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
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:
- 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.
- 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.
- 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.