Brakkevoort Logistics / BG-Demo – Onboarding
Callcompleted
Brakkevoort Logistics · 2 May 2025 10:45
Second onboarding session with Bas Vermeulen. CRM loaded, helpdesk still syncing. The work now is cleaning shipper hierarchy and ticket categories before the first users go live. Pieter was absent; a second admin is still unnamed.
What was said
What this says
As at Fri 9 Oct 2026Second onboarding session with Bas Vermeulen. CRM loaded, helpdesk still syncing. The work now is cleaning shipper hierarchy and ticket categories before the first users go live. Pieter was absent; a second admin is still unnamed.
What happened: Laura Penhaligon checked load progress with Bas. The CRM connector had finished its first load and the helpdesk was still syncing history.
Customer view: Bas was relaxed about the read-only network policy and the small warehouse, and wanted the 07:00 refresh confirmed because Pieter is strict about mornings. He was surprised by how messy the helpdesk categories are.
Data quality: Some shipper accounts were created flat with no parent, and account managers may dispute who owns a shipper. Terminal access tickets are the category Pieter cares about most.
Watch: The second admin Pieter asked for is still unnamed, so Bas remains the only admin on a Growth subscription. Pieter was not on the call.
Themes
As at Fri 9 Oct 2026Theme
Onboarding data mapping
Importance
neutral
Sentiment
neutral
Voice
user
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Laura Penhaligon to send the helpdesk category list and create the first user accounts for Bas to approve.
- Bas Vermeulen to send the flat shipper accounts to the account managers and return the category groupings.
- Bas to remind Pieter to name a second admin.
Risks
As at Fri 9 Oct 2026- Helpdesk categories are messy and some shipper accounts have no parent, which could make shipper-level questions miss sites.
- No second admin is named yet, so Bas is the only admin.
- Account managers may dispute shipper ownership once the flat accounts are rolled up.
Opportunities
As at Fri 9 Oct 2026- Involving account managers early in the shipper clean-up should help adoption when they start using the brain.
- Terminal access tickets by shipper are the use case Pieter cares most about, a clear first value story.
Transcript
Laura PenhaligonMorning, Bas. Can you hear me okay?
Bas VermeulenMorning, Laura. Yes, fine. It's just me today, Pieter is tied up with a shipper. He said to carry on and he will read the notes.- Laura PenhaligonThat's fine, we can get a lot done between the two of us. Did you get a bit of a breather after last week?
- Bas VermeulenA little. Friday evening was nice, the weather was good. Today it is grey again, of course.
- Laura PenhaligonSame here, typical. Right, so the thing I most wanted to say is thank you, because the network policy went through and the service user connected on our side without any fuss.
- Bas VermeulenYes, in the end it was done on the Thursday. My colleague in IT was fine once he saw it was read only. I should have explained that the first time.
- Laura PenhaligonEasily done. So where we are is this. The CRM connector has completed its first load. The helpdesk is in progress, it's working through the history. Have you got the console open?
- Bas VermeulenOne moment. Yes. I see the CRM as connected and the helpdesk as syncing. Is it normal that the helpdesk number goes up so slowly?
- Laura PenhaligonIt is, I'm afraid. Tickets have a lot of attached bits, comments, status changes, and they come in smaller batches than accounts. It'll speed up. I'd give it until the end of the day.
- Bas VermeulenOkay. And the warehouse, small, is that going to be enough? Because I know the compute is on our bill, I have to tell finance something.
- Laura PenhaligonYes, that's a fair thing to ask. It all runs in your Snowflake, so the compute is yours. For an account of your size, small is plenty for the load and the nightly refresh. If it ever looks too slow we can talk about stepping up, but I wouldn't pay for more in advance.
- Bas VermeulenGood. I will tell them small and that it should be flat. And the nightly refresh, when is it finished? The account managers start early.
- Laura PenhaligonBy 07:00 your local time on business days. So when the first account manager opens it, the previous day's tickets and CRM changes should be there.
- Bas VermeulenGood. That is what Pieter will want to hear. He is very strict about the morning.
- Laura PenhaligonI've gathered. Okay, next thing, and it's the one I'd like your brain on. The shipper hierarchy. In the CRM, are shippers and their sites separate accounts, or is one account with locations?
- Bas VermeulenSeparate accounts. There is a parent shipper, then children for each site or each business unit. But not always. Some old ones were created flat, so the parent is empty.
- Laura PenhaligonRight, that's what I thought I was seeing. If I share the list of the flat ones, could you tell me which ones should roll up to a parent? Otherwise a question like all exceptions for this shipper will miss the sites.
- Bas VermeulenI can do part of it. For some of them I would have to ask the account managers, because only they know. I will export the flat ones and send to Pieter's group as a sheet.
- Laura PenhaligonThat'd be ideal. It also gets the account managers involved early, which helps when they start using it.
- Bas VermeulenYes. And also, I think they will argue. Two people will claim the same shipper.
- Laura PenhaligonHa. Better that they argue now than in front of the brain. Let's look at the helpdesk categories while it loads. I've pulled the distinct values from what's come in so far. Can you see my screen?
- Bas VermeulenYes. Oh no. It is worse than I thought.
- Laura PenhaligonIt's not unusual, honestly. I count it as a handful of real groups with a long tail of spellings. Delay, damage, documents, access to the terminal, and a big group that's effectively other.
- Bas VermeulenAccess to the terminal, that is the port one. Those are the big ones for Pieter. A truck waits and the shipper is angry.
- Laura PenhaligonThen that's the group I'd map first and map carefully. Can you tell me, if I give you a list of the spellings, which ones belong together?
- Bas VermeulenYes. Send it to me. I can do that in one afternoon. The other group I do not know, I will mark with a question and ask the exceptions desk.
- Laura PenhaligonPerfect. Last topic is users. Pieter sent me the names for the first group. I'd like to create those accounts this week, so you'll see a request come through for each of them. Are you happy to approve?
- Bas VermeulenYes. I approve them myself. And when they log in the first time, what do they see? I do not want questions to me all day.
- Laura PenhaligonThey see their own shipper accounts first, with a short note about what to ask. We'll also do a short session for the group, and I'll write you a one page guide so the how-to questions have somewhere to go that isn't you.
- Bas VermeulenThat is good. Thank you. Pieter also wants a second admin, I think he said it last time.
- Laura PenhaligonHe did. Has he said who?
- Bas VermeulenNot yet. I think he will ask someone in his team. I will remind him.
- Laura PenhaligonGreat. So, to recap. I send you the category list today. You send the flat shipper accounts to the account managers and give me the category groupings. I'll create the first user accounts and you approve them. Helpdesk should be fully loaded by tomorrow, and I'll tell you if it isn't.
- Bas VermeulenOkay, yes, that is clear. Next week again?
- Laura PenhaligonNext week, same time if that works, and Pieter's welcome. By then we'll have the call recorder in as well and we can try some real questions.
- Bas VermeulenGood. Thanks, Laura.
- Laura PenhaligonThanks, Bas. Cheers, bye.
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