Quarrington Care Network / BB-Demo – Demo
Callcompleted
Quarrington Care Network: documents · 2026-02-06 17:30
Demo to Danielle Okonkwo and Brandon Ellison on Quarrington's own referral data. Interest is strong, but the Growth proposal at £62,000 faces open questions on patient data screening and single sign-on, which is Enterprise-only.
What was said
What this says
Current to 11 Oct 26Demo to Danielle Okonkwo and Brandon Ellison on Quarrington's own referral data. Interest is strong, but the Growth proposal at £62,000 faces open questions on patient data screening and single sign-on, which is Enterprise-only.
What happened: Hannah Lowe showed referrer pages, chat and the dashboards builder on sample extracts. Danielle said it was the first time she had seen all four of those systems on one screen.
Customer view: Danielle wants one view per referrer and fast answers for leadership. Brandon's main worry is HIPAA exposure, and he said his team sometimes pastes details into tickets.
Commercial: Jordan Pike put the Growth deal at £62,000 all in, implementation included, not an annual figure. Danielle cannot commit budget and needs her finance lead and liaison sign-off, with a target close of Thu 16 Apr 2026.
Watch: Single sign-on and provisioning are Enterprise features, and Brandon thinks sign-in is a must for referrer contracts. Written answers on Growth sign-in, ticket screening and data exit are owed.
Themes
Current to 9 Oct 26Theme
Growth demo, security and SSO
Importance
upsell
Sentiment
positive
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Hannah Lowe to send the architecture diagram and written answers on Growth sign-in, ticket screening and data exit.
- Jordan Pike to send the proposal with the breakdown of the total.
- Brandon Ellison to check the sign-in policy with his IT lead, and Danielle Okonkwo to run a liaison session.
Risks
Current to 9 Oct 26- Single sign-on is an Enterprise feature and Brandon thinks it is a must for anything touching referrer contracts.
- Brandon's team sometimes pastes patient details into tickets, and screening before indexing is unconfirmed.
- Danielle cannot commit budget and needs her finance lead and liaison sign-off first.
Opportunities
Current to 9 Oct 26- Growth proposal at £62,000 for the whole deal, with a target close of Thu 16 Apr 2026.
- If single sign-on is a hard requirement, the conversation may move to Enterprise.
Transcript
Jordan Pike NoneHey Danielle, can you hear me okay?
Danielle Okonkwo NoneI can, loud and clear. Happy Friday, Jordan. Is Hannah on?
Hannah Lowe NoneI'm here, hello both. It's well past tea time for me, so apologies if I look slightly wilted.- Danielle Okonkwo NoneHa, no, we appreciate you staying on this late. Brandon's still wrapping up a call, he said he'd jump on in a couple of minutes.
- Jordan Pike NoneNo problem. Quick agenda while we wait. Here's where we are: this is the demo on your own referral data, then questions on security and access, then next steps. We have the full time until about ten past six, so I'll keep an eye on the clock.
- Danielle Okonkwo NonePerfect. Can I start with a win from the field? Because it's exactly why I pushed for this.
- Jordan Pike NonePlease. Love a win.
- Danielle Okonkwo NoneOne of our liaisons in Indiana walked into a hospital discharge office on Wednesday. She had no idea the case manager there had been burned by a slow intake on our side last autumn. Nobody told her. She found out in the first thirty seconds, in the room, and spent the whole meeting digging out of it. That's the thing. She should have known before she walked in.
- Hannah Lowe NoneRight. And that history existed somewhere, I assume. A ticket, a call note, an email.
- Danielle Okonkwo NoneOh, it existed in about four places. Nobody could see all four at once.
Brandon Ellison NoneSorry, sorry, I'm here. Brandon. Did I miss the intro?- Jordan Pike NoneNot at all, Brandon, welcome. We were just on Danielle's story from Indiana. Hannah, you wanted to ask them something first?
- Hannah Lowe NoneYes. Before I share anything, what do the two of you most need to know by the end of today? I'd rather aim the demo at that than walk you through every screen.
- Danielle Okonkwo NoneFor me, one view per referrer. Hospital, physician group, whoever. What's the referral trend, who have we talked to, what's open, what does the contract say. And I need leadership to get answers fast, not a week later.
- Brandon Ellison NoneMine is a bit different. Patient services gets the complaints and the escalations that come back from referrers. I need to see those next to Danielle's side, but I need to be sure we're not exposing anything we shouldn't. Honestly that's my main worry. We're under HIPAA, and I'm the one who gets the call if something goes wrong.
- Hannah Lowe NoneThat's a fair worry, and I'll come back to it properly. The short answer is the brain runs inside your own Snowflake account, so the data doesn't move to us. The longer answer is in access roles and the business associate agreement, and I'd like to show you both. Let me share my screen first.
