Thackwray Logistics / BG-Demo – Onboarding
Callcompleted
Thackwray Logistics · 6 May 2025 13:30
Hands-on onboarding on 6 May 2025 with Josh Pearce alone. CRM is loaded and the helpdesk still indexing, so the first returns count is low. Only Josh has logged in, and invites wait for the data.
What was said
What this says
As at Fri 9 Oct 2026Hands-on onboarding on 6 May 2025 with Josh Pearce alone. CRM is loaded and the helpdesk still indexing, so the first returns count is low. Only Josh has logged in, and invites wait for the data.
What happened: Josh confirmed both service accounts were created. The CRM connector is indexing and the helpdesk was still loading history, so the first test query on returns tickets came back lower than he expected.
Customer view: Josh accepted that the number is unfinished and will tell Kelly not to trust it yet. He described the dashboard idea as a big win for Kelly, who builds her pack by hand every month.
Commercial: Josh's finance team asked whether the invoice matches the order form, which has forty-four thousand on it. Laura said Growth is forty-four thousand a year and pointed him to Sophie Ling for any mismatch.
Watch: Only one person has logged in and three invites are held back. A quiet connector failure is possible if IT changes the helpdesk account.
Themes
As at Fri 9 Oct 2026Theme
Connector loading, first test
Importance
neutral
Sentiment
neutral
Voice
user
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Josh emails the full list of warehouse status values and their meanings that afternoon.
- Laura drafts the one-page guide and watches the helpdesk load.
- Josh sends invites to the three named client managers once the returns number looks right.
Risks
As at Fri 9 Oct 2026- A half-loaded returns number could be used in front of a brand and damage trust in the answers.
- No client manager has been invited yet, so adoption has not started.
- A change to the helpdesk account by IT could cause a quiet connector failure.
Opportunities
As at Fri 9 Oct 2026- Kelly's monthly review pack is a natural first dashboard on Growth.
- A one-page guide for the first client managers could drive early adoption.
Transcript
Laura PenhaligonAfternoon Josh. Can you hear me okay?
Josh PearceAfternoon. Yes, fine. Sorry, I'm eating a sandwich at my desk, I'll mute when I'm not talking.- Laura PenhaligonNo apology needed, I've got a cold tea going. Is Kelly joining, or is it just us?
- Josh PearceJust us. She's in a client review at the moment, she said to carry on and she'd catch up with the notes. She did say to tell you, returns first, then orders. She says that a lot.
- Laura PenhaligonShe does, and she's right. Fine, it suits me well because today is mostly hands-on. Where have you got to since we last spoke?
- Josh PearceSo the CRM account is created and I've sent you the details. The helpdesk one took longer than I thought, my colleague in IT had to check what read-only actually covered. It came through yesterday.
- Laura PenhaligonGood, I saw both arrive. The CRM connector's loaded and it's indexing. The helpdesk one I started this morning and it's still working through the history, which is why it looks a bit slow.
- Josh PearceHow long is it likely to take? Because we've got quite a lot of old tickets.
- Laura PenhaligonIt'll do the recent ones first, so you'll see useful answers well before it's finished. I'll keep an eye and tell you if it stalls. If the numbers stop moving for a day, that's when I'd worry.
- Josh PearceOkay. And the warehouse tables, did the list I sent make sense?
- Laura PenhaligonMostly. Let me share my screen. Right, see here, the main site calls it dispatch date and the second site calls it despatch date, spelled differently, and there's a status column that has different values on each.
- Josh PearceYes, that's the thing I was moaning about. The second site was set up by a different team years ago.
- Laura PenhaligonIt's okay, I've mapped them so they read as one. What I need from you is the meaning of the status values. So on the second site, what does the one called held actually mean?
- Josh PearceHeld is awaiting a decision, usually from the brand. Stock that's arrived but they haven't said what to do with it. It's not exactly the same as returned.
- Laura PenhaligonRight, that matters, because if I count held as a return the number gets inflated. So I'll keep it separate. Is there another status like it on the main site?
- Josh PearceQuarantine. Similar idea, but it's mostly for damaged goods.
- Laura PenhaligonOkay, I'll keep that separate too and label it clearly. Can you write the full list of status values and what they mean in a short email? Doesn't need to be pretty.
- Josh PearceYes. I'll do it this afternoon, I've got most of it in my head already.
