Thackwray Logistics / BG-Demo – Demo
Callcompleted
Thackwray Logistics · 21 Jan 2025 09:15
Hannah Lowe ran the demo on Thackwray's sample orders and returns data. Kelly Swainston liked the returns insight. Josh Pearce raised connector breakage and permissions, and Hannah promised written follow-up on both.
What was said
What this says
As at Fri 9 Oct 2026Hannah Lowe ran the demo on Thackwray's sample orders and returns data. Kelly Swainston liked the returns insight. Josh Pearce raised connector breakage and permissions, and Hannah promised written follow-up on both.
What happened: Hannah showed a brand page with orders, grouped returns and review notes, and a drafted service review summary. She also showed a healthy brand to prove it does not invent problems.
Customer view: Kelly saw that wrong-item returns were the customer's own fault, the kind of thing she wants to know before a review. Josh wanted to know how much work it is to keep connected, given a past field change silently stopped a feed for a week.
Commercial: Lewis confirmed Growth covers the users with room to spare and will send the quote with the VAT position. The decision date remains Fri 21 Mar 2025.
Watch: Permissions between competing brands are unconfirmed. Hannah owes a written answer after checking with the security lead.
Themes
As at Fri 9 Oct 2026Theme
Demo, connectors and permissions
Importance
upsell
Sentiment
positive
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Hannah Lowe to send written follow-up on permissions and connectors, and export the draft review labelled as sample data.
- Lewis Kerr to send the quote with the VAT position clear.
- Josh Pearce to review the Snowflake setup that week.
Risks
As at Fri 9 Oct 2026- Brand-level permissions are unconfirmed and Kelly Swainston says leakage across competing brands would matter.
- Josh Pearce has had a connector silently stop loading before and would own checking it.
- Steven Holroyd missed the demo and has only the draft review and a briefing to go on.
Opportunities
As at Fri 9 Oct 2026- Growth tier fit is confirmed on users, with eight connectors available for warehouse, helpdesk and Microsoft 365.
- Josh Pearce's lightly used Snowflake account may make implementation straightforward.
Transcript
Lewis KerrMorning, everyone. Kelly, Josh, can you both hear us?
Kelly SwainstonMorning. Yes, loud and clear. Josh, you're muted.
Josh PearceSorry. Morning. I'm in the small meeting room so it might echo a bit.
Hannah LoweIt's fine from here. Good morning, I'm Hannah, I'll be doing the walkthrough today. Before I share anything, what do you most need to know by the end of the hour? It saves me showing you things you don't care about.- Kelly SwainstonFrom my side, whether a client manager can open a brand and see the orders, the returns tickets and the review notes without going anywhere else. That's it, really. What did the brand see, and what did we do about it.
- Josh PearceMine is different. I need to know where the data goes, who can see what, and how much work it is for me to keep it connected. I'm the one who gets the call when a feed breaks.
- Hannah LoweGood, that's a clear split. I'll do Kelly's first because it makes the architecture easier to follow, then spend proper time on yours, Josh. Lewis, are you happy for me to share?
- Lewis KerrPlease. I'll stay quiet unless somebody asks about commercial terms. Just to say, Steven couldn't make it this morning, but I'll brief him afterwards.
- Hannah LoweRight. You should see my screen now. This is the brain, running on the sample of orders and returns tickets you sent over. I've loaded the two brands Kelly picked. The first is the one she described as healthy, the second the one she described as, I think, a headache.
- Kelly SwainstonThat's the polite version.
- Hannah LoweSo let's start with the headache. I'll open the page for that brand. Orders for the period at the top, then the returns tickets underneath, grouped by reason, then the notes from the last service review on the right. Nothing here has been re-keyed, it's all read from your sample.
- Kelly SwainstonCan you go back a second. That grouping by reason, is that something we set up or is it coming from the helpdesk?
- Hannah LoweTo be precise, it's using the categories that already exist on your tickets. If your team applies them inconsistently, they'll show up inconsistently. The short answer is it reflects what's in the helpdesk. The longer answer is that we can help you tidy the categories during implementation, but that's your decision, not ours.
- Kelly SwainstonHa. They are applied inconsistently. Go on, show me.
- Hannah LoweLet me ask it a question the way a client manager would. I'll type: which returns reasons have gone up for this brand over the last few weeks, and which orders do they relate to?
- Hannah LoweIt takes a few seconds. Right, there. It's telling us damaged-in-transit and wrong-item have both increased, and listing the orders behind each, with a link to the tickets.
- Kelly SwainstonWrong item. That's ours, not the courier's. That's exactly the sort of thing I'd want to know before the review, not during it.
