Kingdon Diagnostics / BB-Demo – Discovery
Callcompleted
Kingdon Diagnostics: documents · 2024-10-02 13:30
Aisha Bukhari wants one view per trust of referrals, tickets and invoices so turnaround problems show before a trust raises them. Tom Ashdown gave a provisional Growth figure of £54k, implementation included.
What was said
What this says
Current to 11 Oct 26Aisha Bukhari wants one view per trust of referrals, tickets and invoices so turnaround problems show before a trust raises them. Tom Ashdown gave a provisional Growth figure of £54k, implementation included.
What happened: Tom Ashdown ran a discovery call with Aisha Bukhari, who runs contract managers across twelve sites. Her data sits in referrals, helpdesk, accounting and a shared drive.
Customer view: she wants to see turnaround figures before the trust does and is wary of anything that overstates performance. Information governance is something she says she won't cut a corner on.
Commercial: Tom pencilled in £54k for the Growth tier, all in with implementation, and said it was provisional. Aisha said it was nothing that frightens her, and she would need to take it to the finance director.
Watch: the referral system may not be connectable, and governance detail on data location was promised in writing. The call is dated 2 Oct 2024, so this is an early-stage record.
Themes
Current to 9 Oct 26Theme
One view per trust
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- Tom to send the written data and governance detail before Aisha speaks to her governance team.
- Aisha to send the list of systems, people and the chosen trust by the end of the week.
- Tom to arrange the demo early in the following week with her contract managers.
Risks
Current to 9 Oct 26- The specialist referral system may not be connectable, which is the core source for turnaround.
- Information governance questions on data location could slow the decision if written detail is late.
Opportunities
Current to 9 Oct 26- Growth tier fit: contract managers as users, with Zendesk, Xero and Microsoft 365 all connectable.
- A demo on a real trust of hers could show tickets and invoices on her own data.
Transcript
Tom Ashdown NoneAfternoon, Aisha. Can you hear me all right? I'm never sure with this headset.
Aisha Bukhari NoneAfternoon, Tom. Yes, loud and clear. Sorry, I'm just finding the right window. There we are.- Tom Ashdown NoneNo rush at all. How's your week been? Is it all quiet up in Newcastle, or is it the usual?
- Aisha Bukhari NoneThe usual, which is to say busy. We've got a contract review coming up with one of the trusts, so that's rather on my mind today. It's why I was keen to talk.
- Tom Ashdown NoneRight, that's a good place to start then. Tell me a bit about how it works for you now. I know a bit from the intro, but I'd rather hear it from you.
- Aisha Bukhari NoneSo, we run MRI and CT services for NHS trusts and some private insurers, from twelve sites across the North East and Cumbria. Each trust has its own contract, its own turnaround targets, its own reporting expectations. And the information about each of them lives in different places.
- Tom Ashdown NoneDifferent places meaning what? What are we talking about, roughly?
- Aisha Bukhari NoneReferrals in one system, the helpdesk for reporting turnaround queries, invoices in the accounting system, and then the contract documents themselves in a shared drive. If a trust asks how we're doing on turnaround, someone has to go and gather it all.
- Tom Ashdown NoneAnd that someone is your team.
- Aisha Bukhari NoneMy team, yes. The contract managers. And what I don't like is that we find out about a problem when the trust raises it. I'd like to see the turnaround figures before they do. No surprises for the trust.
- Tom Ashdown NoneThat makes sense. So the thing you want is one view per trust, with referrals, tickets and invoices together, and you can see it before anyone has to ask.
- Aisha Bukhari NoneExactly that. And I'd want it to be right. I'm very wary of anything that overstates performance. If we go into a trust meeting with a figure, I need to be able to say where it came from.
- Tom Ashdown NoneWhich is how it's built, really. It sits on your own data, in your own Snowflake account, so you can trace a figure back to where it came from. I'll be straight with you, though, I'm not going to promise anything about your particular sources until we've looked at them.
- Aisha Bukhari NoneGood, that's the answer I wanted. Information governance is something I won't cut a corner on. What does the contract say about where the data lives, for instance? That's the first question our governance people will ask.
- Tom Ashdown NoneFair. It stays in your Snowflake account, so you hold it. I'd rather get you the proper written detail than paraphrase it from memory, so I'll send that over, and your governance team can take it from there.
- Aisha Bukhari NonePlease. If I can have that before I speak to them it saves a round of questions.
- Tom Ashdown NoneLeave that with me. Now, which systems would it need to talk to? Just so I can think about the demo.
- Aisha Bukhari NoneWell, the helpdesk is Zendesk. Accounting is Xero. We use Microsoft 365 for the documents and email. The referral system is more specialist, and I'd have to check with a colleague in IT what can be connected.
- Tom Ashdown NoneThat's useful. Zendesk, Xero and Microsoft 365 are all things we connect to. The referral system we'd look at together. So, in the demo, what I'd like is to use a real trust of yours, so you see your own tickets and invoices, not something made up.
- Aisha Bukhari NoneI like that. Can I ask what sort of thing we're looking at, price wise? I'm not committing to anything, I just need to know if this is in the right region before I take it further.
- Tom Ashdown NoneSure. I won't quote from memory, so treat this as provisional and I'll confirm it in writing. What we've pencilled in for the Growth tier is £53,800, and that's the all in figure, implementation included, not the yearly subscription on its own.
- Aisha Bukhari NoneRight. So that includes the set up work.
- Tom Ashdown NoneIt does. I'll split it out properly in the proposal so you can see the one off part and the annual part side by side.
- Aisha Bukhari NoneThat's helpful, thank you. Nothing that frightens me, as a starting point. I'd need to take it to the finance director in any case.
- Tom Ashdown NoneOf course. And do you know yet who else would be involved? Besides you and finance?
- Aisha Bukhari NoneMy contract managers would be the users, so a couple of them would join the demo. And IT, for the connection question. And probably our information governance lead, given what I said.
- Tom Ashdown NoneGood. Then what I'd suggest is this. I'll arrange the demo with your contract managers, on one of your trusts. You send me a short list of the systems and the people involved, and the trust you'd like to use. Does that work?
- Aisha Bukhari NoneThat works. I can get you that list by the end of the week. And I'd like to have the contract review behind me, so early in the following week is better than this one.
- Tom Ashdown NonePerfect. Let's get something in the diary for then. We're aiming to make a decision in early November, so there's a bit of room.
- Aisha Bukhari NoneYes, that's about right for us.
- Tom Ashdown NoneBrilliant. So, I'll send the data and governance detail and a date for the demo. You'll send me the list. Anything else I've missed?
- Aisha Bukhari NoneNo, I think that covers it. Thank you, Tom. This was useful.
- Tom Ashdown NoneNo bother at all. Good luck with the contract review. Best, Tom. Speak soon.
- Aisha Bukhari NoneThank you. Best wishes, goodbye.
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