Catching up on usage
Email threadMarcus Bell flagged a fall in logins with no tickets raised. Liam Doherty accepted leave explains only part of it, said regulars have stopped looking, and asked for a short one-pager for the depot managers.
What was said
What this says
Current to 13 Oct 26Marcus Bell flagged a fall in logins with no tickets raised. Liam Doherty accepted leave explains only part of it, said regulars have stopped looking, and asked for a short one-pager for the depot managers.
Ask: Marcus asked whether the fall was holidays or a change in how depot teams work, and whether the same few people still do most of the asking. He offered a call or a visit to a team meeting.
Customer view: Liam was candid that leave is not the whole story and that a fix is needed on his side. He wants a short guide to the three or four questions worth asking.
Next: Marcus to prepare the one-pager and offer a couple of times for next week.
The thread
Updated 9 Oct 26Messages
Marcus Bell 26 Aug 2025 11:23Hi Liam, Thanks for your time on the last call. I've been through the usage again this week and wanted to share what I'm seeing before we speak. The number of people logging in over the last month has dropped quite a bit compared with the previous quarter, and the numbers are noticeably lower than when we spoke in July. No tickets have come in either, so I can't point to a particular problem, and that's partly why I'm writing. I'd rather ask than guess. A few things I'd like to understand: - is it the summer holidays, or has something changed in how the depot teams work? - are the same few people still doing most of the asking? - is there anything we could set up or tidy to make it easier for the others to pick it up? I'm happy to jump on a call, or to come to one of your team meetings if that's easier. Shall we book half an hour? Thanks, Marcus
Liam Doherty 29 Aug 2025 10:17Marcus, Thanks for flagging it, and fair enough, I'd noticed it too. Part of it is leave, half the depot managers have been off at some point in August. I don't think that's all of it though, and I'd be kidding you if I said it was. Honestly, a couple of the regulars have got busier and just stopped looking. I need to get that fixed on our side. Doing things properly means me sitting down with them, which I haven't done enough of. Could you put together something short I can take to the depot managers? Even a one-pager on the three or four questions that are actually worth asking. I'll find a slot in the team meeting. Next week is better than this one. Come back to me with a couple of times. Cheers, Liam