Brinkerhof Distributie / BG-Demo – Training
Callcompleted
Brinkerhof Distributie · 12 Jan 2026 14:00
Laura Penhaligon trained Bas Kuijpers and Joost van der Linden on chat, search, pages and the dashboards builder. Both reacted well. The orders connector is not yet live, and rollout is deliberately starting with five or six account managers.
What was said
What this says
As at Fri 9 Oct 2026Laura Penhaligon trained Bas Kuijpers and Joost van der Linden on chat, search, pages and the dashboards builder. Both reacted well. The orders connector is not yet live, and rollout is deliberately starting with five or six account managers.
What happened: On 12 Jan 2026 Laura walked Joost and Bas through chat, search, a saved page and a first dashboard on real installer data. Joost linked delivery complaints to late payment in one conversation.
Customer view: Joost said the brain replaces five windows he keeps open today and called the session better than he expected. Bas valued the source links and asked how to spot a wrong answer.
Commercial: The Growth tier includes forty licensed users, and the team plans to start with five or six account managers and watch who uses it. That is headroom, not yet proof of adoption.
Watch: The orders connector is not connected until a colleague returns later in the month. Bas's Flanders count looked off, probably because he did not ask for open complaints.
Themes
As at Fri 9 Oct 2026Theme
Growth onboarding training
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- Laura sends a one-page guide covering chat, search, a page and question phrasing.
- Bas connects the orders connector when his colleague returns and shares the dashboard with five or six account managers.
- Elena, the customer success contact, checks in after a few weeks.
Risks
As at Fri 9 Oct 2026- The orders connector is not yet connected and depends on a colleague who is away until later in the month.
- Rollout starts with only five or six account managers, so wider adoption is not yet shown.
Opportunities
As at Fri 9 Oct 2026- Forty licensed users on Growth leave room to bring in more account managers, finance and support.
- Joost's open complaints dashboard with credit queries is a concrete use that Bas can share with the team.
Transcript
Laura PenhaligonHello, hello. Bas, I can see you. Joost, I think you're still on mute.
Joost van der LindenSorry, sorry. Yes. Hello, good afternoon. Can you hear me now?- Laura PenhaligonLoud and clear. Good afternoon. Thanks for making time on a Monday, I know it's a heavy day.
- Joost van der LindenEvery day is heavy, but Monday is the worst because everybody wants to know what happened in the weekend. Installers call at seven in the morning. So I have been looking forward to this, to be honest.
Bas KuijpersI told him it is not magic, but he does not listen.- Laura PenhaligonHa. Well, let's see how far it gets us. The plan for the next hour or so is this. I'll show you where things live, then how to ask questions in the chat, then search, and then pages and the dashboards builder, which is part of your Growth plan. Please stop me whenever something doesn't make sense, and let's use real installers from your data, not made-up ones.
- Joost van der LindenGood. Because I have one in mind already. One of my bigger ones, he complains about deliveries, and also he pays late, and I never know if the two are connected.
- Laura PenhaligonThat's exactly a good first question. Bas, can you share your screen, or shall I? Actually it's easier if Joost drives and I talk. Joost, can you open the brain from the link in the invitation?
- Joost van der LindenI am opening it. It asks me to sign in. Okay. I am in. There is a big box in the middle.
- Laura PenhaligonThat's the chat. Type the installer's name and ask something plain, like you'd ask a colleague. Don't try to be clever with the wording.
- Joost van der LindenSo I write, show me the delivery complaints from this installer in the last quarter. Like this?
- Laura PenhaligonExactly like that. Give it a few seconds.
- Joost van der LindenOh. It gives me a list. With dates. And there is a small link next to each one.
- Laura PenhaligonThose links are the sources. Click one. That takes you to the ticket it came from, so you can always check it. We don't want you to trust an answer you can't trace.
- Bas KuijpersThat is the part I like. In the helpdesk I had to open every one separately and now they are in one place.
- Joost van der LindenRight, but this is only the complaints. What about the late payment? Can I ask it in the same box?
- Laura PenhaligonYes, in the same conversation. Ask whether the invoices for this installer were paid on time and whether that lines up with the complaints. It'll remember what you were just talking about.
- Joost van der LindenOkay. Typing. Hm, it is thinking. Okay, it says there are some invoices paid after the due date, and then it shows, I think, a month where there were the most complaints and also a late one.
- Laura PenhaligonRight. Now be a bit careful here, and this is something I'd say to everyone. It shows you two things that happened in the same month. It doesn't tell you one caused the other. You know the installer, so you decide if it makes sense.
- Joost van der LindenYes, yes. In this case I think it does. He told me once he holds back payment when the goods arrive wrong. So this is what I thought.
- Laura PenhaligonThen that's a useful thing to take into your next conversation with him. It's also a nice example of what the brain is for. It saves you the hour of looking, and you still do the thinking.
