Kralingse Expeditie / BG-Demo – Discovery
Callcompleted
Kralingse Expeditie · 10 Nov 2025 11:00
Sanne Verhoeven wants account managers and the customs desk to see the same shipment. Growth fits, at a pencilled-in £60k total. She cannot sign alone, and adoption worries her more than price.
What was said
What this says
As at Fri 9 Oct 2026Sanne Verhoeven wants account managers and the customs desk to see the same shipment. Growth fits, at a pencilled-in £60k total. She cannot sign alone, and adoption worries her more than price.
What happened: First real conversation with Sanne, Head of Account Management. She described customs, CRM, email, call recordings and finance each holding a piece of the importer.
Customer view: Her two questions are where the container is and what the importer has been told. She said "Not price first. Adoption." She also wants a short project and clean invoices.
Commercial: Matteo positioned Growth and gave £60k as the total deal value including the one-off implementation fee, not an annual price. The expected close of 2 Jan 2026 is a planning date only.
Watch: Sanne does not sign alone and someone above her must see the proposal. It is not yet known whether the company has a Snowflake account. Matteo gave no connector dates, and her customs and systems manager is the gatekeeper on access.
Themes
As at Fri 9 Oct 2026Theme
Shipment visibility discovery
Importance
upsell
Sentiment
positive
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Matteo to send a written summary and price breakdown on the day of the call.
- Sanne to ask her systems manager about Snowflake, a data sample and his time.
- Matteo to agree a connector timeline with engineering and plan the demo in about two weeks.
Risks
As at Fri 9 Oct 2026- Sanne cannot sign alone and a more senior approver has not yet been involved.
- It is not known whether Kralingse Expeditie has a Snowflake account, which B-Viz needs.
- Adoption by busy account managers and a wish for a short project could undermine the deal.
Opportunities
As at Fri 9 Oct 2026- Growth tier fits account managers and the customs desk working on one shipment view.
- A demo on the company's own shipments could answer her two questions directly.
Transcript
Matteo RicciGood morning, Sanne. Can you hear me all right?
Sanne VerhoevenYes, I hear you. Good morning, Matteo. One second, I am closing another window. Okay. Let's be concrete today, I have a very busy week.- Matteo RicciOf course. How is the week treating you? It is grey and wet in London, so I am not complaining about anything.
- Sanne VerhoevenRain here too. The worst delay this week is a container of electronics from Asia. It is stuck at the terminal, the importer is already asking, and my account manager does not have the customs status in front of her. So she calls the customs desk, and the customs desk calls back later. That is why I said yes to this call.
- Matteo RicciThank you, that is a very clear picture. May I restate where we are first? This is our first real conversation, so the timeline is simple. Today I want to understand how your teams work. Then we do a demo on your own data, then a proposal. On our side we have pencilled in an expected close of Friday 2 January 2026, but that is a planning date, nothing more. Does that feel realistic from your side?
- Sanne VerhoevenRealistic. But I do not sign anything on my own. Someone above me has to see it. So I need to know what to show them.
- Matteo RicciI would rather you told me that now than in December. That is very helpful. So, let me ask the basic question. Walk me through a shipment, from the booking to the invoice. Who touches it?
- Sanne VerhoevenOkay. The importer books with an account manager. That is my team. The goods come from Asia, they arrive in Rotterdam, and then the customs desk files the declarations. Customs works in its own system. The account managers work in the CRM and in email. Finance raises the invoice in the accounting system. And the calls with importers, they are recorded, but nobody listens to them again. So everybody has a piece. Nobody has the whole importer.
- Matteo RicciMm. And when the importer phones and asks where the goods are?
- Sanne VerhoevenExactly. Where is the container now? What has the customer been told? Those are my two questions. I cannot answer them quickly. Sometimes I cannot answer them at all.
- Matteo RicciLet me play that back, to be sure. Two questions, and the answers sit in the customs system, the CRM, a call recording and somebody's inbox. Is that fair?
- Sanne VerhoevenYes. Fair. And invoices too. If a shipment is late and the invoice goes out as if nothing happened, the importer is angry. I want clean invoices.
- Matteo RicciUnderstood. Then let me explain what we do, briefly, and you stop me if it gets too long. B-Viz is one layer over those systems. Your CRM, your calls, your emails, your helpdesk, your finance data. It is built and run inside your own Snowflake account, so the data stays under your control. Then anybody on your team can ask a question in plain English and get an answer with the source behind it.
- Sanne VerhoevenInside our Snowflake. Do we have that? I think our customs and systems manager knows. I do not.
- Matteo RicciThen I would like him on the next call. He will have the right questions and I would rather he asked them early. And let me ask you something else. What does your regulator need to see, on the customs records? Is there any rule about where the data may sit?
- Sanne VerhoevenCustoms records must be kept, and available when they are asked for. Where they sit, I do not know. Ask him. For me it is simple. I want the account managers and the customs desk looking at the same shipment.
- Matteo RicciThat is exactly the shape of Growth. It is our tier for several teams working together, so account managers and the customs desk in one place. The figure we have pencilled in is £59,500. To be clear, that is the total value of the deal, including the one-off implementation fee. It is not an annual price. Let me confirm that in writing, with the breakdown, so there is no confusion later.
- Sanne VerhoevenOkay. That is a number the people above me will ask about. I will not say anything to them yet.
- Matteo RicciSure. Is price the main worry, or is there something else that could stop this?
