Thackwray Logistics / BG-Demo – Negotiation
Callcompleted
Thackwray Logistics · 5 Mar 2025 15:00
Scope is agreed; Steven Holroyd asked for a lower price and was refused. Owen Tallis offered quarterly billing instead, and Steven says he can sign by 21 Mar 2025 if the order form carries the schedule.
What was said
What this says
As at Fri 9 Oct 2026Scope is agreed; Steven Holroyd asked for a lower price and was refused. Owen Tallis offered quarterly billing instead, and Steven says he can sign by 21 Mar 2025 if the order form carries the schedule.
What happened: Owen Tallis joined Priya Raman. Steven said scope is settled and his only open points are money and invoicing. Owen held the £56k all-in figure and would not discount twice.
Customer view: Steven tried once more on price, then accepted. Lindsey Ward, the credit controller, wants named invoice contacts, a purchase order reference and no surprise invoices.
Commercial: Owen offered equal quarterly instalments written into the order form, with thirty-day terms and an implementation invoice at build start. Renewal notice is ninety days ahead, and nothing rolls over silently.
Watch: Signing depends on the order form carrying the quarterly schedule, named contact and reference. The call is dated before 21 Mar 2025, so the outcome is not shown here.
Themes
As at Fri 9 Oct 2026Theme
Billing terms, price hold
Importance
renewal
Sentiment
positive
Voice
decision-maker
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Priya Raman sends the order form with the quarterly schedule by the end of the week.
- Lindsey Ward supplies the purchase order reference and finance contact to Priya.
- Steven and Lindsey review the order form early the following week, aiming to sign on or before 21 Mar 2025.
Risks
As at Fri 9 Oct 2026- Signing depends on the order form carrying the quarterly schedule, named finance contact and purchase order reference.
- Steven still wanted a lower price and may revisit it at renewal, where he expects usage and value evidence.
Opportunities
As at Fri 9 Oct 2026- Quarterly billing on request met the customer's cash concern without moving the price.
- The 90-day renewal notice with usage and value gives Amara Obi a structured renewal conversation.
Transcript
Priya RamanHi both, can you hear us? We've got Owen with me this time.
Steven HolroydHear you fine. Afternoon. Lindsey's with me, she looks after our credit control.
Lindsey WardHello, afternoon. Sorry, I'm on a different laptop today so bear with me if the sound drops.
Owen TallisNo problem. Thanks for making the time, both. Priya's told me where we've got to, so I'll keep it tight. Where do we stand against the date? We're aiming at Friday 21 March 2025. What's the next dated step from your side?- Steven HolroydStraight in, I like it. Next step is I'm happy with the scope, Kelly's happy with the scope, I've got no features questions. What I've got is the money and how it's invoiced.
- Owen TallisGood. Then let's do that. Priya, remind us of the figure.
- Priya RamanIt's £56,000 all-in for the Growth tier, implementation included. That's the total for the deal, with the one-off and the subscription shown separately on the order form, as Steven asked last time.
- Steven HolroydAye. And I'll be honest, I'd like it lower. Not because it's wrong, because I'm asked to ask.
- Owen TallisUnderstood, and I'd rather you were upfront. Here's where I am. We've already worked the price for this deal. I don't discount twice, and I won't take the first-year number down further on this one. What I can look at is how it's billed, which might help more than a few pounds off.
- Steven HolroydGo on.
- Owen TallisSubscription is normally annual in advance. If you'd prefer, we can do it quarterly, on request. The implementation is separate, invoiced at the start of the build. Thirty-day terms on everything.
- Lindsey WardCan I ask a few things on that? Quarterly is better for us on cash, but I need to know exactly what lands and when. Is it the same amount each quarter?
- Owen TallisEqual instalments across the year, yes. And I'd put the schedule into the order form itself so nobody's guessing. No surprise invoices.
- Steven HolroydThat last bit matters. I don't pay an invoice I haven't been warned about. Lindsey, that's the rule.
- Lindsey WardThat is the rule, yes. So, practical points. Who do the invoices come from, and who do they go to? If it lands in a general mailbox, it gets lost, and then I'm chasing you for a copy.
- Priya RamanGood one. If you give me a named contact in your finance team, I'll put that on the order form. Invoices go to that person and to you, Lindsey, and I'll ask our finance team to send a heads-up a few days before each one.
- Lindsey WardThat would suit. Does the order form carry our purchase order reference, or do we add it after?
- Owen TallisIf you can give us the reference before signature, it goes on the form and on every invoice. If it comes later, we add it and reissue, no charge. But easier if it's there from the start.
- Lindsey WardI'll chase for it this week. Right, and if something is queried on an invoice, does the clock stop?
- Owen TallisTell us it's queried and we'll hold it while we look. Priya will be your first call, and Amara Obi, our CSM, once you're live.
- Steven HolroydFine. Now the other thing. I told Priya I don't renew on autopilot. What are we signing up for at the end of the first term?
- Owen TallisThe contract runs for the term on the order form. Amara gives you notice ninety days before the renewal date with the usage and what it's been worth, and we have that conversation then. Nothing rolls over silently. I'd rather you stayed because it's useful.
- Steven HolroydGood. Put it in writing.
- Priya RamanIt's already in the master agreement, Steven, but I'll make sure the order form points to it so you can see it without hunting.
- Steven HolroydMm. And the measures Kelly and I talked about with Priya, they're in there?
- Priya RamanThey're in the plan, yes. Questions asked by the client managers, reviews prepared from it, returns tickets caught earlier, and the prep time Kelly's going to baseline. We look at them together after the first quarter.
- Steven HolroydRight. Then I think we're nearly there. Owen, you're sure you can't move the number?
- Owen TallisI'm sure on this one, Steven. The thing I've given you is the billing, and the schedule in writing. If I started moving the number as well, I'd be doing exactly what I said I wouldn't. Let's not discount twice. But I'll say this: the figure is fair for what's in the scope.
- Steven HolroydYorkshire answer would be to try once more, so I have. Fine. If the order form has the quarterly schedule, the named contact and the reference on it, I can sign by the date.
- Owen TallisThen that's the next dated step. Priya sends the order form by the end of this week with the schedule in it. You and Lindsey review it early next week, and we're signing on or before 21 March 2025. Is that fair?
- Lindsey WardThat's fair. I'll get the purchase order reference and the finance contact to Priya as soon as I have them.
- Steven HolroydAye, fine. Keep Kelly in the loop, she's been champing at the bit.
- Priya RamanWill do. Thanks, both, that was really productive. Best of luck with the rest of the afternoon.
- Owen TallisThanks all. Speak soon.
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