Quarrington Care Network / BB-Demo – Training
Callcompleted
Quarrington Care Network: documents · 2026-07-02 15:45
Danielle Okonkwo had the Indiana and Wisconsin liaisons trained on the brain. She reported a field win and wanted a leadership trend view. Seat headroom on Growth was confirmed; any extra seats would need her finance lead.
What was said
What this says
Current to 11 Oct 26Danielle Okonkwo had the Indiana and Wisconsin liaisons trained on the brain. She reported a field win and wanted a leadership trend view. Seat headroom on Growth was confirmed; any extra seats would need her finance lead.
What happened: Ollie Pearson trained the Indiana and Wisconsin liaisons on referrer pages, chat, search, saved views and the dashboards builder. A liaison had already used a referrer page to fix a waiting callback in a hospital corridor.
Customer view: Danielle values one view per referrer and wants a starred referral trend question for her leadership team. She set a firm rule in the room: ask about referrers and accounts, not patients.
Commercial: Hollie Grieve confirmed 40 licensed users on Growth and said the account is nowhere near the limit. Danielle said any extra seats would have to go to her finance lead, and she cannot promise anything herself.
Watch: One liaison got an empty answer for a smaller clinic, which Hollie will check. The contract runs to 29 Apr 2027, so renewal is a way off but the value story needs building.
Themes
Current to 9 Oct 26Theme
Liaison training and adoption
Importance
praise
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 sends the cheat sheet on the day of the call.
- Hollie Grieve builds the leadership referral trend view and sends Danielle the link.
- Danielle sends Hollie the names of liaisons not yet added and the clinic name that returned an empty answer.
Risks
Current to 9 Oct 26- Any request for more seats depends on Danielle's finance lead, which she cannot promise.
- One liaison got an empty answer for a smaller clinic, which could be read as the brain being broken.
Opportunities
Current to 9 Oct 26- More Indiana and Wisconsin liaisons coming on will grow usage towards the 40 licensed Growth users.
- A leadership referral trend view on the dashboards builder can give a standing value story.
Transcript
Hollie Grieve NoneHi Danielle, can you hear us all right?
Danielle Okonkwo NoneI can hear you fine. Afternoon, both. Sorry, I'm in the big conference room, so there's an echo. Let me turn the speaker down. Better?
Ollie Pearson NoneMuch better. Afternoon, Danielle. Good to see you again. I'll be driving the screen today, Hollie's here to keep me honest.- Hollie Grieve NoneWhich is a full-time job, as you'll find out.
- Danielle Okonkwo NoneOkay, before we start, I have to tell you a win. One of our Wisconsin liaisons went into a hospital discharge office last week. Opened the referrer's page that morning. Saw they'd been waiting on a callback from us for days. Fixed it right there in the corridor. The case manager was floored. That is exactly why I wanted everyone trained.
- Hollie Grieve NoneOh, that's brilliant. That's the whole point of it, really. Walking in knowing the history.
- Danielle Okonkwo NoneRight. So I've got the Indiana group and the Wisconsin group here with me in the room. They'll stay on mute, I'll be their voice. If they shout, you'll hear it anyway.
- Ollie Pearson NonePerfect. And they've all got their logins? Hollie said you'd sorted that last week.
- Danielle Okonkwo NoneAll sorted. Everyone's logged in. A couple had to reset passwords, but that's done. Go ahead.
- Ollie Pearson NoneGreat. So I'll share my screen now. You should see the home page of your brain. Can you see that?
- Danielle Okonkwo NoneYep. I see it. Folks, you see it? Yes, they see it.
- Ollie Pearson NoneLovely. So I'll keep this practical. Three things today. First, the page for a single referrer, which is where your liaisons will live. Second, asking the brain questions in chat, and how to ask them well. Third, search and the saved views, so you're not retyping the same thing every Monday. And we'll leave time at the end for anything you want to try on your own patch.
- Danielle Okonkwo NoneGood. Short sentences for me, please. These folks are in the car half the day. They don't want a lecture.
- Ollie Pearson NoneUnderstood. Short and useful. Right, so I'll pick a referring hospital. Which one would your Indiana people recognise? Give me one that's busy.
- Danielle Okonkwo NoneTry the big regional hospital in Indianapolis. The one with the discharge planning team. Just search the name, it should come up.
- Ollie Pearson NoneTyping it in now. And there it is. So this is the referrer page. At the top you've got who they are and the account summary. Underneath, a timeline. Calls, emails, helpdesk tickets, contract notes, all in the one place, newest first.
