"One strong example is how we handle store-specific incidents. When something happens in a particular store often open dedicated Teams chat to bring the right people together instantly. This allows for real-time updates quick decisions and fast resolution—without delays of formal escalation routes. It’s simple direct effective. Another great our response IT issues. Whether it's till failure or system outage process designed react quickly as problem happens. The teams are alerted immediately stores kept informed throughout. kind responsiveness prevents disruption avoids colleagues spending unnecessary time trying fix things themselves. These examples show that when communication quick targeted collaborative issue management becomes far more efficient less frustrating everyone involved.I thought Waitrose did this very well (will try get you copy.) We introduced Google Form all stores with targeted questions capture issues clearly. If similar had already been raised form would flag it link live Excel tracker allowing add their store number strengthen case. tracker auto-updated prioritise most support. Store Regional Managers access were encouraged review weight throughout week. Meanwhile Central Ops monitored real time triaging resolution. Weekly comms included updates like: “Thank 215 who flagged an availability layout X. being investigated we’ll share update tomorrow"" Or ideally resolution! gave confidence feedback was heard acted on. To manage resources only top 5–10 actively tracked. Lower-volume considered local owned by Manager raised them. Every Saturday at 2pm weekend held call tracker. At 9:15am Monday Trade Review meeting. Chair - sometimes Director Retail depending on scale if not led key financial headlines followed presenting (e.g. “215 X what’s update root cause impact?”). Business owners expected respond having worked resolve progress issue. Unresolved challenged rigorously customer-impacting topics discussed. By 10am meeting output became one-pager shared central teams board. No one wanted be listed “awaiting update” so Monday moved pace accountability importantly got stuff done!" Stores log trading via centralised system where each categorised department prioritised based risk impact. Operations oversee flow issues ensuring they’re directed appropriate resolution. I have experienced portal create incident alwys up Also I used voicemail can phoned through whilst move picked ops. A before suggestion above. allowed easy tracking clearer accountability. I business's ticketing systems/portals reporting size cetralised ownership resolution / back stores.