Notes from our check-in

Hi Sharon, Thank you for your time today. Just to close the loop on our check-in, here are the notes as I have them. You told me the control room is still using B-Viz for incident look-ups, and that the account managers dip in before client calls when they remember to. I wrote down "when they remember to" because it stayed with me. Looking at the activity on our side, fewer people are logging in than a few months ago, and that is a bigger drop than I would expect from a quiet patch. I may be reading too much into the numbers, so I would rather hear it from you than guess. A few things I noted: - You have all 40 licensed users in place under the Growth plan, but only a handful seem to be active day to day. - The account managers are the group I would most like to help. They are the ones who gain most from seeing each client's sites, incidents, calls and invoices in one place. - You mentioned the busy period has been taking people away from anything that is not the incident in front of them. Completely understandable. What I suggested, and I am happy to be talked out of it: a short, practical session with the account managers, built around a real client and a real incident, so it feels like part of the job rather than another tool. I can also look at whether anything is making it harder to get started, such as logins or how the pages are set up. Could you let me know who you would want in the room, and whether there is a week that suits better than others? I'll come back to you by the end of the week with a couple of options once I hear from you. How is the team finding it, honestly? Any frustration at all is useful for me to hear. Best wishes, Daniel Daniel Okafor Customer Success Manager, BG-Demo

Daniel, Thanks for the notes. Fair summary, and yes, you are not reading too much into it. Honest answer: the control room uses it, the account managers mostly don't. They are chasing clients all day and old habits win. Which site, which shift? They still ring the control room and ask. That is exactly what I bought this to stop. The session idea is good. Use a real client, not a demo. Let's get the account manager leads on it first and the rest will follow if they see it save them a call. I'll pull together the names and send them over. One thing. I need to be able to show my own boss this is being used before we talk about the contract again. It runs to 4 Jun 2026 and I don't want to be explaining low usage in the spring. So the sooner the better. Nothing is broken, no complaints about the tool itself. It is a people thing. Thanks, Sharon