Quarrington Care Network / BB-Demo – Check In
Callcompleted
Quarrington Care Network · 2026-07-13 16:15
Check-in on 13 Jul 2026. Active users are nearly ten against forty licensed, and leadership has barely touched the brain. Hollie Grieve showed the dashboards builder, and Danielle Okonkwo wants a value case for finance before renewal.
What was said
What this says
Current to 13 Oct 26Check-in on 13 Jul 2026. Active users are nearly ten against forty licensed, and leadership has barely touched the brain. Hollie Grieve showed the dashboards builder, and Danielle Okonkwo wants a value case for finance before renewal.
What happened: Hollie Grieve reviewed usage and showed the dashboards builder on the customer's own data. Danielle Okonkwo opened with another field win from a liaison who asked the brain before a discharge meeting.
Customer view: Active users are nearly ten against forty licensed, and leadership has barely touched it. Danielle wants leadership in before the end of the month and a first dashboard by Friday.
Commercial: Hollie said the forty seats are already covered by the fifty thousand a year, so there is no new number. The first term runs to 29 Apr 2027, and Danielle wants to show finance what the brain delivered first.
Watch: Questions come from a small group, so a few absences would dent usage. Branch scheduling data is a possible extra connector, but operations owns it.
Themes
Current to 9 Oct 26Theme
Usage, dashboards, renewal value
Importance
renewal
Sentiment
positive
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Hollie Grieve sends the dashboard link the day after the call and the usage summary with the top users.
- Hollie Grieve offers slots for the leadership walkthrough and the liaison refresher.
- Hollie Grieve asks the solutions team what the branch scheduling source would need.
Risks
Current to 9 Oct 26- Active users are nearly ten against forty licensed, which makes the value case for finance harder.
- Questions come from a small group, so a few absences would cut usage sharply.
- Danielle cannot commit budget without finance sign-off and wants proof of value before renewal talks.
Opportunities
Current to 9 Oct 26- The Growth dashboards builder can bring leadership onto the unused seats with no change in price.
- A branch scheduling connector would use more of the eight connectors Growth allows.
- A quarterly review after the leadership session can set out the value case ahead of the Apr 2027 renewal.
Transcript
Hollie Grieve NoneHi Danielle, can you hear me okay? I think I'm coming through a bit quiet on my side.
Danielle Okonkwo NoneLoud and clear. Hi Hollie. Sorry, give me one second, I'm closing about nine tabs. Okay. Done. Hi.- Hollie Grieve NoneNo problem at all. How's your week been? It's Monday, so I'm guessing it's already full.
- Danielle Okonkwo NoneOh, it's been a day. But I'll start with a good one, because I've got a win from the field. One of my liaisons walked into a hospital discharge meeting last week and she already knew the referrer's history with us. The calls, the open issues, the contract renewal. The physician group lead actually said, how do you know all that? She told me she just asked the brain before she went in.
- Hollie Grieve NoneThat's exactly what we hoped would happen. That's lovely to hear. Did she say what she asked it, or was it more of a general, tell me about this referrer?
- Danielle Okonkwo NoneMore general at first. Then she got specific. She asked what had gone wrong with their last two referrals and whether anything was still open with our patient services team. Short sentences, short answers, and she had it in about a minute. Before this she would have been pinging three people.
- Hollie Grieve NoneRight. Which is the whole point, really. One view per referrer. Okay, so I thought we'd use today to look at how the first couple of months have gone, where the usage has landed, and what you'd like the next quarter to look like. Does that work?
- Danielle Okonkwo NoneThat works. I need to be out by quarter to, so I'm glad it's a check in and not a full review.
- Hollie Grieve NoneUnderstood. I'll keep it tight. Let me share my screen. Can you see the usage page?
- Danielle Okonkwo NoneYep. I see a lot of green. Is green good?
- Hollie Grieve NoneGreen is good. So, you went live at the end of April, and you're on Growth with forty licensed users. When we looked at the first few weeks, there were only a handful of people really active. If I look at the last thirty days now, the average is up at nearly ten people active, which is a big jump on where you started.
- Danielle Okonkwo NoneNearly ten. Okay. That sounds low when you say it against forty, though.
- Hollie Grieve NoneIt does sound low against forty, and I'll be honest, that's the number I'd like us to talk about. But the trajectory is what I'd look at first. You've gone from almost nobody to a real core group in a quarter. Most teams don't spread across everyone at once. They get a few people hooked and then it travels.
