Quarrington Care Network / BB-Demo – Training
Callcompleted
Quarrington Care Network: documents · 2026-06-24 15:00
Training call on 24 Jun 2026 with Brandon Ellison. He liked the dashboards builder and wants a group session for the referral team. Seat use is low and he raised permissions and a spreadsheet connector as open points.
What was said
What this says
Current to 11 Oct 26Training call on 24 Jun 2026 with Brandon Ellison. He liked the dashboards builder and wants a group session for the referral team. Seat use is low and he raised permissions and a spreadsheet connector as open points.
What happened: Ollie Pearson trained Brandon Ellison, Director of Patient Services, on chat, search, pages and the dashboards builder on 24 Jun 2026. Brandon built a four-tile dashboard and a saved search during the call.
Customer view: Brandon said the Monday open-tickets report was done in two minutes. He admitted only he and a handful of others use the brain because nobody has had time to learn it.
Commercial: Low use of the forty seats is an adoption gap, not headroom to sell. The referral volume spreadsheet would need a connector, and Growth has a connector limit.
Watch: Brandon wants permissions between referral relations and patient services confirmed before he invites more people.
Themes
Current to 9 Oct 26Theme
Adoption and dashboards training
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- Ollie Pearson checks connector headroom with Hollie Grieve and sends Brandon a short note.
- Ollie proposes slots for an hour-long live session for the referral team.
- Hollie Grieve goes through permissions with Brandon and his admin.
Risks
Current to 9 Oct 26- Only Brandon and a handful of others use the brain, so most of the Growth seats are idle.
- Unresolved permissions between referral relations and patient services could stall wider rollout.
- Connecting the referral volume spreadsheet would use scarce Growth connector headroom.
Opportunities
Current to 9 Oct 26- A live group session for the referral team could lift adoption and question volume.
- Dashboards built from chat questions can become the team's standing weekly reports.
Transcript
Ollie Pearson NoneHello, Brandon, can you hear me alright?
Brandon Ellison NoneYep, loud and clear. Can you see my screen or is that not shared yet?- Ollie Pearson NoneNot yet, it's just your face. Good afternoon, by the way. Well, afternoon for me. I think you're a bit earlier in the day.
- Brandon Ellison NoneMid morning, yeah. Coffee in hand. I've got about an hour and a half blocked off, so I'm all yours.
- Ollie Pearson NonePerfect, that's what we need. It's a long session, so stop me whenever something doesn't make sense. I'd rather go slowly and have it stick than rattle through it.
- Brandon Ellison NoneFine by me. I'll be honest, I've logged in a handful of times and mostly poked around. Hollie said you'd walk me through it properly.
- Ollie Pearson NoneRight, that's exactly the plan. So, a bit of context so I pitch this correctly. You're on Growth, you've got forty seats, and the idea was that the referral-relations team and your patient-services people could see each referring hospital's calls, tickets and contracts in one place. Is that still how you think about it?
- Brandon Ellison NonePretty much. The pain is that when a hospital discharge planner rings up unhappy, someone has to go to the CRM, then the helpdesk, then dig out the contract. By the time you've done all that the call's over.
- Ollie Pearson NoneYeah, that's the classic one. So today I'd like to cover four things. Asking questions in chat, search and how to trust what comes back, pages, and then the dashboards builder, which is the bit that comes with Growth. Does that order suit you?
- Brandon Ellison NoneThat works. Dashboards I'm curious about because my boss keeps asking me for numbers I can never pull quickly.
- Ollie Pearson NoneGood, we'll get there. Can you share your screen and open the brain? Just the home page to start.
- Brandon Ellison NoneSure. Give me a second. Sharing now. Can you see it?
- Ollie Pearson NoneYep, I've got it. So top of the page there's the chat box. Everything starts there, honestly. Think of it as asking a colleague who has read every record you've connected.
- Brandon Ellison NoneOkay. So I just type like a normal sentence?
- Ollie Pearson NoneExactly like a normal sentence. Try something real. Pick a referring hospital you know well and ask what's happened with them lately.
- Brandon Ellison NoneHmm, let me think. Okay. I'll ask, what have we discussed with the largest referring hospital in Illinois in recent weeks, and are there any open issues.
- Ollie Pearson NoneGood. Now watch the answer as it builds. See the little source markers under each paragraph?
- Brandon Ellison NoneYeah, there's a call and a couple of tickets listed. And something from the contract folder.
- Ollie Pearson NoneRight. That's the habit I most want you to build. Click one of those sources and check it says what the summary claims. The brain is good, but it's summarising, and in a care setting you want to be able to see the original in two clicks.
- Brandon Ellison NoneThat's reassuring, actually. Our compliance lead will ask how we know it isn't just making things up.
- Ollie Pearson NoneTell them every statement traces to a record. And on the privacy side, it's all running inside your own Snowflake account, under the business associate agreement you signed, so the data doesn't leave your environment. I'm not your lawyer, mind, so your compliance lead should confirm what they need from the paperwork.
