Quarrington Care Network / BG-Demo – Check In
Callcompleted
Quarrington Care Network · 13 Aug 2026 16:30
Positive check-in with usage rising to about eleven active people, a liaison success story and no tickets. Danielle wants a referrer dashboard, more logins and possibly more than forty users. She needs finance on board at renewal.
What was said
What this says
As at Fri 9 Oct 2026Positive check-in with usage rising to about eleven active people, a liaison success story and no tickets. Danielle wants a referrer dashboard, more logins and possibly more than forty users. She needs finance on board at renewal.
What happened: Hollie Grieve showed usage at about eleven active people, roughly three times the previous quarter, against forty licensed users. Danielle Okonkwo said a liaison walked into a physician meeting fully briefed from the referrer page and chat.
Customer view: Danielle is happy but does not commit budget alone and wants a short value summary she can show finance. She rebuilds a referrer view by hand each month and had not used the dashboards builder.
Commercial: The order form, invoices and call all show Growth at £50k a year, with renewal on 30 Apr 2027. Headcount above forty would be a conversation about adding users in blocks of ten.
Watch: A referral intake connector idea carries patient information and needs compliance involvement. Rollout is mostly Illinois, with Wisconsin barely started.
Themes
As at Fri 9 Oct 2026Theme
Adoption growth and dashboards
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- Hollie Grieve sends the one-page example questions sheet to Danielle Okonkwo by Friday and sets up logins for two more liaisons.
- Hollie Grieve builds the referrer dashboard with Danielle, then leads the short liaison training session.
- Danielle Okonkwo finds out who owns the referral intake data and counts her liaisons and coordinators, and Hollie checks on the weekly email digest.
Risks
As at Fri 9 Oct 2026- Danielle Okonkwo does not commit budget alone, so renewal on 30 Apr 2027 depends on finance seeing a clear value case.
- Adoption is concentrated in Illinois, with Wisconsin barely started and some long-serving liaisons wary of the system.
Opportunities
As at Fri 9 Oct 2026- Headcount above forty licensed users would open a conversation about adding users in blocks of ten.
- Building the referrer dashboard on the Growth tier's dashboards builder and bringing leadership to the next quarterly review would strengthen the renewal case.
Transcript
Hollie GrieveHello Danielle, good afternoon. Can you hear me all right?
Danielle OkonkwoHi Hollie! Yes, loud and clear. Can you hear me? I've got a new headset and I'm not sure it likes me.- Hollie GrieveYou sound great. Very crisp. Better than last time, if I'm honest.
- Danielle OkonkwoHa. Good. Okay, so before we start, I have to tell you about something that happened this week. One of my liaisons walked into a meeting with a referring physician group on Tuesday, and she already knew the whole history. The calls, the open tickets, the contract renewal coming up on their side. Everything. She said the physician's face just changed. He said, you actually know us.
- Hollie GrieveOh, that's lovely. That's exactly what it's meant to do, isn't it? Was that from the single view per referrer, the page she pulled up?
- Danielle OkonkwoYes. The page, and then she asked the chat a couple of follow-ups in the car park before she went in. Two minutes, tops. Before this she'd have been digging through three systems and still missed half of it.
- Hollie GrieveMm. That's a really good one to start on. I'll steal that for our internal notes, if that's okay. No names, obviously.
- Danielle OkonkwoSure, sure. No names. And nothing about the patients, never, that stays where it belongs.
- Hollie GrieveUnderstood, and it's all sitting inside your own Snowflake account under the agreement we signed, so that part hasn't changed. Right, so what I wanted to do today is a proper check-in. A look at how things are going since you went live back in April, how the team are using it, and anything you'd like different. Does that work for you?
- Danielle OkonkwoThat works. I've got about half an hour, a bit more if we need it. Go.
- Hollie GrieveBrilliant. Let me share my screen. Bear with me, it's being slow. Right, can you see the usage page?
- Danielle OkonkwoI see it. Lines going up. I like lines going up.
