Thackwray Logistics

Support: On 8 Apr 2026 the Salesforce connector stopped loading new data. Bethan traced it to API token expiry, and the customer had to refresh the token and reconnect.

Growth: On 21 May 2026 Josh asked about users beyond the 150 included on Enterprise. Olivia Grant explained that add-on users come in blocks of 10.

Marketing: Also on 21 May 2026, Alice Brewer invited Natasha Greaves to Customer Day London on 11 Jun 2026 and asked to quote her team in a customer story. The thread holds no reply.

Renewal: On the 26 May 2026 call, Amara Obi reported daily users in the mid-thirties, over three times the previous quarter. Steven Holroyd, Finance Director, wants a saving he can put to the board and said he does not renew on autopilot.

Commercial: Steven accepted a two-week timing exercise with the client managers but deferred any Finance rollout. The order form and invoices show £110k with nothing overdue, and the term renews on 4 Apr 2027.

Support: On 2 Jun 2026 Josh Pearce asked about exporting search results. Olivia answered in 77 minutes, confirming CSV export, and the customer was satisfied.

Incident: On 19 Jun 2026 the brain was unresponsive for several hours. Bethan Lister fixed an indexing bottleneck, but first response took 47 minutes against the Enterprise 30-minute P1 target.

Open at the end: No savings figure exists yet. Root cause and P1 escalation reviews, the user-expansion follow-up and the story invitation were all unresolved.

Renewal notice: On 2 Jan 2026 Amara Obi gave Steven Holroyd, Finance Director, notice for the Growth subscription (£44k, 40 users, ending 3 Apr 2026) and flagged a usage dip. Steven replied on 7 Jan 2026 that he needs a reason to keep paying for forty seats.

Renewal call: On 12 Jan 2026 about six of forty users were active on a given day. Kelly Swainston could not give a pound figure, and Lindsey Ward confirmed invoices match £44k with nothing overdue.

Support: Three connector and dashboard tickets in January 2026. The 21 Jan 2026 Salesforce sync stop was an expired token, fixed by re-authorising. After credential rotation on 22 Jan 2026 the returns connector re-authorisation was never confirmed.

QBR: On 23 Feb 2026 about nine of forty users were active. Two measures were agreed: questions asked by client managers and reviews prepared from the brain.

Renewal options: On 3 Mar 2026 Steven put usage at about a quarter of seats. Sophie Ling offered Growth at £44k or Enterprise, and corrected his hearing of £110k as a yearly price.

Late March: On 23 Mar 2026 Steven named cost per order by site as his measure. On 27 Mar 2026 he called the Enterprise form a long way up from £44k and wanted a savings case for the board. Invoice INV-157-0003 for £110k net was sent on 31 Mar 2026.

Open at the end: Signature of the order form, the returns connector status and the dashboard sorting fix.

Support: On 7 Oct 2025 Kelly asked for date range filters on the Growth dashboard, and Bethan said they would come in the next release in a couple of weeks, with no date or version fixed. On 17 Oct 2025 Olivia showed her the CSV export, and Kelly shared the data with finance.

Marketing: Alice Brewer sent Lindsey Ward, a credit controller, webinar invitations on 11 Oct 2025 and 21 Dec 2025. Neither thread holds a customer reply, so interest is not shown.

People: On 13 Nov 2025 Amara Obi introduced herself as the new CSM and asked for a check-in. Kelly agreed, but said some of the team still use spreadsheets for returns and she wants other client managers in more regularly.

Renewal: On the 21 Nov 2025 call Kelly had no tickets and no complaints, and said reviews now start from shared facts. The call put the contract end at 3 Apr 2026 and the renewal date at 4 Apr 2026. Kelly will send a short value sentence and wants to see it before it is used.

Follow-up: Amara's 24 Nov 2025 notes record usage up on the previous quarter, no open tickets and 40 licensed users. Kelly did not reply in that thread, so agreement is not confirmed.

Open at the end: The budget holder is unnamed. Colleagues question whether the data is current. The date filter delivery was not confirmed in these reads. Amara's usage summary, QBR dates and the value sentence were still to come.

Support: On 4 Jul 2025 the orders connector failed with an access denied error before a client review. Josh re-authorised after the e-commerce platform reset credentials without notice, and the ticket closed in 4 days.

Support: On 7 Jul 2025 Kelly Swainston reported a gap in the returns view. Connor Webb ran a refresh on 10 Jul 2025 and the view matched source data.

