Quarrington Care Network / BG-Demo – Onboarding
Callcompleted
Quarrington Care Network · 9 Jun 2026 14:15
Onboarding call on 9 Jun 2026 for the Growth subscription. Trent Nakamura says CRM referral counts do not tie to his board pack figures and wants a master system per field. Danielle Okonkwo wants a small pilot group first.
What was said
What this says
As at Fri 9 Oct 2026Onboarding call on 9 Jun 2026 for the Growth subscription. Trent Nakamura says CRM referral counts do not tie to his board pack figures and wants a master system per field. Danielle Okonkwo wants a small pilot group first.
What happened: Ollie Pearson ran onboarding with Danielle Okonkwo and Trent on 9 Jun 2026. He confirmed Growth, signed on 30 Apr 2026, fifty thousand a year, and Danielle said that matched what she took to leadership.
Customer view: Trent found the referral counts in his board pack do not tie to the sample pages from kickoff. He suspects a definition gap between accepted and logged referrals and wants a rule for each field.
Commercial: Danielle wants liaisons to trust the numbers, so reconciling the CRM comes first. She wants a small pilot group, so wider seat use on the Growth subscription comes later.
Watch: Trent's IT change process could slip the CRM connector. Danielle wants a firm week for something real to show leadership, and Ollie declined to promise a date.
Themes
As at Fri 9 Oct 2026Theme
Onboarding and data trust
Importance
neutral
Sentiment
mixed
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Ollie Pearson sends the connector checklist with field scoping and sign-off.
- Danielle Okonkwo sends the pilot liaison names and roles by Friday.
- Ollie and Trent book an hour to settle the referral definition.
Risks
As at Fri 9 Oct 2026- CRM referral counts do not match Trent's reports, which could undermine liaison trust in the brain.
- Trent's IT change process for the CRM connector could delay the first real view.
- Patient identifiers must be kept out of every connector, so the field list needs Trent's sign-off before loading.
Opportunities
As at Fri 9 Oct 2026- A pilot group of liaisons across three states can widen once it stops finding surprises.
- A definitions page in the brain can give the referral team one agreed meaning of a referral.
Transcript
Ollie PearsonHello, hello. Can you both hear me all right?
Danielle OkonkwoLoud and clear, Ollie. Hi! Trent's just joining, I can see him in the lobby.
Trent NakamuraSorry, sorry. Previous meeting ran over. Can you hear me? Okay, good. Hi both.- Ollie PearsonNo problem at all. Good afternoon, Trent. Good afternoon, Danielle. We've got about forty-four minutes booked, so plenty of time, and I'll try not to use all of it.
- Danielle OkonkwoBefore we start, can I share a quick win? One of my liaisons walked into a hospital meeting on Monday and knew the whole history with that referrer. Who she'd spoken to, what had gone wrong last time. She did that from a spreadsheet and her memory. Imagine her doing it with one view. That's why we're here.
- Ollie PearsonThat's exactly the picture. Lovely to hear. And Trent, I think you had something you wanted to flag before I start talking.
- Trent NakamuraYeah, I do. Quick one. I went back through the referral counts I pulled for the board pack, and then looked at what the sample pages from the kickoff showed for the same referrers. That doesn't tie to my numbers. Not wildly off, but off. So my first question is really, which source wins?
- Ollie PearsonGood, that's the right question to ask on day one, honestly. Short answer: the brain doesn't decide, it reads. So whatever is in the source system is what you see. If your reports and the CRM disagree, we need to know why before we connect anything for real.
- Trent NakamuraRight. So I'd like to write down a rule for each field. Which system is the master for referrer name, which for referral date, which for status. Otherwise I'll be reconciling this forever.
- Danielle OkonkwoAnd I need the liaisons to trust it. If one of them sees a number that's different from what they have in their notebook, I'll hear about it in about ten minutes.
- Ollie PearsonUnderstood. Let me suggest we do that as part of the plan. I'll walk through the plan first, and then we pick it up in the connector part, because that's where the rule matters.
- Trent NakamuraWorks for me.
- Ollie PearsonSo, where we are. You signed on 30 Apr 2026, you're on Growth, fifty thousand a year, forty licensed users. The implementation is the fixed-fee piece we agreed at the start, and my job over the next few weeks is to get you from nothing connected to your liaisons asking real questions on real data. Hollie Grieve is your customer success manager, and she'll pick up with you once we're live. Jordan Pike is still your contact for anything commercial.
- Danielle OkonkwoFifty thousand, yes. That matches what I took to leadership. Good.
- Ollie PearsonGreat. Now, the shape of it is in three parts. One, connect the sources. Two, check the data against what you already trust. Three, bring people in, in waves rather than all at once. Does that feel right, or is the order wrong for you?
- Danielle OkonkwoOrder's right. But let me push on the waves. I don't want fifty liaisons in the same week. Let's start with a small group, the ones who'll give honest feedback.
- Ollie PearsonThat's what I'd recommend too. A handful of liaisons who actually cover referrers across the three states, plus Trent as admin, and then widen once the first group stops finding surprises.
- Trent NakamuraCan I ask about where this runs? I know it's in our Snowflake account, but I want to say it out loud for the record, because our compliance people will ask me. Nothing leaves our account?
- Ollie PearsonCorrect. The brain is built and run inside your own Snowflake account. You hold the keys, you hold the data. We have access only for what we need to deliver the work, and that's governed by the agreement you signed, the business associate agreement included.