- Hollie GrieveThey're going up quite nicely. So the headline is that your average number of active people over the last thirty days is about eleven, and that's roughly three times where it was the quarter before. So that's a big jump. Which, honestly, is what you want to see after the first few months.
- Danielle OkonkwoEleven. Okay. Out of forty seats.
- Hollie GrieveOut of forty licensed users, yes. So there's quite a lot of headroom. I'm not saying that to push anything, by the way. It's just useful for you to know where you are.
- Danielle OkonkwoNo, no, I want to know. Honestly I thought it'd be more than eleven. I have, what, I have a lot of liaisons. Across three states. Not all of them are on it yet, I know that.
- Hollie GrieveThat's the bit I was going to ask. Who's in at the moment? Is it mostly the Illinois team?
- Danielle OkonkwoMostly Illinois, yeah. We started there because that's where my strongest liaisons are, and they're the ones who shout loudest when something's broken. Indiana, a few. Wisconsin, hardly anybody. And that's on me. I said I'd do a proper rollout and then the quarter got busy.
- Hollie GrieveNo, that's completely normal. Most people ramp in waves. The usual pattern is a small group that really gets it, and then the others see what they're doing and ask for access. Sounds like that's what's happening with your Tuesday story.
- Danielle OkonkwoRight. Exactly. She told two other liaisons by Wednesday morning. They've already asked me for logins.
- Hollie GrieveThere you go. Well, we've got plenty of seats, so I can help you get those set up straight away. You don't need to wait for anything.
- Danielle OkonkwoGood. Okay. Let's loop in the liaisons. Is there a quick way to do that? Because I don't want to run a two hour training. They'll hate me.
- Hollie GrieveNo, no. Short is better. What I'd suggest is a thirty minute session per state, or even one session for all of them if the diaries allow. We walk through the referrer page, the chat, and how to ask a good question. Honestly, the questions are where people get stuck. They ask something too vague and then think it doesn't work.
- Danielle OkonkwoYes. That's exactly what I've seen. One of them asked it something like, how's the referrer doing, and got a wishy-washy answer. And she said, this is rubbish.
- Hollie GrieveRight, and the fix is usually tiny. Ask what has changed for that referrer in the last month, or which referrers have gone quiet. Specific, with a time frame. I can put together a one-page sheet of examples, written for liaisons, not for data people.
- Danielle OkonkwoYes please. I need this by Friday, if you can. I'd like to send it out before the weekend so they've got it for Monday.
- Hollie GrieveFriday's fine. I'll do it today and tomorrow. Okay, so let me write that down. One page of example questions for the liaisons, to you by Friday.
- Danielle OkonkwoGreat.
- Hollie GrieveSorry, I was typing. Okay. Let me go back to the screen. The other thing I wanted to show you is the questions chart, because I think it's the best single measure of whether this is actually earning its place. Here, this is questions asked per week.
- Danielle OkonkwoOh, that's a hockey stick. Okay.
- Hollie GrieveIt is a bit of a hockey stick. And what I like is that it's not just one person. Do you want me to tell you the spread, or would that feel like I'm reading out your team's homework?
- Danielle OkonkwoTell me. I'm the boss. I'm allowed.
- Hollie GrieveHa. Fair enough. So it's spread across a handful of people. Nobody's got a dominant share. Which is good, because when one person asks most of the questions, and then that person leaves or goes on holiday for three weeks, everything falls off a cliff. You're not in that position.
- Danielle OkonkwoOh, I hadn't thought about that. Good. Although I'd say I'm one of the heavier ones. Am I near the top?
- Hollie GrieveYou're up there, yes. But not by a mile. And you'd expect that, you're the one who has to answer the leadership team when they ask what the referral trend is.
- Danielle OkonkwoRight, right. What's the referral trend? That's my whole life. Every Monday somebody asks me that.
- Hollie GrieveAnd can you get that out of the brain quickly now, or is it still a bit of a faff?
