Hollowmere Care Group / BG-Demo – Demo
Callcompleted
Hollowmere Care Group · 23 Feb 2026 14:00
Demo to Natasha Pryor and Josh Fairburn. Josh's concerns were access, source-system changes and the clunky incident export. Natasha accepted next-morning freshness for commissioner reporting. A proposal is the next step.
What was said
What this says
As at Fri 9 Oct 2026Demo to Natasha Pryor and Josh Fairburn. Josh's concerns were access, source-system changes and the clunky incident export. Natasha accepted next-morning freshness for commissioner reporting. A proposal is the next step.
What happened: Hannah Lowe answered Josh's questions on connectors, freshness and what breaks when a source changes. She showed the connector status page and promised a written note on the incident export.
Customer view: Natasha put the commissioner-facing incident data first and said next-morning refresh is enough. Josh will check the export interface with the supplier.
Commercial: Matteo Ricci named the proposal as the next step. Staged go-live starts with contact and invoice data, with incidents following.
Watch: The incident export is a manual report run by Josh, so it is the likely delay. Natasha also wants a load-level evidence trail for board questions.
Themes
As at Fri 9 Oct 2026Theme
Connector design and freshness
Importance
neutral
Sentiment
positive
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Matteo to send the proposal with Hannah's written notes on the incident export.
- Josh to ask the supplier about an export interface and report back.
Risks
As at Fri 9 Oct 2026- The incident export is a manual report and may delay the incident side that commissioners rely on.
- Source-system changes can stop a connector loading, and Josh said systems change constantly.
Opportunities
As at Fri 9 Oct 2026- A staged go-live starting with contact and invoice data gives early visible value.
Transcript
Matteo RicciAfternoon, both. Natasha, Josh. Hannah has joined me, she is our solutions engineer for connectors.
Hannah LoweAfternoon. Thanks, Matteo. Before I share anything, can I ask what you most need to know today? I'd rather answer your questions than walk through slides.
Natasha PryorStraight to it, good. Josh will be the one living with this day to day, so I'd say his questions come first.
Josh FairburnRight, okay. Thanks. So, mine are: what do we have to connect, who has to give us access, and what breaks if one of the source systems changes.- Hannah LoweThe short answer is, you connect what you already have, and nothing needs replacing. The longer answer is that each source gets a connector, and each connector has an owner on your side, someone who can approve access. For your case I'd expect the CRM, the helpdesk, the accounting system, the call recorder, your incident records and the shared mailbox.
- Josh FairburnThe incident records are the awkward one. They're in a care management system and the export is, to be honest, a bit clunky.
- Hannah LoweThat's useful to know. Do you get a scheduled export, or is it somebody running a report?
- Josh FairburnIt's somebody running a report. Well, me, mostly.
- Hannah LoweThen to be precise, that is the one I would design first. If it's a file drop, we can pick it up from a shared location on a schedule. If the system has an interface we can use, even better. I'll put that in writing so you can check it with the supplier.
- Natasha PryorWhich would be quicker to get live? I don't want the whole project waiting on one export.
- Hannah LoweThe CRM and the accounting system will be quickest, they're standard. Incidents, I'd say, takes longest because of the design work. So we would go live in stages, and the first thing your people see is the contact and invoice side.
- Matteo RicciWhich fits what Natasha said last week, start with the homes that shout loudest. Contact and invoices will show you those quite quickly.
- Natasha PryorIt does. Just as long as the incident side follows. That's what the commissioners lean on.
- Josh FairburnWhat about freshness? If a home manager logs an incident at four in the afternoon, when does that appear?
- Hannah LoweThe nightly refresh finishes by 07:00 on business days. So that incident would be there the next morning. It isn't live in the minute. If you needed that, we should talk about it separately, rather than me promising something loosely.
- Natasha PryorNext morning is fine for commissioner reporting. Not for a safeguarding alert, but that's not what we're buying this for.
- Hannah LoweGood, I'm glad you said that, it's important. The brain is for reporting and questions, not an alerting system.
- Josh FairburnAnd what do I have to do when someone changes a system? Because they do, constantly.
- Hannah LoweTell us, ideally before. If a source changes its fields, the connector may stop loading. You would see the record count go flat, and we monitor for that as well, but a heads-up from you saves everyone a few days. Let me show you the connector status page, so you know what it looks like when it's healthy.
- Josh FairburnOh, that's clear. So green is loading, and this one amber is stale?
- Hannah LoweExactly, amber is no new records beyond what you expect. You'd get it before anyone complains.
- Natasha PryorWhat's the evidence trail for the connector itself? If the board asks me where a number came from, I want to say which system, which load, which time.
- Hannah LoweEvery load is logged with source, time and record count. I can export that for you as a table. We can evidence it.
- Matteo RicciLet me confirm that in writing as well, with Hannah's notes on the incident export. Natasha, the next step on our side is the proposal, which I will talk you through shortly. Anything else for today?
- Natasha PryorNo, that was what I needed. Josh?
- Josh FairburnI'm happy. I'll find out about that export interface from the supplier and come back.
- Hannah LowePerfect. Thank you both.
- Matteo RicciThank you. Best regards, and speak soon.
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