Thackwray Logistics / BG-Demo – Kickoff
Callcompleted
Thackwray Logistics · 11 Apr 2025 14:15
Kickoff for Thackwray Logistics on Growth. Kelly wants orders, returns and service reviews in one place. Josh is the only admin and the IT lead must approve read access. Rollout is planned to start small.
What was said
What this says
As at Fri 9 Oct 2026Kickoff for Thackwray Logistics on Growth. Kelly wants orders, returns and service reviews in one place. Josh is the only admin and the IT lead must approve read access. Rollout is planned to start small.
What happened: Marcus Bell confirmed the Growth purchase and Laura Penhaligon proposed three first connectors: warehouse system, helpdesk and CRM. A fourth, SharePoint for service reviews, would follow.
Customer view: Kelly Swainston wants to know about a returns problem before the brand raises it. Josh Pearce explained that returns link to tickets through a reference typed in by hand, so it does not always match.
Commercial: The customer asked about the contract end of 3 Apr 2026 and was told nothing done now changes the term. Adoption is the lever: forty licences, with a small first group of client managers.
Watch: Josh is the only systems admin, with an IT colleague as a possible second. The IT lead may block access if it covers more than the order and returns tables.
Themes
As at Fri 9 Oct 2026Theme
Growth kickoff and scope
Importance
neutral
Sentiment
positive
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Laura Penhaligon sends the plan and the table list to Josh and Kelly on the day of the call.
- Josh takes the table list to the IT lead and sounds out a colleague as a second admin.
- Kelly picks the brand for the check and the first client managers, and Marcus Bell books a short check-in after the first connector is live.
Risks
As at Fri 9 Oct 2026- Josh Pearce is the only admin on the systems side, a single point of failure for the Growth subscription.
- The IT lead may refuse read access if it is wider than the order and returns tables, which would slow the first connector.
- The typed-in returns reference does not always match, which could undermine trust in the first answers.
Opportunities
As at Fri 9 Oct 2026- Spread use across the forty licensed users, starting with the client managers most likely to try it.
- Add the service reviews on SharePoint as a fourth connector once the first three load.
Transcript
Marcus BellAfternoon, everyone. Can you all hear me alright? I can see Laura, and Kelly, and I think Josh is just coming in.
Josh PearceHi, yes, sorry, the meeting link wanted me to update something first. Can you hear me?- Marcus BellLoud and clear. Good, that's everybody.
Kelly SwainstonAfternoon all. Apologies if I'm a bit distracted, I've got a brand review on Monday and I'm still pulling it together. Returns first, then orders, as always.
Laura PenhaligonHa, that sounds familiar. Afternoon, Kelly. Afternoon, Josh. I'm Laura, I'll be your implementation consultant, so I'm the one who'll be in your inboxes most over the next few weeks.- Marcus BellAnd I'm Marcus, customer success. I'm here to make sure that once Laura has built it, it actually gets used. Right, let me share my screen and I'll say what I want to cover, and then Laura can go into the detail.
- Marcus BellCan you see that? It's just a simple list. One, what you've bought and what's in it. Two, which systems we connect first. Three, who does what on your side. Four, the plan and what happens in the first couple of weeks.
- Kelly SwainstonYep, I can see it. That's about right. Josh, you're on the hook for the who does what bit, I'm afraid.
- Josh PearceI had a feeling. That's fine.
- Marcus BellSo, what you've bought. You're on Growth, forty-four thousand a year, forty licensed users, and the brain runs inside your own Snowflake account, so your data doesn't leave your estate. Implementation is a fixed fee on top of that and it runs about eight weeks. I've pulled the order form, and what I want to check is that the picture in my head matches what Kelly had in mind when she signed it.
- Kelly SwainstonGo on then, what's in your head?
- Marcus BellThat the client managers get one place to see each brand's orders, returns tickets and service reviews together, so the monthly review starts from the facts and not from whoever has the loudest spreadsheet.
- Kelly SwainstonThat's it exactly. At the moment a client manager asks me what the brand saw, and I've got to go to the warehouse system, then the helpdesk, then the brand's own portal, and by the time I've got it together the brand has already emailed three times. I want to know about a returns problem before the brand raises it.
- Laura PenhaligonRight, and that helps me a lot, because it tells me what to connect first. Can I ask, when you say the warehouse system, is that one system across both sites, or does each site have its own?
- Josh PearceOne system, but two sites configured in it. They share the order tables, the sites are just a field. Returns are the messy bit. Returns are booked in at the dock in the warehouse system, but the ticket the client manager sees lives in the helpdesk, and the link between the two is a reference somebody types in.
- Laura PenhaligonOkay. Typed in by hand. So that reference won't always match.
- Josh PearceNo. Most of the time, yes. Not always.
- Kelly SwainstonWhich is why I want it. If the data says a return was booked in and the ticket says nothing, that's exactly the thing I want to see before the brand does.
