Thackwray Logistics / BG-Demo – Discovery
Callcompleted
Thackwray Logistics · 3 Jan 2025 13:00
Kelly Swainston wants one place for orders, returns and reviews. Steven Holroyd, Finance Director, asks who will use it and what it saves. Lewis Kerr gave a Growth ballpark of £56k including implementation, not final.
What was said
What this says
As at Fri 9 Oct 2026Kelly Swainston wants one place for orders, returns and reviews. Steven Holroyd, Finance Director, asks who will use it and what it saves. Lewis Kerr gave a Growth ballpark of £56k including implementation, not final.
What happened: Kelly described client managers building monthly service reviews by hand across the warehouse system, helpdesk, notes and email. Steven pressed on usage and savings before agreeing to a demo.
Customer view: Steven said he would not sign off on another tool that three people open once a month. He wants to know who is using it by the end of the first month.
Commercial: Lewis placed it in the Growth tier and quoted £56k in total, including the one-off implementation fee, so not an annual figure. A decision date of Fri 21 Mar 2025 was pencilled, and nothing is final until after the demo.
Watch: Steven wants the order form in good time and a breakdown with no surprises. A colleague in systems must be in the room for the demo.
Themes
As at Fri 9 Oct 2026Theme
Single client-management view
Importance
upsell
Sentiment
mixed
Voice
decision-maker
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Lewis Kerr to send the breakdown and demo dates the same day.
- Kelly Swainston to pick two brands and loop in the colleague in systems.
- Hannah Lowe to run the demo on sample data later in January.
Risks
As at Fri 9 Oct 2026- Steven Holroyd may not sign if he cannot see who will use it and what it saves.
- The systems colleague who owns the warehouse and helpdesk connections has not yet been involved.
- The £56,000 figure is a ballpark including implementation and is not final until after the demo.
Opportunities
As at Fri 9 Oct 2026- A Growth tier subscription for the client managers, with finance cost-per-order a possible later widening.
- Showing returns issues flagged by the customer before the brand raises them gives a clear value case.
Transcript
Lewis KerrHello, Kelly, can you hear me all right?
Kelly SwainstonLoud and clear, Lewis. Hi. Happy new year, a bit late.- Lewis KerrAnd to you. Good afternoon. Is Steven joining us?
- Kelly SwainstonHe's finishing something off, he said give him a couple of minutes. He'll be on. Honestly, first week back and every brand wants its review moved forward, so it's been brisk.
- Lewis KerrThat sounds familiar. Well, while we wait, can I just confirm what we're here to look at? My understanding is you're thinking about a single place where the client managers can see each brand's orders, returns tickets and service reviews together, and you'd like to have something in place by the end of March.
- Kelly SwainstonThat's it, yes. Returns first, then orders, that's how I think about it. If a brand is unhappy it's nearly always something in returns that's gone sideways, and by the time they raise it we're already behind.
Steven HolroydSorry, sorry. Steven here. Can you hear me? I've got the wrong headset.- Lewis KerrWe can hear you fine, Steven. Thanks for joining. Lewis Kerr, I look after new business at BG-Demo.
- Steven HolroydRight. Before we go on, who's going to be using it? I'm not signing off on another tool that three people open once a month.
- Kelly SwainstonFair question, and it's the right one. It's the client managers, every one of them. They're the ones who build the monthly service review for each brand, and at the moment they build it by hand.
- Lewis KerrCan I pick up on that, Kelly? Walk me through what building one by hand actually looks like. Where does a client manager start?
- Kelly SwainstonRight. So they start in the warehouse system for orders and dispatch, then they go to the helpdesk for the returns tickets, then there's a spreadsheet of notes from the last review, and then the emails with the brand. They stitch it together in a slide deck. It takes them a good chunk of time, and what I really don't like is that two client managers will pull the same thing slightly differently.
- Lewis KerrMm. And when the numbers differ, who settles it?
- Kelly SwainstonMe, usually. Which is not a good use of me.
