Brinkerhof Distributie / BB-Demo – Training
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Brinkerhof Distributie: documents · 2026-01-26 15:30
Laura trained Joost on chat, sources, a shared visit prep page and a dashboard. Joost found it natural and will show two colleagues this week. He noted only a few of the forty seats are in use.
What was said
What this says
Current to 11 Oct 26Laura trained Joost on chat, sources, a shared visit prep page and a dashboard. Joost found it natural and will show two colleagues this week. He noted only a few of the forty seats are in use.
What happened: Laura Penhaligon ran a 69 minute training with Joost van der Linden, a Key Account Manager. He used a live case, two installers who had called about late deliveries, and built a visit prep page.
Customer view: Joost said it replaced what he did by hand on Sunday evenings and that he was surprised how natural it is. He accepted that today's changes show only the next day and will keep checking the order system for those.
Commercial: Laura said dashboards on Growth suit the commercial operations lead and the BI specialist more than account managers. Joost would ask his manager about a regional view, which could lead to a session with her.
Watch: Joost asked about the forty seats because only a few colleagues have logged in. Adoption depends on colleagues sharing what saved them time.
Themes
Current to 9 Oct 26Theme
Visit prep page adoption
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 to send a one page written guide the same day.
- Joost to show two colleagues the visit prep page this week and report back.
- Joost to ask his manager whether she wants a regional dashboard.
Risks
Current to 9 Oct 26- Only a few of the forty licensed users have logged in, so wider value is unproven.
- Overnight refresh means same-day order changes are not visible, so users still rely on the order system for live detail.
Opportunities
Current to 9 Oct 26- A short session with Joost's manager and the BI specialist could lead to a regional dashboard on Growth.
- A shared visit prep page could bring other account managers in and fill more of the forty seats.
Transcript
Laura Penhaligon NoneHello Joost, good afternoon. Can you hear me?
Joost van der Linden NoneHi Laura, yes, good afternoon. I hear you fine. Give me a second, I am closing some windows. Monday afternoons, you know, everything is open.- Laura Penhaligon NoneNo rush. How has your week started?
- Joost van der Linden NoneBusy, but good. Two installers called this morning about late deliveries, so honestly this is a good moment for training. I have a real example.
- Laura Penhaligon NonePerfect, let's use that. I will share my screen, and you tell me when you want me to slow down. Can you see the brain's home page?
- Joost van der Linden NoneYes. I see the search bar and the chat on the side.
- Laura Penhaligon NoneGood. Three ways in, really. Search, chat, and pages. Most people start with chat and never leave. Let's start there, but with a proper question, not just a keyword. What is one of the installers who called?
- Joost van der Linden NoneA mid-sized installer in the south, near Eindhoven. I will not say the name on a recording, I will type it.
- Laura Penhaligon NoneFine, go ahead and type it in the chat, then ask: what orders did they place recently, and were there any delivery complaints?
- Joost van der Linden NoneTyping. Okay. It is thinking. Oh, it gives me the orders in a list and then a complaint underneath. That is quick.
- Laura Penhaligon NoneNotice the small source links under each answer. Click one.
- Joost van der Linden NoneIt opens the helpdesk ticket. And the order is from the CRM. So I can check where it comes from.
- Laura Penhaligon NoneExactly. That is the habit I want you to build. If an answer matters, you open the source. It is not magic, it is only reading across your systems faster than you can.
- Joost van der Linden NoneRight. Because before I would open the CRM, then the helpdesk, then ask a colleague in finance about credit. Three places.
- Laura Penhaligon NoneThen let's try the credit part. Ask: does this installer have any open credit queries?
- Joost van der Linden NoneOkay. It says one open credit query, and it was raised by their purchasing contact. Hm. I did not know that.
- Laura Penhaligon NoneThat is the sort of thing you would have found only by phoning finance. It matters before you call the installer back about the delivery, because you do not want to be surprised.
- Joost van der Linden NoneYes. That is useful. Can I ask something? How fresh is this? If someone changes an order this morning, do I see it?
- Laura Penhaligon NoneGood question. The brain refreshes overnight, and it should be complete before the working day starts. So something changed this morning you will see tomorrow, not now. For a live phone call that is worth knowing.
- Joost van der Linden NoneOkay, so for today's orders I still check the order system. For history, the brain.
- Laura Penhaligon NoneThat is a fair way to say it. History and the full picture in the brain, the live detail at the source.
- Joost van der Linden NoneMm. Good. Next?
