Sample past call

Call: Northwind discovery — dispatcher exception workflow
Date: 2026-07-28
Attendees: Dana Kim (Northwind Logistics, Director of Operations),
Alex Rivera (Vendor Co, Account Executive)

[00:02] Alex: Thanks for making time, Dana. Last we spoke you mentioned
the exception backlog was the thing keeping your dispatch leads up at
night — is that still the right place to start?

[00:03] Dana: It is. Our dispatchers log exceptions in a shared
spreadsheet, and someone spends probably 8 to 10 hours a week just
chasing down exception statuses. We missed an SLA with a mid-size
account last quarter because an exception sat unnoticed for two days.

[00:07] Alex: Who else feels that pain besides your team?

[00:08] Dana: Priya Shah — she runs our IT integrations. Anything that
touches the TMS goes through her, and she'll want to see how your tool
authenticates. We use Okta for SSO, and honestly SSO support is a hard
requirement. The last vendor we evaluated fell over on that.

[00:12] Alex: Good to know. We support Okta out of the box — I'll have
our solutions engineer show the SSO flow live rather than just claim it.

[00:14] Dana: That would help. One more thing — we've got Fresco
Consulting helping us run this evaluation, so Marco from their side may
join future calls. They ran the RFP when we looked at FleetPilot two
years ago. We didn't buy it — pricing scaled per-vehicle and that
penalized us badly in peak season.

[00:18] Alex: Understood — per-seat pricing is something we should walk
through explicitly then. What does your timeline look like?

[00:19] Dana: Board asked for a logistics-ops review this quarter, so
we want a decision before Q4 planning starts in October.

[00:21] Alex: Then let me propose this — a demo focused on the
exception workflow and the Okta SSO flow, with Priya in the room. I'll
also send over our integration security doc by Friday.

[00:22] Dana: Works. Send the invite.