- Bas KuijpersOne question. When the answer is wrong, how do we know? Last week I asked something and the number was different from what I expected.
- Laura PenhaligonGood one. Two things. First, open the sources and look at what it used. Very often the question was a bit wider or narrower than you meant, for instance it counted all complaints and you wanted only the open ones. Second, if the sources really are wrong, that usually means the connector hasn't loaded something, and that's for you as the admin to see. Do you remember what you asked?
- Bas KuijpersIt was about how many open complaints there were for Flanders. I think I did not say open. I only said complaints.
- Laura PenhaligonThen I'd bet that's it. Try it again with open in the question, and tell me if it's still off.
- Bas KuijpersI will do it now, while you talk. Sorry, go on.
- Laura PenhaligonNo worries. Let's move to search, which is different from chat. Chat answers a question. Search finds things. Joost, use the search bar at the top and type the installer's name only.
- Joost van der LindenOkay. I get many results. Emails, I think, and the tickets, and some accounting lines, and something that looks like a page.
- Laura PenhaligonYes. Look at the filters on the left. You can narrow by type, so only emails, or only tickets. If you want to prepare for a visit, this is the quickest way to see everything in one go, newest first.
- Joost van der LindenThis is good. This is what I do now with five different windows open. Can I save the search? I do this for the same installers every week.
- Laura PenhaligonYou can. There's a star icon next to the bar. And that leads us nicely to pages. A page is a saved view that stays up to date, so you can have one per installer, or one per region if that suits you better.
- Joost van der LindenOne per installer is too many. I have more than I can count. Per region maybe, or for my top accounts.
- Laura PenhaligonThen a page for your top accounts is a good start. Create a new page and call it something you'll recognise. Then add a block for orders, a block for complaints and a block for credit and invoices.
- Joost van der LindenOrders I do not see in the list of blocks.
- Bas KuijpersThat is because I have not connected it yet. It is the old system with the files. I checked, the layout is the same every night, but the colleague who knows it is only back later this month.
- Laura PenhaligonRight, that's what we expected. So for now the page will have complaints and credit, and when orders arrive the block will appear. Nothing to rebuild. I'd start with those two so you're not waiting.
- Joost van der LindenFine. I have the page now. It shows me the complaints and the invoices. It is not beautiful but it is useful.
- Laura PenhaligonUseful first, beautiful later. That brings us to the dashboards builder, which is where you can make it look like something you'd show your manager. Bas, I think this one is more yours than Joost's.
- Bas KuijpersYes. I have played with it a little. I made one chart but I did not know if I did it correctly.
- Laura PenhaligonLet's do one together. Pick the thing you'd want your account managers to see first thing in the morning. Joost, what would that be?
- Joost van der LindenOpen complaints, by installer, oldest at the top. And which of them have a credit query as well. Because those are the ones that get angry.
- Laura PenhaligonPerfect, that's a real use. Bas, new dashboard, pick complaints as the source, filter on open, group by installer, and sort by age. Then add credit queries as a second measure.
- Bas KuijpersOkay. I am doing it. Group by installer. And sort. Yes. And now the second measure, here? Yes. It works. There is a table.
- Joost van der LindenThat is it. That is the list I want. Can everybody on my team see it?
- Laura PenhaligonOnce Bas shares it, yes. You have forty licensed users, so there's room for the whole team and some from finance or support if you want them to look. I'd suggest you start with the account managers and see who actually uses it, rather than switching everyone on at once.
- Bas KuijpersI agree. Otherwise people get an invitation, they look once, and they never come back.
- Laura PenhaligonExactly. A small group who find it useful will tell the others better than any email from me. Now let me say what I'll send after this call, so you don't have to write anything down. A short guide with the three things we did today, chat, search and a page, and a note on how to phrase questions. And I'll put the dashboard steps in it as well.
- Joost van der LindenGood. Short, please. I will not read a long one.
- Laura PenhaligonShort, one page, I promise. Bas, from your side, what's outstanding?
- Bas KuijpersThe orders connector, when my colleague is back. And I will share the dashboard with the account managers. I will begin with five or six people, as you said, and look at who uses it.
- Laura PenhaligonLovely. And Elena, who's your customer success contact, will check in with you after a few weeks to see how it's going. If something looks stale before that, raise a ticket and don't wait for her.
- Joost van der LindenOkay. And what do I do tomorrow? Practically.
- Laura PenhaligonTomorrow morning, before your first call with an installer, ask the chat what's happened with them in the last month. Just that, every time. If it saves you ten minutes you'll keep doing it.
- Joost van der LindenThat I can do. Thank you, Laura. This was better than I thought.
- Bas KuijpersThank you. I will tell you if the Flanders number is still strange.
- Laura PenhaligonPlease do. Thanks both, speak soon. Bye.
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