DEUTSCHE BANK
I have been delighted by the number of drivers who have stopped me and members of the Sales Team, expressing how much they are enjoying both the volume and the quality of work coming from our new high profile account, The Deutsche Bank.
Due to the sheer numbers of people and departments within the bank, the implementation strategy has been to phase in the various divisions over a set period of time with the completion date scheduled to take place by the end of September 99.
   At present, we are meeting with our contacts at the bank on a weekly basis at which time we review all issues relating to the account. The initial feedback from both our contacts and the users has been extremely positive, especially in areas relating to our taxi response times and the method in which we are processing the callers' bookings. So to all concerned, may I take this opportunity to thank you on behalf of our everyone at Brunswick House, while 

reminding everyone that we are only as good as the last booking we handled in our Call Centre, the last trip accepted and completed by the driver, the last service query managed by our Customer Services team and finally the accuracy of our last set of Management information.
To enable an operation of the size of Deutsche Bank to maintain a handle on their expenditure, it will always have to rely upon the quality of the information they will receive via the regular monthly invoicing process, along with reams of exception reports, which may in some cases identify areas of abuse that could ultimately cost their firm money.
During the lengthy negotiations with Deutsche Bank, which started in February 99, we have 

been able to convince them that the flexibility within our new Administration and Accounting system will satisfy every one of their service needs.
   The effort put in during the implementation of an account of this size can never be underestimated and special praise should go to the IT department and the Customer Services department who will be maintaining the account on a day to day basis.
   As we now look to take our service to a level which not only pleases our customer, but DELIGHTS them, a plea has been made by the customer and that is to all drivers who pick up from any of the bank's addresses, PLEASE USE A NAME BOARD AT ALL TIMES.
   The key ingredient throughout this successful project has been the teamwork generated throughout Brunswick House, it is now the turn of you, the members, to join this successful team in making sure that this is only the start of a long and fruitful partnership for everyone concerned.

David J Adelman
Senior Sales Manager UK