Thackwray Logistics / BB-Demo – Renewal
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Thackwray Logistics · 2026-03-03 16:30
Finance Director Steven Holroyd challenged value on a Growth renewal, noting nine or ten active users out of forty. Kelly Swainston backed the product but gave no pound figure. Two options are to be sent in writing.
What was said
What this says
Current to 13 Oct 26Finance Director Steven Holroyd challenged value on a Growth renewal, noting nine or ten active users out of forty. Kelly Swainston backed the product but gave no pound figure. Two options are to be sent in writing.
What happened: Amara Obi opened with usage, which Steven Holroyd framed as about a quarter of the seats paid for. Sophie Ling set out two routes: renew Growth at £44k or look at Enterprise, which she has down as a deal total of £110k.
Customer view: Steven said he is not renewing on autopilot and would not buy Enterprise because it sounds grand. Kelly said Growth does what client managers need and the issue is getting more of them on it.
Commercial: Sophie corrected Steven when he heard £110k as a yearly price and promised a written split of one-off and annual amounts. Settlement is aimed for Tuesday 31 March 2026, ahead of the contract end on 3 Apr 2026.
Watch: Kelly could not put a pound figure on the saving. Steven will want to know why if the usage number does not move. Payments are clean, so this is a value question, not a money one.
Themes
Current to 9 Oct 26Theme
Growth renewal value challenge
Importance
renewal
Sentiment
mixed
Voice
decision-maker
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Amara Obi to run a half-hour session with newer client managers and send a usage summary including returns tickets before the end of the week.
- Sophie Ling to send both options in one email with the breakdown, aiming for Tuesday 31 March 2026.
- Kelly Swainston to supply names of client managers who have never logged in.
Risks
Current to 9 Oct 26- Steven Holroyd sees only about a quarter of forty seats in use and has no pound figure for the saving.
- He may stay on Growth and reject the Enterprise option, which was briefly mistaken for a yearly price.
- He wants to know why before signing if usage does not move.
Opportunities
Current to 9 Oct 26- Kelly Swainston named newer client managers who could be onboarded onto the unused seats.
- Both options sent in writing with a clear split of one-off and annual amounts could keep the renewal on track.
Transcript
Amara Obi NoneAfternoon, everyone. Can you all hear me alright?
Kelly Swainston NoneLoud and clear. Afternoon, Amara.
Steven Holroyd NoneAye, I can hear you.
Sophie Ling NoneHi all. Sorry, just getting my camera to behave. There we go.- Amara Obi NoneLovely. Steven, Lindsey, I don't think we've properly met, so I'm Amara, I'm the customer success manager for Thackwray. Sophie looks after the commercial side. Is Lindsey with us?
Lindsey Ward NoneI'm here, yes. Dialled in from the finance office. I'll mostly listen, if that's alright.- Steven Holroyd NoneRight. Before anything else. Who's using it?
- Amara Obi NoneFair question, and it's the one I wanted to start with anyway. Here's what the numbers say. You've got forty licences, and over the last thirty days it's averaged nine or ten people active. That's up on the previous quarter, so it's moving the right way.
- Steven Holroyd NoneNine or ten out of forty. That's about a quarter of what we're paying for.
- Amara Obi NoneIt is, yes. I'm not going to dress that up. But I'd say who is in that nine or ten matters more than the headline, and Kelly can speak to that better than me.
- Kelly Swainston NoneSo, I've got a service review for one of the brands later this week, and that's exactly how I'm using it. Returns first, then orders. I pull up what the brand saw on returns tickets, line it up against their orders, and I walk in with the facts rather than a feeling.
- Steven Holroyd NoneAnd before? What did that look like?
- Kelly Swainston NoneHonestly, a lot of people pulling orders from one place and returns from another and then arguing over whose spreadsheet was right. The client managers who use it have stopped doing that. The ones who don't, still do.
- Steven Holroyd NoneHm. What does it save us, though? In money, not in arguments.
- Kelly Swainston NoneTime, mainly. Prep for a review used to eat a big chunk of the week. And we catch returns patterns before the brand raises them, which is the bit they actually care about. I can't put a pound figure on it today, Steven, I'll be straight with you.
- Steven Holroyd NoneRight. I'd rather have honest than clever.
- Amara Obi NoneWhich is fair, and it's something I can help with. On the service side, there was a single ticket in the last month, and it's closed. Nothing high priority at all.
- Steven Holroyd NoneGood. I like quiet.
- Lindsey Ward NoneCan I just say, from our ledger, nothing is outstanding with you. Everything's been paid, nothing overdue. So on my side it's only a question of which invoice I'm expecting and when.
- Sophie Ling NoneThanks, Lindsey, that's helpful, and it's appreciated. So, Steven, shall I run through where we are on the renewal?
- Steven Holroyd NoneGo on. And send me the paperwork in good time, I'm not renewing on autopilot.
- Sophie Ling NoneUnderstood, and that's exactly what I want to avoid. So today you're on Growth, forty users, forty-four thousand a year. The contract ends on 3 Apr 2026 and it renews on 4 Apr 2026. There are two ways we could go. One, you renew Growth as it stands at £44,000. Two, we look at Enterprise, which I've got down as a deal total of £110,000.
- Steven Holroyd NoneHang on. A hundred and ten thousand a year?
- Sophie Ling NoneNo, no, and thank you for stopping me. That's the total value of the deal, not a yearly price. I'll split it out in writing so there's no doubt what's one-off and what's annual.
- Steven Holroyd NoneAye, do that. Because I'm not buying Enterprise because it sounds grand. If nine or ten people are using forty seats, why wouldn't we stay exactly where we are?
- Sophie Ling NoneThat's a perfectly reasonable position. Growth might well be the right answer. I'd just rather you saw both before the end of the month than found out about the second in a corridor.
- Kelly Swainston NoneFrom my side, Growth does what the client managers need. If anything the issue's getting more of them on it. Not a bigger package.
- Amara Obi NoneWhich is my other question, actually. Who else should have access? Thirty or so seats are sitting there. Are there client managers or team leads who've never logged in?
- Kelly Swainston NoneA few, yes. The newer ones mainly. I can give you names. Some of them just need someone to sit with them for half an hour.
- Amara Obi NoneI can do that. Let's get that in the diary, one session, no slides, just their own brands on screen.
- Steven Holroyd NoneIf that moves the usage number, I'll listen. If it doesn't, I'll want to know why before I sign anything.
- Amara Obi NoneAgreed. I'll send a short usage summary before the end of the week so you've got something to hold the renewal against. Nothing fancy, active users, who's asking questions, and the one ticket.
- Sophie Ling NoneAnd I'll send both options in one email, with the breakdown. We're aiming for Tuesday 31 March 2026 to have it settled, ahead of the contract end. If you need longer, say so, and we'll work back from there.
- Steven Holroyd NoneThat date's fine. Send it early. I'll read it properly.
- Lindsey Ward NoneAnd I'll watch for the invoice once Steven says yes. Nothing else from me.
- Kelly Swainston NoneQuick thing, Amara. Can you include returns tickets in that summary? It's what I'd show the team.
- Amara Obi NoneYes, will do. Anything else from anyone? No? Right. Thanks, everyone. That was a really useful conversation.
- Steven Holroyd NoneAye. Cheers. Speak soon.
- Sophie Ling NoneSpeak soon. Bye all.
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