Following up on our QBR

Hello Siân, Graham and Nikhil, Thank you all for your time on the review today. Just to close the loop, here is where I think we landed. The headline is that the brain is being used by far more people than it was last quarter. Active users have grown strongly, and the key-account, collections and complaints teams are asking it questions that used to need three systems and a lot of copying between spreadsheets. You have 180 licensed users on Enterprise and there is plenty of headroom still. On support, there was one high-priority ticket in the last month and it was handled. Nikhil, if anything about the load history is still bothering you, tell me and I will make sure the right engineer looks at it with you. Siân, I will send you a short written summary of what we covered so you can use it internally. I will come back to you by early next week with that. How is the team finding it day to day? Any thoughts are welcome, whether good or awkward. Best wishes, Daniel

Daniel, Thank you, that is a clear note. Good to see the adoption moving in the right direction. Two things I would like to see in the summary. First, what the customer sees: where does this show up in how we answer a business customer? Second, how does this hold up with Ofgem if a complaint is reviewed? Siân will have a view and I would like it included. If anything changes on the support side, tell me early, not late. Graham Tovey

Graham, thank you, understood on both points. I will build the summary around those two questions, starting with what a business customer's account manager or complaints handler can now see in one place. On the Ofgem point, I would rather Siân sets out how the complaint records are used, as she knows the rules better than I do, and I will make sure the write-up reflects her wording. Siân, could we find twenty minutes next week to go through it together? I'll come back to you with a couple of options. And noted on telling you early. You will hear from me first if anything changes. Best wishes, Daniel