Shawsheen Freight / BG-Demo – Kickoff
Callcompleted
Shawsheen Freight · 8 Apr 2026 14:30
Kickoff with Shawsheen Freight. Erin Gallant wants an end to screenshots of claims history. The call recorder export is uncertain after a change, so the helpdesk goes first. Only a couple of people have logged in so far.
What was said
What this says
As at Fri 9 Oct 2026Kickoff with Shawsheen Freight. Erin Gallant wants an end to screenshots of claims history. The call recorder export is uncertain after a change, so the helpdesk goes first. Only a couple of people have logged in so far.
What happened: Amara Obi opened as the new customer success manager and Laura Penhaligon set the build order: helpdesk, claims system, accounting system, then CRM. The call recorder build is held until Jared Pelletier finds who changed the export.
Customer view: Erin defined success plainly and wants proof in the helpdesk first. She is cautious about seats and wants real numbers at the next QBR, not a demo.
Commercial: Laura cited a contract of £50k a year and a customer start of 27 Mar 2026. Erin asked who gets the forty seats first, and only a couple of people have logged in, so adoption is the early risk.
Watch: The call recorder source is unverified. Jared reports no data lag so far, but nothing is live yet to test that.
Themes
As at Fri 9 Oct 2026Theme
Kickoff and connector order
Importance
neutral
Sentiment
neutral
Voice
decision-maker
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Laura sends the connector plan this week with a named owner for each source.
- Jared finds who changed the call recorder export.
- Amara and Erin agree a first user list, and Amara chases the QBR date.
Risks
As at Fri 9 Oct 2026- The call recorder export changed last year and its contents are unverified, so that build is on hold.
- Only a couple of people have logged in so far, against forty seats.
- Erin expects real numbers rather than a demo at the next QBR.
Opportunities
As at Fri 9 Oct 2026- A clear first user list, including two Boston team leads, could widen adoption of the forty seats.
- A proven helpdesk source gives an early value case for the customer service team.
Transcript
Amara ObiHi all, I'm Amara, I'm the customer success manager for Shawsheen now, so I'll be your main point for adoption and the reviews. Before we get into the build, what does good look like for you this quarter?
Erin GallantGood is that my team stops asking me for screenshots of claims history. That's the honest version.- Amara ObiThat's a really useful answer. Here's what I'll be tracking, then. Laura, over to you.
Laura PenhaligonThanks Amara. Hi everyone, I'm Laura, I'm the implementation consultant on this, so I'll be doing the build and the connectors with Jared. The contract is £50,000 a year and you've been a customer since 27 Mar 2026, so the first job is getting the sources right. Jared, can you take us through what's connected in your environment?
Jared PelletierSure. We've got the call recorder, the helpdesk, and the claims system. Honestly the call recorder is the one I'm least sure about, because we changed the export last year and I'm not certain what came with it.- Laura PenhaligonThat's useful to know now, not in month three. Who set the export up before the change?
- Jared PelletierI'd have to check. A colleague in IT made that change, and I wasn't in the room. I can find out who.
- Amara ObiLet's make that an action with a name against it. Jared, can you own finding the source? Laura, I'd hold the call recorder build until we've got that answered.
- Laura PenhaligonAgreed. Then the helpdesk goes first, it's the cleanest source and it's where most of the questions start.
- Erin GallantAgreed. Customer service lives in the helpdesk, so that's where I'd want the proof first.
- Laura PenhaligonGood. Then the claims system, then the accounting system for the billing side, and the CRM last because it changes the most. We won't switch them all on at once.
- Erin GallantFine by me. Can I ask about the forty seats? Who gets them first?
- Amara ObiGood question. Let's agree a first list before we finish. Who else should have access, Erin, beyond the supervisors?
- Erin GallantTwo team leads in the Boston office, and I want to be careful about new starters. The seats are not free.
- Amara ObiThat's the right instinct. Here's what the numbers say at the moment: only a couple of people have logged in so far. That's fine for a kickoff, but I want the group bigger by the next check-in.
- Jared PelletierFrom the admin side, I'd like the access list in writing so I'm not guessing who's allowed in. I'll send you my questions once I've checked the export.
- Laura PenhaligonPlease do. I'll send the connector plan this week, with a named owner for each source and the order I'm proposing. I'd rather you push back on it now than after it's live.
- Erin GallantSounds good. And we test on a sample first, before anyone's real questions go into it?
- Laura PenhaligonYes. We test on a sample set first, then we run a day of live questions with your team watching, and I'll sit in.
- Amara ObiLet's get the next QBR in the diary, then. Erin, is there a date you'd prefer?
- Erin GallantEnd of next quarter would be better for me. I'd like to see real numbers by then, not a demo.
- Amara ObiThen we'll book it, and I'll send a short note with what the numbers should show by then, so we're measuring the same thing.
- Laura PenhaligonOne more from me. The nightly refresh should have the data ready by the start of the working day. Has anyone noticed the data lagging?
- Jared PelletierNot that I've seen. Nobody's complained, which I'm taking as a good sign, but I'll check.
- Laura PenhaligonGood. That's the answer I'd want. If it's quiet, we'll look at it again once the sources are live.
- Amara ObiRight, let me summarise, then we can wrap. Laura sends the connector plan this week. Jared finds the owner of the call recorder export. Erin and I put a first user list together, and I'll chase the QBR date.
- Erin GallantThat's right. I'll speak to the supervisors this week too.
- Jared PelletierWorks for me.
- Laura PenhaligonThanks all. Speak soon.
- Amara ObiThanks everyone, speak soon.
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