Check-in notes

Hi Rebecca, Thanks again for making time last week. As promised, here are my notes from our check-in so you can correct anything I've got wrong. What I took away: - You still see real value in relationship managers going into a member's renewal knowing their policies, claims and calls. That came across strongly. - Usage has come down over the last quarter. We have 80 licensed users, and the number of people actually logging in on a typical day is well below that. It has dipped again in the most recent weeks. - The questions being asked seem to come from a smaller group than before. I'd like to understand whether that's a change in habit or a change in who's on the team. - There have been no support tickets from your side recently, which is good in one way, but I'd rather not read silence as everything being fine. What I'd suggest from our side: - I can run a short refresher for the relationship managers, built around the member renewal meeting, using your own data. - I can send you a simple list of who is using what, so you can see where it has gone quiet. - If there are teams who don't need a seat, it may be worth us talking about that openly rather than leaving it to drift. Two things I'd like your help with. First, is that the whole picture? If something has changed that I haven't picked up, please tell me. Second, can you let me know which of those suggestions would actually be useful, so I don't send you things you don't need? I know the term ends on 16 Jan 2026 and Tom is talking to Malcolm about the paperwork, so I'm not trying to get in the way of that. I just want the usage side to be sorted properly alongside it. Thanks, Marcus

Dear Marcus, Thank you for the notes, and sorry for the slow reply. It has been a busy week on the helpline side. Your summary is fair. I'd add one thing: I don't think the value has gone, but I think we've let the habit slip. A few of the relationship managers have gone back to doing their renewal preparation the old way, and I haven't been firm enough about it. That's on me. What does the member see? They see someone who doesn't know their history, and we shouldn't be putting them in that position. Let's not make them tell us twice. Of your suggestions, the refresher for the relationship managers would help most, built around the renewal meeting as you say. The list of who is using what would help too, though I'd like to see it before it goes anywhere wider. I'm not yet sure whether we have seats we don't need. I'd rather look at the list first than decide in the abstract. On the renewal itself, I should be clear that I can't agree terms without Malcolm, and he will want to look at the whole picture over the full term. I will make sure he has seen your notes. It would be easiest if you and Tom agree between you what he needs to see, so he isn't getting two versions. Could we find half an hour next week to plan the refresher? Any morning is fine for me. Kind regards, Rebecca