Shawsheen Freight / BG-Demo – Discovery
Callcompleted
Shawsheen Freight · 12 Jan 2026 17:30
Erin Gallant and CFO Frank DeLuca described staff switching between transport, claims and call systems. Frank wants figures and a cost breakdown before any commitment. Jordan Pike promised no time saving, price or go-live date.
What was said
What this says
As at Fri 9 Oct 2026Erin Gallant and CFO Frank DeLuca described staff switching between transport, claims and call systems. Frank wants figures and a cost breakdown before any commitment. Jordan Pike promised no time saving, price or go-live date.
What happened: First discovery call with Erin, who runs customer service, and Frank, the CFO. Erin described staff flicking between the transport system, the claims system and the call recorder. A claim can take twenty minutes and sometimes ends in a call back to the shipper.
Customer view: Frank wants the number first. He asked whether the £62k deal amount was annual or the whole thing, and Jordan said the proposal would split annual from set-up. Erin also asked for a rep who does not disappear after signing.
Commercial: No tier was discussed and nobody has measured the time lost. Frank's condition for a yes is that it stops wasted Mondays and does not cost more than it saves.
Watch: The £62k is only the deal amount at that point and its scope is unconfirmed. Frank has to see figures before he engages on price.
Themes
As at Fri 9 Oct 2026Who was there
BG-Demo
Them
Follow-up
Next steps
As at Fri 9 Oct 2026- Jordan Pike to send a summary the same day for Erin and Frank to check.
- Jordan to book a demo on Shawsheen Freight's own data, with the ops lead and someone from IT if Erin can arrange it.
- Jordan to put the annual and set-up breakdown in the proposal.
Risks
As at Fri 9 Oct 2026- Frank will not engage on the price until he has seen a breakdown of annual and set-up costs.
- Nobody has measured the time lost today, so a value case cannot yet be shown.
- Erin is worried about the account being neglected after signing.
Opportunities
As at Fri 9 Oct 2026- A single place for shipper, load and claims answers would replace the ops spreadsheet that goes missing when people leave.
- Erin and Frank are both motivated, and a demo on their own data has been agreed.
Transcript
Jordan PikeHi both, thanks for making the time. Quick agenda: I'd like to hear what's painful today, then I'll show you where we are, then ask what would make this a yes. We've got about thirty minutes, so I'll keep an eye on the clock.
Erin GallantSounds good. I'm Erin, I run customer service. Frank's here because he always wants to know the bill before anything else.
Frank DeLucaHi. That's fair. I'll be honest, I've got a short attention span for anything without a number on it.- Jordan PikeThen we'll get to numbers. Erin, walk me through a normal Monday for your team. What's the pain?
- Erin GallantMostly shipper questions. A customer rings about a load, and we're flicking between the transport system, the claims system and the call recorder. Half the time we can't see the claim history with the load.
- Jordan PikeHow long does that take, roughly? I'd rather ask than assume.
- Erin GallantDepends on the call. A simple one is a few minutes. A claim can be twenty minutes, and then you've got to ring the shipper back because you couldn't find the record.
- Frank DeLucaIs anyone measuring that? Because twenty minutes times a lot of calls is a lot of salary.
- Erin GallantNobody's measured it properly. That's one of the reasons I'm here, I want the number before we decide anything.
- Jordan PikeThat's the right instinct. To be transparent, I can't give you a time saving on this call. What I can do is show you where the information sits today, and we measure it together before anything gets signed. Does that work?
- Frank DeLucaWhat's the cost? The deal amount says £62,000. Is that a year, or the whole thing?
- Jordan PikeIt's the deal amount right now, the total on the deal. I don't want to guess what it covers before we've scoped it, so I'll put the breakdown in the proposal and you'll see exactly what's annual and what's set-up.
- Frank DeLucaFine. Then I'd like the breakdown before I go anywhere near the number.
- Jordan PikeAgreed. Let's get the systems right first. Erin, which systems hold the shipper data, and which ones matter most?
- Erin GallantThe shipper file is in the CRM, the loads are in the transport system, and the claims are in the helpdesk. Calls go to the recorder. Our ops team also keeps a spreadsheet they've been maintaining for ages.
- Frank DeLucaThe spreadsheet's the problem. Every time someone leaves, it goes with them.
- Erin GallantYes. That's why I want this. If the answers live in one place, people don't need to know which spreadsheet is current.
- Jordan PikeWhat would make this a yes? I'm asking directly because I'd rather know now than in three weeks.
- Frank DeLucaIf it stops my team wasting Mondays reconciling spreadsheets, and it doesn't cost us more than it saves. Show me that and you've got a yes.
- Erin GallantAnd a rep who doesn't disappear once we've signed.
- Jordan PikeFair. That's what the customer success side is for. Here's where we are: the proposal will lay out who owns what and when. Can I come back to you with a timeline next week?
- Erin GallantYes, but Frank has to see the figures first.
- Frank DeLucaSorry, I'm back, my screen froze. Erin, what's the expected go-live if we went ahead?
- Jordan PikeI won't promise a date on this call, Frank. The implementation gets scoped properly before we commit, and then we agree the dates together.
- Erin GallantMakes sense to me.
- Frank DeLucaOkay. Next steps?
- Jordan PikeI send a short summary today, you two check it, and I book a demo on your own data. Erin, who else should be on that?
- Erin GallantProbably our ops lead and someone from IT. I'll ask. I don't want to pull everyone in yet.
- Jordan PikeGood. Keep it small until the proposal. Thanks both.
- Frank DeLucaThanks. Speak soon.
- Erin GallantBye.
- Jordan PikeThanks both, I'll be in touch tomorrow. Bye.