Our check-in and what comes next

Hello Sharon, Thank you again for your time on our recent call. I wanted to write down what I took away so that we both have the same picture. As I understood it, the account managers are coming back to B-Viz at their own pace after a busy stretch, and you'd like the control room to be looking at incidents and client sites there more consistently. You also mentioned wanting the account managers to check each client's recent incidents before they ring them, so nobody is caught out about what the client has already heard from us. From my side, I'll put together a short list of which teams are asking questions and which aren't, and a few example questions that fit the way your people work. I'll come back to you by early next week with that. One thing I'm not sure about: would it help if I ran a short session for the account managers, or would you rather handle that yourself first? I'm happy either way. I noticed one ticket came in recently. I'll just close the loop on that separately so it doesn't clutter this thread. Best wishes, Daniel Daniel Okafor Customer Success Manager, BG-Demo

Daniel, That matches my memory, thanks. Yes to the list. Please make it by team, then I can see who needs a nudge. On the session: do it. People listen to you better than they listen to me on this, and I'd rather they heard it from someone who isn't their boss. Keep it short though. Half the room will be on shift. Could you do a morning slot? Which site, which shift is the question for me, so I'll sort cover with the duty managers once you give me a day. Not this week, it's too tight. On the ticket, fine, sort it your end and tell me if it needs me. Thanks, Sharon

Sharon, That's very kind, and I'm glad to do it. I'll send you two or three morning options for the session early next week, along with the team list, so you can organise cover with the duty managers. I'll keep it to the essentials and make it practical, using real client sites and incidents so it feels like their day rather than a demo. I'll come back to you about the ticket once I've looked at it properly, and let you know only if it needs you. Thanks again for being so open with me. Do tell me if anything changes at your end. Best wishes, Daniel