Quarrington Care Network / BB-Demo – Check In
Callcompleted
Quarrington Care Network: documents · 2026-08-25 15:45
On the 25 Aug 2026 check-in, Quarrington asked for thirty more seats after going one over the forty on Growth. Gregory Hasselbeck will decide once he has a one-page role proposal and a privacy answer.
What was said
What this says
Current to 11 Oct 26On the 25 Aug 2026 check-in, Quarrington asked for thirty more seats after going one over the forty on Growth. Gregory Hasselbeck will decide once he has a one-page role proposal and a privacy answer.
What happened: Usage is up, no tickets in thirty days, and active users have reached forty-one against forty included. Danielle Okonkwo asked for thirty more seats, three blocks of ten, for intake coordinators.
Customer view: Danielle and Brandon Ellison want the intake team to have the same referrer history the liaisons already use. Gregory said "If privacy is comfortable, I'm comfortable" and left the detail to the three of them.
Commercial: Jordan Pike offered the add-on alongside the existing term, ending on 29 Apr 2027, with a part-year amount on the written quote. Whether the business associate agreement covers more users is unconfirmed.
Watch: Privacy has not seen the narrower intake role yet. The nightly refresh means intake staff will not see same-day activity, and Danielle also asked for contract status in the referrer view.
Themes
Current to 9 Oct 26Theme
Seat add-on for intake team
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- Jordan Pike to send a written quote for the three blocks, with the part-year amount, by the Friday after the call.
- Hollie Grieve to send a one-page role proposal for the intake team that week, for Danielle Okonkwo to take to privacy.
- Brandon Ellison to send names, branches and job titles by the end of that week.
Risks
Current to 9 Oct 26- Privacy has not reviewed the narrower intake role and the business associate agreement question is still unconfirmed, so approval could slip.
- Gregory Hasselbeck has not decided and wants one page and the privacy answer first.
- Intake coordinators used to a live system may be surprised that the nightly refresh hides same-day activity.
Opportunities
Current to 9 Oct 26- Three blocks of ten users would take Growth from forty included to seventy, ending with the contract on 29 Apr 2027.
- Branch managers are a possible second wave of seats after intake.
- A contract status view in the referrer view and a usage-by-region note give further reasons to deepen use.
Transcript
Hollie Grieve NoneHi all, can you hear me okay? I can see Danielle, and I think a couple of others are still on their way in.
Danielle Okonkwo NoneHi Hollie, loud and clear. Brandon's finishing another call, he said two minutes. Gregory said he'd join a bit after the start, so bear with us.
Jordan Pike NoneHey everyone, Jordan here. Good afternoon. Quick agenda, and I'll watch the clock: usage since the last check-in, what Brandon's team needs, and anything on the contract. We've got thirty-five minutes booked, so we're fine on time.- Hollie Grieve NonePerfect. Danielle, how's your week been? You always have something from the field.
- Danielle Okonkwo NoneI do, actually. One of our liaisons walked into a discharge planning meeting on Monday and knew the referrer's whole history before she sat down. The calls, the open contract questions, who had been in touch. The physician group manager asked her how she knew all that. That's the win.
- Hollie Grieve NoneOh, I love that. That's exactly what you bought it for.
- Danielle Okonkwo NoneIt is. And honestly that's why I asked for this call. The liaisons are telling everyone. Which is a good problem, but let's get to the numbers first.
Brandon Ellison NoneHi, sorry, sorry. I'm here. Can you hear me? I had a call run over.- Hollie Grieve NoneHi Brandon, we can hear you fine, no problem at all. We've only just started. Let me share my screen. Can everyone see the usage page?
- Danielle Okonkwo NoneYep, I see it.
- Brandon Ellison NoneYeah, I see it too.
- Hollie Grieve NoneGreat. So, headline first. Active users have roughly doubled compared with the prior quarter. Questions asked are up month on month, and that's the number I care most about, because it tells me people are actually asking the brain rather than just logging in. And your teams have built more dashboards since we last spoke.
- Danielle Okonkwo NoneThat's the liaisons. They run the referrer view every morning now. Before it was a spreadsheet and three tabs.
- Hollie Grieve NoneRight, and it shows. The other thing you'll see here is that nothing has come in through support. No tickets in the last thirty days, nothing high priority, and the nightly refresh has landed on time.
- Jordan Pike NoneTo be transparent, that's rare. Zero tickets usually means either everything's fine or nobody's using it. Here it's clearly the first one.