- Danielle Okonkwo NoneMm. Yeah, that tracks. It's my liaisons, mostly, and a couple of people on the patient services side. The leadership team has barely touched it.
- Hollie Grieve NoneThat's what I'm seeing too. Questions are coming from a fairly small group. Which is fine, but it does mean if one or two of those people were out for a few weeks, the numbers would dip quite a lot.
- Danielle Okonkwo NoneSo what's the referral trend on your side? I mean, which of my people are asking the most? Is it the same two?
- Hollie Grieve NoneIt's a few more than two, which is good. I can see the top group without naming individuals on the call, and I'll put it in the summary I send you afterwards. The pattern is liaisons asking before visits, and then patient services asking after something goes wrong. Those are two quite different uses.
- Danielle Okonkwo NoneRight. Right. That second one I like. Patient services was sceptical at the start. They thought it was one more place to log in.
- Hollie Grieve NoneAnd now?
- Danielle Okonkwo NoneNow they're asking me when they can get the tickets view properly connected for every branch. Which is the best sign, honestly. When someone is annoyed that something isn't in there yet, they're using it.
- Hollie Grieve NoneI'll take that as a compliment. So on connectors, you have the helpdesk, the CRM and the call recorder live, and the shared drive for contracts. You've got room for more on Growth, up to eight in total. Is there a system you wish was in there?
- Danielle Okonkwo NoneThe branch scheduling data. That's the one my liaisons keep asking for. But I can't promise anything on it, because it's owned by operations and they're a whole other conversation.
- Hollie Grieve NoneThat's fine. We don't need to decide anything today. If you want, I can have our solutions side look at what the source would need, so you've got a clear picture before you go to them. No commitment.
- Danielle Okonkwo NoneYes. Please do that. Because if I walk in and say, here's exactly what's involved, they can't wave it away.
- Hollie Grieve NoneGood. I'll note it. Now, the one thing I want to flag, and it's small, is the ticket from last month. There was one priority ticket from your team. I wanted to check it actually landed the way you wanted.
- Danielle Okonkwo NoneOh, the one from my liaison who couldn't see an update. Yes, that got fixed. It was quick. I think she was a bit surprised how quick, to be honest. She'd been bracing for a week of back and forth.
- Hollie Grieve NoneGood, I'm glad. It was the only ticket in the month, so I'd rather hear straight from you if it felt slow, or if people are not raising things because they think it's not worth it.
- Danielle Okonkwo NoneNo, I never let a complaint sit. If one of my people has a problem, I hear about it in about ten minutes. Trust me. They'd have told me.
- Hollie Grieve NoneI believe you. Okay. Let me show you something else, because I think it's where the gap against forty seats might close. Can I show you the dashboards builder? It's part of Growth and I don't think anyone on your side has built one yet.
- Danielle Okonkwo NoneI don't think so. Is that the thing where I can see the referral numbers by hospital?
- Hollie Grieve NonePretty much. Let me do it live, with your own data. I'll pick the referring hospitals and put calls, tickets and contract status in one place. Give me a second while it loads.
- Danielle Okonkwo NoneTake your time. I'm in no hurry. Well, I am, but you know.
- Hollie Grieve NoneOkay, so here's the list of referring organisations. Each one has a row. Calls in the last quarter, open tickets, and the contract end date. And if I click into one, it opens the page the liaisons already know. So it's the same thing, just seen across all of them at once.
- Danielle Okonkwo NoneOh. Oh, that's what I need. That's what I need for the leadership meeting. They always ask what's the referral trend and I'm always, hold on, let me go and pull it.
- Hollie Grieve NoneSo this could replace the pull. You'd build it once and then anyone with a seat can open it. The leadership team would need seats, mind. Which is where some of that unused headroom comes in.
- Danielle Okonkwo NoneRight, so we've got the seats. We're not paying for more, we're just not using them.
- Hollie Grieve NoneExactly. Forty seats are in the contract already. You're on the fifty thousand a year, and that covers all forty. So bringing leadership in doesn't change the price.
- Danielle Okonkwo NoneThat's good to know. Because I'll be honest, I can't commit anything on budget without finance signing off, and I would rather not go back to them with a new number if I don't have to.
- Hollie Grieve NoneUnderstood, and there's no new number. It's the same subscription, just more of it used. I'd rather you got value from what you've got before anyone talks about anything else.
