Brakkevoort Logistics / BG-Demo – Kickoff
Callcompleted
Brakkevoort Logistics · 3 Apr 2025 08:45
Kickoff for Brakkevoort Logistics on Growth. Pieter wants account managers to see exception tickets before shippers call. Role creation and the user list are open, and Bas is the only admin.
What was said
What this says
As at Fri 9 Oct 2026Kickoff for Brakkevoort Logistics on Growth. Pieter wants account managers to see exception tickets before shippers call. Role creation and the user list are open, and Bas is the only admin.
What happened: Marcus confirmed the Growth term, forty users and up to eight connectors. Laura proposed three first connectors: CRM, helpdesk and call recorder.
Customer view: Pieter wants an account manager to open a shipper and see the open exception tickets with history already there. He accepts that call recording is a habit issue on his side.
Watch: Bas is the only admin and the Snowflake role is not yet created. Pieter's access list is still open, and the first group of users will be small.
Commercial: The Growth tier has headroom on users and connectors, but value depends on a clean first wave and early adoption.
Themes
As at Fri 9 Oct 2026Theme
Growth kickoff and scope
Importance
neutral
Sentiment
positive
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Bas Vermeulen creates the role and database next week and confirms in writing to Pieter.
- Pieter van Dam sends the access list to Marcus Bell by the end of next week.
- Laura Penhaligon starts the CRM, helpdesk and call recorder connections and sends the matching list to Bas.
Risks
As at Fri 9 Oct 2026- Bas is the only admin on the account until a second admin is named.
- The Snowflake role needs a manager's approval, and the user access list is still open.
- Only some account managers use the call recorder consistently, so call data will be thin.
Opportunities
As at Fri 9 Oct 2026- Forty users and eight connectors leave headroom to widen beyond the first group.
- Finance data for invoicing per shipper is of interest as a later connector.
Transcript
Marcus BellMorning, everyone. Can you all see my screen? I've got the kickoff plan up, I'll just say what I want to cover and then Laura takes it from there.
Pieter van DamGood morning. Yes, we see it. Bas is here also.
Bas VermeulenMorning. Sorry, my camera is off, I am on a train connection. Audio is fine.
Laura PenhaligonMorning, Pieter, morning Bas. Laura, I'm the implementation consultant, so I'll be the one working with you day to day over the next few weeks. Nice to finally meet you properly.- Pieter van DamLikewise. To be clear, I have the actions from the last call. Security paragraph received, order form signed, access list to follow. That last one is on me. Is it still open?
- Marcus BellIt is, yes. We'll come to it, it's the first thing I want to nail down. So the agenda is: what you've bought, who does what, the sources we connect first, and what the first few weeks look like. About an hour, and I'll try to finish a bit early.
- Pieter van DamGood. Let's make it concrete.
- Marcus BellRight. So you're on Growth, the term started on 1 Apr 2025 and runs to 31 Mar 2026, at £44,000 a year. That includes forty licensed users, and up to eight connectors. Dashboards builder and a quarterly review with me are part of it as well.
- Pieter van DamForty users. We will not use all forty at the start. First my account managers, the people who run the shipper reviews. Maybe a small group, then we grow.
- Marcus BellThat's a sensible way to do it. Small group, get them asking real questions, then widen. I'd rather you had a handful of people who love it than forty who've logged in once.
- Pieter van DamExactly. What is the plan for them? What do they see on day one?
- Laura PenhaligonGood question, so let me answer it through the build. The idea you gave us in the sales process was: an account manager opens a shipper and sees the account, the exception tickets and the calls together, in one place. That's the target. So we work backwards from that. Which sources hold those three things?
- Pieter van DamThe shipper accounts are in the CRM. The exception tickets are in the helpdesk. The calls, we have the call recorder, but only some of the account managers use it consistently.
- Laura PenhaligonOkay. That's useful to know, thank you. So the call recorder will be thinner than the other two, at least at first. It still works, you'll just see fewer calls for some shippers. I'd flag that early so nobody thinks it's broken.
- Pieter van DamUnderstood. I will tell the team to record the shipper calls. That is a habit issue, not your issue.
- Marcus BellThat'd make a real difference, honestly. The brain's only as good as what goes in.
- Laura PenhaligonSo Bas, this is where you come in. The brain is built and run inside your own Snowflake account. So there's a bit of set up on your side first. Have you had a look at what we sent over?
- Bas VermeulenYes, I read the document. A role, a warehouse and a database for BG-Demo, with the permissions listed. I can create these. I need one confirmation from my manager, but it is a formality.
- Laura PenhaligonLovely. And that's the only thing blocking us, I think. If you can get the role and database created, I can start the connections as soon as the credentials are in.
- Bas VermeulenI can do this next week. Before the weekend I will ask for the approval.
- Pieter van DamBas, please put it in writing to me when it is done. So I know.
- Bas VermeulenYes. I will send it.
