Brakkevoort Logistics / BG-Demo – Onboarding
Callcompleted
Brakkevoort Logistics · 22 Apr 2025 12:00
Bas Vermeulen connected the CRM and the helpdesk. The helpdesk token lacks custom field permission, and the CRM load skipped duplicate shippers. Five actions were agreed, with no commercial discussion.
What was said
What this says
As at Fri 9 Oct 2026Bas Vermeulen connected the CRM and the helpdesk. The helpdesk token lacks custom field permission, and the CRM load skipped duplicate shippers. Five actions were agreed, with no commercial discussion.
What happened: Laura Penhaligon walked Bas through connecting the CRM read only and the helpdesk. The CRM load completed with some records skipped as duplicate shippers, and the helpdesk connected with a warning about custom fields.
Customer view: Bas is cooperative and practical. He chose to load helpdesk tickets now and fix permissions later so Pieter sees the exception tickets.
Commercial: Nothing on price or renewal. The 07:00 nightly refresh commitment was stated and accepted as fine for the account managers.
Watch: The shipper code sits in a custom field, so matching depends on a service team admin changing the token role. The call recorder admin is still unnamed.
Themes
As at Fri 9 Oct 2026Theme
Connector setup and permissions
Importance
neutral
Sentiment
positive
Voice
user
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Laura sends Bas two sentences on the helpdesk permission today, and Bas asks the service team for the change by the end of next week.
- Bas asks Pieter about the call recorder admin today and exports the skipped duplicates for Pieter to decide.
- Laura checks the CRM load the next day and the next call covers the call recorder and the first shipper page.
Risks
As at Fri 9 Oct 2026- The helpdesk token is an agent role and cannot read the custom fields holding the shipper code, so ticket matching is incomplete until a service team admin changes it.
- Duplicate shipper records in the CRM were skipped and need a decision before they load.
- The call recorder admin is still unidentified, which could delay the third connector.
Opportunities
As at Fri 9 Oct 2026- A first shipper page that looks right is the moment to show Pieter and bring in his first group.
- Mapping the skipped duplicates feeds the shipper mapping table and builds the customer's investment in the brain.
Transcript
Bas VermeulenHello Laura. Can you see my screen already or must I share again?
Laura PenhaligonHi Bas. Not yet, nothing so far. Go on, share when you're ready. How are you?- Bas VermeulenGood, good. A bit tired, I had the platform team in my calendar three times this week. But they approved the role, so it was worth it.
- Laura PenhaligonThat's great news, well done. Honestly, that's usually the slowest bit. So we can connect properly today?
- Bas VermeulenYes. I have the role, and a service user for the CRM. The helpdesk I have a token, but I am not sure about the permissions. You tell me.
- Laura PenhaligonOkay. Let's start with the CRM, then, since that's the one that works. I'll walk you through the connector screen. You'll see an add source button at the top right, once you're in the admin area.
- Bas VermeulenOkay, I am in. Admin, then sources. I see the empty list. Add source. Yes, here.
- Laura PenhaligonPerfect. Choose your CRM from the list, and it'll ask for the user and the scope. Give it read only. The brain doesn't need to write to the CRM.
- Bas VermeulenRead only. Okay. And the objects, it shows a long list. Accounts, contacts, opportunities, and many custom ones. Which do I choose?
- Laura PenhaligonFor what Pieter wants, accounts, contacts and anything where the shipper's contract or account manager lives. Leave the rest for now. It's easy to add objects later and harder to explain why we pulled in everything.
- Bas VermeulenTrue. There are custom objects for shipper rates, I think we skip those. Those are commercially sensitive and Pieter did not ask for them.
- Laura PenhaligonSkip them. If he asks later, that's a decision for him to make. Right, now save, and it'll test the connection.
- Bas VermeulenTesting. Okay, it is thinking. Give me a second. Hmm, it says connected. Then a progress bar.
