Brakkevoort Logistics / BB-Demo – Onboarding
Callcompleted
Brakkevoort Logistics: documents · 2025-05-15 11:45
A new multi-select field on the helpdesk exception form broke the nightly refresh. Re-running the mapping fixed it and Bas confirmed it by spot check. The call recorder is now connected for customer-facing calls.
What was said
What this says
Current to 11 Oct 26A new multi-select field on the helpdesk exception form broke the nightly refresh. Re-running the mapping fixed it and Bas confirmed it by spot check. The call recorder is now connected for customer-facing calls.
What happened: the helpdesk team added a field and skipped tickets followed. Support replied quickly, Bas re-ran the mapping, and three spot-checked tickets were found with the right category.
Customer view: Bas wanted certainty because Pieter will ask. He agreed to put a change-notice step into the helpdesk change checklist.
Commercial: the recorder went live with a filter on the account management team and a year of history. Laura will draft three saved questions before the first account managers are invited.
Watch: the backup admin is still open. IT said maybe next week.
Themes
Current to 9 Oct 26Theme
Connector sync fix, recorder
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- Laura to draft the three saved questions as pages for Bas to review.
- Bas to agree training dates for the first account managers with Pieter, and Laura to hold time.
- Bas to confirm the backup admin from IT.
Risks
Current to 9 Oct 26- Source-system field changes can silently stop a connector loading if the helpdesk team does not warn Bas first.
- The backup admin is still not in place, so Bas remains a single point of failure.
Opportunities
Current to 9 Oct 26- Transcripts alongside tickets for the same shipper, plus saved questions for Pieter's weekly shipper review, can drive early adoption by the first account managers.
Transcript
Bas Vermeulen NoneHi Laura, am I early?
Laura Penhaligon NoneNot at all, I was just opening the notes. Good morning. How was your week?- Bas Vermeulen NoneGood. A bit hectic. We had a system change on the helpdesk side, I will come back to that. Otherwise fine.
- Laura Penhaligon NoneOkay, that sounds like it belongs near the top. Do you want to start with it?
- Bas Vermeulen NoneYes. So the helpdesk team added a new field on the exception form. And after that, the nightly refresh did not bring in the new tickets properly. I raised a ticket with your support about it. Somebody replied quite quickly.
- Laura Penhaligon NoneI saw it, yes, one ticket. I think it was the field type. The connector did not know what to do with a multi-select, so it skipped the whole record. Did they explain it?
- Bas Vermeulen NoneThey did, more or less. They said to re-run the mapping. I did that on Tuesday and now it is fine, I think. But I want to be sure, because Pieter will ask me.
- Laura Penhaligon NoneLet's look together. I'll share the connector page. Can you see the records indexed?
- Bas Vermeulen NoneYes. It goes up, every night. Last night it went up a lot.
- Laura Penhaligon NoneThat's the catch-up, the skipped tickets coming in. Good. And the refresh time, it finished before seven. So that's healthy. The thing I'd do is a spot check, pick three tickets from the gap and search for them.
- Bas Vermeulen NoneOkay, I have one. A customs hold, a pallet shipment from last week. Searching. Yes, it's there. And the category is right.
- Laura Penhaligon NoneTwo more and we can call it done.
- Bas Vermeulen NoneBoth there. Good. That's a relief.
- Laura Penhaligon NoneOne more thing, and it's general advice. When anyone changes a field on a source system, tell us or tell Bas first. The brain notices when a connector stops loading, but you'd rather know the same day.
- Bas Vermeulen NoneYes. I will ask the helpdesk team to tell me before they change forms. I can put it in the change checklist.
- Laura Penhaligon NonePerfect. Okay. The call recorder. Did you get Pieter's answer?
- Bas Vermeulen NoneYes. Customer-facing calls only, and also the calls with shippers by the account managers, that is the same thing really. He wrote it in an email. He was very clear. One line.
- Laura Penhaligon NoneThat does sound like him. Fine. So we connect it now, with a filter on the call type. Let me show you where.
- Bas Vermeulen NoneI see the filter. By team, by title, by participants. I choose the account management team.
- Laura Penhaligon NoneYes. And the history. How far back do you want to go? The recorder will give us what it has, but the more history the longer the first load.
- Bas Vermeulen NoneI would say the last year. For the shipper reviews that is enough. Older is not really useful.
- Laura Penhaligon NoneFine. Starting it. It runs overnight, and tomorrow you'll see transcripts alongside the tickets for the same shipper. That's where it starts to feel different, honestly.
- Bas Vermeulen NoneGood. And who has access now? Right now it's me and a couple of others for testing. Pieter wants the first group of account managers to be invited.
- Laura Penhaligon NoneThen let's plan it. My suggestion is that before you invite anyone, we fix a first set of saved questions, so on day one they have something to click on. Which questions does Pieter ask in the weekly shipper review?
- Bas Vermeulen NoneWhich shippers have open exceptions, which are older than the agreed time, and what was said on the last call. Those three, mostly.
- Laura Penhaligon NoneThat's a good start. I'll draft those as pages and send them for you to look at. Then we do training for the account managers, with the real data.
- Bas Vermeulen NoneOkay. And the training, who is it for? All the account managers at once?
- Laura Penhaligon NoneI'd say the first group, small, so they can ask what they like. Check with Pieter on dates and I'll hold some time.
- Bas Vermeulen NoneWill do. Thanks, Laura. I'll let you know about the backup admin as well, IT said maybe next week.
- Laura Penhaligon NoneThanks, Bas. Bye for now.
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