Brinkerhof Distributie / BG-Demo – Training
Callcompleted
Brinkerhof Distributie · 19 Jan 2026 12:45
Joost van der Linden, a key account manager, said the 19 Jan 2026 training was useful and he will use the brain more. Only about three account managers use it daily against forty licensed users.
What was said
What this says
As at Fri 9 Oct 2026Joost van der Linden, a key account manager, said the 19 Jan 2026 training was useful and he will use the brain more. Only about three account managers use it daily against forty licensed users.
What happened: Laura Penhaligon trained Joost van der Linden on pages, chat, search, saved questions and dashboards. He prepared a call using only the brain and did not open the CRM.
Customer view: Joost called himself a key account manager, not a data person, and said he had used it only a little. By the end he said he would use it more now.
Commercial: the customer is on Growth with forty licensed users, but only about three use it every day. Laura offered a shorter session for the rest of the team, which needs Femke van Gestel's agreement.
Watch: the credit limit question is open until Laura checks. Joost also found a departed contact still listed in the CRM, and he will raise it with Femke.
Themes
As at Fri 9 Oct 2026Theme
Adoption training, Growth tier
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 Penhaligon to send a written recap and confirm whether the credit limit is available.
- Joost van der Linden to ask Femke van Gestel about the shorter session for the account managers.
- Joost van der Linden to tell Femke van Gestel about the departed contact in the CRM.
Risks
As at Fri 9 Oct 2026- Low regular use across account managers, about three of forty licensed users, weakens the value case at renewal.
- A credit limit answer is still open and the brain refreshes overnight, so same-day data will not appear.
- A stale contact in the customer's CRM flows through to the brain.
Opportunities
As at Fri 9 Oct 2026- A shorter session for the other account managers on their own installers could lift usage.
- Ruud, the financial director, may value the complaint and credit query view, which Joost and Femke could arrange.
Transcript
Laura PenhaligonHello Joost, good afternoon. Can you hear me all right?
Joost van der LindenYes, I hear you. Good afternoon. Can you hear me? I have a new headset today, so I am not sure.- Laura PenhaligonLoud and clear. Lovely. How has your Monday been so far?
- Joost van der LindenBusy. Many installers call on Monday with their orders for the week, and two of them have a delivery problem from Friday. So I am happy to sit down for an hour and learn something.
- Laura PenhaligonThat's actually a good place to start, then. Today is training, so I want to make it as practical as I can. I'll show you how to find things, you try it on your own installers, and we stop whenever something isn't clear. Is that all right?
- Joost van der LindenYes, fine. I should say, I am a key account manager, not a data person. I have used it only a little since we started. Femke told me to come to this session and ask everything.
- Laura PenhaligonPerfect, that's exactly who this is for. Can you share your screen so I can see where you are logged in?
- Joost van der LindenOne moment. Yes, it is sharing now. You see the home page?
- Laura PenhaligonI do. Right, so on the left you've got pages, chat and search. Most people only ever live in chat, which is fine, but I'd like you to understand how the three connect. Pages are the structured view of an organisation. Chat is where you ask in normal words. Search is for when you know roughly what you want to find.
- Joost van der LindenOkay. Which one is best for me? When an installer phones me, I want to see orders, complaints and credit in one look.
- Laura PenhaligonThen start with the page for that installer. Search for one of your accounts now. Pick one you know well.
- Joost van der LindenMm. I take a big one in Brabant. I type the name... it comes up. Yes, I see it.
- Laura PenhaligonGreat. Now scroll down slowly. What are the sections?
- Joost van der LindenThere is a summary, then orders, then something about service and complaints, and then finance. Credit is there at the bottom.
- Laura PenhaligonExactly. Those come from your CRM, your helpdesk and the accounting system, pulled together overnight. So if the order is in the CRM and the complaint is in the helpdesk, you don't need to open two systems any more.
- Joost van der LindenThis is what Femke explained to us, yes. But is it up to date? If I enter an order this morning, do I see it now?
- Laura PenhaligonGood question, and one worth being precise about. It refreshes overnight on business days, so you'd see this morning's order tomorrow morning, not straight away. For anything that happened today, your CRM is still the place to look.
- Joost van der LindenOkay. That is fine. I just must know, so I do not tell an installer something wrong.
- Laura PenhaligonTotally fair. Right, let's try chat. Open it and ask something about that same installer. Don't think about how to phrase it, just type what you'd say to a colleague.
- Joost van der LindenOkay. I write: which deliveries were late for this installer. Hm, it is thinking.
- Laura PenhaligonTake your time. What came back?
- Joost van der LindenIt gives me a list of complaints and says which orders they belong to. And there are links. I click on one... yes, it opens the ticket. This is good. Much faster than what I do now.
- Laura PenhaligonLovely. Notice the links underneath the answer. Always glance at those, because that's how you check where the answer came from. The brain tells you its sources, and if something looks odd, you can go and look at the original.
- Joost van der LindenYes. Femke said the same. She says: do not accept an answer without the source.
- Laura PenhaligonShe's right. Now, a trickier one. Ask it which of your installers have had a credit query and a delivery complaint in the same period.
- Joost van der LindenOkay, typing. Hm. Now it asks me what period. Should I say the last quarter?
- Laura PenhaligonYes, say that. It does ask when it isn't sure, which is useful. Better a question than a guess.
- Joost van der LindenIt gives me a short list. Three installers. One I know already, the others I did not think about. Interesting.
- Laura PenhaligonThat's the kind of thing this is really for. A complaint and a credit query together is often a signal that an installer is unhappy and also slow to pay, so you might want a conversation before it becomes a bigger problem.
- Joost van der LindenYes. Ruud, our financial director, he will like this. He watches the credit risk all day.