- Laura Penhaligon NonePages. Think of a page as a saved answer that stays up to date. If you ask the same thing before every installer visit, you do not need to retype it. Let me build one with you. Click new page.
- Joost van der Linden NoneDone. It asks for a title.
- Laura Penhaligon NoneCall it installer visit prep. Then add a block, and choose ask a question.
- Joost van der Linden NoneOkay, I have the block. Do I type the installer name inside the question?
- Laura Penhaligon NoneYou can, but better to leave the installer as a variable, so you choose the customer each time. There is a field at the top, see it? Select installer.
- Joost van der Linden NoneYes, I see. So I build it once and then I only change the name. That is smart.
- Laura Penhaligon NoneAdd three blocks: recent orders, open complaints, open credit queries. That is your whole visit prep.
- Joost van der Linden NoneOkay. It is working. I selected another installer and the blocks all filled in. Honestly this is what I did by hand on Sunday evenings.
- Laura Penhaligon NoneThen you have just given yourself back your Sunday evenings.
- Joost van der Linden NoneHa. Yes. Please tell my wife.
- Laura Penhaligon NoneNow, sharing. You can share the page with a colleague, and they get the same template. That is the quickest way to bring the rest of the team along. Do you want to try?
- Joost van der Linden NoneLet me think. Yes, I would like to share it with the other account managers in the first group. But is it the right thing? Because some of them use different words.
- Laura Penhaligon NoneGood instinct. Share it as a starting point and let them change their copy. Nothing breaks, because each copy is separate.
- Joost van der Linden NoneOkay, shared. It says delivered. Now what about the dashboards? Our commercial operations lead mentioned dashboards.
- Laura Penhaligon NoneYes. On Growth you have the dashboards builder. Honestly that is more for the people who look at the whole book of installers, like your commercial operations lead and the BI specialist. For an account manager, pages are usually enough. But you can build a simple one, and I will show you so you know what it is.
- Joost van der Linden NoneSure, show me.
- Laura Penhaligon NoneSo you pick a measure, here complaints per month, and split it by region. Then you save it, and it sits next to your pages. Does that make sense?
- Joost van der Linden NoneIt does. I would probably not build it myself, but I can see my manager wanting the regional view. Let me ask her.
- Laura Penhaligon NonePlease do. If she wants one, I am happy to do a short session with her and the BI specialist.
- Joost van der Linden NoneOkay. Let me ask something different. We have forty seats, right? But I think only a few of us have logged in.
- Laura Penhaligon NoneRight, forty licensed users. Recently a handful have been active on average, which is actually a good rise on the quarter before, but you are right, there is a lot of room. The best way to fill it is what we just did: one useful page, shared, that people use before visits.
- Joost van der Linden NoneSo, if the others see it saves time, they come by themselves.
- Laura Penhaligon NoneThat is usually how it goes. Training sessions help, but a colleague saying this saved me an hour does more.
- Joost van der Linden NoneCan I try one more question? A harder one. Which of my installers have more than one open complaint and also a credit query?
- Laura Penhaligon NoneGo for it. That is a combined question, so it might need a rephrase if the first answer is vague.
- Joost van der Linden NoneIt gave me a list of installers, but the first answer looks a bit broad. Some do not have credit queries at all.
- Laura Penhaligon NoneThen tighten it. Say: only installers that have both an open complaint and an open credit query. The words only and both help a lot.
- Joost van der Linden NoneBetter. Now I have a short list, a handful of names. That is exactly the list I would call this week.
- Laura Penhaligon NoneAnd that is the real value, I think. Not finding one fact, but finding the installers you would otherwise miss.
- Joost van der Linden NoneYes. I am a bit surprised how natural it is. I expected to need a manual.
- Laura Penhaligon NoneI will still send you a short written guide with the three things we did: asking with sources, the visit prep page, and tightening a question. One page, no more.
- Joost van der Linden NoneGood. And if something looks wrong, who do I tell? You, or the helpdesk?
- Laura Penhaligon NoneRaise a ticket, and mention me or our customer success manager. If the data looks stale or a source is not loading, the BI specialist on your side will also want to know, since he is your admin.
- Joost van der Linden NoneOkay. I will show two colleagues this week, using the visit prep page. Then I tell you what they say.
- Laura Penhaligon NoneBrilliant, that would be really useful. I will send the guide today.
- Joost van der Linden NoneThanks, Laura. This was worth the hour. Well, more than an hour.
- Laura Penhaligon NoneSlightly over, sorry. Thanks for your time, Joost. Speak soon.
- Joost van der Linden NoneSpeak soon, bye.
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