Thackwray Logistics / BB-Demo – Check In
Callcompleted
Thackwray Logistics · 2025-11-21 09:15
Amara Obi introduced herself as the new CSM. Active users are up by nearly a third to about ten, tickets are quiet, and Kelly Swainston agreed to give a value sentence ahead of the 3 Apr 2026 term end.
What was said
What this says
Current to 13 Oct 26Amara Obi introduced herself as the new CSM. Active users are up by nearly a third to about ten, tickets are quiet, and Kelly Swainston agreed to give a value sentence ahead of the 3 Apr 2026 term end.
What happened: Amara Obi, newly on the account, held her first check-in with Kelly on 2025-11-21. Kelly said reviews now start from shared facts and that she can spot returns problems before brands raise them.
Customer view: Nothing is raised with support, and staleness questions are settled by pointing people to the morning's data. Kelly wants answers that lead with what changed.
Commercial: Active use is about ten against 40 Growth seats, including some site ops managers. Kelly is considering the team leads on the second site.
Watch: The evidence does not show who holds the budget. Amara wants that person in the room, and the renewal conversation is planned for the new year with Sophie Ling.
Themes
Current to 9 Oct 26Theme
New CSM, value and renewal
Importance
renewal
Sentiment
positive
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Amara to send the usage chart and QBR options for the new year, after the end-of-year reviews.
- Kelly to send a short value sentence, and to try the what-changed wording and report back.
Risks
Current to 9 Oct 26- The budget holder was not named on the call and is not yet part of the renewal conversation.
- Kelly is cautious about adding team leads, and she wants no renewal step taken without her seeing it.
Opportunities
Current to 9 Oct 26- About ten active users against 40 Growth seats leave room to bring in the second site's team leads.
Transcript
Amara Obi NoneHello, Kelly? Can you hear me?
Kelly Swainston NoneHi, yes, I can. Morning. You're Amara, aren't you?- Amara Obi NoneThat's me. Good morning, and thanks for making time on a Friday. Let me introduce myself properly: I'm the customer success manager for Thackwray at BB-Demo now. I joined in the autumn and I've picked up your account. I've read through Marcus's notes and the history, but I'd much rather hear it from you. So, what does good look like for you this quarter?
- Kelly Swainston NoneOh, that's a proper question. Ha. Well, good looks like me not scrambling before reviews. We've got the end-of-year service reviews coming for the brands, and I want every client manager walking in with the same facts.
- Amara Obi NoneGreat, that's clear. Can I share a chart? Here's what the numbers say. People active in a typical month are up by nearly a third on the quarter before, about ten in there on average.
- Kelly Swainston NoneTen. Right. I asked a couple of the site ops managers to have a look since the autumn, so that'll be them as well as the client managers.
- Amara Obi NoneThat's good to hear, and it lines up with the chart. Who else should have access? You're licensed for forty, so there's plenty of room.
- Kelly Swainston NoneHm. Possibly the team leads on the second site. I don't want to flood people though. Returns first, then orders, that's the habit I want them in, and I'd rather they got it right before there are more of them.
- Amara Obi NoneFair enough. Slow and steady. I'll leave that with you, and if you want a hand with the walkthrough I'm happy to run it.
- Kelly Swainston NoneYes, maybe. Let me see how the reviews go.
- Amara Obi NoneNext thing on my page is tickets. You've raised nothing with us in the last month. Is that as quiet as it feels?
- Kelly Swainston NoneHonestly, yes. It just works. The only thing I'd say is that people ask me whether it's up to date, and I tell them it refreshes overnight and they should look at the morning's data. That seems to settle it.
- Amara Obi NoneGood. If anyone sees something stale, tell me, and I'll chase it the same day. I'd rather hear early than late.
- Kelly Swainston NoneOkay. Will do.
- Amara Obi NoneCan I ask what the team is actually using it for? Marcus said it was mainly returns.
- Kelly Swainston NoneStill is. The review wording Marcus showed me, the saved question, we all use it now. Each client manager asks the same thing before a review and gets the orders, the returns tickets and the notes in one go. What did the brand see? That's the question.
- Amara Obi NoneLovely. And has it changed how the reviews go?
- Kelly Swainston NoneA lot. They start from the facts. Nobody's arguing about whose spreadsheet is right. And I can spot returns problems before the brand raises them, which is what I always wanted.
- Amara Obi NoneThat's a great thing to be able to say. Do you mind if I write that down as the value, in your words? When it comes to the renewal I'd like it to be your sentence, not mine.
- Kelly Swainston NoneGo ahead. Though I'd better see it before it goes anywhere.
- Amara Obi NoneOf course. Nothing goes anywhere without you seeing it. While we're on the renewal, you're contracted to 3 Apr 2026, with the renewal date on 4 Apr 2026. I'd like to start that conversation properly in the new year, and Sophie Ling will be involved on the commercial side.
- Kelly Swainston NoneOkay. That's a way off, so that's fine. What do you need from me?
- Amara Obi NoneNot much now. Just what I said: the value in your words, and who else should be in the room when we talk, whoever holds the budget on your side. I'd like to avoid any surprises.
- Kelly Swainston NoneUnderstood. I wouldn't do anything without them anyway.
- Amara Obi NonePerfect. So, the quarterly review. Growth includes one, and I'd like to get the next QBR in the diary. Shall I send a couple of options after the end-of-year reviews?
- Kelly Swainston NoneYes. Not before, though. I'm head down until those are done.
- Amara Obi NoneUnderstood. I'll send times for the new year. And I'll put the usage chart in the email so you've got it.
- Kelly Swainston NonePlease. It's useful to show the team that people are using it. They like seeing the line going up.
- Amara Obi NoneIt's a nice line. One more question and then I'll let you go. Is there anything you wish it did that it doesn't, or anything that's annoying?
- Kelly Swainston NoneHm. Let me think. Not really. Oh, one thing. When I ask for a brand's whole history it sometimes takes me a minute to read. I'd like it to lead with what changed.
- Amara Obi NoneThat's something you can shape in how you ask, actually. Ask for what changed since the last review, and returns first. Try it, and if it doesn't work, send me the question and I'll look.
- Kelly Swainston NoneRight, will do. I'll try it on the next brand.
- Amara Obi NoneGreat. So, to recap: I send the usage chart and some QBR options for the new year, you try the what-changed wording and let me know, and you think about the team leads on the second site.
- Kelly Swainston NoneAnd I'll send you the sentence about value, when I've thought about it. It'll be short.
- Amara Obi NoneShort is perfect. Anything else from your side?
- Kelly Swainston NoneNo, that's me. Nice to speak, Amara. It's good to have a face on the account.
- Amara Obi NoneThank you, Kelly, and likewise. Have a good weekend.
- Kelly Swainston NoneYou too. Thanks, bye.
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