Quarrington Care Network / BB-Demo – Discovery
Callcompleted
Quarrington Care Network: documents · 2026-01-16 14:30
Discovery call on 16 Jan 2026: Danielle Okonkwo wants a live referral view on real referrers; Gregory Hasselbeck needs privacy sign-off first. Growth sketched at £62,000 total for the deal, order form targeted for 16 Apr 2026.
What was said
What this says
Current to 11 Oct 26Discovery call on 16 Jan 2026: Danielle Okonkwo wants a live referral view on real referrers; Gregory Hasselbeck needs privacy sign-off first. Growth sketched at £62,000 total for the deal, order form targeted for 16 Apr 2026.
What happened: Jordan Pike ran discovery with Danielle Okonkwo and Gregory Hasselbeck, with no decision expected. Liaisons check the CRM, helpdesk, contracts and calls by hand, and the weekly referral trend comes from a hand-built spreadsheet.
Customer view: Danielle wants to see answers on real referrers, checked by two liaisons. Gregory wants an early signal on branch margins without extra work, and will not sign before privacy and security approve.
Commercial: Jordan sketched Growth at £62,000, the total for implementation and the first year, not an annual price. The target for a signed order form is 16 Apr 2026, described as a plan.
Watch: privacy approval and the business associate agreement set the pace. The patient services lead has not yet been involved, and the evidence does not show what happened after the call.
Themes
Current to 9 Oct 26Theme
New Growth deal discovery
Importance
upsell
Sentiment
positive
Voice
decision-maker
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Danielle to send the privacy officer's name on Monday so Jordan can send the security pack.
- Jordan Pike to send Gregory a one-page list of needs, roles and open items that afternoon.
- Jordan to draft a proposal around Growth once the scope is clearer, and set a demo on two referrers chosen by Danielle.
Risks
Current to 9 Oct 26- Privacy and security review could sit in a queue and make the deal drift past the target date.
- The patient services lead has not been involved, and Gregory wants them involved before anything is bought.
- Connector access depends on busy source owners granting it, which Jordan named as the most common slip.
Opportunities
Current to 9 Oct 26- The Growth dashboards builder could replace the hand-built weekly referral spreadsheet.
- Patient services is a second team to bring in after referral relations.
- Danielle expects more than forty users, which could mean add-on users or a higher tier.
Transcript
Jordan Pike NoneHi Danielle, can you hear me alright? I can see you but I'm not getting any sound yet.
Danielle Okonkwo NoneYep, I hear you fine. Hi Jordan. Sorry, one second, Gregory is still hunting for the link.- Jordan Pike NoneNo rush at all. Happy Friday, by the way. Quick time check: we've got thirty-eight minutes on the calendar, and I'll keep an eye on the clock so nobody gets stuck here all afternoon.
- Danielle Okonkwo NoneHappy Friday. Okay, before we start, I have to tell you a win from the field. One of my liaisons walked into a hospital on Wednesday and the discharge planner said, you're the only agency that remembered our last conversation. She'd spent about ten minutes before the visit pulling notes from three different places. Ten minutes. But she said it was the difference.
- Jordan Pike NoneI love that. That's exactly the kind of thing I want to dig into today.
Gregory Hasselbeck NoneHello, sorry, I'm here. Good afternoon, Jordan. What decision is needed today?- Jordan Pike NoneGood afternoon, Gregory. To be transparent, no decision today. This is discovery. The agenda is one line: I want to understand how referral relations works for you now, which systems are involved, what the brain would need to do, and what your privacy and security people will want to see. Then we agree next steps.
- Gregory Hasselbeck NoneFine. Keep it simple. Please go ahead.
- Jordan Pike NoneWill do. Danielle, let's start with you. Walk me through a liaison's morning. She's got a visit at a hospital. What does she do before she goes in?
- Danielle Okonkwo NoneSo, okay. Our liaisons cover hospitals and physician groups across three states, and each one might have a long list of referrers. Before a visit she opens the CRM and looks at the last few notes. Then she goes to the helpdesk to see if that referrer ever raised a problem, a delayed admission, a missing document, anything. Then she asks someone in contracts whether there's an agreement with that hospital that affects how we handle their patients. And if a call was recorded, she tries to find it. Honestly most of them skip that last one because it takes too long.
- Jordan Pike NoneSo four places, and the fourth one mostly doesn't happen.
- Danielle Okonkwo NoneRight. And what I really want to know every Monday is, what's the referral trend? Which referrers are going up, which are going quiet. Today I get that from a spreadsheet one of my analysts builds by hand. It's usually a week out of date by the time I see it.
- Jordan Pike NoneWho's the analyst? Is that a full-time thing?
