Kralingse Expeditie / BG-Demo – Check In
Callcompleted
Kralingse Expeditie · 3 Sep 2026 11:45
Elena Novak raised a fall in active users of almost a third. Sanne Verhoeven blamed summer leave and a return to old habits on the customs desk. She still sees value but will not sign without Bart.
What was said
What this says
As at Fri 9 Oct 2026Elena Novak raised a fall in active users of almost a third. Sanne Verhoeven blamed summer leave and a return to old habits on the customs desk. She still sees value but will not sign without Bart.
What happened: Elena opened with the usage drop and asked for Sanne's view before drawing a conclusion. Sanne said summer is part of it but not the whole, and some people went back to spreadsheets and emails.
Customer view: Sanne said two of the customs desk's keenest users moved to other work. She said the value is still there, but others will see only the numbers.
Commercial: The contract runs to 15 Jan 2027 at £48k a year, and invoices match the order form. Elena did not raise price. Sanne will not sign without Bart.
Watch: Sanne is the main B-Viz contact, a key-person risk Elena named. No tickets were raised this month, so quiet is not proof of health.
Themes
As at Fri 9 Oct 2026Theme
Usage decline, renewal risk
Importance
renewal
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- Elena sends options for the customs desk refresher.
- Elena sends a team level usage overview and a plain summary for Bart, checked with Matteo first.
- Elena and Sanne meet again after the refresher to review the trend.
Risks
As at Fri 9 Oct 2026- Active users are down by almost a third on the previous quarter, which weakens the renewal story on Growth.
- Two of the customs desk's keenest users have moved to other work, and Sanne is the main B-Viz contact.
- Bart must approve the renewal and will see the numbers.
Opportunities
As at Fri 9 Oct 2026- A refresher for the customs desk with their own shipments could recover usage before the renewal.
- A named contact on the customs desk would spread ownership beyond Sanne.
Transcript
Elena NovakGood morning, Sanne. I can see you, can you hear me?
Sanne VerhoevenGood morning Elena. Yes, I hear you. My camera is slow today, sorry.- Elena NovakNo problem. To confirm the agenda I emailed: first, usage over the summer. Second, anything that is blocking your teams. Third, what we can do together before the renewal in January. I will take notes and send written actions afterwards.
- Sanne VerhoevenOkay. The week first. The worst delay is a vessel that arrived late and the whole berth schedule moved. Three importers waiting. We told them all on Monday, before they asked. I am not happy, but they are informed.
- Elena NovakThat is the right way round, telling them first. Where is the cargo now?
- Sanne VerhoevenStill waiting for a slot. We will see. I cannot promise customs anything, you know that.
- Elena NovakOf course. Sanne, I should be open with you about the second reason for this call. When I looked at the usage this week, it is lower than in the spring. Active users are down by almost a third compared with the previous quarter. I wanted to hear from you before I draw any conclusion.
- Sanne VerhoevenYes. I saw it too. Hm. Let me be direct. Part of it is the summer. Half of my team was away at some point, and the customs desk is thin in August.
- Elena NovakThat is plausible. Is it the whole explanation, do you think?
- Sanne VerhoevenNo. Not the whole. I think some people went back to their old way. Spreadsheets, emails to the customs desk. When it is busy they do what they know.
- Elena NovakThank you for saying so plainly. Can I ask which groups? The account managers who started in the spring, or the customs desk?
- Sanne VerhoevenMore the customs desk. The account managers still open it when an importer calls. The customs desk, I think two of the people who liked it most are on other work now, a different set of importers. So the champions on that side are gone, a bit.
- Elena NovakI see. So it is not that the data is wrong or that something broke. We have no tickets this month at all, and nothing is overdue on the invoices. It is more about habit and who is in the room.
- Sanne VerhoevenYes. Exactly that. No problem with the system. Quiet is not always good news, I know. I do not want it to become a quiet that nobody notices.
- Elena NovakI agree, and that is why I raised it. You have forty licences, and we are using only a small part of them. I would like us to not arrive at November with a low number and no plan.
- Sanne VerhoevenFair. Let's be concrete. What can you do, and what can I do?
- Elena NovakFrom our side, I propose a refresher for the customs desk, with their own shipments and exceptions on screen, no slides. And I can show the new people who joined after the spring the pages that matter for them. Would that suit you?
- Sanne VerhoevenYes. But not in the same week as the vessel. Let me find a quiet hour. September is still busy.
- Elena NovakUnderstood. I will send two or three options for you to choose from. Second, would it help if I shared a short list of who asked questions in the last quarter and who stopped? I would keep it at team level, not to check on individuals.
- Sanne VerhoevenTeam level is good. I do not want my people to feel watched. But I want to know which team.
- Elena NovakTeam level, as agreed. Third, on your side. Could one person on the customs desk be the named contact for B-Viz, someone who tells us when a question is not answered well? Right now I think it is mainly you, and that is a risk for you and for us.
- Sanne VerhoevenMm. Yes, that is true, it is me. I will ask the customs desk lead. I will not promise she says yes, she is very busy.
- Elena NovakOf course. If she prefers, I can speak to her first and explain what it involves. It should be small.
- Sanne VerhoevenOkay, that is better. Introduce yourself, she will listen.
- Elena NovakThank you. Now, about the renewal. The contract runs to 15 Jan 2027, and the renewal date is 16 Jan 2027. The annual amount is £47,500, and invoices match the order form. I am not raising price today. I only want to say that when we come to the renewal, I would like you to be able to show a clear story of use. Right now usage is the weak point.
- Sanne VerhoevenI understand. You are honest, I like that. Honestly, in my head the value is still there. The account managers tell me the importer page saved them many times. But if the numbers are down, other people will see only the numbers.
- Elena NovakExactly. So we need both: the stories from your account managers and a recovery in the numbers. Perhaps the next check-in could look at the trend again, after the refresher.
- Sanne VerhoevenYes. And I will not sign anything without Bart anyway, so he will want the picture to be good.
- Elena NovakThat makes sense. I will prepare a short summary that you can forward to him, in plain language. I will check with Matteo before it goes out.
- Sanne VerhoevenGood. Anything else from your side?
- Elena NovakOnly the summary. One: I send options for the customs desk refresher. Two: I send the team level usage overview. Three: I speak to the customs desk lead if you agree to introduce us. Four: you consider the named contact on your side. Five: we meet again after the refresher to look at the trend. Is that correct?
- Sanne VerhoevenThat is correct. Thank you for not hiding it, Elena. Better to talk about it now than later.
- Elena NovakI think so too. Thank you, Sanne. Kind regards, Elena.
- Sanne VerhoevenGroet, Sanne. Speak soon.
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