When someone's out of the office
Each account manager keeps client history in their own inbox. When someone is on holiday or moves on, their clients go quiet and the next person starts from scratch.
Before
- Client history lives in individual inboxes.
- When someone's away, clients wait.
- A handover means forwarding dozens of emails.
- Follow-ups slip through the gap.
After
- Client conversations are logged in one shared place, without anyone retyping them.
- Follow-ups are scheduled from the record, not from memory.
- Covering for a colleague means opening the account and reading the history.
- Leadership can see every relationship at a glance.