Willet Creek Senior Living / BB-Demo – Discovery
Callcompleted
Willet Creek Senior Living · 2026-07-08 14:15
Willet Creek's VP Family Relations and Sales described enquiries, complaints and contracts scattered across systems. The COO's gates are privacy and security approval, no new work for communities and a clear price. No decision was asked for.
What was said
What this says
Current to 13 Oct 26Willet Creek's VP Family Relations and Sales described enquiries, complaints and contracts scattered across systems. The COO's gates are privacy and security approval, no new work for communities and a clear price. No decision was asked for.
What happened: Jordan Pike ran a discovery call with Kristin Lindahl and Eric Halvorsen. Kristin described a family who had to explain a contract question three times because the shared inbox, CRM and document folder are separate.
Customer view: Kristin wants one view per community and a clear plan before the board meeting. Eric named occupancy and compliance as his concerns, and asked where resident and family information goes and who sees it.
Commercial: Jordan quoted the deal in the BB-Demo system at £155k in total, including one-off implementation, so not an annual figure. The working target for an order form is 29 Dec 2026, stated as a target that depends on the Enterprise security review.
Watch: The privacy lead has not yet seen anything. Eric's conditions are privacy and security approval, no new burden on communities and a clear price.
Themes
Current to 9 Oct 26Theme
Fragmented family and contract data
Importance
upsell
Sentiment
positive
Voice
decision-maker
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Jordan Pike to send a written summary with the pricing structure.
- Book a demo on a sample of enquiry data with a solutions engineer, Amber and Nicole attending.
- Kristin Lindahl to find a demo time in the next few weeks.
Risks
Current to 9 Oct 26- Privacy and security review has not started and Eric Halvorsen will not approve before it.
- The 29 Dec 2026 order form date is a target only and depends on the security review.
- Communities must not be burdened with new work, which constrains the rollout.
Opportunities
Current to 9 Oct 26- Enterprise subscription with implementation, quoted at £155,000 in total in the BB-Demo system.
- One view per community across enquiries, complaints and contracts, ahead of the board meeting.
Transcript
Jordan Pike NoneHi Kristin, hi Eric. Can you both hear me okay?
Kristin Lindahl NoneLoud and clear. Eric's here, he's just fixing his camera.
Eric Halvorsen NoneHere. Go ahead.- Jordan Pike NoneGreat. Quick agenda: I want to understand how enquiries, complaints and contracts move through your communities today, where it hurts, and whether it's worth a demo on your own data. We have forty-three minutes, so I'll watch the clock. Sound good?
- Eric Halvorsen NoneWhat's the decision needed from me today?
- Jordan Pike NoneTo be transparent, none. The only ask is whether it's worth your team's time to see this. Nothing more.
- Eric Halvorsen NoneFine. Kristin.
- Kristin Lindahl NoneOkay, so let me start with something from this week. A daughter called one of our communities in Wisconsin about a question on her mother's agreement. She had already emailed our central team twice. Nobody at the community knew. She had to explain the whole thing a third time. And I kept thinking, what did the family hear from us? Nothing joined up.
- Jordan Pike NoneThat's a painful one. Where did the two earlier emails live?
- Kristin Lindahl NoneShared inbox for family relations. The community sales team works out of our CRM, and the contract itself sits in a document folder somewhere else. So three places. Plus whatever the community director has in their own notes.
- Jordan Pike NoneMm. And who is supposed to pull that together today?
- Kristin Lindahl NoneHonestly, whoever shouts loudest. My team, usually. Or Amber's group builds us a report, but that's a request, and it takes a while.
- Eric Halvorsen NoneWhat's the risk?
- Kristin Lindahl NoneMove-ins. If a prospective family asks a question and we answer slowly, they tour somewhere else. We lose them before sales even knows there was a problem. Eric, you've seen the occupancy numbers on that.
- Eric Halvorsen NoneI have. Occupancy is the concern. Compliance too.
- Jordan Pike NoneSay more on compliance, Eric. What would worry you there?
- Eric Halvorsen NoneResident and family information. Where it goes. Who sees it. Keep it simple.
- Jordan Pike NoneUnderstood, and I'll be straight with you on this. The brain is built and run inside your own Snowflake account, so the data doesn't leave your environment. For an Enterprise deal there's also a security review, and your privacy and security people are part of that before anything is signed.
- Eric Halvorsen NoneGood. Has our privacy lead seen anything yet?
- Kristin Lindahl NoneNot yet. And I won't push past that review, Eric, you know that. I wanted to understand if it's even the right shape first.
- Jordan Pike NoneThat's exactly the right order. Okay, let me ask about systems. You said a shared inbox, a CRM and a document folder. Anything else? A helpdesk, a call recorder?
- Kristin Lindahl NoneComplaints get logged in a form that feeds a spreadsheet. I know. And the communities have their own tracking, some better than others. About thirty-five communities, so thirty-five slightly different habits.
- Jordan Pike NoneRight. So if I'm hearing you, the real pain is one view per community. Enquiries, complaints and contracts, together, so the person who picks up the phone knows what the family has already been told.
- Kristin Lindahl NoneYes. That's it. One view per community. And I need this before the board meeting, at least a clear plan.
- Jordan Pike NoneHere's where we are on timing, and I don't want to promise more than I can. Our working target for an order form is 29 December 2026. That's a target, not a commitment, and it depends on the security review. If we got there, what would make this a yes for you?
- Eric Halvorsen NonePrivacy and security approve. Communities not burdened with new work. Clear price.
- Jordan Pike NoneClear price, yes. At the moment the deal in our system is for £155,000 in total. That's the whole deal value, including the one-off implementation, so it isn't an annual number. I'll put the breakdown in writing so nobody has to guess.
- Eric Halvorsen NonePut it in writing. Kristin owns the follow-up.
- Kristin Lindahl NoneGot it. I'll loop in the community director group too, once we know what a pilot community would look like. And Nicole on the sales side, she'll have strong views.
- Jordan Pike NoneGreat. Let me suggest next steps. One, I send a short written summary of today, with the pricing structure. Two, we book a demo using a sample of your own enquiry data, no resident detail, and I bring our solutions engineer. Three, Amber should be in that session, since she'll know what's connectable. Does that work?
- Kristin Lindahl NoneYes. Amber and Nicole both. I'll find a time in the next few weeks.
- Eric Halvorsen NoneAnything else needed from me?
- Jordan Pike NoneNot for now, Eric. Thanks for the time. Kristin, I'll send the summary today.
- Kristin Lindahl NonePerfect. Thanks, Jordan.
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