Brinkerhof Distributie / BB-Demo – Onboarding
Callcompleted
Brinkerhof Distributie: documents · 2025-12-29 11:15
Onboarding call on 29 Dec 2025. A domain matching rule fixed misattributed complaints. Invitations wait until the first Monday back. Femke plans to use about fifteen of forty licensed users at first.
What was said
What this says
Current to 11 Oct 26Onboarding call on 29 Dec 2025. A domain matching rule fixed misattributed complaints. Invitations wait until the first Monday back. Femke plans to use about fifteen of forty licensed users at first.
What happened: Laura showed the installer view with CRM and helpdesk complaints. Some complaints sat on the wrong installer, so she added an email domain rule and Bas confirmed three of three test installers were right.
Customer view: Femke wants real questions, not slides, and asked whether using only fifteen or so of forty licensed users was acceptable. Laura said forty is the licence, not a target.
Commercial: This is a Growth onboarding with no price or renewal talk. Low early usage is stated plainly, so adoption is the thing to protect.
Watch: The accounting system credentials are still outstanding, so the credit queries panel is empty. Complaint matching depends on the helpdesk company field, which Bas says is filled in about half the time.
Themes
Current to 9 Oct 26Theme
Onboarding complaint matching
Importance
neutral
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 sends the user invitations on the first Monday back and joins the team meeting.
- Femke van Gestel speaks to the service lead about the company field and sets the team meeting date.
- Bas Kuijpers keeps the matching check and arranges accounting system access when finance is back.
Risks
Current to 9 Oct 26- Complaints are missed when the helpdesk company field is empty, which Bas says is about half the time.
- Accounting system access is still waiting, so the credit queries view is not yet usable.
- Planned use of about fifteen of forty licensed users means early adoption is narrow.
Opportunities
Current to 9 Oct 26- A live demo on real installer complaints could win over the three chosen account managers.
- Once the accounting system connects, credit queries can join the single installer view.
Transcript
Laura Penhaligon NoneHello both. Can you hear me? I think my headset reconnected.
Bas Kuijpers NoneYes, I hear you. Good morning.
Femke van Gestel NoneGood morning. Sorry, I am two minutes late, I was on the phone with a delivery problem. Okay. Last time's actions. Bas, the credentials, you did them?- Bas Kuijpers NoneYes, the CRM account went in last week and Laura loaded it. The helpdesk is also approved now, so that went in as well. Only the accounting system is waiting.
- Femke van Gestel NoneTwo of three. Good. And the names for the account managers, I sent them Friday, Laura?
- Laura Penhaligon NoneYes, I have them, thank you. Three names, and I have set them up as users. They have not been invited yet, I wanted us to agree the first questions before they get an email.
- Femke van Gestel NoneGood thinking. Let's make it practical. What do they see today?
- Laura Penhaligon NoneLet me share. One moment.
- Laura Penhaligon NoneRight. This is the installer view for one account, a test one Bas picked. On the left, the CRM record and contacts. In the middle, the delivery complaints that came through the helpdesk. On the right, there is a gap where the credit queries will sit once the accounting system is connected.
- Femke van Gestel NoneSo the complaints are already there. That is the part the account managers care about most. Good.
- Bas Kuijpers NoneThere is a small issue. Some complaints are attached to the wrong installer, because the helpdesk uses the contact email and the CRM uses the company name. I raised a ticket about it last week.
- Laura Penhaligon NoneYes, I saw it. That is the high priority one. It is not a fault, it is a mapping question, and I think the fix is on your side as well as ours. If the helpdesk has a company field filled in, we can match on that. How often is it filled in?
- Bas Kuijpers NoneNot always. Maybe half. The customer service team enters it when they have time.
- Femke van Gestel NoneThen that is for me. I will talk to the service lead. If the company field is not filled in, the account manager does not see the complaint. What is the plan, Laura, in the meantime?
- Laura Penhaligon NoneIn the meantime I can match on the email domain as a second rule. It will catch most of them. Anything it cannot match I will list for Bas, so you can see exactly which ones are loose.
- Bas Kuijpers NoneThat would be good. A list I can check by hand, that is fine.
- Femke van Gestel NoneYes. Do that.
- Laura Penhaligon NoneOkay, I have added the domain rule and re-run it on the test installer. Bas, can you look at the complaint list again?
- Bas Kuijpers NoneGive me a moment. Yes. Now it is correct for this one. I will try three more installers that I know have problems.
- Bas Kuijpers NoneThree of three are right. One has a complaint from a person who writes from a private address, so that one is loose. But that is fine.
- Laura Penhaligon NoneThat is exactly what the list is for. Good. Femke, so on the users: should I send the invitations today or wait until the new year?
- Femke van Gestel NoneDo not send today. People are on holiday, they will not read it, and then it is buried. Send on the first Monday back. Then I tell them in the team meeting that an email is coming.
- Laura Penhaligon NoneFine. And would it help if I join that team meeting for ten minutes and show them one example? Real questions, like which installers had complaints last month.
- Femke van Gestel NoneYes. Real questions, not slides. They do not like slides.
- Bas Kuijpers NoneI can prepare a few examples from the test data. The ones with the correct installer match.
- Laura Penhaligon NoneLovely. Then we have a list of owners again. Bas keeps the matching check and the accounting system access. Femke talks to the service lead about the company field and sets the date for the team meeting. I send the invitations on the first Monday and join the meeting. Elena will then arrange the first check-in with Femke.
- Femke van Gestel NoneGood. One more thing. Of the forty licensed users, I only plan to use fifteen or so in the first months. That is okay? There is no pressure from your side?
- Laura Penhaligon NoneNo pressure at all. Forty is the licence, not a target. What matters is that the three people you pick use it every day and tell you what is missing.
- Femke van Gestel NoneGood. That is the answer I wanted.
- Laura Penhaligon NoneSo, final recap. Domain rule is in and loose complaints come as a list. Invitations on the first Monday back. I join the team meeting. Accounting system access when finance is back. Anything else?
- Bas Kuijpers NoneNo, that is clear to me.
- Femke van Gestel NoneNothing from me. Thank you, Laura. Have a good end of the year.
- Laura Penhaligon NoneYou too, both. Happy new year. Bye for now.
- Bas Kuijpers NoneBye.
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