Quillmark Health / BB-Demo – Demo
Callcompleted
Quillmark Health · 2026-02-16 16:00
Ben Kowalski liked the demo and called it exactly the gap. His security team will review line by line, and patient data leaving the account is unanswered. The £155k Enterprise proposal is a first-year total, with no commitment on timing.
What was said
What this says
Current to 13 Oct 26Ben Kowalski liked the demo and called it exactly the gap. His security team will review line by line, and patient data leaving the account is unanswered. The £155k Enterprise proposal is a first-year total, with no commitment on timing.
What happened: Jordan Pike and Hannah Lowe ran the 16 Feb 2026 demo for Ben Kowalski, VP Data and Analytics, with client-services leads listening in. Hannah showed one page per hospital client, cited sources in chat and a quick dashboard build.
Customer view: Ben's three needs were one client page, freshness and a line-by-line security review. He said the Snowflake-native design is a big deal for him.
Commercial: Jordan quoted the Enterprise proposal at £155k in total, implementation included, not an annual price. Ben said procurement owns price and gave no decision date.
Watch: Hannah could not answer from memory whether patient-level data would leave the account. She owes written answers, a diagram and service level wording on freshness credits.
Themes
Current to 9 Oct 26Theme
Enterprise demo, security review
Importance
praise
Sentiment
positive
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Hannah Lowe to send the architecture diagram, written data boundary and HIPAA answers and service level wording within the week.
- Jordan Pike to send the broken-down proposal and a summary of the call to Ben and procurement.
- Ben Kowalski to forward the note to security and procurement and decide whether a second security call is needed.
Risks
Current to 9 Oct 26- The security review, including whether patient-level data leaves the Snowflake account, is unanswered and gates the decision.
- A broken connector would leave the brain available but stale, which Ben raised and Hannah acknowledged as a weak spot.
- Ben gave no decision date, and the 30 Jun 2026 close is BB-Demo's own forecast.
Opportunities
Current to 9 Oct 26- The Enterprise tier fits the stated need: one client page, dashboards builder, SSO and SCIM, and freshness credits.
- Dedicated US data residency was raised as an add-on that could suit a HIPAA-bound buyer.
Transcript
Ben Kowalski NoneHey, hey. Can you hear me okay? I've got a new headset and I don't trust it yet.
Jordan Pike NoneLoud and clear, Ben. Good afternoon. Hannah's just joining as well.
Hannah Lowe NoneHello both. Sorry, I was fighting with the screen share permissions. Afternoon, Ben.- Ben Kowalski NoneNo worries at all. It's freezing here in Boston, by the way. I think the whole office is wearing coats indoors. How's London?
- Hannah Lowe NoneGrey and damp, which is the usual. It's getting dark already, so I can't complain much about your coats.
- Jordan Pike NoneOkay, quick agenda so we respect everybody's time. We have fifty-four minutes. First, Hannah walks through the brain on a sample of data set up like yours. Second, we take the questions your client-services leads sent over. Third, we talk about security and next steps. Sound right, Ben?
- Ben Kowalski NoneLove it. That's exactly it. I've got a few of the client-services leads sitting in with me in the room, on mute, and they've been keeping a list. I'll relay their questions so we don't have six people talking over each other.
- Hannah Lowe NoneThat works well for me. Before I share anything, can I ask what you most need to know by the end of the hour? That tells me where to slow down.
- Ben Kowalski NoneSure. Honestly, three things. One, can a client-services lead open one page for a hospital client and see everything, the contract, the open tickets, the last calls, the emails, without asking me or my team to pull a spreadsheet. Two, does it actually stay current. Three, and I'm saying this now so nobody's surprised, my security team is going to go through this line by line.
- Jordan Pike NoneAnd to be transparent, that's how we want it. We'd rather the security team ask the hard questions early. Hannah handles that part with us.
- Hannah Lowe NoneYes, and I'll put anything I say about controls in writing afterwards, so your team has something they can check rather than my memory of a call. Right. Let me share my screen. Can you see the browser?
- Ben Kowalski NoneYep, I see it. A bit small. Oh, that's better, thanks.
- Hannah Lowe NoneSo this is the brain running inside a Snowflake account. That's the first thing to be precise about: it's not a copy of your data sitting with us. It is built and run inside your own Snowflake account, which I know you'll care about since you built that estate.
- Ben Kowalski NoneYeah, that's honestly why I got excited in the first place. Snowflake-native is a big deal for me. Everything else I've looked at wants to pull data out somewhere.
- Hannah Lowe NoneUnderstood. For the demo I've connected a Salesforce sample, Zendesk, Gong for the calls, and Microsoft 365 for the email. I've shaped it like a revenue-cycle services firm with a handful of hospital groups, so it should feel familiar.
- Hannah Lowe NoneLet me start with the thing you described. I'll search for one of the hospital groups here. And this is the page for that client. Contract at the top, then the open tickets, then recent calls with a short summary of each, then the email threads that mention them.
- Ben Kowalski NoneOkay, wow. So that's one view. That's the thing my leads currently build by hand on a Monday morning. Hang on, let me tell the room.
- Ben Kowalski NoneYeah, they're nodding. One of them just asked, where does the call summary come from? Is it a person writing it?
- Hannah Lowe NoneGood question. The short answer is the summary is generated from the call transcript that the recorder already holds. The longer answer is that it only sees what your call recorder captured, so if a call isn't recorded, it isn't there. It won't invent it.
- Ben Kowalski NoneMakes sense. That's fair.
- Hannah Lowe NoneNow the chat. I'll ask it something a client-services lead might actually ask. Which hospital clients have an open escalation and a renewal coming up soon? And it comes back with a short list, and each line links to the records it used.
