Brakkevoort Logistics / BB-Demo – Training
Callcompleted
Brakkevoort Logistics: documents · 2025-05-29 11:45
Training call on 29 May 2025 with account manager Ilse de Graaf on her own shippers. She found the page, search and chat useful, saved time on call preparation, and plans to use it in Monday's review.
What was said
What this says
Current to 11 Oct 26Training call on 29 May 2025 with account manager Ilse de Graaf on her own shippers. She found the page, search and chat useful, saved time on call preparation, and plans to use it in Monday's review.
What happened: Laura Penhaligon trained Ilse de Graaf on shipper pages, cross-source search, chat and saved pages, using her real accounts. Bas Vermeulen mostly listened.
Customer view: Ilse said the shipper page is almost what she has in her head. Call preparation that took at least half an hour also surfaced a missed warehouse follow-up.
Commercial: Bas raised the dashboards builder, which Growth includes, and Pieter wants charts of exceptions per week. Two more colleagues are curious about the tool.
Watch: Refresh is overnight, so changes show the next morning. Ilse accepted that, and Laura said live incidents still go through the helpdesk.
Themes
Current to 9 Oct 26Theme
Account manager training adoption
Importance
praise
Sentiment
positive
Voice
user
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Laura Penhaligon sends a short note with the three habits and links to the pages.
- Laura arranges a follow-up session with Ilse next week to see how it went in practice.
- Laura and Bas agree a time for the dashboard session by email.
Risks
Current to 9 Oct 26- Answers can be wrong because of data mapping issues, and the customer's trust depends on them being fixed quickly.
- Overnight refresh means changes appear the next day, which may disappoint users expecting live data.
Opportunities
Current to 9 Oct 26- Bas Vermeulen wants to use the dashboards builder included in Growth, which would deepen the customer's investment.
- Two more colleagues are curious about the tool, which suggests wider adoption.
Transcript
Laura Penhaligon NoneHello, can you hear me? Good morning, Ilse.
Ilse de Graaf NoneGood morning, yes, I can hear you. I'm sorry, I have a shipper email I need to finish, it's one minute.- Laura Penhaligon NoneNo rush at all. Bas, hi.
Bas Vermeulen NoneHi. I'm only listening today, mostly, but I may have questions on the setup side.- Ilse de Graaf NoneOkay, sorry. I'm here now. Pieter told me this is to learn the new tool, and that I should be honest if it is not useful.
- Laura Penhaligon NoneThat's exactly what I want. So today I'd like to use your own shippers, not a demo. Which accounts do you look after?
- Ilse de Graaf NoneMostly the food importers, and two of the bigger retail ones. The retail ones are the difficult ones.
- Laura Penhaligon NoneThen let's start with one of those. Share nothing yet, I'll do the first bit and then you drive. I'll show you the shipper page first. Can you tell me the name?
- Ilse de Graaf NoneLet's take the one with the cold storage contract. I can give you the name in the chat.
- Laura Penhaligon NoneRight. So this is the page for that shipper. Top, the CRM details, the contract and the owner. Then the open exceptions, then the latest calls. Does that look like what you know?
- Ilse de Graaf NoneYes. It is, wow, it is almost what I have in my head. I normally need three screens for this.
- Laura Penhaligon NoneThat's the idea. Now, the search. Top bar. Type anything, a shipper name, a word from a ticket, a person's name.
- Ilse de Graaf NoneI typed pallet damage. It gives tickets and also calls where they said it. Oh, and a person from the shipper who is in both. Interesting.
- Laura Penhaligon NoneYes, it finds across sources. And that's the difference to searching in the helpdesk alone.
- Ilse de Graaf NoneCan I click on the call?
- Laura Penhaligon NonePlease do. You get the transcript, and it jumps to the passage where it matched.
- Ilse de Graaf NoneHm. This call. This is a call I had. I forgot I promised them a weekly update. That is, that is useful and also a bit embarrassing.
