Quarrington Care Network / BB-Demo – Qbr
Callcompleted
Quarrington Care Network · 2026-09-18 17:00
Quarterly review with healthy usage, one how-to ticket and on-time invoices. The COO asked about branch margin, which would need finance data connected and a scoping chat with Jordan, after privacy is consulted.
What was said
What this says
Current to 13 Oct 26Quarterly review with healthy usage, one how-to ticket and on-time invoices. The COO asked about branch margin, which would need finance data connected and a scoping chat with Jordan, after privacy is consulted.
What happened: Hollie reported active users up about two thirds on the quarter before, questions spread across many people, connectors loading and one closed how-to ticket. Trent said reporting requests to him have fallen.
Customer view: Gregory said "So we're paying for more than we use." Hollie agreed that for now it was so and did not push him towards anything.
Commercial: Gregory asked where branch margin sits. Hollie said connecting finance data is possible but needs a scoping conversation with Jordan and privacy review first.
Watch: Trent flagged that CRM field changes caused a connector problem earlier in the year. The contract runs to 29 Apr 2027.
Themes
Current to 9 Oct 26Theme
Quarterly usage and value
Importance
neutral
Sentiment
positive
Voice
decision-maker
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Hollie Grieve to look at showing received date and case created date side by side.
- Hollie Grieve to run a patient services training session once Danielle Okonkwo sends examples.
- Hollie Grieve to arrange a scoping chat with Jordan Pike on finance data, once the customer's privacy team have been asked.
Risks
Current to 9 Oct 26- Gregory noted the customer is paying for more seats than it uses, a value question at renewal.
- A CRM field change without warning could make a connector go quiet.
Opportunities
Current to 9 Oct 26- Connecting finance data to the brain would allow branch-level margin questions, subject to scoping and privacy review.
- Training for the patient services team could deepen adoption.
Transcript
Hollie Grieve NoneHi, can you hear me okay? I've got the little green bars moving on my side, so I think we're recording.
Danielle Okonkwo NoneLoud and clear, Hollie. Hi! Happy Friday.
Trent Nakamura NoneHi both. Yep, I can hear you. Greg's still in his previous meeting, he said to start without him and he'd drop in.- Hollie Grieve NoneNo problem at all. It's end of the day for you, isn't it? Sorry, it's a bit of a late slot. It's evening here, so I'm on my second tea.
- Danielle Okonkwo NoneHa, no, it's fine, we're glad to do it. Okay, so before we get into anything, I have a win from the field. One of our liaisons walked into a hospital discharge office on Wednesday and the case manager said, you already know our referral pattern, don't you? She had everything on one page. Calls, the open tickets, the contract. The case manager was a bit stunned.
- Hollie Grieve NoneThat's lovely to hear. That's exactly what we hoped the one view per referrer would do. Do you know which liaison it was?
- Danielle Okonkwo NoneOne of the newer ones, actually. Which is the point. She's been on the team a couple of months and she's walking in like she's been covering that hospital for years.
- Trent Nakamura NoneCan I jump in with the thing I found this week? It's small. Just so it's on the table.
- Hollie Grieve NoneGo for it.
- Trent Nakamura NoneSo, I was checking last month's referral counts for one of the physician groups. The brain showed a number and my own report showed a slightly different one. That doesn't tie to my numbers, and I don't like letting that slide. So I dug in.
- Hollie Grieve NoneOkay. And what did you find?
- Trent Nakamura NoneTwo things, bullet points in my head. One, my report counts a referral on the date it's received and the brain counts it on the date the case was created in the CRM. Two, there were a handful of referrals that got logged late by the branch. So it's a timing difference, not missing data. Once I lined up the dates they matched.
- Hollie Grieve NoneThat's good, and thanks for chasing it properly. Which source wins, in your view? Because that's the question I'd want settled so it doesn't come back.
- Trent Nakamura NoneRight, that's what I was going to ask you. For the leadership numbers I'd say the received date wins. The case created date is just when somebody got round to typing it in.