- Sanne VerhoevenNot price first. Adoption. My people are busy. If it is one more screen, they will not open it. If it tells them where the container is, they will.
- Matteo RicciYes. Yes, that is why we demo on your own data and not on slides. If it does not answer your two questions on your own shipments, then we have not earned the next step.
- Sanne VerhoevenGood. So how much data do you need from us?
- Matteo RicciA sample is enough to start. Which systems would you connect first, in your mind?
- Sanne VerhoevenCustoms system first. Then the CRM. Then the calls and the accounting system. The helpdesk, maybe later, I am not sure we use it the way you think. Our systems manager would say.
- Matteo RicciThat is fine, we do not need to decide it today. One thing I should say clearly. I will not give you a date for the connectors on this call, because I would first have to agree it with our engineers. In the demo you see what is possible, and the proposal will carry dates that engineering has agreed.
- Sanne VerhoevenFine. Honest is good. I do not like surprises.
- Matteo RicciNeither do I. Can I ask about the importers themselves? You said your team looks after importers moving goods from Asia. Roughly how do they differ? Some are retail, some industrial?
- Sanne VerhoevenBoth. Retail importers are the hardest, because they have seasons. If the goods are late before a season, it is a disaster for them. One of my senior account managers does only retail. She knows every importer by name and by delay.
- Matteo RicciThen she should be on the demo. She will tell us immediately if the answers are useful or not. Who else lives with the problem every day?
- Sanne VerhoevenThe customs desk, but that is through our systems manager. He is the one who knows what is connected to what. He is careful. He will ask you hard questions about access.
- Matteo RicciGood, I would like hard questions. Access, who sees which importer, that is a fair thing to ask. Let me confirm that in writing as well, so he has it before the demo.
- Sanne VerhoevenAnd be careful with the word customs. We never promise clearance. We tell the importer what we know and what we do not know. If your tool shows a status as a promise, my people will not use it.
- Matteo RicciThat is a very useful point, thank you. It shows what is in the records and where it came from. It does not make promises about what a customs authority will do. I would rather say that now than have you find out in the demo.
- Sanne VerhoevenGood. What has the customer been told, that is the part I care about. If the tool can show me the last email and the last call for a delayed shipment, I am interested.
- Matteo RicciMm. That is a good test for the demo. A delayed shipment, the importer, the last thing said to them, and the invoice status, all on one page. We will build it around that.
- Sanne VerhoevenOkay. Wait, sorry, someone is at my door. One minute. Yes, later. Sorry. Go on.
- Matteo RicciNo problem at all. I was going to say, the next piece is who owns this on your side after it is live. Not today's question, but think about it. Someone has to look after the connectors and the people who use it.
- Sanne VerhoevenThat would be our systems manager, I think. He is already the one for everything that is technical. I will ask him, I do not want to decide for him.
- Matteo RicciVery sensible. So, let me summarise what I heard, and tell me where I am wrong. The pain is that account managers and the customs desk do not see the same shipment. The two questions are where the container is and what the customer has been told. Invoices must not go out blind to a delay. Adoption matters more than price. You do not sign alone, and your systems manager and a senior account manager need to be in the demo.
- Sanne VerhoevenThat is right. You forgot one thing. I do not want a long project. My people cannot wait a year.
- Matteo RicciNoted, and fair. I will ask our engineers what a sensible timeline looks like before I write anything down. I will not give you a number I cannot defend.
- Sanne VerhoevenOkay. And the Snowflake question. If we do not have it, what happens?
- Matteo RicciGood question, and I do not want to answer it badly from memory. Let me confirm that in writing after we have spoken to your systems manager. Better to be right than quick.
- Sanne VerhoevenFine. Let's be concrete about next steps, then.
- Matteo RicciYes. I will send you a short written summary today. The two questions, the systems you named, the pencilled-in figure with the explanation of what is included, and the expected close of Friday 2 January 2026 as a planning date. You ask your systems manager for a sample and for his time. A senior account manager joins the demo. And we plan the demo for a couple of weeks from now. What works for you?
- Sanne VerhoevenA couple of weeks is fine. Mornings are best. Not Fridays. Fridays are for delays.
- Matteo RicciMornings, not Fridays. Noted. I will bring a colleague from our solutions side who will build the demo on the sample, so it is your shipments on screen and not ours.
- Sanne VerhoevenGood. That is what I want. Real shipments. Real importers.
- Matteo RicciAnything you would like me to avoid? Any topic that is sensitive on your side at the moment?
- Sanne VerhoevenDo not show importer names from other forwarders, obviously. Only ours. And please do not make my people feel watched. It is a tool for them, not a camera.
- Matteo RicciUnderstood, completely. Only your own data, and we will talk about who sees what, so the tool helps and does not police. I think that is the right way round.
- Sanne VerhoevenYes. Okay. I think we are good. Do you need anything else from me today?
- Matteo RicciOnly the names. When you have spoken to your systems manager, tell me who will join the demo and I will send the invitation. And if the worst delay of the week gets worse, do not worry about this call, we can move things.
- Sanne VerhoevenHa. The container will be fine, or it will not. I tell the importer either way. Thank you, Matteo. This was useful, short and clear.
- Matteo RicciThank you, Sanne, I appreciated how direct you were. I will write to you this afternoon. Have a good rest of the week, and I hope the electronics move.
- Sanne VerhoevenMe too. Groet, Sanne. Speak soon.
- Matteo RicciBest regards, Matteo. Speak soon. Ciao.
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