Brinkerhof Distributie / BB-Demo – Check In
Callcompleted
Brinkerhof Distributie · 2026-09-18 15:00
Femke van Gestel wants to continue but not to renew fifty users if about ten use the brain. Elena Novak will send both renewal options in writing. Femke cannot speak for the budget holder.
What was said
What this says
Current to 13 Oct 26Femke van Gestel wants to continue but not to renew fifty users if about ten use the brain. Elena Novak will send both renewal options in writing. Femke cannot speak for the budget holder.
What happened: Elena Novak held a check-in with Femke van Gestel, Head of Commercial Operations, covering usage, support and the renewal. Support is quiet and nothing is open on invoices.
Customer view: Femke said the account managers who use it love it, while others went back to old habits. She agreed to a working session and a question list, and chose a team view rather than names.
Commercial: She wants to continue on Growth but questioned fifty users, and asked whether the price stays the same. Elena gave no number and promised a written proposal with both options.
Watch: Femke cannot speak for budget without the budget holder, who is not yet named. The Flanders installer question needs a written answer.
Themes
Current to 9 Oct 26Theme
Usage habit, renewal sizing
Importance
renewal
Sentiment
mixed
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Elena Novak sends today a written answer on the Flanders installers, a question list built on Brinkerhof's data and a monthly view by team.
- Elena sends a written renewal proposal with both options and confirms the renewal invoice timing with the BB-Demo finance team.
- Femke van Gestel picks a date for the account manager session and names who should join the renewal conversation.
Risks
Current to 9 Oct 26- Only about ten of fifty licensed users are active and the trend is down, so the customer may seek fewer users at renewal.
- Femke does not control budget and the budget holder has not been identified or spoken to.
- Femke asked whether the price is unchanged and wants no surprises, so the price list change must be explained clearly.
Opportunities
Current to 9 Oct 26- Femke wants to continue and sees real value for heavy users on the larger installer accounts.
- A working session and a practical question list could turn the quiet accounts into regular users and support the current size.
Transcript
Elena Novak NoneHello Femke, good afternoon. Can you hear me all right?
Femke van Gestel NoneHi Elena, yes, loud and clear. Hello.- Elena Novak NoneGood. Thank you for making the time. It is rather grey in Amsterdam today. How is Eindhoven?
- Femke van Gestel NoneThe same. Rain since lunch. Okay, before we start, last time's actions. You were going to send the usage overview for my account managers. Did it come? I think it did, but I want to hear it from you.
- Elena Novak NoneYes, to confirm, I sent it the day after our last call, and I have put it in the shared agenda document so we both have it in front of us. As I wrote in the agenda email earlier this week, we have three points. First, usage and adoption. Second, support and anything open. Third, the renewal, because the contract ends on 23 Nov 2026 and we should be ready well before that.
- Femke van Gestel NoneGood. Three points, that is practical. Start with usage. What is the picture?
- Elena Novak NoneI will be direct, because I think you prefer that. You have fifty licensed users on Growth. In a typical month about ten of them are active, and that is lower than the previous quarter, by roughly a sixth.
- Femke van Gestel NoneMm. Ten out of fifty. That is not what I would like to show the budget holder.
- Elena Novak NoneI understand. Fifty is the licence, not a promise that every person logs in every week. But I would not hide the trend. A fall is a fall, and it is better that we look at it now than in November.
- Femke van Gestel NoneAgreed. So why? Is it summer? Holidays?
- Elena Novak NonePartly, I think. The usage list shows the quieter weeks clearly. But I do not want to blame the calendar only. What are you hearing from the account managers themselves?
- Femke van Gestel NoneHonestly? Some of them went back to their old habits. A few use it every day, and they love it. The delivery complaints view, the credit queries, they say it saves them a phone call to the warehouse. The others, they ask a colleague, or they open their own spreadsheet. Old routine.
- Elena Novak NoneThat is useful. So the value is real for the ones who use it, and the issue is habit, not the tool.
- Femke van Gestel NoneThat is my reading, yes. But I need it practical. What is the plan? I do not want another overview. I want the account managers to use it.
- Elena Novak NoneOf course. Let me propose three things, and you tell me what is realistic. One, a short working session from Amsterdam for the account managers, built around their own installer accounts, not a general demonstration. Two, a written list of five or six questions they can ask about delivery complaints and credit queries, so the first step is easy. Three, I send you a simple monthly view of who is active, so you can speak to the quiet ones yourself.
- Femke van Gestel NoneNumber one yes. Number two yes, but make them questions my people really ask. Not marketing questions. Number three, hmm. A list of names. It is a bit like checking on people.