- Danielle OkonkwoMostly quick. I'll tell you what I do. I ask it by branch group, then by referrer type, hospital versus physician group. I paste the answer into my notes. It's not perfect, there's one view I always have to rebuild by hand in a spreadsheet, and I hate it.
- Hollie GrieveOkay, now that's interesting. What's the view? What are you rebuilding?
- Danielle OkonkwoIt's the one where I want every referrer in a row, with how many calls we've had, how many open service issues, and where the contract stands. Side by side. So I can see who we're neglecting. I get it from the chat in pieces and then I stitch it together.
- Hollie GrieveRight. So that's a dashboard, really. And you're on Growth, so you've got the dashboards builder included. Have you tried it yet?
- Danielle OkonkwoI opened it once. It looked like a lot. I closed it.
- Hollie GrieveHa, that's what everyone does, honestly. Okay. Can I show you? It's actually not as bad as it looks. Give me a second. Let me open it up on a test one so we're not touching anything live.
- Danielle OkonkwoGo on then.
- Hollie GrieveOkay. So, you start by picking what each row is. In your case, a referring organisation. Then you add columns. Here I'm adding number of calls in the last quarter. Now open service issues. Now contract status. Mm, there. That's your view.
- Danielle OkonkwoWait. That's it? That's the thing I spend an hour on every month?
- Hollie GrieveThat's it. And then you can sort it by whichever column. So if you sort by calls, ascending, the referrers you've heard least from float to the top.
- Danielle OkonkwoOh, I love that. Those are the ones my liaisons need to go see. That's the whole job. Okay, I want that. Can you build it with me? Not now, I mean, this week.
- Hollie GrieveAbsolutely. Let's do thirty minutes together, you and me, and we build the real one on your data. Then your liaisons can all see it. I'll send you a couple of times for tomorrow or the day after.
- Danielle OkonkwoPerfect. Do it. Thanks.
- Hollie GrieveLovely. Let me note that down. Right. So that's the dashboard build, plus the one-pager. Now, a few other things on my list, and none of them are alarming, I promise. First, support. You haven't raised any tickets in the last thirty days. None at all.
- Danielle OkonkwoNone? Huh. Is that good or bad?
- Hollie GrieveThat's the right question. Honestly, it depends. With a small group of users and nobody using it, no tickets would be a worry, because it might mean silence before something goes wrong. But with usage going up the way yours is, I read it as things are working. Nothing broken, nothing stale. Would you agree? Or have people been moaning to you and not telling us?
- Danielle OkonkwoNo. I'd know. Believe me, I'd know. Nobody's been shy. If a liaison has a complaint I hear about it within an hour, and I don't let it sit. Nope. It's been quiet. Good quiet.
- Hollie GrieveGreat. And the nightly refresh. Are people seeing fresh numbers when they come in first thing?
- Danielle OkonkwoAs far as I can tell. The Illinois guys are in early, like seven, and they haven't said anything about old data. If they did, I'd be on the phone to you.
- Hollie GrieveI'd hope so. Okay. And the finance side, since I'm ticking boxes. Invoices are all paid, nothing overdue. So thank you for that, from our finance team.
- Danielle OkonkwoHa. Tell them they're welcome.
- Hollie GrieveI will. And just so we're both looking at the same thing, you're at fifty thousand a year, £50,000, on Growth with the forty users. That matches the order form and it matches what's been invoiced. Nothing odd there.
- Danielle OkonkwoRight. Yes, that's what I remember. Okay.
- Hollie GrieveAnd the contract runs until 29 Apr 2027, with the renewal on 30 Apr 2027. So there's plenty of time. I'm not here to start a renewal conversation today, I'd just like to flag it so it's not a surprise. Closer to the time, I'll come back to you in good time, and we'll look at what's been achieved and whether the shape is right.
- Danielle OkonkwoOkay. Good. Now I'll say this plainly. I'm happy. I'm really happy. But I don't commit budget on my own. When it comes time to renew, I'd need to loop in finance, and I'd want to show them the numbers. The questions, the usage. Something they can read in two minutes.
