Menlo Quay Medical / BG-Demo – Check In
Callcompleted
Menlo Quay Medical · 5 May 2026 10:30
On 5 May 2026 Orla Mannion said the whole-account view helps her complaints team and use is spreading. She raised key-person risk on Niamh as the only admin and asked for a distributor dashboard.
What was said
What this says
As at Fri 9 Oct 2026On 5 May 2026 Orla Mannion said the whole-account view helps her complaints team and use is spreading. She raised key-person risk on Niamh as the only admin and asked for a distributor dashboard.
What happened: Elena Novak held a 30 minute check-in with Orla Mannion. Orla reported nothing overdue in the complaint log and said her team can now see the whole account in one place.
Customer view: Use spread by word of mouth after the March training, and quality and account managers now ask for logins. Orla does not want anyone left out because of a seat count.
Commercial: Elena will review the forty licensed users at the next quarterly review. A distributor dashboard by region is included in Growth, and no date was promised.
Watch: Orla flagged that Niamh is the only admin who knows the connectors. Elena proposed a second named admin at no change to plan or price.
Themes
As at Fri 9 Oct 2026Theme
Adoption growth and admin cover
Importance
upsell
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- Elena sends written notes with the ticket reference on the day of the call.
- Orla names a second admin by email, and Laura offers that person a short admin session.
- Elena asks Laura about a dashboard session for Sinéad and reviews active users at the quarterly review, with Niamh invited.
Risks
As at Fri 9 Oct 2026- Niamh is the only admin who knows the connectors, so a quiet source could go unnoticed if she is out.
- Growing demand for logins may meet the forty-user limit and leave people waiting for access.
Opportunities
As at Fri 9 Oct 2026- More users than the forty licensed on Growth could support extra users or a tier discussion at the quarterly review.
- A distributor dashboard by region would extend use to the distributor team.
Transcript
Elena NovakGood morning, Orla. Can you hear me properly?
Orla MannionGood morning, Elena. I can, yes. Lovely to see you.- Elena NovakAnd you. Thank you for joining. To confirm the agenda I emailed: first, how the teams are using B-Viz. Second, the one ticket from last month. Third, what you would like from the next quarter. Is that still right for you?
- Orla MannionIt is. Though let me start with the complaint log, if you don't mind, because that's where I look first. We closed the month with nothing overdue, which is a good week for us. And a good part of it is that my team can now see the whole hospital account when a complaint arrives.
- Elena NovakThat is very good to hear. When you say the whole account, which teams do you mean?
- Orla MannionComplaints, the key accounts people, and the distributor team. Before, we each had our own picture. Now when someone asks, which account, which lot, we can check the record in one place instead of ringing round.
- Elena NovakAs agreed at the start, that was the purpose of the Growth plan. I can see that the number of people using it each week has risen a good deal since the winter. Did you expect that?
- Orla MannionHonestly, a bit. Niamh and Sinéad did the training with Laura in March and it spread by word of mouth. Now the quality people and a couple of the account managers ask me for logins.
- Elena NovakThen I will make sure that we review the licence at the next quarterly review. You have forty licensed users, and I would like us to look at who is active and who is not, so that nobody is waiting for access.
- Orla MannionYes, please do. I'd not want anyone left out because of a seat count.
- Elena NovakUnderstood. Now, the ticket. It was a how-to question, I believe, about sharing a dashboard with a team. Is it resolved to your satisfaction?
- Orla MannionIt is. Is it logged as a complaint? No, no, I'm joking. It was a simple question and the answer came quickly. I only mention it because I like to see everything in the log.
- Elena NovakOf course. Everything is recorded. I will send you the ticket reference in my notes so it sits with your records.
- Orla MannionThanks a million. One thing I'd flag. Niamh is the only admin who really knows the connectors. If she were out for a few weeks, I'm not sure who would notice a source going quiet.
- Elena NovakThat is a fair point, and a sensible one to raise. I suggest a second named admin. To confirm, it does not change your plan or your price, it only needs a name. Could you decide who, and tell me by email?
- Orla MannionI could, yes. Probably someone from the quality side. Let me check with Niamh who she'd trust with it.
- Elena NovakGood. I will make sure that Laura offers a short admin session for that person, so they know where to find the connector health page.
- Orla MannionLovely. Now, the dashboards. Niamh built a complaint trend view by product family, and it's become the thing I open before our weekly meeting. Could the team build a version for distributors, by region?
- Elena NovakYes, that is included in Growth. Sinéad can build it herself, and I can ask Laura to sit with her for an hour if that helps. I will not promise a date for that until I have checked Laura's diary.
- Orla MannionThat's fair. No rush, sure, we're finding our feet.
- Elena NovakThen to summarise the actions, so we both have them. One: I send written notes today, with the ticket reference. Two: you name a second admin. Three: I ask Laura about a dashboard session for Sinéad. Four: we review active users at the quarterly review. Is there anything you would add?
- Orla MannionNo, that covers it. Actually, one more. Would it be possible to bring Niamh to the next review? She can speak to the detail better than I can.
- Elena NovakCertainly. I will include her in the invitation. Thank you, Orla, this has been very helpful. Kind regards to the team.
- Orla MannionAnd to yours. Thanks a million, Elena. Talk soon.
- Elena NovakGoodbye for now.
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