- Hollie Grieve NoneYeah. Well, that's something we can reflect in how the page is labelled, at the very least. Let me note that. I'd like to look at whether we can show both dates side by side, so the liaisons aren't confused either.
- Danielle Okonkwo NoneYes. Please. I don't want a liaison quoting a number to a hospital and then someone says, that's not what we sent you. What's the referral trend, by the way? I'll get to that. Sorry, Hollie, go on.
- Hollie Grieve NoneNo, that's a good place to go, because it's most of what I wanted to show you today. Let me share my screen. Can you see that okay?
- Trent Nakamura NoneYep, we've got the usage page.
- Hollie Grieve NoneGreat. So, this is the quarter in short. The headline is that active users are up by about two thirds on the quarter before. On a normal day you've got around fourteen people in there, which, against forty licensed users, is still plenty of headroom, but it's a really healthy move.
- Danielle Okonkwo NoneThat's the liaisons. We rolled it out to the second group in the summer, and I told them it was part of the Monday huddle. If you're not looking at your referrer page before the huddle, you're behind.
- Hollie Grieve NoneWell, it shows. And it's not just logins. The number of questions being asked is climbing too, and it's spread across a good number of people, not just one or two. That's the bit I always look at, because if one person is asking most of the questions, that's a risk for us both.
- Trent Nakamura NoneI'll be honest, a chunk of that earlier on was me. I'm happy it's not me now.
- Hollie Grieve NoneHa. It's much less you than it was, which I'd say is a good sign for you personally. Fewer report requests landing on your desk.
- Trent Nakamura NoneThat's the dream. Less of the one-off, can you pull me every referral from this hospital last quarter. They just ask the brain now. I'll still reconcile it, but I'm not building it.
- Danielle Okonkwo NoneWhich is the whole reason I wanted this. Fast answers for the leadership team. I need this by Friday used to mean Trent staying late on Thursday.
- Trent Nakamura NoneIt did. A lot.
- Hollie Grieve NoneLet me move on to support, because that's short. In the last thirty days you've had one ticket. Nothing high priority. That one was a how-to, I think about setting up a saved view, and it was closed inside the response time on your tier.
- Trent Nakamura NoneThat was mine. I couldn't find where to share it with a whole group. It got sorted quickly.
- Hollie Grieve NoneGood. And I looked at the connectors as well. Everything is loading and the records indexed are moving every night. The nightly refresh has completed ahead of the morning each business day, so nothing stale that I can see. Trent, is that your experience?
- Trent Nakamura NoneYes. I check first thing most mornings out of habit, and they've just run. Fewer surprises than I expected, honestly. Though I'll say the thing I'd watch is when the CRM team changes fields. That's what bit us earlier in the year.
- Hollie Grieve NoneThat's fair, and it's the most common way a connector goes quiet. If your CRM team are planning field changes, give us a heads up and we'll check the mapping before it matters. I'll put that in the notes as an action for me to make easy for you.
- Trent Nakamura NonePerfect. I'll tell the CRM admin to copy you.
Gregory Hasselbeck NoneHello, sorry, I'm here. Apologies for that. What decision is needed today?- Danielle Okonkwo NoneHi Greg. Good timing. No decision today, I don't think. It's the quarterly review, Hollie's been showing us usage. It's good news.
- Hollie Grieve NoneHi Greg, thanks for joining. Yes, no decision as such. I'd just say, quickly, so you've got the short version. Usage is up well on last quarter, there's been one small support ticket, nothing urgent, and the invoices are all paid on time. There's nothing in the account I'd call a risk.
- Gregory Hasselbeck NoneGood. Keep it simple. Thank you. What's the risk, then, if you were to name one?
- Hollie Grieve NoneHonestly, the only one I'd name is dependency on the sources. If a source system changes without warning, a connector can go quiet. We've covered that with Trent. And the other one is more of an opportunity than a risk: you've got forty licensed users and you're nowhere near using them.
- Gregory Hasselbeck NoneSo we're paying for more than we use.
