Rufforth Bakeries

Training: On 13 Apr 2026 Hamza Akhtar trained Melanie Scaife and Liam Sedgwick on search, pages and chat. Both reacted well. Melanie said she would rather it says it doesn't know than guess.

Credit notes: The same day a ticket reported credit notes not showing. Kate Ormerod said they need their own connection setting, and Melanie reported on 14 Apr 2026 that finance could see them. It closed on 25 Apr 2026 without Kate confirming the full settings.

Marketing: On 26 Apr 2026 Alice Brewer invited Sheila Duffield to the 21 May 2026 webinar and asked to quote Rufforth's usage in a case study. There is no reply, so approval is not shown.

Data quality: On 13 May 2026 Liam reported retailer accounts appearing twice in the complaints view, so credit totals did not match finance. Ruth Okoro asked for examples and Liam sent three on 14 May 2026. It closed on 22 May 2026 with no recorded change to the match rules.

Connector: On 10 Jun 2026 Liam reported the complaints connector had loaded nothing since the previous week. Ruth re-ran it, and the ticket closed on 19 Jun 2026 without Liam's reply.

Open at the end: On 16 Jun 2026 Liam found the orders export greyed out on his admin login. The first response took 486 minutes, and a role mapping fault was suspected. Team leads were not yet trained.

Order form: On 21 Jan 2026 Brian Kilvington, Finance Director, said the Growth order form total at £60k matched but legal must review. He asked whether connector commitments could change; the thread shows no reply or signature.

Billing: On 26 Jan 2026 an implementation invoice of £12k plus VAT of £2,400 (£14k in total) was sent, due 25 Feb 2026. On 6 Feb 2026 the Growth subscription invoice followed: gross £57k, due 8 Mar 2026. Both asked for a PO number and neither thread shows payment.

Kickoff: On 16 Feb 2026 Melanie Scaife agreed to load orders first, then complaints, then credit. No go-live date was given: helpdesk access, finance sign-off and a named admin were outstanding.

Onboarding: On 23 Feb 2026 Liam Sedgwick, ERP Analyst, was unsure what the admin role covers and the export awaited IT. On 3 Mar 2026 the orders test passed and Melanie called it a relief.

Support: On 9 Mar 2026 the orders page ran a day behind because the customer's IT moved the export time. It was confirmed fixed on 17 Mar 2026. A complaints page ticket opened on 9 Mar 2026 was solved on 16 Mar 2026 with no fix recorded, and Melanie said the problem returned after a restart.

Open at the end: On 24 Mar 2026 the order connector was live, but the complaints mailbox owner and credit notes export owner were unconfirmed. Credit still awaits finance sign-off, helpdesk access had not arrived, and the check-in passed to Elena Novak.

Demo set-up: On 15 Oct 2025 Melanie Scaife chose a Tuesday for a demo on Rufforth's own data and brought finance in for the credit side. She was unsure who has access to the orders system.

Demo: On 22 Oct 2025 Hannah Lowe showed a single client view across CRM, helpdesk, orders and credits. Melanie said retailers mind being wrong more than being delayed, and Liam Sedgwick asked for ERP, audit, access and exit answers in writing.

Post-demo: On 24 Oct 2025 Lewis Kerr quoted £60k for the Growth tier with an expected close of 23 Jan 2026. Liam wants the ERP connector set-up and timing, and the thread shows no reply on whether the date is tight.

Proposal: On 24 Nov 2025 Brian Kilvington, the finance director, said he was conditional on the numbers holding up. He asked for thirty-day terms and a discount, and Lewis offered only a first-term discount within limits, with no figure.

Negotiation: On 29 Dec 2025 Melanie said the price is fine if the connectors cover complaints and credit. Lewis said £60k is a total, not a yearly price, and Owen Tallis said any discount is first term only.

Open at the end: No signed order form is shown. The purchase order number from Sheila Duffield, the written price breakdown, the ERP export timing and connector coverage of complaints and credit were all open.

Period: this digest rests on one read, the 22 Sep 2025 discovery call. Lewis Kerr ran it with Melanie Scaife and Brian Kilvington.

Problem: Melanie wants to stop chasing retailer credits and complaints across different screens. Brian said credit causes most grief, since credits and complaints sit in different systems and are matched by hand.

Condition: Brian wants the figures to tie to the ledger before he believes any estimate. His quote: "I need to know it ties back to the ledger."

Commercial: Brian wants a decision in the next few months, once he has seen the reconciliation. He asked where the data sits, and Lewis said it runs inside their own Snowflake account.

Open at the end: Brian will not decide alone and wants his ledger lead involved. He is to check with IT about a sample export, and Melanie is to list the three most common complaint types.

Next steps: Lewis is to send the written summary and book a demo with the solutions team, covering finance, operations and customer service. The evidence does not show a tier or a price discussed.

Period: this digest rests on one read, an email thread from 27 Jun 2025. No calls, tickets or news items from the period are in the record.

Outreach: on 27 Jun 2025 Alice Brewer invited Brian Kilvington, Finance Director, to an online BG-Demo webinar on Thu 17 Jul 2025. She offered to hold a seat for Brian, or for a colleague if his diary was full.

Topic: the session covers how customer service and key accounts use B-Viz to see orders, complaints and credit together. The read judges this a marketing invitation and rates it neutral.

Customer view: the thread holds no reply from Brian, so his interest and sentiment are not shown. The read notes a possible opening with customer service and key accounts teams at Rufforth Bakeries.

Open at the end: Alice was to ask Brian who else from his team should be offered a seat. No follow-up appears in the thread, and the evidence does not show whether anyone registered.