Brakkevoort Logistics / BB-Demo – Onboarding
Callcompleted
Brakkevoort Logistics: documents · 2025-05-22 15:15
Onboarding call on 22 May 2025. Three connectors are live, Pieter van Dam approved the shipper pages, and the backup admin is still outstanding with a Friday check.
What was said
What this says
Current to 11 Oct 26Onboarding call on 22 May 2025. Three connectors are live, Pieter van Dam approved the shipper pages, and the backup admin is still outstanding with a Friday check.
What happened: Laura Penhaligon walked Pieter and Bas through three connectors, three pages and the chat. Pieter asked for sorting by how late exceptions are, dropped the satisfaction score and asked for the account manager name at the top.
Customer view: Pieter said the call summary was right and that this is what he bought. He also said the team must trust it, because if one answer is wrong they stop using it.
Commercial: Value is visible and the first training group is the account managers who look after the biggest shippers, on their own accounts.
Watch: The backup admin has no rights yet, so Bas is a single admin. Laura warned that a changed source password would stop the load unnoticed.
Themes
Current to 9 Oct 26Theme
Onboarding rollout and admin gap
Importance
praise
Sentiment
positive
Voice
decision-maker
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Bas Vermeulen to send the backup admin request today and have it checked on Friday.
- Laura Penhaligon to update the pages today and Pieter to confirm the training group by tomorrow.
Risks
Current to 9 Oct 26- Only one admin exists, so a changed source password would stop loads unnoticed.
- Pieter said account managers will stop using the brain if answers are wrong.
Opportunities
Current to 9 Oct 26- Pieter said the shipper page is what he bought, which supports a value case at renewal.
- The first training group of account managers can widen adoption on their own accounts.
Transcript
Laura Penhaligon NoneHello, Pieter, hello Bas. Good afternoon.
Pieter van Dam NoneAfternoon. Let's start. Last time, Bas, you had three actions. Backup admin, call filter, change checklist. Where are we?
Bas Vermeulen NoneCall filter is done, Laura and I did it. The checklist is done, the helpdesk team now tells me before they change a form. The backup admin, IT has named somebody, but they have not given the rights yet.- Pieter van Dam NoneSo that one is not done. To be clear, I want it done this week. What is the plan, Bas?
- Bas Vermeulen NoneI send the request today with the exact rights. They said it takes two days normally.
- Pieter van Dam NoneOkay. Friday we check.
- Laura Penhaligon NoneCan I add, just so it's not a surprise, with a single admin, if Bas is away and a password changes on a source, the load simply stops. Nobody would know until the numbers go flat. So it's worth it.
- Pieter van Dam NoneYes. Understood. Now let's make the rollout concrete. Laura, what do you propose?
- Laura Penhaligon NoneSo, three connectors are in, the CRM, the helpdesk and the call recorder. Records are going up each night, refresh is finishing before seven. I've built three pages from the questions Bas gave me, open exceptions, exceptions past the agreed time, and last call summary per shipper. I'd like you to look at them before the account managers do.
- Pieter van Dam NoneShow me.
- Laura Penhaligon NoneSo this is the shipper page. At the top, account details from the CRM. Then the open exceptions with how long they've been open. And underneath, the last calls, with a short summary and the people on the call.
- Pieter van Dam NoneThis shipper. I know this one. They had a big problem last month. The call summary is right. It says that they threatened to move the volume.
- Laura Penhaligon NoneThat's from the call recorder, yes. And the ticket next to it is the one that caused it, if I read it right.
- Pieter van Dam NoneYes. So before, I had to ask the account manager, then ask Bas for the tickets. Now it is here. Good. This is what I bought.
- Bas Vermeulen NoneOne thing I noticed. The order of the exceptions is by date opened. Pieter will want it by how late they are.
- Pieter van Dam NoneYes. By how late. Laura, can you change?
- Laura Penhaligon NoneEasily. I'll sort it by overdue first. Anything else on the page you'd drop or add?
- Pieter van Dam NoneDrop the satisfaction score. We do not use it, it is noise. Add the account manager name at the top.
- Laura Penhaligon NoneDone, both, I'll do it after the call.
- Bas Vermeulen NoneCan I ask about the chat? Can the account managers just ask a question, in normal words?
- Laura Penhaligon NoneYes. Let me try with something real. Pieter, give me a shipper and a question.
- Pieter van Dam NoneAsk which shippers had more than one customs hold and also a call with a complaint.
- Laura Penhaligon NoneIt gives me a short list, and each line links to the tickets and the call. So that's a question you would normally need a spreadsheet for.
- Pieter van Dam NoneYes. Same list I would give in the weekly review. But, to be clear, I need the team to trust it. If one is wrong, they stop using it.
- Laura Penhaligon NoneThat's fair, and that's why every answer shows where it came from. If they click through and it's wrong, tell us, because it's usually a data issue, a mapping, something like that, and we can fix it.
- Pieter van Dam NoneGood. Now the training. Who comes?
- Laura Penhaligon NoneI'd suggest the first small group. You mentioned the account managers who look after the biggest shippers. We'd hold a session next Thursday late morning, and use their own accounts.
- Pieter van Dam NoneThursday works. I will put Ilse in, she is a good first user. She asks hard questions.
- Bas Vermeulen NoneI'll be there too, I want to see what they ask.
- Pieter van Dam NoneGood. So the actions. Bas, backup admin, Friday. Laura, pages updated, today. Me, I confirm the group for Thursday by tomorrow. Anything else?
- Laura Penhaligon NoneNo, that's everything for me. Thanks both.
- Pieter van Dam NoneGroet.
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