Copperwick Logistics / BG-Demo – Check In
Callcompleted
Copperwick Logistics · 14 Sep 2026 14:30
Check-in on 14 Sep 2026 with Lauren Pacheco. Active users have more than doubled, no support issues, invoices paid. The CFO will join the quarterly review wanting ROI by shipper.
What was said
What this says
As at Fri 9 Oct 2026Check-in on 14 Sep 2026 with Lauren Pacheco. Active users have more than doubled, no support issues, invoices paid. The CFO will join the quarterly review wanting ROI by shipper.
What happened: Hollie Grieve reported that average active users over thirty days more than doubled against the previous quarter, well inside the forty licensed. Lauren is still the heaviest user, but reps now ask questions themselves.
Customer view: Lauren is pleased, and reps use the shipper view before calls instead of searching Salesforce and the TMS. She wants the next group of reps onboarded with a one-pager and a short session.
Commercial: The CFO has asked to be brought the ROI at the quarterly review. A questions-by-shipper view and Lauren's retention numbers are the proof.
Watch: Salesforce changes made without notice are the usual cause of connector breaks.
Themes
As at Fri 9 Oct 2026Theme
Adoption growth, ROI proof
Importance
praise
Sentiment
positive
Voice
decision-maker
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Hollie Grieve to send the questions-by-shipper view and a draft one-pager of useful questions.
- Lauren Pacheco to ask Tyler to give a heads up before Salesforce changes.
- Lauren Pacheco to prepare the retention numbers for the quarterly review.
Risks
As at Fri 9 Oct 2026- The CFO expects ROI evidence at the quarterly review and usage alone may not satisfy him.
- A Salesforce change made without notice could break a connector as more reps join.
Opportunities
As at Fri 9 Oct 2026- A new group of account reps is to be onboarded, which raises active users within the forty licensed.
- A questions-by-shipper view could give the renewal a concrete value case.
Transcript
Lauren PachecoHi Hollie! Can you hear me okay?
Hollie GrieveLoud and clear, hi Lauren. Good afternoon. How are you doing?- Lauren PachecoGood, good, a little frazzled. I'm coming off another call and the week's been a lot. Give me one second to pull up my notes.
- Hollie GrieveNo rush at all. It's been a busy one this end too, to be honest.
- Lauren PachecoOkay, got it. So, quick agenda, and I have a hard stop at three, so let's do usage, anything that's bugging the reps, and what's next for the rollout. Sound good?
- Hollie GrieveSounds perfect. Shall I start with usage? I had a look at the numbers this morning before the call.
- Lauren PachecoYes, please. Hit me.
- Hollie GrieveSo, the headline is that it's really moving. Your average number of active users over the last thirty days has more than doubled compared with the previous quarter. You're still well inside the forty licensed users, so there's plenty of room.
- Lauren PachecoLove that. And is that the reps, or is it mostly me and a couple of managers poking around?
- Hollie GrieveIt's a mix. You're still the heaviest user, I won't pretend otherwise, but there's a good spread now of people asking questions on their own. That's what I'd want to see.
- Lauren PachecoOkay. That matches what I'm hearing. A couple of reps told me they pull up the shipper before they call instead of digging through Salesforce and the TMS. That's the whole point, right?
- Hollie GrieveExactly the point. One view of each shipper, before the call rather than after it.
- Lauren PachecoCan we see it by shipper? Like, which shippers are getting the most questions asked about them?
- Hollie GrieveMm, good question. I can pull the questions out by account and send you a view. I'd want to check how we cut it so it's fair, but yes, I think that's doable. Let me take that as an action.
- Lauren PachecoGreat. Because Mike's going to ask me what this is doing for retention, and I'd rather show him by shipper than say vibes.
- Hollie GrieveHa, yes, vibes won't survive a CFO. Is he planning to come to the review next time?
- Lauren PachecoHe'll be on the next one, the quarterly review. He said it in three words, he said bring me the ROI. So that's my homework and yours.
- Hollie GrieveUnderstood. I'll make sure the usage side is solid and you bring the retention side, because it's your numbers that make it credible, not ours.
- Lauren PachecoYep, agreed. Okay, second thing. Issues. I haven't heard any complaints, which is either great or a bad sign.
- Hollie GrieveHonestly, I think it's great. Nothing raised with support in the last month, nothing high priority, and the nightly refresh has been landing on time. Your invoices are all paid up too, so nothing hanging over you there.
- Lauren PachecoLove it. Okay, but the reps are going to find stuff the minute more of them are on. Who do they go to? I don't want a vague owner on this.
- Hollie GrieveFair. Day to day it's the support route, and I'm your named contact for anything about adoption or how it's being used. Tyler would be the first line on your side for the Salesforce connection, I'd imagine?
- Lauren PachecoRight, Tyler owns the Salesforce side. If a field changes, he's the one who knows. Actually, that's worth saying. If he changes anything in Salesforce, can he give you a heads up?
- Hollie GrievePlease do. That's the thing that most often trips up a connector, someone changes a field or an object and nobody tells the brain. A quick note beforehand saves a lot of grief.
- Lauren PachecoDone. I'll tell him today.
- Hollie GrieveBrilliant. Shall we talk rollout then?
- Lauren PachecoYes. So, what's the time to value for a new rep? Because I want to bring on the next group of account reps and I don't want a long training thing.
- Hollie GrieveIt should be short. Most people get it within a session or so, it's mostly knowing what to ask. I could do a short walkthrough for the new group, or give you a one-pager of the kinds of questions that have worked for your team so far.
- Lauren PachecoBoth? The one-pager first, and then maybe a short session. Reps love a cheat sheet.
- Hollie GrieveBoth, then. I'll draft the one-pager from the questions people are actually asking. That keeps it real.
- Lauren PachecoLove this, next step?
- Hollie GrieveOkay, so, from me: the questions by shipper view, and the draft one-pager. From you: tell Tyler about giving us a heads up on Salesforce changes, and start thinking about the retention numbers for the review.
- Lauren PachecoPerfect. And the review is booked, right? I want it on Mike's calendar early.
- Hollie GrieveIt's in the diary for the autumn, I'll resend the invite to him directly so it lands properly.
- Lauren PachecoGreat. Anything else from you?
- Hollie GrieveJust that it's a lovely thing to see this growing so quickly in the first few months. Keep doing what you're doing.
- Lauren PachecoHa, thanks! Okay, I'm going to run, I'm late for my next one. Talk soon!
- Hollie GrieveSpeak soon, Lauren. Cheers, bye.
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