Thackwray Logistics / BB-Demo – Qbr
Callcompleted
Thackwray Logistics · 2026-02-23 15:45
About nine of forty users active on a given day, steady on the quarter. Steven Holroyd still wants a number for who is using it; a measure was agreed and two team leaders will be added ahead of the renewal paperwork.
What was said
What this says
Current to 13 Oct 26About nine of forty users active on a given day, steady on the quarter. Steven Holroyd still wants a number for who is using it; a measure was agreed and two team leaders will be added ahead of the renewal paperwork.
What happened: Amara Obi shared usage: forty licensed users, about nine active on a given day, up a couple of percent on the quarter before after a dip at the start of the year. Josh Pearce, the admin, joined a call for the first time.
Customer view: Josh reported nothing to raise, with refresh landing before seven and sources loading. Kelly Swainston again offered no pound figure but cited a returns pattern spotted before the brand raised it.
Commercial: Sophie Ling restated Growth at £44k a year, with the contract ending 3 Apr 2026 and renewing on 4 Apr 2026. Steven said he does not renew on autopilot and will want a number.
Watch: Value is still unquantified. Agreed measures are questions asked by client managers and reviews prepared from the brain.
Themes
Current to 9 Oct 26Theme
QBR usage and value measure
Importance
renewal
Sentiment
neutral
Voice
decision-maker
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Kelly Swainston to send the two team leader names today and Josh Pearce to add them.
- Josh Pearce to send Amara Obi names and last active dates before the renewal paperwork lands.
- Sophie Ling to send the renewal paperwork next week, with Amara Obi including both agreed measures in the next chart.
Risks
Current to 9 Oct 26- Steven Holroyd still lacks a pound figure for the value and will ask again who is using it before renewing.
- Only about nine of forty licensed users are active, so seat count may be questioned at renewal.
Opportunities
Current to 9 Oct 26- Adding two team leaders would widen use beyond the review crew.
- Operations staff have started looking at returns, which could extend use beyond client management.
Transcript
Amara Obi NoneHi everyone, can you hear me? Sophie, Kelly, I can see you both. Steven and Josh, still waiting on you.
Kelly Swainston NoneHi Amara. Grim weather over here, is it dry with you?- Amara Obi NoneDry, just. Cold though. Oh, I think Steven's coming in.
Steven Holroyd NoneAfternoon. Sorry, ran over from another meeting. Josh is just behind me, I think.
Josh Pearce NoneHere. Sorry, just sorting my audio. Can you hear me?- Amara Obi NonePerfect, thanks. Josh, we haven't had you on a call with me before, so I'm Amara, the customer success manager. You're the admin on your side, yes?
- Josh Pearce NoneYes, I look after the setup, the connectors, who's got access, that sort of thing.
- Amara Obi NoneBrilliant, that's exactly who I wanted. So this is the quarterly review. Before I share anything, what does good look like for each of you this quarter?
- Steven Holroyd NoneWho's using it. That's mine.
- Kelly Swainston NoneMine's the review prep. Whether the client managers get into the habit of starting from the facts.
- Josh Pearce NoneMine's that nothing breaks. Quiet is good.
- Amara Obi NoneLove it, all three noted. Right, I'll share my screen. Can you see the chart? Here's what the numbers say. Forty licensed users. The average number active on a given day over the last month is about nine. That's up a couple of percent on the quarter before, so steady rather than a jump. It dipped around the start of the year and it's come back.
- Steven Holroyd NoneNine of forty.
- Amara Obi NoneYes. I'd rather say it plainly than dress it up.
- Steven Holroyd NoneWho are they, the nine?
- Kelly Swainston NoneMostly my client managers, the review crew. Plus a couple from the operations side who've started looking at returns.
- Amara Obi NoneThat matches the activity I can see. And it's where I'd like to ask the question I always ask: who else should have access?
- Kelly Swainston NoneTwo team leaders, I'd say. I haven't added them because I wasn't sure about seats.
- Josh Pearce NoneThere's plenty of room, it's forty licensed. I can do it today if you give me names.
- Amara Obi NoneGood. And Josh, on the technical side. There are no tickets from your team in the last thirty days. Is that because all is well, or are there things you've not raised?
- Josh Pearce NoneHonestly, nothing to report. The refresh has been landing before seven when I've looked, and the sources are all loading. If it breaks I'll shout.
- Amara Obi NoneThat's the commitment, seven o'clock on business days, so good. I'll still keep an eye on records indexed, because flat there is the first sign of a source going quiet, even when nobody complains.
- Steven Holroyd NoneWhat's it saving us?
- Kelly Swainston NoneA returns pattern for one of the brands, for one. We saw it before they raised it and took the facts into the review rather than arguing about it afterwards.
- Steven Holroyd NoneThat doesn't give me a pound figure.
- Kelly Swainston NoneNo, and I'm not going to invent one. It's less scrambling, and the reviews start from the same numbers.
- Amara Obi NoneCan I suggest we agree a measure, then? Number of questions asked by the client managers, and number of reviews prepared from the brain. I'll put both in the next chart so Steven has something to hold on to.
- Steven Holroyd NoneThat'd do. Keep it short.
- Amara Obi NoneAlways. Sophie, did you want to say a word on the renewal?
Sophie Ling NoneYes, briefly, since Steven's here. The contract ends 3 Apr 2026 and renews on 4 Apr 2026. It's £44,000 a year on Growth, forty licensed users, and nothing on that has changed. I'll send the renewal paperwork next week so you've got time with it.- Steven Holroyd NoneIn good time, yes. I don't renew on autopilot.
- Sophie Ling NoneUnderstood. I'd rather you read it than just sign it.
- Steven Holroyd NoneAnd I'll ask again who's using it, and I'll want a number.
- Amara Obi NoneYou'll have it before you ask.
- Josh Pearce NoneDo you want the access list from me before the renewal paperwork lands?
- Amara Obi NoneYes please. Names and last active dates, if you can pull them. And I'll set up a short walkthrough, twenty minutes or so, for the two team leaders once they're in.
- Kelly Swainston NoneI'll send you the two names today. Let's take the facts to the next review and see if it holds.
- Amara Obi NoneLovely. Let's get the next QBR in the diary too, I'll send an invite after this.
- Steven Holroyd NoneFine. Anything else? No? Right.
- Amara Obi NoneThanks, everyone. Speak soon.
- Josh Pearce NoneCheers.
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