Thackwray Logistics / BB-Demo – Onboarding
Callcompleted
Thackwray Logistics · 2025-05-19 14:15
Helpdesk returns source is connected and loading. The orders export is blocked on IT approval of the tables, and two merged queues look under-counted. Client manager access waits on testing.
What was said
What this says
Current to 13 Oct 26Helpdesk returns source is connected and loading. The orders export is blocked on IT approval of the tables, and two merged queues look under-counted. Client manager access waits on testing.
What happened: Josh Pearce joined alone as Kelly Swainston was at a brand review. Laura Penhaligon confirmed the helpdesk source is connected and loading.
Customer view: Josh said the IT colleague "doesn't like surprises" and will likely approve once he has a list of tables. Client managers are not technical and mostly live in spreadsheets.
Watch: Two queues show far fewer tickets because old tickets moved under another brand label, and Josh has not finished the retagging write-up.
Commercial: Only Josh and Kelly log in. Client managers follow in a couple of weeks once orders are connected and known answers are tested.
Themes
Current to 9 Oct 26Theme
Orders access and queue mapping
Importance
neutral
Sentiment
neutral
Voice
user
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Laura Penhaligon to send Josh the list of tables to forward to the IT colleague.
- Josh Pearce to send the old and new queue names the next morning.
- Josh and Kelly to test known answers once the orders source is approved and connected.
Risks
Current to 9 Oct 26- The orders export is not connected until IT approves the tables, which delays testing and wider access.
- Unmapped merged queues make returns history under-count some brands.
- Josh's retagging write-up is still unfinished and Kelly was absent, so ownership may slip.
Opportunities
Current to 9 Oct 26- A twenty-minute walkthrough on their own data could ease the non-technical client managers in.
- Forty seats on the licence leave room for the client managers once the returns gate is met.
Transcript
Laura Penhaligon NoneAfternoon, Josh. Can you hear me?
Josh Pearce NoneAfternoon. Yes, fine. Sorry, I'm a minute late, I was stuck in the canteen queue.- Laura Penhaligon NoneHa, no worries, I'd have done the same. Kelly's not joining today?
- Josh Pearce NoneNo, she's at a brand review. She said to carry on and she'll read whatever you send over.
- Laura Penhaligon NoneFine. Then let's use the time properly. Last time we agreed returns first, then orders. Where have we got to? I can see the helpdesk source is connected and loading, which is good.
- Josh Pearce NoneYeah, that one went through. The service account was approved quicker than I thought. The orders export is the one I haven't done.
- Laura Penhaligon NoneOkay. What's stopping it, is it the access or something else?
- Josh Pearce NoneBit of both. The export lands in a reporting database that a colleague in IT looks after, and he wants to know exactly which tables we're reading before he gives me anything. Which is fair enough.
- Laura Penhaligon NoneCompletely fair. I can give you a list of what we'd read. Orders, order lines, the returns flag, brand identifier, dates. Nothing about customers' personal details unless you decide you want it. Would that satisfy him?
- Josh Pearce NoneI think so. He just doesn't like surprises. If I can forward him a list he'll probably say yes by tomorrow.
- Laura Penhaligon NoneI'll write that up straight after this call and send it to you, so you've got something to forward. Now, while we're talking, shall I share my screen and show you what the helpdesk data looks like on our side?
- Josh Pearce NoneYes please.
- Laura Penhaligon NoneRight, can you see that? This is the returns ticket source after the first load. You can see the records indexed on the left, and the brands on the right grouped by queue.
- Josh Pearce NoneYeah. That's more or less what I'd expect. Hang on, why have two of those queues got far fewer tickets than the rest?
- Laura Penhaligon NoneGood spot. Those might be the older merged ones you mentioned last time. Does that sound right?
- Josh Pearce NoneThat's it. When we merged them the old tickets got moved to a different queue name, so they'd be under another brand label. I'll need to dig that out. I did say I'd write it up and I haven't finished it. Sorry.
- Laura Penhaligon NoneDon't apologise, it's what this stage is for. If you can send me the old and new queue names I'll map them so the history joins up. It'll take me very little time.
- Josh Pearce NoneI'll do it tonight. Or first thing. Is that okay?
- Laura Penhaligon NoneFirst thing is fine. Moving on, I wanted to ask about people. At the moment it's only you and Kelly logging in, which is what we planned. When do you think the client managers get access?
- Josh Pearce NoneKelly wants to be sure about returns before she lets them in. Her words were she doesn't want them getting a daft answer. So I'd say a couple of weeks, once the orders are connected and we've tested a few brands.
- Laura Penhaligon NoneThat fits. We have forty seats on the licence, so there's no pressure on numbers, it's just about when you're ready. Would a short walkthrough for the client managers help when the time comes? Twenty minutes, on their own data.
- Josh Pearce NoneThat would help. They're not technical. Most of them live in spreadsheets.
- Laura Penhaligon NoneThen we'll keep it very plain. Ask a question, see the answer, see where it came from. That's all it needs to be at first.
- Josh Pearce NoneGood. I'll tell Kelly.
- Laura Penhaligon NonePlease do. Right, so to recap. I send you the list of tables for your colleague in IT today. You send me the queue names tomorrow morning. Once the orders are approved we connect that source, and then you and Kelly test known answers. Anything I've missed?
- Josh Pearce NoneNo, I think that's it. Thanks, Laura.
- Laura Penhaligon NoneLovely. Speak soon, Josh.
- Josh Pearce NoneCheers. Bye.
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