Quarrington Care Network / BB-Demo – Check In
Callcompleted
Quarrington Care Network: documents · 2026-08-13 16:30
Danielle Okonkwo reported strong adoption and daily value from the brain. Hollie Grieve flagged unused seats, proposed training and a dashboard build, and gave early notice of the renewal on 30 Apr 2027.
What was said
What this says
Current to 11 Oct 26Danielle Okonkwo reported strong adoption and daily value from the brain. Hollie Grieve flagged unused seats, proposed training and a dashboard build, and gave early notice of the renewal on 30 Apr 2027.
What happened: Danielle described a liaison using the referrer page before a hospital visit, and said she asks the brain for the referral trend every Monday. Hollie said active users had roughly tripled on the quarter before.
Customer view: Danielle said the liaisons would riot if it were taken away and called it the best thing she has brought in this year. She cannot discuss money without her finance lead.
Commercial: Hollie noted about eleven people active against forty seats on Growth, so the aim is use of existing licences, not an upgrade. The renewal is on 30 Apr 2027 and Hollie will approach about three months ahead.
Watch: Danielle mentioned calls from the day before sometimes not showing. Hollie explained same-day calls appear after the overnight run, and asked for a ticket if older calls are missing.
Themes
Current to 9 Oct 26Theme
Adoption growth, renewal groundwork
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- Hollie Grieve sends a one-pager, training slots and an answer on referrer contact history by Friday, copying Jordan.
- Hollie Grieve and Danielle Okonkwo build the Monday referral trend dashboard together before the next leadership Monday.
- Hollie Grieve opens the renewal conversation about three months before 30 Apr 2027 with Danielle's finance lead present.
Risks
Current to 9 Oct 26- Danielle cannot discuss price without her finance lead, so the budget holder has not yet been engaged.
- Active use is about eleven of forty seats and depends on liaison onboarding and one internal sponsor.
- Some previous-day calls are reported missing, and the issue is not being ticketed.
Opportunities
Current to 9 Oct 26- A dashboard of the Monday referral trend would put the value in front of leadership without Danielle as middleman.
- Training sessions can lift seat use within the existing forty licences, and a new connector source may emerge from liaison feedback.
Transcript
Hollie Grieve NoneHi Danielle, can you hear me alright?
Danielle Okonkwo NoneI can, hi Hollie. Hold on, one second, I'm swapping over to my headset. There. Better?- Hollie Grieve NoneMuch better, thank you. It's late in the day for me and earlier for you, so I'm on my second tea and you're, what, just getting going?
- Danielle Okonkwo NoneJust about. Back to back since eight. But I'm glad it's you and not another budget review, so, good trade. It's roasting here this week, by the way. The whole office is complaining about the air conditioning.
- Hollie Grieve NoneHa, I'll take that. We've had a grey, drizzly one, so I'm almost jealous. Thanks for making the time. This is just our regular check-in, nothing heavy. I want to look at how the brain's being used, what's working for the liaisons, and then talk a little about what's coming up on the contract side. Does that sound right to you?
- Danielle Okonkwo NoneSounds right. Can I start with a win from the field first? I always do.
- Hollie Grieve NonePlease do.
- Danielle Okonkwo NoneSo last week one of our liaisons was about to walk into a hospital discharge office. Before she even got out of the car she pulled up the referrer page on her phone. Calls, open tickets, the contract status, all in one place. She saw the referring group had logged a complaint about a late start of care a couple of weeks earlier, and that we'd fixed it. So she opened with that. And the case manager just sat back and said, finally, somebody who knows what's going on. That's the whole point of this thing for me. That's why I fought for it.
- Hollie Grieve NoneThat's lovely to hear. And it's exactly the picture you described when we first scoped it, one view per referrer, before anyone walks in.
- Danielle Okonkwo NoneExactly. One view per referrer. And the thing is, she didn't need me, she didn't need an analyst. She just asked it. Two minutes in the car.
- Hollie Grieve NoneWhich is what I wanted to dig into, actually. Because the usage for the last quarter looks really good. Your active users have roughly tripled compared with the quarter before. Did you push something internally, or did it just spread by itself?
