The value of a named contact shows up on the bad days. When a traveller is stranded, the worst possible first step is explaining your account structure to somebody encountering it for the first time.
Each account has a named contact who already holds the context: who your travellers are, who may authorise a change, which routes recur, and what your tolerance is on a given evening. Escalation beyond that contact is defined at onboarding, in writing, so there is a second step rather than a dead end.
Reviews
Accounts are reviewed on a cadence you set. A review looks at what was actually spent against the schedule, which routes have grown, where service exceptions occurred and what caused them. The point is to adjust the arrangement to the travel you are really doing, rather than the travel you described when the account opened.
