Brinkerhof Distributie / BB-Demo – Qbr
Callcompleted
Brinkerhof Distributie: documents · 2026-04-10 15:30
Quarterly review with Brinkerhof Distributie. About nine of forty licensed users are active and usage has more than doubled. The Financial Director wants the November renewal terms in writing, with the reason beside any price change.
What was said
What this says
Current to 11 Oct 26Quarterly review with Brinkerhof Distributie. About nine of forty licensed users are active and usage has more than doubled. The Financial Director wants the November renewal terms in writing, with the reason beside any price change.
What happened: Elena Novak ran the quarterly review with Femke van Gestel, Ruud Verhoeven and Bas Kuijpers. Usage was up, one ticket was closed well inside Growth response times, and the invoice matched the order form.
Customer view: Femke wants account managers using the brain daily by the summer. Ruud asked only for no surprises and for written terms.
Commercial: The Growth contract ends on 23 Nov 2026 and the renewal date is 24 Nov 2026. Matteo Ricci is to send renewal terms in writing, and Ruud wants the reason next to any price change.
Watch: Nine active of forty licensed leaves headroom, and the other account managers may not know the brain. Ruud also raised who sees credit information before more people are added.
Themes
Current to 9 Oct 26Theme
Growth QBR and renewal
Importance
renewal
Sentiment
positive
Voice
decision-maker
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Elena Novak sends the written summary with the billing clause from the executed order form on the day of the call.
- Matteo Ricci sends the renewal terms in writing well before the ninety-day notice.
- Bas Kuijpers writes one page on who sees credit information and shares it with Ruud Verhoeven.
Risks
Current to 9 Oct 26- Only about nine of forty licensed users are active, so the value case rests on wider adoption by the summer.
- The Financial Director decides only on written terms and wants the reason beside any price change.
- Credit information visibility is an open concern before more users are added.
Opportunities
Current to 9 Oct 26- Two working sessions on the customer's own data could lift active users towards the forty licensed.
- Rising usage and few tickets give a good base for the renewal conversation.
Transcript
Elena Novak NoneHello everyone, can you hear me all right? Good afternoon from Amsterdam.
Femke van Gestel NoneYes, loud and clear. Hi Elena.
Bas Kuijpers NoneHello. I hear you fine.- Elena Novak NoneLovely. Ruud, are you with us as well?
Ruud Verhoeven NoneYes, I am here. Sorry, I was finishing something. It is Friday afternoon.- Femke van Gestel NoneEverybody is finishing something on a Friday.
- Elena Novak NoneQuite so. To confirm, I sent the agenda yesterday, and there are three items. First, how the brain has been used this quarter. Second, the support tickets, which were very few. Third, the contract and the renewal in November, so that there are no surprises. Then we agree actions, and I will send them in writing today.
- Ruud Verhoeven NoneCan I start with the invoice question, if that is okay?
- Elena Novak NoneOf course, please.
- Ruud Verhoeven NoneThe invoice we paid. Does it match the order form? What does it cost per year, and is that what we are billed?
- Elena Novak NoneYes. As agreed, the order form says £44,000 a year for Growth, and the invoiced amount is the same, £44,000. I checked both before this call. There is nothing overdue on your side.
- Ruud Verhoeven NoneGood. Is this in the contract, the quarterly part? Our invoices come quarterly, I think.
- Elena Novak NoneI would rather not answer that from memory, Ruud. I will check the billing terms in the executed order form and put the answer in my email. I will make sure that you have the clause, not only my reading of it.
- Ruud Verhoeven NoneFine. No surprises, that is all I ask.
- Femke van Gestel NoneOkay, Ruud is happy, so let's go to usage. Bas, you have the numbers?
- Bas Kuijpers NoneYes. I looked at the admin screen this morning. Over the last month the average number of people active is about nine. That sounds small, but the quarter before it was less than half of that. So it has more than doubled.
- Femke van Gestel NoneDo the account managers use it? That is what I care about. Not the admins, the account managers.
- Bas Kuijpers NoneMostly yes. Most of the nine are account managers. A few are in customer service. I am in there a lot myself, but I am the admin, so that is normal.
- Femke van Gestel NoneNine of forty licensed users. What is the plan? We bought forty seats.
