Skovdal Software

Period: this digest rests on one read, a support ticket dated 12 Jan 2026. No calls, email threads or news items fall in the quarter.

Access: two team members could not log in after recent staff changes. Mads suspected a previous sign-out had not cleared properly, leaving a session lock.

Support: Bethan's first response took 91 minutes. She asked for the email addresses needed to check account status.

Open at the end: the conversation stopped with no email addresses in the visible transcript and no documented fix. The ticket shows as closed, but the evidence does not show that either user regained access. The read flags a possible churn risk and a risk of recurring access problems after staff changes.

Check-in: on 28 Oct 2025 Ida Mortensen reported good early wins on the client side. On 31 Oct 2025 Daniel Okafor asked Sofie Bech for a November renewal call with Tom Ashdown, and Sofie agreed to mid-November without firm dates.

Check-in call: on 3 Nov 2025 Ida called the brain part of how the team operates, with a new patient-feedback use case. Her finance team asks regularly whether they are keeping it.

Support: a ticket opened on 7 Nov 2025 to add an operations user was solved on 19 Nov 2025, with first response at 402 minutes. On 2 Dec 2025 a Revenue Overview dashboard showed stale figures from a 24-hour cache timeout, escalated to the platform team without confirmed deployment of a fix.

Renewal: on 18 Dec 2025 Sofie said use was useful in patches and she was not convinced another year justified an increase. Tom said Starter had been £18k for the last year, with pricing rising from 1 Feb 2026, and asked for a decision by 12 Jan 2026.

Late December: on 18 Dec 2025 Ida hit a permission error, solved by 22 Dec 2025. A Salesforce connector sync failure, traced to permissions changed at Skovdal's end, was confirmed fixed on 23 Dec 2025 after one chase.

Open at the end: the renewal decision, the new price, the cache fix and whether the Salesforce refresh loaded cleanly. A value case for finance was still needed.

Check-in: Daniel Okafor ran a routine check-in on 7 Jul 2025 with Ida Mortensen, Head of Client Services. She said adoption took off once staff could ask questions of their own data without a report.

Commercial: Ida said there is a good case for staying on at renewal and that her team would miss it. Daniel noted nothing new is coming on Starter, so no upsell was raised.

Refresh timing: Ida asked for the nightly refresh to complete earlier, around 06:00 or 07:00. Daniel committed to confirm the timing with the platform team by end of that week. The read does not show whether he did, though a later call is said to record it as sorted.

Support: On 1 Sep 2025 Mads asked why search was not returning call records from before June. Olivia suggested a test query and Mads found the cause was his own date range filter. The read treats this as good support and suggests documenting the behaviour in the knowledge base.

Open at the end: The refresh-timing confirmation was the only commitment in the period, and its closure is not shown in these reads. The knowledge base note on date filters was a suggestion only.

Support: on 7 May 2025 Ida reported that one data connector was syncing much more slowly than before, though still working. Olivia committed to checking logs and investigating on BG-Demo's end.

Support: the ticket thread shows no documented resolution or explanation, yet it was not solved until 5 Jun 2025, nearly a month after the report. The read treats the delay as either a blocked investigation or low prioritisation.

People: on 26 May 2025 Sofia Marchetti invited Sofie Bech, the Managing Director, to BG-Demo's Customer Day in London on 12 Jun 2025. The aim was to meet other customers and share Skovdal's experience.

Open at the end: the thread holds no reply from Sofie, so attendance is not shown. The evidence does not show whether she replied by other means. The root cause of the slow connector is also not recorded, and the read flags a risk to adoption if the performance issue was not properly resolved.

Terms: On 2 Jan 2025 Tom Ashdown set out Starter terms with Sofie Bech and Anders Thomsen: £6,000 implementation and a £20k subscription. His email quoted £24k for the initial term, and Anders asked for the order form.

Paper: Tom sent the order form on 15 Jan 2025 and Sofie promised a reply. Finance sent the £6,000 implementation invoice on 20 Jan 2025 and a Starter subscription invoice of net £18k on 3 Feb 2025. No customer reply or payment is shown, and no executed order form appears.

Kickoff: The 6 Feb 2025 kickoff named Ida Mortensen as operational lead. She asked about opening the brain to more users, which Callie Brennan said means Growth.

Onboarding: On 13 Feb 2025 four systems were connected and the mapping agreed. A test refresh ran clean by 20 Feb 2025. On 28 Feb 2025 usage system access was still outstanding, and on 5 Mar 2025 the mapping review set go-live for the end of that week.

Support: On 18 Feb 2025 an expired authentication token stopped the main connector. Bethan Lister responded in 17 minutes and it was fixed the same day.

Open at the end: On 12 Mar 2025 only Ida Bech was trained. Adoption beyond her depends on a video and confirmed field mappings. The system list differs between the kickoff and later calls, and the reads do not explain why.

Discovery: on 11 Nov 2024 Tom Ashdown spoke to Ida Mortensen, Head of Client Services. She described five to ten minute manual lookups across CRM, usage and billing, and agreed to arrange an IT introduction via Mads.

Scheduling: in the 13 Nov 2024 and 25 Nov 2024 email threads Ida accepted a demo and offered Wednesday at 14:00. The threads are logistical and state no needs, budget or concerns.

Demo: on 29 Nov 2024 Hannah Lowe demoed the product over Skovdal's own systems. Ida said she had enough to know it would work, and Mads called it powerful. Ida asked about freshness and Hannah said refresh is nightly by default.

Proposal: on 16 Dec 2024 Tom presented a Starter proposal at an all-in £24k, one bundled figure covering implementation and the first year. Sofie Bech called it solid. Ida said data staying in the customer's own Snowflake account was what sold them.

Commercial: the renewal fee was given only as the standard Starter renewal rate, with no figure. Sofie asked about the annual fee after year one and about data migration.

Open at the end: the order form was to be emailed the day after the 16 Dec 2024 call and signed in the new year. On 27 Dec 2024 Sofie agreed to an early January commercial call, with Thursday at 10:00 proposed. The evidence does not show an executed order form, or whether that call was held.