- Danielle Okonkwo NoneBit of both. I made it a thing at the monthly liaison meeting. I said, if you're going to see a referrer, you open the brain first. No excuses. And then a couple of the stronger liaisons started showing the others how they use it, which works way better than me nagging. Let's be honest, nobody likes being nagged by the VP.
- Hollie Grieve NoneMm, peer pressure, the best kind. How's the split looking from where you sit? Is it mostly liaisons, or are the patient services people in there too?
- Danielle Okonkwo NoneMostly liaisons. Patient services is a smaller group, a handful really, and they use it differently. They'll ask things like which referrers have had the most scheduling problems. The liaisons ask, what's the referral trend for this account, who's my contact, when did we last speak. Simple stuff, but it's the stuff they used to dig out of five different places.
- Hollie Grieve NoneRight. And are you asking it yourself, the trend question?
- Danielle Okonkwo NoneAll the time. Every Monday before leadership. I ask, what's the referral trend by referrer group, top and bottom, and I get something I can put in front of the leadership team in ten minutes. Before, it was a day of somebody pulling spreadsheets together and then me not trusting the totals. Now I just trust it and move on.
- Hollie Grieve NoneThat's the value, honestly, the day of spreadsheets going away. I'll note that down, because it's exactly the sort of thing we like to capture for when we get to the renewal conversation.
- Danielle Okonkwo NoneRenewal, already? We only just got going.
- Hollie Grieve NoneHa, no, don't panic. You're contracted until 29 Apr 2027, so it renews on 30 Apr 2027, and there's plenty of time. I only mention it because I'd rather you hear it from me early than get a surprise. I'll come to you about three months ahead of the date, properly, with the numbers, and we'll go through it together.
- Danielle Okonkwo NoneOkay. Good. I'll be straight with you, I can't talk money without our finance lead in the room, that's just how we do it. But I can tell you the liaisons would riot if you took it away.
- Hollie Grieve NoneUnderstood, and I'd never expect you to. Just for context, you're on Growth, fifty thousand a year, with forty licensed users. And the thing I wanted to flag is that you've got about eleven people active against forty seats. So there's a lot of headroom you're already paying for.
- Danielle Okonkwo NoneForty seats. Right, so I could bring in a lot more liaisons without paying more.
- Hollie Grieve NoneWithin the forty, yes, nothing extra to pay. That's really what I wanted to suggest. Rather than talk about upgrading or adding anything, let's get more of the existing licences used. Who's not in yet, do you think?
- Danielle Okonkwo NoneSome of the newer liaisons, and the ones in the smaller markets who are mostly on the road. One of them said to me she didn't know where to start. So the onboarding is the gap, not the tool. The tool's fine. They just need someone to sit with them for half an hour and show them what to ask.
- Hollie Grieve NoneThat's useful, and easy to fix. We can do a short training session, thirty minutes, hands on, using your own referrer data so it's real. I'd suggest two groups so it isn't one giant call where nobody speaks.
- Danielle Okonkwo NoneYes. Let's loop in the liaisons. I need this by Friday, can you do something I can circulate by then? Even just a one-pager.
- Hollie Grieve NoneI can send a one-pager and a couple of suggested slots by Friday. Would you want Jordan there as well? He's your account owner on our side, and he'd like to hear how the usage has moved.
- Danielle Okonkwo NoneSure, bring Jordan. He should hear the story.
- Hollie Grieve NoneGreat. Next thing. The dashboards builder is included with Growth, and I don't think anyone on your side has built one yet. You said you put the same view in front of leadership every Monday. You could have that as a dashboard that's just there, rather than asking each time.
- Danielle Okonkwo NoneOh, that's good. Is that hard? Because I am not technical, I'll tell you that now.
- Hollie Grieve NoneNo, it's pick the thing you already ask and pin it. I can share my screen and we'll build the Monday one together in twenty minutes or so. You'd watch, then you'd do the second one yourself.
