Brinkerhof Distributie / BB-Demo – Onboarding
Callcompleted
Brinkerhof Distributie: documents · 2025-12-08 12:15
Onboarding call with Femke and Bas. CRM admin access is arranged, helpdesk access awaits IT. Duplicate installer records are a known issue. Only the two of them use the brain so far, and Femke's test is daily account manager use.
What was said
What this says
Current to 11 Oct 26Onboarding call with Femke and Bas. CRM admin access is arranged, helpdesk access awaits IT. Duplicate installer records are a known issue. Only the two of them use the brain so far, and Femke's test is daily account manager use.
What happened: Laura Penhaligon agreed to start with the CRM connection and first load while Bas Kuijpers waits for IT on helpdesk access. Bas will send a shortlist of installers and a list of doubled records.
Customer view: Femke van Gestel repeated her main test: if account managers do not open it every day, it is a nice project and nothing more. Laura said only the two of them are in it at present.
Data quality: Installers with Dutch and Belgian entities appear twice in the CRM, and some credit questions arrive by email and never reach a system.
Watch: Delay waiting for access moves the plan by the same amount. Elena is named as escalation on the BB-Demo side.
Themes
Current to 9 Oct 26Theme
Onboarding access and adoption
Importance
neutral
Sentiment
neutral
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Bas Kuijpers to ask IT for helpdesk access and send Laura the shortlist and doubled installers list.
- Laura Penhaligon to send a note on the permissions the connector needs.
- Laura and the customer to meet again the following week to review the first load.
Risks
Current to 9 Oct 26- Helpdesk access is still waiting on IT, and any delay moves the plan by the same amount.
- Account managers are not yet using the brain, and Femke says no daily use means a nice project and nothing more.
- Duplicate installer records and credit queries held only in email could weaken what the brain shows.
Opportunities
Current to 9 Oct 26- A shortlist mixing large and complaint-heavy installers can give account managers a quick first useful answer.
- Connecting mailboxes later could capture credit queries that never reach a system.
Transcript
Laura Penhaligon NoneHello, Femke. Can you hear me all right?
Femke van Gestel NoneYes, good afternoon Laura. I hear you fine. Bas is coming, he is finishing another call. One minute.- Laura Penhaligon NoneNo problem at all. How has your week been so far? It's properly grey over here.
- Femke van Gestel NoneAlso grey in Eindhoven. And busy. December is always busy for the installers, everybody wants material before the holidays.
Bas Kuijpers NoneHello, sorry, I'm here. Can you hear me? Yes? Good. Sorry for being late.- Laura Penhaligon NoneNot late at all, Bas. We've only just started. Right, shall we get going?
- Femke van Gestel NoneYes. First, last time's actions. You were going to send us the list of what you need from our side. Did that arrive? Bas?
- Bas Kuijpers NoneIt did. I saw it on Friday. I have done the first half, I think. The admin access for the CRM is arranged, but the helpdesk one I still need to ask our colleague in IT.
- Femke van Gestel NoneSo the helpdesk is open. What is the plan, Bas? When do you have it?
- Bas Kuijpers NoneI ask him today. Maybe he answers tomorrow. I would say before the end of the week, realistically.
- Laura Penhaligon NoneThat's fine. The CRM is the one that matters most for this first stretch, so we can start there and add the helpdesk when it lands. It doesn't block us.
- Femke van Gestel NoneGood. Let's make it practical. What do you do first with the CRM?
- Laura Penhaligon NoneSo the first thing is the connection itself, inside your Snowflake account, and then a first load of the installer accounts. Once that's in, I'd like to sit with you both and check that what the brain shows for an installer matches what your account managers expect to see.
- Bas Kuijpers NoneMatches in what way? The names, or also the orders?
- Laura Penhaligon NoneBoth, really. Names first, because if an installer exists twice in the CRM we'll get two pages for them. That's the usual thing we trip over. Then orders, delivery complaints and credit queries hanging off each account.
