Check-in notes
Email thread Merriott Lyle Distribution · cs
After the check-in, Daniel Okafor reported steady usage, four tickets in a month, two high priority, and no overdue invoices. Deepa Chauhan said two high priority tickets is too many and the regional directors have noticed.
What was said
What this says
Current to 13 Oct 26After the check-in, Daniel Okafor reported steady usage, four tickets in a month, two high priority, and no overdue invoices. Deepa Chauhan said two high priority tickets is too many and the regional directors have noticed.
Customer view: Deepa wants to see whether the same cause sits behind both high priority tickets, without a blame discussion. She wants adoption to start with credit control and the key-account managers, and will not promise the regions anything that is not there yet.
Next: Daniel owes a plain account of the two tickets by the end of the week, and Deepa will take the ticket summary to the account-data review.
The thread
Updated 9 Oct 26Messages
Daniel Okafor 28 Jul 2026 09:33Hi Deepa, Thank you for your time on the call. I wanted to send the notes over while they are fresh, and just to close the loop on the points we left open. Where we are: - Usage is steady. The number of people active in the brain each month is up a little on the previous quarter, but it is still a fraction of the 200 licensed users, so there is plenty of room in the branches that have not really started. - There have been four tickets in the last month, two of them high priority. I know you felt that was more than you would like, and I agree it is worth looking at together rather than treating each one on its own. - Nothing is overdue on the invoicing side, so I have nothing to chase there. What I said I would do: go through the two high priority tickets with our support team and come back to you with a plain account of what happened and what has changed. I'll come back to you by the end of the week with that. What I would like from you: a view on which branches or teams you would most like to see using it more. You mentioned credit control and the key-account managers in particular, and I would like to be sure we are focusing on the right people. How is the team finding it day to day? I would value your honest read, including the parts that are frustrating. Best wishes, Daniel
Deepa Chauhan 29 Jul 2026 08:06Daniel, Thanks for the notes, they match my recollection. On the tickets: yes, two high priority in a month is two too many for me, and the regional directors have noticed. I do not want this to turn into a blame question, I just want to understand which account, which branch, and whether it is the same cause both times. Show me where the pattern is, if there is one. On adoption, I would start with credit control and the key-account managers, then the branches that deal with the largest trade accounts. Let's get credit control in the room for the next account-data review so they can say what they need in their own words rather than me relaying it. One thing I would be careful about: I do not want to promise the regions anything that is not there yet. If there is a gap, I would rather say so. Send me the ticket summary when you have it and I will take it to the review. Thanks, Deepa