Larkspire Software

Support: On 1 May 2026 Kiran Bassi reported chat answers sometimes taking half a minute and asked whether the slowness was specific to Larkspire Software. Olivia Grant replied after 125 minutes, said timings were being checked and asked for time of day and question type.

Outcome: The thread ends with those questions unanswered. The ticket was solved on 8 May 2026 and closed on 12 May 2026; the cause is not shown, and the tier is not in the evidence, so response speed is not judged against a service level.

Marketing: On 30 May 2026 Alice Brewer invited Kiran's team to the 18 Jun 2026 customer webinar. No reply is shown, so interest and attendance are unknown.

Support: On 30 Jun 2026 Kiran reported merged tickets appearing twice in the support view, making weekly numbers look wrong. The first response from Bethan Lister came 477 minutes after creation, asking for the history on one ticket.

Open at the end: Kiran offered examples on 1 Jul 2026. The ticket was solved on 6 Jul 2026 and closed on 10 Jul 2026, but the cause and any fix for the duplicates are not shown. Both tickets were complaints of medium urgency.

Start: Rachel Dunmore sent Starter invoice INV-245-0002 on 7 Jan 2026 for £22k net, due 6 Feb 2026. The thread shows no PO or payment.

Kickoff: the 13 Jan 2026 call covered four connectors, helpdesk first and membership last. Ellie and Kiran Bassi raised key-person risk and Kiran asked for a second admin.

Support: Kiran's 20 Jan 2026 ticket on records not refreshing overnight was solved on 30 Jan 2026. The cause is not shown.

Membership: on 28 Jan 2026 the record count went flat after two source fields were renamed. Hamza Akhtar remapped them, and the 2 Feb 2026 call checked the fix on one sample only.

Value: on 2 Feb 2026 Ellie asked how to show her director what the subscription delivers. Hamza proposed questions asked per month.

Go-live: on 10 Feb 2026 Kiran signed off with the call recorder as the one open item. Two admins were in place and the account passed to Elena Novak. Kiran doubted whether repeated questions show value.

Adoption: on 18 Feb 2026 Ellie said most of the fifteen seats had not logged in much. Connector owners were only partly named.

Open at the end: on 2 Mar 2026 the helpdesk connector stalled, solved 9 Mar 2026, cause not shown. The call recorder delivery, the trend report and the training date were not shown as done.

Discovery: On 7 Oct 2025 Sophie Ling met Ellie Marchant and Rupert Haines. Their pain was manual matching of helpdesk, CRM and usage data. Starter was discussed at £28k on the proposal, and Ellie would not back it before seeing it on their own data.

Demo: The demo on 27 Oct 2025 ran on Larkspire's tickets and usage with Hannah Lowe and Kiran Bassi. Kiran flagged that ticket categories had changed twice and raised single-admin risk. Rupert was not on the call.

Pause: On 31 Oct 2025 Kiran asked BG-Demo to hold the proposal while he and Ellie talked it through. That was a pause, not a refusal.

Proposal: Sophie sent a draft Starter proposal on 19 Nov 2025. Rupert declined a call and said Ellie must review support first.

Terms: On 17 Nov 2025 Sophie confirmed £28k is the total deal value including the one-off implementation fee, not yearly. Rupert wanted the freshness commitment in writing, and the cancellation wording was still unconfirmed.

Negotiation: On 8 Dec 2025 Rupert wanted four connectors, fifteen seats and the price fixed in writing. Tessa Goring confirmed the first-term discount ends at renewal.

Open at the end: The order form went out on 22 Dec 2025 for a 24 Dec 2025 close. Rupert would not sign until Ellie reviewed it, and no signature is shown. Invoice INV-245-0001 (gross £7,200, net £6,000) was sent on 29 Dec 2025 with no reply, and a PO number was still requested.

This period holds one read, an email thread dated 2 Sep 2025.

Invitation: Alice Brewer invited Ellie Marchant of Larkspire Software to an in-person revenue leaders roundtable in London on 23 Sep 2025. Alice asked for a yes or no so the room could be planned.

Fit: the event is aimed at heads of revenue operations, which is not Ellie's stated role of Head of Customer Success. The read flags this as a possible mismatch.

Open at the end: the thread shows no reply from Ellie, so her interest and attendance are not shown. The period holds no calls, tickets, news or commercial discussion, and the evidence says nothing about renewal, price, usage or sentiment beyond neutral.

Webinar invitation: on 8 Mar 2025 Sofia Marchetti invited Ellie Marchant to the 20 Mar 2025 online webinar on reading support tickets against product usage. Sofia also offered a seat for a colleague.

Customer view: the thread holds no reply from Ellie, so attendance and interest are not shown. The read rates the thread as neutral and gives no next steps or risks.

Opportunity: the read notes the topic fits Ellie's role in customer success and could open a conversation about B-Viz.

Open at the end: nothing is recorded as open. The evidence does not show whether Ellie attended or responded, or what contract Larkspire Software held in the period.