- Brandon Ellison NoneUnderstood. Okay, so I clicked the ticket. It opens the helpdesk record. Nice.
- Ollie Pearson NoneNow try narrowing it. Ask a follow-up in the same thread, something like, what was the most recent call about, and who from our side was on it.
- Brandon Ellison NoneOkay, typing. Oh, that's quick. It says the last call was about discharge paperwork turnaround. And it names the person.
- Ollie Pearson NoneLovely. Follow-ups in the same thread keep the context, so you don't repeat the hospital name every time. If you start a new topic, though, open a new thread, otherwise it can drag in things from earlier.
- Brandon Ellison NoneRight, right. So, new thread per topic. Got it. Is there a limit on how many questions we can ask?
- Ollie Pearson NoneNot one you'll hit in normal use. The limits on Growth are the forty users and the connectors, not the questions. Ask away.
- Brandon Ellison NoneGood. Because I suspect my team will go a bit wild once they get it.
- Ollie Pearson NoneHonestly, that's what we hope for. Okay, let's try a harder question. Something where you're comparing. Ask which referring hospitals have had more than one support ticket and no call with us recently.
- Brandon Ellison NoneMore than one ticket and no recent call. Let me phrase it. Okay. Hmm, it's thinking.
- Ollie Pearson NoneThat one takes a bit longer because it's joining the helpdesk and the call recordings. Don't worry if it takes a moment.
- Brandon Ellison NoneOkay, it's come back with a list. Oh, that's useful. I didn't realise a couple of these hadn't had any contact. That's an actual to-do list for my team.
- Ollie Pearson NoneThat's the sort of thing people used to build in a spreadsheet on a Friday afternoon. Now, one caution. If an answer feels off, reword the question more specifically before you assume the data's wrong. Quite often it's the question being a bit loose.
- Brandon Ellison NoneFair. And if it's still wrong?
- Ollie Pearson NoneThen tell us. Raise it through the helpdesk, or just message me. I saw you've raised one ticket this past month, so you know the route. We'd rather know about a bad answer than have you quietly stop trusting it.
- Brandon Ellison NoneYeah, that one was a small thing, it got sorted. Okay.
- Ollie Pearson NoneGood. Let's move to search. Different tool, different job. Chat gives you an answer, search gives you the records themselves. Click the search icon on the left.
- Brandon Ellison NoneGot it. So it's more like a normal search box.
- Ollie Pearson NoneYes, but it searches across everything at once. Calls, emails, tickets, documents. Try a hospital name and then use the filters on the right to narrow to tickets only.
- Brandon Ellison NoneOkay. Typed the name. Lots of results. Filtering to tickets. Now it's down to a few. Can I sort by date?
- Ollie Pearson NoneThere's a sort dropdown just above the results, top right. Yep, that one.
- Brandon Ellison NonePerfect. Ah, this is what I wanted. When someone rings, I could have this open already.
- Ollie Pearson NoneRight, and you can save a search so you don't rebuild the filters each time. Try it. There's a little star by the search bar.
- Brandon Ellison NoneDone. Named it after the hospital. Does that save for everyone or only me?
- Ollie Pearson NoneOnly you by default. You can share it with a team, which is worth doing for the referral-relations people so they all start from the same view.
- Brandon Ellison NoneOkay, I'll do that after this. Note to self.
- Ollie Pearson NoneNow pages. This is the bit people underuse. A page is a living summary the brain keeps up to date for something, a hospital, a branch, a contract. Open the pages list and pick any one.
- Brandon Ellison NoneOkay. Opened one. Looks like a profile, almost. Who they are, recent contacts, open tickets, contract notes.
- Ollie Pearson NoneExactly. And it refreshes overnight, so it should be complete by seven in the morning your time on working days. If you open it at the start of the day it should be current as of the evening before.
- Brandon Ellison NoneSo if something happens at lunchtime I won't see it until tomorrow?
- Ollie Pearson NoneIn the page, yes, that's the nightly refresh. The underlying record you can open directly is always there. Think of the page as the briefing and the source as the live thing.
- Brandon Ellison NoneRight, that's a useful way to put it. I'd have assumed everything was live.
- Ollie Pearson NoneA lot of people do, so I'm glad you asked. Okay, shall we pause there? I want you to have a go on your own for a few minutes. Make a page for one of your branches, and tell me what's missing from it.
- Brandon Ellison NoneOkay. Let me try. I'll go quiet.
- Brandon Ellison NoneRight, I've made one. It's pulled the contacts and the tickets. What it doesn't have is anything about the referral volumes. Is that a connector thing?
- Ollie Pearson NoneProbably, yes. If referral volumes live in a system that isn't connected, the brain can't see them. Which system are they in?
