--000000000000e3a68406303c18b8 Content-Type: multipart/alternative; boundary="000000000000e3a68306303c18b7" --000000000000e3a68306303c18b7 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Thanks Laszlo! Really appreciate the support. Best, Derek *Derek Gordon* COO | *TheKey* 310-402-9968 [image: TheKey] On Thu, Mar 13, 2025 at 10:50=E2=80=AFAM Laszlo Kovacs wrote: > Hey Folks, > > > > Looking at the summary from Timon below and points from Derek, I=E2=80=99= m going > to schedule a call next week for us all to connect and align. I=E2=80=99l= l be sure > to include the appropriate folks from my side so we can dig into the issu= es > you=E2=80=99ve raised and determine if there is a gap in a process or jus= t > something we could do better. > > > > Best, > > > > *From:* Derek Gordon > *Sent:* Thursday, March 13, 2025 8:10 AM > *To:* Laszlo Kovacs > *Subject:* Fw: Billing issues > > > > Laz, > > > > Take a look at the below- some themes that are worth addressing: > > > > 1. increasing rate of double billing (haven=E2=80=99t heard this from = anywhere > but Canada yet) - what=E2=80=99s cause here & how do we address? > > > 2. increasing rate of bills not being received - same as #1 > > > 3. Lack of response to field inquiries / comms for process changes - > how do we ensure GMs are notified of any process changes & have a clea= r SLA > for timeline to get issues resolved? > > > > > > Get Outlook for iOS > ------------------------------ > > *From:* Timon Page > *Sent:* Thursday, March 13, 2025 5:33 AM > *To:* Derek Gordon > *Cc:* Timothy Thomas ; Chuck Terlesky ; > Dennis Fancy ; Joey Taylor ; > Sharon Speirs > *Subject:* Billing issues > > > > Good morning Derek > > > > As requested on our call on Tuesday, here are examples of billing issues > we have experienced recently. > > > > *Toronto*: > > > > 1. > 2. Double billing has been an issue of late that has unnecessarily > caused dissatisfaction with our perceived professionalism and competen= ce. > See example below: > 3. > > > > *6:08=E2=80=AFPM Gary Richmond *> wrote:* > > > > *As a guy that has been in finance and CEO of a company for 30 years, you > really should talk to your IT people and accounting people regarding this= .. > your system should never allow the same invoice to be paid twice.. that= =E2=80=99s a > basic internal* > > *Control that you guys should tighten up! * > > > > 2. > > 3. Timely resolution of billing issues. In this example, the client > first reached out on January 28th:: > > 4. > > > > *On Sat, Feb 22, 2025 at 8:37=E2=80=AFAM Jason Andrews *> wrote:* > > *Hello Sophia* > > *Not your fault (you are clearly caught in the middle) but I am extremely > ticked off with this ridiculous process and waiting for the Key to credit > our account. This has been going on for 4 weeks now and over a week sinc= e > your e-mail below. The Key are more than happy to continue billing my > credit card weekly but don't seem to have any urgency in returning