Tannahill Systems

Support: the period holds one read, a ticket dated 1 Apr 2025. Kenny asked how to export open support cases from the brain for team reporting.

Handling: Bethan explained how to search with a status filter set to open and use the export button in the top right to save the list as CSV. The read rates the ticket neutral in importance and low in urgency.

People: the read notes that Kenny is Head of Customer Support, a senior voice in adoption and value realisation. The read tags him as a decision-maker.

Open at the end: the read records no risks, opportunities or next steps. The evidence does not show any call, email thread or news item in the period, so it says nothing on renewal, price or sentiment beyond this routine request.

Renewal outreach: On 3 Jan 2025 Daniel Okafor wrote to Finance Director Moira Sinclair ahead of the 5 Apr 2025 contract end, noting lighter usage. The thread shows no reply.

Support: On 3 Feb 2025 Scott Galbraith reported that search fails for IDs with dashes. Bethan Lister reproduced it and escalated to Samir Haddad in engineering.

Connector: The Zendesk connector stopped pulling tickets on 4 Feb 2025 because the customer's API token expired. Scott supplied a new one and Bethan confirmed on 7 Feb 2025 that it was pulling.

Outreach: On 12 Feb 2025 Sofia Marchetti invited Kenny Lockhart to a webinar. There was no reply.

Renewal call: On 17 Feb 2025 Nell Ashcombe confirmed £20k a year, the same as last year, with the order form to follow. Kenny blamed softer usage on a leaver and said the product is fine. No dashboards had been built, and the business review will test whether Starter fits year two.

Later: On 20 Mar 2025 a blank dashboard chart was fixed by Scott adjusting a filter range. On 26 Mar 2025 news reported senior management changes at Tannahill, naming nobody.

Open at the end: The dashes search fix, the business review and its value metrics, and the signed order form are not shown as complete.

Support: On 18 Oct 2024 Scott Galbraith reported search for 'billing' returning no results. Bethan Lister suggested searching 'bill' and said she would check whether the nightly refresh had run; the read does not show the cause.

News: On 28 Oct 2024 Leisure Technology News reported that Tannahill is expanding its platform and customer support operations. It gives no figures or dates and shows no change to leadership or contract.

Events: On 5 Nov 2024 Sofia Marchetti invited Scott to a revenue leaders roundtable in London on 26 Nov 2024. There is no customer response in the thread, and the invitation went to a support administrator rather than a revenue or finance lead.

Support: On 22 Nov 2024 Scott reported a dashboard filter not applying. Bethan found a missing save step, and the ticket was solved on 26 Nov 2024.

Support: On 25 Nov 2024 Scott reported the admin dashboard refresh stalling after 06:00, with connectors all green. Bethan optimised a query performance issue, and on 29 Nov 2024 Scott confirmed it was fixed and faster.

Request: On 18 Dec 2024 Scott asked for a bulk CSV export of all search results. Connor Webb passed it to the product team and suggested refining searches first.

Open at the end: the roundtable reply, the bulk export request with the product team, and the cause of the 18 Oct 2024 search fault.

Data quality: On 1 Jul 2024 Scott Galbraith reported duplicate customer records in search results after a CRM sync, which he believed came from the CRM. Bethan Lister asked which customer was affected and how many copies there were.

Adoption: On 17 Jul 2024 Scott asked how to build a dashboard showing support cases by priority over time. Bethan walked him through the dashboard builder step by step, and the read treats this as a sign of investment in custom dashboards.

Open at the end: The evidence does not show Scott's reply on the duplicates, whether the cause was found, or whether the ticket was resolved. The dashboard question appears to have been answered.

Scope: Only two tickets are in the period. There are no calls, emails or news items, so the evidence does not show wider sentiment, renewal talk or price discussion.

Renewal: on 2 Apr 2024 Nell Ashcombe sent Linda Gourlay renewal invoice INV-103-0003 for £20k net plus VAT of £3,900, total £23k, due 2 May 2024.

Billing: the thread holds no customer response, so it does not show acceptance, payment or any question about the amount. Payment status sits with accounting records, which these reads do not show.

Support: on 17 May 2024 Scott Galbraith asked how to filter search results by date range. Bethan Lister walked him through the dropdown steps and the ticket was solved on 21 May 2024.

Adoption: the ticket read treats this as adoption and training support. Scott found the dropdown himself before asking, which suggests the customer is actively using search and filtering.

Open at the end: whether INV-103-0003 was paid against the 2 May 2024 due date is not confirmed in the reads. No complaint, price conversation or change of contact appears in the period.

Renewal: On 5 Jan 2024 Daniel Okafor opened the Starter renewal at £20k for the term ending 5 April 2024. Finance Director Moira Sinclair said she would review internally and reply by the end of the month.

Billing: On 17 Jan 2024 Kenny Lockhart queried a renewal invoice showing a higher figure than expected. Callie Brennan offered to cross-check it against the contract; the read does not show the outcome.

Support: On 26 Jan 2024 Kenny asked to deactivate a departed team member, solved 16 Feb 2024. On 1 Mar 2024 he reported the CSV export cutting off the Notes column, solved 12 Mar 2024.

Connector: On 9 Feb 2024 Scott Galbraith reported the CRM connector had stopped syncing. Callie's diagnosis was a likely rate limit or quota issue at the customer's CRM; on 12 Feb 2024 Scott said there was still no data refresh.