- Danielle Okonkwo NoneIt's a big part of one person's job. I don't love saying that out loud, because she's brilliant and she should be doing something else.
- Jordan Pike NoneUnderstood. And Gregory, from the operations side, is that the same picture, or do you see it differently?
- Gregory Hasselbeck NoneMargins per branch. That's what I look at. If referrals fall, a branch's margin falls a few weeks later. I want to see the early signal. I don't want more work for my team.
- Jordan Pike NoneThat's helpful. So early signal, no extra work. I'll write that down as a requirement, because it's a good one.
- Gregory Hasselbeck NoneYes. Please.
- Jordan Pike NoneOkay, let me ask about the systems. You've got a CRM, a helpdesk, a call recorder, and a contracts folder somewhere. Is there anything else that holds referral data? Finance, for example, or something on the clinical side?
- Danielle Okonkwo NoneFinance has the billing by branch, and that matters to Gregory. The clinical system I'd keep completely out of this. I don't want patient records anywhere near it. We're talking about the relationship with the referrer, not the patient.
- Jordan Pike NoneThat's a really important line, and I'm glad you drew it. Can I be direct about how we handle it?
- Danielle Okonkwo NonePlease.
- Jordan Pike NoneSo the brain is built and run inside your own Snowflake account. Your data doesn't leave your environment to sit in ours. You choose which sources get connected. If the clinical system isn't connected, it isn't in the brain. Full stop. And because you're subject to HIPAA, there'd be a business associate agreement in place before anything is connected.
- Gregory Hasselbeck NoneHas the privacy officer seen that? The Snowflake point?
- Danielle Okonkwo NoneNot yet. I wanted to see whether it was worth her time first.
- Gregory Hasselbeck NoneUnderstood. I won't sign anything before privacy and security approve. That's not negotiable.
- Jordan Pike NoneAnd you shouldn't. To be transparent, I'd rather your security team ask us the hard questions early than find something in week six. Whatever they ask, we'll answer it in writing. If there's a gap, I'll tell you about the gap.
- Gregory Hasselbeck NoneGood.
- Danielle Okonkwo NoneCan I ask something practical? Notes. Our liaisons write notes in all kinds of ways. Some are two words. Some are a paragraph with a person's first name and a personal detail. Would the brain just ingest all that?
- Jordan Pike NoneIt would read whatever's in the connected source. So that's a fair worry. What I'd suggest is we scope the connectors carefully, and agree on which fields and which note types are in. Some customers also set a simple rule for their teams about what goes into a note. It's not a technology fix, it's a habit.
- Danielle Okonkwo NoneMm. That I can do. I can get that out to the liaisons by Friday. I need this by Friday, really, otherwise it drifts.
- Jordan Pike NoneHa, you said it. Okay. Let me show you how a question works, so it's not abstract. Say a liaison asks, what has this hospital raised with us in the last quarter, and are any contracts coming up for renewal. The brain pulls the helpdesk tickets, the call notes, and the contract, and answers in one place, with the sources listed so she can click through.
- Danielle Okonkwo NoneWith the sources. Okay, that matters. She needs to trust it.
- Jordan Pike NoneAlways cited. Nothing comes back as a bare claim. If there's no source, it says so.
- Danielle Okonkwo NoneAnd leadership? Because I do get asked for fast answers. Gregory will say, why did referrals from that group drop, and I've got an hour.
- Gregory Hasselbeck NoneI do say that.
- Jordan Pike NoneRight, so that's the second use. Danielle's team asks before visits, and the leadership team asks about trends. In the Growth tier there's also a dashboards builder, so the weekly referral view you described could be a page that updates itself, rather than a spreadsheet.
- Danielle Okonkwo NoneOh, I'd like that. My analyst would cry. Happy tears.
- Jordan Pike NoneWell, let's keep her. She'd get to build the pages rather than copy numbers. That's usually how it goes.
- Danielle Okonkwo NoneGood. I'll tell her that. Sorry, go on.
- Jordan Pike NoneLet me ask about teams, because the profile I have says referral relations and patient services. Is patient services part of this from day one, or is that a phase two?
- Danielle Okonkwo NoneBoth. Patient services handles the calls when a family or a referrer rings in with a problem. If they can see the same view of the referrer, a lot of the back and forth disappears. But I would start with referral relations and bring them in a bit after.
- Gregory Hasselbeck NoneWho runs patient services day to day? Not me. I'd want them involved before anything is bought.
- Danielle Okonkwo NoneRight. I'll get their lead on a later call. I'd rather not guess what she'd say.
- Jordan Pike NoneThat's wise. I'll note it as an open item. Patient services lead on the next call.
- Jordan Pike NoneLet me do a bit of honesty about how this goes live, because I think Gregory will want to know the effort on your side.