- Hollie Grieve NoneFor now, yes, and I wouldn't try to push you into anything. You're on Growth at fifty thousand a year, forty users, and the contract runs to 29 Apr 2027. What I'd rather do is get you to the point where the seats are filling and the value is obvious well before we talk about renewal.
- Gregory Hasselbeck NoneI appreciate that. I don't want a vendor creating work for my team.
- Danielle Okonkwo NoneGreg, this one's not creating work. It's taking it away. Ask Trent.
- Trent Nakamura NoneIt is. I'd say the reporting requests are down by a lot. I can't give you a precise number off the top of my head, but I notice it.
- Gregory Hasselbeck NoneFine. Where does the margin piece sit? Per branch. That's what I care about at the end of the day.
- Danielle Okonkwo NoneSo, that's where I want to take it next. Right now we use the brain for referral relations and the patient services team is coming in behind. The branch margin view is a different data set, finance sits on it. I'm not going to promise that.
- Hollie Grieve NoneAnd that's a fair thing to say. What we can do is connect the finance data to the brain, because we've done it for other customers, and then branch level questions become possible. But it would be a scoping conversation with Jordan, who owns the commercial side for you. I don't want to hand-wave on what that costs or how long it takes.
- Gregory Hasselbeck NoneUnderstood. Not today. Has privacy been consulted, if finance data goes in?
- Hollie Grieve NoneIt would need to be, yes. Finance data and anything that touches patient information would have to go past your privacy and security people first, and it sits under the business associate agreement you already have. I wouldn't do anything before they were happy.
- Gregory Hasselbeck NoneGood. That's the right order. I'll leave that with Danielle and Trent to raise internally. Keep me informed, briefly.
- Danielle Okonkwo NoneWill do. And I want to flag something from the liaisons, because I never let a complaint go unanswered. Two of them told me the search is great but they'd like to see the last call notes higher up on the referrer page. They scroll past the contract section every time.
- Hollie Grieve NoneThat's a really helpful bit of feedback. The pages are configurable, so Trent, you should be able to reorder that yourself as admin. If it's awkward, I'll sit with you for ten minutes and do it together.
- Trent Nakamura NoneI'll try it first. If I get stuck I'll send you a message. I'd rather learn it than have a one-off from you.
- Hollie Grieve NoneDeal. Honestly, that's the right instinct.
- Danielle Okonkwo NoneAnd one more. Can we get the patient services team on a training session? They've got access but I don't think half of them know what to ask. Let's loop in the liaisons too, so it's not just a demo from you, it's real examples from the field.
- Hollie Grieve NoneAbsolutely. Let's do that. I'd suggest an hour, built around questions they'd actually ask on a Monday. If you send me three or four real examples, no patient details obviously, I'll build the session around those.
- Danielle Okonkwo NoneOf course, no patient information in anything I send. I'll describe them generally.
- Gregory Hasselbeck NoneI need to go to another call, I'm afraid. Thank you, Hollie. Good quarter. Keep it simple.
- Hollie Grieve NoneThanks Greg, really appreciate you joining. I'll send the notes over today.
- Danielle Okonkwo NoneThanks Greg.
- Hollie Grieve NoneRight, so to recap what I've got. One, I look at showing the received date and the case created date side by side. Two, Trent has the CRM admin copy me on field changes. Three, you reorder the call notes yourself, and shout if stuck. Four, a training session for patient services, with examples from you by early next week. Five, a scoping chat with Jordan about the finance data, but only once your privacy team have been asked. Did I miss anything?
- Trent Nakamura NoneThat's all of it. I'll reconcile the date thing on my side and send you what I found, so you can see it.
- Danielle Okonkwo NoneGood. I need the examples to you by Friday, so you've got them with time to spare. Thanks so much, Hollie. This was a good one.
- Hollie Grieve NoneThank you both. Enjoy the weekend, and speak soon. Cheers.
- Trent Nakamura NoneThanks, bye.
- Danielle Okonkwo NoneBye now. Thanks, Danielle.
Callsmade from