Finding a time to talk through the escalation
Email threadMarcus Bell asked Pieter van Dam for 30 minutes on the escalation. Pieter replied that he does want the call, prefers Tuesday or Wednesday morning next week, and asked for a list of open exception tickets with a plan for each.
What was said
What this says
As at Fri 9 Oct 2026Marcus Bell asked Pieter van Dam for 30 minutes on the escalation. Pieter replied that he does want the call, prefers Tuesday or Wednesday morning next week, and asked for a list of open exception tickets with a plan for each.
Ask: Pieter wants an invite and a concrete plan for each open exception ticket, not a general review.
Customer view: he apologised for the slow reply, blaming shipper reviews, and stressed that he wants the call. That reads as engaged but pressed, with the escalation still live.
Next: Marcus needs to send the invite and prepare the ticket list with a plan per ticket.
The thread
Updated 9 Oct 26Messages
Marcus Bell 20 Jul 2026 08:53Hi Pieter, Following the call last week, I'd like to get 30 minutes in the diary to go through the escalation properly and agree what happens next. I've pulled the numbers so we can look at them together: - how many of your 40 licensed users have been active lately - the tickets raised over the last few weeks - which of them are still open Happy to jump on a call whenever suits you. Would later this week or early next week work? Thanks, Marcus
Pieter van Dam 22 Jul 2026 12:59Marcus, Sorry for the slow reply, it was a busy week with the shipper reviews. To be clear, I do want the call. Next week is better for me, Tuesday or Wednesday in the morning. Please send an invite. Can you also bring a list of the open exception tickets, so we can make it concrete? I want to know what is the plan for each one. Groet, Pieter