Our ‘Day in the Life of’ series will focus on a new team member every month. They’ll discuss their duties, what it’s like to work here, how many teas they drink, and everything else in-between. We hope you enjoy learning more about the people behind the software – one delightful blog at a time! This time we sat down with Shannon, more commonly referred to as Shan, our resident Account Manager for the 365 Smart Platform.
Shan assists with training requests, the implementation of additional features, and general day-to-day support. It’s her responsibility to manage client accounts once they’ve completed mobilisation with their dedicated project manager, or, in her own words, “when they’re ready to roll, you know, business as usual.” Read all about her below!
What experiences led you to 365 Response?
Shan has been with the company for 5 months, initially joining as a Project Manager before being moved over to the Commercial team to manage the accounts of our clients, both new and old. Our 365 Smart Platform exists to offer an end-to-end solution and drives considerable improvements for NHS Organisations, Local Authorities and Private Transport Providers.
Governance, assurance and enterprise-level security and scalability is at the heart of the 365 Smart Platform and supports all sizes of organisations to meet the regulatory needs across government and private sectors. Account Manager’s like Shan ensure that it’s easy for all of our customers to use our software regardless of how their business changes and evolves over time. As they grow, so do we, and together we navigate what it means to make difficult transport easy for each individual business. We were curious about what drew Shan to this particular role:
“I’ve always enjoyed talking to people and helping with any issues they may have. I used to work in bar management, so that role was very people-focused as well. My mum’s been a nurse for years, so I’ve been able to see the more rewarding elements of the healthcare world through her. It made me want to replicate that feeling for myself and others as well.”
Managing Accounts on the 365 Smart Platform
Every 365 Smart Platform customer receives dedicated support, account and project management, and a genuine listening ear – our hope is that you tell us your struggles so that we can remove them. We regularly hold open forums to listen to the thoughts and concerns of our customers because we learn and grow from listening to your first-hand experiences.
When a customer moves to business as usual, the 365 Response team will set out a specific plan and incorporate account reports and regular calls at a frequency that suits them. For example, this could be fortnightly or monthly depending on your availability. The system is fully customisable to suit client needs, whether they’re an ambulance service, arranging courier services for the healthcare sector, or looking to manage Home to School transport. Discussing the process of managing accounts of various sizes, Shan shared:
“The software is tailored to each customer’s specific needs, which means the account management process is too. I work out the account management schedule and plan what works best for them, making sure I’m available to help with whatever they might need. That’s what makes the role so fun – I get to work with a really wide variety of customers daily, so it keeps things fresh!”
“Making difficult transport easy.” This is at the heart of what we do at 365 Response. We work with Local Authorities, NHS, private and third sector organisations to improve the process of procuring and managing their transport requirements. We work with a variety of organisations, both large and small, assisting in the management of transport to allow them to navigate the more important aspect of providing care to their patient or service user. Shan currently oversees the accounts for 2 long-term customers of 365 Response, Bristol Ambulance EMS and Greater Manchester Mental Health NHS Foundation Trust.
Bristol Ambulance EMS, an independent ambulance service for both the NHS and private healthcare providers, has worked with 365 Response since 2017, utilising the 365 Smart Platform to digitise old paper processes. Greater Manchester Mental Health NHS Foundation Trust use the 365 Smart Platform Courier Module, which has been specifically designed to reduce the cost and increase efficiencies of non-patient transport for items such as bed linens, blood samples, post, and clinical waste. Both organisations can configure the software to assist with their daily tasks despite having different needs, and providing that tailored experience is what 365 Response is all about. When discussing the process of navigating different client relationships and requirements, Shan explained:
“It doesn’t matter if the company is small or large, both require the same level of post-mobilisation support. It’s the same processes, the same actions and the same meetings. There might be a larger amount of work to review for a bigger company because there are more individuals involved, but I try to make sure they all receive the same level of attention. That’s part of the reason why I find the role so rewarding, you really get to see the impact of your work on both scales. Our software really helps them achieve work that has such an impact, and it feels amazing to be a part of that.”
Logging Off from the 365 Smart Platform
As Covid restrictions begin to ease and the country slowly begins to return to a new and (hopefully) improved version of normality, we wondered what Shan was most looking forward to doing with her spare time:
“Lots of cocktails and generally enjoying life! A trip to Ibiza in the summer. We had Croatia booked earlier in the year, but that was cancelled because of the third lockdown. Mostly I just want to see family and friends without restrictions, that’s what I’m really looking forward to.”
Quickfire Round! Horror or comedy? Bowling or ice skating? Summer or winter? Ordering in or eating out?
“Comedy 100%, Richard Pryor’s deer gag is my favourite! Ice skating. I used to figure skate as a kid, but I’m like Bambi now… Winter clothes, but I love the sun! Eating out is one of my favourite things to do, so I’ll always be the first one to book new openings.”
To find out more about the 365 Smart Platform, or to discuss how our software can assist you with your transport requirements, please email us at [email protected] or give our friendly team a call on 0333 2027 365. We’re always here to help.