Shawsheen Freight / BG-Demo – Training
Callcompleted
Shawsheen Freight · 26 May 2026 14:30
Laura Penhaligon trained Erin Gallant on search, claims and admin. Erin wants claims calls hidden from dispatch, dispatch leads added to the forty seats, and a second admin. Group-based access and a leads' session were agreed.
What was said
What this says
As at Fri 9 Oct 2026Laura Penhaligon trained Erin Gallant on search, claims and admin. Erin wants claims calls hidden from dispatch, dispatch leads added to the forty seats, and a second admin. Group-based access and a leads' session were agreed.
What happened: Erin joined alone for a 78 minute training call, as her leads were on the dock and in a claims call. Laura walked her through search, the freshness line, the claims view, exports, user access and permissions.
Customer view: Erin liked the search and praised the March go-live. She wants claims leads to see only claims calls and team leads to see everything.
Commercial: Forty seats are in use but dispatch leads are not on yet, so that is where the next logins would come from. Erin said she would have asked for a second admin earlier, which touches the admin load on her tier.
Watch: Erin said last time something went wrong she found out from a complaint. Permissions must be tested with one user before anyone else gets access, and a stale freshness line should be flagged to BG-Demo.
Themes
As at Fri 9 Oct 2026Theme
Training, claims access
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- Laura to set up group-based access for the claims group, test it with one user and show Erin the result.
- Laura to send the setup steps and a short guide for the leads.
- Laura to check dates with Amara for a leads' training session after logins are issued.
Risks
As at Fri 9 Oct 2026- Claims calls could be visible to dispatch users if group access is not set up and tested first.
- Erin is the only person on the call and the admin load sits with her, so there is key-person exposure.
Opportunities
As at Fri 9 Oct 2026- Dispatch leads are not yet on the forty seats, which is headroom for wider adoption.
- A second admin was raised, which Amara can discuss with Erin.
Transcript
Laura PenhaligonHi Erin, can you hear me okay? I can see you but there's a bit of echo on my end.
Erin GallantYes, loud and clear. Sorry, I'm in the little office off the floor, so there's a forklift reversing somewhere behind me.- Laura PenhaligonHa, no problem at all. Is it just you today, or are the others joining?
- Erin GallantJust me for the first half. My leads are on the dock and in a claims call, so I said I'd take notes and walk them through it after. Honestly, it's easier if I learn it first.
- Laura PenhaligonThat's sensible. Right, shall we do the quick bit first? Last time you said the big thing was getting people to find a shipper's loads without going through three screens.
- Erin GallantYes. That was the big one. Our people were copying load numbers into a spreadsheet just to find the claim history. It was ridiculous.
- Laura PenhaligonOkay, I'm sharing my screen now. Can you see the search bar at the top?
- Erin GallantGot it. Oh, that's a lot cleaner than I expected.
- Laura PenhaligonSo you type the shipper name or a load number, and it brings back the loads, the claims against them and any calls that mention the same account. The short answer is it's one search. The longer answer is that it's only as good as what's connected, so if a source is out of date, the results will look thin.
- Erin GallantRight. How would I know if a source was out of date?
- Laura PenhaligonThere's a freshness line at the top of the results. If you see an old date there, something has stuck overnight, and that's the thing to flag to us rather than to the team.
- Erin GallantOkay. Mm. Can we do claims? That's where I want my people spending their time.
- Laura PenhaligonYes, let's go into a claim. Click on the one from last month, the damaged pallet one.
- Erin GallantOkay, I've got it. Wait, why is there a call listed under it? That's from the claims desk, not from customer service.
- Laura PenhaligonGood spot. The call recorder feeds in anything that mentions the claim reference, so you see both sides. If you want to hide a team's calls from a view, that's a permissions question, and I'll come back to it, because it's worth getting right.
- Erin GallantYes, please. I don't want the dispatch people seeing the claims calls. It's not their business and some of it is personal.
- Laura PenhaligonUnderstood. Let's park that and come back to it in a bit. Anything else on the claims view you want to see?
- Erin GallantCan my leads export a list of open claims by shipper? Our account reviews run off that every month.
- Laura PenhaligonThey can export a view, yes. The usual approach is to build the view once and then everyone uses the same version, so the numbers match in every meeting.
- Erin GallantYes, that matters. We had two versions of the same report going round last year and nobody trusted either of them.
- Laura PenhaligonThat's exactly the thing B-Viz is good at, so let's get that set up properly. Shall I note it as a follow-up with Amara?
- Erin GallantPlease. Amara knows what I need. She was great at the go-live back in March, I'll be honest, I didn't think we'd be live that fast.
- Laura PenhaligonThe team did well. Right, let's look at users. You've got forty seats, is that right?
- Erin GallantForty, yes. But honestly the dispatch leads aren't on it yet, and that's where I want the next lot of logins.
- Laura PenhaligonOkay. So the question is who needs what. Dispatch probably needs loads and the freshness line, not claims. Can we map that out before I show you the admin side?
- Erin GallantYes. Give me a minute. I'll write it down.
- Laura PenhaligonNo rush. While you do that, I'll show you how someone gets access and how you remove it when they move on.
- Erin GallantThat last bit is the one that catches everybody out. People leave and their logins stay live.
- Laura PenhaligonExactly, so there's a removal step, and it's also something the account team can check with you each quarter. I'd suggest making it a standing item.
- Erin GallantYes. Put it on the list. Honestly, if I'd known how much admin there is in this I'd have asked for a second admin earlier.
- Laura PenhaligonThat's a common one. A second admin is a good idea once you're past a certain size. We can talk about that with Amara.
- Erin GallantSure. Can we go back to the claims calls? I still want to think about who sees what.
- Laura PenhaligonOf course. Let me find the permissions page. It's under the admin menu, not the main one, which trips people up.
- Erin GallantYes, that's typical. Nobody reads the menus.
- Laura PenhaligonSorry, I'm back. I had to check something on the account, because I wanted to be sure the claims calls are set up the way you described.
- Erin GallantNo problem. I've been reading through the list. Right, so here's what I'd want: claims leads only see claims calls, and the team leads see everything.
- Laura PenhaligonThat's a clean split, and it's achievable with group-based access. What I'd do is set it up for the claims group, test it with one of your users, and then show you the result before anyone else gets in.
- Erin GallantGood. I'd rather test it than assume it works. Last time something went wrong, I found out from a complaint.
- Laura PenhaligonThat's the right instinct. Let's make sure I write it up properly for you.
- Erin GallantSorry, I'm still here, a driver came in with a question about a delivery. Where were we?
- Laura PenhaligonNo problem at all. We were on the group access. I'll send you the setup steps and a short guide for the leads. Do you want a training session for them, or are you happy to cascade it?
- Erin GallantI'd like a session. I'll cascade the basics, but the claims people need to see it on screen. Can we book that for after the leads have their logins?
- Laura PenhaligonYes, let's do that. I'll check with Amara on dates, because she'll want to be on it too.
- Erin GallantRight, I think that's everything from me. You've been really patient with me.
- Laura PenhaligonNot at all. Honestly, you're one of the quicker people I've trained this year, so you're in good shape. I'll send the notes today.
- Erin GallantThanks, Laura. Speak soon.
- Laura PenhaligonSpeak soon, Erin. Bye for now.
- Erin GallantBye.
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