Friday 22 May
Knowledge
10 entries · last added 14 May
Captured by team + system pattern.
Customer playbooks
3
Marker Beverages
8 May
Marker Beverages open every renewal with a price-discipline framing. Service performance is assumed — they don't reward it explicitly. The win is locking in 24–36 month commits with capped escalators tied to GLEC carbon reduction. Their procurement team responds to lane-mix cost transparency more than to OTIF numbers.
Captured by · Account director · Marker Beverages
Aurora Wellness
30 Apr
Aurora Wellness anchor steercos are a quarterly formality — decisions get pre-built in the monthly QBR with the Operations Director. Land the substantive conversation there. Bring the GP-mix detail rather than the service detail; the renewal conversation always lands on commercial first.
Captured by · Account director · Aurora Wellness
Hatch & Loft
14 May
JLR aftermarket subscription is scaling faster than the Solihull bay reconfig can absorb. Capacity ceiling sits at ~140k units/wk before pick accuracy drifts. The conversation to have with their Subscription Lead is about the bay window, not the volume target.
Captured by · Ops manager · Solihull
Lane intel
3
Subcontracted regional
22 Apr
Subcontracted regional · S running 3–4 pts below network average on OTIF for 18 of the last 26 weeks. Default-excluded from premium customer lane mix during peak. Acceptable on commodity FMCG where cost-per-mile matters more than OTIF; not acceptable for life sciences, drinks premium, or anchor retail.
Captured by · Lane review board
NL hub
2 May
Anchor customers with EU footprint can see the commissioning lag in their reporting — Trove Botanicals and Drift Coffee have flagged it twice. The narrative to lead with is the phase-2 readiness call, not the apologetic explanation. Set the expectation at customer onboarding, don't surface it at QBR.
Captured by · Account directors
Pharma cold chain
18 Mar
Tideline Apparel and Shore Books cold-chain audits prep window has been compressing — 7-day prep is no longer sufficient. The system has been auto-booking the 14-day prep ramp since Q1 and audit pass rate has held at 100%. The pattern is stable; lock it as default.
Captured by · Compliance director
Sector intelligence
2
Retail · UK
12 May
Across the four retail anchor accounts (Aurora Wellness, Sainsbury's in proposal, Boots in discovery, Next as a watch account), the renewal conversation is opening with price 2–3 weeks earlier than the 2024 cycle. Pre-flight the pricing narrative for any Q4-cycle account by mid-September.
Captured by · Commercial director
Drinks · on-trade
4 Feb
Drinks brands with significant on-trade presence (Marker Beverages, Pernod Ricard) value weekly operational reporting over monthly. Default reporting cadence shifted for the cohort — the previous monthly review packs were the wrong granularity.
Captured by · Sector lead · drinks
Process & runbooks
2
Pre-meeting brief
26 Mar
When the pre-meeting contact is a CFO, the brief surfaces unit economics first, OTIF detail second. Head of Ops contacts get the inverse. The system reorders the brief automatically when the contact role updates.
Captured by · System pattern
Peak readiness
8 Apr
For three consecutive peaks, bringing the bay rebalance one cycle forward of the ops director's default booking improved week-1 OTIF by 0.4 pts. The system books the earlier slot and flags it for ops director sign-off rather than waiting to be asked.
Captured by · System pattern