. Budget was unconfirmed, no price was given and the renewal was undecided.

Support: On 9 Oct 2024 Becky Lofthouse reported organisations appearing twice in account search after a refresh. Bethan Lister asked for examples and planned to check shared web domains.

Finance: On 9 Nov 2024 Sofia Marchetti invited Vincent Ackerley, Chief Financial Officer, to a London roundtable on 26 Nov 2024. She noted he signed the Growth contract, and the thread holds no reply.

Check-in: On 16 Dec 2024 Marcus Bell offered slots for a pre-Christmas check-in. Holly asked first what the usage says overall.

Call: The 18 Dec 2024 call was positive. Holly uses B-Viz every Monday to see which care providers have gone quiet and called it "the whole reason we bought it".

Usage: Seven or eight people are active against 40 licensed, mostly customer success. Holly asks most of the questions, which is a key-person risk.

Renewal: The term ends 6 May 2025 at £42k a year, with renewal on 7 May 2025. Holly said her CFO always asks what they would lose, so Marcus offered a one-page usage summary.

Follow-up: On 19 Dec 2024 Marcus sent notes. Nothing is open on tickets or invoices, and there is no customer reply.

Open at the end: Marcus owes the usage summary and a January team session. Holly is to send a helpdesk ticket example. The duplicate-records cause and the CFO's interest are not shown.

Onboarding: On 1 Jul 2024 Callie Brennan trained Becky Lofthouse and Oliver Rushworth. Becky found value quickly, but few users were logged in against forty licensed and Oliver was the only admin named.

Training: On 4 Jul 2024 Becky built a three-tile dashboard. The usage feed was still weekly, and Oliver had asked for daily; Callie wanted that in writing first.

Renewal groundwork: Marcus Bell offered a check-in on 19 Aug 2024. On 28 Aug 2024 Holly Garside said B-Viz saved her manual reconciling, but she must show her CFO the value before anything is agreed.

Terms: Marcus stated Growth at £42k a year, with the term running to 6 May 2025.

Support: On 3 Sep 2024 Holly asked for renewals and per-provider usage on one page. Bethan Lister gave dashboard steps and Holly confirmed it worked.

CFO QBR: On 24 Sep 2024 Vincent Ackerley, the CFO, joined and decided nothing. He saw six to seven active users against forty licensed, and next year is not budgeted.

Support: A high priority ticket, a source broken after Eccup changed a system, was closed within the Growth response time. On 27 Sep 2024 Oliver reported pages taking over a minute, linked to a late nightly refresh.

Open at the end: The refresh fix, a second admin and the daily feed were unconfirmed. Vincent wanted usage by team and cost per provider, which needs a finance connector, and the contract detail is to be checked against the order form.

Negotiation: On 5 Apr 2024 Vincent Ackerley asked for usage evidence and the subscription and implementation shown separately, and would not commit to the 22 Apr 2024 target. Tom Ashdown's Growth proposal was £54k, and Sunita Rana asked what it covers.

Signing: Tom sent the order form on 18 Apr 2024. Vincent returned a signed copy on 23 Apr 2024, one day late, and the thread does not show the countersigned copy.

Billing: Invoice INV-239-0001 (£14k, implementation) went out on 23 Apr 2024, and INV-239-0002 (£50k, first-year subscription) on 7 May 2024. Payment is not shown in either thread.

Onboarding: At the 14 May 2024 kickoff Holly set the goal as renewals first, then tickets read against usage. Single sign-on, which is Enterprise only, was parked for renewal.

Progress: By 29 May 2024 CRM end dates matched and the helpdesk had loaded. On 17 Jun 2024 the usage connector was on and Holly liked the renewals page.

Support and outreach: One how-to ticket on provider filtering was solved on 4 Jun 2024. Invitations to Holly, Vincent and Becky Lofthouse (Customer Day, webinar) drew no reply, but Becky booked training for three people on 28 Jun 2024.

Open at the end: Oliver is still the only admin and few of the forty licences are active. Finance approval for its connector is pending, and Holly still has to show her chief executive the value.

Discovery: On 2 Feb 2024 Holly Garside, Head of Customer Success, described stitching CRM, helpdesk and usage exports by hand, with Oliver as the bottleneck. Tom Ashdown pointed her to Growth and mentioned a placeholder of £54k for the whole deal, implementation included, not an offer.

Demos: On 23 Feb 2024 Tobias Renwick demoed on Eccup's own extracts. Usage is in Snowflake but tickets and CRM are not, so connectors are needed.

The 4 Mar 2024 demo asked about data location. Becky Lofthouse said she rebuilds ticket history by hand each quarter, and worried about who sets it up.

Proposal: On 12 Mar 2024 Vincent said he would not decide that day. He wanted a written proposal and a usage case for the board, plus terms for adding people later.

Price: Tom sent the Growth proposal on 14 Mar 2024 at £54k, covering implementation and the first term. Vincent asked whether it is in budget and required the yearly figure in writing. Tom said £54k is not annual.

People: Holly is the champion. The chief executive has not seen a demo live or a value case, and Holly cannot commit budget without her.

Open at the end: On 27 Mar 2024 Vincent agreed to a terms call, wanting to start with usage. The 22 Apr 2024 target close, the yearly figure in writing and the chief executive's view were all still open. A webinar invitation of 13 Mar 2024 got no reply.

One read: this period holds a single news item and nothing else, so there are no calls, emails or tickets to set against it.

News: On 30 Oct 2023 Yorkshire Software Review reported that Eccup Software, a Leeds vendor of care-planning and compliance software, had announced an expansion. It gave no detail on scale or timing.

News: The company also said it is investing in customer success tools. Observers were waiting for detail on new products, customer segments or a larger presence in the north of England.

Assessment in the read: the importance is neutral and the significance medium. The expansion is unspecified, so it is not yet a reason to act. It could open a wider engagement if it adds teams or customer segments.

Open at the end: what the expansion involves and which teams it touches. The read suggests asking the customer at the next call. The read also notes that the item is old, so later news should be checked. The evidence does not show any customer reaction or contract change in this period.