# Executive Briefing Summary — Tailwind Traders

> Fictional account material prepared for the MS-4004 Copilot lab exercises. Not real customer data.

**Account:** Tailwind Traders (CP-BA-0492817)
**Prepared for:** Lynne Robbins, Sales Manager
**Prepared by:** Account Executive
**Date:** 2026-01-14
**Decision point:** March 2026 annual pricing review

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## Situation

Tailwind Traders is one of our fastest-growing commercial parcel accounts. FY2025 volume reached 304,090 parcels, up 93% from January to December, worth approximately $1.48M.

That growth has outrun our service performance. On-time delivery averaged 94.5% against the 95% requirement TWT says its own supplier agreements carry. Two months failed clearly: July at 91.3% during the summer volume surge, and December at 92.7% during peak season — the second consecutive peak below target.

Performance is not evenly distributed. Calgary was the worst-performing site in all twelve months of FY2025, ranging between 86.7% and 92.1% on-time, with the highest returns rate and lowest satisfaction in the network. Calgary alone accounts for most of the national shortfall.

## Why it matters now

Three things converge in Q1 2026:

1. **Procurement has asked for a written proposal** and a competitive benchmark for the March review. Lidia Holloway has requested a benchmark in each of the last two cycles and not received one.
2. **Volume crosses into Band 4** (320,000 parcels/year) during Q2 FY2026. We can either reprice proactively or have the customer discover the threshold themselves.
3. **Western volume is already moving.** Isaiah Langer has an active Northline Courier trial covering an estimated 30% of Western parcels. That estimate is verbal and unverified.

## Recommendation

Bring a combined service and commercial proposal to the March review rather than a rate sheet. Four components, all built on services TWT does not currently buy:

| Component | Addresses | Evidence |
| --- | --- | --- |
| Calgary service recovery plan | Worst site every month of FY2025 | Branch performance data |
| Extend Return Services to AB, BC, NB | Currently ON and QC only; returns rose to 7.2% in July | Monthly and branch data |
| Managed Account Reporting | Nestor's board-pack request, Miriam's "one number" ask | 2025-10-02 email |
| Peak Season Planning | Two consecutive peaks below 95% | Nov–Dec FY2024 and FY2025 |

Price the package against the Band 4 crossing so the commercial conversation and the service conversation happen together.

## What must be validated first

- **Calgary root cause is unknown.** It could be depot linespace, TWT induction timing, or address quality. Do not state a cause in customer-facing material until it is established.
- **The Northline trial** — scope, pricing, and end date are all unconfirmed.
- **The 95% requirement** is referenced in Nestor's emails; we have never seen the contract clause. Treat it as reported, not verified.
- **FY2026 volume forecast** is our extrapolation, not TWT guidance.

## Suggested next step

Request a working session with Nestor Wilke before the end of February to establish the Calgary root cause, then present the combined proposal to Miriam and Lidia at the March review.