Brakkevoort Logistics / BG-Demo – Onboarding
Callcompleted
Brakkevoort Logistics · 15 May 2025 11:45
Onboarding session with Bas Vermeulen on setup ownership and what connects first. CRM, helpdesk and call recorder come first, accounting waits, and about ten users start. The helpdesk token is the main dependency.
What was said
What this says
As at Fri 9 Oct 2026Onboarding session with Bas Vermeulen on setup ownership and what connects first. CRM, helpdesk and call recorder come first, accounting waits, and about ten users start. The helpdesk token is the main dependency.
What happened: Laura Penhaligon set out the Growth set-up, with the brain running in the customer's own Snowflake account under a service role Bas creates himself. Bas was comfortable with that and said IT had no objection.
Customer view: Bas wants the CRM, helpdesk and call recorder first. Accounting can wait because finance is not yet keen.
Commercial: Growth includes forty users but about ten will start. That is early adoption, not yet headroom, and a second admin from IT is still to be asked.
Watch: The helpdesk token depends on the service manager. Bas also has to count tickets missing the shipper field, which affects Pieter's exception ticket use case.
Themes
As at Fri 9 Oct 2026Theme
Admin setup and connectors
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 Penhaligon to send the role script and connection checklist with the permissions written out.
- Bas Vermeulen to run the role script, sort the helpdesk token and CRM access, and estimate tickets missing the shipper field by the middle of next week.
- Bas to ask a colleague in IT to become a second admin.
Risks
As at Fri 9 Oct 2026- The helpdesk API token depends on the service manager and could delay the first load.
- Finance is not yet keen, so the accounting connector on the order form is deferred.
- Shipper is not always filled on helpdesk tickets, which weakens exception tickets by shipper.
Opportunities
As at Fri 9 Oct 2026- Starting with about ten users leaves room to grow towards the forty included in Growth as people ask.
- A second admin from IT who knows Snowflake would reduce dependence on Bas.
Transcript
Laura PenhaligonHello Bas, can you hear me alright? I think the recording has just started.
Bas VermeulenYes, loud and clear. Good morning, Laura. Well, nearly afternoon. Sorry, my camera is being slow, one second.- Laura PenhaligonNo rush at all. I'm in no hurry, and I've got the whole forty-seven minutes pencilled in, so we can take it steady.
- Bas VermeulenGood. It is a busy week here, the port is very busy, so half the office is on the phone to shippers. Mine is quiet, though. Quiet is good for me.
- Laura PenhaligonQuiet is the best kind of week for a BI developer, I'd say. Right, so today is really about getting you set up as the admin. I'd like us to agree what connects first, who owns what on your side, and what I need from you before the next session.
- Bas VermeulenYes, that is what I understood. Pieter said I should be the technical person, and he will join later when we talk about what the account managers see.
- Laura PenhaligonPerfect. He's on the invite for next week, I think. So, a bit of background first, just so we're talking about the same thing. You're on Growth, so forty users and the full set of connectors we agreed on the order form, and the brain runs inside your own Snowflake account. Nothing leaves it.
- Bas VermeulenRight. That part I have already spoken about with our IT. They are fine with it. They asked me one thing, which role the brain uses inside Snowflake.
- Laura PenhaligonGood question, and that's the first thing I want to settle. We create a dedicated service role, we give it a database and a warehouse of its own, and it only gets read access to the sources you point it at. You stay in control of the grants.
- Bas VermeulenOkay. So I create the role, or you create it?
- Laura PenhaligonYou create it. I send you a short script and you run it, so it's your hands on your own account. Then we never need an admin login from you, which tends to make security teams happier.
- Bas VermeulenYes, that is better. I like that. Send the script and I will read it first before I run anything.
- Laura PenhaligonOf course, please do. Read every line. Now, connectors. The ones on your order form are the CRM, the helpdesk, the call recorder and the accounting system, plus the shared mailbox for the account managers. Is that still how you see it?
