Kilternan Software / BG-Demo – Demo
Callcompleted
Kilternan Software · 15 Oct 2025 14:30
Caoimhe Dunne, Head of Customer Success, judged the demo on one test: accurate compliance answers. The amended-policy test passed. Open items: helpdesk connector, access controls, service terms, and a Growth-only dashboard.
What was said
What this says
As at Fri 9 Oct 2026Caoimhe Dunne, Head of Customer Success, judged the demo on one test: accurate compliance answers. The amended-policy test passed. Open items: helpdesk connector, access controls, service terms, and a Growth-only dashboard.
What happened: Hannah Lowe demoed search on a sample of Kilternan Software's policy documents and tickets. The amended-policy question returned the newer version, and Hannah promised the test in writing.
Customer view: Caoimhe said accuracy was all that mattered, and thanked the team for being straight about limits. She wants to show Fergal a dashboard and asked about reading helpdesk tickets.
Commercial: Lewis Kerr quoted £26k on Starter, one team and fifteen users. Dashboards are Growth, so the dashboard request is a possible upgrade route. Ticket indexing needs a connector, and Starter allows four.
Watch: Caoimhe's credit union customers will ask about access controls, and Hannah has not yet answered. Service terms and the proposal were promised the same day. The call outcome beyond these steps is not shown.
Themes
As at Fri 9 Oct 2026Who was there
BG-Demo
Them
Follow-up
Next steps
As at Fri 9 Oct 2026- Hannah Lowe to send the written access model and the amended-policy test result.
- Lewis Kerr to send the service terms and the proposal.
- Lewis Kerr to set the next call with Caoimhe.
Risks
As at Fri 9 Oct 2026- The access-control question from the customer's credit union clients is unanswered until Hannah writes back.
- Reading helpdesk tickets needs a connector, and the Starter limit of four has not been checked against the customer's needs.
Opportunities
As at Fri 9 Oct 2026- Caoimhe's dashboard request points to Growth, which adds the dashboards builder.
- A passed accuracy test on amended policies gives a written proof point for the proposal.
Transcript
Lewis KerrGood afternoon Caoimhe. Hannah's joining now. She's our solutions engineer and she'll run the demo.
Hannah LoweHi Caoimhe, good afternoon. Before I start, what's the one thing you most need to know from this?
Caoimhe DunneWhether it answers the compliance questions correctly, I suppose. Accuracy. Nothing else matters if it's wrong.- Hannah LoweGood, that's what I'll focus on. To be precise, I'll use a sample of your policy documents and a few tickets, not made-up data. The short answer is yes, it can answer from them. The longer answer is that accuracy depends on how the documents are written.
- Caoimhe DunneThat's honest. Go on.
- Hannah LoweLet me share my screen. Here's the search page with a question about a policy version. You'll see the answer, and underneath it, the source it came from.
- Caoimhe DunneOh, that's good. Click the source.
- Hannah LoweThere. It shows the document, the section and the last update.
- Caoimhe DunneCan you try a question where the answer has changed? We amended a policy last year.
- Hannah LoweYes, let's try that. The answer should show the newer version. If it shows the older one, that's a connector issue, and we'd want to know.
- Caoimhe DunneRight. Okay, it's the newer one. Good.
- Hannah LoweI'll put that test in writing for your records, the question and the result.
- Lewis KerrThe deal's at £25,500 on Starter, so one team and fifteen users. Does this look like it fits?
- Caoimhe DunneIt fits customer success. I'd want to see the helpdesk side too. Can it read tickets?
- Hannah LoweIt can index the tickets, yes, through the helpdesk connector. I'd need to check which connectors your tier includes before I promise more. Starter allows four.
- Caoimhe DunneOkay. Next question, security. Our credit union customers will ask about access controls.
- Hannah LoweThat's a fair question. I'll check the exact access model with my colleague and come back to you in writing. I'd rather not answer that from memory.
- Caoimhe DunneFine. How often does the data refresh? If a policy is updated on a Monday, when do we see it?
- Hannah LoweThere's a nightly refresh, complete by 07:00 customer local time on business days. So a change made on a Monday shows up overnight, provided the source has updated.
- Caoimhe DunneOkay, good. And if it goes down?
- Hannah LoweThe service terms cover availability, and I'll send you those so you can read the exact commitments rather than take my summary.
- Lewis KerrI'll send the service terms today, Caoimhe, along with the proposal.
- Caoimhe DunneCould we see a dashboard? I'd like to show Fergal what it looks like.
- Hannah LoweDashboards are a Growth feature, so on Starter we'd keep it to the search and chat views.
- Caoimhe DunneOkay, that's clear. Thanks for being straight about it.
- Lewis KerrRight, next steps. Hannah writes up the access model and the test result, I send the terms and the proposal, and we set the next call.
- Caoimhe DunneThanks everyone. Bye.
- Hannah LoweThanks Caoimhe. Thanks, Lewis.
- Lewis KerrCheers both. Speak soon.