Kralingse Expeditie / BG-Demo – QBR
Callcompleted
Kralingse Expeditie · 10 Jun 2026 09:45
At the QBR Bart Huisman asked for the signed order form and a measurable value case. He also asked about quarterly billing. Usage is growing and support is quiet, but Thijs is the only trained administrator.
What was said
What this says
As at Fri 9 Oct 2026At the QBR Bart Huisman asked for the signed order form and a measurable value case. He also asked about quarterly billing. Usage is growing and support is quiet, but Thijs is the only trained administrator.
What happened: Elena Novak and Matteo Ricci covered usage, support, the contract and next asks. Matteo confirmed the executed order form was signed on Fri 16 Jan 2026 and supersedes earlier drafts.
Customer view: Sanne said account managers now phone importers earlier. Bart wants value measured against margin and agreed a next-quarter comparison of dispute handling on two or three importers.
Commercial: The Growth term runs to 15 Jan 2027, with renewal on 16 Jan 2027. Bart asked for quarterly billing, which Matteo said is available on request, and Matteo promised written pricing before any add-on.
Watch: Thijs is the only trained administrator. Daily use is a quarter of the forty licences, so the evidence does not yet show a case for more users.
Themes
As at Fri 9 Oct 2026Theme
QBR, value case, renewal
Importance
renewal
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- Matteo emails Bart the executed order form file name and an explanation of quarterly billing.
- Elena agrees the dispute-handling measurement method in writing with Sanne and Bart.
- Thijs names a second administrator this month, and Elena writes a one-page guide and plans the session.
Risks
As at Fri 9 Oct 2026- Bart wants value shown against margin and Sanne could not give a precise figure yet.
- Thijs is the only trained administrator, a single point of failure for the Growth connectors.
- Daily use of about a quarter of the forty licences makes a licence-based expansion case weak for now.
Opportunities
As at Fri 9 Oct 2026- Extra customs documents from shared folders and mailboxes could need a connector or add-on.
- Quarterly billing was requested and can be offered on request, which may ease the renewal conversation.
Transcript
Elena NovakGood morning, everyone. Can you all hear me? I can see Sanne and Thijs, and Matteo has just joined from London.
Matteo RicciBuongiorno, good morning all. Yes, I am here, audio is fine. Apologies, my camera is slow to start.
Sanne VerhoevenGood morning. Bart is on his way, he is finishing another call.
Thijs BrouwerMorning. I can hear you all. The weather in Rotterdam is terrible, so everyone is in a good mood to stay inside.- Elena NovakSame in Amsterdam. While we wait, let me restate the agenda I emailed. First, usage and what it says. Second, the support picture. Third, the contract and the renewal next year. Fourth, what you want from us in the coming months.
Bart HuismanGood morning. Sorry for the delay. Before anything else, which version of the contract is the signed one? I have three files in my folder.- Matteo RicciGood morning, Bart. Fair question, and I would rather answer it plainly. The executed order form is the signed one. Anything earlier in your folder is a draft and was superseded the day it was signed, which was Friday 16 January 2026. Let me confirm that in writing after the call, with the file name.
- Bart HuismanPlease do. Show me the clause for the term and for the users. I do not rely on drafts.
- Elena NovakTo confirm, the order form covers the Growth tier, forty licensed users, at £47,500 a year. The term runs to 15 Jan 2027, with renewal on 16 Jan 2027. The invoices we have issued match those numbers.
- Bart HuismanGood. That matches my copy. Then I will not spend time on it today, but I will want the file name.
- Sanne VerhoevenHe always asks. Let's be concrete and move to usage. Elena, show us what you have.
- Elena NovakYes. Active users on a typical day have almost doubled compared with the previous quarter. The number is now around ten or eleven people a day out of forty licences, so we are using a quarter of the licences on a normal day, though more people log in over a month.
- Thijs BrouwerThat fits what I see. The customs desk was the first group, then account managers joined. The last people to come over are the planners.
- Matteo RicciMay I ask something? What changed for the account managers, in your own words? I would like to understand what they say to the importers now that they did not say before.
- Sanne VerhoevenThey call earlier. That is the whole thing. Before, an importer called us to ask where the container was. Now the account manager sees the exception and the customs status and phones the importer first. What has the customer been told? Now we know.
- Matteo RicciThat is a very good answer, thank you. It is the kind of value I can defend to anyone, including our own leadership.
- Bart HuismanValue in what terms? Fewer disputes? Less time per importer? I want something I can put against margin.
