Finding time for a check-in

Hi Imogen, Thank you for your time on the last call. I wanted to follow up properly, because I came away feeling we only scratched the surface. Looking at the support queue for Fenmoor over the past month, there have been four tickets and every one of them was marked high priority. That is not a pattern I like to see on an Enterprise account, and I would rather hear how it feels from your side than read it off a dashboard. How is the team finding it day to day? The other side of the picture is encouraging: usage has been climbing, with more of your underwriting operations people in the brain than a quarter ago. So the real question, as you might put it, is whether the growth is outpacing what the setup can comfortably carry. Could we find forty-five minutes or so next week? I am happy to work around your diary. Thursday or Friday would suit me best, but I will move things if another day is easier. If it helps, I can bring the ticket history and a short note on what we have already done about each one, so we spend the time on what matters rather than on housekeeping. I'll come back to you by the end of the week with a couple of slots in case it is easier for you to pick from a list. Best wishes, Daniel

Daniel, Thank you for writing, and yes, let's make it count. I would rather have the conversation than keep trading ticket updates. I will be candid: the tickets are not what worry me most. People here are using the brain more, which is what I wanted, and the capacity providers' oversight questions are the reason. What worries me is that when something goes wrong, our underwriters notice before we do, and I then have to explain it upwards. I've seen this work well when the vendor and the data team share the same picture of what is happening, and I'd like us to get back to that. Thursday morning works for me. Bring the ticket history, as you suggest, and I will bring the two or three examples that have been raised internally. If we can leave with an agreed way of flagging problems to me directly, before they reach the business, I would count that a good outcome. One other thing: I would like Priya involved in part of it, given she owns the commercial relationship. Could you check whether she can join for the second half? Best, Imogen