Kralingse Expeditie / BG-Demo – Onboarding
Callcompleted
Kralingse Expeditie · 5 Mar 2026 14:00
Onboarding call with Kralingse Expeditie on 5 Mar 2026. Shipment system first, then accounting and CRM. Sanne wants a clean view of importer delays and duty invoices. Thijs is sole admin and will add a second.
What was said
What this says
As at Fri 9 Oct 2026Onboarding call with Kralingse Expeditie on 5 Mar 2026. Shipment system first, then accounting and CRM. Sanne wants a clean view of importer delays and duty invoices. Thijs is sole admin and will add a second.
What happened: Laura agreed the connector order with Thijs and Sanne: shipment system first, accounting moved up to second, then the CRM, with calls and email after. Thijs will create the Snowflake role that week and ask finance for the accounting login.
Customer view: Sanne opened with a delayed container and said her account manager had to ask three people where it was. She added: that is exactly why we bought this. She also does not want the tool to be read as deciding customs clearance.
Commercial: The customer is on Growth with forty licensed users, so there is room for all sources. The first group is the retail and food teams, led by Lotte van Dam, then the customs desk.
Watch: Thijs is the only admin, and the accounting login depends on a finance team that has not yet agreed. Laura gave only a rough timeline of a couple of weeks and promised to confirm it in writing.
Themes
As at Fri 9 Oct 2026Theme
Onboarding and connector order
Importance
praise
Sentiment
positive
Voice
decision-maker
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Laura sends the access checklist and a draft timeline today or tomorrow.
- Thijs creates the Snowflake role this week, asks finance about the accounting login and picks a second admin.
- Sanne confirms Lotte and the first group, and Laura sets up the training.
Risks
As at Fri 9 Oct 2026- The accounting login depends on the customer's finance team, who may be slow to approve it.
- Thijs is the only admin until a second one is named.
- The connector timeline was only rough, so a live-within commitment may slip if access is late.
Opportunities
As at Fri 9 Oct 2026- A clean view of duty invoices and delays gives Sanne's account managers a clear daily use case.
- Forty licensed users leave room to widen rollout beyond retail, food and customs.
Transcript
Laura PenhaligonHello, can you hear me all right? I think my headset was on the wrong input a second ago.
Thijs BrouwerYes, loud and clear. Good afternoon, Laura.- Laura PenhaligonGood afternoon. Is Sanne joining? I can see her in the invite but not in the room.
- Thijs BrouwerShe is finishing a call with an importer. Typical Thursday. She said start without her, but I think, ah, there she is.
Sanne VerhoevenSorry, sorry, I am here. Hello both. Okay, first the worst delay of the week, because it explains my mood. A retail importer, one container, three days on the quay waiting for an inspection slot.- Laura PenhaligonOh no. Is the customer aware?
- Sanne VerhoevenYes. Where is the container now? On the quay. What has the customer been told? Everything, since Tuesday. I never hide a delay. But my account manager had to ask three people to find out where it was, and that is exactly why we bought this.
- Laura PenhaligonRight, and that is a good way into today. This is the onboarding call, so what I would like is to agree which sources we connect first, who owns what on your side, and how we roll out to people. Does that sound sensible?
- Sanne VerhoevenYes. Let's be concrete. Thijs has the systems, I have the account managers. Thijs, go.
- Thijs BrouwerOkay. So from my side there are really four places where the story of an importer lives. The shipment system, where the exceptions are. The CRM, where the account managers keep their notes. The call recorder. And the accounting system for invoices. Email is the fifth, but that is messier.
- Laura PenhaligonThat matches what we talked about in the sales process. Mm. Which of those is the most painful today?
- Thijs BrouwerThe shipment system, honestly. Nothing in it is hard to read, but the export is not pretty. Container events, customs status, holds. My customs desk knows it by heart, the account managers do not.
- Sanne VerhoevenThat is the whole problem in one sentence.
