Willet Creek Senior Living / BG-Demo – Demo
Callcompleted
Willet Creek Senior Living · 18 Aug 2026 17:00
Willet Creek's team saw search, chat and dashboards on sample data and liked the joined-up view. Kristin will not go to the COO for budget until privacy and security sign off, and Amber's per-community access question is open.
What was said
What this says
As at Fri 9 Oct 2026Willet Creek's team saw search, chat and dashboards on sample data and liked the joined-up view. Kristin will not go to the COO for budget until privacy and security sign off, and Amber's per-community access question is open.
What happened: Theo Gallagher demoed the brain on a sample extract with resident and family names removed. Kristin called the complaints-plus-contracts answer exactly the view she wants.
Customer view: Amber Schultz asked who controls access roles and whether one community's sales director could see another's complaints. Theo logged it as an open item to evidence in the review, not just describe.
Commercial: Kristin said privacy and security sign-off is the gate before she goes to Eric for budget. Jordan restated the deal at £155k in total including implementation, with the working target of 29 Dec 2026.
Watch: Next-morning freshness was accepted, though Nicole Dahl wants no stale picture on urgent matters. The tour-date question came back empty because the sample lacked that field.
Themes
As at Fri 9 Oct 2026Theme
Demo and security gate
Importance
upsell
Sentiment
positive
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Theo Gallagher to send the privacy lead security documentation with control references.
- Theo to list open items with owners, starting with per-community access, and bring a connector list.
- Set up a call between the privacy lead, Amber Schultz and Theo.
Risks
As at Fri 9 Oct 2026- Privacy and security sign-off is the gate and has not yet been given.
- Per-community access control is an open item that must be evidenced in the review.
- Urgent matters may need handling in source systems because refresh is nightly.
Opportunities
As at Fri 9 Oct 2026- Dashboards builder would let Amber's team self-serve reports now requested as tickets.
- Connecting the CRM would make tour-date questions work, deepening the implementation scope.
Transcript
Jordan PikeHi everyone, thanks for joining. Kristin, Amber, Nicole, and this is Theo Gallagher, our solutions engineer. Can everybody see my screen, or should Theo share?
Kristin LindahlHi all. Before we start, one quick story. A community director in Minnesota told me this week that a family asked her three different things in one phone call, and she had to say let me find out for each of them. That's what I want fixed.- Jordan PikePerfect framing. Agenda in one line: Theo shows the brain on a sample of your own enquiry and contract data, then we talk about what a rollout would need. We have until about six, so I'll watch the time.
Nicole DahlSorry, I'm on my phone's hotspot, so if I drop, bear with me.
Theo GallagherNo problem, Nicole. Let me share. Okay, you should see a search box and a chat panel. What I've loaded is a sample extract from your data team: enquiries, complaint records and contract documents, with resident and family names removed before it reached us. Amber, that was your team's extract, so please correct me if I describe it wrong.
Amber SchultzThat's right. We stripped names and anything that identifies a resident. Community identifiers are still there.- Theo GallagherGood. So first thing: everything you see runs inside a Snowflake account. In production that would be yours. We don't copy it out to a separate store.
- Amber SchultzCan I stop you there? Who controls the access roles? Because my concern is that a community sales director could see another community's complaints.
- Theo GallagherFair question. It follows your Snowflake roles, so access is whatever your account grants. For Enterprise there's also single sign-on and SCIM for provisioning. I'd want to be careful about overstating how you'd configure per-community views, so I'll note it as an open item and we can evidence that in the review, not just describe it.
- Amber SchultzOkay. Write it down, please.
- Jordan PikeNoted. Amber's access question, owner Theo.
- Theo GallagherRight. Now let me ask the brain a real question. Kristin, give me something you'd ask on a Monday morning.
- Kristin LindahlOkay. Which communities have unresolved complaints that are also past due on a contract question?
- Theo GallagherTyping that in. And there, it returns a short list by community, with the complaint records on one side and the contract references on the other. If I click one, it opens the source documents so you can see where the answer came from.
- Kristin LindahlOh, that's the thing. That's exactly the view. Nicole, look at that.
- Nicole DahlOkay, I see it. My question would be about tours. Can I ask which enquiries haven't had a reply and have a tour scheduled?
- Theo GallagherLet's try. I'll phrase it the way you just said it. Right, it found the enquiries with no reply. The tour date is in a field our sample doesn't include, so that part comes back empty. That's a limit of the extract, not of the brain. If your CRM holds tour dates and we connect it, that question works.
- Nicole DahlGot it. So it's only as good as what's connected.
- Jordan PikeTo be transparent, that's the right way to think about it. Connections first, then questions. That's where the implementation work goes.
- Amber SchultzWhat does freshness look like? If a complaint is logged at four in the afternoon, when can Nicole ask about it?
- Theo GallagherThe refresh is nightly. It completes by 07:00 your local time on business days. So a complaint logged at four shows up the next morning, not the same afternoon. If that's a problem for how you work, tell me now.
- Kristin LindahlNext morning is fine for us. Families don't need minute by minute. They need an answer that's right.
- Nicole DahlAgree, as long as the director isn't working from yesterday's picture on something urgent.
- Theo GallagherUnderstood. Urgent things would still be handled in the source systems. The brain is for the joined-up view. Let me show one more thing: the dashboards builder.
- Theo GallagherHere I've put together a view by community: open enquiries, open complaints, contracts approaching a decision. Amber, your team could build these without us.
- Amber SchultzThat would take pressure off my group. Right now every one of these is a ticket to us.
- Kristin LindahlAnd that's the board conversation. I need this before the board meeting, a picture of the whole portfolio.
- Jordan PikeHere's where we are. You've seen the search, the chat and a dashboard on sample data. What you haven't seen yet is your full data connected, and your privacy and security team's view. What would make this a yes from here?
- Kristin LindahlPrivacy and security signs off. That's the gate. I won't go to Eric for budget before then, and he won't sign before they approve anyway.
- Jordan PikeThat's clear, and it's the right order. For reference, the deal on our side is still £155,000 in total, including implementation, and our working target is still 29 December 2026.
- Theo GallagherOn the security side, here is what I'd propose. One, I send your privacy lead our security documentation with the control references. Two, I list the open items from today, with owners, starting with the per-community access question. Three, we set up a call between your privacy lead, Amber and me. I'll be careful to say where something is a draft.
- Amber SchultzI'd like to be on that call. And I'll want to know where the connectors would pull from, in detail.
- Theo GallagherOf course. I'll bring a connector list based on what you've described.
- Kristin LindahlI'll introduce your note to our privacy lead tomorrow. Jordan, send me the summary and I'll forward it. Thanks, Jordan.
- Jordan PikeWill do, today. Thanks, everyone. Thanks, Jordan, signing off.
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