- Sanne VerhoevenFair. I cannot give you a precise number today. What I can say is that the disputes about charges are found earlier, because the invoices sit next to the shipment. The account manager sees both.
- Bart HuismanThen let us measure it. Not now. Over the next quarter. Sanne, you pick two or three importers, and we compare the dispute handling with last year.
- Elena NovakI can help with that. I will make sure that we agree the method in writing first, so that you and Sanne are comparing the same things. I will not suggest a date for any finance work until I have checked with your team.
- Bart HuismanGood. That is the correct order.
- Matteo RicciThijs, from the systems side, how are the connectors? Elena tells me the picture is quiet.
- Thijs BrouwerQuiet is right. They load every night, and I have not seen a gap. We had one question to support last month, nothing urgent, and the answer came back the same day.
- Elena NovakYes, one ticket in the period, and none marked high priority. For a Growth customer the first response commitment for the most serious issues is one business hour, and we are nowhere near needing it. Thijs, were you comfortable with how it was handled?
- Thijs BrouwerYes. It was a how-to type of question. I would like the documentation to be a bit easier to find, but the person who answered was helpful.
- Elena NovakThank you, I will pass that on. Would a short guide for administrators, in one page, be useful? I can write it from the questions you asked.
- Thijs BrouwerYes, please. One page, then I can give it to my colleague who covers when I am away.
- Matteo RicciThat raises a point I would like to say openly. If Thijs is the only administrator, then if he is away or moves on, the system has a single point of failure. Is there a second person?
- Thijs BrouwerNot formally. A colleague has access but has not been trained.
- Sanne VerhoevenThen we fix that. Thijs, put forward a name this month. It is a sensible risk to remove.
- Elena NovakI will add a short administrator session for the second person to the training plan. We had already discussed small group sessions for account managers, Sanne, so it can sit alongside them.
- Sanne VerhoevenGood. And maybe Bart, your finance people join one of the sessions? They look at invoices only, and then they hear about delays only when it is too late.
- Bart HuismanI will consider it. Send me the content, and I decide whether it is worth their time.
- Matteo RicciOf course. Bart, one more topic for you, since you are here. The renewal is next year, and I would like to raise it early rather than late. I would rather you heard from me now that nothing is decided on our side, and that we will confirm in writing any change before it reaches you.
- Bart HuismanUnderstood. What I care about is simple. The terms match what we agreed. And billing per quarter, please, if that is possible. At the moment I would like to see what it would look like.
- Matteo RicciQuarterly billing is something we can offer on request. Let me confirm in writing what that means for your account, and whether any conditions apply, before we talk again. I will not say more until I have checked.
- Bart HuismanFine. Put it in the email together with the file name of the signed order form.
- Matteo RicciUnderstood, both in one email.
- Elena NovakThank you. Then the fourth item, what you want from us in the coming months. Sanne, you mentioned more customs documents earlier this year. Thijs, did you get a chance to look at which ones?
- Thijs BrouwerYes. Most of it is in the declarations system, which is already connected. The supporting paperwork is in shared folders and mailboxes. I think the folders are the easier part.
- Elena NovakThat helps. I will bring this to our engineers and write back with what is possible. Given the connector allowance on Growth, I will also check how many you are using, so that we know whether anything extra is needed.
- Sanne VerhoevenGood. And please be honest if it costs extra. I would rather know before I tell my team.
- Matteo RicciYou will hear it from me first, Sanne. If it needs an add-on, I will say so plainly, with the price in writing, and I will not commit to a delivery date that engineering has not agreed.
- Sanne VerhoevenGood. That is all from me. Anything else, Bart? Thijs?
- Bart HuismanNo. Send me the written summary.
- Thijs BrouwerNothing from me. Thanks.
- Elena NovakThen let me read the actions. One, Matteo sends Bart the file name of the executed order form and an explanation of quarterly billing. Two, Elena prepares the method for measuring dispute handling, and checks any finance timing with Bart's team first. Three, Thijs names a second administrator, and Elena writes a one page guide and plans the session. Four, Elena asks engineering about the extra customs documents and reports in writing. Five, Elena proposes two small training sessions for account managers. Have I missed anything?
- Sanne VerhoevenNo, that is everything. Thank you, Elena.
- Matteo RicciThank you all. A presto. Best regards.
- Bart HuismanGoodbye.
- Elena NovakKind regards, everyone. I will send the written actions today.
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