# Customer Response Project, meeting 3: rough notes

*FICTIONAL PRACTICE MATERIAL. Fernway Group and everyone named here are invented for AI Tools Academy practice. No real people, customers or events.*

**Date:** Tuesday 22 September 2026, 9:00am to 10:05am
**Present:** Priya Shah (chair), Tom Elliott, Maya Roberts, Ravi Menon, Dan Okafor (joined 9:30), Sam Hollis (Midlands depot supervisor, on Teams for the first half hour), Leah Bennett (notes)
**Apologies:** Sam Price and Alex Doyle (both on customer visits)

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- Priya recap: project aim is every customer issue gets acknowledged and has a named owner. Update due to the board on Thurs 1 Oct.
- Website contact form: Maya confirmed it WAS going to the old sales inbox. Ravi redirected it last Weds. Found approx 60 unanswered messages in the old inbox, oldest from May.
  - Maya: we can't just send a blanket sorry email to all of them
  - Tom: account managers should ring the bigger accounts personally
  - Agreed all 60 need reading and splitting by region before anyone replies. (who's doing the split??)
- Form auto-reply still says "we aim to respond within 24 hours". We don't. Needs rewording before more people use it.
- Ticketing system: Ravi to shortlist 3 options with rough costs. By Friday... Ravi then said actually end of next week, he's on the server migration Thurs/Fri. Tom: need something to show the board on the 1st. Priya: "see what you can do". Left there.
- Tom suggested dropping the complaints phone line and going email only, easier to track. Maya strongly against, some customers won't use email. Priya: let's think about it, park for now.
- DECIDED: from Thurs 1 Oct every complaint gets a reference number and goes in a shared tracker, even before any new system. Maya will set up the tracker spreadsheet by Weds 30 Sept.
- Budget: Dan (joined late) thinks anything over about £4k a year needs Erin's sign-off. Priya: "so let's say £4k cap then". Dan: would need to check the figure with Erin first.
- Sam said the delivery complaint numbers for last quarter are in the depot log. Sam to send them round before the next meeting.
- Someone should let the account managers know what to say if customers ask why nobody replied to their form messages.
- Priya to send the board update draft to Tom and Dan by Tues 29th for comments.
- Next meeting in two weeks, Priya to send invite.

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*Notes typed up quickly by Leah. Not checked with attendees.*