Ellerby Dental Group / BG-Demo – Discovery
Callcompleted
Ellerby Dental Group · 7 Feb 2025 15:45
Rebecca Oakes pulls complaints by hand from Salesforce, email and Zendesk each month. About 25 to 30 people would use the brain, four connectors. A Growth proposal was promised, with a May go-live and finance sign-off pending.
What was said
What this says
As at Fri 9 Oct 2026Rebecca Oakes pulls complaints by hand from Salesforce, email and Zendesk each month. About 25 to 30 people would use the brain, four connectors. A Growth proposal was promised, with a May go-live and finance sign-off pending.
What happened: In discovery, Rebecca Oakes described complaints logged manually across email, helpdesk tickets and phone, with no good view of volume, patterns or practice performance.
Customer view: She builds a monthly report by hand from three sources and says it takes hours and she misses things. An overnight refresh is fine and real-time is not needed.
Commercial: Priya Raman positioned Growth: 40 users, eight connectors, dashboards and quarterly QBRs. Four connectors are needed: Salesforce, Outlook, Zendesk and Slack.
Watch: Pricing was not stated on the call. Rebecca must take it to her finance director, and May was named as the target.
Themes
As at Fri 9 Oct 2026Theme
Complaint visibility across practices
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- Priya Raman to send the full proposal with pricing, timelines and healthcare case studies by end of that week.
- Priya Raman to offer a call with Ellerby's finance team to answer pricing questions.
Risks
As at Fri 9 Oct 2026- Finance director sign-off is still needed and pricing was not discussed on the call.
- The decision timing depends on her budget planning, so go-live in May may slip.
Opportunities
As at Fri 9 Oct 2026- Growth tier fits 25 to 30 users and four connectors, with headroom up to eight connectors.
- Dashboards would let her surface complaint patterns to the board without spreadsheets.
Transcript
Priya RamanRebecca, hi, Priya from BG-Demo. Thanks so much for the time. How's Friday looking for you?
Rebecca OakesGood, thanks. I've got about forty minutes if that works.- Priya RamanPerfect. So I looked at your website, about forty-five practices across the East Midlands. I want to understand your pain points with managing feedback and complaints across the group.
- Rebecca OakesYeah, so we take complaints very seriously, it's part of quality and patient safety. Right now, when a complaint comes in through email, a help desk ticket, or phone, we're logging it manually and coordinating with the practice. It's fragmented. We don't have a great view of volume, patterns, or which practices are handling things well.
- Priya RamanSo visibility is a big one. Are you on any CRM or practice management system?
- Rebecca OakesWe use Salesforce to track patient interactions and complaints, and we've got email inboxes for feedback. There's also support tickets when patients ring in or use our online form.
- Priya RamanSo Salesforce, email, support tickets, that's the trinity for you. The problem is they don't talk to each other, yeah?
- Rebecca OakesExactly. I'm manually pulling from all three to create a monthly report. It's hours of work and inevitably I miss things.
- Priya RamanRight, here's what we do. The brain is an AI layer over all your data, Salesforce, email, support tickets, and you ask it questions in plain English. Instead of manually pulling reports, you'd ask the brain 'show me all patient complaints this month about wait times or cleanliness, grouped by practice' and get the answer in seconds.
- Rebecca OakesThat would be incredible. So it's like smart search across everything?
- Priya RamanSmart search plus chat. You can ask follow-ups. 'Of those complaints, which ones are unresolved?' 'Which practices have the highest volume?' The brain keeps the context and answers without you starting over each time.
- Rebecca OakesThat's great. How many of us would need access?
- Priya RamanHow many people in your practice operations team would use this regularly?
- Rebecca OakesMaybe ten of us day to day, but we've got some practice managers and clinical leads who'd want to dip in occasionally. Maybe twenty-five to thirty people total.
- Priya RamanThat's a Growth conversation. Growth sits you at forty users, eight connectors, and you get dashboards, build reports without code. You'd also get quarterly business reviews with our team.
- Rebecca OakesDashboards, so we could surface patterns to the board without me spending all day in spreadsheets?
- Priya RamanCompletely. You drag, drop, pick your data, and it updates every time we refresh. You get live visibility into complaint volume by practice, patterns, unresolved issues, all automatically.
- Rebecca OakesWhen do you refresh the data?
- Priya RamanEvery night, ready by seven a.m. So anything logged by end of day is in the brain the next morning.
- Rebecca OakesThat's fine for us, we don't need real-time. Overnight refresh is perfect. What connectors can you link to?
- Priya RamanSalesforce, Zendesk or other help desk systems, email, Slack, Microsoft 365, basically whatever enterprise system you're using. What's your stack?
- Rebecca OakesSalesforce for sure. For email we're on Outlook, Microsoft 365. For support tickets we use Zendesk. And we have Slack for internal chat.
- Priya RamanAll connectable. Salesforce, Outlook, Zendesk, Slack, you're at four. Growth gives you eight, so you've got room to add more if you want to pull in finance data or anything else down the line.
- Rebecca OakesOkay. And what's the investment? I need to take this to my finance director.
- Priya RamanI'll send you a full proposal with all the pricing, timelines, and case studies from other healthcare groups. If we can get moving, you'd be live in May, which is a nice date to hit your reset in terms of processes and systems.
- Rebecca OakesMay works for us. That gives us time to do budget planning and get sign-off. Let me take this to the finance team and I'll get back to you.
- Priya RamanPerfect. I'll get that proposal over by end of this week. Happy to jump on a call with your finance team if they have any questions.
- Rebecca OakesGreat. I'll be in touch.
- Priya RamanCheers, Rebecca.
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