Menlo Quay Medical / BG-Demo – Demo
Callcompleted
Menlo Quay Medical · 14 Nov 2025 10:15
Menlo Quay Medical's complaints, quality and distributor leads saw a demo on their own data. They want one whole record per account. Budget needs the CFO, so he is being brought into a proposal call.
What was said
What this says
As at Fri 9 Oct 2026Menlo Quay Medical's complaints, quality and distributor leads saw a demo on their own data. They want one whole record per account. Budget needs the CFO, so he is being brought into a proposal call.
What happened: Anya Petrova ran the demo on a sandbox built from Niamh Fahy's extract. Orla Mannion, Niamh and Sinéad Kilkelly each tested a scenario from their own work.
Customer view: Orla wants to see whether an issue raised in an email ever reached the complaint log. Sinéad described matching distributor calls to the order system and complaint log by hand every Monday.
Commercial: Matteo Ricci framed the Growth tier and an order form target of 12 Dec 2025. Orla said she cannot commit budget without Declan Hession, so he joins the proposal call.
Watch: Niamh needs a written data residency note and her quality group's review before signing. Nightly refresh timing was left to be confirmed in the order form.
Themes
As at Fri 9 Oct 2026Theme
Demo on own data
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- Matteo Ricci to send the data residency note and a summary of the demo.
- Matteo to arrange a proposal call that includes Declan Hession.
- Niamh Fahy to confirm what the quality group must review before signature.
Risks
As at Fri 9 Oct 2026- The quality group has not yet said what it needs to review before anyone signs.
- Orla cannot commit budget without Declan, who was not on this call.
- The regulator-driven data residency position and nightly refresh commitment are promised in writing but not yet sent.
Opportunities
As at Fri 9 Oct 2026- A Growth tier sale giving key accounts, complaints and distributor teams one shared account record.
- The gap check between emails and the complaint log addresses Orla's stated worry.
Transcript
Matteo RicciGood morning, everyone. Can you hear me all right? I see Orla and Niamh. Sinéad, you're just joining.
Orla MannionMorning, Matteo. Yes, we can hear you fine. Sinéad is on a different connection from the rest of us, so give her a second.
Sinéad KilkellySorry, sorry. Morning all. My camera is being difficult. Can you hear me?
Niamh FahyLoud and clear. It's very grey in Galway today, so you're not missing anything.- Matteo RicciSame in London, so we are all in the same mood. Let me restate where we are, so nobody is surprised. Today is the demo on your own data. Then there is a proposal conversation, and our target is to have an order form with you on 12 Dec 2025. I would rather you heard the timeline up front than discover it later. Anya will drive. She is our solutions engineer and she built the sandbox from the extract Niamh sent over.
Anya PetrovaHi, everyone. Thanks, Niamh, the extract was really clean. I'll share my screen now. Can you see a page with a search bar and a list of accounts?- Orla MannionWe can. Before you start, can I say what we need from today? Which account, which lot, and is it logged as a complaint? If I can ask that in one place and get the whole picture, I'm happy.
- Anya PetrovaThat's exactly where I wanted to start. So this is the account page for one of your distributors. On the left you've got the CRM record, in the middle the recent emails and calls, and on the right the open tickets and complaint records. All one page, all from the same underlying layer in your Snowflake account.
- Niamh FahyAnd that's running inside our Snowflake, not copied out somewhere? Our quality team will ask me that first.
- Anya PetrovaYes. It's built and run inside your account. Nothing leaves it. We don't hold a second copy of your complaint records.
- Matteo RicciAnd Niamh, what does your regulator need to see on that point? If it helps, I can confirm the data residency position in writing after the call.
- Niamh FahyThat would help, yes. Mostly they want to see that complaint data stays under our own controls and that we can show an audit trail.
- Matteo RicciUnderstood. I'll note it and send it over.
- Anya PetrovaOkay, let me try Orla's question. I'll type it in chat: which hospital accounts have had more than one complaint on the same product family this year, and are any still open?
- Orla MannionGo on, then. I'm watching.
- Anya PetrovaSo it's come back with a short list, and each line links to the underlying complaint record. If I click this one, you see the lot reference, the date it was opened, the status and who owns it.
- Orla MannionRight. And that status is straight from our complaint system, it's not a guess?
- Anya PetrovaIt's straight from the source. It says which system and which record every answer came from, so you can click through and check. If it can't find something, it says so rather than filling the gap.
- Orla MannionGood. I'd never close anything on a summary. Let's check the record, always.
- Sinéad KilkellyCan I ask something from the distributor side? I spend half my week matching what a distributor tells me on a call with what is in the order system and the complaint log. Could I ask about one distributor in the Middle East and see the lot, the shipment and the open issues together?
- Anya PetrovaYes, that's the idea. Give me a distributor name from the sample and I'll ask it.
- Sinéad KilkellyUse the first one on the list. The one we've had the long email thread with.
- Anya PetrovaRight, so here's the summary. Recent emails from the thread, the latest call note, the open complaint, and the invoices that are still outstanding. Each one is a link.
- Sinéad KilkellyThat is the thing I do by hand on Monday mornings. Mm. And the outstanding invoices, that's from finance?
- Matteo RicciFrom your accounting system, yes. Declan will care about that one. We'll bring him in properly next time.
- Niamh FahyCan I ask about the admin side? If a connector breaks, or our quality system changes its fields, who sees it and who fixes it?
- Anya PetrovaGood question. In the admin view you can see each connector, when it last loaded and how many records came in. If a source stops loading, it shows up as flat. I'll open it. You'd be the person who gets the alert, and we'd work through it with you.
- Niamh FahyOkay. And the nightly refresh, is that all sources, or only some?
- Anya PetrovaNightly, and it should be complete before the working day starts on business days. I'd rather confirm the precise commitment in the order form than quote it from memory.
- Matteo RicciWhich is the right instinct. Let me confirm that in writing as well.
- Orla MannionOne more scenario, if there's time. A hospital rings to say a catheter lot was delayed and, in the same breath, mentions a problem. Can we see whether that has been raised as a complaint, or whether it only exists in an email?
- Anya PetrovaYes. I'll search on the hospital and look at the email thread against the complaint list. If there is a mention in an email with no matching complaint record, it flags it as a gap for you to look at.
- Orla MannionThat's useful. That's the one that worries me, honestly. Something said in an email that never reaches the log. Thanks, Anya.
- Sinéad KilkellyWould the distributors see any of this?
- Matteo RicciNo, this is for your own teams. Key accounts, complaints and the distributor team looking at the same account together. That is the Growth idea.
- Orla MannionThat's what we came for, really. One record per account, whole, for all three teams.
- Matteo RicciThen let me suggest the next step. We are on a path to an order form on 12 Dec 2025. I would like to come back with a proposal call and include Declan, since he signed off on the budget conversation. Orla, does that work?
- Orla MannionIt does. I can't commit budget without Declan, so yes, bring him in. I'll send him the notes from today.
- Niamh FahyAnd I'll check with our quality group what they need to review before anyone signs.
- Matteo RicciPerfect. I'll send the data residency note and a summary of what we showed today. Thanks, all.
- Orla MannionThanks a million, everyone. Speak soon.
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