Thackwray Logistics / BG-Demo – Onboarding
Callcompleted
Thackwray Logistics · 8 May 2025 11:45
Kelly Swainston wants returns problems spotted before brands raise them. The call agreed connector order, a freshness check on orders, Josh Pearce as admin, and a returns-accuracy gate before client managers get access.
What was said
What this says
As at Fri 9 Oct 2026Kelly Swainston wants returns problems spotted before brands raise them. The call agreed connector order, a freshness check on orders, Josh Pearce as admin, and a returns-accuracy gate before client managers get access.
What happened: Laura Penhaligon opened the onboarding by agreeing sources and owners. Returns tickets connect first, then orders, then service review notes.
Customer view: Kelly wants to walk into brand reviews knowing what the brand saw. She said "If the data is stale I need to know it's stale."
Commercial: The customer is on Growth with forty seats. Only Kelly and Josh start, and client managers follow once a returns question comes back right with the source shown.
Watch: The nightly export occasionally overruns after a big promotion week. The older helpdesk queues were merged and retagged, so history is messy, and the credentials depend on an IT colleague approving the service account.
Themes
As at Fri 9 Oct 2026Theme
Onboarding scope and sources
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 to send the retagging note and the credentials through the agreed secure route.
- Laura Penhaligon to send the access list and the folder naming suggestion after the call.
- Laura Penhaligon to set a freshness check on the orders source with Josh as first to be told.
Risks
As at Fri 9 Oct 2026- The nightly orders export sometimes overruns after promotion weeks, so the brain could answer on stale data.
- Service account approval depends on an IT colleague, which could delay connecting sources.
- Merged helpdesk queues make pre-retagging history unreliable until it is mapped.
Opportunities
As at Fri 9 Oct 2026- Forty Growth seats leave headroom as client managers are added after the returns gate is met.
- A returns question answered correctly with its source shown would prove value to a wider group of client managers.
Transcript
Laura PenhaligonHello, can you both hear me alright?
Kelly SwainstonLoud and clear. Hi Laura. Josh, are you on?
Josh PearceYeah, sorry, just unmuting. Hi both.- Laura PenhaligonNo problem at all. Is the weather any better up your way? It's properly grey down here.
- Kelly SwainstonRaining on the M18, as usual. I'll be brisk if that's alright, I've got a service review to prepare for this afternoon and I want to walk in knowing exactly what the brand saw. That's really what I'm after from all of this.
- Laura PenhaligonThat's a good place to start, actually. So today is about getting the sources connected and agreeing who owns what. Orders, returns tickets and the service review notes, all in one place for each brand. Does that match what you had in mind?
- Kelly SwainstonExactly that. Returns first, then orders. If a brand is about to raise a returns problem I want to have spotted it before they do.
- Laura PenhaligonRight. Then let's order the connectors that way. Josh, you're the admin, so you'll be the one holding the keys. Can you talk me through where the returns tickets live at the moment?
- Josh PearceThey're in the helpdesk. Each brand has its own queue, more or less, though a couple of the older ones got merged when we changed how we tag things. So the history is a bit messy before last year.
- Laura PenhaligonThat's fine, it's very common. We'll bring it all in and flag the tagging change so nobody reads a jump as a real trend. Who could tell us what changed and when?
- Josh PearceMe, mostly. I did the retagging. I can write it up.
- Kelly SwainstonPlease do. Short, though. Half a page.
- Josh PearceHalf a page. Yeah.
- Laura PenhaligonLovely. Next, orders. Where does that data sit, is it straight from the warehouse system or does it go through something else first?
- Josh PearceIt goes through a nightly export into a reporting database. Nobody queries the warehouse system directly, because the two sites would fall over. So we'd point the brain at the export, not the live system.
- Laura PenhaligonThat's the sensible way to do it. And the export lands before the morning shift?
- Josh PearceIt should do. Mostly it's done well before six. Occasionally it overruns after a big promotion week, and then someone has to nudge it.
- Kelly SwainstonWhich is exactly the thing I don't want to find out about at the review. If the data is stale I need to know it's stale.
- Laura PenhaligonUnderstood. The refresh in your own Snowflake account is meant to be complete by seven on working days, so we'll put a freshness check on the orders source specifically and make Josh the first person told if it slips. Is that sensible?
- Josh PearceYeah. That's fine by me.
- Laura PenhaligonGood. Then the service review notes. Where are those kept, Kelly?
- Kelly SwainstonShared drive, one folder per brand, one document per month. Some of the client managers are tidy about it and some are, let's say, creative.
- Laura PenhaligonHa. That's all right, the brain doesn't mind creative, it just reads what's there. Would it help if I sent a simple naming suggestion for the folders? Not to enforce, just to make search nicer.
- Kelly SwainstonSend it. I'll take it to the client managers on Monday. Let's take the facts to the review, and the facts are only any good if people write them down the same way.
- Laura PenhaligonPerfect. Now, users. You've got forty seats on Growth, and I know you won't fill them on day one. Who goes in first?
- Kelly SwainstonMe and Josh to begin with, so we can kick it about. Then the client managers in a group, once I'm sure it answers a returns question properly. I don't want them trying it, getting a daft answer and never coming back.
- Laura PenhaligonThat's a wise order. So the target before you open it up is that a returns question for one brand comes back right, with the source shown. Shall we agree that as the gate?
- Kelly SwainstonYes. Josh, you'd be the one testing it with me.
- Josh PearceFine. I'll pick two or three brands where I already know the answers.
- Laura PenhaligonThat's the best way, honestly. Known answers first. I'll send the access list after this call so you can see what we need from you, and Josh, if you can get the credentials to me through the secure route we agreed rather than email, that'd be great.
- Josh PearceWill do. Probably end of the week, I've got to ask our IT colleague to approve the service account.
- Kelly SwainstonChase him if he's slow. I'd rather have it connected next week than perfect in a month.
- Laura PenhaligonAgreed, and we can always tighten afterwards. Anything else either of you wanted to raise before you go?
- Kelly SwainstonNo, that's all I needed. Thanks, both. I've got a review to write.
- Josh PearceNothing from me.
- Laura PenhaligonBrilliant. So Josh sends the retagging note and the credentials, I send the access list and the folder naming suggestion. Speak soon, and good luck with the review, Kelly.
- Kelly SwainstonThanks, Laura. Bye.
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