- Laura PenhaligonThen it's worth showing him, though that's one for you and Femke to arrange. Let's move on to search for a few minutes, and then I'll show you how to save a question you ask often.
- Joost van der LindenSearch I think I understand. It is like normal search but across everything?
- Laura PenhaligonPretty much. Try a product family or an installer's name, and filter by type on the right. Calls, emails, tickets, documents.
- Joost van der LindenSorry, I was trying a few things. I search for a name and filter on tickets. It works. But there are many results. How do I find the newest?
- Laura PenhaligonThere's a sort option at the top right of the results. Switch it to most recent.
- Joost van der LindenYes. Got it. Good.
- Laura PenhaligonNow, saving things. When you've got a question you'll ask every Monday, there's a save option under the answer. Try it with your late deliveries question.
- Joost van der LindenI saved it. Where does it go?
- Laura PenhaligonLeft menu, under saved questions. You can name it, so call it something you'll recognise on a Monday morning.
- Joost van der LindenDone. I call it Monday deliveries. Simple.
- Laura PenhaligonPerfect. Let me tell you about dashboards, because you're on Growth and that's included. Femke's team may want to build views for the whole account manager group, and I'd like you to at least see how it works.
- Joost van der LindenYes. I am not sure I can build, but I look.
- Laura PenhaligonYou won't need to be technical. It's a case of picking a question you've already saved, choosing a chart type and placing it. I'll do the first one and then you repeat it.
- Laura PenhaligonSo that's the late deliveries by installer as a bar chart. Your turn. Take the credit query question and make it a table instead.
- Joost van der LindenI have it, I think. But the columns are in a strange order. Can I move them?
- Laura PenhaligonDrag the headers. Yes, just like that. And there's a small cog for formatting if you want the amounts to look tidy.
- Joost van der LindenGood. Now I have a dashboard with two things. Can Femke see it?
- Laura PenhaligonOnly if you share it. Use the share button top right and choose people or a group. It's private by default, so nobody sees half-finished work.
- Joost van der LindenThat is good to know. Sometimes my work is not ready.
- Laura PenhaligonHa, aren't we all. Right. A word on how many of you can log in. You've got forty licensed users on the contract, so there's plenty of room for the other account managers. Right now it's only a handful of you using it regularly, as far as I can see.
- Joost van der LindenYes. About three of us use it every day. The others, they say they are too busy. Maybe after this I tell them it is quick.
- Laura PenhaligonI think that would help a lot. If it's useful, I can run a shorter session for the rest of the team, with a couple of real examples from their own installers. They tend to get it faster when it's their own accounts.
- Joost van der LindenYes please. But I must ask Femke first. She plans the team calendar.
- Laura PenhaligonOf course. Pass it on to her and she can come back to me. Let's use the time we have left for the questions you really want answered. What would help you most this week?
- Joost van der LindenTwo things. One, I want to find all my installers that have not ordered for a long time. Two, I want to know how I see a credit limit, because installers ask me and I must call finance.
- Laura PenhaligonGood, both are things we can try now. Start with the first. Ask it which installers on your list haven't ordered recently, and be explicit about what recently means to you.
- Joost van der LindenI say: no orders in the last three months. It gives me a list. Some I know are seasonal, so that is normal. But two are new for me.
- Laura PenhaligonExactly the sort of list you can call through on a quiet afternoon. Now the credit limit. Open the finance section on an installer page.
- Joost van der LindenI see the invoices and the open balance. But I do not see a limit. Is it not there?
- Laura PenhaligonHonestly, I'm not certain. It depends on whether the limit lives in a field the accounting system shares with us. I don't want to guess. I'll check and write to you afterwards.
- Joost van der LindenOkay, thank you. That is honest. Better than a guess.
- Laura PenhaligonLet's do a bit of practice on your own. I'll go quiet. Pick any installer you're due to call this week and prepare for the call using only the brain. Tell me what you find, and where it doesn't help.
- Joost van der LindenI am done. For this installer I found the last orders, one open complaint about a late delivery and an invoice that is almost due. It is all there. I did not open the CRM at all.
- Laura PenhaligonThat's brilliant, and quicker than the last time we looked at this together, I think. Anything it got wrong or left out?
- Joost van der LindenOne thing. The contact person is old. He left the company, but he is still listed. That is maybe a problem in our CRM, not in your system.
- Laura PenhaligonMost likely, yes. The brain shows what your CRM holds, so it's worth correcting there and it'll flow through overnight. Worth telling the person who looks after that data.
- Joost van der LindenI will tell Femke. She is the one.
- Laura PenhaligonGood. Let's use the last bit to go over what you'd do differently on Monday morning. Can you say it back to me in your own words?
- Joost van der LindenYes. Monday, I open my saved question for late deliveries. I check the installer page before every call. When I see something strange, I look at the source link. And I do not trust the amounts for today, because it is updated overnight.
- Laura PenhaligonThat's a perfect summary. Let me add one thing: if an answer feels wrong, tell us. It helps us as much as it helps you.
- Joost van der LindenOkay. And how do I contact you? By email?
- Laura PenhaligonEmail is fine, and your customer success manager Elena in Amsterdam is also there for anything on how the account is going. I'll send you a short written recap of today, including the credit limit answer, so you've got it in one place.
- Joost van der LindenYes, that is good. I forget things quickly.
- Laura PenhaligonNot at all, that's what the recap is for. So to close: I'll send the recap and check about the credit limit, you'll talk to Femke about the shorter session for the account managers and about the contact who has left. Does that sound right?
- Joost van der LindenYes. That is right. Thank you, Laura. This was useful. I think I will use it more now.
- Laura PenhaligonGlad to hear it. Have a good rest of the afternoon, Joost, and good luck with those installers.
- Joost van der LindenThank you. Goodbye.
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