- Hannah LoweThat's why I wanted to show you on a brand with an actual problem. Would it help if I asked it for a draft of the service review summary?
- Kelly SwainstonPlease.
- Hannah LoweSo, summary for the review. It's pulling the order volume, the returns pattern, and the open actions from the last meeting. Now, one caveat. It's a draft, and it cites where each line came from, so the client manager checks it rather than trusting it blindly.
- Josh PearceCan I just check, when it says it came from the last meeting notes, is that a document it's reading, or something typed into the brain?
- Hannah LoweA document. In this case a note from your shared drive, so it's reading it where it already lives. Nobody types anything into the brain itself.
- Josh PearceGood. That's one less thing to look after.
- Kelly SwainstonCan it do the healthy brand the same way? I want to see that it doesn't invent problems.
- Hannah LoweFair test. Same question, different brand.
- Hannah LoweThere. Returns are flat, nothing new in the reasons, and it says so. It doesn't have to find a story for you. If there's nothing, the answer is nothing.
- Kelly SwainstonGood. That's what I wanted to see.
- Lewis KerrKelly, can I check one thing while we're on the client manager side? How many of your team would need to be doing this regularly? I'm thinking about whether Growth is the right fit on users.
- Kelly SwainstonAll the client managers, so well inside what you described. A few from the operations side occasionally.
- Lewis KerrThen Growth covers it with room to spare. I won't suggest anything bigger that your usage doesn't support. I'll put the exact numbers in the quote.
- Hannah LoweRight, Josh, let me move to yours. I'll switch to the architecture. It runs inside your own Snowflake account. BG-Demo doesn't hold a copy somewhere else. Connectors read from your systems into your Snowflake, and the brain sits on top of that.
- Josh PearceWe do have a Snowflake account but it's not heavily used. Is that a problem?
- Hannah LoweNot at all, a lightly used account is often easier because there's less to work around. The short answer is it's fine. The longer answer is I'd like to see how it's currently set up and who administers it before I commit to anything, and I'll put that in writing after this call.
- Josh PearceThat's me. I administer it, though I'd say administer is generous.
- Hannah LoweThen we'll be speaking a fair bit. So, connectors. For your scope I'd expect the warehouse system, the helpdesk, and probably Microsoft 365 for the documents and mail. Growth includes eight connectors, so you'd have room to add things.
- Josh PearceWhat happens when one breaks? We changed a field name in the warehouse system last year and something downstream stopped for a week before anyone noticed.
- Hannah LoweThat's the failure I'd worry about as well. A connector that quietly stops loading is worse than one that fails loudly. In the product you can see, per connector, whether records are still being indexed, and a flat line is the thing to look for. I'll show you the page.
- Hannah LoweHere, each connector, last load, and the trend in records indexed. If a source changes shape and the load stops, this is where it shows. I'd also suggest someone on your side owns checking it. It's not magic, it needs an owner.
- Josh PearceThat'll be me again, then. Fine. What about timing? When's it refreshed?
- Hannah LoweNightly. The refresh is complete by 07:00 local time on business days, on every tier. So the client managers have it before the morning stand-up.
- Kelly SwainstonThat works. Reviews are mostly late morning anyway.
- Josh PearceAnd permissions. If a client manager only looks after two brands, can they see the other brands' tickets?
- Hannah LoweGood question, and I'd rather be careful. The brain respects the access it's given at the source and the roles we set up for you, but how fine-grained you can go for your particular systems is something I want to confirm rather than guess at. Let me check the detail with our security lead and I'll put the answer in writing, with an example for your two brands.
- Josh PearceAppreciated. I'd rather you said that than say yes.
- Kelly SwainstonThat matters, actually. The brands compete with each other in places. I'd not want one client manager's view leaking across.
- Hannah LoweUnderstood. It goes top of my list for the follow-up.
- Lewis KerrCan I pick up the timeline? We've pencilled Friday 21 March 2025 as the point where Steven would want to make a decision. Working back, Hannah's written follow-up on permissions and the connectors is the next piece, then the quote, then Steven.
- Kelly SwainstonSteven will ask who's using it, as usual. I'll tell him client managers every week. I'd like to be able to show him a real draft review, if I can have the one from today.
- Hannah LoweI'll export the headache brand's draft and send it with my notes. It's on sample data, so label it that way for Steven.
- Kelly SwainstonWill do. Thanks, Hannah, that was really helpful.
- Josh PearceYes, thanks. Useful. I'll look at the Snowflake side this week so we're not guessing.
- Lewis KerrThen I'll send the quote over today, with the VAT position clear. Thanks, all. Speak soon.
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