- Laura PenhaligonThen I would start there. Shipment system first, then the CRM, then the accounting system. Calls and email after that, once we know the first three are loading cleanly. You are on Growth, so you have room for all of them, we are not fighting for slots.
- Thijs BrouwerGood. And all of it lands in our Snowflake account, yes? Not somewhere on your side?
- Laura PenhaligonYes, inside your own Snowflake account. We run there, we do not copy your data out. So what I need from you is a role in Snowflake with the right access, and a service login for each source.
- Thijs BrouwerI can make the role this week. The service logins, that depends. The shipment system is ours, no problem. The accounting system is controlled by our finance team, so I need to ask them.
- Laura PenhaligonThat is normal. I will send you a short checklist after the call so you can forward the finance part as it is. It says exactly what we read and that it is read only.
- Sanne VerhoevenRead only is good. My finance people will ask. Also, invoices matter to me. Importers call me about duty invoices all the time and I want a clean view.
- Laura PenhaligonUnderstood. Then the accounting system moves up, maybe second. Thijs, is that all right?
- Thijs BrouwerFine. As long as finance agrees. If they are slow I will tell you early rather than let it sit.
- Laura PenhaligonPlease do. Now, the refresh. The brain refreshes overnight, and the data should be complete by seven in the morning your time on business days. For you that means the account managers see yesterday's exceptions when they sit down.
- Sanne VerhoevenSeven is fine for account management. But customs starts earlier. Thijs?
- Thijs BrouwerYes, my desk is working before that. They will still use the shipment system directly for the early part of the day. I think that is okay, we are not replacing it. We want one view, not one tool.
- Laura PenhaligonExactly, nobody is switching off anything. Right. People. You have forty licensed users, which is more than you will use at the start. Who goes first?
- Sanne VerhoevenMy retail and food teams first. Lotte van Dam is the best person, she is senior, she calls importers all day, and she will tell me honestly if it is useless. Then the customs desk.
- Laura PenhaligonLovely. I would like Lotte on the training session. Then she can be the person colleagues ask.
- Sanne VerhoevenYes. Short sentences for her, she hates slides.
- Laura PenhaligonNo slides, I promise. We will use your own shipments. And Thijs, you are the admin, so you also get a session on managing users and checking that connectors are loading.
- Thijs BrouwerGood. Is there one admin or can there be a second? I do not want everything to depend on me when I am on holiday.
- Laura PenhaligonYou can add a second. I would. Someone from your side who knows the shipment system as well as you do.
- Thijs BrouwerI will think about who. Maybe someone from the customs desk.
- Sanne VerhoevenOne more thing, to be careful. The brain will not tell us a container is cleared, right? Customs clearance is customs' decision. I do not want an account manager telling an importer it is cleared because a screen said so.
- Laura PenhaligonFair point. It shows what is in your systems and where it came from, so people can see the status and the source. It does not decide anything. We can make that clear in the training too.
- Sanne VerhoevenGood. Then I am happy.
- Thijs BrouwerCan I ask about the timeline? Roughly. I need to plan around the quarter end, it is busy for us.
- Laura PenhaligonRoughly, the first connectors should be live within the next couple of weeks if the access comes quickly, then the rest follow. Training once the data is in, so Lotte sees her own importers rather than test data. I will confirm it in writing.
- Sanne VerhoevenPerfect. Who is checking in with us afterwards?
- Laura PenhaligonElena Novak, she is your customer success manager. She will pick up once I have handed over. Matteo Ricci stays your contact for anything commercial.
- Thijs BrouwerOkay. So, to repeat. I make the Snowflake role this week, ask finance about the accounting login, and think about a second admin.
- Laura PenhaligonYes. And I send the checklist and a draft timeline today or tomorrow, and set up the training with Lotte. Sanne, you confirm Lotte and the first group.
- Sanne VerhoevenDone. I will tell my team on Monday. Thank you, Laura. This was efficient, I like that.
- Laura PenhaligonThank you both. Speak soon, bye.
- Thijs BrouwerBye, thanks.
- Sanne VerhoevenGroet, Sanne. Bye.
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