Yealmpton Accountants

Support: Zoe Hocking raised three tickets, all closed. On 9 Apr 2026 she asked about showing deadlines and fees on one page; on 1 Jun 2026 she asked about limiting a view to one client manager.

Slow page: on 13 Apr 2026 Zoe reported the all-clients query page loading slowly before morning calls. Olivia Grant passed details to engineering and the ticket closed on 24 Apr 2026, with no fix shown.

Marketing: on 7 Jun 2026 Alice Brewer invited Nicholas Pengelly, Managing Partner, to the 18 Jun 2026 webinar and asked to quote how finance teams check fees against deadlines. No reply is shown.

Renewal: on 24 Jun 2026 Daniel Okafor sent the formal Starter renewal notice, term ending 22 Sep 2026, with a figure of £22k. Priya Raman was copied for commercial points, and Nicholas did not reply in the thread.

Open at the end: the renewal was unanswered, with Daniel's follow-up promised by 7 Sep 2026. The deadlines field and the slow history tab were not confirmed fixed.

Support: On 10 Feb 2026 Zoe Hocking raised two tickets. Both first responses took over four hours (256 and 258 minutes).

Access: A new starter got a permissions error at sign-in. Connor Webb asked for the error text, and Zoe found the starter was not in the access group and added them. The ticket closed on 21 Feb 2026.

Display fault: The fees tab on a client record went blank in Zoe's usual browser. Olivia Grant suggested a private window, which worked, and clearing the cache fixed it. The ticket closed on 23 Feb 2026.

Open at the end: The comments do not confirm the new starter could sign in afterwards. The fees tab fault has no confirmed product cause, so it could return.

Weight: Both reads are routine how-to style tickets from a champion voice. The evidence shows no complaint about value, price or a rival in this period.

Support: On 17 Oct 2025 Zoe Hocking asked how to set up a monthly deadline digest for each client manager. Connor Webb gave steps and the ticket closed 27 Oct 2025; the evidence does not show whether the first digest went out.

Adoption: On 23 Oct 2025 Jenny Trethewey told Daniel Okafor the team likes the deadlines view and the fee side is used more. She agreed to a check-in the following month, subject to Nicholas.

Check-in: On the 29 Oct 2025 call Jenny, the Practice Manager, said partners now ask for access and a client manager had stopped keeping her own spreadsheet. A fee invoice data delay of a day for one client turned out fine.

People and access: On 31 Oct 2025 Jenny asked how to add a second client manager to the fees view. Olivia Grant gave steps after a first response of 147 minutes, and the ticket closed 28 Nov 2025.

Marketing: On 11 Nov 2025 Alice Brewer invited Jenny to the 20 Nov 2025 webinar and asked to quote the customer's story. No reply is shown.

Open at the end: Daniel owed an access checklist for the managing partner and an answer on filtering the deadlines view by office. Quote consent, digest delivery and the new starter's access are unconfirmed. Partner demand may support a case for more users or a higher tier, which the call did not raise.

Renewal: On 13 Aug 2025 Daniel Okafor booked the renewal call, and Nicholas Pengelly asked for his finance partner to join for the numbers. On the 15 Aug 2025 call Priya Raman offered the Starter renewal for fifteen seats at £20k, to be signed by 8 Sep 2025.

Customer view: Nicholas said his worry is the cost, not the tool. Jenny Trethewey said some people have drifted back to spreadsheets because they do not trust the fee numbers yet.

Support: On 28 Aug 2025 Zoe Hocking asked for a client list export with next deadlines, logged as a feature request with no delivery date and closed on 6 Sep 2025. On 19 Sep 2025 a ticket reported paid fees shown as unpaid; it was reopened and one record still shows the old fee.

Renewal held: On 4 Sep 2025 Nicholas declined to sign the same spend while several client managers had barely opened the tool. Priya agreed to hold the order form while Daniel pulled the usage picture.

Billing: On 9 Sep 2025 Rachel Dunmore chased Roger Yeo for a PO number on INV-246-0003, with no reply in the thread.

Open at the end: The renewal was unsigned with the term ending 22 Sep 2025. The evidence does not show the renewal outcome, the invoice payment, or a fix for the fee fault.

Support: On 25 Apr 2025 Zoe Hocking reported a self-assessment deadline for a farm client showing under a family company, and later said a second client was affected. The ticket was closed on 16 May 2025 and the evidence does not show a fix.