Pricing: On the 4 Mar 2024 call Nell Ashcombe quoted a rise from £20k to £22k. Moira said the support team uses the brain daily but called the rise a significant jump, and asked about adding users.

Open at the end: On 27 Mar 2024 Nell sent the order form at £20k from 5 April 2024 and Moira said it looked good. The signed copy is not shown, the reads do not explain the gap from the £22k quote, and the connector fix is not recorded.

News: On 23 Oct 2023 Leisure Technology Review reported that Tannahill Systems had strengthened its leadership team, citing demand for integrated booking and member management. The item names no individuals or roles, so it is background only.

Support: On 13 Dec 2023 Scott asked to expand access to the finance team so they could query invoicing data without seeing customer personal information. Callie confirmed that role-based scoping can create a Finance role mapped to specific data scopes, limited to invoicing tables.

People: Scott is read as a champion. Callie handled the ticket.

Open at the end: The Finance role still needed to be set up with the right data scopes before enabling refresh. The reads do not show whether this was done, and show no pricing, renewal or complaint discussion in the period.

This period holds one read, the 18 Sep 2023 check-in call between Daniel Okafor and Kenny Lockhart, who was the only customer participant.

Call: Kenny reported no real problems and said the nightly refresh is working. He described usage as narrow: a couple of people get real value and one person uses search for similar old tickets.

Adoption: Dashboards have not been used much. Kenny said he is still in the explore and learn phase and expects the value to become clearer with use.

Commercial: Daniel noted the contract renews in a little over a year. The read marks the sentiment as mixed and Kenny as a champion, and records no request from the customer.

Open at the end: Value is not yet shown. Dashboards adoption and a wider user base are the gaps to close before renewal. Daniel is to book another check-in with Kenny in a couple of months. Search for similar old tickets is noted as a possible value case.

Billing: On 6 Apr 2023 Nell Ashcombe sent invoice INV-103-0002 for the first year of Starter, £18k net (£21k with VAT), due 6 May 2023. The thread shows no reply or payment.

Onboarding: At the 14 Apr 2023 kickoff Kenny named himself adoption owner and Scott Galbraith admin, and accepted the overnight refresh. On 21 Apr 2023 Kenny confirmed the Starter terms match what was signed.

Go-live: On 8 May 2023 the customer's security reviewer was satisfied, and go-live was planned for that week. On 15 May 2023 Kenny and Scott said the data looked good, with two of four connectors used.

Training: Kenny called the 30 May 2023 session a replacement for work done by hand. The on-site session had no fixed date on 24 May 2023.

Support: Two early permissions tickets were routine. On 24 May 2023 the helpdesk connector stopped syncing after the customer rotated an API key, and on 8 Jun 2023 new Snowflake group users did not appear in the admin panel.

Open at the end: Resolution of both faults is not shown, and neither is payment of the invoice. Kenny expects 15 users on a 15-user plan, dashboards are a Growth feature, and Scott asked on 23 Jun 2023 for saved query templates.

Demo: On 18 Jan 2023 Nell Ashcombe asked Kenny Lockhart for a call to show the brain to his support team. Kenny pushed the timing back and asked for times to check with the team.

Proposal: On the 23 Jan 2023 call, Nell proposed Starter at £24k for year one, covering implementation and the first subscription year. Moira found it high, asked twice about the annual rate and got no figure.

Negotiation: On the 23 Feb 2023 call, Moira, Kenny and Linda Gourlay asked for a substantially lower price, citing a new vendor and the need to see the return first. Nell held £24k and offered an additional user pack at no cost for the first year.

Order form: On 21 Mar 2023 Nell sent Moira, the Finance Director, the Starter order form at £24k. Moira had minor terms questions and wanted a call before signing; Nell offered 10:00 the following day.

Billing: On 24 Mar 2023 Nell sent Linda invoice INV-103-0001 for the implementation, £6,000 net (£7,200 with VAT), due 23 Apr 2023.

Open at the end: The evidence does not show the terms call being held, the order form being signed or the invoice being paid. The value case is unquantified and the annual subscription rate was never stated in these reads.

Discovery: On 1 Dec 2022 Nell Ashcombe ran discovery with Kenny Lockhart (Head of Customer Support) and Moira Sinclair (Finance Director). Kenny described a support team of about eight people reconciling the CRM, Zendesk, an analytics tool and the finance system by hand for every ticket.

Pricing: On the same call Nell quoted Starter at £6,000 implementation over four weeks and a £20k annual subscription, with 15 users and four connectors. Moira asked about cost and implementation time, so budget sign-off will likely sit with her.

Demo: On 29 Dec 2022 Nell and Tobias Renwick demoed a test brain built on a subset of the customer's Zendesk, Salesforce and Xero data. Kenny called it really useful, asked about freshness and about adding product usage data later, which points to more connectors.

People: Kenny is the champion in both calls. Moira was not on the demo call, and Kenny said she will want to see it.

Open at the end: A proposal with scope, timeline and commercial terms was to follow, and Nell promised Kenny a summary by the end of that week. Ticket volume was not quantified, Moira's question on customer numbers went unanswered, and the evidence does not show a budget, timeline or rival.