Thackwray Logistics / BG-Demo – Check In
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Thackwray Logistics · 21 Nov 2025 09:15
Amara Obi, the new CSM, met Kelly Swainston on 21 Nov 2025. Kelly says review prep now starts from shared facts. Usage is about ten people on a Growth licence of forty, and the renewal talk is set for the new year.
What was said
What this says
As at Fri 9 Oct 2026Amara Obi, the new CSM, met Kelly Swainston on 21 Nov 2025. Kelly says review prep now starts from shared facts. Usage is about ten people on a Growth licence of forty, and the renewal talk is set for the new year.
What happened: Amara introduced herself as the new customer success manager and covered usage, tickets, the renewal and the next QBR. Kelly had no tickets and no complaints.
Customer view: Kelly says reviews now start from the facts and she can spot returns problems before the brand raises them. She wants adoption to grow slowly, returns first, then orders.
Commercial: The call put the contract end at 3 Apr 2026 and the renewal date at 4 Apr 2026, with the conversation to start in the new year. Kelly will send a short value sentence and wants to see it before it is used. She did not name who holds the budget.
Watch: Users are well below the forty licensed, so there is no seat pressure. Colleagues ask whether the data is up to date and Kelly answers from memory of the overnight refresh. The evidence does not show how the renewal ended.
Themes
As at Fri 9 Oct 2026Theme
Value case before renewal
Importance
renewal
Sentiment
positive
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- 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.
- Amara to ask Kelly who holds the budget and bring them into the renewal conversation with Sophie Ling.
Risks
As at Fri 9 Oct 2026- The budget holder is not named, so the renewal could meet someone who has not heard the value case.
- Colleagues question whether the data is current, and only Kelly's reassurance settles it.
- Kelly wants to hold back wider rollout, so usage may stay well below the forty licensed users.
Opportunities
As at Fri 9 Oct 2026- Kelly's own value sentence on review preparation can anchor the renewal conversation.
- Team leads on the second site could be added once the first reviews are done.
- The QBR included in Growth gives a slot to show usage growth to the budget holder.
Transcript
Amara ObiHello, Kelly? Can you hear me?
Kelly SwainstonHi, yes, I can. Morning. You're Amara, aren't you?- Amara ObiThat'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 BG-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 SwainstonOh, 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 ObiGreat, 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 SwainstonTen. 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 ObiThat'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 SwainstonHm. 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 ObiFair 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 SwainstonYes, maybe. Let me see how the reviews go.
- Amara ObiNext thing on my page is tickets. You've raised nothing with us in the last month. Is that as quiet as it feels?
- Kelly SwainstonHonestly, 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 ObiGood. If anyone sees something stale, tell me, and I'll chase it the same day. I'd rather hear early than late.
- Kelly SwainstonOkay. Will do.
- Amara ObiCan I ask what the team is actually using it for? Marcus said it was mainly returns.
- Kelly SwainstonStill 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 ObiLovely. And has it changed how the reviews go?
- Kelly SwainstonA 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 ObiThat'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 SwainstonGo ahead. Though I'd better see it before it goes anywhere.
- Amara ObiOf 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 SwainstonOkay. That's a way off, so that's fine. What do you need from me?
- Amara ObiNot 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 SwainstonUnderstood. I wouldn't do anything without them anyway.
- Amara ObiPerfect. 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 SwainstonYes. Not before, though. I'm head down until those are done.
- Amara ObiUnderstood. I'll send times for the new year. And I'll put the usage chart in the email so you've got it.
- Kelly SwainstonPlease. It's useful to show the team that people are using it. They like seeing the line going up.
- Amara ObiIt'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 SwainstonHm. 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 ObiThat'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 SwainstonRight, will do. I'll try it on the next brand.
- Amara ObiGreat. 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 SwainstonAnd I'll send you the sentence about value, when I've thought about it. It'll be short.
- Amara ObiShort is perfect. Anything else from your side?
- Kelly SwainstonNo, that's me. Nice to speak, Amara. It's good to have a face on the account.
- Amara ObiThank you, Kelly, and likewise. Have a good weekend.
- Kelly SwainstonYou too. Thanks, bye.
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