Kilternan Software / BG-Demo – Discovery
Callcompleted
Kilternan Software · 18 Sep 2025 15:45
Fergal Lynch, the economic buyer, wants the cost of answering credit union questions by hand before spending. Starter at £26k suits a first phase for customer success. He wants a written business case.
What was said
What this says
As at Fri 9 Oct 2026Fergal Lynch, the economic buyer, wants the cost of answering credit union questions by hand before spending. Starter at £26k suits a first phase for customer success. He wants a written business case.
What happened: Lewis Kerr ran a discovery call on 18 Sep 2025 with Caoimhe Dunne and Fergal Lynch. They want something live by the end of the year.
Customer view: Support queries land in three places, and compliance answers are often in an inbox. Fergal asked what it costs to wait and said he is the economic buyer.
Commercial: The deal figure discussed was £26k on Starter, with customer success only in the first phase. Lewis would not quote a return without support volumes and hours.
Watch: Fergal wants the business case in writing, not a demo. Caoimhe raised data sensitivity for credit unions, and the solutions engineer is due to cover it next session.
Themes
As at Fri 9 Oct 2026Who was there
BG-Demo
Them
Follow-up
Next steps
As at Fri 9 Oct 2026- Lewis Kerr to send the business case framework on the day of the call.
- Caoimhe Dunne to send support volumes and hours from the helpdesk within a week.
- Solutions engineer to cover data security in the next session.
Risks
As at Fri 9 Oct 2026- Fergal wants a written business case, and without support volumes BG-Demo cannot put a number on the cost of waiting.
- Data sensitivity among credit union customers may slow the decision.
Opportunities
As at Fri 9 Oct 2026- Starter for customer success as a first phase, with room to widen to other teams once it is working.
Transcript
Lewis KerrGood afternoon Caoimhe, good afternoon Fergal. Can you both hear me?
Caoimhe DunneYes, hi Lewis. Fergal's just joining, he was on another call.
Fergal LynchI'm here, sorry about that. Hi Lewis.- Lewis KerrNo problem at all. What I'd like to confirm today is what you want to buy, and by when. Caoimhe, you mentioned a target before the year end.
- Caoimhe DunneWe'd like to be using something by the end of the year, yes. It's a big ask for us, to be honest, because our support queries land in three different places.
- Fergal LynchLet me say it plainly. Our credit union customers ask the same compliance questions every month, and we answer them by hand. I'd like to know what that costs us before we spend a penny.
- Lewis KerrFair. Let's do that together. Can you describe a typical question?
- Caoimhe DunneA credit union asks whether a policy version was approved, and the answer is in a document, or in the helpdesk, or in someone's inbox. Half the time it's the inbox.
- Fergal LynchHalf the time it's my inbox, Caoimhe, let's be honest.
- Caoimhe DunneHa, fair enough.
- Lewis KerrThat's useful. The figure on the deal is £25,500 on Starter, which is one team, fifteen users and four connectors. Does that match how you'd roll it out?
- Caoimhe DunneFor the first phase, yes. Customer success only. We'd want to see it working first.
- Fergal LynchAnd what does it cost us to wait? That's my real question.
- Lewis KerrTo put a number on it, I'd need your support volume and the hours it takes. I won't quote a return from memory. Could you send me those figures?
- Caoimhe DunneWe can pull that from the helpdesk. Give us a week.
- Fergal LynchFine. But Lewis, I'm the economic buyer, so I need the business case in writing, not a demo.
- Lewis KerrUnderstood. I'll send the business case framework today, and we'll agree the numbers once you've sent the volumes.
- Caoimhe DunneGood. Can we talk about data? Our data is sensitive, and credit unions are very cautious.
- Lewis KerrAbsolutely. Our solutions engineer covers that in the next session. For now, the system is built inside your own Snowflake account, which is the important bit.
- Fergal LynchRight, I think we're agreed on next steps.
- Lewis KerrAgreed. Caoimhe, the volumes by next week. Fergal, the business case framework from me today.
- Fergal LynchGood. Thanks, Lewis.
- Caoimhe DunneThanks Lewis, bye.
- Lewis KerrThanks both. Speak soon.