Support: On 4 Jun 2025 Zoe asked how to show each client manager only their own fees and whether the Starter plan was the cause. The evidence does not show a BG-Demo answer on the plan question.

Billing: On 23 Jun 2025 Jenny Trethewey queried an invoice that did not match the agreed price. Olivia Grant checked it against the order form, the first response took 524 minutes, and the ticket was closed on 13 Jul 2025 without showing which figure applied.

Renewal: On 24 Jun 2025 Daniel Okafor offered the Starter renewal at £20k for fifteen users, term ending 22 Sep 2025. Nicholas Pengelly did not accept, wants a call, and asked for a usage summary for the partners.

Open at the end: Daniel owes the usage summary by the end of the following week, then a call. The deadline matching cause, the Starter tier question and the invoice figure remain unresolved in the reads.

Check-in: On 3 Mar 2025 Daniel Okafor held a 34 minute check-in with Jenny Trethewey alone. She said use was better than expected and had spread beyond her and Zoe to people's own clients.

Customer view: Jenny said the tax team have stopped emailing her for deadline lists and that people trust the chat answers. She asked for an easier way to share views with partners and a full client history on one page.

Renewal: Daniel raised renewal early. Jenny wanted to see how the next few months go first, and Daniel agreed to pick it up next September.

Webinar: On 9 Mar 2025 Sofia Marchetti invited Managing Partner Nicholas Pengelly to a BG-Demo webinar on 20 Mar 2025. The thread holds no reply, so his interest is not shown.

Open at the end: Renewal was open but not discussed. Daniel had promised to reply by the end of that week on the two feature requests without committing to either, and the evidence does not show whether he did. The evidence also does not show whether Nicholas asked for a place at the webinar.

Setup: On 3 Oct 2024 Jenny Trethewey said she wanted only the tax team live first, with fees hidden from staff. Zoe Hocking raised duplicates, departed clients and credential expiry.

Support: A ticket opened on 8 Oct 2024 for the client files connector, which showed as connected but returned no records. It closed on 26 Oct 2024 after a first response of 156 minutes, and the outcome is not shown.

Scheduling: On 11 Oct 2024 Zoe confirmed the client list was final but was unsure the email system access worked.

Sample: On 17 Oct 2024 the sample view was well received and one duplicate client was found. Jenny said "It's clearer than what we had before, honestly."

Data: On 22 Oct 2024 Callie Brennan and Zoe worked on name mapping and credential reminders. Jenny was absent, so the question of departed clients stayed open.

Upsell: On 29 Oct 2024 Jenny said "Fifteen is plenty for them" but that most of the firm would be a squeeze. Two trading names blocked sign-off, and a Growth upgrade was not raised by anyone. A webinar invitation to Zoe for 21 Nov 2024 had no reply.

Training: On 8 Nov 2024 the training covered search, pages and chat. The tax team were most excited about chat.

Open at the end: Departed clients, the two trading names and the written live refresh date. Zoe is the single point for odd answers.

Discovery: On 1 Jul 2024 Jenny described client data scattered across several places. Nicholas wanted a business case and a total price, and was not on the call.

Demo: On 22 Jul 2024 Jenny saw the screen she wanted. Zoe pressed on nightly refresh, access controls and maintenance, and wanted controls and connectors in writing.

Proposal: On 6 Aug 2024 Priya quoted £26k for Starter. Nicholas asked for the split, would not sign on a call and did not want unused licences.

Negotiation: On 23 Aug 2024 close was expected on 9 Sep 2024. Owen held the line on price, and Nicholas wanted plain wording on the first term.

Signing: On 5 Sep 2024 Priya sent the order form. Nicholas replied on 10 Sep 2024 that his finance partner wanted payment terms in writing, so BG-Demo owed him a note.

Billing: Nell sent invoices of £7,200 (due 10 Oct 2024) and £23k (due 23 Oct 2024). Neither thread has a customer reply.

Kickoff: On 25 Sep 2024 the first refresh ran. Jenny said take-up had been slow, and Zoe was unsure she should own the mailbox. On 26 Sep 2024 Zoe sent access.

Open at the end: Signed order form not shown, payment unconfirmed, Daniel's dated plan and training options owed, document store access pending.