- Danielle Okonkwo NoneHa, I'll take it.
- Hollie Grieve NoneSo here's where the licence sits. Your Growth plan includes forty users. As of this morning you have forty-one active. So you've tipped just over the line.
- Brandon Ellison NoneForty-one. Okay. Is that a problem? Is somebody locked out?
- Hollie Grieve NoneNo, nobody's locked out. The user number is a soft limit, so the forty-first person is working fine. The connectors are the hard limit, and you're nowhere near that. But I'd rather raise it with you now than have it show up on a report in the autumn and surprise somebody.
- Brandon Ellison NoneRight. That makes sense. Honestly I think that's about to get a lot bigger, so it's good timing.
- Jordan Pike NoneOkay, Brandon, tell us more. What's going on on your side?
- Brandon Ellison NoneSo my intake coordinators. They're the people who take the referral when it first comes in, by phone or fax or the portal, and they're the first ones to touch it. They've watched the liaisons use this for a couple of months now and they keep asking me, why can't we see that? When a referral comes in from a hospital they don't know, they want the history of that referrer right there, the same as the liaisons have it.
- Danielle Okonkwo NoneAnd I'll jump in, because I've had the same from the liaisons. They're tired of being the only ones who know. The intake team calls them, asks who this referrer is, and the liaison has to go and look it up and call back. It's slow.
- Hollie Grieve NoneMm. So the intake team is effectively a second front door, and they'd get the same single view per referrer.
- Brandon Ellison NoneExactly. And there are quite a few of them. Across the branches, I'd say we're looking at around thirty people who'd want an account.
- Jordan Pike NoneThirty. Okay. Danielle, is that the number you were going to ask me for?
- Danielle Okonkwo NoneIt is. Straight out. I'd like thirty more seats. I need this by Friday if there's a way, at least the quote, because I want to take it to the leadership team next week.
- Jordan Pike NoneLove the directness. Okay, so here's where we are on the commercial side. You're on Growth at £50k a year, and the contract runs to 29 Apr 2027. Extra users are an add-on, and they come in blocks of ten. So thirty more is three blocks.
- Danielle Okonkwo NoneThree blocks. Okay. And that brings us to seventy.
- Jordan Pike NoneSeventy in total, yes. Forty included, thirty added.
- Hollie Grieve NoneAnd I'd say, Danielle, it's worth checking whether thirty is the right figure or a starting figure. You're already one over. If the intake team is thirty and then someone in finance wants a login, you'll be back here in a month.
- Danielle Okonkwo NoneFair. Brandon, how firm is thirty?
- Brandon Ellison NoneIt's pretty firm for intake. I'd rather start with thirty and see who else turns up. The people I'm worried about are the branch managers, but they can wait for the second wave.
- Jordan Pike NoneOkay. Then thirty is the ask, and we can always add another block later. What would make this a yes for you?
- Danielle Okonkwo NoneTwo things. A number I can put on one page. And Gregory comfortable that nothing about compliance changes, because I don't commit anything without him.
Gregory Hasselbeck NoneAfternoon, everyone. Apologies for being late. What decision is needed?- Jordan Pike NoneWelcome, Gregory. No problem at all. Short version: you've gone one over the forty users in your Growth plan, and Danielle and Brandon would like to add thirty more seats for the intake coordinators. That's the decision, and it's an add-on, not a change to the contract.
- Gregory Hasselbeck NoneI see. What's the risk?
- Hollie Grieve NoneGood question. Two angles. On cost, it's a fixed add-on, so there's no overage or anything open ended. On data, these are new people looking at the same governed view, so the thing to confirm is what the intake coordinators can see.
- Gregory Hasselbeck NoneGo on.
- Hollie Grieve NoneThe brain runs in your own Snowflake account, so nothing leaves your environment. Access is by role. The liaisons see referrer history, calls, tickets and contracts. For the intake team I'd suggest we set up a narrower role: the referrer view and the contract summary, and not the free-form chat across everything. We'd agree that with you rather than assume it.
- Brandon Ellison NoneThat works for us. They don't need chat across everything. They just need to know who's calling and what the relationship looks like.
- Gregory Hasselbeck NoneKeep it simple. Does the business associate agreement cover more users?
- Jordan Pike NoneTo be transparent, I don't want to answer that from memory and be wrong. The agreement you signed is with your organisation, and the way it's written is about the service and the data, not a headcount. But I'll confirm that in writing with our team, and I'd want your privacy and security people to see it too. I'm not going to ask you to approve anything they haven't looked at.