- Hollie GrieveOf course. That's what I'd build for you. A short value summary, in plain language, before you ever need to have that conversation. And honestly, the more your liaisons use it between now and then, the easier that summary is to write.
- Danielle OkonkwoRight. So I should get the other liaisons on, is what you're telling me.
- Hollie GrieveHa, I wasn't going to say it that bluntly. But yes. It helps you, and it helps the case.
- Danielle OkonkwoFine. Fair. Okay, what else have you got?
- Hollie GrieveLet me think. Connectors. You've got the core ones in, the CRM, the call recorder, the helpdesk. Are there any other sources you'd like in? Because the plan has room, and it might make the referrer view richer.
- Danielle OkonkwoHm. What do I wish I had? I wish I had the, what do we call it, the referral intake data. The thing the intake team uses when a new referral comes in. Right now I can see the history but not the very latest, the ones that arrived this morning.
- Hollie GrieveOkay. Is that in a system we already know about, or is it something separate?
- Danielle OkonkwoSeparate, I think. It's something our patient services team look after. I'd have to ask them. And I'll say now, I have to be careful. That one has patient information in it, so it's not something I'd just say yes to.
- Hollie GrieveYes, that makes sense. And that's exactly the sort of thing we'd treat carefully, under the business associate agreement and with your compliance people involved. I wouldn't want to promise anything about it on a call. But it's worth you asking the team what it is and who owns it, and then we can look at whether it's even sensible to bring in.
- Danielle OkonkwoRight. I'll ask. I'll find out who owns it and come back to you.
- Hollie GrievePerfect. No rush. Right, it's a good thing to know now, because if there's a decent chance of it you'd want to plan around the connector count rather than bump into it. You're nowhere near the limit at the moment.
- Danielle OkonkwoGood to know. Okay.
- Hollie GrieveOkay, a bit more on the training idea. How do you want to run it? Do you want me on the call with the liaisons, or would you rather lead it and have me on hand for questions?
- Danielle OkonkwoOh, you lead. They like new faces. And if I do it, they'll just chat among themselves. I'll sit in, though, so I can say, yes, that's what I meant.
- Hollie GrieveHa, fine. That's a deal. I'll lead, you sit in and heckle. Do you want it before or after the dashboard build? I think after is better, because then I can show them the real view.
- Danielle OkonkwoAfter. Yes. Good thinking. So build the dashboard first, then the session, early next week maybe? Before the end of the month, anyway. I don't want it to drift.
- Hollie GrieveEarly next week, then. I'll send times for both. One thing I want to check, are there any liaisons who'd be a bit nervous about it? Sometimes there's one or two who aren't keen on anything new.
- Danielle OkonkwoOh, there's always one. A couple. Long-serving people, they know every referrer by first name, they think the system is going to replace them. I tell them, no, it's going to make you look smarter, and you still have to go in and shake the hand.
- Hollie GrieveThat's exactly the right line. And the Tuesday story helps too. It's a person with a good relationship being better prepared, not a machine doing her job.
- Danielle OkonkwoYes. I'll use that. I'll use that story.
- Hollie GrieveDo. Now, the other thing is the quarterly review. Because you're on Growth, there's a quarterly business review as part of it, and I'd like us to do the next one properly. Bring the leadership team if you want to. Maybe make it the place where we show the numbers you'd need later on.
- Danielle OkonkwoMm. That's smart. Get them in the room early, not at the last minute. Yes. Okay. I'd bring a couple of people. Not everyone.
- Hollie GrieveA couple is perfect. I'll find a slot next quarter and send an invite. Let me know who you'd like on it.
- Danielle OkonkwoWill do.
- Danielle OkonkwoCan I ask you something a bit different? Is that okay? It's not about the product exactly.
- Hollie GrieveOf course. Fire away.
- Danielle OkonkwoOther customers like us. Is anyone doing something with this that I'm not? Because I feel like I'm using about a third of what it can do. I don't want to find out in a year that everyone else figured out the clever thing.
