Thackwray Logistics / BB-Demo – Onboarding
Callcompleted
Thackwray Logistics · 2025-05-22 11:00
Onboarding call with Kelly Swainston and Josh Pearce. Returns come first, then orders. Josh is the only admin and Kelly agreed to nominate a second. Growth tier, user rollout kept small until first data is in.
What was said
What this says
Current to 13 Oct 26Onboarding call with Kelly Swainston and Josh Pearce. Returns come first, then orders. Josh is the only admin and Kelly agreed to nominate a second. Growth tier, user rollout kept small until first data is in.
What happened: Laura Penhaligon agreed the connector order with Kelly and Josh: helpdesk returns tickets, then the newer site's warehouse system, then the CRM. Access will be read only and go through Josh's IT lead.
Customer view: Kelly bought the brain to stop building service reviews from spreadsheets and exports. She wants to see returns issues before a brand raises them.
Commercial: Thackwray is on Growth with eight connectors and forty users. Only three are planned at the start, so there is headroom to add connectors and teams once the first loads are trusted.
Watch: Josh is the sole admin and said nobody else knows the setup. Inconsistent returns tagging and a second warehouse site not yet connected could limit early answer quality.
Themes
Current to 9 Oct 26Theme
Onboarding connector plan
Importance
neutral
Sentiment
positive
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Kelly Swainston to agree one returns tag with client managers and nominate a second admin.
- Laura Penhaligon to send the read-only permission list the same day and book training after the first load.
- Josh Pearce to take the access list to IT and check record counts against the helpdesk after the first load.
Risks
Current to 9 Oct 26- Josh Pearce is the only admin, so a feed failure or absence leaves nobody else who knows the setup.
- Returns tagging is inconsistent, which may weaken early answers on open returns.
- Only the newer warehouse site is connected first, so health brands that are split across sites may be incomplete.
Opportunities
Current to 9 Oct 26- Growth allows eight connectors and forty users, with only three connectors planned initially.
- The beauty team led by Natasha Greaves is a keen first user group that can build adoption.
- The older warehouse site and the CRM are natural later connectors.
Transcript
Laura Penhaligon NoneMorning, Kelly. Morning, Josh. Can you both hear me all right?
Kelly Swainston NoneLoud and clear. Morning, Laura. Josh, you're on mute.
Josh Pearce NoneSorry, sorry. Morning. Had the wrong headset selected. Is that better?- Laura Penhaligon NonePerfect. Right, thanks for making the time. This is the onboarding call, so what I'd like is to leave with a clear list of what we connect first, who owns each source on your side, and what happens in the first couple of weeks.
- Kelly Swainston NoneGreat. Can I say one thing first? I've got a service review coming up with one of the beauty brands, and I'm pulling it together the old way, spreadsheets and three different exports. That's exactly why we bought this. So the quicker we get returns in, the better.
- Laura Penhaligon NoneThat's a good place to start, actually. Returns first, then orders?
- Kelly Swainston NoneReturns first, then orders. Always. If a brand is going to raise something, it's nearly always returns. I want to spot it before they do. What did the brand see, that's the question I keep asking the team.
- Josh Pearce NoneWhich in practice means the returns tickets and the warehouse system. Orders sit somewhere else again. So that's at least two, probably three sources before we even touch the review notes.
- Laura Penhaligon NoneOkay. Let me share my screen, I've got the connector plan open. You're on Growth, so you've got room for eight connectors in total, and forty users. We won't use all eight on day one. Better to get three or four loading cleanly and then add.
- Kelly Swainston NoneFine by me. I'd rather have a few that work than a lot that are half there.
- Josh Pearce NoneSame. I'm the one who'll get the calls if a feed breaks.
- Laura Penhaligon NoneFair. So, Josh, you're down as admin. That means you hold the credentials and you're the person I'd come to if something stops syncing. Is that how you see it?
- Josh Pearce NoneYes, that's me. Though I should say there's only me at the moment. If I'm off, there's nobody else who knows the setup.
- Laura Penhaligon NoneRight, worth noting. Maybe we nominate a second admin before we finish, even if it's someone who just holds the logins in a pinch. Kelly, any thoughts?
- Kelly Swainston NoneLet me think. Probably one of the senior client managers. I don't want it sitting with someone who's not hands on. I'll come back to you on that.
- Laura Penhaligon NoneThat's fine. Now, the first connector. Returns tickets. Josh, which system do they live in?
- Josh Pearce NoneThe helpdesk. Each brand has its own queue, and returns get tagged. The tagging's a bit inconsistent, mind. Some of the team use the tag, some write it in the subject line.
- Kelly Swainston NoneThat's my fault, I'll be honest. We never agreed one way. I can sort that with the client managers, it's a ten minute conversation.
- Laura Penhaligon NoneThat would help a lot, because the brain reads what's there. It can cope with messy, but cleaner tags mean cleaner answers when someone asks, for instance, how many returns are open for a given brand.
- Kelly Swainston NoneOkay, so that's an action for me. Agree one returns tag, tell the team.
- Laura Penhaligon NoneLovely. Second, the warehouse system, for orders and dispatch. Josh?
- Josh Pearce NoneThat's the one I'm least sure about. We've got two sites near the M18 and they don't run identically. One's the newer setup. I'd want to connect the newer one first and leave the other for later.
- Kelly Swainston NoneHang on, is that going to leave half the brands out?
- Josh Pearce NoneNot half. Most of the beauty ones are on the newer site. The health brands are split.
- Kelly Swainston NoneThen beauty first is fine. That's where the review is anyway. Let's take the facts to the review, and the facts are mostly beauty at the moment.
- Laura Penhaligon NoneGood, that's a sensible order. So connector one is the helpdesk, connector two is the newer site's warehouse system. Third, do you want the CRM, where the service review notes and account details sit?
- Kelly Swainston NoneYes, but after those two. The notes are patchy anyway. I'd rather the brain showed us the gaps than pretended.
- Laura Penhaligon NoneThat's honest, and it's useful. Okay. Josh, what do you need from me to get the first one going?
- Josh Pearce NoneA list of exactly what access it needs, read only if possible. Then I can raise it with our IT lead. I don't want to hand over anything broader than it has to be.
- Laura Penhaligon NoneRead only is all we need. I'll send that over today with the permission names. And because the brain runs inside your own Snowflake account, the data doesn't leave your environment, which usually makes the IT conversation easier.
- Josh Pearce NoneThat helps. That's the first thing they'll ask.
- Kelly Swainston NoneAnd users? We've got forty seats. I don't want to switch everyone on at once, they'll try it, hit a half empty brain and never come back.
- Laura Penhaligon NoneAgreed. I'd suggest a small group first, you and Josh and a couple of client managers, ideally the beauty team. We run a training session once the first data is in, and then open it up.
- Kelly Swainston NoneNatasha, definitely. She runs beauty and she's keen. Probably one more.
- Laura Penhaligon NoneGreat. I'll put Natasha down for the training. So, to recap. Kelly agrees one returns tag and nominates a second admin. Josh takes the access list to IT. I send the permissions today and book the training for after the first load. Anything I've missed?
- Josh Pearce NoneOnly that I'd like a check once the first load's done, that the record counts look right against what I see in the helpdesk.
- Laura Penhaligon NoneYes, absolutely. We'll do that together. Good call.
- Kelly Swainston NoneBrilliant. Right, I've got to go and finish that review pack. Thanks both.
- Laura Penhaligon NoneThanks, Kelly. Thanks, Josh. Speak soon.
- Josh Pearce NoneCheers. Bye.
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