- Gregory Hasselbeck NoneGood. That's what I want. Has privacy signed off on the role design?
- Danielle Okonkwo NoneNot yet, because there's nothing to sign off yet. I'll bring them the role proposal as soon as Hollie has it. Let's loop in the liaisons too, so privacy sees a real use case and not just a diagram.
- Gregory Hasselbeck NoneFine. Do that first. If privacy is comfortable, I'm comfortable.
- Hollie Grieve NoneUnderstood. I'll draft the role description this week, one page, plain language. What each group can see, what they can't, and where the data sits.
- Gregory Hasselbeck NoneThank you. Anything on timing?
- Jordan Pike NoneYes, let me be clear about timing. I can get you a written quote for the three blocks by Friday. Hollie sends the role proposal alongside it. Then it's on your side: privacy reviews, you decide, and we switch the seats on. Technically it's a quick change once approved, the accounts just need to be provisioned.
- Danielle Okonkwo NoneFriday works. That gives me the weekend to read it and Monday to talk to leadership.
- Brandon Ellison NoneCan I ask something? When the intake people get access, is there any training? Because they aren't as technical as the liaisons. A couple of them still print things out.
- Hollie Grieve NoneDefinitely. I'd do a short session with them, thirty minutes or so, walking through the referrer view using a real referral they've had this week. People learn faster when it's their own work. If you want a full day on site that's an add-on, but I don't think you need it for this group.
- Brandon Ellison NoneNo, a short session is perfect. I can get them all in one room at the main office on a Tuesday.
- Danielle Okonkwo NoneAnd let's make sure a couple of the liaisons are in that room. Peer to peer. They'll believe a colleague over a vendor.
- Jordan Pike NoneHa, fair. We take no offence.
- Hollie Grieve NoneCan I raise one more thing on usage, just so it's said out loud? Looking at who's asking the questions, it's spread across the liaisons quite nicely. There isn't one person asking most of them. That's healthy. If it was just Danielle I'd be worried about what happens when she goes on holiday.
- Danielle Okonkwo NoneI never go on holiday. Ask my team.
- Gregory Hasselbeck NoneShe does not.
- Jordan Pike NoneOkay, we need to fix that. Alright. Gregory, one more point on the commercial side, so there are no surprises. The seat add-on would run alongside the existing term. We'd line it up so it ends with the contract on 29 Apr 2027, so you don't have two renewal dates to track.
- Gregory Hasselbeck NoneOne renewal date. Good. Keep it that way.
- Danielle Okonkwo NoneAnd does that mean the thirty are charged for a part year, then? Because we're in August.
- Jordan Pike NoneRight, that's the question I'd expect from you. Yes, we'd work it out from the start date to the end of your term, not a full year. I'll put the exact figure on the quote so it's not me describing it on a call. I'd rather you see it in writing.
- Danielle Okonkwo NonePerfect. That's what I need.
- Brandon Ellison NoneHollie, while I've got you. Anything the intake team should know before they go live? Any gotchas? I don't want my coordinators finding out about a quirk the hard way.
- Hollie Grieve NoneHonest answer, one. The nightly refresh finishes by seven in the morning on business days, so anything that happens during the day shows up the next morning. If an intake coordinator takes a referral at lunchtime and checks it at three, the newest activity won't be there yet. I'd tell them that on day one.
- Brandon Ellison NoneOkay, that's useful. They're used to the old system being live, so I'll make sure they hear it.
- Danielle Okonkwo NoneIs that something you can change?
- Hollie Grieve NoneIt's how the refresh works for every plan, so not something we'd change for one group. But if it turns out to bite, tell me and we'll look at it properly. Better to learn from real use.
- Gregory Hasselbeck NoneI'll leave the detail with you three. Danielle, you bring me the one page and the privacy answer. Then I'll decide.
- Danielle Okonkwo NoneWill do. Thank you, Gregory.
- Gregory Hasselbeck NoneThank you, all. I have another meeting. Good to see the usage up.
- Jordan Pike NoneThanks, Gregory. Appreciate you jumping on.
- Hollie Grieve NoneSo, we've got plenty of time left. Shall we use it to talk about how the rollout would actually work for the intake team, so that when approvals land you're ready?
- Danielle Okonkwo NoneYes, please. That's the bit I always want to do properly.
- Hollie Grieve NoneOkay. Three steps, then. One, we agree the role, which we've covered. Two, Brandon sends me the list of names, and I'd like it grouped by branch so we can check nobody's missed. Three, we turn the seats on and run the short session. If approvals come through early next week, you could be live inside a fortnight.
