Shawsheen Freight / BG-Demo – Proposal
Callcompleted
Shawsheen Freight · 9 Feb 2026 16:45
Proposal call with the director of customer service and the CFO. Both are keen, but the CFO wants the £62k broken down in writing before he will commit. Adoption and legal timing are the other worries.
What was said
What this says
As at Fri 9 Oct 2026Proposal call with the director of customer service and the CFO. Both are keen, but the CFO wants the £62k broken down in writing before he will commit. Adoption and legal timing are the other worries.
What happened: Jordan walked Erin Gallant and Frank DeLuca through a Growth tier proposal showing £62k. Frank asked whether that was the yearly figure, and Jordan said he would send a breakdown that night rather than answer from memory.
Customer view: Erin described claims questions that span the claims system, the load system and call recordings, taking half a day for one shipper. Her condition for a yes is that her people actually use it.
Commercial: Frank said the figure must hold once he has the breakdown, and then "we're close". A 13 Mar 2026 signing date is a target only, and nothing is agreed until the order form is signed.
Watch: Frank has been burned by vendors whose call and paper numbers differed. Legal review could slip the date, and Erin wants the team trained before the busy season.
Themes
As at Fri 9 Oct 2026Theme
Growth proposal price clarity
Importance
upsell
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- Jordan to send the written breakdown that night to Frank, copying the controller.
- Set a working session on workflows with the supervisors Erin will gather.
- Note in the pack that the order form needs legal review.
Risks
As at Fri 9 Oct 2026- The CFO needs the £62,000 split into recurring and one-off parts and may balk if it does not hold.
- Past adoption failure with a tool owned by IT could repeat without a plan for customer service users.
- Legal review may push signing past the 13 Mar 2026 target.
Opportunities
As at Fri 9 Oct 2026- Growth tier for customer service, with a few dozen users eventually and a smaller start.
- Later growth in users or connectors, which Jordan said would be discussed openly.
Transcript
Jordan PikeHi Erin, hi Frank. Can you both hear me okay?
Erin GallantLoud and clear. Frank's still walking in, give him a second.
Frank DeLucaI'm here. Sorry, the door in this office is a nightmare.- Jordan PikeNo problem at all. So, quick agenda: I want to take you through the proposal, hear what would make this a yes for you both, and agree next steps. We've got about forty minutes, so I'll keep us moving, and you can tell me to slow down.
- Erin GallantThat works. Honestly I've been looking forward to this one, because the team keeps asking when they get something better than what we've got today.
- Jordan PikeLove that. Here's where we are. It's the Growth tier for the customer service side, with the deal showing £62,000 on the proposal. Frank, I know that's the number you'll want nailed down first, so I'll put the exact split in writing, so you're not relying on my memory of the call.
- Frank DeLucaGood. Because I've had two vendors this year where the number on the call and the number on the paper didn't match. I'm not going to chase that again.
- Jordan PikeFair enough. To be transparent, I'd rather you find a problem now than in the signing meeting.
- Erin GallantCan I say what the problem is for us? A claims question right now means I'm in the claims system, then the load system, then I'm listening back to call recordings to find out what the driver actually told the customer. For one shipper that can take half a day.
- Jordan PikeThat's exactly the pattern we see. B-Viz sits over those systems, so your team asks one question and gets the load, the claim and the call notes together. What would make this a yes, for you, Erin?
- Erin GallantHonestly? Getting my people to use it. Last time we bought a tool it lived with IT and nobody in customer service touched it.
- Jordan PikeRight, and that's the risk I'd want built into the plan, not waved away. Who would be your daily users?
- Erin GallantMostly the customer service reps, plus a couple of supervisors. A few dozen people eventually, but I'd want to start smaller and see who actually uses it.
- Frank DeLucaStart smaller meaning what, in licence terms? I need to know what we're paying for on day one versus later.
- Jordan PikeGood question. The proposal is on the Growth tier, and I'd rather show you the limits than hide them. If you need more users or more connectors later, that's a conversation we have in the open, not a surprise on an invoice.
- Frank DeLucaAnd the £62,000, is that the yearly figure, or is there something else folded in there?
- Jordan PikeIt's the deal value on the proposal, and I don't want to answer that from memory and get it wrong. I'll send the breakdown tonight, with each part shown separately so you can see what recurs and what doesn't.
- Frank DeLucaFine. Send it to me and copy our controller. She'll want to see it before I do.
- Jordan PikeWill do. Anything else that would stop this going to order form?
- Erin GallantTiming, mostly. I want the team trained before the busy season, so I'd like it live this year, not next.
- Jordan PikeMakes sense. We've got 13 Mar 2026 pencilled as the signing date on our side. Is that realistic from where you're sitting?
- Erin GallantIt's tight but possible, if legal doesn't drag. I can't promise legal.
- Frank DeLucaLegal always drags. Put a note in the pack that we'll need the order form reviewed, and we'll see.
- Jordan PikeDone. And to be clear, nothing's agreed until the order form is signed, so let's keep the date as a target. What's the one thing you'd need answered before this goes in front of your leadership team?
- Frank DeLucaHonest answer, that the figure holds once I've got the breakdown in front of me. If it does, we're close.
- Jordan PikeOkay. Next steps: I send the breakdown tonight, we set a working session with your team on the workflows, and you tell me who should be in that conversation. Works?
- Erin GallantWorks. I'll pull together the supervisors who'd actually use it, and I'll be straight with them about what I've heard.
- Frank DeLucaYes. Thanks, Jordan. I'll read the breakdown properly before I reply.
- Jordan PikeThanks both. Speak soon.
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