Veldmaat Payments / BG-Demo – Kickoff
Callcompleted
Veldmaat Payments · 12 Jan 2026 11:45
Kickoff with Veldmaat Payments. Exact Online is targeted for the Friday in early March, dependent on a read-only user. Joost Verbeek also flagged an invoice of fifty thousand against a £45k order form, logged as an open item.
What was said
What this says
As at Fri 9 Oct 2026Kickoff with Veldmaat Payments. Exact Online is targeted for the Friday in early March, dependent on a read-only user. Joost Verbeek also flagged an invoice of fifty thousand against a £45k order form, logged as an open item.
What happened: Elena Novak and Hannah Lowe agreed ownership, connector order (HubSpot and Zendesk, then Exact Online) and weekly written updates with Joost Verbeek and Sanne Bakker.
Customer view: Joost wants dependencies named with owners, not surprises in March. He also said the first invoice says fifty thousand while the order form he signed says forty-five thousand.
Commercial: Elena confirmed the executed order form is £45k a year and took the invoice to BG-Demo finance as action two. No date was given for the answer. Forty licensed users are in the contract, but only Joost and Sanne will use the brain at first.
Watch: Sanne checks the nightly refresh at 07:00 and keeps a timestamped log. Joost wants any misses shown at the QBR.
Themes
As at Fri 9 Oct 2026Theme
Kickoff, invoice discrepancy
Importance
complaint
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 Novak takes the invoice question to BG-Demo finance and writes to Joost Verbeek.
- Sanne Bakker asks finance for the read-only Exact Online user and sends Elena the name.
- Hannah Lowe sends the architecture diagram and the dependency list.
Risks
As at Fri 9 Oct 2026- The Exact Online date depends on finance approving a read-only user, which Sanne could not promise.
- The invoice shows a different amount from the executed order form of £45,000 and is unresolved.
- Joost expects any refresh misses to be shown at the QBR.
Opportunities
As at Fri 9 Oct 2026- Forty licensed users with only two in use leaves room to bring in account managers and the merchant risk team after the connectors are checked.
Transcript
Elena NovakHello, can everyone hear me? I have Hannah with me, and I can see Joost. Sanne, are you joining?
Sanne BakkerI'm here. Audio is fine. My camera is not working, sorry.
Joost VerbeekHello Elena, hello Hannah. Good to have everyone in one call at last. It is grey again in Amsterdam.- Elena NovakSame here, I am looking at the canal and it is all fog. Thank you for joining. As in the agenda I emailed on Friday, to confirm, we have four points. One, who owns what on both sides. Two, the sources in scope. Three, the order of the connectors and what we need from you. Four, how we report progress. If there is anything else, please add it at the end.
- Joost VerbeekBefore the agenda. Were the actions from the handover done? The contact list and the access request.
- Elena NovakYes. As agreed, I sent both on Friday. The access request is with Sanne.
- Sanne BakkerReceived. Not actioned yet. I wanted to see the scope first.
- Joost VerbeekFine. Then we start.
- Elena NovakGood. Ownership first. On your side, Joost is the business owner and signs off. Sanne is the admin and runs the connectors. On our side, I coordinate and I am your single point for anything written. Hannah designs the connectors, and one of our data engineers builds them. Tom Ashdown stays as account owner for anything commercial.
- Joost VerbeekAnd if something breaks at seven in the morning, who do I call? Not Tom.
- Elena NovakYou raise a ticket, and you copy me. I will make sure that it reaches the engineer the same morning.
- Sanne BakkerI check the refresh every morning. If it is late I will write it down. Again, with timestamps.
Hannah LoweThat is helpful, honestly. Can I ask what you most need to know from me today? I would rather answer that than talk through the whole design.- Joost VerbeekThree things. What is the order. What do you need from us. And when is the Exact Online connector live. Because that is the one the merchant risk team is waiting for.
- Hannah LoweRight. The short answer is HubSpot and Zendesk first, then Exact Online. The longer answer is that HubSpot and Zendesk are standard, so we expect them to go quickly. Exact Online is heavier, because it holds the finance data and the permissions need more care.
- Joost VerbeekSo what is the date?
- Hannah LoweThe date we have recorded is the Friday in early March. To be precise, that holds if we have a read-only user on the Exact Online side in good time. I'll put that in writing.
- Joost VerbeekWhat is good time?
- Hannah LoweWithin the next couple of weeks would be comfortable. Sooner is better, because we also need to test with real merchants before anyone relies on it.