- Danielle Okonkwo NoneThat's the thing I wanted. One view per referrer. Before, they were opening four different systems in the parking lot.
- Hollie Grieve NoneAnd the timeline comes from the connectors we set up during implementation, so whatever you see here is what your CRM, your call recorder and the helpdesk say, stitched together.
- Danielle Okonkwo NoneMm. Okay. What's the referral trend? Can they see that from here, or is that somewhere else?
- Ollie Pearson NoneGood question, and it's both. There's a small trend panel on the right of this page, and I'll show you in a minute how to ask for it in chat, which is usually quicker. Let me scroll down first so you see the contract notes.
- Danielle Okonkwo NoneSure. Go.
- Ollie Pearson NoneSo these are the agreement notes from your contracts system. If a referrer has a service level they expect from you, a turnaround time, say, it'll be written there. Your liaisons can see it before they walk in.
- Danielle Okonkwo NoneThat's huge. Because half the time they didn't know there was a promise on the table. Okay. Hold on. One of the Indiana folks asks, can they see who else from our side has been in touch with this referrer?
- Ollie Pearson NoneYes. Each item in the timeline shows who on your team was involved. So if a colleague in patient services spoke to the same hospital on Tuesday, your liaison sees that on Wednesday. No more two people calling the same case manager.
- Danielle Okonkwo NoneLove it. Let's loop in the liaisons on that one, because I know that's been a sore point. Okay. Next.
- Hollie Grieve NoneOllie, shall we get them into chat? I think that's where the time goes.
- Ollie Pearson NoneYep. Chat. So it's this panel on the left. You just ask it in plain English, as you'd ask a colleague who knows everything. Let me do one. What's happened with this hospital in the last month?
- Ollie Pearson NoneAnd it's thinking. There. It gives you a summary, and underneath, the sources it used. Each of those is clickable, so you can check it's not making things up. That bit matters, always click through if the decision is a big one.
- Danielle Okonkwo NoneGood. I like that it shows its homework. Our leadership team will want that. They ask me for answers fast, and then they ask where it came from.
- Hollie Grieve NoneThat's the pattern we see with most teams. Quick answer first, the evidence one click away.
- Ollie Pearson NoneRight, so tip one on asking well. Name the referrer, name the time window, and say what you want back. Compare that with just typing the hospital's name and hoping. Let me show you the bad version.
- Ollie Pearson NoneI'll type, tell me about the hospital. And you get something fair, but it's wandering. Now the better one: which referrals from this hospital did we accept or decline since the start of the quarter, and are any waiting on a response from us?
- Danielle Okonkwo NoneHa. Yeah. That second one. That's the one I would ask. Okay, it's listing them. And it shows the waiting ones separately. That's the callback thing from the win I told you about.
- Ollie Pearson NoneExactly that. And you can follow up in the same thread. Ask which of those has been waiting longest, and it keeps the context.
- Danielle Okonkwo NoneOkay, I need your people to try this themselves. Can we pause the demo for a bit? Let me give them an exercise. Everyone open chat. Pick a referrer from your own territory. Ask what's waiting on us. Ten minutes, then we compare.
- Hollie Grieve NoneGreat idea. We'll stay on and watch for anything odd. Shout if something doesn't load.
- Danielle Okonkwo NoneOkay, we're back. Couple of things. Indiana says it works. Wisconsin says one of them got an empty answer for a smaller clinic. Why would that be?
- Ollie Pearson NoneMost likely the name. Smaller clinics are often saved under a slightly different name in the CRM, so the brain doesn't match it. Ask your liaison to type just the main part of the name, or the town. If it's still empty, tell Hollie, because it may be a gap in the records rather than the question.
- Hollie Grieve NoneYeah, send me the clinic name afterwards and I'll have a look at what's indexed. Don't want anyone thinking the brain is broken when it's just a naming thing.
- Danielle Okonkwo NoneGood. I'll get her to email you. No patient details in the email, obviously. Just the clinic name.
- Ollie Pearson NoneAnd that's a good moment to say something on that. Patient information. I know it's front of mind for you, and it should be.
- Danielle Okonkwo NoneIt's top of the list. Tell the folks plainly.
- Ollie Pearson NoneSo the brain runs inside your own Snowflake account, and we're working under the business associate agreement you signed. Your data doesn't leave your environment. Having said that, our advice is the same as your compliance team will give you: ask about referrers and accounts, not individual patients. If you don't need a patient's name to get your answer, don't type it.
