Brakkevoort Logistics / BG-Demo – Onboarding
Callcompleted
Brakkevoort Logistics · 9 Apr 2025 12:30
Onboarding call with Brakkevoort Logistics. The platform team wants to see what the role can touch. Pieter is concerned that forty seats have two active people, and he will name the first group by Friday.
What was said
What this says
As at Fri 9 Oct 2026Onboarding call with Brakkevoort Logistics. The platform team wants to see what the role can touch. Pieter is concerned that forty seats have two active people, and he will name the first group by Friday.
What happened: Laura reviewed the three open actions from kickoff. The platform team owns the Snowflake account settings, so Bas could not create the role himself.
Customer view: Pieter said forty seats with two people in them is not a good picture for his director. He wants named account managers, not a rough number.
Watch: Helpdesk tickets by email often lack the shipper code, so matching will need a mapping table. Bas also warned he may become the bottleneck.
Commercial: Adoption in the first weeks will shape how the Growth subscription is judged. Pieter has an internal audience for the value case.
Themes
As at Fri 9 Oct 2026Theme
Onboarding access and adoption
Importance
neutral
Sentiment
mixed
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Laura Penhaligon sends the one-page access note and mapping format the next morning.
- Bas Vermeulen gets the platform team to respond by the end of next week.
- Pieter van Dam sends names for the first group by Friday and finds out who runs the call recorder.
Risks
As at Fri 9 Oct 2026- The platform team has not yet approved the Snowflake role, and Bas may become the bottleneck.
- Only two people are using the brain so far, which Pieter says is a poor picture for his director.
- Shipper names do not always match between CRM and helpdesk, so matching may need a mapping table.
Opportunities
As at Fri 9 Oct 2026- A named first group of account managers, followed by a walkthrough once data is loaded.
- The exception team can fill the shipper code, which would improve matching.
Transcript
Laura PenhaligonHello, hello. Can you hear me all right?
Pieter van DamYes, loud and clear. Hello Laura. I think Bas is joining now.
Bas VermeulenHi, sorry, I was stuck on another call. Is my audio okay? I have a new headset and I don't trust it.- Laura PenhaligonIt's fine, you sound fine. Good afternoon, both. How's the week been?
- Pieter van DamBusy. The shipper review on Monday ran long, we had two accounts with delayed containers and nobody had warned the account manager. So, a normal week. And rain again in Rotterdam.
- Laura PenhaligonGrey here too, so I can't complain. Right, I've got us down for about three quarters of an hour. Shall I say what I'd like to cover, and then you tell me what's missing?
- Pieter van DamPlease. But first, to be clear, last time we said three things. Bas would check who can create the role in your Snowflake account, I would name the first group of account managers, and you would send the list of sources. Where are we?
- Laura PenhaligonGood, yes. I sent the list of sources, it should be in your inbox. Bas, did you get it?
- Bas VermeulenI got it, yes. I read it yesterday. Most of it is clear. Two lines I wasn't sure about, I will come back to that.
- Pieter van DamAnd the role. Bas?
- Bas VermeulenThe role, so, I am not the one who can create it. Our platform team owns the account settings. I asked them on Tuesday and they said it is no problem, but they want to see exactly what the role can touch.
- Laura PenhaligonThat's reasonable, and that's normal. I'll write it up as a one-page note: what the brain reads, what it writes, and where it writes. Everything lives inside your account, nothing leaves it. Would that satisfy them?
- Bas VermeulenI think so. If they can see it is only one schema and it is read from the sources, they will be happy. They like to be asked politely, that's all.
- Pieter van DamLet's make it concrete. Laura sends the note when?
- Laura PenhaligonTomorrow morning. Before lunch, your time.
- Pieter van DamGood. Bas, and then the platform team answers by when? Let's not say soon.
- Bas VermeulenEnd of next week. I'll tell them that, and I'll chase them if they sit on it.