- Bas VermeulenMostly. The CRM and the helpdesk, yes, that is first. The call recorder also, because the account managers record the shipper reviews. The accounting system, I think, can wait. Finance is not so excited yet.
- Laura PenhaligonThat's fine, it's your call. We can stage it. I'd start with the CRM and the helpdesk because that's where the shipper accounts and the exception tickets live, and that's what Pieter cares about most. Then calls. Then finance whenever they're ready.
- Bas VermeulenYes. Exception tickets by shipper. That is the thing he keeps saying. He wants to see the ticket before the shipper phones him.
- Laura PenhaligonRight, which depends on the helpdesk fields being clean. Do you know how the shipper is recorded on a ticket? Is it a proper field, or is it in the subject line, or something people type in?
- Bas VermeulenHmm. It is a field, but not always filled. Some of the planners leave it empty when they are in a hurry. Then the shipper is only in the text.
- Laura PenhaligonOkay, that's very common, and not a blocker. The brain can match on the text as well, but I'd rather you knew about it now than found out in a demo. Could you pull a rough idea of how many tickets are missing the field? Just a feel, not an exact count.
- Bas VermeulenI can do that. I have a query already for another report. I will look today or tomorrow.
- Laura PenhaligonLovely. Put that one on the list. Next, the refresh. The brain refreshes overnight and it's complete by 07:00 your time on business days. Does that suit the account managers, or do they start earlier?
- Bas VermeulenSeven is fine. They start around eight, nine. The drivers start earlier but they do not use this.
- Laura PenhaligonGood. Then there's the question of users. You have forty licences. Who gets them first? I'd suggest a small group to begin with so we can fix things before it goes wide.
- Bas VermeulenPieter and his account managers. And me. And two people from customer service, who handle the exception tickets. So not forty yet. Maybe ten at the start.
- Laura PenhaligonThat sounds sensible. We can grow it as people ask. Is there anyone in IT who should be an admin as well as you? It's worth having a second person, so you're not the only one if you're on holiday.
- Bas VermeulenHmm, yes, you are right. A colleague in IT, he knows Snowflake better than me, honestly. I will ask him. I think he will say yes.
- Laura PenhaligonGreat. Now let me share my screen and walk you through the connection checklist, and you can tell me where it doesn't match reality.
- Bas VermeulenOkay, I see it. So, the second item, the API token for the helpdesk. That one I need to ask our service manager, because she owns the account for that system.
- Laura PenhaligonThat's exactly what I'd expect. It should be a read-only token, and if she wants to create a separate user for it, that's even better. I'll put the exact permissions in the email.
- Bas VermeulenGood. And the CRM one is mine, I can do that myself. The call recorder I think Pieter owns, so he must approve.
- Laura PenhaligonOkay, so I'll write that down properly. Snowflake role and script, you. Helpdesk token, your service manager. CRM, you. Call recorder, Pieter to approve. Anything I missed?
- Bas VermeulenNo, that is right. One more thing. We had one ticket with your support already, about a login. It was solved quickly. I just want to say it was fine.
- Laura PenhaligonOh, good, thank you. I'll pass that on. And if anything else comes up during setup, raise it as a ticket and copy me, it's quicker than waiting for a call.
- Bas VermeulenOkay. So what do you need back from me, and when? Let me write it, so Pieter can see I am doing it.
- Laura PenhaligonThree things. One, you read and run the role script. Two, you get the helpdesk token and the CRM access sorted. Three, that rough count of tickets without the shipper field. If you can have those by the middle of next week, we can start the first load before the session with Pieter.
- Bas VermeulenMiddle of next week, yes. I think it is possible. The token is the risky one, because it depends on another person.
- Laura PenhaligonUnderstood. If the token slips, tell me early and we'll start with the CRM alone. It's no problem to load them one at a time.
- Bas VermeulenGood. Then I think it is clear. Thanks, Laura, this was useful. Better than the document.
- Laura PenhaligonGlad to hear it. I'll send the script and the checklist this afternoon, with the permissions written out. Speak next week, Bas. Cheers.
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