Follow-up from the QBR

Hi Liam, Aisha, Thanks for making the time for the QBR. I wanted to get a few notes over to you while it's fresh, and I've pulled the numbers so you have them in writing. Where things stand: - Usage is steady against last quarter, up slightly, but it's concentrated in a small group. Only a handful of the licensed users are active in a typical month. - Three tickets in the last month, none urgent, and nothing overdue on the billing side. - The connectors are loading as expected and the records are still coming in each night. The point Liam made on the call is the one I'd like us to act on: one view, across accounts, delivery-exception tickets and calls, only works if the depot account managers are in there too. Right now it looks like it's mostly revenue operations and a couple of others. What I'd suggest: - A short session with the depot account managers, run from their own accounts so it's not abstract. - Aisha and I go through the admin side together, so you're not holding it alone. Happy to jump on a call this week or next. Shall we book half an hour? Thanks, Marcus

Hi Marcus, Thanks for the notes, they're helpful. Just flagging a couple of things from my side. I've had a look at the user list in the admin page and I think I can see the pattern you mean, but is it me or are some of the depot managers not set up with logins at all? A few names I'd expect to see aren't there. I've attached a screenshot of what I'm looking at. Also, could you show me how to see which questions are actually being asked, and by whom? I'd like to know whether it's the same few people or whether it's spread out before we talk to the depots. I don't want to guess. Half an hour next week would be good for me. Tuesday is best, as I'm tied up with the operations review in the morning. Thanks, Aisha On 7 Jul 2025, at 17:19, Marcus Bell wrote: > The point Liam made on the call is the one I'd like us to act on: one view, > across accounts, delivery-exception tickets and calls, only works if the > depot account managers are in there too.

Hi Aisha, Liam, Thanks Aisha, that's useful, and the screenshot helps. You're right: a few of the depot managers were never given logins, so that's a gap on setup rather than anyone choosing not to use it. Easy to fix once you tell me who should be in. On the questions: there's a usage view in the admin area that lists questions by person. I'll walk you through it in the session so you can see it live, rather than me describing it. Proposal, then: - Tuesday next week for the two of us, half an hour, on the admin side and the user list. - Liam, if you can send me the names of the depot account managers you most want on it, I'll get the logins sorted before the depot session. Tom's copied in so he's across it, but there's nothing for him to do at this stage. Thanks, Marcus