Brakkevoort Logistics / BB-Demo – Escalation
Callcompleted
Brakkevoort Logistics: documents · 2026-07-23 11:45
Pieter van Dam escalated three high priority tickets about late data after the nightly refresh. BB-Demo offered monitoring, a test and daily updates, but no fix date and no credit yet: Growth credits cover availability only.
What was said
What this says
Current to 11 Oct 26Pieter van Dam escalated three high priority tickets about late data after the nightly refresh. BB-Demo offered monitoring, a test and daily updates, but no fix date and no credit yet: Growth credits cover availability only.
What happened: Dominic Hale confirmed three high priority tickets in thirty days, all about late data, each answered within the hour and closed the same day. Ewan Pryce said the refresh ran slowly rather than failing, the ticketing connector is the slow step, and the cause is not yet known.
Customer view: Pieter said closing the ticket the same day was not the point, because his people started the morning with old data. He asked for a written post-mortem and to hear about any fourth incident from BB-Demo first.
Commercial: Daniel Okafor said Growth service credits are for availability, and the brain was available. Pieter said Marloes will ask about a credit, and Daniel promised an answer by the end of the following week.
Watch: Ewan could not give a fix date until the test on a copy of the data has run. The evidence does not show the outcome of the test or the credit question.
Themes
Current to 9 Oct 26Theme
Late data after refresh
Importance
complaint
Sentiment
negative
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Dominic Hale sends a written update by 16:00 on the day of the call, then a short message each morning.
- Ewan Pryce adds monitoring on the slow step and tests a load order change on a copy of the data early the next week.
- Daniel Okafor comes back to Pieter on the credit question by the end of the following week.
Risks
Current to 9 Oct 26- Three late-data incidents in thirty days have left the customer starting mornings on old data, with no fix date given.
- Growth credits cover availability only, so the customer may feel the freshness commitment does not protect them.
- A fourth incident before the post-mortem is delivered would damage trust further.
Opportunities
Current to 9 Oct 26- Fixing the slow ticketing connector load and keeping the daily written updates could rebuild confidence with the commercial team.
- Working jointly with the customer's source owner on the list of source changes gives a clear route to a root cause.
Transcript
Daniel Okafor NoneHello, Pieter. Thank you for making time at short notice. I have Dominic from support and Ewan from platform with me. Is anyone from your side joining?
Pieter van Dam NoneJust me. Bas is on a site visit. Let's go straight in. Three high priority tickets in a month. What is the plan?
Dominic Hale NoneHello Pieter, Dominic. I will say what is confirmed and what is not. Confirmed: three high priority tickets from you in the last thirty days, all about data arriving late after the nightly refresh. All three were answered within the hour, and all three were closed the same day. Not confirmed: why it keeps happening. I have taken ownership of this.- Pieter van Dam NoneClosed the same day is not the point. Each time my people started the morning with old data.
- Dominic Hale NoneUnderstood. That is on the record, and it is why we are on this call rather than writing to you.
- Daniel Okafor NonePieter, if I may. I know you flagged the first one to me last week, and I told you I would come back with a write-up. Ewan is here to give you the facts so far.
Ewan Pryce NoneFacts so far. The refresh finished late on three mornings. It did not fail. It ran slowly. We have found which step slows down, and it is the load from one of your sources. We do not yet know why it slows on some nights and not others. I will not guess.- Pieter van Dam NoneWhich source?
- Ewan Pryce NoneYour ticketing connector. In short, it is the largest and it loads first. Root cause, not symptom: that is what we are working on.
- Pieter van Dam NoneIs it something Bas did on our side? He changed a source last month.
- Ewan Pryce NoneNot known. I would rather not point at anyone until I have evidence. It may be nothing to do with the change. I will tell you when I know.
- Daniel Okafor NoneAnd to be clear, Pieter, nobody here is saying it is your side. We will look at it jointly, with Bas, if that suits you.
- Pieter van Dam NoneFine. But I want a commitment. What will you do and when? Not maybe.
- Ewan Pryce NoneThree things. One, today we add monitoring on the slow step so we see it before the morning. Two, early next week we test a change to the load order on a copy of your data. Three, we do not ship anything on a Friday, so a live change would be after that test, and I will tell you the day once it passes.
- Pieter van Dam NoneEarly next week is a test. When is the fix?
- Ewan Pryce NoneI cannot give you a date for the fix until the test has run. That is the honest answer.
- Pieter van Dam NoneHonest, yes. I do not like it, but yes.
- Dominic Hale NoneWhat I can commit is communication. Next update by 16:00 today, in writing, to you and to Daniel. After that, a short message each morning once the refresh has completed, until we agree it is stable.
- Pieter van Dam NoneA message each morning. Good. That I can give to the account managers.
- Pieter van Dam NoneNow be straight with me. Is there a credit? Marloes will ask.
- Daniel Okafor NoneI would rather be careful and accurate than quick. On Growth, service credits are for availability. The brain was available on those mornings, it just had older data. I know that is not what you want to hear, and I do not want that to be the end of the conversation. I would rather fix it.
- Pieter van Dam NoneSo my shippers get old data and the answer is no credit.
- Daniel Okafor NoneI hear you. I will take the point back about how the freshness commitment reads for you, and I will come back to you by the end of next week. I will not promise an outcome I do not own.
- Pieter van Dam NoneFine. Write it down. I also want the post-mortem written, not on a call.
- Dominic Hale NoneIt will be written. Once we have a cause, you will have it in plain language, with timings in UK time. Here's what we know today, and I will add to it.
- Ewan Pryce NoneOne request. If Bas can send me the list of sources and when they change, it saves us a day.
- Pieter van Dam NoneI will ask him today. He will send it to you directly.
- Daniel Okafor NoneLet me close the loop. Dominic sends an update by 16:00 today and daily messages after. Ewan adds monitoring today and tests next week. Bas sends the source list. I come back to you on the credit question by the end of next week.
- Pieter van Dam NoneThat is right. And if there is a fourth one, I want to hear it from you before I see it.
- Dominic Hale NoneUnderstood. Thanks, Pieter.
- Daniel Okafor NoneBest wishes, Pieter. Speak soon.
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