Brakkevoort Logistics / BB-Demo – Onboarding
Callcompleted
Brakkevoort Logistics: documents · 2025-04-30 10:45
Bas Vermeulen, the only admin, connected the helpdesk source with Laura Penhaligon and held back the call recorder pending his manager's answer. The call surfaced a single-admin risk and a lookup table for older tickets.
What was said
What this says
Current to 11 Oct 26Bas Vermeulen, the only admin, connected the helpdesk source with Laura Penhaligon and held back the call recorder pending his manager's answer. The call surfaced a single-admin risk and a lookup table for older tickets.
What happened: Laura and Bas confirmed the CRM connector had finished loading and built the helpdesk connector together, with a read-only user and no internal notes. The call recorder was deferred until Pieter confirms which calls to bring in.
Customer view: Bas is ahead of plan and cooperative. He said Pieter wants to filter on the exception category, which the brain will keep as it is.
Watch: Bas is the only admin and named it himself as a risk. Pieter suggested someone from IT as backup, but nothing is agreed.
Commercial: no price or renewal talk. The value case rests on Pieter getting shipper answers without a spreadsheet.
Themes
Current to 9 Oct 26Theme
Helpdesk connector onboarding
Importance
neutral
Sentiment
positive
Voice
user
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Bas to share the lookup table for older tickets with Laura.
- Bas to ask IT about a backup admin.
- Bas to get Pieter's answer on which calls the recorder should bring in.
Risks
Current to 9 Oct 26- Bas is the only admin, so a password change or his absence could leave a source unable to reconnect.
Opportunities
Current to 9 Oct 26- Pieter's wish to filter exception categories by shipper gives a clear first value case for the brain.
Transcript
Laura Penhaligon NoneMorning, Bas. Can you hear me?
Bas Vermeulen NoneMorning. Yes, fine. It's only me today, Pieter has a shipper meeting. He said to carry on without him.- Laura Penhaligon NoneThat's fine. Shall we start with where the connectors are? I can see the CRM one has finished loading.
- Bas Vermeulen NoneYes, it finished over the weekend. I looked at it on Monday and the shipper accounts are all there. The identifiers question, I checked with the helpdesk form owner. It is the new one, and the older tickets we can fix with a lookup table.
- Laura Penhaligon NoneGood, that's the better answer than I hoped for. A lookup table is fine, we can use it in the mapping. Can you share it with me, as a simple file?
- Bas Vermeulen NoneSure, I put it in the shared folder after this call.
- Laura Penhaligon NoneRight. Let me share my screen and we'll do the helpdesk connector together. You've got the permissions list from my email?
- Bas Vermeulen NoneYes. I made a read-only user for the helpdesk. It can see tickets, comments, and the custom fields. I did not give it the internal notes, is that a problem?
- Laura Penhaligon NoneNot for now. The notes are useful, to be honest, because that's where people write what really happened, but you can add them later if the team wants it. Let's start with what you have.
- Bas Vermeulen NoneOkay, it asks for the subdomain. I put it in. And the token.
- Laura Penhaligon NoneGood. Now it's testing the connection. Give it a moment. There, green. So it can reach the helpdesk.
- Bas Vermeulen NoneNice. And now?
- Laura Penhaligon NoneNow we choose what to bring in. Tickets, yes. Organisations, yes, because that's how we join to the shipper accounts. Satisfaction ratings, if you use them.
- Bas Vermeulen NoneWe use them a little. Not many. Bring them in anyway.
- Laura Penhaligon NoneOkay, ticked. One more choice, the exception tickets. Are they a separate form, or a tag?
- Bas Vermeulen NoneA separate form, with a category field. Late pickup, damaged goods, customs hold, that kind of thing. About that, can we keep the category as it is? Pieter wants to filter on it.
- Laura Penhaligon NoneYes, we keep the field exactly as it is. It becomes something you can ask about, like which shippers had the most customs holds this quarter.
- Bas Vermeulen NoneThat would be good for him. He always asks me for that in a spreadsheet.
- Laura Penhaligon NoneRight, so that's the point. Okay, I've started the first load. It will take a while, so we won't watch it. Let's use the time. Have you thought about who else needs admin rights?
- Bas Vermeulen NoneOnly me for now. I know, one admin is a risk, if I'm on holiday. Pieter said maybe somebody from IT as a backup. I will ask.
- Laura Penhaligon NoneI'd push for that. Even just a second person who can reconnect a source if a password changes. It's the usual way these go wrong.
- Bas Vermeulen NoneYes. Understood. Another question. The call recorder. Pieter gave me the admin rights on Friday, so I can connect that one next.
- Laura Penhaligon NoneGreat, then you're ahead of the plan. Before we do it, one thing to flag. The call recorder connector brings in transcripts and the people on each call. Do you want all the calls, or only the customer-facing ones?
- Bas Vermeulen NoneHmm. Only customer-facing, I think. Internal calls with HR, no. I will confirm with Pieter, but I'm fairly sure.
- Laura Penhaligon NoneLet's leave that connector until you have his answer then. It's easier to add calls than to remove them.
- Bas Vermeulen NoneOkay. So what is next for me?
- Laura Penhaligon NoneThree things. Send the lookup table, ask IT about a backup admin, and get Pieter's answer on which calls. I'll watch the helpdesk load and message you when it's indexed, so you can look at a few tickets in the brain.
- Bas Vermeulen NoneThat's clear. Thank you, Laura.
- Laura Penhaligon NoneThanks, Bas. Speak soon.
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