Kralingse Expeditie / BG-Demo – Training
Callcompleted
Kralingse Expeditie · 23 Mar 2026 15:00
Training call on 23 Mar 2026 with Lotte van Dam and Thijs Brouwer, using live importer data. Lotte found it more useful than expected. Thijs built a holds dashboard and will add the retail team.
What was said
What this says
As at Fri 9 Oct 2026Training call on 23 Mar 2026 with Lotte van Dam and Thijs Brouwer, using live importer data. Lotte found it more useful than expected. Thijs built a holds dashboard and will add the retail team.
What happened: Laura walked Lotte through search, chat, a shared page and the dashboards builder on real shipments. Chat surfaced a documents exception Lotte did not know about, and the holds dashboard showed one importer with many holds.
Customer view: Lotte said it was more useful than she expected and that a page would replace her habit of opening three tabs and her own notes. Thijs said he builds the weekly holds list by hand today.
Commercial: The dashboards builder is part of Growth, and the customer is using it. Thijs said the forty licences are nowhere near used, and two more colleagues are curious, so adoption is starting.
Watch: Everything is loading green, but Thijs will check connectors weekly. Urgent status still goes by phone to customs, which limits the nightly refresh as a live tool.
Themes
As at Fri 9 Oct 2026Theme
Hands-on product training
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- Lotte sends colleague names to Thijs by the end of the day, and Thijs adds them that afternoon.
- Laura sends a note covering search, chat, the holds dashboard and the admin steps.
- Elena checks usage with Thijs at the first review.
Risks
As at Fri 9 Oct 2026- Usage is far below the forty licences, so value depends on Thijs adding users and Elena checking adoption.
- Staff still phone customs for urgent status, so the nightly refresh may be seen as too slow for some uses.
Opportunities
As at Fri 9 Oct 2026- The holds dashboard shared with the customs desk gives a visible, repeatable use that Thijs already wanted.
- Colleagues in the retail team are curious, so adoption could spread by word of mouth.
Transcript
Laura PenhaligonHello, hello. Can everyone hear me? And see my screen?
Lotte van DamHi Laura. Yes, I see a blank page with a search box.
Thijs BrouwerGood afternoon. I am here too, I will mostly listen and then ask annoying admin questions at the end.- Laura PenhaligonGood afternoon, Thijs, annoying questions are welcome. Lotte, thank you for making the time. I know it is a busy day.
- Lotte van DamIt is always a busy day. One of my importers is waiting for a customs status, so if my phone goes I will just step away, sorry.
- Laura PenhaligonNo problem at all. Actually that is a nice example to start with. Give me an importer you are chasing, and we will use the real thing, no demo data.
- Lotte van DamOkay. A home goods importer, they have several containers moving at the moment. I will type the name. Is that how it works, just type?
- Laura PenhaligonYes. Search finds records, chat answers questions. Let us try search first. Type the importer name and look at what comes back.
- Lotte van DamOh. Shipments, an invoice, two calls, some emails. All in one list. Hm. Before I would open four things.
- Laura PenhaligonThat is the idea. Each result tells you where it came from, so you can trust it or go back to the source. Now try the chat. Ask something you would ask a colleague. For example, which of this importer's shipments have an exception right now?
- Lotte van DamTyping. Which shipments for this importer have an exception right now. Okay, it is thinking.
- Lotte van DamIt gives me two. One is a hold at the terminal, the other is a documents issue. And it shows the source underneath. That is correct, the hold I knew, the documents one I did not.
- Thijs BrouwerThat documents one is ours. The customs desk flagged it this morning. So it is the same data as the shipment system, that is good to see.
- Laura PenhaligonRight. And this is the nightly refresh doing its job. Anything flagged yesterday is there by seven this morning. Anything flagged today shows tomorrow. Worth telling your colleagues, so nobody is surprised.
- Lotte van DamUnderstood. So for something urgent today I still phone customs.
- Thijs BrouwerYes, please phone us. Always.
- Laura PenhaligonExactly, and the brain does not decide clearance, it shows you what your own systems hold. Lotte, now ask it a harder one. What has this importer been told recently?