- Steven HolroydWhat does it save us? In plain terms.
- Lewis KerrTo put a number on it, I'd rather do that once we've seen your own data, Steven, and I don't want to quote you something from memory. What I can say is the saving shows up in two places. The preparation time for each review, and the returns problems you catch before the brand raises them.
- Steven HolroydPreparation time I can see. The second one, how would I know?
- Kelly SwainstonBecause I'd be able to tell you which brands had a returns issue we'd flagged ourselves, and which ones they flagged to us. At the moment I can't.
- Steven HolroydHm. Go on, then.
- Lewis KerrCan I ask about the systems underneath? You mentioned the warehouse system and the helpdesk. Is there anything else the client managers rely on that would need to be in the picture? Finance, say, or the CRM?
- Kelly SwainstonFinance isn't really in it for the reviews. Steven, correct me, but it's the cost-per-order side you look at?
- Steven HolroydThat's mine, yes. It lives in the accounting system and I'd want to keep it there for now. Though if I could see cost per order next to the service review, I'd not complain.
- Lewis KerrThat's possible later, and it's a good example of how people usually start with one team and widen it. I'd be careful, though, not to scope it all on day one. Start with what Kelly's team needs and add finance once it's earning its keep.
- Steven HolroydSensible. I like a tool that earns its keep.
- Kelly SwainstonAnd then there's the technical side. A colleague in systems looks after the warehouse system and the helpdesk connection, and I'd want them in the room for anything you show us. I'm not going to promise on their behalf that something plugs in.
- Lewis KerrThat's exactly right, and I'd suggest the next call is a demo with our solutions engineer, Hannah Lowe. She'd run it on your own data rather than a canned example, so your colleague in systems can ask her the hard questions about how it connects.
- Kelly SwainstonGood. What would she need from us for that?
- Lewis KerrA little access to a sample of orders and returns tickets, nothing live. And I'd ask you to pick two brands, one you consider healthy and one that gives you headaches. It makes the demo more honest.
- Kelly SwainstonHa, I can name the headache one now. Fine, I'll pick.
- Steven HolroydRight. Ballpark. What are we talking about? I'm not asking you to commit.
- Lewis KerrUnderstood. Based on what Kelly's described, several teams wanting one view, this sits in our Growth tier. As we've scoped it so far the deal comes to £56,000 in total, and that includes the one-off implementation fee, so it isn't an annual figure. I'll send you the breakdown today so you can see how it splits, and the VAT position will be on it as well.
- Steven HolroydBreak it down properly. I don't like finding things on the invoice.
- Lewis KerrYou won't. That's the point of sending it ahead of time. And nothing gets quoted as final until after the demo, when we know exactly which connectors are in.
- Steven HolroydGood. And if it comes to it, send me the order form in good time. I don't sign things that land the day before.
- Lewis KerrNoted. Working back from the end of March, the date we've pencilled for a decision is Friday 21 March 2025, so there's room for the demo, a conversation with your colleague in systems, and a proper look at the paperwork without anyone rushing.
- Kelly SwainstonThat works for me. January for the demo, then?
- Lewis KerrLater this month. I'll send some options today, Kelly, and I'll copy Steven so he can see what's being planned.
- Steven HolroydDon't copy me on every email, just the ones with money in. And I'll want to know who's using it by the end of the first month. Not later.
- Lewis KerrUnderstood. Usage is something your customer success manager would walk you through anyway, so I'll make sure that's part of the plan rather than an afterthought.
- Kelly SwainstonBrilliant. Let's take the facts to the review, as I keep saying to the team. This might finally let us.
- Lewis KerrThen to recap. I send the breakdown and demo dates today. You choose the two brands and loop in your colleague in systems. Hannah runs the demo on your sample data. Anything I've missed?
- Kelly SwainstonNo, that's it. Thanks, Lewis.
- Steven HolroydAye, thanks. Speak soon.
- Lewis KerrThanks both. Have a good weekend.
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