Kenmure Business Telecom

Adoption: On 1 Apr 2026 Shona Baird said the service desk had taken to the brain and wanted account managers using it more. On 24 Jun 2026 she set up read-only access for the service desk team.

Freshness: The 7 Apr 2026 check-in raised two high priority tickets after the overnight provisioning refresh finished late on two mornings. Marcus Bell would not call an Enterprise freshness breach until engineering report, and the cause was unconfirmed.

Support: A billing connector failed after a customer-side password change and was loading again by 9 Apr 2026. A 13 Apr 2026 ticket on order counts was fixed by re-running a sync, and historical backfill before 28 Aug 2025 was raised.

Renewal: On 29 May 2026 Marcus sent the renewal notice and CFO Robert Lindsay asked whether £104k or £125k was contracted. On 11 Jun 2026 he said usage had not grown and he must justify cost per customer served.

The 15 Jun 2026 call: Robert said he would agree nothing. Tom Ashdown confirmed the executed order form is £104k, and the CRM renewal deal sits at £125k.

Open at the end: A written breakdown, usage figures and root cause on both tickets were owed, with agreement aimed for 18 Aug 2026. The 4 Jun 2026 billing dashboard slowness ticket and duplicate records ticket show no documented resolution. Invoice INV-156-0005 had no PO reply.

Usage: on the 4 Feb 2026 check-in Marcus Bell showed daily active users averaging in the mid thirties, more than double the previous quarter. Shona Baird wants a before and after repeat-fault figure and said the contract comes round in August.

Support: six tickets, mostly how-to and dashboard help from Alan Rennie, closed or resolved. Two matter: complex queries timing out during refresh (opened 11 Feb 2026, closed 7 Mar 2026) and a Salesforce connector that stopped syncing on 13 Feb 2026 after an API authentication change.

Billing: on 2 Mar 2026 Rachel Dunmore sent invoice INV-156-0004, gross £31k, due 1 Apr 2026, and noted the previous invoice was settled promptly. A PO number was still requested.

Renewal: at the 5 Mar 2026 QBR Robert confirmed the £104k Enterprise order form matches the invoice. He said he needs written value in board terms, will agree nothing on a call, and noted use is about a quarter of the licences.

Open at the end: the written value case, a second admin still to be named, provisioning and half the billing team still to onboard, and a warning from Alan before billing tables change. Price sits with Robert.

Early October: Calls on 7, 14 and 21 Oct 2025 loaded helpdesk, CRM and billing and fixed circuit mapping gaps. Alan Rennie, the only admin, was asked on 21 Oct 2025 to name a second admin.

Support: Shona Baird chased two high priority tickets on 31 Oct 2025, saying the fault was better but not gone. Connor Webb took ownership and promised an update by the end of 4 Nov 2025.

Adoption: On 3 Nov 2025 Alan reported more users than expected and an export permission fixed on the customer side. On 10 Nov 2025 he said a couple of older entries still differed from billing.

People: On 17 Nov 2025 Shona said price or scope decisions go through Robert, not her. Provisioning stayed cautious and its timing was unpromised.

Billing: On 24 Nov 2025 billing stalled for lack of a job owner, with about a dozen active users of 150 seats. The file landed by 1 Dec 2025, and Shona said she could now tell what the customer is seeing.

Training: The 2 Dec 2025 hands-on session was called properly useful. Dashboard builder tickets and a single sign-on request also showed engagement.

Open at the end: Rachel Dunmore sent invoice INV-156-0003 on 28 Nov 2025, gross £31k, due 28 Dec 2025, with the PO number still requested. Legacy references, the orders load, SCIM, provisioning and the sole admin remained open.

Sales: Shona Baird saw the demo on 7 Jul 2025 and took it to Robert Lindsay. Tom Ashdown walked her through the Enterprise proposal on 21 Jul 2025, with a £134k total that includes implementation.

Negotiation: On 4 Aug 2025 Robert, Morven Tait and Heather Gillespie questioned the figure, service levels, quarterly payment and discount, and nothing was agreed. On 12 Aug 2025 Robert asked in writing for the annual subscription amount.

Contract: The reads do not show the written answer or the signature. Invoices went to Heather on 15 Aug 2025 (implementation) and 28 Aug 2025 (first annual subscription), with no reply, and the 28 Aug 2025 kickoff thread says the subscription has started.

Security: On 1 Sep 2025 kickoff, Gordon McInnes wanted a live session first. On 2 Sep 2025 he set three conditions, and Laura Penhaligon committed that no connector goes live before he signs off the roles.

Onboarding: A ticket on 2 Sep 2025 for stopped circuit syncing was fixed by Alan Rennie, who regenerated an expired token. On 15 Sep 2025 two connectors were live and early users found the brain thin; on 24 Sep 2025 the billing load showed a handful of duplicate accounts.

Open at the end: No second admin is confirmed, helpdesk read access needs widening, and the billing mapping is outstanding. The PO numbers, Gordon's sign-off and a provisioning date are also unconfirmed.

Scheduling: On 13 Jun 2025 Tom Ashdown proposed a discovery call and Shona Baird agreed to a Wednesday slot at 10:00. She planned to bring service desk and provisioning colleagues to describe what the customer sees.

Discovery: On 23 Jun 2025 Shona and CFO Robert Lindsay met Tom. Shona described account management, provisioning and the service desk working in separate systems, with billing elsewhere.

Price: Tom gave a working figure of £134k for Enterprise, a total including one-off implementation and not an annual price. Robert asked which figure was contracted and was told none yet.

Customer view: Shona was interested if the system could find the hospitality fault in one go. Robert framed the need as cost per customer served and wants every figure explained.

After the call: The same day Robert emailed asking for the annual subscription and the implementation fee shown separately in writing. The thread describes the £134k as a pencilled-in deal value.

Open at the end: Tom owes Robert the written price split and the data location note. Shona is to send demo dates, early July if possible, and Tom is to book a demo on a sample of the customer's own data. Security will ask about data staying in the customer's Snowflake account, and the decision target is 14 Aug 2025.