Setting up a check-in

Hello Sharon, I hope the week is treating you and the control room kindly. I wanted to put a check-in in the diary, and I'd like to be open about why. When I looked at how B-Viz is being used across Marlcliff over the last few weeks, fewer people seem to be logging in than earlier in the summer. Nothing has come through to us as a ticket, so I don't think anything is broken. But quiet usage without any noise is something I like to understand rather than assume, so I thought it best to ask you directly. How is the team finding it? I'd love to hear from you whether this is the usual holiday pattern, a change in who is looking at client sites and incidents, or something we could be doing better. You have 40 licences, and I want to make sure the account managers and the credit control team are getting real use out of them. Would half an hour sometime in the next couple of weeks suit you? I'm happy to work around your shifts and to fit in with whatever is going on at your end. If it would help to have Lewis Kerr join from our side, just say so. Just to close the loop, there's no agenda beyond listening and seeing what we can tidy up. I'll come back to you by the end of the week with a couple of slots if it's easier for me to propose them. Best wishes, Daniel Daniel Okafor Customer Success Manager, BG-Demo

Daniel, Thanks for being straight about it. Fair question. Short version: it's been a rough few weeks. We had a couple of incidents that kept me on the floor, and a few of the account managers have been off or moved onto other work. Some of the people who used it most simply haven't been looking. That's on us, not you. Nothing wrong with the tool as far as I know. But you're right to ask. I don't want it going quiet. The whole point was that account managers know every site and the control room can see what the client has heard from us. If people have drifted back to their old spreadsheets, I need to know which team, which shift. Yes to a catch-up. Mornings are better for me, before the handover. Send over a few slots and I'll pick one. Keep Lewis out of it for now, let's talk first and then decide if we need him. One ask: can you pull together who is using it and who isn't, by team? Then I can get the right account managers on it. Thanks, Sharon