- Danielle Okonkwo NoneI like that. Okay. So what do I do? Practically. I'd like the leadership team in there before the end of the month.
- Hollie Grieve NonePractically, I'd suggest three things. One, we build this dashboard properly, with you, in a short working session. Two, we run a half hour walkthrough for the leadership team so they know what to ask it. Three, a refresher for the liaisons on the newer features, because they've been using the basics and I think they'd get more from it.
- Danielle Okonkwo NoneLet's loop in the liaisons for the third one. I want a couple of them on that call, not just me talking about what they need. They'll tell you straight.
- Hollie Grieve NoneI'd love that. Do you want to pick them, or would you like me to suggest from the usage?
- Danielle Okonkwo NoneI'll pick. I know who'll be honest and who'll just be polite. Send me the list of who's using it most and I'll cross it with who I want.
- Hollie Grieve NoneWill do. I'll include that in the summary. Is there anything else you've noticed that's frustrating, even small things? The sort of thing you wouldn't raise as a ticket but that annoys someone?
- Danielle Okonkwo NoneHmm. Small things. One of my liaisons said the search sometimes gives her too many results for a hospital with a long name. She wants to narrow it by state. I said I'd mention it.
- Hollie Grieve NoneThat's useful. You can filter by a lot of things already, but it's not obvious, so that's probably a training point more than a fault. I'll put it on the agenda for the refresher, and if it turns out it isn't possible I'll tell you.
- Danielle Okonkwo NoneGood. And she'll be pleased someone listened.
- Hollie Grieve NoneOkay. On the contract side, I'll keep this brief, because it's early. You went live on 30 Apr 2026, you're in the first term, and the term runs to 29 Apr 2027, so renewal is next spring. There's nothing for you to do about that now. I'd just rather mention it than have it come out of nowhere in January.
- Danielle Okonkwo NoneRight. That's, what, nine or ten months out. I appreciate the heads up. But yes, I'd rather talk about it when I can show finance what we got out of it.
- Hollie Grieve NoneThat's the right way round, I think. Which is partly why the dashboard matters. If you can put a leadership view in front of them that shows referrals by hospital and what was resolved, that's your case, in one page.
- Danielle Okonkwo NoneI need this by Friday, the dashboard, at least the first version. Is that unreasonable?
- Hollie Grieve NoneNot unreasonable. We've just done most of it on screen. What I'd do is save what I've built here, tidy it, and send you a link tomorrow so you can click around and tell me what's missing. Then we use the working session to fix the gaps, not to start from nothing.
- Danielle Okonkwo NonePerfect. That's what I wanted. Okay, and the leadership walkthrough, can you do it next week?
- Hollie Grieve NoneI think so. Give me today to check diaries on our side and I'll offer you a couple of slots. Who should I be inviting? Just you and your direct reports, or wider?
- Danielle Okonkwo NoneMe, my two directors, and someone from patient services. And I'd like finance to see it too, but let me think about that. I don't want to overwhelm them in the first session.
- Hollie Grieve NoneSensible. Start with the group who'll use it, and bring finance in once there's something to show them. One more thing, and then I'll let you go. We have a quarterly review built into Growth, and I'd like to line one up a few weeks from now so we've got a proper look at value.
- Danielle Okonkwo NoneFine by me. As long as it's after the leadership session, so I've got something to say in it.
- Hollie Grieve NoneThat's the plan. Okay, let me read back what I've got. I'll send the dashboard link tomorrow. I'll send you the usage summary with the list of who's using it most. I'll ask our solutions people about the branch scheduling source. And I'll offer slots for the leadership walkthrough and the liaison refresher. Anything I've missed?
- Danielle Okonkwo NoneNo, that's it. Oh, actually, one thing. Can the summary be something I can forward without any detail in it that I'd have to worry about? You know what I mean. Nothing sensitive.
- Hollie Grieve NoneOf course. It'll be usage counts and general themes, nothing that identifies a patient or a referral. And I'll keep any real detail inside the product, where it belongs.
- Danielle Okonkwo NoneGreat. Thanks, Hollie. This was a good one. I came in thinking I'd have to defend the number against forty and I'm going out with a plan.
- Hollie Grieve NoneThat's what I like to hear. Speak soon, Danielle. Thanks for the win from the field, too. Pass my thanks on to your liaison.
- Danielle Okonkwo NoneI will. Take care. Bye.
- Hollie Grieve NoneBye now.
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