Check-in notes

Hi Rebecca, Thanks for your time this morning. I said I'd send the notes over, so here they are. I've pulled the numbers as well, and they're a good place to start. - Usage: active users are up on the previous quarter, and it's coming from more than one team. Member services is still the heaviest, but underwriting and claims are asking more questions than they were. - Tickets: we've had a couple in the last month and only one was marked high priority. Nothing is sitting unanswered on our side. If anything looks different from where you are, tell me and I'll chase it. - Licences: you have 80 licensed users on Growth, and you're using a fair way under that, so there's plenty of room for other teams to come on without any change to the contract. - Your term runs to 16 Jan 2028, so there's no renewal pressure. I'd like to spend the time on getting more value out of it. You mentioned that your relationship managers are now opening a member's page before every renewal meeting. I'd love to understand that better. Would you be happy for me to sit in on one of those sessions, or for you to talk it through with me on a call? It would help me see what the team actually looks at, and it'll shape what I suggest for the next quarter. Shall we book 30 minutes later this month? Happy to jump on a call whenever suits you. Thanks, Marcus

Hello Marcus, Thank you for this, it's a helpful summary and it matches what I'm hearing from the teams. One story from this week, since it's the reason I keep backing this. One of our relationship managers was preparing for a church's renewal and could see the policy, the recent claim and the last call with the member on one page. She didn't have to ring round three colleagues. The member didn't have to tell us twice. That is exactly what I wanted when we signed up. On the numbers, I'm glad usage is up, though I'd like to be sure it isn't just a handful of enthusiasts. Is that the whole picture? If you can show me how the use is spread across the teams, I can take that to my colleagues in underwriting and claims. I'm happy for you to sit in on a renewal preparation session. I'd just need to check with the relationship managers first, as some members' details are sensitive and I wouldn't want anyone uncomfortable. Give me a few days and I'll come back to you. On the room for more users, I'd rather talk to my colleagues before saying anything about extending it. I can't agree anything about the contract without Malcolm anyway, so let's keep that for later. Kind regards, Rebecca