Menlo Quay Medical / BG-Demo – Discovery
Callcompleted
Menlo Quay Medical · 5 Nov 2025 12:30
First conversation with Menlo Quay Medical. Orla Mannion wants one record per account for complaints, and the CFO wants distributor complaints beside invoices. A Growth deal of £62k, including implementation, was floated.
What was said
What this says
As at Fri 9 Oct 2026First conversation with Menlo Quay Medical. Orla Mannion wants one record per account for complaints, and the CFO wants distributor complaints beside invoices. A Growth deal of £62k, including implementation, was floated.
What happened: Matteo Ricci held a discovery call on 5 Nov 2025 with Orla and the CFO, Declan Hession. No decision was sought, and 12 Dec 2025 was noted as a target, not a commitment.
Customer view: Orla stitches complaint evidence together by hand from about four tools and spreadsheets before audits. Declan wants distributor complaints beside what they owe, to tell a real dispute from slow payment.
Commercial: Matteo pencilled in the Growth tier at £62k, the total deal value including the one-off implementation fee. Declan noted the annual cost is a separate number he has not yet seen and said he does not take a list price on trust.
Watch: Data location is the first question quality will ask, and Declan said quality will read anything before he signs. Orla was unsure of every source, so IT is needed on the next call.
Themes
As at Fri 9 Oct 2026Theme
Complaints and distributor visibility
Importance
neutral
Sentiment
positive
Voice
decision-maker
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Matteo Ricci to send a written summary and a proposal showing the annual subscription and implementation separately.
- Orla Mannion to confirm by the end of the week whether an IT colleague can join the next call.
- Declan Hession to take the proposal to quality when he has it.
Risks
As at Fri 9 Oct 2026- Quality reviewers must approve before the CFO signs, and data location and access to the complaints system are open concerns.
- The CFO has not seen a separate annual subscription figure and will test pricing against list.
Opportunities
As at Fri 9 Oct 2026- Growth tier for key accounts, complaints and distributor teams, with finance as a later reader.
- A demonstration on real complaint data, with distributor complaints shown beside invoices.
Transcript
Matteo RicciHello Orla, hello Declan. Can you both hear me properly?
Orla MannionHello Matteo, I can, yes. Declan, you're on mute, I think.
Declan HessionSorry. Can you hear me now? Good afternoon.- Matteo RicciGood afternoon. Perfectly. Thank you both for making the time, I know it's the middle of the day.
- Orla MannionIt's grand. We've the rain here in Galway as usual, so nobody's tempted outside.
- Matteo RicciLondon is the same, I am afraid. Allora, let me start by restating the timeline as I understand it, and you will correct me. Today is a first conversation, so I want to understand how you work and what you need. If it makes sense, we would then show you B-Viz on your own data. The target we have noted for a decision is 12 Dec 2025, but that is a target and not a commitment on either side.
- Declan HessionRight. Before we go any further, what's the decision you need from me, and when? Because today I'm just listening.
- Matteo RicciThat is a fair question and I would rather be clear. Today, no decision at all. I would like to learn enough that we can put a proper proposal in front of you, and then you and your quality colleagues can review it in your own time.
- Declan HessionGood. That's the right order. Quality will want to read anything before I sign it, so I'd not want to be rushed.
- Matteo RicciUnderstood, and I would not rush you. Orla, may I ask you to start? What is the problem you are trying to solve, in your own words?
- Orla MannionOf course. I like to start with the complaint log, if you don't mind, because that's where it shows. So we make catheters and guidewires, and we sell to hospitals directly and through distributors, across Europe and the Middle East. When a complaint comes in, it might arrive through the distributor, or through a hospital, or through the key account manager, and it lands in a different place each time.
- Matteo RicciSo the same hospital might appear in more than one place?
- Orla MannionExactly that. And the distributor too. Which account, which lot, is it logged as a complaint? Those are the questions I ask all day, and to answer them I'm opening about four different tools and a few spreadsheets. It works because my team are careful, but it's slow, and I don't love it.
- Matteo RicciAnd what does your regulator need to see, when they ask about a particular complaint?
- Orla MannionThe whole story. When it was received, what was done, who signed it off, and the evidence. I never close a complaint without evidence, so that has to be easy to show. At the moment I'm stitching it together by hand before an audit.
- Declan HessionAnd that's the audit-readiness piece from my side. If it takes days to put a file together, that's a cost, and it's a risk.
- Matteo RicciYes. Declan, can I ask, apart from audits, where does the finance side feel it?