- Elena Novak NoneYes, thank you, Femke. To confirm, you are licensed for forty users on Growth, and about nine are active, so there is a lot of headroom. That is positive in one way, because the growth is real. It also means the other account managers may not know what the brain can do for them.
- Femke van Gestel NoneExactly. So let's make it practical. What do the nine do that the others do not?
- Bas Kuijpers NoneThey open an installer before a call, and they see the orders, the delivery complaints and the credit queries on one page. The others still go to the order system and the mailbox separately. Habit, mostly.
- Elena Novak NoneThen I would suggest a short working session for the account managers who are not yet active. Using your own installer accounts, not examples. I can run it from Amsterdam, and Bas can sit in so that the questions are about your data.
- Femke van Gestel NoneYes. Two sessions, small groups. Not one big one, people hide in a big one.
- Elena Novak NoneTwo sessions, agreed. I will propose the dates after you have checked the diaries with your team, so that I do not guess.
- Femke van Gestel NoneGood. I will do it next week.
- Ruud Verhoeven NoneMay I ask something on the credit side? When an account manager sees a credit query on that page, who else sees it?
- Bas Kuijpers NoneOnly people who have access to that source. I set the access. Finance has its own group, and the account managers do not see everything that finance sees.
- Ruud Verhoeven NoneOkay. I only want to know that before we add more people. Credit exposure is a sensitive subject with installers.
- Elena Novak NoneThat is a fair point, and it belongs in the plan. Bas, perhaps you can write down who sees what for the credit information, and Ruud can look at it before the sessions.
- Bas Kuijpers NoneYes, I can do that. One page. Then Ruud can tell me if something is wrong.
- Ruud Verhoeven NoneGood. Then I do not have to ask it again later.
- Femke van Gestel NoneElena, tickets. We had one, I think?
- Elena Novak NoneOne ticket in the last month, and it was not high priority. It was answered and closed. I looked at the response time and it was well inside what Growth promises. Bas, did you have any comment?
- Bas Kuijpers NoneThat one was mine. Small thing, and they replied quickly. No problem from my side.
- Femke van Gestel NoneGood. Fewer tickets and more users is the right direction.
- Elena Novak NoneI agree. I would only add one caution. Few tickets can also mean people are quiet because they are not using it. In your case the usage is rising, so I read it as a healthy sign.
- Femke van Gestel NoneFine. Then what is the plan for the rest of the year? I want to say to my management that the account managers have it in daily use by the summer.
- Elena Novak NoneThen I suggest we measure that together. At the next review I will show the number of active users against forty, and the number of questions asked, month by month. As agreed, we keep the same measure each time so that you can compare.
- Femke van Gestel NoneYes. Same measure, every time. Good.
- Ruud Verhoeven NoneAnd the renewal. The contract ends in November, no?
- Elena Novak NoneTo confirm, the contract ends on 23 Nov 2026, and the renewal date is 24 Nov 2026. We are in April, so there is time. Matteo Ricci, your account owner, will send the renewal terms in writing. I will make sure that it arrives well before the ninety-day notice, and that you see it before the decision is needed.
- Ruud Verhoeven NoneI would like it in writing, yes. Not on a call. I cannot decide on a call.
- Elena Novak NoneUnderstood, and that is the right way. Written terms, then you take your time.
- Ruud Verhoeven NoneAnd if the price changes, I want to see the reason next to the number.
- Elena Novak NoneNoted. I will raise that with Matteo, and I will not give you a figure today that has not been confirmed.
- Femke van Gestel NoneOkay. Anything else? Bas?
- Bas Kuijpers NoneOnly that I would like the session slides before, so that I can prepare the installer examples.
- Elena Novak NoneYes, I will send them. Let me summarise the actions, then. One: I send the written summary of today, including the billing clause from the order form, today. Two: Femke checks diaries with the account managers next week, and then I propose the dates for two working sessions. Three: Bas writes one page on who sees the credit information, and shares it with Ruud. Four: Matteo sends the renewal terms in writing, and I will confirm with him when.
- Femke van Gestel NoneThat is clear. Thank you, Elena. Good meeting.
- Ruud Verhoeven NoneThank you. Have a good weekend.
- Bas Kuijpers NoneThanks, everyone. Bye.
- Elena Novak NoneKind regards, and a good weekend to all of you.
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