Kilternan Software

This quarter holds one read, the 15 Oct 2025 demo call with Kilternan Software. No other calls, emails, tickets or news are recorded for the period.

Demo: Hannah Lowe ran search on a sample of the customer's policy documents and tickets. The amended-policy question returned the newer version, and Hannah promised the test result in writing.

Customer view: Caoimhe Dunne, Head of Customer Success, 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 a Growth feature, so the request is a possible upgrade route, and ticket indexing needs a connector when Starter allows four.

Open at the end: Hannah owes the written access model and the amended-policy test result, because Caoimhe's credit union customers will ask about access controls. Lewis owes the service terms and the proposal, and is to set the next call. The read does not show the outcome beyond these steps.

Set-up: on 16 Sep 2025 Lewis Kerr asked Caoimhe Dunne, Head of Customer Success, to book a discovery session. She agreed to the following Thursday afternoon and wants her team to get answers without chasing data across systems.

Discovery: on 18 Sep 2025 Lewis ran the call with Caoimhe and Fergal Lynch, who said he is the economic buyer. Support queries sit in three places and compliance answers are often in an inbox.

Commercial: the figure discussed was £26k on Starter, with customer success only in the first phase. Lewis would not quote a return without support volumes and hours.

Pushback: on 19 Sep 2025 Lewis sent the proposal and hoped to have it signed by 13 Nov 2025. Fergal said it was more than he expected and he needs to see value against current manual spend.

Open at the end: the Starter proposal is unsigned. Lewis owes a written value summary and the business case framework. Caoimhe is to send support volumes and hours. The solutions engineer is due to cover data security for credit union customers. The evidence does not show whether the chief executive joined the discovery call as a separate attendee beyond Fergal.