- Hollie GrieveI'm not going to name anyone, obviously. But in general terms, the teams who get the most out of it do three things. They build a handful of dashboards that leadership actually looks at, they get the whole front line using the chat rather than just a few, and they use it to prepare, before meetings, not after. And you're already doing the third one, really.
- Danielle OkonkwoOkay. So dashboards and everybody on it. That's my homework.
- Hollie GrieveThat's your homework. And I'll help with both. It's not a lot.
- Danielle OkonkwoRight. And one more. If I did get all the liaisons on, would forty be enough? I'm trying to work out numbers in my head. I have, I think, more than forty liaisons and coordinators if I count everyone in all three states.
- Hollie GrieveGood question. Honestly I don't know your exact headcount, so I'd want you to count properly rather than guess. If you do get above forty, that's absolutely not a problem. It's a conversation we can have about adding users in blocks of ten, and we'd look at it sensibly. But for now you're at about eleven active, so I wouldn't worry yet.
- Danielle OkonkwoRight, right. Not yet. But I'll count them up and tell you. Don't let me forget.
- Hollie GrieveI won't. I'll put it in the follow-up.
- Danielle OkonkwoOh, one thing, sorry, before I forget. Last month somebody on my team asked about getting a summary by email each week. Like a digest. Is that a thing?
- Hollie GrieveHm. Let me be honest, I don't want to say yes and then be wrong. I know there are scheduled views you can set up from the dashboards. Whether it does exactly the email digest you're picturing, I'd rather check with our product team and come back to you properly.
- Danielle OkonkwoFair enough. Honest is better. Check and tell me.
- Hollie GrieveWill do. Added to my list. Okay, so let me read back the actions, and you tell me if I've missed anything.
- Danielle OkonkwoGo.
- Hollie GrieveOne. A one-page sheet of example questions for the liaisons, to you by Friday. Two. A thirty minute session with you to build the referrer dashboard on your real data, I'll send times for tomorrow or the day after. Three. A short training session for the liaisons, early next week, after the dashboard is built. Four. I'll check on the weekly email digest and come back to you. Five. You'll find out who owns the referral intake data and let me know, and you'll count your total liaisons and coordinators so we know whether forty is enough. And six, I'll put the next quarterly review in the diary for next quarter.
- Danielle OkonkwoThat's it. That's everything. You're good. Oh, and set up logins for those two liaisons who asked. I'll send you their names by email. No patient information, obviously, just names.
- Hollie GrievePerfect. Seven. Logins for two more liaisons. Easy.
- Danielle OkonkwoGreat. Honestly, Hollie, this has been a really good one. I came in thinking it'd be a status update, and I'm leaving with a to-do list. In a good way.
- Hollie GrieveHa, that's the best kind of check-in. And thank you, truly. It makes it a lot easier on my side when someone's actually using it and telling me what's missing.
- Danielle OkonkwoI will always tell you what's missing. Ask my team.
- Hollie GrieveI believe you. Anything else before we go? Anything you're worried about that I haven't asked?
- Danielle OkonkwoNo. No, I don't think so. Only that I want it to keep being this good. If something goes wrong with the data, I'll be loud.
- Hollie GrievePlease be. That's the deal. And if you ever feel a ticket's not getting looked at fast enough, tell me directly and I'll chase it.
- Danielle OkonkwoGood. Okay. I'll let you go. Are you somewhere nice this weekend?
- Hollie GrieveJust up to see family. Nothing exciting, but it'll be nice to get out of the city. You?
- Danielle OkonkwoKids' soccer, all day Saturday. Standing in a field in the cold with a coffee. Living the dream.
- Hollie GrieveHa, sounds lovely, actually. Well, enjoy it. I'll get that sheet over to you by Friday, and the times for the dashboard session before then.
- Danielle OkonkwoPerfect. Thanks, Hollie. Speak soon.
- Hollie GrieveSpeak soon, Danielle. Take care. Bye now.
- Danielle OkonkwoBye!
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