Quick check-in call
Email threadMarcus Bell asked for a check-in and Nicola Brearley replied on 30 Oct 2025 that account managers use the brain more than she expected. Friday at 10:00 was agreed. She will bring requests from the team.
What was said
What this says
As at Fri 9 Oct 2026Marcus Bell asked for a check-in and Nicola Brearley replied on 30 Oct 2025 that account managers use the brain more than she expected. Friday at 10:00 was agreed. She will bring requests from the team.
Customer view: Nicola said some account managers now open the brain before ringing a customer back, which she called the whole idea. This is direct evidence of embedded use from the customer's side.
Ask: She wants to show Marcus a couple of things the team has been asking about. The thread does not say what they are.
Next: Marcus will send an invite for 10:00 and share his screen to go through usage together.
The thread
Updated 9 Oct 26Messages
Marcus Bell 28 Oct 2025 10:45Hi Nicola, Hope the week is going well. I'd like to book a check-in call with you, happy to jump on a call whenever suits. I've pulled the numbers for Harcastle and they look good: active users are up on the previous quarter, and nobody has needed to raise a ticket in the last month, which I'm taking as a good sign. What I'd like to cover: - how your account managers are finding the combined view of collections, missed-collection tickets, calls and invoices - whether any teams are still working outside the brain - anything you'd like us to look at before the year end Shall we book 30 minutes later this week or early next? Let me know what works and I'll send an invite. Thanks, Marcus
Nicola Brearley 30 Oct 2025 14:25Hi Marcus, Sorry for the slow reply, it's been a week of complaints and I've been in depot reviews most of it. Good to hear the usage is moving the right way. The account managers are using it more than I expected, to be honest. A couple of them now open the brain before they ring a customer back, which was the whole idea. I can do Friday morning, anytime after 09:30, or Monday afternoon. Friday is better for me because I'd like to show you a couple of things the team has been asking about. Thanks, Nicola On 28 Oct 2025, at 10:45, Marcus Bell wrote: > Shall we book 30 minutes later this week or early next? Let me know what works and I'll send an invite.- Marcus Bell 30 Oct 2025 15:35Hi Nicola, Friday works for me. I'll send an invite for 10:00 and share my screen at the start so we can go through the usage together. Bring whatever the team has been asking about and we'll see what we can answer on the call, and what I need to take away. Speak Friday. Thanks, Marcus