Shawsheen Freight / BG-Demo – Onboarding
Callcompleted
Shawsheen Freight · 7 May 2026 14:00
Laura confirmed the call-recorder sync is fixed after an IT field-name change, and demoed search showing load, claim and call notes together. Erin said search is enough for now and wants two team leads added.
What was said
What this says
As at Fri 9 Oct 2026Laura confirmed the call-recorder sync is fixed after an IT field-name change, and demoed search showing load, claim and call notes together. Erin said search is enough for now and wants two team leads added.
What happened: The sync broke when a colleague in IT changed a field name. Once the mapping was corrected the backlog came through, and Jared confirmed nothing is missing.
Customer view: Erin reacted well to the combined view of load, claim and call notes. She also said a lot of the team is still getting used to it.
Commercial: Erin declined dashboards for now, so no dashboards builder interest yet. Adding two team leads is a small user-access change, with no sign yet of pressure on the user limit.
Watch: A user asked whether they may query call notes at all, which is a policy gap. Laura owes a one-page note on what is searchable, and Erin owes written access approval.
Themes
As at Fri 9 Oct 2026Who was there
BG-Demo
Them
Follow-up
Next steps
As at Fri 9 Oct 2026- Laura to send Erin a one-page note on what is searchable.
- Erin to send written approval for the two team leads so Jared can add them.
- Agree the next session in two weeks once names and the note are in.
Risks
As at Fri 9 Oct 2026- Staff are unsure whether they may query call notes, which could slow adoption until the policy note is sent.
- A source system change by IT broke the sync once and could recur without a named export owner.
Opportunities
As at Fri 9 Oct 2026- Dashboards are parked, but can be revisited once the team has used search for a while.
- Adding the two team leads widens use across the customer service team.
Transcript
Laura PenhaligonRight, let's start with the call recorder. It's connected now, and the calls from the last few weeks are coming through. Jared, you were the one who found the export owner.
Jared PelletierYes, it was a colleague in IT. They changed a field name, and that's what broke the sync for a while. Honestly it took longer than it should have.
Erin GallantWe had one ticket come in about it, and I could tell the team was getting frustrated. Did that get fixed?- Laura PenhaligonIt did. The ticket was about calls not showing up for a day, and once the field mapping was corrected, the backlog came through. I checked the samples this week.
- Jared PelletierI can confirm the backlog is in. Nothing's missing on our side that I can see.
- Erin GallantGood. The supervisors want to know if the search will show call notes next to the load record, the way we talked about in the proposal.
- Laura PenhaligonIt does now. If you search a shipper, you see the call notes, the claim and the load together. I'll show you on the screen in a minute.
- Erin GallantPlease. Also, who else should have access? I'd like to add the two team leads.
- Jared PelletierI'll need that in writing from you, Erin, so I can add them properly and not guess.
- Erin GallantDone. I'll send it today.
- Laura PenhaligonLet me share the screen. Here's a search on a shipper. You get the load, the claim and the call notes in one view.
- Erin GallantOh, that's exactly the thing. Can you do the same for a claim with a driver name in it?
- Laura PenhaligonYes. Let's test it on a sample claim first. I'll keep the test records to ones we both agree on.
- Jared PelletierWhile we're here, the dashboards. Erin, do you need a view for the supervisors, or is search enough for now?
- Erin GallantSearch is enough for now. The supervisors will use it on calls, not in reports.
- Laura PenhaligonGood. We'll look at dashboards later, when the team has been using search for a bit.
- Jared PelletierAgreed. I'll note that for the next session, and I'll also check the access list is complete.
- Erin GallantThanks. Honestly, a lot of the team is still getting used to it. Someone asked today whether they're allowed to query the call notes at all, and I didn't know the answer.
- Laura PenhaligonThat's a good question for me to answer in writing. I'll check the policy on what's searchable and send you a one-page note.
- Jared PelletierThanks. I'll make sure the access list matches that note.
- Erin GallantGood. Let's pick the next session, and I'll send the names.
- Laura PenhaligonNext session in two weeks, once the names are in and the note is sent. Speak soon.
- Jared PelletierThanks both.
- Erin GallantThanks, bye.