- Gregory Hasselbeck NoneYes. What's the risk?
- Jordan Pike NoneBiggest risk is that the connectors take longer than we say because somebody on your side has to grant access, and that person is busy. That's honestly the thing that slips most often. Second risk is the data being messy at the start. Referrer names entered four different ways, that sort of thing. We handle a lot of that, but it'll surface.
- Gregory Hasselbeck NoneHow long?
- Jordan Pike NoneFor a Growth implementation we plan around eight weeks. I'd rather say eight and hit it than say four and miss.
- Gregory Hasselbeck NoneEight weeks. Fine.
- Danielle Okonkwo NoneWhat would I need to give you? Names. I need to know who to ask on my side.
- Jordan Pike NoneThree roles, really. Someone who owns each source system and can grant access. Someone from privacy or security who signs off on the connectors. And a day-to-day owner for the project. That's you, I'd guess, or someone you nominate.
- Danielle Okonkwo NoneThat's me. Or my deputy, if I'm travelling, which I usually am.
- Jordan Pike NoneOkay. Our customer success lead, Hollie Grieve, would pick this up after signature and run the adoption side with you. I'll stay on the commercial side.
- Danielle Okonkwo NoneGood, I like having a name.
- Jordan Pike NoneNow, scope and rough numbers, because I think Gregory would want to know the order of magnitude. Based on what I've heard, a Growth scope fits. Several teams, a set of connectors, the dashboards builder, quarterly reviews. The figure we've sketched is £62,000, all in, with the implementation included. That's the total for the deal, not an annual price. I'll break it out properly in a proposal.
- Gregory Hasselbeck NoneSixty-two thousand, total.
- Jordan Pike NoneTotal, yes. Implementation and the first year together.
- Gregory Hasselbeck NoneDoes that move?
- Jordan Pike NoneThere's some room, but I'd rather not play games on a first call. Let's agree on scope first. If the scope changes, the number changes. What would make this a yes for you?
- Gregory Hasselbeck NonePrivacy and security approve. The business associate agreement is clean. And my team does not carry the load. Those three.
- Jordan Pike NoneThat's a clear answer. Thank you. Danielle, same question. What would make it a yes for you?
- Danielle Okonkwo NoneI want to see it on our own referrers. Not a demo with made-up hospitals. Real ones. If my liaison can ask about a hospital she knows and the answer is right, I'm sold.
- Jordan Pike NoneThat's exactly how we run the demo. On your data, in your account, with the sources you've agreed. We'd pick maybe a couple of referrers your liaisons know really well, so they can check the answers themselves.
- Danielle Okonkwo NonePerfect. I can pick them. Two liaisons, I think, who'd tell me honestly if it's wrong.
- Jordan Pike NoneThose are the best ones. Honest people.
- Danielle Okonkwo NoneOh, they're honest. They'll tell me within a minute.
- Gregory Hasselbeck NoneJordan, can you remind me of the timing you have in mind?
- Jordan Pike NoneSure. What I've pencilled is 16 April 2026 as the target to have an order form signed. That's not a promise, it's a plan. It would give us the demo, the proposal, and the security review work in between, and room for slippage.
- Gregory Hasselbeck NoneApril. That's workable. Not earlier unless privacy is done.
- Jordan Pike NoneAgreed. Privacy sets the pace.
- Danielle Okonkwo NoneCan I ask about competitors? Someone mentioned a big analytics suite, and another company that does call search. I just want to know where you're different.
- Jordan Pike NoneFair. Without naming anyone, there are group-wide analytics suites, which are strong if you want one reporting layer across the whole company, and they usually take a long time to set up. There are call-only search tools, which are great at calls and don't see your tickets or your contracts. And there's the option of building something yourself on Snowflake. The brain is the one layer across the CRM, calls, tickets, contracts and finance, already built, in your account.
- Danielle Okonkwo NoneThe calls-only point is the one for me. My liaisons don't just want calls.
- Jordan Pike NoneExactly. The value is the join. A call on its own is a transcript. A call next to a ticket and a contract is a story about the referrer.
- Gregory Hasselbeck NoneAnd if we build ourselves?
- Jordan Pike NoneYou could. It's real work and someone has to own it for years. Some customers do. If your team has the capacity, that's a fair path. From what you told me about not wanting more work, I'd guess it isn't your preference.
- Gregory Hasselbeck NoneNo. It isn't.
- Danielle Okonkwo NoneRight. Can I ask about users? We've got a lot of liaisons, and I'd want most of them on it eventually. Is there a limit?
- Jordan Pike NoneYes. Growth includes forty users and eight connectors. If you outgrow that, there are add-ons for more users and more connectors, or you move up a tier. For a start with referral relations and patient services, I'd expect forty to be comfortable, but let's count heads properly in the proposal.
