Thackwray Logistics - QBR
Documentfinal Thackwray Logistics · qbr_deck · final · 2026-08-20
Final QBR deck dated 20 Aug 2026 for an Enterprise customer. It reports £110k contracted annual recurring revenue, 150 licensed users and active users down by around a fifth on the previous quarter. The term ends 3 Apr 2027.
What it says
What this says
Current to 13 Oct 26Final QBR deck dated 20 Aug 2026 for an Enterprise customer. It reports £110k contracted annual recurring revenue, 150 licensed users and active users down by around a fifth on the previous quarter. The term ends 3 Apr 2027.
What it is: a customer-facing QBR deck presented by Amara Obi, marked "Status: Final". It reviews usage, value, support and next-quarter actions. It is not a contract and sets no service terms.
Usage: "Average active users have fallen by around a fifth compared with the previous quarter." Active users sit "in the high twenties" against 150 licensed seats.
Support: three tickets in 30 days, one high priority, "being reviewed against the Enterprise first response commitment". No outcome is given. Invoices are not overdue.
Not settled: why usage fell, and any measured value figure ("We have not been given a measured value figure"). Actions carry loose timings, not dates. The renewal notice is due three months before 3 Apr 2027, and the next QBR is not yet booked.
As found in this document
Current to 9 Oct 26- Date end3 Apr 2027Source: object_read:doc_157_014
- Date renewal3 Apr 2027Source: object_read:doc_157_014
The document
Body
Thackwray Logistics - QBR
Quarterly business review, Enterprise tier Presented by Amara Obi, Customer Success Manager, BB-Demo Date: 20 Aug 2026 Status: Final
1. Where we are
| Item | Position |
|---|---|
| Customer since | 4 Apr 2025 |
| Tier | Enterprise |
| Contracted annual recurring revenue | £110k |
| Licensed users | 150 |
| Current term ends | 3 Apr 2027 |
| BB-Demo account owner | Sophie Ling |
| Customer Success Manager | Amara Obi |
Thackwray runs contract logistics and e-commerce fulfilment for health and beauty brands from two sites near the M18. Client managers use the brain to see each brand's orders, returns tickets and service reviews in one place.
2. Usage: here's what the numbers say
Read the whole document (3,725 characters)
- Licensed users are 150. The number of people actually active in a typical month sits in the high twenties, so the licence is used by only a small share of the seats you have paid for.
- Average active users have fallen by around a fifth compared with the previous quarter. That is the headline for this review and we want to understand it rather than explain it away.
- There is a lot of headroom. Most of the Enterprise user allowance is unused, which is an opportunity as much as a risk: the right teams, given access, would change the picture quickly.
What the usage data does not tell us is why the drop happened. It does not show whether a team stopped asking questions, whether people moved on, or whether the work moved into another tool. We would like Thackwray's view on that.
3. Value
- Client managers asking one question across orders, returns tickets and service reviews, instead of reconciling three systems by hand, remains the core value of the brain for Thackwray.
- We have not been given a measured value figure for this quarter, and we will not put one on the page. A shared view of what good looks like for the next two quarters would make the value case much easier to defend at renewal.
- Who else should have access? Our suggestion is to start with the client managers who do not yet ask questions regularly, and with anyone who prepares the brand service reviews.
4. Support and service
| Area | Last 30 days |
|---|---|
| Tickets raised | three |
| High priority tickets | one |
| Overdue invoices | none |
Ticket volume is low for an Enterprise customer of this size. A small number of tickets from a shrinking active group can mean things are quiet and healthy, or it can mean people have stopped trying. We want to confirm which it is.
The one high priority ticket is being reviewed against the Enterprise first response commitment, and we will share the outcome directly rather than in this deck.
Payments are up to date and there is nothing outstanding on the account.
5. Plan for the next quarter
| Action | Owner | When |
|---|---|---|
| Review active users by team and agree which teams to re-engage | Amara Obi with Thackwray's operations lead | Within the next few weeks |
| Short refresher session for client managers on asking questions across orders and returns | Amara Obi | Next month |
| Confirm connector health and that the nightly refresh is landing as expected | Amara Obi with BB-Demo support | Before the next QBR |
| Agree what the brain should be worth to Thackwray by the end of the term | Sophie Ling and Amara Obi | End of the quarter |
6. Renewal
The current term runs to 3 Apr 2027. The renewal notice is due three months before that date, and the renewal conversation is led by Amara Obi. Our aim is to have a clear picture of adoption and value well before then, so that the renewal is a conversation about growth and not a surprise.
Let's get the next QBR in the diary before the end of this month.
Best, Amara