Brinkerhof Distributie / BG-Demo – Onboarding
Callcompleted
Brinkerhof Distributie · 29 Dec 2025 11:45
Brinkerhof's access to order tables and helpdesk is approved, accounting is not yet. A helpdesk connector break was fixed quickly. Femke van Gestel asked her first question of the order data and said she liked it.
What was said
What this says
As at Fri 9 Oct 2026Brinkerhof's access to order tables and helpdesk is approved, accounting is not yet. A helpdesk connector break was fixed quickly. Femke van Gestel asked her first question of the order data and said she liked it.
What happened: Laura Penhaligon ran the 29 Dec 2025 onboarding check-in with Femke van Gestel and Bas Kuijpers. Access is a yes for order tables and helpdesk, and the accounting decision waits for January.
Customer view: Femke asked which Flanders installers ordered less than usual and got a list. She spotted one installer she did not know about and said she should call him.
Watch: the helpdesk connector stopped after Bas changed a service account password and nobody noticed. Laura pointed him to records indexed per source in the admin view, and Bas will check it every Monday.
Commercial: the value case is delivery complaints alongside orders, so accounting and helpdesk mapping matter next. The customer service colleague is away until the second week of January.
Themes
As at Fri 9 Oct 2026Theme
Onboarding access and first use
Importance
praise
Sentiment
positive
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Bas Kuijpers checks records indexed every Monday and sends the customer service session invite.
- Femke van Gestel sends the first group of names and gets the finance visibility rule confirmed in writing.
- Laura Penhaligon sends the next check-in invite and a one page note on keeping connectors healthy.
Risks
As at Fri 9 Oct 2026- Accounting access is not yet approved and the decision maker is on leave until January.
- A connector can stop loading unnoticed after a customer-side credential change.
- The customer service colleague needed for category mapping is away until the second week of January.
Opportunities
As at Fri 9 Oct 2026- Adding accounting and delivery complaints to the order data completes the picture Femke wants for account managers.
- Bringing account managers in group by group extends use beyond Bas and Femke.
Transcript
Laura PenhaligonHello both. Good morning. Can you hear me?
Bas KuijpersYes, good morning, Laura. Loud and clear.
Femke van GestelMorning. Sorry, I am one minute late, I was finishing something. Now I am here.- Laura PenhaligonNo rush at all. It's a quiet week, isn't it. I think I'm the only one in the office this morning.
- Femke van GestelSame here. Half of the account managers are on holiday, the other half are answering installers who forgot to order before Christmas.
- Laura PenhaligonHa. That sounds about right. Did you both get some time off?
- Bas KuijpersA few days. I was mostly with family. Now I am back and trying to be useful.
- Femke van GestelOkay. Last time's actions. Bas, the access. What is the status? Is it a yes?
- Bas KuijpersIt is a yes, for the order tables and the helpdesk. The accounting system is not yet. They want to look at it again in January. The person who decides is on leave.
- Femke van GestelSo two of the three. Okay. That is something. And it is not a no.
- Laura PenhaligonTwo of three is good progress for this time of year. And that matches what I see on our side, the order connector is configured and has started loading. Bas, I think you raised a couple of tickets as well.
- Bas KuijpersYes, two. One was a simple question, how to choose which fields are searchable. The other one was more urgent. The helpdesk connector stopped syncing after I changed the service account password. I forgot it was used there.
- Laura PenhaligonRight, that's the one marked high priority. Our support team picked that up and it should have been back within the response time, but tell me if that wasn't your experience.
- Bas KuijpersNo, it was fast. They told me what was wrong, I updated the credential, and it started again. My mistake, really.
- Laura PenhaligonNot at all, it happens on nearly every project. The useful thing is that we've written it into the handover note now. If a service account changes, the connector needs the new credential, otherwise records stop arriving and nobody notices for a while.
- Femke van GestelThat is the danger. Nobody notices. How would we notice?
- Laura PenhaligonGood question. In the admin view you can see the records indexed per source. If one goes flat for a few days, that's your warning. I can show you where in a minute. And Bas, I'd suggest you glance at it once a week for now.
- Bas KuijpersYes. I can put it in my calendar. Every Monday.
- Femke van GestelGood. Put it in the calendar, not in your head.