- Danielle Okonkwo NoneRight. Did you all hear that? Referrers and accounts. Not patients. Okay. That's the rule in this room.
- Hollie Grieve NoneAnd if anyone's ever unsure, ask me or Ollie before typing it, not after.
- Danielle Okonkwo NoneGood. Go on. What's next?
- Ollie Pearson NoneSearch. So it's the bar at the top of every page. Chat is for questions, search is for finding a thing you know exists. A call, a ticket, a contract note. Let me search for a referrer's name plus the word contract and see what comes back.
- Danielle Okonkwo NoneOkay. And that's faster than chat for a lookup?
- Ollie Pearson NoneUsually, yes. If you know the item, search. If you want an answer put together from several items, chat. That's the rule of thumb.
- Danielle Okonkwo NoneSearch for the item, chat for the answer. Got it. I'm writing that on the whiteboard.
- Ollie Pearson NoneHa, good. Now saved views. This is the one that saves your Monday. See this star beside the question? If you ask something you'll ask every week, like what referrals are waiting on us across my territory, star it. Next week it's one click.
- Danielle Okonkwo NoneI need this by Friday. Sorry, I mean, I'd like a starred question for each liaison by Friday. Can they set up their own, or do you do that?
- Ollie Pearson NoneThey can do it themselves, it takes a minute. And I'll send a one-page cheat sheet today with the question patterns we used, so they've got something to copy.
- Hollie Grieve NoneI can also build the first starred question for you, Danielle, for your leadership view. The referral trend across all three states, say.
- Danielle Okonkwo NoneYes. Yes please. That's the one my leadership team keeps asking for. What's the referral trend, and where did it move?
- Hollie Grieve NoneThen I'll make that one and send you the link.
- Ollie Pearson NoneQuick one on freshness, because it comes up. The brain refreshes overnight and it's done before seven in the morning your time, so on a Monday you're looking at the weekend's activity. If something looks stale on a weekday morning, say so, don't assume.
- Danielle Okonkwo NoneGood to know. They look at it in the car before the first visit. So seven is fine.
- Ollie Pearson NoneThen, last piece, and only briefly, because Growth gives you the dashboards builder. If your leadership wants a standing picture, referrals by state, by referrer, you can build it once and share it. I'll show you where it lives.
- Ollie Pearson NoneSo you go here, new dashboard, and you drag questions you've already asked onto the canvas. I'll build a tiny one. Referrals waiting, by state. Give me a moment.
- Ollie Pearson NoneThere. Three tiles. Not pretty, but it's live. Anything you star in chat can go on here.
- Danielle Okonkwo NoneThat's pretty enough for me. My leadership team doesn't need pretty. They need it on Friday morning.
- Hollie Grieve NoneCan I raise the seats, while we've got everyone? Just so you know where you stand.
- Danielle Okonkwo NonePlease do. I assume we're fine?
- Hollie Grieve NoneYou're fine. You've got 40 licensed users on Growth and usage has gone up a lot since the spring, mostly the referral relations team so far. With the Indiana and Wisconsin liaisons coming on, you'll climb, but you're nowhere near the limit.
- Danielle Okonkwo NoneGood. Because I don't want to be having a budget conversation I haven't prepared for. If we need more seats, I'd have to take that to our finance lead. I can't promise anything from this chair.
- Hollie Grieve NoneCompletely understood. Nothing to decide today. I'd just rather you saw the headroom now than be surprised later. The contract runs to 29 Apr 2027, so there's plenty of road. We'll talk about renewal well ahead of that.
- Danielle Okonkwo NoneFair. Okay. So who's going to send me the list of what we agreed?
- Hollie Grieve NoneI will. Let me read it back. Ollie sends the cheat sheet today. I build the leadership view and send you the link. Danielle, you send me the names of any liaisons not yet added, and the clinic name that came back empty. And I'll put a short check-in in the diary for a couple of weeks' time, so we can hear how the liaisons are getting on.
- Danielle Okonkwo NoneThat works. I'll send the names tomorrow. Friday. Done. And thank you, Ollie. They were hanging on every word, honestly. I could see it from here.
- Ollie Pearson NoneGlad it landed. If anyone gets stuck, send it through and we'll sort it. No question is too small.
- Hollie Grieve NoneThanks, Danielle. Speak soon.
- Danielle Okonkwo NoneThanks, all. Bye now.
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