- Laura PenhaligonFair enough. So here's how I'd sequence it. Growth gives you up to eight connectors. I'd not use all of them on day one. I'd start with three: the warehouse system for orders and returns, the helpdesk for tickets, and your CRM for the brand accounts and who owns them. Once those are loading and you trust what you see, we add more.
- Kelly SwainstonWhere do the service reviews sit? We keep those in documents on the shared drive.
- Laura PenhaligonThat would be a fourth. If it's SharePoint or Google Workspace, both are fine. Which is it?
- Kelly SwainstonSharePoint. Though honestly half of them are in people's own folders, so don't expect a tidy library.
- Laura PenhaligonNobody ever has a tidy library. We'll take what's there and see what it looks like. It's often useful in itself, because you find out who's keeping reviews and who isn't.
- Kelly SwainstonMm. That might be an uncomfortable conversation, but yes, let's take the facts to the review.
- Marcus BellJosh, can I bring you in? Laura will go through this in more detail, but I want to flag the admin side. The admin is the person who approves connectors, looks after who's got a licence and is the first call if something stops loading. From what Kelly said, that's you.
- Josh PearceYeah, that's me, for now anyway. There's only me on the systems side, so if I'm on leave there isn't really anyone else.
- Marcus BellRight, and that's worth saying out loud, because one admin is fine to start with but it's a bit of a single point. Could somebody else on your team be a second admin, even if they don't do much?
- Josh PearceI could ask. There's a colleague in IT who covers when I'm out. I'll sound him out.
- Kelly SwainstonDo. I don't want the whole thing stuck because Josh is at the dentist.
- Josh PearceThanks, Kelly.
- Laura PenhaligonRight, access. This is where it usually slows down, so I'd like to be straight about it. For each connector we need a read-only account, and we need it set up by someone who can approve it on your side. Josh, for the warehouse system, who would that be?
- Josh PearceMe, technically, but our IT lead will want to see what it's allowed to read before he signs off. He's cautious, which is his job. If it's read-only and limited to the order and returns tables, he'll be fine. If it's the whole database he won't be.
- Laura PenhaligonThat's absolutely fine. We only need the tables that matter for what Kelly described. I'll send you a short list of exactly what we'd read, table by table, and you can show him that. Would that help?
- Josh PearceThat would help a lot, yes.
- Kelly SwainstonCan I ask something slightly different? Who's going to be using this? Because I've got client managers who are brilliant with brands and allergic to anything new.
- Marcus BellThat's a good question and I'd start small. You've got forty licences. I wouldn't hand out all forty in week one. Pick the client managers who are most likely to actually try it, get a few real questions answered, and let the others see it working.
- Kelly SwainstonSo the sceptics see somebody else get the answer in thirty seconds.
- Marcus BellThat's usually how it goes, yeah. And I'll pull the numbers once you're live, who's asking what, so we can see where it's catching on.
- Kelly SwainstonGood. I don't want it to be only me asking questions. I'd rather it was the whole team.
- Marcus BellAgreed. One person asking most of the questions is a bit of a risk, if that person moves on. I'm not saying that's you, I'm saying it's the thing I watch for.
- Kelly SwainstonNoted. I'll get the team involved early.
- Laura PenhaligonOkay, the plan. Week one is access and the first connector, orders and returns. Week two is the helpdesk and the CRM. After that we check the data against something you already know, say one brand's returns last month, and see whether the brain agrees with what you'd have said. If it doesn't, I want to know why before anyone else sees it.
- Kelly SwainstonI like that. Use a brand I know well. We'll use one of the health and beauty ones with a lot of returns, because I'll spot it straight away if it's wrong.
- Laura PenhaligonPerfect. Pick the brand and tell me, and I'll build the check around it.
- Josh PearceOne thing. The renewal. I've seen the contract runs to 3 Apr 2026. Is anything I do now going to affect that?
- Marcus BellNo, nothing you do now changes the term. That's just the end of the first year, and I'll be in touch well before it. Honestly I'd rather we spend the year making it useful than worrying about that.
- Josh PearceFine. Just wanted to know.
- Kelly SwainstonRight, so what's the list? Who sends what?
- Laura PenhaligonI'll send the plan and the table list to Josh and Kelly today, before you all disappear for the weekend. Josh, you take the table list to your IT lead and tell me if he's got questions. Kelly, you choose the brand for the check and the first few client managers.
- Kelly SwainstonDone. I'll do it on Monday, once the review's out of the way.
- Marcus BellAnd I'll put in a short check-in after the first connector is live. Shall we book thirty minutes? I'll send something round.
- Kelly SwainstonPlease. Thanks, all. This was more useful than I expected.
- Josh PearceCheers. Speak soon.
- Laura PenhaligonHave a good weekend, everyone.
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