Brakkevoort Logistics / BG-Demo – Training
Callcompleted
Brakkevoort Logistics · 29 May 2025 11:45
Training for two customer users on their own data. Ilse de Graaf found the account page useful, but only a handful of the 40 licences had been used. Bas Vermeulen plans to add two or three account managers.
What was said
What this says
As at Fri 9 Oct 2026Training for two customer users on their own data. Ilse de Graaf found the account page useful, but only a handful of the 40 licences had been used. Bas Vermeulen plans to add two or three account managers.
What happened: Laura Penhaligon ran an 88-minute training on 29 May 2025 with Ilse de Graaf and Bas Vermeulen. It covered search, chat, connectors and the dashboards builder on their own data.
Customer view: Ilse started cautious, then found the account page useful because it replaced three tabs. Bas wanted to fix connector problems himself rather than wait for BG-Demo.
Commercial: Only a handful of the 40 licences had been used, so adoption is the gap, not value. Bas plans to add two or three account managers after the dashboard is built.
Watch: Bas said people are asking whether the morning numbers are fresh; the refresh is due by 07:00 local time on business days. Dashboard editing sits with Bas and Ilse only, so a small group carries the brain for now.
Themes
As at Fri 9 Oct 2026Theme
Training and adoption
Importance
neutral
Sentiment
positive
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Laura Penhaligon to send a written guide with the screens covered and the reconnect steps today or tomorrow.
- Laura Penhaligon to book another session with Ilse de Graaf on Monday.
- Bas Vermeulen to finish the table and weekly chart, then add two or three account managers.
Risks
As at Fri 9 Oct 2026- Only a handful of the 40 licences had been used, so value may stay unproven to the wider team.
- Users are asking whether the morning numbers are fresh, which could turn into a freshness complaint if the 07:00 refresh slips.
- Dashboard editing is held by Bas and Ilse only, which concentrates the brain on two people.
Opportunities
As at Fri 9 Oct 2026- Other account managers and the exceptions team could be added once the Monday question works as a dashboard.
- Dashboards built by Bas show investment by the customer and can support a value case at renewal.
Transcript
Laura PenhaligonHello, can you both hear me all right?
Ilse de GraafYes, loud and clear. Hi Laura.
Bas VermeulenHi, sorry, one second, I'm fighting with my headset. Can you hear me now?- Laura PenhaligonA bit of an echo, Bas. Try the laptop speakers maybe? Actually, no, that's better, that's gone.
- Bas VermeulenGood. Rotterdam wifi, you know how it is. It rained all night and now everything is slow.
- Laura PenhaligonSame here in London, grey all week. Right, we've got the whole session, so there's no rush. Shall I say what I had in mind and you tell me if it's wrong?
- Ilse de GraafPlease, yes. I should say I've only had a quick look so far. Mostly I've been scared to break something.
- Laura PenhaligonYou can't break anything, honestly. It reads from your systems, it doesn't write back. So the plan: first pages and search, then chat, which is where most account managers end up living, and then at the end the dashboards builder, which Bas will care about more. Does that work?
- Bas VermeulenThat works. I'd also like to spend a few minutes on the connectors, what's loading and when. I'm the one who gets the questions.
- Laura PenhaligonOf course. Let's do that in the middle. I'll share my screen, bear with me. Can you see the brain home page?
- Ilse de GraafYes, I see the search bar and a list of recent pages.
- Laura PenhaligonPerfect. So this is your own data, not a demo set. Pick a shipper you know well. Whichever one you'd have a call with this week.
- Ilse de GraafOkay. Let me think. We have a big one for the chilled warehouse, I'll go with that one.
- Laura PenhaligonType the name, don't worry about the exact spelling. There. You get a page for the account, and on it the CRM details, the recent calls, and the exception tickets from the helpdesk, all together.
- Ilse de GraafOh. That's, yeah. That's the thing I used to do in three tabs. I've got the ticket list here with the call summary underneath.
- Laura PenhaligonThat's the idea. Now scroll down. See where it says last contact? Click into the latest call. You can read the summary, or jump to the part of the transcript where they raised the problem.
- Ilse de GraafMm. Right. And is that, sorry, is that the whole call or just a clip?
- Laura PenhaligonThe whole call, but it highlights the relevant stretch. Take your time, have a click around. I'll stay quiet for a minute.
- Ilse de GraafOkay, I've had a look. That's actually quite useful. I didn't know the calls were in there already.
- Bas VermeulenThey came in with the recorder connector. We switched that on in the first weeks.