- Femke van Gestel NoneYes, we have duplicates. Installers with a Dutch entity and a Belgian entity, sometimes the same owner. Bas knows better.
- Bas Kuijpers NoneIt is a known problem. Not huge, but it is there. Some are the same company with a slightly different spelling. Some are really separate, one for Flanders, one for the Netherlands.
- Laura Penhaligon NoneOkay, that's useful to hear now rather than later. Could you mark up a rough list of the ones you already know are doubled? Doesn't need to be perfect. A spreadsheet is fine.
- Bas Kuijpers NoneI can do that. Not perfect, but a list.
- Femke van Gestel NoneGood. Perfect is not needed. Now the delivery complaints. Where do they live for you, Laura? In the helpdesk?
- Laura Penhaligon NoneFrom what we scoped, yes, the complaints come from the helpdesk, and that's why the access matters. The credit queries I understood come from the accounting system. Bas, is that still right?
- Bas Kuijpers NoneMostly. Some credit questions arrive by email to the account manager and never get into any system. That is the honest answer.
- Femke van Gestel NoneYes. This is a habit problem. Not for today. But I want to know if the brain can still show the ones that are in the system.
- Laura Penhaligon NoneIt will show what's recorded. If the mailboxes are connected later it can pick up more, but let's not run before we walk. Get the three sources clean first.
- Femke van Gestel NoneAgreed. Short steps.
- Bas Kuijpers NoneCan I ask something about the users? We have licences for forty people. Do they all need to be created now?
- Laura Penhaligon NoneNo, not at all. Forty is the ceiling, not a target for this week. I'd create you two as admins, plus a handful of account managers who will test it. Then we widen once it's behaving.
- Femke van Gestel NoneDo the account managers use it? That is my only question in the end. If they don't open it every day, it is a nice project and nothing more.
- Laura Penhaligon NoneFair, and that's the right question. Honestly at the moment it's only the two of you really in there, which is normal at this stage. The aim of the next couple of weeks is to give the account managers a reason to open it.
- Femke van Gestel NoneWhat reason? Be concrete.
- Laura Penhaligon NoneBefore a visit to an installer, they ask the brain: what did this installer order, is there an open complaint, is anything waiting on credit. One question, one answer, instead of three systems. If we get that right for a few installers, word travels.
- Femke van Gestel NoneGood. That is the story I will tell them. Which installers do we start with? I think the ones with most complaints.
- Bas Kuijpers NoneOr the biggest ones. The big ones have the most noise, and the data is dirtier there.
- Laura Penhaligon NoneBoth are sensible. My suggestion is a small mix: a few big ones where we expect mess, a few with complaints. Then we learn quickly. Could you two agree a shortlist before we speak again?
- Femke van Gestel NoneYes. Bas and I do that this week. Bas, you send it to Laura.
- Bas Kuijpers NoneOkay. I send the shortlist and the list of doubled installers together.
- Laura Penhaligon NonePerfect. And from my side, I'll send you a short note on exactly which permissions the connector needs, so your colleague in IT doesn't have to guess. That might speed up the helpdesk question.
- Bas Kuijpers NoneThat would help a lot. He likes things in writing.
- Femke van Gestel NoneEveryone in IT likes things in writing. Fine. Anything else, Laura? Any risk I should know about?
- Laura Penhaligon NoneOnly the usual one: the delay waiting for access. If that drags, the plan slips by the same amount. Otherwise I'm comfortable. Elena is across the account too if anything needs escalating on your side.
- Femke van Gestel NoneGood. So, to be sure. Bas asks IT for the helpdesk access. Bas sends shortlist and doubles. Laura sends the permissions note. Correct?
- Laura Penhaligon NoneCorrect. And we speak again next week to look at the first load.
- Femke van Gestel NoneGood. Thank you both. Groetjes.
- Bas Kuijpers NoneThanks. Speak next week.
- Laura Penhaligon NoneThanks both, bye for now.
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