- Marcus BellPerfect. While we're on roles, Bas, you're down as the admin on the account. Is that right? Is there anyone else who should be, in case you're off?
- Bas VermeulenHm. At the moment it is only me, for this. I could ask whether a colleague in IT can be a second.
- Pieter van DamLet's do that. One admin is a risk. What is the plan, Bas?
- Bas VermeulenI will ask this week. Then I give you the name.
- Marcus BellGreat, thanks. No pressure, but a second admin saves everybody a headache later.
- Laura PenhaligonOkay, so, connectors. Growth gives you up to eight. I'd like to start with three: the CRM, the helpdesk and the call recorder. Those three give you the picture you described. Then we look at what else, whether it's finance, or something from the warehouse side.
- Pieter van DamFinance is interesting for us. Invoicing per shipper. But not first. First the three.
- Laura PenhaligonAgreed. Let's keep the first wave small, make sure the data is clean, then add. If we connect everything at once and something looks odd, we won't know which source it's coming from.
- Bas VermeulenI agree. One question. In the CRM, the shipper names are not always the same as in the helpdesk. Sometimes there is the legal name, sometimes the short name. Will the brain know it is the same shipper?
- Laura PenhaligonThat's exactly the sort of thing we have to deal with, and it's very common. We match on what we can, an identifier or a domain, and then we'll give you a list of the ones we're not sure about for you to confirm. It's usually a short list, but it's your people who know which is which.
- Pieter van DamGood. My account managers know the shippers. They can confirm. Bas, you collect the list from Laura and send to them.
- Bas VermeulenYes, fine.
- Marcus BellCan I ask about the exception tickets for a second? Pieter, you said earlier you want to see them before the shipper complains. What does that look like in practice? What's an exception?
- Pieter van DamA late pickup, a damaged pallet, a missing document at the port. It becomes a ticket. Today the account manager does not see it until the shipper calls. I want them to open the shipper and the ticket is there already, with the history.
- Marcus BellGot it. So that's the first question we'd want people asking: what's open for this shipper, and what did we say last time? We'll build the first pages around that.
- Laura PenhaligonAnd that gives us a nice test for the first review. We pick a couple of shippers you know well, and you tell us whether what the brain shows matches what you'd expect. If it doesn't, we find out why.
- Pieter van DamYes. I choose two shippers. One good, one difficult.
- Laura PenhaligonPerfect. The difficult one will teach us more.
- Pieter van DamAlways.
- Marcus BellLet me talk about timing, then. Implementation on Growth is about eight weeks. Laura's your lead through that. The way I'd see it, the first connections are live in the first couple of weeks, then you're testing and tidying, and then we widen the users. Laura, is that fair?
- Laura PenhaligonThat's fair. The first two weeks depend on Bas, honestly. Once the access is there, the connections themselves go quickly. The slow part is usually the matching and the checking, because that needs your people's time.
- Pieter van DamSo I need to protect their time. How much time? Let's make it concrete.
- Laura PenhaligonI'd say an hour or so a week from a couple of account managers during the matching, and a short check-in with you. It's not a big commitment, but it needs to be regular.
- Pieter van DamThat is fine. I put it in the weekly shipper review. They are already in the room.
- Marcus BellOh, that's smart. Use the meeting you've already got.
- Pieter van DamLess new meetings, more done.
- Laura PenhaligonI'd suggest a weekly call between us, thirty minutes, Thursdays work for me if they work for you. We go through what's connected, what's stuck and what you need from us.
- Pieter van DamThursday morning is good. Same time as today.
- Bas VermeulenFor me also.
- Marcus BellThen I'll send the recurring invite after this. Laura, I'll put you on it as the owner.
- Laura PenhaligonGreat.
- Pieter van DamOne more question. Security. Our colleagues in IT ask who at BG-Demo can see our data.
- Laura PenhaligonOnly what you give us access to, and it sits in your Snowflake account, not ours. During the build, I'm working inside the role Bas creates, so if Bas removes that role, I've no access. That's the simplest way to think about it.
- Bas VermeulenThat is good. I like that I can switch it off.
- Pieter van DamTo be clear, I can tell IT that.
- Laura PenhaligonYes, please do. And if they have questions, put them to me and I'll answer in writing.
- Marcus BellOkay. Let me recap, because I've got a few notes. Bas gets the role and database created next week and confirms in writing to Pieter. Bas asks about a second admin this week. Pieter picks two shippers, one good and one difficult. Pieter tells the account managers to record their calls. Laura starts with three connections, the CRM, the helpdesk and the call recorder, and sends the matching list to Bas. I send the weekly invite. Did I miss anything?
- Pieter van DamThe access list. The users. That was my action, and it is still open. I will send it to Marcus by the end of next week.
- Marcus BellThanks, Pieter, yes. A first small group is fine, we can add the rest later.
- Pieter van DamGood. Then it is clear. Thank you, Laura, thank you Marcus.
- Laura PenhaligonThanks, all. Speak on Thursday.
- Bas VermeulenThank you. Goodbye.
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