- Danielle Okonkwo NoneDo that. I'd like the leadership team to just open it and see the trend without me being the middleman.
- Hollie Grieve NoneLovely. Now, anything been annoying you? I noticed you've had no tickets in the last month, which I read as good news, but I always check, because sometimes silence just means people have given up.
- Danielle Okonkwo NoneNo tickets because nothing's broken. Honestly. Okay, one thing, small. Some days a liaison tells me a call from the day before isn't showing up. It's not worth a ticket, I just say give it a bit and look again. But, you know, since you asked.
- Hollie Grieve NoneMm, good to know. The overnight refresh should be finished by 07:00 your time on business days. If something from the day before still isn't there after that, tell me which day and roughly which call, and then it's worth a ticket and we'll look at it properly.
- Danielle Okonkwo NoneOkay. Is it the late stuff, though? Like somebody has a call at four in the afternoon and then looks right after, and it's not there yet?
- Hollie Grieve NoneRight, that's it. That one won't be in until the overnight run. That's by design. So a same-day call shows up the next working day.
- Danielle Okonkwo NoneGot it, that makes sense. I'll tell them. One more thing while I think of it. Our compliance folks asked me again last month where the data actually lives. I said it's inside our own Snowflake account, nothing leaves. They were happy. Please keep that story the same.
- Hollie Grieve NoneYes, that hasn't changed. It all runs inside your own Snowflake account, and that's the arrangement we agreed when you came on. If your compliance team want anything in writing, send me the question and I'll get Jordan to come back to you with it.
- Danielle Okonkwo NoneGood, thanks. Okay, here's what I've been wondering. Is there anything else we ought to be connecting? I keep thinking there's a source the liaisons would love to see in there, but I haven't pinned it down yet.
- Hollie Grieve NoneWorth a conversation. You've got room on connectors under Growth, so it's not a pricing question, it's a what-would-help question. Why don't you ask the liaisons at the training session what they go looking for most and can't find? Then we pick one, not five.
- Danielle Okonkwo NoneI like that. Ask the people who actually use it. And actually, one liaison did ask whether she can see how a referrer's contact has changed over time, who used to be the person and who is now. I told her I'd ask you.
- Hollie Grieve NoneGood, I'm glad you did. I don't want to promise anything off the top of my head, so let me check what it can do today with the history it holds, and I'll come back to you on that with a straight answer. I'll put it in the same email as the one-pager.
- Danielle Okonkwo NonePerfect. I don't like leaving a liaison hanging. They ask once and if nobody answers they stop asking.
- Hollie Grieve NoneCompletely agree. So let me say back what we've got. By Friday I'll send you the one-pager, some slots for two short training sessions, and an answer on the contact history question. Then we find a time for the dashboard build, ideally before the next leadership Monday, and I'll copy Jordan on all of it. Anything you owe me?
- Danielle Okonkwo NoneMe? I'll tell the liaisons training's coming and get you the names of who's not in yet. And I'll find out which source they keep asking for. That's mine.
- Hollie Grieve NoneBrilliant. And on the contract, nothing for you to do now. I'll pick it up with you well ahead, and when we do, I'd suggest your finance lead joins so you're not carrying the money bit on your own.
- Danielle Okonkwo NoneYes please, that's the right way. Honestly, Hollie, it's the best thing I've brought in this year. It's not even close. Right, I'm going to go and sit in front of a fan for ten minutes before my next one.
- Hollie Grieve NoneHa, enjoy that. I'll go and finish my tea and write this up while it's fresh. It's a good picture for the account, the way it's spread through the team. I'll make sure Jordan sees it too.
- Danielle Okonkwo NoneGreat. Tell him the car park story. The liaison and the case manager. He'll like it.
- Hollie Grieve NoneI will, word for word. Thanks, Danielle, really, thanks for the time, and for the push internally. It shows in the usage.
- Danielle Okonkwo NoneThanks, Hollie. Speak Friday, then, or by email. Whichever. Let's loop in the liaisons.
- Hollie Grieve NoneSpeak soon. Bye for now.
- Danielle Okonkwo NoneBye, take care.
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