- Elena Novak NoneI see the concern. We can show it by team instead of by name, and you decide whether you want names. That is your call.
- Femke van Gestel NoneBy team is fine. I know my people. If one team is quiet I will find out why.
- Elena Novak NoneAs agreed, then. I will make sure the session is organised with you, and I will check which questions work on your own data before we meet, so nobody sits waiting for an answer.
- Femke van Gestel NoneGood. Do the account managers who use it most have anything in common? Which accounts?
- Elena Novak NoneFrom the activity I can see, the heavier users work the larger installer accounts, where there are many orders and complaints at once. I would not like to claim more than that without checking with you. It is what the numbers suggest, not something I have verified.
- Femke van Gestel NoneThat fits. Big installers, lots of noise, so the tool helps. Smaller ones, they do not bother. Okay. I can work with that, we can push the smaller accounts to the end of the list.
- Elena Novak NoneGood. Shall we move to the second point? Support.
- Femke van Gestel NoneYes. Quick one, I think. I do not remember any problems.
- Elena Novak NoneCorrect. There was one ticket in the last month, nothing high priority, and nothing is waiting on us. Also the nightly refresh has been arriving on time as far as I can see. So on support I have no open items for you. Is there anything on your side I should know about?
- Femke van Gestel NoneNo. Wait, one thing. Somebody asked me whether the brain can see the installers in Flanders the same way as the Dutch ones. I said yes. Is that right?
- Elena Novak NoneI would like to confirm that properly before I say yes, because it depends on how the installers are recorded in your sources. I will make sure I come back to you in writing, with an example from your data.
- Femke van Gestel NoneFine. Write it down, please. I do not like it when my answers change.
- Elena Novak NoneIt is written already. Item one for the actions. Now, finance. Do you have anything open on invoices?
- Femke van Gestel NoneNo, we pay on time. Our finance team is strict about it. Nothing open.
- Elena Novak NoneThat matches what I see. Nothing overdue. So to the third point, the renewal. The contract is at forty-eight thousand a year, £48,000, and it ends on 23 Nov 2026, with the renewal falling on 24 Nov 2026.
- Femke van Gestel NoneSo that is about two months. Less. What do you need from me?
- Elena Novak NoneThree things, to confirm. A view on whether you want to continue on Growth as it is. A view on whether the number of users is right, given what we just discussed. And who needs to be involved in the decision on your side. I will then send you a written renewal proposal so you have something to take to the budget holder.
- Femke van Gestel NoneI cannot say anything about budget without the budget holder. You know that. But my view: I want to continue. The tool is good for the ones who use it. I do not want to renew fifty users if ten work with it, though. Should it be fewer?
- Elena Novak NoneThat is a fair question, and I would rather we answer it with the autumn numbers than guess today. If the session goes well and the account managers pick it up, fifty may turn out to be right. If not, we should talk honestly about the shape of the contract. Either way, I will put both options in writing.
- Femke van Gestel NoneGood. Do that. And the price? It is the same as this year?
- Elena Novak NoneI do not want to give you a number from memory, and I would prefer not to be imprecise. The written proposal will state the renewal terms exactly, and you were told earlier this year how the price list changes at renewal. I will make sure the proposal explains it clearly.
- Femke van Gestel NoneOkay. No surprises, please. I do not like surprises in front of the budget holder.
- Elena Novak NoneAs agreed, no surprises. And one more practical point. Your finance team will want to know when the renewal invoice arrives. I will ask our finance team and come back to you, rather than name a date that I cannot stand behind.
- Femke van Gestel NoneGood. That is honest. So, summary. What do I do, what do you do?
- Elena Novak NoneTo confirm, for you: first, choose a date for the working session with the account managers, ideally with the larger installer accounts in mind. Second, tell me which questions they really ask. Third, think about who needs to join the renewal conversation. For me: first, the written answer on Flanders. Second, the question list built on your data. Third, the monthly view by team. Fourth, the renewal proposal with the options, and the invoice timing from our finance team.
- Femke van Gestel NoneYes. That is clear. Send it today, please, in writing.
- Elena Novak NoneToday, yes. I never leave a call without written actions. Is there anything else you would like to cover?
- Femke van Gestel NoneNo, I think that is all. Thank you, Elena. It was useful, more than I expected for a check-in.
- Elena Novak NoneThank you, Femke. Have a good weekend, and I hope the rain stops. Goodbye.
- Femke van Gestel NoneYou too. Groetjes. Bye.
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