- Danielle Okonkwo NoneGreat.
- Hannah Lowe NoneCan you see it? A page with a referrer name at the top?
- Brandon Ellison NoneYes, it's a bit small but I can read it.
- Hannah Lowe NoneI'll zoom in. So this is a referrer page. We built it from the sample extracts your team sent over, with no patient details in them, just organisation level records. Calls, tickets, contracts and emails, all joined on the referring hospital rather than on whichever system they happened to come from.
- Danielle Okonkwo NoneMm. And that's one of ours? A real hospital?
- Hannah Lowe NoneIt's one of the referrers in your extract, yes. Down the left you've got the timeline. Every touch, newest first. Here's a call with your liaison, here's a helpdesk ticket about a delayed start of care, and here, at the bottom, the agreement that covers them.
- Danielle Okonkwo NoneOkay, that is exactly what Indiana was missing. That ticket would have told her everything.
- Jordan Pike NoneThat's the point. Your liaison opens this the night before the visit, and she walks in prepared. Hannah, can you show the chat piece? That's where leadership gets their answers.
- Hannah Lowe NoneOf course. I'll type something Danielle might plausibly ask. Which referring hospitals in Indiana have gone quiet in the last quarter, and what was the last thing we heard from them.
- Brandon Ellison NoneIt's thinking.
- Hannah Lowe NoneA few seconds, yes. And there. It gives you a short list, and each line has a source you can click, so you can check where it came from. To be precise, it's not guessing, it's reading the records and showing its working. If a source isn't there, it says so.
- Danielle Okonkwo NoneCan I ask it something now? Like live?
- Hannah Lowe NonePlease, tell me what to type.
- Danielle Okonkwo NoneWhat's the referral trend for the Illinois physician groups, and which of them have an open complaint?
- Hannah Lowe NoneOkay. Typing that as you said it.
- Hannah Lowe NoneThere we are. A trend summary, then two groups with open items, and the ticket links under each. One thing I'd flag: it's only as good as what's been loaded, so the trend runs up to the last refresh. The nightly refresh finishes before seven in the morning on business days.
- Danielle Okonkwo NoneThat works for us. Liaisons plan their day first thing. I need this by Friday for the leadership meeting, usually, so Thursday night refresh is fine.
- Brandon Ellison NoneCan I jump in on the complaints side? Say a referrer calls and complains. Does that show up here automatically, or does someone have to tag it?
- Hannah Lowe NoneIt depends on where the complaint lands. If it comes in through your helpdesk, it's a ticket and it's joined to the referrer on the next refresh. If someone only mentions it on a recorded call, the brain can find it in the transcript, but I wouldn't promise it files it as a complaint unless the category is set up. We'd agree that with you in implementation.
- Brandon Ellison NoneOkay. That's honest at least. Our categories are a mess, to be fair.
- Jordan Pike NoneTo be transparent, most customers say that. Cleaning categories is usually a good side effect, not a blocker.
- Danielle Okonkwo NoneRight. Let's loop in the liaisons on that, they know how the complaints actually get described. Half of them never use the official categories anyway.
- Hannah Lowe NoneThat would be ideal. Right, let me show you the dashboards builder quickly, because I think Danielle's leadership team will want a standing view rather than asking each time.
- Hannah Lowe NoneSo this is a blank canvas. I'll drag in referral volume by month, split by state, and add a table of the top referrers with open tickets.
- Danielle Okonkwo NoneOh, that's nice. So I could save that and send the link to the leadership team?
- Hannah Lowe NoneYes, and it follows the same permissions as everything else. Anyone you share it with sees only what their role allows. Which brings me to your question, Brandon, because I think it's the right moment.
- Brandon Ellison NonePlease. Go on.
- Hannah Lowe NoneThree layers. First, where the data lives: in your Snowflake account, so your own controls and your own audit trail apply. Second, the agreement: you bought under a business associate agreement, so that's in place before anything is connected. Third, access inside the brain: roles, so patient services can see ticket and complaint content that referral relations doesn't, if you want it that way.
- Brandon Ellison NoneAnd if we don't load anything with patient names in it to begin with?
- Hannah Lowe NoneThen there's far less to protect, and I'd actively recommend that. We'd scope the connectors so that clinical systems aren't connected at all. The brain is for the relationship side: referrers, contracts, calls, tickets.
- Brandon Ellison NoneGood. Because my team does sometimes paste details into tickets when they shouldn't. I can't promise that stops.
- Hannah Lowe NoneRight, and I'd rather you tell me that now than find out later. Honestly, that's a real risk that no tool fully removes. What I can say is that if a ticket contains it, it would be in the helpdesk already, and the brain reads from there. Whether we could screen for it before indexing is a question I want to check with our security lead rather than answer off the cuff. I'll put that in writing.
