Thackwray Logistics / BG-Demo – Onboarding
Callcompleted
Thackwray Logistics · 22 Apr 2025 14:15
Warehouse connector is live and the helpdesk has started loading. The CRM is waiting on a permission. Brand name mismatches and typed references need fixing before Kelly can rely on returns by brand.
What was said
What this says
As at Fri 9 Oct 2026Warehouse connector is live and the helpdesk has started loading. The CRM is waiting on a permission. Brand name mismatches and typed references need fixing before Kelly can rely on returns by brand.
What happened: Josh Pearce reported the warehouse connector live for both sites and the helpdesk connected, with one overnight run. The CRM integration user is still in the sales operations admin's queue.
Customer view: Kelly Swainston said the brain is "already better than the spreadsheets". She is cautious and only takes facts she is sure of to the brand review.
Commercial: Only Kelly and Josh are using it so far, against forty licences. Three client managers with the biggest brands are the proposed next group.
Watch: The same brand appears under a short code and a full name, and some references have stray spaces or lower case letters. Josh also plans a warehouse upgrade later in the year, which could break a connector if BG-Demo is not told.
Themes
As at Fri 9 Oct 2026Theme
Onboarding progress and data quality
Importance
neutral
Sentiment
positive
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Josh Pearce sends the brand mapping spreadsheet on the day of the call.
- Kelly Swainston chases the CRM admin and picks a day the following week for the client manager session.
- Laura Penhaligon joins the brand names, tidies the reference matching and checks returns by brand against known figures.
Risks
As at Fri 9 Oct 2026- The CRM connector is not loading, so returns cannot yet be asked by client manager.
- Inconsistent brand names and typed references could give wrong answers if Kelly quotes them to a brand.
- A planned warehouse upgrade could break a connector if BG-Demo is not told in advance.
Opportunities
As at Fri 9 Oct 2026- Run a short no-slides session with the three client managers who handle the biggest brands.
- Grow use beyond two people towards the forty licences once the brand mapping is in.
Transcript
Kelly SwainstonAfternoon, Laura. Afternoon, Josh. Sorry, I'm eating a sandwich, I've got a service review for one of the skincare brands in the morning and this is my lunch.
Laura PenhaligonNo apology needed. Afternoon, both. Josh, can you hear me alright?
Josh PearceYes, fine. I'm in the small meeting room, so if it echoes tell me.- Kelly SwainstonCan I just start with the review, because it's relevant? The brand is asking why returns went up last month. What did the brand see? They saw more parcels come back. What did we see? Honestly, I can't tell you yet without three spreadsheets. So this is what I'm hoping the brain fixes.
- Laura PenhaligonThat's a good test case. Let me show where we've got to, and then we can say how much of that question it can answer today. Josh, I'll start with you, because you've done the hard bit.
- Josh PearceRight. So the warehouse connector is live. Orders and returns are coming through for both sites. The IT lead was happy with the table list and signed it off, which was a relief. The helpdesk is connected too, though I only got the account sorted yesterday, so it's only had one overnight run.
- Laura PenhaligonThat matches what I can see. Records from the warehouse system are indexed and growing each night, and the helpdesk has started to load. The CRM is the one that hasn't, and that's the permission, isn't it?
- Josh PearceYes. The CRM admin is somebody in sales operations, and she's only just come back from leave. The integration user is in her queue. I've chased once.
- Kelly SwainstonI'll chase her myself. I know who it is. Anything that stops me seeing which client manager owns which brand, I'm going to shout about.
- Laura PenhaligonThank you, that would help. It's not blocking us on returns, but the brand ownership is what lets you ask the question by client manager.
- Josh PearceWhile we're on it, I raised a few tickets with your support team this month. Three, I think. Two were about the connector credentials and one was just me asking how to see what a connector is doing.
- Laura PenhaligonYes, I've seen them. All three are resolved. The third one is worth knowing about, so I'll show you now where you can see connector status, and that should save you raising it again.
- Josh PearceGreat.
- Laura PenhaligonGive me a second to share. Okay, can you see the admin page? This list is each connector, when it last ran, and how many records it has indexed. If that number is flat for a few days when your warehouse is obviously busy, that's the sign something upstream has changed.
- Josh PearceRight. So if we changed something in the warehouse system, like a field name, this is where it would show up.
- Laura PenhaligonUsually, yes. And it's worth telling us before you change a field, if you can. It's much easier than finding out afterwards.
- Josh PearceWe've got an upgrade planned later in the year. I'll make sure you hear about it.
- Kelly SwainstonGood. Can I ask a practical one? Can I see returns by brand yet? Because that's what the review needs.
- Laura PenhaligonYou can, with a caveat. I've been trying one this morning. The brand names aren't consistent. The warehouse system has some brands under a short code and some under the full name, so the same brand shows up twice.
- Kelly SwainstonOh, that's classic. We've never tidied that. The short codes are from the old client setup. Josh, you'll know.
- Josh PearceI do know, unfortunately. There's a mapping table somebody kept in a spreadsheet. I can send it over. It's not perfect, but it covers most of them.
- Laura PenhaligonPlease do. That's the single most useful thing I could get this week. With that I can join the two, and returns by brand should come out clean.
- Kelly SwainstonAnd then what does it show me? Returns first, then orders. Can it tell me if a return was booked in with no ticket?
- Laura PenhaligonOnce the helpdesk has a few more nights loaded and the reference field is lined up, yes. That's the typed-in reference Josh mentioned at kickoff. I've already seen a few that don't match, so we'll want a clear rule for what counts as a match.
- Josh PearceSome of them have a space on the end. Some have a lower case letter. It's nothing sinister.
- Laura PenhaligonThat I can handle. I'll tidy it in how we read it, so you don't have to change what the team types.
- Kelly SwainstonBrilliant. So, realistically, for tomorrow's review, what can I say? I don't want to quote something that's wrong.
- Laura PenhaligonI'd be careful. Use it to ask questions, and check the answers against what you already know. If the brain says returns went up and your own figures agree, say so. If it says something surprising, treat it as a lead and ask me, not as a fact for the brand.
- Kelly SwainstonThat's fair. Let's take the facts to the review, and I'll only take the facts I'm sure of.
- Laura PenhaligonExactly. Now, users. Who have you got on so far?
- Kelly SwainstonHonestly, just me and Josh. I wanted it working before I put the team on, because they'll give it one go and if it's wrong they won't come back.
- Laura PenhaligonThat's sensible. We've got forty licences, so no pressure on numbers. My suggestion is the three client managers with the biggest brands, once the brand mapping is in. I can run a short session with them. About half an hour, no slides, just their own brands.
- Kelly SwainstonI like no slides. Next week, probably Thursday, would suit. Let me check diaries and I'll tell you.
- Josh PearceI'll be in that one too, if that's all right. I'd like to see what they actually ask.
- Laura PenhaligonPlease. It's useful for me as well, because then I can tell what the connectors need to cover.
- Laura PenhaligonRight, let me sum up so we're all saying the same thing. Josh sends the brand mapping spreadsheet. Kelly chases the CRM admin and picks a day next week and the three client managers. I'll join the brand names, tidy the reference matching and check returns by brand against something you already know. And I'll send a short note after this.
- Kelly SwainstonThat's it. Thanks, Laura. This is already better than the spreadsheets.
- Josh PearceThanks. I'll send the mapping this afternoon.
- Laura PenhaligonLovely. Speak soon, both. Good luck with the review tomorrow, Kelly.
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