Your support ticket: checking in

Hi Lorna, I'm Olivia, one of the support engineers at BG-Demo. I'm picking up your open ticket and wanted to write to you directly, as I know how much your client managers rely on seeing the full picture for each employer. We have been looking at it today and I don't yet have a final answer for you. I would rather tell you that plainly than guess. I can see usage across your team has dipped recently, and I'd like to be sure that is not because something is not working as it should. Could you tell me whether any of your client managers have stopped using B-Viz for a particular task, and whether anything has changed in the systems you connect? That would help me narrow it down. I'll update you again by the end of next week, even if it is only to say where we are. Kind regards, Olivia

Hi Olivia, Thanks for being straight with me. A couple of the client managers told me last week they had gone back to checking things by hand. Not all of them. It's mostly when they are close to a pay date, because they can't risk being wrong. Has the client been told? is always my first question, and I can't have my team telling an employer something the data doesn't back up. I'm not aware of any change on our side, but I'll ask our IT colleague to double check and come back to you. Please let me know as soon as you know more. Let's get it right first time. Thanks, Lorna

Hi Lorna, Thank you, that was very helpful, and it fits what we are seeing at our end. I've passed your comments to the engineers working on the ticket and marked it as a priority. I'll keep it open until your client managers confirm they can rely on what they see, rather than closing it on our say so. If your IT colleague finds anything on your side, please send it over and I'll add it straight to the ticket. In the meantime, I'd suggest your team keeps checking by hand near pay dates. It is the sensible thing to do until we are certain. I'll write again early next week with an update. Kind regards, Olivia