Quick check-in on how the team is getting on

Hi Sharon, I hope you are well, and that things have settled down since we last spoke. I'd like to find half an hour for a check-in call, nothing formal. Here is what prompted it. We haven't had a single ticket from your team recently, which on the face of it is good news. But the number of people using B-Viz has also dipped compared with the previous few months, and when it is quiet on both sides I like to ask rather than assume. There are 40 licensed users on your Growth plan, and I'd hate to think some of them have drifted away because it wasn't doing what they needed. I may well be reading too much into it. It could be shift patterns, a busy period, or people simply getting what they need quickly. But you know your teams far better than a usage chart does. Could we speak this week or early next? I'm flexible on the day, and happy to work around the control room handovers. How is the team finding it, honestly? I'd rather hear the difficult answer than a polite one. Best wishes, Daniel

Daniel, Fair question, and thanks for asking rather than sending a report. Honest answer: the account managers use it when they are prepping a client review and then forget it exists for a fortnight. The control room is busier than ever and they reach for the old habits when an incident is live. I'm not going to pretend otherwise. Nobody has had a bad experience with it, so I suppose that is why you've heard nothing. What I need is for it to be the first place they look, especially when something has happened on a site and the client is on the phone. What did the client hear from us? That is the test. If B-Viz can't help with that in the moment, it will stay a nice-to-have. I can do Thursday late morning. Let's get the account manager leads on it as well, so you hear it from them and not just me. Thanks, Sharon

Hi Sharon, Thank you, that is genuinely helpful, and I'm glad you said it plainly. The incident test is a good one, and I'd like to build our conversation around it. Thursday late morning is fine for me. I'll send an invitation tonight and ask the account manager leads to join, as you suggest. If you can tell me which of them handle your busiest clients, I'll prepare something specific to those sites before we speak, so we are looking at real examples rather than a general demonstration. I won't promise anything I don't yet know I can deliver. What I can do is come back to you by the end of the call with a short list of what we would do first and who on our side owns each piece. Just to close the loop: no action needed from you before Thursday beyond the names. Best wishes, Daniel