1. An account manager and a backup
Your account manager works alongside a named backup. If your main contact is on leave or unwell, you go straight to the backup without having to explain your account again.
Problem-led solution
Has your agency gone 3 days without replying?
If your messages go unanswered, reports run late and even a simple question takes hours to resolve, you are not alone. At agencies where each account manager carries many clients, reply times tend to stretch. At PAN the communication model is designed around this from the start.
Symptoms
Do any of these situations sound familiar?
- My WhatsApp message was read two days ago and there is still no reply
- The monthly report is a week late and I am the one chasing it
- I was told "your account manager has changed and the new person has not looked at the file yet"
- I asked for a meeting and was offered a slot two weeks later
- I spotted something wrong in a live campaign and need it fixed now, but I cannot reach anyone
- My questions about the invoice and the contract go unanswered
- I have never met the people who run my agency; I only message junior staff
- I do not even have access to the project tracker, so I have no idea what is being done
What is the problem?
A problem many agencies share: scale versus service quality
When an agency runs many clients with few account managers, the time available for each client shrinks. The result: slow replies to urgent messages, reports that feel mass-produced and reaction times measured in days when something breaks. This usually comes from structure rather than intent; good intentions alone do not fix it.
The communication model at PAN
Clear response-time standards
2. A reply within one working day
We reply within one working day during office hours. Urgent issues such as a live campaign error are not queued; they are handled first, and who to contact in an emergency, and how, is set out in writing when we start.
3. A fixed 30-minute weekly call
The same day and time every week, 30 minutes, with every channel on the table. If it ever has to move, the new time is agreed in advance.
4. A one-hour monthly strategy review
A one-hour review on a set day each month: the monthly report, the roadmap for the following month and a review of targets.
5. A Looker Studio dashboard and one shared channel
You can open your Looker Studio dashboard whenever you like; the data refreshes as often as each source platform allows. Messages with your account manager stay in one channel of your choice (a WhatsApp group or email).
Comparison
Common communication problems and how PAN handles them
| What often happens | PAN Growth Partner |
|---|---|
| WhatsApp replies take 2-5 days | A reply within one working day during office hours |
| Account manager unreachable | An account manager and a named backup |
| Meetings offered 1-2 weeks after you ask | A fixed weekly call, urgent issues handled first |
| Report a week late | A monthly review on a fixed date, dashboard open whenever you need it |
| Unclear who actually works on your account | The people on your account and their roles are set out in writing |
| Nobody reachable when a campaign breaks | An emergency contact route agreed up front, handled first |
Frequently asked questions
The questions we are asked most often on this topic
What does a digital agency do?
A digital agency plans and runs the work that grows a brand online: advertising, SEO, social media, web design and content. What sets a good agency apart is not only doing the work but being reachable. At PAN every client has an account manager and a backup, we reply within one working day during office hours, and there is a fixed weekly call.
How do we switch agencies, and what do you need from us?
A switch starts with giving the new team user access to your ad accounts, Google Analytics, Search Console and website. The healthiest set-up is for these accounts to be in your company's name, with the agency holding user access only. In the first week we review the live campaigns and tracking and share a written handover plan; the contract and handover terms with your current agency are yours to settle.
What does the fee depend on?
The monthly service fee depends on the number of channels, the volume of campaigns and content, and the reporting scope; ad spend is separate. After the first call we send a written proposal that sets out scope and fee line by line.
See how PAN communicates in a 30-minute call
We reply to your meeting request within one working day during office hours. The first 30-minute call is free and is the easiest way to see how we work.