- Trent NakamuraOkay. And patient-level stuff. I'd rather it never got in. Is that something we can scope at the connector level?
- Ollie PearsonYes. We choose the objects and fields per connector. My suggestion is that we start from what the referral team actually needs, referrers, organisations, contacts, calls, tickets, contracts, and leave out anything that identifies a patient. We can always add, it's harder to take back.
- Danielle OkonkwoYes. That's the line. Liaisons need to know the referrer, not the patient. I don't want patient information anywhere near a chat window, or an email, for that matter.
- Trent NakamuraBullet for my notes then: field-level scoping, no patient identifiers, I sign off the list before anything loads.
- Ollie PearsonPerfect. I'll write that into the connector checklist exactly like that.
- Ollie PearsonRight, so, connectors. In the order form there's a set we promised to get live. The first group is the one the liaisons live in day to day: your CRM, the call recorder and the helpdesk. Then the contracts folder, so that people can see each hospital's agreement next to its calls and tickets. Anything else I'd treat as phase two.
- Danielle OkonkwoCalls and tickets together are the main thing. The contract piece is nice, but if I had to pick, tickets first. A hospital that's raised three complaints is not a hospital you walk into cold.
- Trent NakamuraSure. Though the CRM is the one I'm worried about, because it's the one that doesn't match my numbers. The referral data in there was entered by a lot of different hands over the years.
- Ollie PearsonThen let's start with the CRM, and treat the mismatch as the first piece of work. We load it, you give me the report you trust, and we compare the same referrers side by side. Where they differ, we find out whether it's duplicates, timing, or a definition.
- Trent NakamuraDefinition, my bet. We count a referral when it's accepted, I think the CRM counts it when it's logged. I'll reconcile it, but I'd like you in the room when I do.
- Ollie PearsonHappily. Put an hour in the diary and I'll be there. Honestly that conversation is worth more than any amount of configuration.
- Danielle OkonkwoAnd once it's settled, write it down somewhere the liaisons can see. What counts as a referral. One sentence.
- Trent NakamuraI can do that. It can live on a page in the brain itself, actually, if that's a thing.
- Ollie PearsonIt is. Pages are one of the things you get, so a definitions page is a good first one.
- Trent NakamuraOkay. What do you need from me to start the CRM connector? Practically.
- Ollie PearsonThree things. A service user in the CRM with read-only access, scoped to the objects we agreed. A role in your Snowflake account for the brain to run under. And the name of someone in IT who can approve the connection, because I don't want you being the single person who can unblock us.
- Trent NakamuraUnderstood. I'm the admin, but a colleague in IT looks after the identity side. I'll copy them in. There's a change process, so give me a few working days.
- Ollie PearsonA few working days is fine, as long as I know when it starts. If it slips, tell me early and I'll rearrange the next step rather than sit waiting.
- Danielle OkonkwoCan I ask a possibly dumb question? When this is loaded, how fresh is it? Because liaisons will go in at seven in the morning before a hospital visit.
- Ollie PearsonNot dumb at all. There's a nightly refresh, and it's complete by seven in the morning your local time on business days. So the picture they see at seven is last night's. If someone logged a call at four in the afternoon, it's in.
- Danielle OkonkwoOkay. That works. If a liaison logs a call and doesn't see it until the next day, that's fine, as long as they know.
- Trent NakamuraWhich I'd say in the training. Just so nobody thinks it's broken.
- Ollie PearsonYes, I'll put it on the first slide. Right. People and rollout. Danielle, who are the liaisons you'd want in the first group?
- Danielle OkonkwoLet me think. I want one from each state, so Illinois, Indiana, Wisconsin. Somebody who's senior and sceptical, somebody who's newer and will ask basic questions. And one who covers physician groups rather than hospitals, because that's a different conversation.
- Ollie PearsonThat's a good spread. Can you get me the names by Friday? Just names and roles, nothing else.
- Danielle OkonkwoI need this by Friday too, so yes, I'll make it happen. I'll loop in the liaisons myself so it's not a surprise.
- Trent NakamuraOne more for the notes. I'm going to get asked who can see what. Are users all the same, or can I limit by region?
- Ollie PearsonYou can shape what each group sees. Let's decide it at the same time as the field scoping, so it's one conversation. I'd keep it simple at first. Same view for everyone in the pilot, and tighten if there's a reason.
- Trent NakamuraFine by me.
- Danielle OkonkwoLast thing from me. When do I get something I can show the leadership team? They keep asking.
- Ollie PearsonI'd rather not promise a date I can't hold. What I can say is that the first real view, with your CRM and the helpdesk loaded, is the moment to show them. It won't be polished but it will be real. Once Trent's change process is through, I'll give you a firm week.
- Danielle OkonkwoOkay. That's fair. I'd rather have a real thing a bit later than a pretty thing that's wrong.
- Ollie PearsonRight, let me play it back. I send the connector checklist with the field scoping and the sign-off. Trent starts the access request and copies his IT colleague. Danielle sends me the pilot liaisons by Friday. We book an hour with Trent on the referral definition. And Hollie will be in touch about training once there's data to train on.
- Trent NakamuraThat's everything on my side. I'll send you the report I trust so you've got it ahead of the hour.
- Danielle OkonkwoThanks both. This was useful. Talk soon.
- Ollie PearsonThanks, both. Speak soon, cheers.
- Trent NakamuraBye all.
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