What Clients Say
Perspectives from Organisations We Have Worked With
These are honest accounts from clients across different sectors and stages of AI engagement in Malaysia.
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Completed engagements
4.8
Average satisfaction score
3
Years in practice
100%
Deliverables as agreed
Client Reviews
In Their Own Words
Ahmad Wazir
Operations Director, Financial Services · KL
We had been discussing AI internally for about a year without making progress. The Discovery engagement gave us a clear written brief with four realistic candidates. What I valued most was that the brief was honest about which ideas were speculative — it did not oversell.
April 2025 · Stillwater Discovery
Tan Mei Ling
Head of Administration, Education · Selangor
The Build engagement took approximately eight weeks. We now have an enquiry classification system running quietly in the background — the admin team barely had to adjust. The documentation left behind is thorough and the handover was unhurried. I'd choose the same service again.
May 2025 · Concentric Build
Rohani Nasirudin
Managing Partner, Legal Firm · KL
We engaged Teratai Arc for the Stewardship arrangement after a vendor had set up some AI tools for us the previous year. Monthly reviews were substantive — there was always something worth examining. The decision log has been useful when questions have come up at partner level.
March–April 2025 · Outer-layer Stewardship
Krishnan Subramaniam
CEO, Accounting Practice · Penang
I appreciated that the Discovery brief did not pretend every AI idea was a good fit. Two of the four candidates were described as low-priority, with clear reasoning. That kind of measured assessment is rarer than it should be in this space.
April 2025 · Stillwater Discovery
Nurul Fadhilah
Deputy Director, Training Institute · KL
The team interviewed three of our programme coordinators — not just me. The brief reflected things I had not thought to mention. We used it as a basis for our internal AI committee discussions, which I had not expected. Good work, clearly communicated.
May 2025 · Stillwater Discovery
Hafiz Zainal
CFO, Insurance Firm · Kuala Lumpur
We are now at month four of the Stewardship arrangement. The monthly reviews have been consistent and well-structured. The outside perspective has been useful when we have had disagreements internally about AI decisions — having documented observations to refer back to changes the nature of those conversations.
February–May 2025 · Outer-layer Stewardship
Client Journeys
Selected Case Studies
Case Study 01 · Financial Services · Kuala Lumpur
From Vague Interest to a Working Enquiry Tool
Challenge
A mid-sized financial advisory firm had been receiving 60–80 client enquiries per week via email. Staff spent a disproportionate amount of time routing these to the right department and drafting initial holding responses. Leadership wanted to know whether AI could help but had no clear idea where to begin.
Solution
A Stillwater Discovery engagement identified enquiry classification as the highest-priority candidate. A subsequent Concentric Build integrated a classification and draft-response layer into the team's existing email workflow. Staff were included in the orientation and had the ability to review and override any AI-generated draft.
Outcome
Routing time for incoming enquiries reduced significantly over the first month of use. Staff reported that the draft responses were generally usable with light editing. The full integration documentation was reviewed at handover and is now maintained by the firm's operations team independently.
"The Discovery brief was honest. It told us one of our initial ideas wasn't worth pursuing yet — and that was exactly the kind of advice we needed."
Case Study 02 · Education · Selangor
Steady Oversight for an Organisation Already Using AI Tools
Challenge
A private training institute had adopted two AI tools after recommendations from their software vendor. Six months later, one tool was rarely used by staff and the other had raised questions about data handling that no one had fully resolved. Leadership had no neutral party to consult.
Solution
The Outer-layer Stewardship arrangement was put in place for six months. Monthly meetings reviewed usage patterns, raised the data handling question formally with the vendor, and documented the institute's decisions about which tool to keep in active use and which to phase out after contract expiry.
Outcome
By the fourth month, the institute had made a clear decision about both tools, negotiated a contract amendment on the data handling issue, and had a written log of the reasoning behind each decision. The closing brief provided a concise record for their board of directors.
"Having a calm outside voice during the vendor negotiation made a real difference. The monthly log meant we walked into that meeting with documented observations rather than impressions."
Professional Standards
How We Maintain the Trust of Clients
Written Agreements
Scope, price, and confidentiality confirmed in writing before every engagement
Data Privacy
Compliant with Malaysia's PDPA. Client data never shared between engagements
No Vendor Bias
No preferred supplier arrangements. Recommendations made on fit, not commercial relationships
Deliverables Kept
All written deliverables belong to the client. No ongoing access to Teratai Arc required to use them
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