- Sanne BakkerThe user has to be approved by our finance team. I can ask this week. I cannot promise the answer.
- Elena NovakThat is fine, Sanne. Could you tell me who in finance you are asking, so that I can follow up in writing?
- Sanne BakkerA colleague in the finance team. I will send you the name by email.
- Joost VerbeekTo be honest, I want this in the plan as a dependency, with an owner. Not as a surprise in March.
- Elena NovakAgreed. It will be action one in my note, owner Sanne, and I will show it as the thing that moves the date if it slips.
- Hannah LoweCan I explain how the three sources join up? A concrete example helps. Take one merchant. HubSpot has the account manager's notes and the deal. Zendesk has the tickets that merchant raised. Exact Online has what was invoiced and paid. The brain links them with one merchant record.
- Joost VerbeekThat is what was agreed. One view of each merchant. The key is the merchant identifier, yes? It must be the same in all three.
- Hannah LoweIt is the right question. I need to see the field in each system before I say it is clean. If it is not the same, we build a mapping table, and that is in our scope. But I don't want to promise until I have looked.
- Sanne BakkerIn HubSpot it is a custom field. In Zendesk it is on the organisation. Not always filled.
- Hannah LoweThen that is where we begin. Could you export a sample from each, a few hundred merchants, nothing sensitive beyond what you are comfortable with?
- Sanne BakkerI can do that. Within the week.
- Elena NovakLet me move to users. To confirm, the contract has forty licensed users. At the moment, how many people do you expect to be on the brain in the first month?
- Joost VerbeekToday, me and Sanne. That is all. The account managers and the merchant risk team come after Zendesk is in. There is no point showing them half a picture.
- Elena NovakUnderstood. Then I suggest we plan training for the account managers after the Zendesk connector is live and checked, and again for merchant risk after Exact Online.
- Joost VerbeekYes. Do not train anybody on empty data.
- Hannah LoweAgreed. I'd rather delay a session than show a merchant page with the finance side missing.
- Joost VerbeekOne more thing, and it is not a blocker. The first invoice we received says fifty thousand. The order form I signed says forty-five thousand. I want to understand which is right.
- Elena NovakThank you for raising it. To confirm: the order form is £45,000 a year, and you are saying the invoice shows £50,000. Is that correct?
- Joost VerbeekCorrect. I have the PDF here.
- Elena NovakThe executed order form is what counts for the contract, so I will take this to our finance team today. I will not give you a date for their answer before I have checked with them. But you will have it from me in writing.
- Joost VerbeekSo what is the plan if the invoice is wrong?
- Elena NovakA corrected invoice, and a note to you explaining what happened. I do not want to guess further until I see it.
- Joost VerbeekGood. Please record it as an open item.
- Elena NovakIt will be there as action two.
- Sanne BakkerQuestion on the refresh. When the connectors are live, the brain is updated overnight. By seven, yes? I check at seven. If it is not done I have account managers asking me why the data is old.
- Hannah LoweYes. The nightly refresh should be complete by 07:00 your local time on business days. That is the commitment. If a load is late you will see it, and I would want the ticket straight away.
- Sanne BakkerI will raise it. I always do.
- Joost VerbeekAnd she keeps a log. I would like to see that in the QBR, if we have misses.
- Elena NovakOf course. I will keep my own record of the tickets too, so that we compare like with like.
- Elena NovakLet me turn to reporting. I propose a short written update from me every week, with what is done, what is blocked and who owns it. Would that suit you?
- Joost VerbeekWeekly is good. Short sentences, please. And please say when something is late. Do not wait until the date.
- Elena NovakI will make sure that late items are marked as late the same week.
- Hannah LoweI can add a small architecture diagram to the first note, so that Sanne can see where each connector sits inside your Snowflake account. I'll put that in writing.
- Sanne BakkerYes. Send the diagram. I want to see which role it runs under.
- Joost VerbeekAnything else from your side? I have nothing.
- Elena NovakOnly the summary. Action one, Sanne asks finance for the read-only Exact Online user and sends me the name. Action two, I take the invoice question to our finance team and write to Joost. Action three, Sanne exports the samples for Hannah this week. Action four, Hannah sends the diagram and the dependency list. The Exact Online connector stays targeted for the Friday in early March.
- Joost VerbeekThat is what was agreed. Good.
- Sanne BakkerFine with me.
- Hannah LoweThanks, everyone. Speak soon.
- Elena NovakThank you all. My written note will follow today. Kind regards, Elena.
- Joost VerbeekMet vriendelijke groet.
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