Follow-up from the QBR: usage and next steps

Hi Rebecca, hi Tariq, Thanks for making the time for the QBR. I wanted to put down in writing what we covered, so we all have the same notes. I've pulled the numbers since the call, and the main thing I want to flag is usage. The average number of people active in a month is noticeably down on the previous quarter. Kelbrook is licensed for 80 users, and at the moment only a small share of those seats are being used regularly. I don't want to read too much into one quarter, and it may well be seasonal, but I'd rather ask than assume. What I'd like to understand: - Which teams were using B-Viz most in the spring and have gone quiet since? Rebecca, I know member services have been busy, so tell me if that's simply the workload. - Whether underwriting and claims are still opening it, or whether it's mostly member services now. - Whether there is anything about the way policy, claims and helpline data show up that is putting people off. Tariq, you'll have a better feel for that than I do. To be clear, nothing is open with our support team, and the nightly loads look normal from my side, so I don't think this is a technical problem. But I'd value your read. Happy to jump on a call with the relevant team leads, or run a short refresher session for anyone who hasn't been in for a while. Shall we book half an hour next week to talk it through? Tom is copied so he has the context. Thanks, Marcus

Hi Marcus, Thanks for the summary. I've looked at what I can see from our side. I checked last night's load and the previous few as well. The policy, claims and helpline sources all completed and the record counts look as I'd expect, so I agree it doesn't look like a data problem. I don't want to guess at a cause for the drop in usage beyond that. What I can say is that a couple of people in underwriting changed roles over the summer, and I haven't yet confirmed whether their seats were reassigned. That's something I can check against the user list, and I'll tell you what I find. On your question about teams, I'd rather not put member detail in an email, so I'll keep it to the general picture. Claims were the heaviest users early on and I think that's where most of the fall is. Rebecca may see it differently from the member services side. A refresher session would be useful. I'd suggest we do it once I've sorted out the user list, so we're not training people who no longer need access. That's a mapping and access question, and I'll deal with it before we meet. Rebecca, shout if I've missed anything. Thanks, Tariq