- Lotte van DamWhat has this customer been told about the delay. Sanne's favourite question, by the way. She asks it all the time.
- Laura PenhaligonHa, I have heard her say it.
- Lotte van DamOkay, it brings an email from me, and a note from a call. It summarises, and it links the two. Hm, this is actually useful. I wrote that email myself and I had forgotten the second sentence.
- Laura PenhaligonGood. One tip. The more specific the question, the better the answer. Name the importer, name the period. Say last week, not recently.
- Lotte van DamLast week. Okay. I will remember that.
- Laura PenhaligonNext, pages. A page is a saved view of an importer that you can share. Think of it as a one page file on the customer: shipments, exceptions, calls, invoices, all together. Let me create one with you.
- Lotte van DamCan my colleagues see it?
- Laura PenhaligonIf you share it, yes. And Thijs controls who has access in general.
- Thijs BrouwerRight, that is something I want to set up today after this, so I know who sees what. The customs desk should see everything, the account managers only their own importers, at least to begin with.
- Laura PenhaligonWe can do that. I will show you in the admin part at the end. Lotte, on the page, click add section.
- Lotte van DamClicking. I can pick shipments, invoices, calls. Let me take shipments and invoices. Why invoices? Because I want to see if they pay late before I push on a favour.
- Laura PenhaligonPerfect reason. There, you now have a page you can open before every call with this importer.
- Lotte van DamThat is a good tool for a Monday morning. Honestly. I usually open three tabs and my own notes.
- Laura PenhaligonNow the dashboards builder, which is included in your Growth plan. This is for a view across many importers instead of one. Say, all shipments with a hold across the retail team.
- Thijs BrouwerThat one I like. I get asked for a list of holds almost every week and I build it by hand.
- Laura PenhaligonThen let us build it now. Thijs, you may as well take over my screen share afterwards, but let me do the first one. Start with a new dashboard, and pick the shipments source.
- Lotte van DamCan I do it from here? I have the same button.
- Laura PenhaligonYes, go ahead, and I will talk you through it. Add a filter. Status equals hold. Then group by importer.
- Lotte van DamGroup by importer. Oh, nice, there it is. A bar for each importer. Some have one, one has quite a lot. That is the one I was worried about, I did not know it was so bad.
- Thijs BrouwerThat is a customer we have been talking about internally. Can you save it and share it with the customs desk? I would like it on my screen tomorrow.
- Laura PenhaligonSave it, give it a name you will recognise, then share. Lotte, call it something obvious.
- Lotte van DamHolds by importer. Boring but clear.
- Laura PenhaligonBoring and clear is perfect. Now a quick pause. Any questions so far?
- Lotte van DamOne. If the answer is wrong, how do I know? Sanne would ask me this.
- Laura PenhaligonGood question. Always check the source under the answer. If it does not match the shipment system, tell Thijs, because it may be a connector that has stopped loading, or a field that has changed on your side. It is usually that.
- Thijs BrouwerAnd I check the connectors in the admin view, which I will do every week at first.
- Laura PenhaligonYes. Let me show you that now, Thijs. Admin, then connectors. Each source has a last loaded time and a record count. If the count stays flat for a long time and you know the source has been busy, something is wrong.
- Thijs BrouwerOkay, I see all of them. They are all green, loaded this morning. And users, here I can add people. We have forty licences and we are nowhere near using them.
- Laura PenhaligonThat is fine, you have room. I would add the rest of the retail team this week, then the customs desk, and see how it goes. Elena will check usage with you at the first review.
- Lotte van DamI can already tell my colleagues. They are curious, two of them asked me last week what this is.
- Thijs BrouwerThen I will add them this afternoon. Send me the names, Lotte.
- Lotte van DamWill do. By the end of the day.
- Laura PenhaligonLovely. I will send a short note with the three things we did today: search, chat and the holds dashboard, plus the admin steps. If anything looks wrong, write to Thijs first and then to us. Thank you both, this went well.
- Lotte van DamThank you, Laura. That was more useful than I expected, honestly. Bye.
- Thijs BrouwerBye all, speak soon.
- Laura PenhaligonCheers, bye.
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