Copperwick Logistics / BG-Demo – Onboarding
Callcompleted
Copperwick Logistics · 6 Jul 2026 14:15
Onboarding call with Copperwick's VP Revenue Operations and Salesforce admin. Connectors are loading, but duplicate shippers in Salesforce must be cleaned before a pilot. Tyler Nguyen takes ownership of the TMS feed.
What was said
What this says
As at Fri 9 Oct 2026Onboarding call with Copperwick's VP Revenue Operations and Salesforce admin. Connectors are loading, but duplicate shippers in Salesforce must be cleaned before a pilot. Tyler Nguyen takes ownership of the TMS feed.
What happened: Laura Penhaligon confirmed Salesforce and the TMS files are live and the helpdesk history was due to complete the next morning. Lauren Pacheco saw the shipper view and asked it a question in plain English.
Customer view: Lauren liked the single-page shipper view but refused to put reps on dirty data after duplicate parent and child shippers appeared. She insisted on a named owner, not a team, for the TMS export.
Commercial: Only a couple of the 40 licensed users are in so far. A pilot group of reps is planned, then wider rollout, which is the route to adoption on the Growth tier.
Watch: Trust on day one depends on the shipper clean-up. The TMS feed rests on one admin chasing IT for a named backup.
Themes
As at Fri 9 Oct 2026Theme
Onboarding, data clean-up, pilot
Importance
neutral
Sentiment
positive
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Laura Penhaligon sends Tyler Nguyen the likely-duplicates list the day after the call.
- Tyler cleans the top shippers by the end of the following week and asks IT to name a backup in writing.
- Lauren Pacheco sends pilot names by Friday and Laura runs training the week after.
Risks
As at Fri 9 Oct 2026- Duplicate shippers in Salesforce could erode rep trust at launch if not cleaned first.
- The TMS export has no named IT owner or backup, so a missed file could go unnoticed.
- Only a couple of the 40 licensed users are active so far.
Opportunities
As at Fri 9 Oct 2026- A pilot group of reps running the biggest shippers can prove value before wider rollout.
- Filling the licensed seats would deepen adoption and support the renewal case.
Transcript
Laura PenhaligonHello both. Tyler, Lauren, can you hear me?
Lauren PachecoHey! Yes, loud and clear. Good morning, or good afternoon for you, Laura. Quick agenda, okay? I've got a hard stop at five to nine my time.
Tyler NguyenMorning. I'm here, just waiting on a coffee.- Laura PenhaligonAfternoon from London, yes, a very grey one. Go on, Lauren, what's the agenda?
- Lauren PachecoThree things. One, where are we on the connectors? Two, when can my reps see it by shipper? Three, who owns what, because I don't want any loose ends. Does that work?
- Laura PenhaligonThat's exactly my list. So, connectors. Salesforce is live and indexed, accounts, contacts, opportunities, cases, plus the custom shipper objects Tyler gave us access to. The TMS files have been landing in Snowflake directly since last week, and the helpdesk token arrived on Friday, so that one is loading now.
- Lauren PachecoLove this. What's the time to value? Like, when can I open it and ask about one shipper?
- Laura PenhaligonHonestly, today for Salesforce and the TMS together. The helpdesk history will be complete by tomorrow morning. I'll show you in a few minutes.
- Lauren PachecoGreat. Tyler, anything blocking you?
- Tyler NguyenNot really. The Snowflake role came through from IT, and they confirmed the second copy of the TMS files is fine. The one thing is that the export lands a bit later than I thought. It's more like four thirty than three.
- Laura PenhaligonThat's still comfortably inside the seven o'clock refresh, so no problem. I just wanted it written down.
- Lauren PachecoOkay, second thing, who owns that TMS export? Last time I heard, nobody did.
- Tyler NguyenIt sits with the integrations people in IT. The original job's author has left that team, so it's the team rather than a person.
- Lauren PachecoMm, no. I need a name, not a team. If the file doesn't show up on a Tuesday, who do we call?
- Tyler NguyenFair. For now, call me. I'll own the relationship with IT and chase it, and I'll ask them to name a backup in writing.
- Lauren PachecoDone. Laura, put Tyler down as the owner of the feed.
- Laura PenhaligonWill do. And I'll set up a freshness check on our side, so if the files stop we know before your reps do.
- Lauren PachecoPerfect. Can we see it by shipper now? I want to see what a rep would see.
- Laura PenhaligonYes. Give me a second to share my screen.
- Laura PenhaligonOkay, can you see it? I've searched for one of your larger Midwest shippers. You get the account, the open opportunities, recent loads from the TMS, and the last few support cases, all on one page.
- Lauren PachecoOh, that's it. That's exactly it. Can I ask it something? Like, which shippers have had loads fall off in the last month?
- Laura PenhaligonTry it. Type it in the chat, plain English is fine.
- Lauren PachecoOkay, it came back with a list. Wait, some of these are the same company twice.
- Tyler NguyenYeah, that's the parent and child thing. I did warn you.
- Laura PenhaligonIt's the duplicates we talked about. The brain is showing you what Salesforce has. Nothing's wrong with the connector, it's the source data.
- Lauren PachecoRight, but I'm not putting reps on dirty data. They'll stop trusting it on day one. What's the fix?
- Laura PenhaligonNot everything, just the top shippers. I can export a list of the likely duplicates, ranked by load volume, and Tyler can merge or link the ones that matter. The reps only need the shippers they actually call.
- Tyler NguyenThat's a manageable job. A couple of days, not a week.
- Lauren PachecoOkay, I like that. Tyler, can you have the top shippers clean by the end of next week? Is that fair?
- Tyler NguyenYeah, as long as Laura's list is with me early in the week.
- Laura PenhaligonYou'll have it tomorrow.
- Lauren PachecoLove it. Now, users. We're licensed for 40, right? How many are actually in there?
- Laura PenhaligonJust a couple at the moment, so mostly the two of you, and me testing. That's normal at this stage. The rest of the seats are there for the rollout.
- Lauren PachecoSo I want to start with a pilot group. A handful of reps, the ones who run the biggest shippers. Then everyone else once it's proven. What do you need from me?
- Laura PenhaligonTwo things. A list of who's in the pilot, so Tyler can set up their access, and a time for a short training session. I'd do it as soon as the shipper clean-up is done, so next week or the week after.
- Lauren PachecoLet's go for the week after. I'd rather they see it clean. Tyler, you'll have the pilot names from me by Friday.
- Tyler NguyenSounds good. I'll set them up as soon as I have the list.
- Lauren PachecoAnything I've missed? I've got two minutes.
- Laura PenhaligonJust the recap. Tyler owns the TMS feed and chases IT for a backup. I send the duplicate list tomorrow. Tyler cleans the top shippers by the end of next week. Lauren sends the pilot names by Friday, and I run training the week after.
- Lauren PachecoPerfect. Love this, great progress. Thanks, both. I've got to run.
- Tyler NguyenThanks Laura, speak soon.
- Laura PenhaligonThanks both. Bye for now.
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