Quillmark Health / BB-Demo – Demo
Callcompleted
Quillmark Health: documents · 2026-02-16 16:00
Demo for Ben Kowalski on anonymised sample data running in Snowflake. He liked the single view and the question box, wants alerts when a hospital contact changes, and still cannot commit to a date.
What was said
What this says
Current to 11 Oct 26Demo for Ben Kowalski on anonymised sample data running in Snowflake. He liked the single view and the question box, wants alerts when a hospital contact changes, and still cannot commit to a date.
What happened: Hannah Lowe demoed a client page, a question and a contact view, hosted by Jordan Pike. Ben Kowalski attended alone because a client-services lead was pulled into an escalation.
Customer view: Ben said the single view gets leads in and questions keep them. He said hospital contact reshuffles are most of the escalations.
Commercial: Ben wants email alerts when a contact changes. Hannah said the dashboards builder with alerting sits on Enterprise and she would not promise a notification without checking.
Watch: Ben still cannot promise a date. Security wants the architecture, data flow, roles and single sign-on in writing.
Themes
Current to 9 Oct 26Theme
Demo and security review
Importance
neutral
Sentiment
positive
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Hannah to write up the architecture, data flow, roles, access and single sign-on for security.
- Jordan to send a recap after the call.
- Ben to come back with what the client-services leads want from alerts.
Risks
Current to 9 Oct 26- Ben cannot promise a decision date and security and procurement decide.
- Client-services leads did not attend, so their view reaches BB-Demo only through Ben.
- Notification needs are unclear and Hannah did not promise alerts out of the box.
Opportunities
Current to 9 Oct 26- Alerting on contact changes points to the Enterprise dashboards builder.
- A first phase of three or four sources can grow once it is earning its place.
Transcript
Ben Kowalski NoneHey, can you hear me okay? I've got a new headset on and I feel like an air traffic controller.
Jordan Pike NoneLoud and clear, Ben. Good afternoon. Hannah's just joining, I think she's coming off another call.
Hannah Lowe NoneSorry, afternoon both. Give me a second while I find the right window to share. Is it still snowing in Boston, Ben?- Ben Kowalski NoneSlush, mostly. Love it. Everybody's grumpy, the commute's a mess. Anyway, heads up, I was supposed to have a couple of the client-services leads on today but one got pulled into a hospital client escalation, so it's me wearing both hats and I'll feed back to them.
- Jordan Pike NoneTo be transparent, that's fine. Here's where we are: this is the demo, about fifty minutes, Hannah walks through the brain on a sample of your Snowflake data, and we keep the last stretch for questions and for what your security team will need. Does that work?
- Ben Kowalski NoneWorks for me. Just so you know, security will want to see whatever I see, so anything you can send after, I'll forward on.
- Hannah Lowe NoneI'll put that in writing, then. Before I start, can I ask what you most need to know from today? Because I can go wide or I can go deep on one thing.
- Ben Kowalski NoneDeep on one thing. This is exactly the gap. Right now when someone in client services wants to know where a hospital client stands, they open the CRM, then the ticket system, then a spreadsheet somebody keeps, then they ping me. I want to see one view of one client.
- Hannah Lowe NoneRight, then that's where I'll go. I've loaded a small, anonymised set that looks like the shape of your data: accounts from Salesforce, tickets from Zendesk, and some call notes. Everything you're about to see is running inside a Snowflake account, not ours. That matters later, so I'll keep saying it.
- Ben Kowalski NoneGood. Say it as much as you want.
- Hannah Lowe NoneSo this is a page for one hospital group. The short answer is it's assembled from the sources, not typed by anybody. Top left you've got the account summary, then open tickets, then the last few conversations, then renewal and contact changes. Each line links back to the record it came from.
- Ben Kowalski NoneOkay, wait, can you go back up? The summary. Is that written by a person?
- Hannah Lowe NoneNo, it's generated from the records underneath, and every sentence carries a source. If I click on this one, it opens the ticket. If the source is wrong, the summary is wrong, which is why we care so much about the connectors being healthy.
- Ben Kowalski NoneLove it. That's the thing my people don't trust today, they can't see where a number came from.
- Jordan Pike NoneBen, what would make this a yes for your client-services leads? Is it the single view, or is it being able to ask it questions?