- Laura PenhaligonThat's the first load. It'll take a while depending on how much history there is. You'll see the records indexed count go up on that page. Don't worry if it looks slow, it's the first pass.
- Bas VermeulenOkay. It is going up. Good. Do I need to stay here?
- Laura PenhaligonNo, you can leave it. Let's do the helpdesk in the meantime. Same steps. Add source, pick the helpdesk.
- Bas VermeulenToken. I paste it. Saved. Test connection. Hmm. It says connected, but with a warning. Permission, I think. It says it cannot read the custom fields.
- Laura PenhaligonAh. That'll be the one. The shipper code in the tickets is probably in a custom field, so without that permission we'd lose the very thing we need for matching. Can you look at the role the token belongs to?
- Bas VermeulenI look. It is an agent role. Not an admin. So I think I need an admin to give the token, or to change the role. That is not me. It is the person in the service team.
- Laura PenhaligonOkay, so that's a small ask rather than a problem. I'll send you two sentences you can forward, saying exactly which permission is needed and why. Then it's a two minute job for them.
- Bas VermeulenThat is good. Because if I only say we need more permissions, they say no. They like to know what for.
- Laura PenhaligonSame as with the platform team. Right. I'll leave the helpdesk connected but flagged, so ticket text loads and the custom fields follow when the permission is changed. Is that okay? Or would you rather it didn't load anything until it's right?
- Bas VermeulenI think load. We can load again. Then the exception team's tickets are at least there when Pieter looks.
- Laura PenhaligonFine, it'll re-run the affected fields on the next refresh. That brings me to the nightly refresh, actually. It should complete by 07:00 your local time on business days, so the account managers see fresh data when they start. If it's ever late, tell us, and we'll look at it, because that's the commitment.
- Bas Vermeulen07:00. Good. Pieter's people start at eight, nine, so it is fine. For the call recorder, he said he would find who is the admin. I do not know if he did.
- Laura PenhaligonHe mentioned it last time, I believe. Shall I ask him, or will you? I don't want it to fall between the two of us.
- Bas VermeulenI ask him today, in the chat. He is quick. He does not like it when things sit. Then I tell you.
- Laura PenhaligonPerfect. Okay, can we look at the CRM load? It should have moved.
- Bas VermeulenYes. It says complete. Accounts, contacts, the opportunities. And there is a small notice. Some records skipped.
- Laura PenhaligonOpen the notice. Let's see what it skipped and why.
- Bas VermeulenHmm. Duplicates, it says. Same shipper twice, with different spelling. We have that in the CRM, I know. Old imports. Nobody cleaned it.
- Laura PenhaligonRight. So it's not that the connector failed, the brain is refusing to guess which one is real. That's the right behaviour, I'd rather it asked. Can you export the list of skipped ones? Then you or Pieter's team decide which to keep.
- Bas VermeulenExport, yes. I can send it to Pieter. He knows the big shippers by heart, he will see in one minute which is which.
- Laura PenhaligonThat is the best use of him, honestly. And it feeds straight into the mapping table we talked about, so it isn't wasted effort. Let me make sure we're clear on what happens next, because there are quite a few little pieces.
- Bas VermeulenYes please. I will write it too.
- Laura PenhaligonOne. I send you the two sentences for the helpdesk permission, today. Two. You forward them to the service team and ask for the change by the end of next week. Three. You ask Pieter about the call recorder admin, today, in the chat. Four. You export the skipped duplicates and send them to Pieter, and he decides. Five. I check the CRM load on my side tomorrow and tell you if anything looks odd.
- Bas VermeulenGood. That is five. I have it. And after that the next call we do the call recorder, and we look at the first shipper page.
- Laura PenhaligonExactly. And once there's a shipper page that looks right, that's the moment to show Pieter, and then he can bring his first group in. Thanks, Bas, this was a good one.
- Bas VermeulenThank you, Laura. I send the export this afternoon. Goodbye.
- Laura PenhaligonCheers. Speak soon.
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