Brinkerhof Distributie / BB-Demo – Onboarding
Callcompleted
Brinkerhof Distributie: documents · 2025-12-15 12:45
On the 15 Dec 2025 onboarding call Femke van Gestel saw the single installer view and said it was what she asked for. Usage is still only the core team. She will pick sceptical account managers for the first group.
What was said
What this says
Current to 11 Oct 26On the 15 Dec 2025 onboarding call Femke van Gestel saw the single installer view and said it was what she asked for. Usage is still only the core team. She will pick sceptical account managers for the first group.
What happened: Laura Penhaligon showed Femke van Gestel and Bas Kuijpers one view of orders, helpdesk complaints and credit queries per installer. Femke said it was what she asked for at the start.
Customer view: Usage is still mostly Femke, Bas and Laura. Femke wants a first group of the most sceptical account managers and does not want to wait.
Commercial: The Growth licence has room for 40 users, so there is space to widen after the first group. Nothing on the call touches price or renewal.
Watch: The accounting connector is still outstanding and sits with finance, and credit queries depend on it. Duplicate installer records are being merged in the CRM by Bas.
Themes
Current to 9 Oct 26Theme
Onboarding and first rollout
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- Laura Penhaligon writes a short plain-words note on read-only access for finance and prepares the session.
- Femke van Gestel speaks to the head of finance on Wednesday and sends the list of account managers.
- Bas Kuijpers merges the obvious duplicate installers in the CRM and flags the unsure ones to Femke.
Risks
Current to 9 Oct 26- Usage is still limited to Femke, Bas and Laura, so adoption by account managers is unproven.
- The accounting connector depends on a finance team that wants to know exactly what is read.
Opportunities
Current to 9 Oct 26- A first group of sceptical account managers, widened within the 40 users on the Growth licence, can build adoption.
- Credit queries will be visible in one view once accounting access is granted.
Transcript
Femke van Gestel NoneHello Laura. Hello? You are muted, I think.
Laura Penhaligon NoneSorry, yes, there we go. Good afternoon, Femke. Can you hear me now?- Femke van Gestel NoneYes, good afternoon. Bas is here also.
Bas Kuijpers NoneHello. I'm here. Sorry, my camera is not working today, I am just audio.- Laura Penhaligon NoneThat's fine. Did you both survive the weekend? Mine went on a bit too long with the shopping.
- Femke van Gestel NoneHa, yes. Same. Christmas market with the family. Cold feet. Okay, last time's actions. Bas, the helpdesk access. Did it come?
- Bas Kuijpers NoneIt came on Thursday. Our IT colleague was happy with the note from Laura. He said it was the first clear one he got from a vendor this year.
- Laura Penhaligon NoneLovely, I'll take that. And I've seen both connections load since, the CRM and the helpdesk. The accounting system I'd like to talk about in a minute.
- Femke van Gestel NoneGood. And the shortlist, Bas?
- Bas Kuijpers NoneSent, with the doubles. It is a bit more than I thought. A few installers appear twice, one for Flanders and one for the Netherlands, like I said. I wrote a note next to each, whether I think they are the same company.
- Laura Penhaligon NoneThat note was really helpful. I went through it before today. Can I share my screen and show you what the brain does with them?
- Femke van Gestel NonePlease. Let's make it practical.
- Laura Penhaligon NoneOkay, you should see it now. This is one of the installers from the shortlist. On the left, the orders. In the middle, delivery complaints from the helpdesk. On the right, anything marked as a credit query. Does this look like the kind of thing an account manager wants?
- Femke van Gestel NoneYes. Yes, this is it. This is what I asked for in the beginning. One view. Bas, look, the complaint from November.
- Bas Kuijpers NoneI see it. Hm. The status says open, but I believe this one is closed. We closed it by phone, I think. Maybe nobody updated the ticket.
- Laura Penhaligon NoneThat's the kind of thing we want to find. The brain shows what the helpdesk says. If the ticket is still open there, it will look open here. So it may be a process point more than a data point.
- Femke van Gestel NoneA process point. Yes. I will talk to the team. Close the ticket when you close the call. Simple.
- Laura Penhaligon NoneLet me show the duplicates now. Here are the two entries for the same installer. You can see each has its own orders, so the picture is split in half.
- Bas Kuijpers NoneRight. This one I know is the same company. Same owner, same address. They only changed the name when they opened in Belgium.
- Laura Penhaligon NoneThen the cleanest route is to merge in the CRM itself, rather than patch it in the brain. Otherwise it will drift back. Is that something you're comfortable doing, Bas, or do you need Femke's say first?
- Femke van Gestel NoneBas decides for the obvious ones. If he is not sure, he asks me. Okay Bas?
- Bas Kuijpers NoneOkay. I do the obvious ones this week and I tell you which ones I am not sure about.
- Laura Penhaligon NonePerfect. After that I'll re-run the load, so the merged accounts show as one.
- Femke van Gestel NoneNow the accounting system. You said you wanted to talk.
- Laura Penhaligon NoneYes. It's the one still outstanding. The credit queries need it, otherwise we only see the ones that came through the helpdesk. I need the same sort of admin access Bas arranged for the others.
- Bas Kuijpers NoneThat one is with our finance team, not IT. They are more careful. I think they will want to know exactly what is read and what is not.
- Laura Penhaligon NoneCompletely reasonable. It's read access for what we need, nothing is written back. I can write that up in plain words for them, same as the helpdesk note.
- Femke van Gestel NoneYes. Write it for finance. Short. They do not read long. I will speak to the head of finance on Wednesday myself. Then it is quicker.
- Laura Penhaligon NoneThat would help enormously, thank you.
- Femke van Gestel NoneNow the thing I care about. Account managers. Do they use it? Right now, who is in there?
- Laura Penhaligon NoneHonestly, still mostly you two and me. Usage is very low, as you'd expect before anyone else has been invited. A couple of days a week somebody opens it. That's the point of the next step.
- Femke van Gestel NoneOkay. So what is the plan? I do not want to wait until January.
- Laura Penhaligon NoneMy suggestion: pick a small group of account managers, maybe a handful, and give them a short session on one question. Before you visit an installer, ask the brain. We keep it to that. Then check in with them after two weeks and see who actually used it.
- Bas Kuijpers NoneHow do we create their accounts? One by one, or from a list?
- Laura Penhaligon NoneFrom a list is easiest. Send me the names and email addresses and I'll set them up. We have room for forty in total on your licence, so there's plenty of space to widen after the first group.
- Femke van Gestel NoneGood. I choose the group. Not the most friendly ones. The ones who are most sceptical. If they like it, everybody likes it.
- Laura Penhaligon NoneHa, brave. I like it though. Sceptics ask better questions.
- Femke van Gestel NoneSo, actions. Bas merges the obvious doubles and tells me the unsure ones. I speak to finance on Wednesday. Laura writes the note for finance and prepares the session. I send the list of account managers. Right?
- Laura Penhaligon NoneThat's all of it. I'll send a short summary of this call in writing too, so we have it in one place.
- Bas Kuijpers NoneGood for me.
- Femke van Gestel NoneThank you Laura. Thank you Bas. Groetjes.
- Laura Penhaligon NoneThanks both. Speak soon, bye.
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