Brakkevoort Logistics / BG-Demo – Onboarding
Callcompleted
Brakkevoort Logistics · 22 May 2025 15:15
Onboarding call on 22 May 2025. Pieter van Dam likes the single shipper page and wants ten or twelve account managers in a first wave, but the call recorder connector waits on written legal sign-off.
What was said
What this says
As at Fri 9 Oct 2026Onboarding call on 22 May 2025. Pieter van Dam likes the single shipper page and wants ten or twelve account managers in a first wave, but the call recorder connector waits on written legal sign-off.
What happened: Laura Penhaligon showed the CRM and helpdesk data loaded so far. Pieter said it already beats his three screens and a spreadsheet.
Customer view: Pieter wants the first wave of ten or twelve people to bring the brain to the Monday shipper review. A second admin has been agreed, which removes the single point of failure.
Commercial: Pieter checked that his contract, forty users at forty-four thousand as he put it, covers adding the rest of the team. Laura said up to forty users there is no extra cost; the call does not show the order form.
Watch: The call recorder is held until the customer's legal team approves in writing. Duplicate shipper records in the CRM also need cleaning.
Themes
As at Fri 9 Oct 2026Theme
First wave and recorder approval
Importance
praise
Sentiment
positive
Voice
decision-maker
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 one-page note on where the data sits and who can see it, today.
- Pieter van Dam to phone legal if he hears nothing by the end of the following week.
- Bas Vermeulen to finish the duplicate shipper list and the first-wave user names.
Risks
As at Fri 9 Oct 2026- The call recorder connector is blocked until the customer's legal team approves in writing.
- Only ten or twelve of the forty licensed users are planned for the first wave.
- Duplicate shipper records in the CRM could blur what the brain shows.
Opportunities
As at Fri 9 Oct 2026- Attaching the brain to the Monday shipper review gives a real habit to build adoption on.
- The rest of the forty licensed users can be added at no extra cost as the first wave spreads.
Transcript
Laura PenhaligonHello both. Afternoon, Bas, afternoon, Pieter. Can you hear me?
Pieter van DamHello Laura, yes. Bas is next to me, we are in one room, so you may get a little echo. Tell me if it is bad.- Laura PenhaligonSounds fine from here. A tiny bit of echo, nothing worrying. How's the week been?
- Pieter van DamBusy. Good busy. Okay, let's start with last time. Bas, you had three actions. What is the status? To be clear, I want to hear what is done and what is not.
Bas VermeulenThe role script is run. I read it, I changed one name so it follows our convention, and it works. The CRM access is also done. The helpdesk token I got yesterday from our service manager.- Pieter van DamGood. And the count of tickets without the shipper field?
- Bas VermeulenThat one I did, roughly. It is a real minority, but not nothing. Maybe one in six, one in seven. I did not do an exact number.
- Laura PenhaligonThat's useful, thank you, Bas. And it matches what I see elsewhere. I'll show in a minute how the brain handles the ones where the shipper is only in the text.
- Pieter van DamGood. So what is the plan for today, Laura? Let's make it concrete.
- Laura PenhaligonThree things. First, I show you what has loaded so far, which is the CRM and the helpdesk. Second, we decide who gets access in the first wave. Third, we agree what the call recorder needs, because that's the one still waiting on you, Pieter.
- Pieter van DamOkay. The call recorder I have not forgotten. I will say why in a moment. First show me the data.
- Laura PenhaligonSharing now. Can you see the browser window with the brain?
- Bas VermeulenYes, we see it.
- Pieter van DamWait, go back. This page, the shipper account. It shows the open tickets and the account manager. So I can see all the exceptions for one shipper in one place?
- Laura PenhaligonYes. Everything the CRM and the helpdesk know about that shipper, together. Once the calls are connected, the call summaries sit on the same page. Then the account manager sees the ticket, the contact and what was said on the last review.
- Pieter van DamThat is what I bought it for. To be clear, today I do this with three screens and a spreadsheet. So this is already better.
- Bas VermeulenThere is one shipper here that appears twice. Same name, little different spelling. Is that from the CRM or from the helpdesk?
- Laura PenhaligonGood spot. That's the CRM, I believe, there are two records. The brain doesn't silently merge them, because it shouldn't guess. If you tell me which one is right, I can map the other onto it.
- Pieter van DamIt is one company. Bas, send her the name. We should clean that in the CRM too, then. I will tell my team.
- Bas VermeulenOkay, I note it. There may be more than one. I can make a list from a query.
- Laura PenhaligonThat would be ideal. A list of likely duplicates and I'll set up the mapping in one go.
- Pieter van DamNow users. We have forty licences. Who is in the first wave, in your opinion, Laura? I have my idea, but tell me yours.
- Laura PenhaligonI'd pick the people who live in exception tickets every day. Your account managers and the customer service people who handle the escalations. Not all forty on day one. If a small group likes it, they tell the rest, and that tends to work better than an announcement.
- Pieter van DamYes. I agree. Ten, maybe twelve people. My account managers first. The weekly shipper review on Monday, I want them to bring the brain, not the spreadsheet. Let's make that the target.
- Laura PenhaligonI like that, it's a real habit to attach it to. Bas, can you add those names so I can send invitations? And do we have the second admin from IT yet?
- Bas VermeulenYes, my colleague agreed. He will be the second admin. I will give you his details after the call.
- Laura PenhaligonGood, that takes the single point of failure away. Now, the call recorder, Pieter. What's the hold up?
- Pieter van DamFair. Two things. The account managers record shipper calls, and some shippers did not agree to recording in a formal way. I asked our legal team what we can send to a third party. They said it is okay inside our own Snowflake, but they want it in writing.
- Laura PenhaligonThat makes sense, and it's a sensible question to ask. What the brain does is read the transcripts inside your own account, so nothing leaves your environment. Would a short note from me describing exactly that help your legal team?
- Pieter van DamYes. A short note, not a brochure. One page. Say where the data sits and who can see it.
- Laura PenhaligonOne page, understood. I'll write it plainly and send it today.
- Pieter van DamGood. Then the call recorder waits for legal. I will not let it slip. If I hear nothing by the end of next week, I phone them.
- Bas VermeulenIn the meantime the CRM and the helpdesk are already enough for the first wave, I think.
- Laura PenhaligonAgreed. And finance, the accounting system, stays parked unless Pieter says otherwise.
- Pieter van DamParked. Yes. One question before we stop. Our contract is for the whole year, forty users, at forty-four thousand. So I do not need to worry if we add the rest of the team later?
- Laura PenhaligonRight, up to your forty users you're covered, no extra cost. I'm not the one for commercial questions, so if you want to go beyond that, Tom or Marcus would be the people to talk to. But for the first wave you're well inside it.
- Pieter van DamOkay. That is what I thought. Good. So let me say it back. Bas finishes the duplicate list and the user names. Laura sends the one page for legal and the invitations. I chase legal. Correct?
- Laura PenhaligonExactly right. And I'll book a short check-in for the week after next, so we can look at how the first wave found it.
- Pieter van DamGood. Let's keep it short. Thanks, Laura. Bas, we go and look at that duplicate list now.
- Laura PenhaligonLovely. Speak soon, both. Cheers.
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