Brinkerhof Distributie / BG-Demo – Onboarding
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Brinkerhof Distributie · 2 Jan 2026 10:15
On 2 Jan 2026 Bas Kuijpers, the only person working on the Growth set-up, agreed a first wave of CRM, helpdesk and accounting, with orders to follow. Finance is nervous about connecting the books.
What was said
What this says
As at Fri 9 Oct 2026On 2 Jan 2026 Bas Kuijpers, the only person working on the Growth set-up, agreed a first wave of CRM, helpdesk and accounting, with orders to follow. Finance is nervous about connecting the books.
What happened: Laura Penhaligon and Bas agreed the first wave on 2 Jan 2026. Orders waits until Bas checks where the nightly files land.
Customer view: Bas is the sole day-to-day worker, and usage is one or two people a day. He wants Joost van der Linden as pilot user, with training the week after next if data is loaded.
Risk: finance asked what leaves the building. Laura answered that nothing leaves and will send Bas a one page note for the finance controller.
Commercial: the Growth plan covers 40 users and eight connectors, so more connectors are included up to eight. Anything beyond goes to Matteo, and Elena is the customer success contact after go-live.
Themes
As at Fri 9 Oct 2026Theme
First connector wave planning
Importance
neutral
Sentiment
mixed
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Bas Kuijpers asks sales operations about the CRM service user and sends the two complaint category lists.
- Laura Penhaligon sends Bas the one page finance controller note and the permission note.
- Bas Kuijpers checks where the order files land and whether the layout is stable.
Risks
As at Fri 9 Oct 2026- Bas Kuijpers is the only person working on the onboarding, which is a key-person risk.
- Finance is nervous about connecting the accounting system and may delay access.
- The order system only exports nightly files and its expert is away until the middle of the month.
Opportunities
As at Fri 9 Oct 2026- Joost van der Linden as pilot user could win over other account managers.
- Usage of one or two people a day against 40 licensed users leaves headroom to grow adoption.
Transcript
Laura PenhaligonHello Bas, can you hear me all right?
Bas KuijpersYes, good morning, I can hear you. Can you see me? I think my camera is a bit dark.- Laura PenhaligonI can see you fine. Happy new year, by the way. Did you manage to get any time off?
- Bas KuijpersA few days, yes, thanks. Quiet. The warehouse was closed and so the office was empty, which was actually nice. Today is the first day I have my inbox under control.
- Laura PenhaligonThat's the best way to come back. Right, so today is onboarding, and the aim is simple. I'd like us to leave the call knowing which sources we connect first, who owns each one on your side, and what you need from us before we start loading anything. Does that match what you expected?
- Bas KuijpersYes, that is what I expected. I should say, I am the only one really working on this for now. My manager signed it off in November but the day to day is me.
- Laura PenhaligonOkay, that's useful to know. It's quite common, honestly. You're the admin on the account, so we'll lean on you for access and for deciding what's right. Let me start with the Growth set-up so we're clear on what you have. You're licensed for forty users, and the plan covers eight connectors.
- Bas KuijpersEight, yes. I do not think we need all eight at the beginning. I looked at the list. Maybe four are really important.
- Laura PenhaligonGood, that's the sensible way to do it. Tell me which four and why.
- Bas KuijpersFirst is the CRM, because the account managers live there. Then the helpdesk, for the delivery complaints. Then the accounting system, for the credit queries and the invoices. And then orders, which come from our own order system. That one I am not sure about, it is the most complicated.
- Laura PenhaligonMm. That's exactly the picture in the profile we have, an account manager looking at one installer and seeing orders, complaints and credit in one place. So that's a sensible first wave. Let's take them one at a time. CRM first. Who administers it on your side?
- Bas KuijpersThat is a colleague in sales operations. I can ask her. I think she needs to create an API user, or something like that, I am not sure of the correct word.
- Laura PenhaligonA service user, yes. A read-only one is enough, and I'd recommend that. I'll write down exactly what permissions we need so she doesn't have to guess. Would it help if I joined a short call with her?
- Bas KuijpersMaybe, yes. Let me first send her the note, and if she has questions I will ask you.
- Laura PenhaligonPerfect. Helpdesk next.
- Bas KuijpersThe helpdesk is mine, more or less. I am an admin there already, so I can do it myself. There is one thing though. We have two queues, one for Netherlands and one for Flanders, and the complaint categories are not the same in both.
