Kralingse Expeditie / BG-Demo – Onboarding
Callcompleted
Kralingse Expeditie · 2 Feb 2026 12:00
Onboarding call with Sanne and Thijs. The CRM connector is loaded, shipments have only a sample file and customs is waiting. The first account manager session is held back until shipment data is complete, with no date set.
What was said
What this says
As at Fri 9 Oct 2026Onboarding call with Sanne and Thijs. The CRM connector is loaded, shipments have only a sample file and customs is waiting. The first account manager session is held back until shipment data is complete, with no date set.
What happened: Laura reviewed connector status with Sanne and Thijs. The CRM is green, shipment tracking has a low-count sample file, customs is waiting, and the mailbox and calls are not started.
Customer view: Sanne does not want a bad first impression and asked for the refresh date to be shown on screen. She liked the page layout built on sample data.
Watch: The customs batch sometimes runs late, with early morning arrivals missing that day's refresh. Thijs is the only admin, and Laura suggested a second person. Thijs said he has someone in mind.
Next: No date is set for the first session. It depends on the full shipment file from the supplier, which Thijs expects this week.
Themes
As at Fri 9 Oct 2026Theme
Onboarding connector progress
Importance
neutral
Sentiment
mixed
Voice
decision-maker
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Thijs to ask the supplier for the full shipment file and a consistent, earlier time for the customs batch.
- Sanne to send the shared mailbox list and the names for the first session.
- Laura to load the full files, check counts with Thijs, then book the session.
Risks
As at Fri 9 Oct 2026- The customs batch sometimes arrives in the early morning and may miss that day's refresh, leaving data stale.
- Thijs is the only admin and the only person who understands the older systems.
- The first account manager session has no date while the full shipment file is outstanding, so adoption could slip.
Opportunities
As at Fri 9 Oct 2026- Sanne reacted well to the importer page layout, which supports adoption once the full data is in.
- A second admin from Thijs's team would deepen the customer's ownership of the setup.
Transcript
Laura PenhaligonHello, can you hear me? Good afternoon.
Sanne VerhoevenGood afternoon, Laura. Yes, clear. Thijs is coming, he is finishing a customs call.- Laura PenhaligonNo rush. How was the weekend? Did the stuck container ever move?
- Sanne VerhoevenFinally, yes. Released on Friday afternoon. But the importer had already been told on Wednesday that it would be late. What has the customer been told, that is the question I always ask. Honest and early.
- Laura PenhaligonThat's exactly the situation we want to make easier. Ah, Thijs, there you are.
Thijs BrouwerSorry, sorry. Customs never ends. Hello both.- Laura PenhaligonNo problem. So today is about where we are with the connectors, what is blocking, and what we do before the first session with your account managers. I'll share my screen in a minute. First, Thijs, how did it go with the supplier about the export?
- Thijs BrouwerBetter than expected. They can produce a nightly file for shipments and exceptions. The customs system is harder. Their export is a batch that runs in the evening and sometimes it is late.
- Laura PenhaligonHow late, roughly?
- Thijs BrouwerUsually before midnight. Once or twice, early morning. I don't know why.
- Laura PenhaligonOkay. If it's before midnight, we're fine. If it's early morning, the refresh may not include it that day. Can you ask the supplier whether it can be moved earlier, or at least give a consistent time?
- Thijs BrouwerI can ask. I'll write it down.
- Sanne VerhoevenWait. If the data is old, what do my people see? Let's be concrete.
- Laura PenhaligonFair. They see yesterday's picture of that source, and the page shows when each source was last refreshed. So nobody is misled, but it is of course less useful. That's why I want the export to be reliable from the start.
- Sanne VerhoevenGood. Show the date on screen. My people must know if a shipment status is old.
- Laura PenhaligonWill do. Right, sharing now. Can you see it?
- Thijs BrouwerYes.
- Laura PenhaligonSo here are the connectors. The CRM is green, loaded and checked. The shipment tracking one has taken its first file, but I see the record count is low. Thijs, is that a test file?
- Thijs BrouwerYes, the supplier sent a small sample, only some importers. The full file is next.
- Laura PenhaligonPerfect, that explains it. And customs is still waiting. The mailbox and calls are not started.
- Sanne VerhoevenMailbox, I have the answer. My team agreed. The shared account managers' mailboxes yes, but not personal ones. Is that okay?
- Laura PenhaligonThat's absolutely okay, and sensible. We can limit it to the shared ones. Do you know which they are?
- Sanne VerhoevenI will send you the list today. It is only a few.
- Laura PenhaligonLovely. Now let me show you what a page looks like for one importer, using the sample data.
- Sanne VerhoevenMm. That is a nice layout. So here I see shipments, and the open exceptions, and later calls and invoices in the same place.
- Laura PenhaligonExactly. And you can ask a question in the chat, for example which importers have an exception open right now. It answers from your data.
- Thijs BrouwerCan I ask it which declarations are waiting for documents?
- Laura PenhaligonOnce the customs data is in, yes. Today you'd only get what is in the sample, so it would look thin.
- Thijs BrouwerUnderstood. I'd rather wait then.
- Laura PenhaligonNow, admins. Thijs, you are our admin. Is anyone else going to help you?
- Thijs BrouwerNot yet. Only me. Wouter helps with security, but he is not going to manage the brain.
- Laura PenhaligonThen I'd gently suggest a second person at some point. If you are on holiday and a connector breaks, someone should be able to look. Not urgent, but think about it.
- Sanne VerhoevenA good point. Thijs is the only one who understands those systems. Maybe someone in his team. We will discuss.
- Thijs BrouwerI have someone in mind. I'll ask.
- Laura PenhaligonGreat. Now the first session with the account managers. Sanne, who are you inviting?
- Sanne VerhoevenA small group of the people who talk to importers every day. The ones who complain loudest about the spreadsheets. I will send you the names.
- Laura PenhaligonGood, loud complainers make the best testers. I'd like the shipment data complete before that session, otherwise they'll judge it on a sample.
- Sanne VerhoevenAgreed. I don't want a bad first impression. So we wait for the full file. No date until Thijs knows.
- Thijs BrouwerI'll tell you as soon as I hear from the supplier. Probably this week.
- Laura PenhaligonOkay. Then let me recap what I have. Thijs asks the supplier for the full shipment file and an earlier, consistent time for the customs batch. Sanne sends the shared mailbox list and the names for the first session. Thijs and Wouter send the fields to leave out, if that's not already done.
- Thijs BrouwerThat one is nearly done. Wouter had some comments. I'll send it tomorrow.
- Laura PenhaligonFine. And I will load the full files as soon as they arrive, check the counts with Thijs, and then book the session. Elena will follow up on the accounting side with your finance team.
- Sanne VerhoevenGood. Anything else?
- Laura PenhaligonNo, I think that's it. I'll send notes this afternoon.
- Sanne VerhoevenThank you, Laura. Groet.
- Thijs BrouwerThanks. Bye.
- Laura PenhaligonBye both, speak soon.
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