Kilcolgan Payments

Duplicates: On 14 Apr 2026 Eoin Hegarty reported duplicate client records after a data migration. It was solved on 15 Apr 2026 and closed on 19 Apr 2026, but the record does not show the refresh result or a deduplication approach.

Connector sync: On 15 Apr 2026 Eoin reported about two hundred records missing from the collections connector. He traced it to a customer-side service role change and confirmed the fix on 22 Apr 2026.

Support in May: On 7 May 2026 dashboards were stale after a Salesforce sync timeout. The first response took 807 minutes, and the tier is not in the record. The same day a second duplicate-records ticket was opened, with no customer finding shown; it closed on 23 May 2026.

Payments: On 27 May 2026 the payments connector loaded no records because of a restricted API key. Bethan Lister responded in 41 minutes, and the ticket closed on 1 Jun 2026 without a recorded fix.

Renewal: On 29 May 2026 Daniel Okafor opened the talk on the 28 Aug 2026 Starter renewal. Diarmuid said the team uses it well, has not committed and wants the terms first; Lewis Kerr owes him the terms.

Open at the end: On 23 Jun 2026 the collections dashboard showed old data while the source was fresh. Kate Ormerod passed it to the platform team, and no cause is shown. The deduplication answer and the renewal terms were also unconfirmed.

Support: On 21 Jan 2026 Clodagh Fitzgerald asked for a custom report builder. Bethan Lister replied within 270 minutes, pointed to dashboards, search and export, and the ticket closed on 30 Jan 2026.

Support: On 23 Mar 2026 Clodagh asked how to find all open tickets for a client in the brain. Kate explained that the search bar can query by client name, and the ticket was solved by 26 Mar 2026.

Outreach: Alice Brewer invited Clodagh to a London roundtable on 24 Feb 2026 (sent 10 Feb 2026). She told Eoin Hegarty on 27 Feb 2026 about a March webinar and promised details and a link.

Outreach: On 8 Mar 2026 Alice invited Eoin to the BG-Demo stand at a Manchester conference on 11 Mar 2026. On 28 Mar 2026 she invited Clodagh to a webinar on 16 Apr 2026.

Open at the end: The report builder request had no committed date and the reads do not show it was logged against a product item. The webinar details promised to Eoin are not shown as sent. No customer replied to any invitation, so attendance and interest are not shown.

Go-live: on 6 Oct 2025 Laura Penhaligon trained about 12 client services people and declared the brain live. Clodagh Fitzgerald called it brilliant, said she was excited and accepted the nightly refresh.

Onboarding: on 20 Oct 2025 Eoin asked for help configuring connectors for the collections system and helpdesk. Bethan Lister advised starting with those two, and the response took 419 minutes.

Performance: on 7 Nov 2025 Eoin reported the collections dashboard taking over 30 seconds to load, with frequent timeouts. It was solved by 14 Nov 2025, after six days.

Search: on 20 Nov 2025 Eoin asked how to search across connected systems. Bethan answered in 280 minutes and the ticket closed in five days. The read treats it as healthy engagement.

Data quality: on 25 Nov 2025 Eoin reported duplicate customer records. Olivia responded within an hour, traced it to inconsistent customer ID mapping in the source system, and it was solved on 26 Nov 2025.

Open at the end: on 10 Dec 2025 Eoin reported invoicing records missing key fields. Olivia Grant asked for examples, and the ticket shows solved on 17 Dec 2025, but the read shows no customer reply and no stated cause. Dashboards were presented as optional, and Eoin remains the single in-house expert.

Sales: Lewis Kerr demoed Starter on 2 Jul 2025 to Clodagh Fitzgerald and Eoin Hegarty, who said they do this manually across three tabs. The 11 Jul 2025 email recapped the need and promised a proposal.

Proposal: on 15 Jul 2025 Diarmuid Kenny said mid-August was tight and end of month would be better. Lewis restated signature by the fifteenth of August.

Negotiation: on 31 Jul 2025 the proposal was £20k subscription plus £6,000 implementation, £25k in total. Diarmuid said the pricing looks reasonable and asked for single figures.

Freshness query: on 4 Aug 2025 Clodagh said the CFO and controller wanted to move ahead but needed the data freshness commitment explained by Owen Tallis. Starter credits cover availability only.

Signing and billing: on 13 Aug 2025 Lewis sent the order form and MSA at £25k for one year. The signed copy is not shown. Invoice INV-178-0001 for £6,000 (18 Aug 2025) and INV-178-0002 for £19k (29 Aug 2025) were sent; payment is not shown.

Onboarding: kickoff on 8 Sep 2025 with Laura Penhaligon. Clodagh's main worry was that her team would not use it. The CRM sync started on 16 Sep 2025, and the helpdesk connector followed on 22 Sep 2025, where she said the team were sceptical.

Open at the end: on 29 Sep 2025 the CRM, helpdesk and calls connectors ran cleanly but only a couple of people logged in. Training was agreed, Daniel took over as CSM, and Eoin was the only named admin.

Discovery: On 12 Jun 2025 Lewis Kerr held a discovery call with Clodagh Fitzgerald and Diarmuid Kenny. Lewis scoped three connectors (collections system, Google Workspace, Zendesk) and positioned Starter.

Needs: Clodagh described client data sitting in separate systems. Diarmuid, the CFO, wants early warning of churn risk, for example when a client stops payments or files many disputes.

Price: Lewis quoted £6,000 implementation and about £20k list for the annual subscription, with any discount on the first year only. Diarmuid called the ballpark "not unreasonable".

Follow-up: On 13 Jun 2025 Diarmuid asked when the proposal could be sent and said Clodagh is keen. The thread quotes around £25k for the Starter implementation and first year, and he called the pricing "reasonable".

Proposal: Lewis sent the proposal on 17 Jun 2025 and offered to discuss contract start dates and discounts, planning a call the following week.

Risks: Lewis mentioned quarterly CSM check-ins, but Starter carries a six-monthly check-in. The customer is also anchoring on a mid-20s all-in ballpark that was only verbal before the proposal.

Open at the end: The proposal is an open item and the evidence shows no signed order form. Finance's churn early-warning need could widen use beyond client services.