- Pieter van DamOkay. Write that down, Laura.
- Laura PenhaligonWritten down. So that's the access. Next is the sources themselves, because that is where the real work sits. What you bought is Growth, so there's room for the shipper accounts, the exception tickets and the calls all together, which is the picture Pieter wants his account managers to have.
- Pieter van DamYes. That is the whole point. Right now an account manager looks in the CRM for the shipper, then in the helpdesk for the exceptions, then listens to a call if he has time. He does not have time. So he finds out from the shipper, and that is too late.
- Laura PenhaligonMm. And that's the first thing we should be able to show you. One page per shipper, with the open exceptions and the last few conversations on it. Bas, for that I need the CRM, the helpdesk and the call recorder connected first. Is that the order you'd choose too?
- Bas VermeulenFor me, yes. The CRM is easiest, we have a service user already. The helpdesk is also okay. The call recorder, hmm, I need to check who is the admin. I think it is someone in sales operations, not IT.
- Pieter van DamThat is my team. I will find out. It is probably one of my people, and if not, I will ask. Put me down for that.
- Laura PenhaligonLovely. And just so we are all talking about the same thing, you have forty users on the licence, forty-four thousand a year, so we've got room to bring in more than the first group.
- Pieter van DamForty users, yes. And I want to be honest, right now I see maybe two people in there. Me and Bas. What is the plan to get the other account managers in? Because forty seats with two people is not a good picture for my director.
- Laura PenhaligonNo, fair. And it's very normal at this stage, there's nothing to see yet because the data isn't connected. The plan I'd suggest is a small first group, whoever you name, five or six account managers, once the first three sources are loaded and the shipper pages look right. Then a short walkthrough, and then the rest.
- Pieter van DamNot five or six. Let's make it concrete. I name the people. I have the list, I just need to confirm with the two team leads. I will send names by Friday.
- Laura PenhaligonPerfect. Then the walkthrough follows once the data is in. I don't want to book people in before there's something worth seeing, they stop coming back.
- Pieter van DamAgreed. Never show them something empty.
- Bas VermeulenCan I ask something about the two lines in your list? The shipper identifier. In the CRM the shippers have one name, in the helpdesk it is typed by hand by the exception team. So it is not always the same. Sometimes it has the legal name, sometimes the short name.
- Laura PenhaligonRight, that's the classic one. Okay. So the brain can match on a key if there is one, and if there isn't, we need a mapping table, which you'd own and we'd help you build. Is there anything like a shipper code that's in both?
- Bas VermeulenIn the CRM yes. In the helpdesk, only sometimes. I think when the ticket comes from the portal it has the code, when it is by email it does not.
- Pieter van DamThen the exception team must fill the code. This is a process point, not an IT point. I will talk to them. To be clear, it is not a big thing, they just have not been asked.
- Laura PenhaligonThat would help enormously. In the meantime we'll start with the mapping for the ones that are already clean, and see how many fall through. That tells us how much work the rest is.
- Bas VermeulenOkay. I can export the list of names that do not match. If you give me the format.
- Laura PenhaligonI'll put the format in the same email as the note. Two columns is all it needs. So, tomorrow I send the note and the format, Bas gets the platform team to respond by the end of next week, Pieter finds out who runs the call recorder and sends names for the first group by Friday.
- Pieter van DamAnd I talk to the exception team about the code. Add it.
- Laura PenhaligonAdded. Anything I've forgotten? Anything that worries you about the next couple of weeks?
- Bas VermeulenOnly the time. I have this and my normal work. If the platform team is slow, then I am the bottleneck, so I will tell you early.
- Pieter van DamGood. Say it early. Do not be quiet about it. We will move something else.
- Laura PenhaligonAgreed, and the same from my side. If I'm waiting on anything, I'll say. Right, I think that's us. Thanks, both.
- Pieter van DamThank you, Laura. Groet.
- Bas VermeulenBye, thanks. Speak soon.
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