Adoption: At the 25 Jul 2025 check-in Kelly said all client managers now use the brain for service reviews. She is on 40 licences and not squeezed, but Steven Holroyd, who decides on renewal, was absent.

Renewal: At the 27 Aug 2025 QBR Steven challenged paying for 40 licences against low active use. Natalie Eze confirmed £44k a year, with the term to 3 Apr 2026 and renewal on 4 Apr 2026.

Value: Steven's 28 Aug 2025 reply asked for the renewal in good time and for evidence of what the brain has saved. He did not raise price or a rival.

Late quarter: On 17 Sep 2025 Kelly said worth is easy and returns problems are spotted early. She was wary of giving the two site ops managers access.

Open at the end: a usage summary and value case for Steven, the side-by-side orders and returns view Daniel Okafor owes, a dashboards note from Natalie, and Kelly's returns example.

Contract: Invoice INV-157-0002 of 4 Apr 2025 billed £44k net for Growth, term ending 3 Apr 2026. At the 11 Apr 2025 call the customer asked about that date and was told nothing done now changes the term.

Kickoff: Kelly Swainston wants returns problems before a brand raises them. Josh Pearce is the only systems admin.

Access: Returns credentials sat with a part-time IT colleague from 14 Apr 2025 and were still outstanding on 28 Apr 2025.

Connectors: The 22 Apr 2025 call had the warehouse live and the CRM waiting on a permission. By 19 May 2025 orders access was still blocked on IT approval.

Adoption: Only Kelly and Josh were using it by 22 May 2025. On 30 May 2025 Natasha Greaves saved a page of open beauty returns tickets and found a long-open one.

Support: Three April 2025 tickets were how-to questions, resolved without follow-up. On 24 Apr 2025 Josh was told single sign-on is Enterprise only.

Open at the end: Josh is still the sole admin and a second is to be nominated. Orders access, queue retagging and dashboards were unresolved, and the two invitations had no recorded reply.

Discovery: On 3 Jan 2025 Kelly Swainston described client managers building service reviews by hand. Lewis Kerr placed Growth at £56k including implementation, not an annual figure. Steven said he would not sign off on another tool that three people open once a month.

Demo: The 21 Jan 2025 demo on sample data went well with Kelly. Josh Pearce raised connector breakage and permissions, and Steven missed it. The orders system is supplier-run, so a read-only extract needs a written request.

Proposal: On 13 Feb 2025 Priya Raman presented the proposal. Steven wanted one-off and annual split out, a renewal warning in good time, and said he does not renew on autopilot. Success measures were to be reviewed after the first quarter.

Negotiation: On 5 Mar 2025 Owen Tallis refused a lower price and offered quarterly billing with the schedule in the order form. Lindsey Ward asked for named contacts, a PO reference and no surprise invoices.

Signing and billing: On 19 Mar 2025 Lewis sent the order form at £56k plus VAT and Steven said he would sign that day. He asked for a note on who is using it early. Invoice INV-157-0001 for £12k net followed on 24 Mar 2025.

Open at the end: The signed form is not in the reads. Permissions between brands, the PO number and the early usage note were outstanding.

Outreach: On 5 Nov 2024 Sofia Marchetti invited Finance Director Steven Holroyd to a London roundtable on Tue 26 Nov 2024. The theme was what teams get from tools they pay for, and the thread holds no reply from Steven.

News: On 4 Dec 2024 Yorkshire Supply Chain Journal reported leadership appointments at the Doncaster base. No individuals were named, so any effect on our contacts is unknown.

Discovery: On 23 Dec 2024 Kelly Swainston agreed to a forty-five minute discovery conversation with Lewis Kerr about how client managers prepare for monthly service reviews. She preferred early January but not the first couple of days, and wants the first session with just her.

People: Kelly named Steven as the person who signs off purchases like this. She wants him involved later.

Open at the end: Lewis was to send two or three slots for the week after the first. Steven had not responded to the invitation, and the leadership change had not been tied to any contact.

Period: this digest rests on one read, an email thread dated 28 Mar 2024. No calls, tickets or news items fall in the quarter.

Invitation: Nell Ashcombe invited Natasha Greaves, a client manager for beauty brands, to the BG-Demo webinar on 18 Apr 2024 and asked her to reply to take a place.

Customer view: there is no customer response in the thread, so interest is not shown. The read notes the webinar could introduce B-Viz to a client manager who works with orders and returns data.

Open at the end: the evidence does not show any reply, attendance or follow-up. The read lists no risks and no next steps.