Brakkevoort Logistics / BG-Demo – Onboarding
Callcompleted
Brakkevoort Logistics · 24 Apr 2025 12:15
Pieter van Dam joined the second onboarding call. Access is blocked on an IT network policy approval, the first group is seven people, and he wants everybody on the brain by the summer.
What was said
What this says
As at Fri 9 Oct 2026Pieter van Dam joined the second onboarding call. Access is blocked on an IT network policy approval, the first group is seven people, and he wants everybody on the brain by the summer.
What happened: Laura Penhaligon and Bas Vermeulen reviewed actions. The role and warehouse exist, but the service user has no grants until IT approves the network policy.
Customer view: Pieter pressed for a date, not a vague week, and asked to hear on Friday if it slips. He wants shipper, exceptions and calls on one page and open exceptions by shipper before the shipper calls.
Commercial: Forty licensed users are in scope, with a small first group of seven. Pieter wants everyone on by the summer.
Watch: Bas is the only admin on the customer side. Pieter will name a second admin from his team but gave no date.
Themes
As at Fri 9 Oct 2026Theme
Access blocker and rollout
Importance
neutral
Sentiment
neutral
Voice
decision-maker
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Bas gets the network policy approved and grants the service user, aiming for Friday, and tells Pieter on Friday if it slips.
- Pieter sends Laura the seven names for the first group today and names a second admin for Bas to train.
- Laura sends the helpdesk category mapping notes after the first sync lands and the group meets again next week.
Risks
As at Fri 9 Oct 2026- Nothing can start until IT approves the network policy and Bas grants the service user, and the date has already slipped past this week.
- Bas is the only customer admin, so a holiday would block user additions until a second admin is named.
- Mis-tagged exceptions will appear against the wrong account unless the customer cleans the underlying data.
Opportunities
As at Fri 9 Oct 2026- Pieter wants all forty licensed users on the brain by the summer, which gives a clear adoption target.
- Open exceptions by shipper, oldest first, is a concrete use case that can show value early.
Transcript
Laura PenhaligonHello Pieter, can you hear me alright? The recorder says it's running, so I think we're live.
Pieter van DamYes, I hear you well. Good afternoon, Laura. Bas is still in another meeting. It is overrunning.- Laura PenhaligonNo problem at all, we'll give him a few minutes. How's the week been? Busy?
- Pieter van DamBusy, yes. The shipper review was this morning. It is good, but it takes the whole morning, so I am glad it is done.
- Laura PenhaligonHa, I can imagine. It's lunchtime for you, so thank you for making the time.
Bas VermeulenSorry, sorry, I'm here. Can you hear me? My headset did something strange.- Laura PenhaligonLoud and clear, Bas. Welcome.
- Pieter van DamGood. Let's start with last time's actions, so we are concrete. As I remember it, there were three. Laura sends the access checklist. Bas prepares the Snowflake side. And I name the account managers for the first group. Laura, the checklist?
- Laura PenhaligonThat went to both of you on Monday. It's short, really. A dedicated role, a small warehouse, a service user for us, and read access on the schemas you want the brain to see.
- Bas VermeulenYeah, so, the role is created and the warehouse is created. Small size, like you suggested. What I have not done is grant anything to the service user, because a colleague in IT has to approve the network policy first.
- Pieter van DamTo be clear, who is blocking this? A person, or a process?
- Bas VermeulenA person. He is not slow, he just has a queue. I asked on Tuesday and he said this week.
- Pieter van DamThis week is not a date. What is the plan? Friday?
- Bas VermeulenFriday I can chase. Okay. I will go and sit next to him tomorrow, that usually works.
- Laura PenhaligonThat's fine from our side. Honestly, nothing else can start until that's through, so it's the one to watch. Once the service user can connect, the first sync is quick.
- Pieter van DamGood. Then my action. I have the names. Five account managers for the first group, and two from the exceptions desk. I will send them to you today, Laura.
- Laura PenhaligonPerfect, thank you. And that's a sensible way to start, a small group first. You've got forty licensed users, but I'd rather the first lot really use it than have everyone log in once and drift off.
- Pieter van DamAgreed. I do not want forty people looking at it and nobody asking real questions. First the group, then everybody. But everybody by the summer, I want that said.
- Laura PenhaligonUnderstood. Let me show you what I propose for the connectors, and you tell me if the order is wrong. Can you see my screen?
- Bas VermeulenYes, I see it. A bit small. Okay, better.
- Laura PenhaligonSo the order form lists the connectors you've bought. I'd go in this order. First your CRM, so the brain knows every shipper account and who owns it. Second, the helpdesk, so the exception tickets sit against those accounts. Third, the call recorder. Fourth, mail, through Microsoft 365.
- Pieter van DamWhy the calls third? For me the calls are very important. The account manager wants the shipper, the exceptions and the calls on one page. That is why we bought it.
- Laura PenhaligonFair point, and it's still all on one page in the end. It's only sequencing. The CRM and the helpdesk are the spine. If the calls arrive before the accounts exist, we've got nothing to hang them on.
- Pieter van DamOkay. That is logical. So the calls are not delayed because of low priority.
- Laura PenhaligonNot at all. Same fortnight, I'd expect, if the access comes through.
- Bas VermeulenCan I ask about the helpdesk? Our ticket categories are a mess. People type what they like. Exception, exeption, delay, late pickup, all of them. Should I clean it before you connect?
- Laura PenhaligonNo, please don't. Leave it as it is. We take it in as it comes and map the categories afterwards, together. You'll spend a week tidying and then someone will invent a new category on Monday.
- Bas VermeulenHa, yes. That is exactly what will happen.
- Pieter van DamLaura, one thing. The exceptions. I want to see them before the shipper calls us. Can the brain tell me, for one shipper, what is open and how old it is?
- Laura PenhaligonYes, that's the kind of question it's built for. Once the helpdesk and the CRM are both in, you can ask for open exceptions by shipper, oldest first. What it can't do is fix the data underneath. If an exception is tagged to the wrong account, it will show up against the wrong account.
- Pieter van DamThen that is Bas's work and the account managers' work. Not yours.
- Laura PenhaligonA bit of both, honestly. We'll flag what looks off and you decide what's right.
- Bas VermeulenFine with me. One more question, about admins. I am the only admin on your side. If I am on holiday and somebody needs a user added, what then?
- Laura PenhaligonGood question, and I'd say don't leave it with one. I'd add a second admin, someone you trust who isn't going to wander off. It doesn't need to be technical.
- Pieter van DamSomeone from my team. I will think and tell you. Not today. Bas, you train them.
- Bas VermeulenOkay. Fine, yes.
- Laura PenhaligonRight, let me pull it together, because I want to make sure we all leave with the same list. Bas, you get the network policy approved and grant the service user, aiming for Friday. Pieter, you send me the seven names today. I send the mapping notes for the helpdesk categories once the first sync has landed. Then we meet again next week and look at what's actually in there.
- Pieter van DamGood. And if Friday slips, I want to hear it on Friday, not the week after. To be clear, Bas, that is not a criticism.
- Bas VermeulenNo, understood. I will say.
- Laura PenhaligonLovely. Anything else before we go? Anything worrying you that we haven't touched?
- Pieter van DamNo. It is clear. Thank you, Laura. Bas, thank you.
- Bas VermeulenThanks both. Speak next week.
- Laura PenhaligonThanks everyone. Speak soon, bye.
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