Notes from our check-in
Email threadGemma Thorne agreed Amara Obi's notes but raised that some account managers distrust numbers whose source they cannot see. She wants a how-to draft first and asked to hold wider access until it is ready.
What was said
What this says
Current to 13 Oct 26Gemma Thorne agreed Amara Obi's notes but raised that some account managers distrust numbers whose source they cannot see. She wants a how-to draft first and asked to hold wider access until it is ready.
Ask: Gemma wants a draft how-to to try on one or two of the team, and the breakdown of who is asking questions, before she talks to Ian.
Customer view: Hand-built packs are not only habit. Some account managers did not trust a number because they could not see which source it came from, which may be a mapping question.
Next: Gemma will send a shortlist early next week. Kofi will check the source question with the account managers.
The thread
Updated 9 Oct 26Messages
Amara Obi 13 May 2026 12:29Hi Gemma, Thanks for your time on the call, and please pass my thanks to Kofi. Here are my notes so you can correct anything I've got wrong. What I heard: - Client reviews are the main use case. You want every account manager to start from the same agreed numbers, so the service desk and the account managers are telling the same story. - Usage is up well on the previous quarter. Average active users are in the high single figures against 40 licensed users, so there is plenty of room. - No tickets with us in the last month, and nothing overdue on invoices. - Some account managers are still building client packs by hand. You'd like to understand whether that is habit or a gap in the data. What I'll do: - Send you the breakdown of who is asking questions, split by team, so you can see where the quiet pockets are. - Put together a short how-to for pulling a client's fleet, queries and invoices into one view, written for account managers rather than data people. What I'd like from you: - A shortlist of the account managers you'd most like to bring on, and anyone in remarketing who should have access. The renewal isn't until 1 Dec 2026, so there's no rush on that, but I'd like us to have a clear picture of value well before then. Best, Amara
Gemma Thorne 14 May 2026 17:32Hi Amara, That's a fair summary, thank you. Two small things. First, on the hand-built packs: I don't think it's only habit. A couple of the account managers told me they didn't trust a number because they couldn't see which source it came from. Kofi has said he'll check that with them, so it may be a mapping question rather than anything wrong. Let's get the service desk in on this too, because they see what the client actually saw. Second, I'd rather not widen access until the how-to is ready. I don't want people logging in, getting a confusing answer and going back to spreadsheets. Send me a draft first and I'll try it on one or two of the team. I'll have the shortlist to you early next week. And yes, please do send the breakdown of who is asking questions, I'd like it before I talk to Ian. Thanks, Gemma