- Jordan Pike NoneAnd that's the right answer, Brandon. I'd rather you get it from the person who owns it than a sales guess. Your security team gets everything, including the parts that are not perfect.
- Brandon Ellison NoneFine by me. Another one. Single sign-on. We'll need our staff to log in with our own identity provider. Is that there?
- Hannah Lowe NoneSingle sign-on and automated user provisioning are part of the Enterprise tier, and you're looking at Growth. So the short answer is not as a standard feature. The longer answer is how sign-in works on Growth and whether that satisfies your policy, and I don't want to guess. I'll confirm in writing, and if it's a hard requirement, we should talk about it openly with Jordan.
- Jordan Pike NoneYes. Let's get that on the table early, Brandon. If it's a must-have, say so and we'll look at the right fit. No surprises later.
- Brandon Ellison NoneOkay, I'll check with our IT lead. I think it's a must for anything that touches referrer contracts, but I don't know what the policy says exactly.
- Danielle Okonkwo NoneCan we not hold this up on that, though? What's the realistic plan if we say yes? How long to get the liaisons using it?
- Hannah Lowe NoneGrowth implementation is eight weeks, and I'd call that realistic, not padded. First two weeks connecting your sources and agreeing the referrer list, because that's the foundation. Then categories, pages, the dashboards, then training for the liaisons. If the connectors go smoothly, you'd have liaisons on real pages well before the end.
- Danielle Okonkwo NoneAnd who's on our side doing the work? I don't want my liaisons doing data entry.
- Hannah Lowe NoneYou'd need one owner for each system, someone who can say yes to a connection and tell us when a field means something odd. And one person who decides what counts as a referrer, because that's where most of the arguments are. Your liaisons wouldn't enter data. They'd just use it and tell us when it's wrong.
- Danielle Okonkwo NoneThat's me for the referrer list, and it'll be Brandon for the complaints side. IT, I'll find somebody.
- Brandon Ellison NoneSure. I can be the owner for tickets. Just make sure the ask is written down so I can take it to my director.
- Jordan Pike NoneAbsolutely. Let me do the commercial piece now, so nobody's guessing. We're proposing Growth, and the total for the deal comes to £62,000 all in, implementation included. To be transparent, that's the whole figure for the deal, not an annual subscription number, and I'll break it out clearly in the proposal so your finance team can see the split.
- Danielle Okonkwo NoneOkay. I hear you. I can't commit budget on this call, you know that. It goes through our finance lead, and I'd want the liaisons' sign-off on the pilot pages first.
- Jordan Pike NoneUnderstood, and I wouldn't ask you to. What would make this a yes for you and your finance lead? What do they need to see?
- Danielle Okonkwo NoneA clear line from the cost to referral volume. If I can say this keeps us from losing a hospital the way we nearly did in Indiana, that's the story. And a clean breakdown of the number, like you said.
- Jordan Pike NoneGot it. Here's where we are on timing: we have pencilled in Thursday 16 April 2026 as the target to close. That's a plan, not a deadline you owe us. If the security answers take longer, we move it.
- Danielle Okonkwo NoneFine. Thursday the sixteenth works as a target. I'll tell my finance lead it's coming.
- Brandon Ellison NoneOne more from me, then I'll stop. If we ended up not wanting it after the first term, what happens to the data? Does it just sit there?
- Hannah Lowe NoneBecause it's in your Snowflake account, it's yours. We'd remove our access and our own components, and what's in your account stays under your control. I'd want to write the exact wording with our contracts team, though, rather than paraphrase it.
- Brandon Ellison NoneThat's a good answer. Please do put that in writing as well.
- Jordan Pike NoneWill do. Okay, we've got a little time left. Let me recap what each person is taking away, and tell me if I've got it wrong.
- Jordan Pike NoneHannah sends three things: the architecture diagram, the written answers on Growth sign-in, and the answer on screening tickets for patient details before indexing, plus the data-exit wording. I send the proposal with the breakdown of the total. Danielle, you bring the liaisons in and talk to your finance lead. Brandon, you check the sign-in policy with your IT lead. Our customer success manager, Hollie Grieve, will reach out too, so you meet her before anything starts.
- Danielle Okonkwo NoneThat's right. I'll set up thirty minutes with three liaisons next week so Hannah can show them the referrer page. I want their reaction before I take it upstairs.
- Hannah Lowe NoneLovely. I'll bring a couple of their own referrers on the page, with the same organisation level data, so it feels real to them.
- Brandon Ellison NoneAnd I'll have an answer on sign-in by then, hopefully.
- Danielle Okonkwo NoneGreat demo, you two. Really. That's the first time I've seen all four of those systems on one screen.
- Jordan Pike NoneThanks, Danielle, thanks Brandon. Appreciate your time on a Friday evening. Have a good weekend.
- Hannah Lowe NoneThanks both. Speak next week.
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