- Laura PenhaligonPerfect. Now, let me run the first test query, the simple one. Returns tickets over the last month. Give me a second.
- Josh PearceGo on then.
- Laura PenhaligonRight. It's come back with a number. I'm going to read it out. Does this sound about right to you for the last month?
- Josh PearceHmm. That's lower than I'd expect. I'd have said a fair bit higher. But then the helpdesk is still loading, isn't it?
- Laura PenhaligonExactly, and that's why I wanted you to see it now. It's counting only what's arrived. So it's not wrong, it's not finished. I'd ask the same thing tomorrow and compare.
- Josh PearceSensible. I'll tell Kelly not to trust it yet.
- Laura PenhaligonPlease do. I'd rather she waits and trusts it than uses a half-loaded number in front of a brand.
- Josh PearceCan I ask about users? I looked at the admin page and it says only one person has logged in recently, and that's me. Is that a problem?
- Laura PenhaligonNot at this stage, it's what I'd expect. Nobody's been invited yet, so you and me poking around is all there is. But it's the thing to change next. You have forty seats and Kelly's going to name her first few client managers.
- Josh PearceShe's given me three names. I haven't sent invites because I wasn't sure if I should wait for the data.
- Laura PenhaligonI'd send them once the helpdesk has caught up, otherwise their first experience is a returns number that looks too low. Probably early next week. Meanwhile we can prepare a short guide for them.
- Josh PearceA guide? Like a document?
- Laura PenhaligonOne page. Here's what it's connected to, here are three questions to try, here's who to ask when it says something odd. I'll draft it and you and Kelly can make it sound like Thackwray.
- Josh PearceThat would help. People here don't read long things.
- Laura PenhaligonHa, nobody does. One page it is. Now, while we've got the screen up, let me show you how to check a connector's health yourself, since you're the admin. If it ever looks stuck, this is where you'd look.
- Josh PearceOkay, I'm watching.
- Laura PenhaligonSo this page lists each source, when it last refreshed, and how many records it holds. What you want to see is the record count going up when there's new activity. If it sits flat for a week while people are clearly creating tickets, something's broken, usually because a system changed upstream.
- Josh PearceLike if IT changes the helpdesk permissions.
- Laura PenhaligonExactly like that. So it'd be worth telling your colleague in IT that if she changes that account, she should tell you first. Otherwise you'll get a quiet failure.
- Josh PearceI'll mention it. She won't mind.
- Laura PenhaligonAnd if you spot anything, raise a ticket with us, tell us which source and when it last looked right. You've got three tickets open at the moment, haven't you? Those were setup questions.
- Josh PearceYes, they were all just me asking how things work. Nothing urgent.
- Laura PenhaligonGood. That's what I'd hope for in the first weeks. Right, next. The dashboards. On Growth you can build your own. Not today, but I'd like you to know it exists, because Kelly's review pack is probably going to end up as one.
- Josh PearceThat would be a big win for her. She builds that pack by hand every month in a spreadsheet.
- Laura PenhaligonThen it's a natural first dashboard. Returns by brand, the trend, and the ticket themes underneath. We'll do that once the data's settled, so say a couple of weeks.
- Josh PearceSounds good. Can I ask a commercial thing? Sorry if it's the wrong person.
- Laura PenhaligonGo on, I'll tell you if it's for Sophie.
- Josh PearceMy finance people asked me whether the invoice we got matches what we signed. They've got forty-four thousand on the order form. I said I thought so but I'm not the one who signed it.
- Laura PenhaligonFrom what I can see on our side it's forty-four thousand a year for Growth, and the invoice should say the same. If your finance team see anything different, ask Sophie Ling, she owns the commercial side, and Amara Obi will be your contact once we're through onboarding.
- Josh PearceRight, I'll tell them to ask Sophie if there's a mismatch. Thanks.
- Laura PenhaligonOkay. Recap. I'll keep an eye on the helpdesk load and tell you if it stalls. You send me the status values email this afternoon. I draft the one page guide. Invites go out once the returns number looks right. Anything I've missed?
- Josh PearceI don't think so. I'll tell Kelly the number's not final yet.
- Laura PenhaligonPerfect. Thanks Josh, enjoy the rest of your sandwich.
- Josh PearceHa, will do. Cheers Laura, speak soon.
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