- Brandon Ellison NoneHonestly, a mix. Some in the CRM, some in a spreadsheet someone on my team keeps. I know, I know.
- Ollie Pearson NoneNo judgement, everyone has one. The CRM part should already be flowing. The spreadsheet is a conversation for later. If it lives in Google Workspace or Microsoft 365 we can look at connecting it, but you've got a connector limit on Growth, so we'd want to be deliberate about it.
- Brandon Ellison NoneOkay. Can you note that? I'd like to know if it's worth it before I ask anyone.
- Ollie Pearson NoneNoted. I'll check with Hollie what's currently connected and what headroom you have, and send you a short note. Don't connect anything new until we've talked.
- Brandon Ellison NoneSounds sensible.
- Ollie Pearson NoneOkay, dashboards. This is the part your boss will like. Click dashboards in the menu and start a new one.
- Brandon Ellison NoneNew dashboard. It's asking me for a name and then there's a blank canvas. Oh. That's a bit intimidating.
- Ollie Pearson NoneIt looks scarier than it is. You build it from questions. Whatever you could ask in chat, you can pin as a tile. So start with a question. What's a number your boss keeps asking for?
- Brandon Ellison NoneOpen tickets by referring hospital. Every Monday, without fail.
- Ollie Pearson NonePerfect. Add a tile, choose a table, and type exactly that. Open tickets by referring hospital.
- Brandon Ellison NoneOkay, it's made a table. Can I make it a bar chart?
- Ollie Pearson NoneYep, there's a chart type selector on the tile, little icon top right of the tile. Pick bar.
- Brandon Ellison NoneHa, there we go. That's the Monday report, done in two minutes. Can I add a second one next to it?
- Ollie Pearson NoneOf course. Drag the corner to resize and add another tile. Try calls logged per week.
- Brandon Ellison NoneOkay, I've got four tiles now. Let me share it with my director. Is there a way to send it?
- Ollie Pearson NoneUse share at the top. You can give people view access without giving them edit. Worth doing, otherwise someone nudges a filter and the numbers change under you.
- Brandon Ellison NoneGood point. We had that with a spreadsheet once, nobody knew who'd changed what.
- Ollie Pearson NoneExactly. One thing to be clear on. You've got forty licensed users, and a view-only person still counts as a user if they log in. So think about who really needs access.
- Brandon Ellison NoneI think we're well under that at the moment. It's mostly me and a handful of others.
- Ollie Pearson NoneYes, I'd say there's plenty of room. Which is partly why I wanted this session. A lot of seats sitting unused is a shame, and I'd like your teams to get more out of it.
- Brandon Ellison NoneFair challenge. Part of it is nobody has had time to learn it. If I can show them what I've just done, that'll help. Could you do a similar session for the referral team?
- Ollie Pearson NoneHappy to, or I can record a shorter version for you to share. Which would help more, a live group session or something people can watch when they have a gap?
- Brandon Ellison NoneLive, I think. Otherwise nobody watches it. But short, maybe an hour.
- Ollie Pearson NoneDone. I'll suggest a few slots to you by email and you can pick one that suits both teams.
- Brandon Ellison NoneGreat. Oh, before we go back to dashboards. Can I ask about something different? Filtering by branch. We've got about sixty branches and I want to see just the ones in Wisconsin.
- Ollie Pearson NoneYes. Add a filter to the dashboard itself rather than each tile, then it applies across everything. Click add filter at the top, and choose the state field.
- Brandon Ellison NoneOkay. Wisconsin. And everything changed at once. That's brilliant.
- Ollie Pearson NoneThat's what makes it feel like a proper dashboard. Right, we're getting on, so let me recap, then you can tell me what's still fuzzy. Chat for answers, search for records, pages for living briefings refreshed overnight, dashboards for the repeat numbers.
- Brandon Ellison NoneYep. And always check the source when it matters.
- Ollie Pearson NoneAlways. What's still fuzzy?
- Brandon Ellison NoneI think permissions. If someone from referral relations looks at a patient-services page, can they see everything? Because some of that is sensitive.
- Ollie Pearson NoneGood question, and an important one. Access follows the roles set up for your account, so it's worth confirming with whoever administers it on your side exactly what each team can see. I don't want to guess in either direction. Let me ask Hollie to go through it with you and your admin.
- Brandon Ellison NoneYes please. I'd rather get that right before I invite more people.
- Ollie Pearson NoneCompletely agree. So the actions. I'll check connector headroom and send you that note, I'll propose slots for the group session, and I'll ask Hollie to cover permissions with you. You'll share that dashboard with your director and the saved search with the team.
- Brandon Ellison NoneThat's all of it, I think. Thanks, Ollie, that was a lot more useful than clicking around on my own.
- Ollie Pearson NoneGlad it helped. Speak soon, Brandon. Enjoy the rest of your day.
- Brandon Ellison NoneYou too. Cheers. Bye.
Callsmade from