Brakkevoort Logistics / BG-Demo – Training
Callcompleted
Brakkevoort Logistics · 2 Jun 2025 15:45
Ilse de Graaf, an account manager, says she uses the brain weekly and is saving time on Mondays. Others are being added and are asking her for help. The session covered question patterns, sharing pages and saved search.
What was said
What this says
As at Fri 9 Oct 2026Ilse de Graaf, an account manager, says she uses the brain weekly and is saving time on Mondays. Others are being added and are asking her for help. The session covered question patterns, sharing pages and saved search.
What happened: Laura Penhaligon ran a training session on 2 Jun 2025 on phrasing questions (who, what, when), sharing pages and filtering calls. Ilse tried a ticket question, a follow-up and a saved search live.
Customer view: Ilse is positive and says the brain has replaced a few things she did by hand. She found a pallet issue raised on a call that she had not linked to a ticket.
Commercial: more account managers have been added this week and are asking her how to phrase things. That is wider adoption, and Laura asked her to note the manual work saved so Marcus Bell can hear it in her words.
Watch: two shippers were mixed up, probably because of how names are stored in the CRM. The time saving is described but not quantified, and Ilse is currently the person others ask.
Themes
As at Fri 9 Oct 2026Theme
Training and adoption
Importance
praise
Sentiment
positive
Voice
user
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Ilse de Graaf to email Laura Penhaligon the two shipper names that were mixed up, so Bas can tidy them at source.
- Laura Penhaligon to send a short recap of the question patterns and sharing steps.
- Ilse de Graaf to keep a rough note of the manual work the brain replaces, for Marcus Bell.
Risks
As at Fri 9 Oct 2026- Two shippers with similar names were mixed up, so trust could dip if the source data is not tidied.
- The time saving is only described in Ilse's words and is not measured, so the value case is thin.
- Colleagues look to Ilse for how to phrase questions, which makes her a single point of know-how.
Opportunities
As at Fri 9 Oct 2026- More account managers are being added and are asking questions, which widens use of the brain.
- Ilse's own note of manual work replaced can become a value case for Marcus Bell's later conversation.
- Saved search before review meetings gives the team a repeatable habit to share.
Transcript
Laura PenhaligonHi Ilse, good afternoon. Can you hear me?
Ilse de GraafHi Laura, yes, all fine. Sorry, I'm a minute late, I was finishing a call with one of the shippers.- Laura PenhaligonNo problem at all. Did you have a decent weekend?
- Ilse de GraafYes, thanks, sunny for once. I was on the water on Saturday. You?
- Laura PenhaligonMostly gardening, nothing exciting. Right, shall we get on? Last time we left you with a pinned question and a plan to see what it got wrong. How did that go?
- Ilse de GraafBetter than I expected, honestly. I've been using the Monday question every week. This morning I looked at it before my first meeting and I actually knew which two shippers to chase.
- Laura PenhaligonThat's exactly what we hoped. Did it get anything wrong?
- Ilse de GraafA couple of times it mixed up two shippers with similar names. I opened the source, like you said, and it was obvious. I told Bas and he thinks it's how the names are stored in the CRM.
- Laura PenhaligonThat sounds likely. If you can note which two, Bas can tidy them at source and it'll sort itself out on the next refresh. Is Bas joining us today?
- Ilse de GraafNo, he's tied up on something else, but he said to say hello. He's added a few of the other account managers this week, so there are a lot more people poking about now. Some of them asked me things and I could actually answer, which was nice.
- Laura PenhaligonThat's great to hear, and it's what we want to see. So today I thought we could go a bit deeper on asking better questions, and then on how to share what you've built. Sound right?
- Ilse de GraafYes, that's what I need. The others keep asking me how to phrase things and I'm just guessing.
- Laura PenhaligonOkay, I'll share my screen. Here's a pattern that works: say who, say what, say when. So not just exceptions, but exception tickets for this shipper in the last month, grouped by reason.
- Ilse de GraafRight. So being specific about the time as well. I tend to leave that out.
- Laura PenhaligonMost people do. Try it on one of yours. Pick any shipper where there's been trouble.
- Ilse de GraafLet me think. Okay, there's one with a lot of late pickup tickets. I'll type it in now.
- Ilse de GraafThat's come back with a breakdown. Late pickups, damaged pallets, and a few that just say other. And it's showing me which calls mentioned them. Oh, that's useful. They raised the pallet thing on a call and I hadn't linked it.
- Laura PenhaligonThat's the real value, joining the call to the ticket. Now try a follow-up in the same chat. Don't start again. Ask which of those has been open longest.
- Ilse de GraafHm, okay. So I just type, which of those is oldest? Like that?
- Laura PenhaligonJust like that. It keeps the context.
- Ilse de GraafRight, it's picked a ticket and says it's been open for a while. Good, I'll bring that up with them on Thursday.
- Laura PenhaligonLovely. Now sharing. You've got your pinned questions and the table Bas made. If a colleague wants the same view, you can share the page itself so they don't need to rebuild it.
- Ilse de GraafAnd they see my data? Or just the page?
- Laura PenhaligonThey see what they're permitted to see. The page uses their access, not yours. If they can't see a source, that part stays empty. Bas is the admin, so he'd be the one to change that.
- Ilse de GraafOkay, that's reassuring. A couple of people were worried about that.
- Laura PenhaligonWe've covered a fair bit. Let me do a quick recap before we run out of time. How are you feeling about it compared with last time?
- Ilse de GraafMuch more comfortable. I wasn't sure at first whether it was going to be one more thing to learn, but it's replaced a few things I did by hand. I'd say I'm saving a good bit of time on Mondays already.
- Laura PenhaligonGood. If you can, keep a rough note of what you'd otherwise have done manually. It helps when we sit down with Marcus later, he looks after your account on our side, and he'll want to hear in your words what it's doing for the team.
- Ilse de GraafYes, I can do that. I'll jot things down as I go.
- Laura PenhaligonLast thing for today, search filters across calls. Try filtering by the shipper and by a keyword, say delay, and see which calls come up.
- Ilse de GraafOkay, that's brilliant. I've got six calls, sorted by date. I could use that before every review meeting.
- Laura PenhaligonExactly. Save the search and you've got your pre-meeting check ready.
- Laura PenhaligonRight, we're almost at time. I'll send a short recap of the question patterns and the sharing steps, today if I can. And can you send me the two shipper names that got mixed up so I can pass them to Bas?
- Ilse de GraafYes, I'll email them over this afternoon. And I'll tell the others about the saved search, they'll like that.
- Laura PenhaligonPerfect. Thanks Ilse, that was a really good session. Speak soon.
- Ilse de GraafThanks Laura, have a good afternoon. Bye.
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