- Danielle Okonkwo NoneOkay. I'll count them. It'll be more than I think.
- Jordan Pike NoneIt always is. Okay, and support. For Growth, if something breaks, we respond within one business hour on a priority issue. And because the brain refreshes overnight, your liaisons should see the new data by seven in the morning on business days.
- Gregory Hasselbeck NoneSeven, our time?
- Jordan Pike NoneYour local time, yes. Chicago time.
- Gregory Hasselbeck NoneGood. Liaisons start early.
- Danielle Okonkwo NoneThey really do. Some are in the car by half past six.
- Jordan Pike NoneThen the nightly refresh is made for them. Okay. Let me check where we are on time. We've got about ten minutes. Is there anything I haven't asked that I should have?
- Danielle Okonkwo NoneUm. One thing. Complaints. When a liaison says the data is wrong, or something's missing, I never let that go unanswered. Who do they go to? Is it me, is it you?
- Jordan Pike NoneGood question. After go-live, they'd raise it through support, and Hollie would see the pattern in the reviews. But inside your team, you'd want one person who triages, so liaisons don't each write to us separately. That's usually the project owner, or whoever you nominate.
- Danielle Okonkwo NoneOkay. That's me, then. Fine.
- Gregory Hasselbeck NoneI need to step away in a couple of minutes. Is there anything for me?
- Jordan Pike NoneTwo things, and they're small. One, I'd like a name for privacy and security so I can send them our security pack directly. Two, can you confirm who from your side signs the business associate agreement?
- Gregory Hasselbeck NoneI sign it. After privacy approves. The privacy officer's name, Danielle will send.
- Danielle Okonkwo NoneI'll send it today. Well, Monday. I'm out of the office this afternoon.
- Jordan Pike NoneMonday's great.
- Gregory Hasselbeck NoneThank you. Keep it simple, Jordan. One page of what you need from us. Not a binder.
- Jordan Pike NoneOne page. I'll send it this afternoon. It'll have the three roles, the open items, and what happens next.
- Gregory Hasselbeck NoneGood. Thank you both. I'll leave you to it.
- Danielle Okonkwo NoneThanks, Gregory.
- Jordan Pike NoneThanks, Gregory. Have a good weekend.
- Danielle Okonkwo NoneOkay, he's gone. That went better than I expected, honestly. He's usually done in ten minutes.
- Jordan Pike NoneHe stayed for the whole thing, so that's a good sign. Danielle, let me be straight with you for a second. What worries you most about getting this approved?
- Danielle Okonkwo NonePrivacy. Honestly. They're careful, which is right. But they can be slow, and if it sits in a queue for a month, the whole thing drifts. I'd love to get them in the room early.
- Jordan Pike NoneThen let's do that. I'll offer a call with just privacy and our team, no sales pitch, so they can ask what they like. Would that help?
- Danielle Okonkwo NoneThat would help a lot. Let me find a time with them. Maybe the week after next.
- Jordan Pike NonePerfect. And in parallel I'd like to set the demo on your referrers. I'll need those two liaisons and their referrers. Names or just the hospitals, whichever you're comfortable sharing in email. Not patient information, of course.
- Danielle Okonkwo NoneNever in email. Hospital names only. I'll send two.
- Jordan Pike NoneGreat. So let me read back what I've got, and correct me. One, you send the privacy officer's name on Monday. Two, I send Gregory's one page this afternoon. Three, you pick two liaisons and two referrers for the demo. Four, we set a call with privacy and security. Five, you bring the patient services lead in on a later call. Six, I draft a proposal around Growth and the sixty-two thousand all-in, once the scope is clearer. Anything wrong there?
- Danielle Okonkwo NoneThat's right. One addition. Can you include a line about what the liaisons would be asked to do differently? I want to show them it's not extra work.
- Jordan Pike NoneAbsolutely. I'll put in a short section on that. Honestly, that's the best way to get liaisons on side.
- Danielle Okonkwo NoneAnd the trend question. I still want to see the referral trend for a couple of referrers in the demo. Even rough.
- Jordan Pike NoneDone. We'll build that into the demo. It's a good one to show Gregory, too, because it's the early signal he asked for.
- Danielle Okonkwo NoneRight, he'll like that.
- Jordan Pike NoneOkay. I think we're good. We've got a little time, so anything else on your mind before we wrap?
- Danielle Okonkwo NoneNo, I think that's it. This was useful. I'll send things Monday and then we go from there.
- Jordan Pike NonePerfect. Thank you for the time, Danielle, and thanks for the honesty. It makes my job easier. Have a good weekend.
- Danielle Okonkwo NoneYou too, Jordan. Thanks. Talk soon.
- Jordan Pike NoneBye for now.
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