1. One account manager plus a team backup
The account manager assigned to you is supported by at least one backup colleague at PAN. If your main contact is away (holiday, illness) you reach the backup directly.
Problem-led solution
Has your agency gone 3 days without replying?
If your messages are not even marked as read, reports run late and a simple question now takes hours to answer, you are not alone. Most agencies carry a portfolio of 5-50 clients; once you slip down the list, effective communication stops. At PAN the communication model is different.
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 CEO of the agency I work with, only mid-level staff by message
- I do not even have Slack or Trello access, so I have no idea what is being done
What is the problem?
The problem most agencies share: scale versus service quality
If an agency manages 30-100 clients, each account manager carries 10-20 of them. Giving every client 30 minutes a day becomes impossible. The result: delayed replies to urgent messages, reports that feel mass-produced, and reaction times measured in days when something breaks. This is a structural problem; good intentions alone cannot fix it.
The communication model at PAN
Our guaranteed response-time standards
2. Guaranteed 24-hour reply in the WhatsApp group
Weekday messages are answered within 24 hours, guaranteed. For emergencies (a live campaign error and the like) the response time is 2-4 hours. The SLA is in writing.
3. A fixed 30-minute weekly call
The same day and time every week, 30 minutes. It is not cancelled or postponed (barring genuinely exceptional circumstances). Every channel is on the table.
4. A one-hour monthly strategy review
A one-hour review on a set day each month. The monthly report presented, the roadmap for the following month, and a KPI assessment.
5. Looker Studio and Slack access
Access to your Looker Studio dashboard 24/7. If you wish, you are invited into our Slack workspace to message your account manager directly.
Comparison
Typical agency communication vs PAN communication
| Typical agency (what you live with) | PAN Growth Partner |
|---|---|
| WhatsApp reply in 2-5 days | WhatsApp reply in under 24 hours (SLA) |
| Account manager unreachable | Account manager plus backup, no gaps |
| Meetings scheduled 1-2 weeks after you ask | Fixed weekly call plus 24h for urgent issues |
| Report a week late | Monthly review on a fixed date, Looker live 24/7 |
| Never met the CEO or half the team | You have met the whole team, transparent structure |
| Nobody reachable when a campaign breaks | Emergency WhatsApp line, 2-4 hour intervention |
See PAN's response speed for yourself in a 30-minute call
You will hear back on your meeting request within 24 hours. That first call is the best way to test how fast PAN communicates.