- Brandon Ellison NoneI can have names by the end of this week, actually. I already have most of them in a list.
- Hollie Grieve NoneBrilliant. Please don't put anything about patients in the email, just names, branches and job titles. We don't need anything else.
- Danielle Okonkwo NoneNever in email. That's a rule for us anyway.
- Brandon Ellison NoneUnderstood. Names and branches only.
- Jordan Pike NoneAnd on my side, one thing I want to say. You've had a quiet few months with us, in a good way. No fires. I don't take that for granted, and I know it comes from you putting in the effort. So if there's anything about the service that could be better, now's a good time, before the add-on.
- Danielle Okonkwo NoneHonestly? The only thing I'd ask is for that referrer view to carry a little more about contract status. The liaisons keep asking whether a referring group has an agreement in place or not.
- Hollie Grieve NoneInteresting. That sounds like it's already in the data, it's a question of how it's shown. Can you send me an example of what a liaison would want to see at a glance? I'll see whether it's a dashboard change or something bigger.
- Danielle Okonkwo NoneI'll ask two of the liaisons to write down what they'd want, in their words. I need this by Friday, but I'll be reasonable. Next Wednesday.
- Hollie Grieve NoneNext Wednesday is great. Thank you.
- Brandon Ellison NoneThat would help my team too. They get asked about agreements all the time.
- Jordan Pike NoneOkay, let me play back what we've got so nobody leaves confused. Danielle wants thirty more seats, three blocks of ten, which brings you to seventy. I send a written quote by Friday, with the part-year amount on it, lined up to end on 29 Apr 2027. Hollie sends the role proposal this week. Danielle takes it to privacy. Brandon sends names by the end of the week. Gregory decides once he has the one page and the privacy answer. Did I miss anything?
- Danielle Okonkwo NoneNo, that's it. And the liaisons' list on contract status next Wednesday.
- Hollie Grieve NoneYes, I have that too. And I'll book the short session with the intake team once we have a date. I'll send a few options.
- Brandon Ellison NoneTuesday afternoons are best for me. Mornings are all intake volume.
- Hollie Grieve NoneTuesday afternoon, noted.
- Danielle Okonkwo NoneCan I say one more thing, since we have a few minutes? Our referral trend is up in the two states where liaisons have used this the longest. I'm not saying it's all down to the brain, but it's moving the right way, and when I present it to leadership I want to be able to say what changed. Could you help me pull together a short note on usage by region?
- Hollie Grieve NoneYes, I can do that. I'd be careful to say it's usage and not cause, but I can show how activity changed by team and by month, and you pair it with your referral numbers. That keeps it honest.
- Danielle Okonkwo NoneThat's what I want. Honest and short.
- Jordan Pike NoneI'll add one line to the quote email so you've got it all in one place. And Danielle, if leadership wants to join a call and ask us questions directly, I'm glad to do that.
- Danielle Okonkwo NoneLet's see how Gregory reacts to the one page first. He likes to keep things simple.
- Brandon Ellison NoneYeah, keep it simple is basically his motto.
- Hollie Grieve NoneNoted, and I'll write it that way. Anything else from anyone? Questions on the usage page, anything that looked odd?
- Brandon Ellison NoneJust one. The number of dashboards. Did my team build most of those, or is that the liaisons?
- Hollie Grieve NoneMostly the liaisons, with a handful from your team. I can send you the list of who built what if you'd like, and you can see who's getting into it.
- Brandon Ellison NoneYes please. That's useful for deciding who to bring along first.
- Hollie Grieve NoneWill do. I'll add that to the same email as the role proposal.
- Jordan Pike NoneAlright. I think we're in good shape, and we've got a few minutes back. Danielle, anything else on your list?
- Danielle Okonkwo NoneNo. I'm happy. This was the useful kind of call. We found a problem we're glad to have, and everyone knows what they're doing.
- Hollie Grieve NoneThat's what I like to hear. I'll send a short recap this afternoon with the actions and who owns each one, so we're all working from the same list.
- Brandon Ellison NoneThanks, Hollie. Thanks, Jordan. I'll get the names over this week.
- Jordan Pike NoneGreat. Quote on Friday, as promised. Thanks, everyone. Speak soon.
- Danielle Okonkwo NoneThanks all. Talk soon.
- Hollie Grieve NoneBye, everyone. Have a good rest of the afternoon.
Callsmade from