Kralingse Expeditie / BG-Demo – Check In
Callcompleted
Kralingse Expeditie · 7 May 2026 12:45
Sanne Verhoeven reported a quiet, stable account with daily active use more than tripled on the previous quarter. She asked for small-group training and raised a wish for more customs documents. No blockers were raised.
What was said
What this says
As at Fri 9 Oct 2026Sanne Verhoeven reported a quiet, stable account with daily active use more than tripled on the previous quarter. She asked for small-group training and raised a wish for more customs documents. No blockers were raised.
What happened: Elena Novak ran a check-in on usage, blockers and summer asks. Sanne said the whole team now asks questions before phoning the customs desk.
Customer view: Nothing is blocking the team and connectors have been stable since go-live. Sanne wants more account managers trained, as some still ask a colleague to search for them.
Commercial: Elena restated the Growth order form for forty users at £48k a year, matching the invoices. Sanne expects the finance lead, Bart, to ask about the contract again, and more customs documents may need a new connector.
Watch: Bart is careful and wants a reason, so a value case is needed before renewal. The evidence does not show a price or date for the extra documents.
Themes
As at Fri 9 Oct 2026Theme
Adoption growth and training
Importance
praise
Sentiment
positive
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Elena sends Sanne the draft usage story wording for approval, without the importer name.
- Elena asks Thijs about the extra customs documents and reports back in writing.
- Elena proposes two small-group training slots by email this week.
Risks
As at Fri 9 Oct 2026- Bart, the finance lead, is careful and will want a reason for the spend at the next contract review.
- Some account managers still ask a colleague to search for them, so adoption is uneven.
Opportunities
As at Fri 9 Oct 2026- More customs documents could need a new connector or an add-on, which would deepen use on the Growth tier.
- Finance staff joining a training session would widen use beyond invoices.
Transcript
Sanne VerhoevenHello Elena, can you hear me? I am in the small meeting room, so tell me if there is an echo.
Elena NovakGood afternoon, Sanne. Yes, I hear you clearly, no echo. Thank you for making the time straight after lunch.- Sanne VerhoevenNo problem. Let me start with the week, because it has been a bad one. We have a container that sat at the terminal far longer than anyone planned, and the importer found out from the shipping line before they found out from us. That is the thing I hate most.
- Elena NovakI am sorry to hear that. Was the exception visible to your account manager at the time, or did it only become clear later?
- Sanne VerhoevenLater. But that is not a B-Viz problem, that is the old way. Where is the container now, what has the customer been told. Those two questions. Now we can answer them in one place, which is why I wanted this call to be positive, actually.
- Elena NovakGood, then it fits the agenda I emailed beforehand. To confirm, I would like to cover three things. First, usage since the last quarter. Second, anything that is blocking your team. Third, what you would like from us before the summer. Is that still right for you?
- Sanne VerhoevenYes, that is fine. Start with usage, I like numbers when they are good.
- Elena NovakThey are good. The number of people active in a typical day has more than tripled compared with the previous quarter. You are licensed for forty users, so there is still a lot of room, but the direction is very clear.
- Sanne VerhoevenMore than tripled. Mm. That matches what I see. At the start it was me, Thijs and two account managers who were curious. Now the whole team asks questions before they phone the customs desk.
- Elena NovakThat is exactly the behaviour we hope for. Do you know which questions they ask most? I can see volume, but you know the work.
- Sanne VerhoevenMostly shipment status by importer. Then invoices, because the account managers want to see if an importer is disputing a charge before they call them. And the exceptions list. Let's be concrete: last Tuesday one of my people found a held shipment from a call note and an email together. Before, that would have taken half a morning.
- Elena NovakThat is a good example, thank you. May I use it, without the importer name, in our own notes? I will make sure that it is written as your team's story and that you approve the wording.
- Sanne VerhoevenYes, fine. No importer name, please. And send me the text first.
- Elena NovakAs agreed. Now the second item. Anything blocking your team? I see no open tickets at all this past month, which is unusual, but I would rather ask you than assume.
- Sanne VerhoevenNothing blocking. Honestly, it is quiet. Thijs says the connectors have been stable since the go-live. The only thing is, people ask whether we can add more of the customs documents, but that is a wish, not a problem.
- Elena NovakUnderstood. Let me note that as a wish. Which documents do they mean? Declarations, or the supporting paperwork from the importers?
- Sanne VerhoevenBoth, I think. You would need to ask Thijs. He knows where they live. I do not want to promise anything to my team before I know if it is easy.
- Elena NovakThat is sensible. I will ask Thijs directly, and then I will write to you with what is possible and what would need a new connector. I will not give a date until our engineers have looked at it.
- Sanne VerhoevenGood. Then the third item. What I would like before summer is simple. More of my account managers trained properly. Some use it every day, others still ask a colleague to search for them.
- Elena NovakThat is quite common at this stage. I can run a short session from Amsterdam for the people who are less confident, perhaps with the real exception list as the example. Would a small group work better than the whole team?
- Sanne VerhoevenSmall group. Whole team means half of them are in the port or on the phone. Maybe two sessions, one early and one later in the day.
- Elena NovakTwo sessions, noted. I will propose some slots by email this week, and you choose. Is there anyone you want me to focus on?
- Sanne VerhoevenThe newer account managers. And maybe Bart's finance people, they only look at invoices. If they used the shipment side, they would understand the delays better.
- Elena NovakI like that idea. To confirm, finance colleagues would be welcome in the second session, and I will mention it to Bart only if you want me to.
- Sanne VerhoevenLet me mention it to him first. He is careful, he wants to see a reason. Also, he will ask me about the contract again, as always.
- Elena NovakOf course. For your reference, the order form is the Growth subscription for forty users at £47,500 a year, and the invoices match it. If Bart wants to go through it line by line, Matteo and I can do that with him whenever suits him.
- Sanne VerhoevenGood, I will tell him. Maybe at the next review. He prefers that everything is on the table.
- Elena NovakThen let me summarise the actions. One, I send you the draft wording of the usage story for approval. Two, I ask Thijs about the extra customs documents and report back to you in writing. Three, I propose two training slots for smaller groups. Four, you speak to Bart about finance joining the second session. Is that complete?
- Sanne VerhoevenYes, that is all of it. Short and clear, I like it.
- Elena NovakThank you, Sanne, and I hope the container situation is resolved soon. I will send these actions in writing this afternoon.
- Sanne VerhoevenThanks Elena. Groet, speak soon.
- Elena NovakKind regards, Sanne. Goodbye.
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