- Declan HessionCash, mostly. Distributors pay on terms, and when there's a dispute about a shipment or a complaint, payment can sit. If I can see a distributor's open complaints alongside what they owe us, I know whether a delay is a genuine query or just slow paying. At the moment I have to ask around.
- Matteo RicciThat is very helpful. So really three groups would look at the same account: key accounts, complaints, and the distributor team. And finance would benefit as a reader.
- Orla MannionYes, those three first. Finance later, perhaps, if Declan wants it. One record per account is the dream, honestly. A hospital seen whole.
- Matteo RicciLet me explain how B-Viz approaches that, and then I will ask what your systems look like. It is one layer over your CRM, your emails, your tickets, your finance data and so on, and it is built and run inside your own Snowflake account. Your data does not go to us.
- Orla MannionThat matters. Can you say a bit more about that? Because for complaint records, where the data sits is the first thing our quality people will ask.
- Matteo RicciOf course. It runs in your environment, under your controls. I would rather you heard the detail from me than found it in a document later, so I will put it in writing, and your security colleagues can ask us anything. And if there is a point that touches your residency requirements, tell me now and I will confirm what is possible rather than assume.
- Declan HessionSend it over and I'll look. But go on, what does it actually cost? Roughly. I'm not going to hold you to it.
- Matteo RicciThank you for asking directly. Based on what you have described, we would be looking at the Growth tier, because several teams would use it. The figure we have pencilled in is £62,000, and I want to be careful: that is the total value of the deal and it includes the one-off implementation fee. I will split out the annual subscription and the implementation clearly in the proposal, so that you can see what recurs.
- Declan HessionOkay. So £62,000 all in, and then the annual cost is a separate number I haven't seen yet.
- Matteo RicciExactly right. I will not leave that ambiguous.
- Declan HessionGood. And does that match what you'd normally charge? I don't take a list price on trust, I'll say that now.
- Matteo RicciI would expect nothing less. Let me confirm that in writing, with the basis for each line, and we can discuss it then.
- Orla MannionMatteo, can I come back to the data? I want to be sure I've understood what it would read. Our complaints sit in a system with very strict access. I wouldn't want it copying anything it shouldn't.
- Matteo RicciUnderstood. We would connect only what you choose, and we would agree that list with you first. Perhaps you could tell me, which are the sources that matter most? Not the full inventory, just the main ones.
- Orla MannionRight. There's the complaints system, the CRM that the key account team uses, the distributor team's own records, and email. Plus finance, for Declan. I'd have to check the rest with our IT people, I'm not certain I know every one of them.
- Matteo RicciThat is fine. It would be sensible to have someone from IT join the next call, so that I do not guess. Would that be possible?
- Orla MannionI'll ask. A colleague in IT looks after most of the connections, I'll see if she can spare the time.
- Declan HessionMatteo, one more thing. How long before anyone's actually using it? Because if it's months, quality will say it's a distraction.
- Matteo RicciI do not want to commit a date that our engineering team has not agreed, so I will give you a proper answer after the next conversation, when I know the sources. What I can say is that the implementation is a fixed-fee piece of work with a defined plan, and our customer success manager, Elena, would run the adoption with you afterwards.
- Orla MannionThat's reasonable. And it's with the team who'd be in it daily that I'd want the first demonstration. Real complaints, not a sample. With names and lots removed if need be, of course.
- Matteo RicciYes. We would arrange the demonstration on your own data, in a way your quality people are comfortable with. Let us agree the safeguards first, and then I will bring a colleague from our side.
- Orla MannionLovely. Let's check the record together when it comes to it, then.
- Declan HessionAnd I'd like to see how a distributor's open complaints would sit beside their invoices. If that works, it's worth a lot to me.
- Matteo RicciI will make a note of it. That would be a good thing to show. So, let me recap what I will do. First, a written summary of what we heard today, including the three teams, the sources, and the questions on data location. Second, a proposal with the annual subscription and implementation shown separately. Third, I will ask about a demonstration on your own data. Orla, you will ask your IT colleague to join us. Declan, you will bring the proposal to quality when you have it.
- Orla MannionThat's right. I'll let you know about IT by the end of the week.
- Declan HessionFine. Send it over and I'll look.
- Matteo RicciThank you both, this has been very useful. Best regards, and speak soon.
- Orla MannionThanks a million, Matteo. Mind yourself.
- Declan HessionThanks. Goodbye.
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