- Laura PenhaligonRight, and that matters, because if the categories differ the brain will read them as two different things. We can map them at the start so a late delivery counts as a late delivery in both. Can you send me the two category lists, even just pasted into an email?
- Bas KuijpersYes, I can do that today. It is not long.
- Laura PenhaligonLovely. Then the accounting system. Who has the keys there?
- Bas KuijpersFinance. The finance controller. And I have to be honest, finance is a little nervous about connecting something to the books. They asked me what exactly leaves the building.
- Laura PenhaligonFair question, and it's a good one to answer clearly. Nothing leaves. The brain runs inside your own Snowflake account, so the data is loaded there and stays there. We don't copy it to a system of ours. If it helps I can put that in one page for the controller, in plain words.
- Bas KuijpersThat would help a lot. Plain words, not technical. He is not a technical person, he is very careful.
- Laura PenhaligonUnderstood. Careful is good. I'll keep it to one page and I'll send it to you rather than to him, so you can decide how to pass it on.
- Bas KuijpersOkay. And then the order system. This is the difficult one.
- Laura PenhaligonGo on, what makes it difficult?
- Bas KuijpersIt is old. It is run by a small team and they export files every night. There is no proper connection, only the files. And the person who knows it best is on holiday until the middle of the month, I think.
- Laura PenhaligonOkay. So the files exist, they land somewhere predictable, and that's enough for us. We can load them from a shared folder if that's where they go. What I need to understand is where they land and whether the layout changes.
- Bas KuijpersI think it is a shared drive, and the layout is the same every night. But I would need to check. I do not want to promise something wrong.
- Laura PenhaligonNo, please don't promise. Just check, and we'll leave that one for the second wave if it's not clear by then. There's no harm in starting with three and adding orders after.
- Bas KuijpersThat makes me more relaxed, actually. I was a bit worried that all four had to be ready at the same time.
- Laura PenhaligonNot at all. Honestly, a smaller first wave that works is better than a bigger one that's half broken. Now, users. You said it's mainly you at the moment.
- Bas KuijpersYes. Me, and sometimes one account manager looks. It is not many. I saw in the usage page it says something like one or two people a day.
- Laura PenhaligonThat sounds right for this stage, and it's fine. The numbers will move once there's real data to ask about. Who are the first account managers you'd want to bring in?
- Bas KuijpersJoost, definitely. Joost van der Linden. He is a key account manager and he complains the most about not having the whole picture. If it works for him, the others will follow.
- Laura PenhaligonThen he's our pilot user. I'd suggest we plan a training session with him and you once the first connectors are loaded, so he's asking questions of his own installers, not a demo. How does that sound?
- Bas KuijpersGood. Yes. Not too soon though. Maybe the week after next, if the data is there.
- Laura PenhaligonThat's realistic. I've got a note that there's been two tickets from you recently, one of them high priority. Is that something I should know about before we load anything?
- Bas KuijpersAh, yes. That was about the login for me, at the start, and the other one was a question about where the nightly refresh time is shown. It is resolved, I think. Both of them.
- Laura PenhaligonGood, I'll double check that they're closed on our side. And the refresh, just so you know, completes by seven in the morning your time on business days, so your account managers have fresh data when they sit down.
- Bas KuijpersOkay, seven. That is good. They start around eight.
- Laura PenhaligonPerfect. So let me read back what I've got. CRM, helpdesk and accounting in the first wave, orders when you've checked the files. You'll ask sales operations about the service user, send me the two complaint category lists today, and I'll send you the one page for the finance controller plus the permission note. Anything missing?
- Bas KuijpersI think that is everything. One more question, maybe. If I add more connectors later, does that cost extra?
- Laura PenhaligonUp to eight is already in your plan, so no. It's only beyond that, and that would be a conversation with Matteo, who looks after the commercial side. Elena is your customer success contact and she'll pick things up with you after we're live.
- Bas KuijpersOkay, good. I only wanted to know so I do not plan something wrong.
- Laura PenhaligonSensible. Right, I think we're done and just inside the time. Thanks, Bas, this was clear and helpful.
- Bas KuijpersThank you, Laura. I will send the lists later today. Speak soon.
- Laura PenhaligonSpeak soon. Bye for now.
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