- Ben Kowalski NoneBoth, honestly. Single view gets them in the door. Questions is what keeps them. Can we try one?
- Hannah Lowe NoneGo on, give me a question you'd really ask.
- Ben Kowalski NoneWhich of our hospital clients have had a lot of escalations and haven't had a call with us recently?
- Hannah Lowe NoneOkay. Let me type it as you said it, I don't want to tidy it up for you. Give it a moment. There. Four groups come back, ordered by how long since the last logged conversation, and you can see the tickets that put them on the list.
- Ben Kowalski NoneSorry, say that number again? Never mind, I can see it. Wow. Okay, that's one of the ones I'd have guessed, and two I wouldn't have.
- Hannah Lowe NoneThat's typical. The longer answer is that the surprising ones usually come from a contact who changed roles, and the account looked quiet because the new person wasn't on the thread.
- Ben Kowalski NoneMm. That happens constantly. We lose track every time a hospital reshuffles its finance team.
- Jordan Pike NoneSo if I'm hearing you, the reshuffle problem is real for you and it's not a hypothetical. Is that right?
- Ben Kowalski NoneReal. Yeah. It's most of the escalations if I'm honest.
- Hannah Lowe NoneLet me show you the contact view then. Same group, but now by people. This is who has appeared in tickets and conversations over time, and this marker is where a contact stops showing up and a new name starts. You can ask it to flag that.
- Ben Kowalski NoneCan it do that automatically? Like, tell the account lead on Monday morning?
- Hannah Lowe NoneTo be precise, there are two ways. You can build a saved question that's refreshed with the nightly load and look at it, or on Enterprise there's the dashboards builder and alerting built on that. I wouldn't promise a notification out of the box without checking exactly what you want sent and where.
- Ben Kowalski NoneFair. Let me socialise it internally and come back with what the leads actually want. They'll want email, I guarantee it.
- Jordan Pike NoneThat's useful. Hannah, can we also show the freshness side? Ben, one thing you'll get asked is how current the answers are.
- Hannah Lowe NoneYes. Bottom of every page there's a last-refreshed stamp per source. The refresh runs overnight and should be complete before seven in the morning your time on business days. If a source doesn't load, that stamp goes stale and you can see it, rather than the brain quietly answering from old data.
- Ben Kowalski NoneOkay, that's good. That's honest. Our last tool just looked fine until it didn't.
- Jordan Pike NoneLet's talk about the road from here, because I want to be straight with you. To get to a decision on your side, security has to go through its review. We know that. What would be useful from today for them?
- Ben Kowalski NoneThe architecture diagram, where the data sits, who can see what. And anything about how access works. I'll need to hand that over cleanly or it dies in a queue.
- Hannah Lowe NoneI'll write that up: the architecture, the data flow inside your Snowflake account, roles and access, and single sign-on. I'll also flag the questions I can't answer from memory so you get a note saying so rather than a guess. I'd rather be slower and right.
- Ben Kowalski NoneLove that. Megan will love that too. She hates being told 'best effort'.
- Jordan Pike NoneUnderstood. Ben, one more time on timing. We have June pencilled as a target on our side, but that's our planning and not a promise from you. What would be the honest read on your end?
- Ben Kowalski NoneI can't promise a date, and I won't. Security and procurement decide. I'll push it, but they're their own thing.
- Jordan Pike NonePerfectly fair. I'd rather hear it that way.
- Hannah Lowe NoneShall I show one more thing, the connector status page, so your team can see what would be set up first? Otherwise we'll finish early.
- Ben Kowalski NoneYes, please, that'd be great.
- Hannah Lowe NoneOkay, so here's the list. Each connector has a status, the number of records it has indexed, and when it last ran. The short answer is, you start with the three or four sources that matter for client services, and add the rest after it's earning its place.
- Ben Kowalski NoneThat's how I'd do it anyway. Start small. Don't boil the ocean.
- Jordan Pike NoneThat's exactly how we'd plan it. Ben, thanks for the time. I'll send a short recap today with Hannah's write-up to follow. Anything you want to add?
- Ben Kowalski NoneNo, that's it. Thanks, both. Speak soon.
- Hannah Lowe NoneThanks, Ben. Speak soon.
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