- Jordan Pike NoneHannah, can you click into one of those? I think Ben's team will want to see that it shows its sources.
- Hannah Lowe NoneYes. So here, this answer cites the ticket, the contract record, and a call from the last few weeks. You can follow each one back. That's deliberate. If it can't point to a source, I'd rather it said so.
- Ben Kowalski NoneOkay, that's the thing I need for my security folks too. Auditable answers. Love it.
- Ben Kowalski NoneCan I ask one from the room? They want to know whether they can build their own dashboards, like a weekly view per client, or whether that's something you have to build for them.
- Hannah Lowe NoneThey can build them. The dashboards builder is part of the Enterprise tier, which is what we're scoping for you. I'll make a simple one now. I pick the client, choose open tickets and questions asked, and save it. That took under a minute, and it's theirs to change.
- Ben Kowalski NoneNice. And they can share that with each other?
- Hannah Lowe NoneWithin the access rules you set, yes. Which leads neatly into who sees what. Do you want me to go there now, or finish the demo first?
- Ben Kowalski NoneLet's finish the freshness thing first, then security. Is that okay with you, Jordan?
- Jordan Pike NoneWorks for me. You're driving.
- Hannah Lowe NoneFreshness, then. The nightly refresh is complete by 07:00 in your local time on business days. That's the commitment on every tier. So a lead opening a client page at the start of the day sees yesterday's activity, not last week's.
- Ben Kowalski NoneAnd if a connector breaks? Say we change something in our CRM and the sync just stops.
- Hannah Lowe NoneThat's the honest weak spot of any system like this, and I'd rather say it. If the source changes shape, the connector can stop loading. You'd see records indexed go flat, and we watch for that, but you should also have an admin who knows to tell us when a system changes. The brain would still answer, which is the awkward bit, it would just answer on older data.
- Ben Kowalski NoneRight. So available but stale.
- Hannah Lowe NoneExactly that. And on Enterprise, data freshness is covered by service credits as well as availability. I'll put the exact wording in the follow-up so nobody relies on my paraphrase.
- Jordan Pike NoneHere's where we are on that, Ben. The wording in an executed order form is what counts. So if freshness matters to your leads, we write it down there.
- Ben Kowalski NoneGood. That's a useful thing to put in front of the leads. Okay, security. Go.
- Hannah Lowe NoneRight. So, Quillmark is subject to HIPAA, and I want to be careful here. What I can say precisely is this: because the brain runs inside your Snowflake account, your data stays within the boundary you already govern. Your existing roles and access policies apply. Enterprise adds single sign-on and SCIM, so access follows your identity provider.
- Ben Kowalski NoneOkay. And the question my security lead will ask first is whether any patient-level data would leave our account.
- Hannah Lowe NoneTo be precise, I don't want to answer that from memory on a call, because the answer depends on which models and which connectors you switch on. I'll check it with our security lead and put the answer in writing, with a diagram that shows where each piece runs.
- Jordan Pike NoneAnd to be transparent, we won't hide anything from your security team. If there's a gap, they'll hear it from us, not find it. That's how we do every Enterprise security review.
- Ben Kowalski NoneThat's what I need to hear, honestly. I have to sell this to security and procurement, and I can't be the guy who oversold it.
- Hannah Lowe NoneWhich is why I'd rather under-promise today. There's also an option for dedicated US data residency, and I'll include how that interacts with your setup. Whether you need it is a question for your team, not me.
- Ben Kowalski NoneOkay. Let me relay. Hang on.
- Ben Kowalski NoneSorry, that took a while. They've got one more. Does it work on the call recordings for the hospital clients' own staff, or only our people?
- Hannah Lowe NoneIt works on whatever recordings your call recorder holds and you choose to connect. You can scope it by team or by client. I'd suggest starting narrow, with the client-services calls only, and widening once your security team is comfortable.
- Ben Kowalski NoneThat's a sensible way to start. Okay, I think the room's happy with the demo. Love it. This is exactly the gap.
- Jordan Pike NoneGreat. Let me cover the commercial side briefly, then next steps. Ben, I know price isn't your world, so I'll be short.
- Ben Kowalski NoneYeah, appreciate that. Procurement owns it, I stay out of it.
- Jordan Pike NoneUnderstood. The Enterprise proposal comes to £155,000 in total, with the implementation included. It's the whole first-year picture, not an annual subscription price on its own. I'll send it properly, broken down, so procurement can read it without me. What would make this a yes? That's what I'm trying to understand from your side.
- Ben Kowalski NoneFor me it's the security review coming back clean and the leads telling me they'd use it. I can't promise a date. Let me socialise it internally and see what security says about timing.
- Jordan Pike NoneFair. For our planning I've pencilled 30 June 2026, but to be transparent, that's our forecast, not a commitment from you. If the review runs longer, the date moves.
- Ben Kowalski NoneOkay, good. Thanks for not pushing me on that.
- Hannah Lowe NoneSo from me: an architecture diagram showing where each component runs, written answers on the data boundary question and the HIPAA points, and the service level wording, all in one note. I'll aim to have that to you this week, and I'll flag anything I couldn't confirm rather than leave it out.
- Ben Kowalski NonePerfect. I'll forward it to the security lead and procurement together so they're reading the same thing.
- Jordan Pike NoneAnd I'll send the proposal and a short summary of today. Do you want a second call with security on it, Ben, once they've had the note?
- Ben Kowalski NoneProbably, yeah. Let me see what they say first and I'll come back to you.
- Jordan Pike NoneSounds good. Thanks, everyone. Ben, speak this week.
- Ben Kowalski NoneThanks both. Great session. Talk soon.
- Hannah Lowe NoneThanks, Ben. Bye for now.
Callsmade from