- Laura Penhaligon NoneBetter to see it than to have them remind you. Okay, now the chat. This is where you ask in normal words. Try one that you'd really want an answer to.
- Ilse de Graaf NoneOkay. Which of my shippers have an open exception older than the agreed time and had a call in the last month?
- Ilse de Graaf NoneIt gives me three. Two I know. The third, I did not know. That one has a ticket that was assigned to a colleague who is on leave.
- Laura Penhaligon NoneThat's exactly the type of thing. Nobody was ignoring it, it was just sitting in somebody's queue.
- Bas Vermeulen NoneCan I add something? The assignment field comes straight from the helpdesk, so if you reassign the ticket there, the brain shows it the next morning.
- Ilse de Graaf NoneNext morning. Not straight away?
- Laura Penhaligon NoneRight. The refresh runs overnight and finishes before seven. So today's changes appear tomorrow. For a shipper review that's fine, for a live incident you'd still use the helpdesk.
- Ilse de Graaf NoneOkay, that's clear. Pieter said the same thing, and I did not quite believe him.
- Laura Penhaligon NoneLet's talk about how to ask well. The brain does better with specific questions. Instead of how is this shipper doing, say which exceptions are open, who is the contact, what did we promise on the last call.
- Ilse de Graaf NoneSo I should be, how do you say, boring. Specific.
- Laura Penhaligon NoneYes, exactly. Boring and specific. And if the answer is odd, click the sources, it shows you what it used. If a source is wrong, tell Bas.
- Bas Vermeulen NonePlease do tell me. I would rather fix a mapping on Monday than find it in a review.
- Laura Penhaligon NoneNext, pages. You can save a question as a page, so you don't type it every week. Let me show you with the one you just asked.
- Ilse de Graaf NoneI saved it. I called it, my overdue exceptions. Can Pieter see it?
- Laura Penhaligon NoneIf you share it, yes. Otherwise it's yours only. Pieter has made a few shared ones for the weekly review, they're in the team folder.
- Ilse de Graaf NoneAh, I see them. The one with the overdue first. Okay. That one he will use on Monday.
- Bas Vermeulen NoneLaura, can I ask about the dashboards? Growth includes the builder, I think. Pieter asked me whether I can make charts, for example exceptions per week by category.
- Laura Penhaligon NoneYes, Growth includes the dashboards builder. You'd do that, Bas, as admin, in a different part. I'm happy to do half an hour with you on it another time. Today I'd keep Ilse on the daily use.
- Bas Vermeulen NoneFine. Shall we find a time after this?
- Laura Penhaligon NoneYes, let me look at the diary.
- Laura Penhaligon NoneNow, a second shipper. Ilse, take one of the retail ones and prepare for your next call with them, using only the brain, and tell me what you'd say.
- Ilse de Graaf NoneOkay. So. Two open exceptions, one is late. A call two weeks ago where they asked about a new warehouse for peak season. Nobody followed up on that, I think. I would start with the late one, apologise, and then ask about the warehouse.
- Laura Penhaligon NoneThat sounds like a good call to me. How long would that preparation have taken before?
- Ilse de Graaf NoneHalf an hour, at least. And I would have missed the warehouse thing. I only remembered it now because I saw the call.
- Laura Penhaligon NoneGood. Let's finish with the things to watch. Number one, the chat is a start, not a verdict. Check the sources on anything you'll say to a shipper. Number two, the data is as of this morning. Number three, if something is missing, tell us rather than work around it.
- Ilse de Graaf NoneOkay. I will use it on Monday for the review. And I will tell the others, there are two who are curious.
- Laura Penhaligon NoneLovely. I'll send a short note with the three habits and links to the pages. Then I'd like another session with you next week, to see how it went in practice. Bas, we'll fix the dashboard time by email.
- Bas Vermeulen NoneYes. Thanks, Laura. Thanks, Ilse.
- Ilse de Graaf NoneThank you. This was good. Bye.
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