- Bas KuijpersYes, Femke.
- Laura PenhaligonLet me share my screen and show you. Give me a moment.
- Laura PenhaligonOkay. So this is the sources page. Each connector has a status, the last successful sync and the number of records indexed. The order data is the top one. You can see it's been loading steadily since the weekend, the line is going up.
- Bas KuijpersYes, I see. And the helpdesk one has the small gap, that is when it was broken.
- Laura PenhaligonExactly, that flat bit. That's what you'd be looking for. A gap of a day or two over a holiday is nothing, but a flat line for a whole week on a working week, that deserves a look.
- Femke van GestelAnd can I ask it a question now? With the order data only?
- Laura PenhaligonPlease do. Pick an installer you know well.
- Femke van GestelOkay. I will ask, which of my installers in Flanders ordered less this month than they usually do.
- Laura PenhaligonThere we go. It's given you a short list with the ordering pattern next to each name.
- Femke van GestelHm. The first one, that makes sense. He always slows down in December. The second one, I did not know. That one I should call.
- Laura PenhaligonThat's exactly the kind of thing we want the account managers doing. And it's only the order data so far, once the complaints are in alongside it, you'd see whether that installer had a bad delivery as well.
- Femke van GestelYes. That is the point. Delivery complaints, and then who is unhappy. Okay. I like this. It is not finished but I like it.
- Bas KuijpersOne thing I noticed. The customer names, they are not always the same between order data and the helpdesk. One has the legal name and the other the trading name.
- Laura PenhaligonYes, thank you for flagging that, it's a classic. We can match them using the customer number if both systems carry it. Does the helpdesk record the customer number?
- Bas KuijpersMost of the time. Not always. The older tickets, no.
- Laura PenhaligonThen most will match cleanly and we'll have a short list of exceptions to tidy by hand. I'd suggest we do that in the session with your customer service colleague. Bas, have you been able to book her?
- Bas KuijpersNot yet. She is on holiday until the second week of January. I will book it for when she is back.
- Femke van GestelDo it now, in the calendar, so it does not float.
- Bas KuijpersOkay, I will send the invite today. Laura, I will add you.
- Laura PenhaligonPlease do. Thank you. Now, Femke, the other thing from last time was your two accounts per account manager. Did you get a chance?
- Femke van GestelPartly. I have the names for the first group, I will send them today. But many are away, so some I only know in January. It is what it is.
- Laura PenhaligonThat's fine. I'd rather have a smaller group who are properly there than a bigger group half listening. So, the first group in January, once the helpdesk categories are mapped, and we bring in the rest after that.
- Femke van GestelYes. What is the plan for the accounting system, then? If they say yes in January, how long?
- Laura PenhaligonOnce Bas has the access, the connector itself is quick. The slower part is agreeing what account managers can see, which we've already started with your rule, open or closed and the date, no amounts. So I'd expect a few days of work, not weeks, but I'll confirm when the access lands.
- Femke van GestelGood. I will ask my finance colleague to confirm the rule in writing, so nobody argues later.
- Laura PenhaligonThat would be great, thank you. Then I can set it up exactly as written.
- Bas KuijpersSmall question about users. When the account managers come in, do I create them one by one, or is there a bulk way?
- Laura PenhaligonYou can invite by a list, so you paste in the email addresses and it sends them out. Nothing to do one by one. And you're the admin, so it will be your screen. I'll walk you through it in the January session, it takes five minutes.
- Bas KuijpersGood. Then I do not need to prepare anything.
- Laura PenhaligonJust the list of names, which Femke is already sending. Right, shall I recap?
- Femke van GestelYes please. Short.
- Laura PenhaligonShort. Bas: weekly look at the records indexed, send the invite for the customer service session, and chase the accounting access in January. Femke: names for the first group today, and the finance rule in writing. Me: the table list is already with you, I'll send the invite for the next check-in and a one page note on keeping connectors healthy.
- Femke van GestelGood. That is clear. And the next call, early January, not late.
- Laura PenhaligonEarly January, understood. Anything else from you?
- Bas KuijpersNo. Thank you, Laura. Have a good new year.
- Laura PenhaligonAnd you both. Happy new year, speak soon.
- Femke van GestelGroetjes, Femke.
Callsmade from