- Laura PenhaligonYes, exactly. Right, chat. Top right, the speech bubble. This is where you just ask. Try something real. Something you'd normally ask a colleague.
- Ilse de GraafHm. Can I ask which of my shippers have open exception tickets and haven't had a call recently?
- Laura PenhaligonGo on, type it just like that. Don't tidy it up.
- Ilse de GraafIt's thinking. Okay, it's given me a list. Five accounts. And it's saying where it got each one from. Is that right? I'd have said four.
- Laura PenhaligonGood, that's the right instinct. Click the source on the fifth one. It will show you the ticket it used. Is it open or closed?
- Ilse de GraafOh, it's closed, but there's a follow-up ticket still open. So it's right and I was wrong. Fine.
- Bas VermeulenThat happens a lot with how the helpdesk links things. The follow-up has a different reference.
- Laura PenhaligonWorth knowing, yes. The thing to take from it: always open the source if the answer matters. It's quick, and then you trust it, or you don't, and you tell us.
- Ilse de GraafOkay. And can I save that question? I'd ask it every Monday.
- Laura PenhaligonYou can. There's a pin icon next to the answer. Pin it and it appears on your home page. Do it now, then we'll come back to it with the dashboards.
- Ilse de GraafDone. It's on my home page. That's a bit satisfying, actually.
- Laura PenhaligonGood. Bas, shall we do the connectors now while Ilse has a play?
- Bas VermeulenYes. Let me share my screen instead, I'm in the admin view already. Can you see it?
- Laura PenhaligonYes. So that's your connector list. Each one shows the last successful load and how many records came through. If the records number stops moving for days, that's what you watch for.
- Bas VermeulenRight, that's what I wanted to ask. The nightly refresh. When is it supposed to be done by? People are asking me whether the morning numbers are fresh.
- Laura PenhaligonDone by 07:00 your local time on business days. If it isn't, tell us, that's something we'd look at straight away. It's separate from the brain being available, which is a different measure.
- Bas VermeulenOkay. And the one ticket we raised recently, the answer was a restart on your side, right? I want to be sure I understand what I'd do if it happens again.
- Laura PenhaligonAs I remember it, yes, one source needed re-authorising. You can do that yourself from this screen. Click the connector, then reconnect. I'll put it in the notes I send after.
- Bas VermeulenThat's good. I'd rather fix it myself than wait.
- Laura PenhaligonOkay, we've gone through the search filters and the page editing. Ilse, how's that feeling?
- Ilse de GraafBetter. I think I'm still going to be slow at first. We've got forty licences and, as far as I know, only a handful of us have logged in.
- Laura PenhaligonThat's pretty normal at this stage. The first few weeks are usually a small group who find it useful and then tell the others. Who else on your team would get value, do you think?
- Ilse de GraafThe other account managers, definitely. Maybe the people who handle exceptions. But I'd want to show them something that works properly first, not just a login.
- Bas VermeulenI can add people in the admin view whenever you want. It's only a question of who.
- Laura PenhaligonThat's a sensible order. Let's get your Monday question working as a dashboard, then you've got something concrete to show.
- Laura PenhaligonRight, dashboards. Bas, you'll be building these more than Ilse. Choose the data source, then drag a question in. Use the same wording Ilse typed.
- Bas VermeulenOkay. I've dropped it in. It's showing as a table. Can I turn it into a chart?
- Laura PenhaligonYou can, though honestly for a list like that I'd leave it as a table. A chart would be for a count over time, like how many exception tickets per week per shipper.
- Bas VermeulenRight, so I'd do the table for Ilse and a separate chart for the weekly numbers. Makes sense.
- Ilse de GraafCan I ask, sorry, if I share a dashboard, can the others edit it by mistake?
- Laura PenhaligonOnly if you give them edit rights. By default people can view and ask follow-up questions but not change it. Bas controls that.
- Bas VermeulenGood, that was my worry. I'll keep editing with me and Ilse for now.
- Laura PenhaligonWe're nearly at time. So from me: a short written guide with the screens we covered and the reconnect steps, today or tomorrow. And I'll book another session with Ilse on Monday to build on this.
- Ilse de GraafYes, please. In the meantime I'll try the pinned question on a couple of real calls and see what it gets wrong.
- Bas VermeulenAnd I'll finish the table and the weekly chart, then add two or three account managers to see if they get on with it.
- Laura PenhaligonPerfect. If anything looks odd, send it over, don't sit on it. Thanks both, that was a good session.
- Ilse de GraafThanks Laura, really helpful. Speak soon.
- Bas VermeulenCheers, bye.
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