The company's memory system maintains per-client records of the current situation, service objectives, ownership, past events, and upcoming items to track.

“So we have, um, we have this, this persistence of, for every client, um, what is happening right now, what are we trying to service, who owns what, what has happened so far-”

“... what are we tracking for next, right? What, what needs to happen immediately in the next couple of days? What are we tracking for the long term, right?”