Menlo Quay Medical

Support: On 9 Apr 2026 Orla Mannion reported the distributor feed had stopped loading. First response took 389 minutes; the ticket was solved on 13 Apr 2026, and the cause is not shown.

Usage: On 28 Apr 2026 Orla said more of her team were asking questions of account records. She wanted to check the 40 licensed users on a call.

Check-in: On 5 May 2026 Orla said the whole-account view helps her complaints team. She flagged Niamh as the only admin who knows the connectors, and Elena Novak proposed a second named admin at no change to plan or price.

Support: On 11 May 2026 Orla asked how to group complaints by hospital account. First response took 940 minutes, and her follow-up on whether grouping is logged had no recorded answer before solving on 29 May 2026.

QBR: On 27 May 2026 Orla said the product is earning its place but she cannot commit budget without her director, who was not on the call. Matteo Ricci said there is no pressure to add seats.

Follow-up: On 28 May 2026 Elena sent four actions. Niamh was cooperative and is gathering a team list; Orla had not replied.

Open at the end: Customer Day invitation of 5 Jun 2026 had no reply. Open items were the second admin, the distributor user name, the team list, the connector review and a value note before the 29 Dec 2026 renewal.

Kickoff: On 2 Jan 2026 Elena Novak confirmed Growth, signed on 29 Dec 2025, with forty users at £50k a year. Orla Mannion asked about an invoice; the evidence does not show what the query was.

Access: Calls on 9 Jan 2026 and 16 Jan 2026 set the connector order and showed the CRM live. Orla wants complaint access decided on paper, and the complaints system stays unconnected until she confirms the access note in writing.

Quality: On 16 Jan 2026 Orla said the CRM already feels like one record per account. A closed site and a suspect date were open for Laura Penhaligon to check.

Limits: On 23 Jan 2026 and 6 Feb 2026 Orla said she cannot commit to extra users or connectors without approval above her. The complaints feed needs internal approval, which she estimated at a couple of weeks.

Pilot: On 2 Feb 2026 the CRM connector was loading and Orla would name pilot users. On 13 Feb 2026 Niamh Fahy connected the CRM herself and is the only admin; Laura suggested a second.

Training: On 9 Mar 2026 Niamh and Sinéad Kilkelly used search, chat and the dashboards builder. Niamh said quality and the key accounts team are asking for access and usage has gone up a lot.

Open at the end: the complaints connector, a second admin, the CRM and helpdesk owners and the invoice query. The webinar and conference invitations drew no reply.

Discovery: On 28 Oct 2025 Orla Mannion agreed to a discovery session but said budget sits with Declan Hession. The 5 Nov 2025 call floated a Growth deal at £62k including implementation.

Demo: Anya Petrova demoed on the customer's own data on 14 Nov 2025, and Orla wants one record per account. On 18 Nov 2025 Niamh Fahy asked about read-only access and distributor name matching; Matteo Ricci replied after five days.

Proposal: On 24 Nov 2025 Matteo said the £62k is not the annual price. Declan asked twice for the annual cost split and will not sign before quality has seen it.

Negotiation: Declan's 2 Dec 2025 reply wanted terms in writing first. On the 5 Dec 2025 call Owen Tallis said any movement applies to the first term only.

Signature: On 9 Dec 2025 Orla said quality has no objections but wants complaints traceable to account and lot. The 12 Dec 2025 target passed unsigned, and no new date was given.

Billing and kickoff: Invoices went out on 15 Dec 2025 and 29 Dec 2025 with no customer reply. Kickoff and onboarding sessions were being scheduled by 31 Dec 2025.

Open at the end: PO numbers, ownership of complaints system access, and the signing date are not shown in the reads.

Single read: the period holds one email thread, a marketing invitation, and nothing else.

Invitation: On 15 Sep 2025 Alice Brewer invited Niamh Fahy, a Quality Systems Analyst, to an online BG-Demo webinar on Thursday 18 Sep 2025 about bringing CRM and ticket data into one place.

Customer view: The thread has no reply from Niamh, so her interest is not shown. The evidence does not show whether she attended.

Open at the end: Nothing was owed unless Niamh replied. Alice was to send joining details only if she did. The read raises no risk, price conversation, renewal point or support issue.