Notes from our check-in

Hi Siân, Thank you again for your time last week. Just to close the loop, here are my notes from the check-in, so we are both working from the same page. What we saw - Activity in the brain has dipped again this quarter, and the fall is steeper than the one we talked about earlier in the summer. It is not spread evenly: a few teams have gone quiet while others are carrying on as before. - There have been a handful of tickets over the last month, two of them high priority. We agreed they were handled within the Enterprise response times, but you rightly pointed out that tickets being answered quickly is not the same as the teams being happy with what they get back. - The people who ask most of the questions are a small group. That is a risk in its own right, and we both said so. What we agreed - I will break the usage down by team and by person and send it to you by the end of this week, so you can see exactly where it has dropped off. - You will speak to the team leads in key accounts, collections and complaints and find out whether it is a habit that has slipped, a source that has stopped giving them what they need, or something else. - We will look again together before anything goes to Graham, so that he hears it from us early and with evidence behind it. One thing I want to say plainly: you have 180 licensed users, and the contract runs to 9 Jan 2027, so there is time to put this right, but I would rather we did it now than in the autumn. If I have got anything wrong in the notes, tell me and I will correct it. Best wishes, Daniel