Thackwray Logistics / BG-Demo – Check In
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Thackwray Logistics · 21 Nov 2025 09:15
Amara Obi introduced herself as the new CSM. Active users are up by nearly a third to about ten, tickets are quiet, and Kelly Swainston agreed to give a value sentence ahead of the 3 Apr 2026 term end.
What was said
What this says
As at Fri 9 Oct 2026Amara Obi introduced herself as the new CSM. Active users are up by nearly a third to about ten, tickets are quiet, and Kelly Swainston agreed to give a value sentence ahead of the 3 Apr 2026 term end.
What happened: Amara Obi, newly on the account, held her first check-in with Kelly on 2025-11-21. Kelly said reviews now start from shared facts and that she can spot returns problems before brands raise them.
Customer view: Nothing is raised with support, and staleness questions are settled by pointing people to the morning's data. Kelly wants answers that lead with what changed.
Commercial: Active use is about ten against 40 Growth seats, including some site ops managers. Kelly is considering the team leads on the second site.
Watch: The evidence does not show who holds the budget. Amara wants that person in the room, and the renewal conversation is planned for the new year with Sophie Ling.
Themes
As at Fri 9 Oct 2026Theme
New CSM, value and renewal
Importance
renewal
Sentiment
positive
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Amara to send the usage chart and QBR options for the new year, after the end-of-year reviews.
- Kelly to send a short value sentence, and to try the what-changed wording and report back.
Risks
As at Fri 9 Oct 2026- The budget holder was not named on the call and is not yet part of the renewal conversation.
- Kelly is cautious about adding team leads, and she wants no renewal step taken without her seeing it.
Opportunities
As at Fri 9 Oct 2026- About ten active users against 40 Growth seats leave room to bring in the second site's team leads.
Transcript
Amara ObiHello, Kelly? Can you hear me?
Kelly SwainstonHi, yes, I can. Morning. You're Amara, aren't you?- Amara ObiThat's me. Good morning, and thanks for making time on a Friday. Let me introduce myself properly: I'm the customer success manager for Thackwray at BG-Demo now. I joined in the autumn and I've picked up your account. I've read through Marcus's notes and the history, but I'd much rather hear it from you. So, what does good look like for you this quarter?
- Kelly SwainstonOh, that's a proper question. Ha. Well, good looks like me not scrambling before reviews. We've got the end-of-year service reviews coming for the brands, and I want every client manager walking in with the same facts.
- Amara ObiGreat, that's clear. Can I share a chart? Here's what the numbers say. People active in a typical month are up by nearly a third on the quarter before, about ten in there on average.
- Kelly SwainstonTen. Right. I asked a couple of the site ops managers to have a look since the autumn, so that'll be them as well as the client managers.
- Amara ObiThat's good to hear, and it lines up with the chart. Who else should have access? You're licensed for forty, so there's plenty of room.
- Kelly SwainstonHm. Possibly the team leads on the second site. I don't want to flood people though. Returns first, then orders, that's the habit I want them in, and I'd rather they got it right before there are more of them.
- Amara ObiFair enough. Slow and steady. I'll leave that with you, and if you want a hand with the walkthrough I'm happy to run it.
- Kelly SwainstonYes, maybe. Let me see how the reviews go.
- Amara ObiNext thing on my page is tickets. You've raised nothing with us in the last month. Is that as quiet as it feels?
- Kelly SwainstonHonestly, yes. It just works. The only thing I'd say is that people ask me whether it's up to date, and I tell them it refreshes overnight and they should look at the morning's data. That seems to settle it.
- Amara ObiGood. If anyone sees something stale, tell me, and I'll chase it the same day. I'd rather hear early than late.
- Kelly SwainstonOkay. Will do.
- Amara ObiCan I ask what the team is actually using it for? Marcus said it was mainly returns.
- Kelly SwainstonStill is. The review wording Marcus showed me, the saved question, we all use it now. Each client manager asks the same thing before a review and gets the orders, the returns tickets and the notes in one go. What did the brand see? That's the question.
- Amara ObiLovely. And has it changed how the reviews go?
- Kelly SwainstonA lot. They start from the facts. Nobody's arguing about whose spreadsheet is right. And I can spot returns problems before the brand raises them, which is what I always wanted.
- Amara ObiThat's a great thing to be able to say. Do you mind if I write that down as the value, in your words? When it comes to the renewal I'd like it to be your sentence, not mine.
- Kelly SwainstonGo ahead. Though I'd better see it before it goes anywhere.
- Amara ObiOf course. Nothing goes anywhere without you seeing it. While we're on the renewal, you're contracted to 3 Apr 2026, with the renewal date on 4 Apr 2026. I'd like to start that conversation properly in the new year, and Sophie Ling will be involved on the commercial side.
- Kelly SwainstonOkay. That's a way off, so that's fine. What do you need from me?
- Amara ObiNot much now. Just what I said: the value in your words, and who else should be in the room when we talk, whoever holds the budget on your side. I'd like to avoid any surprises.
- Kelly SwainstonUnderstood. I wouldn't do anything without them anyway.
- Amara ObiPerfect. So, the quarterly review. Growth includes one, and I'd like to get the next QBR in the diary. Shall I send a couple of options after the end-of-year reviews?
- Kelly SwainstonYes. Not before, though. I'm head down until those are done.
- Amara ObiUnderstood. I'll send times for the new year. And I'll put the usage chart in the email so you've got it.
- Kelly SwainstonPlease. It's useful to show the team that people are using it. They like seeing the line going up.
- Amara ObiIt's a nice line. One more question and then I'll let you go. Is there anything you wish it did that it doesn't, or anything that's annoying?
- Kelly SwainstonHm. Let me think. Not really. Oh, one thing. When I ask for a brand's whole history it sometimes takes me a minute to read. I'd like it to lead with what changed.
- Amara ObiThat's something you can shape in how you ask, actually. Ask for what changed since the last review, and returns first. Try it, and if it doesn't work, send me the question and I'll look.
- Kelly SwainstonRight, will do. I'll try it on the next brand.
- Amara ObiGreat. So, to recap: I send the usage chart and some QBR options for the new year, you try the what-changed wording and let me know, and you think about the team leads on the second site.
- Kelly SwainstonAnd I'll send you the sentence about value, when I've thought about it. It'll be short.
- Amara ObiShort is perfect. Anything else from your side?
- Kelly SwainstonNo, that's me. Nice to speak, Amara. It's good to have a face on the account.
- Amara ObiThank you, Kelly, and likewise. Have a good weekend.
- Kelly SwainstonYou too. Thanks, bye.
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