Brakkevoort Logistics / BB-Demo – Training
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Brakkevoort Logistics: documents · 2025-06-02 15:45
Ilse de Graaf, an account manager, reports real time savings from the brain and ties it to a review. Two frictions came up: a missed call caused by a naming mismatch, and long answers. Wider rollout waits on Pieter's training rule.
What was said
What this says
Current to 11 Oct 26Ilse de Graaf, an account manager, reports real time savings from the brain and ties it to a review. Two frictions came up: a missed call caused by a naming mismatch, and long answers. Wider rollout waits on Pieter's training rule.
What happened: Laura Penhaligon ran a training session on 2 Jun 2025 with Ilse alone. Ilse saved a three-line morning check page and tried a cross-shipper question on exceptions.
Customer view: Ilse says she now prepares shippers much faster and had an answer ready when Pieter asked in a review. She uses the overdue exceptions page every morning and asks what was promised on the last call.
Commercial: the licence covers forty users with plenty of space. Ilse says Pieter decides who gets access and wants people trained first, so she will show two colleagues the morning check.
Watch: a call was missed because the shipper account name is spelled differently in the recorder. Laura is passing the spelling to Bas for a match rule, which matters for trust in search.
Themes
Current to 9 Oct 26Theme
Training and daily use
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 passes the shipper spelling to Bas so a match rule can be added.
- Laura sends Ilse the note on short answers and the contact name trick.
- Ilse asks Pieter, then shows two colleagues the morning check on Thursday.
Risks
Current to 9 Oct 26- A call was missed because of a name mismatch in the recorder, which could erode trust in search.
- Access for more colleagues depends on Pieter, who wants training first.
- Long answers annoy Ilse and could limit use if not tamed.
Opportunities
Current to 9 Oct 26- The Growth licence has plenty of unused user space for colleagues once Pieter agrees.
- Ilse showing two colleagues the morning check could widen adoption peer to peer.
- Cross-shipper exception questions give Pieter early warning before shippers complain.
Transcript
Laura Penhaligon NoneHello, Ilse. Good afternoon. Can you hear me?
Ilse de Graaf NoneYes, hello. Good afternoon. It's only the two of us, Bas is in a meeting about the helpdesk.- Laura Penhaligon NoneThat's fine. Did you get a chance to use it since the last session? You said you'd try it for the review.
- Ilse de Graaf NoneI did, and I have to tell you, it was good. On Monday I prepared three shippers in the time I normally need for one. And then in the review, Pieter asked a question about one of mine and I had the answer right there. He looked at me, like, how?
- Laura Penhaligon NoneThat's lovely to hear. Which questions did you actually use?
- Ilse de Graaf NoneThe overdue exceptions page, every morning now. And I asked it what was promised on the last call for each shipper. That was the most useful. I used to search my notes.
- Laura Penhaligon NoneGood. So today, I'd like to go one step further. Tell me first, what annoyed you? Honestly.
- Ilse de Graaf NoneTwo things. One, the answer sometimes is very long. I want three lines. Two, once it said there was no call for a shipper but I know I had one.
- Laura Penhaligon NoneOkay, let's take the second one first, because that may be a data question. Do you remember the shipper?
- Ilse de Graaf NoneThe one with the frozen goods. I had a call with them on Tuesday, I think. About the delivery windows.
- Laura Penhaligon NoneRight. Looking at it, there is a call on Tuesday, it's there. But it's listed under the contact's own name, and the shipper account is spelled slightly differently in the recorder. So when you asked by shipper name, it missed it.
- Ilse de Graaf NoneAh. So it is my fault? Or the recorder?
- Laura Penhaligon NoneNeither, really. It's a naming thing. If you ask with the contact's name it appears. I'll pass the spelling to Bas so he can add a match rule and then both will work. I'd also tell you, whenever it says no call and you think there was one, try the person's name.
- Ilse de Graaf NoneOkay. Good, I did not know that trick.
- Laura Penhaligon NoneNow the long answers. You can tell it how you want it. Try adding, answer in three lines, with the ticket numbers last.
- Ilse de Graaf NoneOh, that works. That is much better. Can it remember this for me, so I don't type every time?
- Laura Penhaligon NoneNot as a setting, but you can save the question as a page with the instruction inside it. Let's do that for your morning check.
- Ilse de Graaf NoneSaved. I called it morning check. It has overdue exceptions, then calls from yesterday, in three lines.
- Laura Penhaligon NoneThat's a good habit. Now something a bit different. You said retail shippers are the difficult ones. Let's look across the group rather than one at a time. Ask it which retail shippers have had the most exceptions this quarter, and what the calls say about them.
- Ilse de Graaf NoneIt says there are two with many exceptions, and their calls mention peak season three times. Hm. That is not a surprise but it is good to see it in one place.
- Laura Penhaligon NoneAnd this is the kind of thing you could bring to Pieter before the shippers bring it to him.
- Ilse de Graaf NoneYes. That is what he always says. See the exception before the shipper complains. I will write it up for the next review.
- Laura Penhaligon NoneLet me show you one more feature, the way to see what changed. If you open a shipper page, there's an activity view, with what's new since you last looked.
- Ilse de Graaf NoneThat's good. So Monday morning I see what happened over the weekend. And I don't need to remember.
- Laura Penhaligon NoneYes. Well, over the weekend, as of the refresh. And do tell your colleagues. You're on a licence for forty users, there's plenty of space, so they can all be added when Pieter is ready.
- Ilse de Graaf NoneI will tell them, but Pieter decides, he is a bit strict about who gets access. He wants them to be trained first.
- Laura Penhaligon NoneThat's sensible. Would it help if you showed two colleagues the morning check yourself? Often that's better than another session with me.
- Ilse de Graaf NoneYes. I can do that on Thursday. I will ask Pieter first.
- Laura Penhaligon NoneOkay, let's use the last bit for practice. Give me a real question you'll have next week that you haven't tried yet.
- Ilse de Graaf NoneI have a shipper meeting about a renewal of their handling agreement. What did they say in the last calls about price, and are there open exceptions that I should fix before the meeting?
- Ilse de Graaf NoneIt gives me two calls. In one they say the rate is too high compared to somebody else. And one exception is open, a delayed pickup. Good. So I fix the pickup this week and I know what they will ask.
- Laura Penhaligon NoneThat's a good outcome. Before we finish, can I summarise what I will do? I'll pass the spelling issue to Bas, and send you the note about asking for short answers and the contact name trick.
- Ilse de Graaf NoneYes, please. And I tell Pieter about the Thursday idea.
- Laura Penhaligon NonePerfect. Thanks, Ilse, this was really helpful for me too. Speak soon.
- Ilse de Graaf NoneThank you, Laura. Bye.
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