Quarterly business review: scheduling

Dear Graham, Thank you for your time on the last call. I'd like to book the next quarterly business review and wanted to check with you first how you would like to run it. The headline for now: the account is steady. Invoices are up to date, nothing is open at high priority, and only one ticket was raised in the last month. The number of people using the brain each day has held level against the previous quarter, which I'm pleased about. For the review itself, I'd suggest we cover three things: - what the key-account, collections and complaints teams are getting from the brain day to day - where there is room to get more from the 180 licensed users - what you would like to see ahead of the renewal in January, so that nothing comes as a surprise Would you like to attend the whole session, or only the closing part, with Siân and Nikhil covering the detail? I'll plan around whatever suits you best. I'll come back to you by the end of the week with a proposed date once I hear from you. Best wishes, Daniel

Daniel, Thank you. Good to hear the headline is steady. I'll join for the closing part only. Siân and Nikhil should take the detail, and please agree the date with Siân first. I won't sign anything on the renewal without her view, so I want her comfortable with what you present. Two requests. Open with what the customer sees: how the brain helps us answer a business customer's question, or a complaint, faster than before. And tell me early if anything is likely to affect that. Early, not late. How does this hold up with Ofgem? If there is something in the review on complaint handling, please make sure it is a clear page and not buried. Graham Tovey Chief Customer Officer, Brimscombe Energy