Veldmaat Payments / BG-Demo – Onboarding
Callcompleted
Veldmaat Payments · 26 Jan 2026 11:45
Sanne Bakker wants the accounting connector live and the refresh done by 07:00. The connector waits on a service user from her finance team, a refresh missed, and an invoice at £50k against a £45k order form was raised.
What was said
What this says
As at Fri 9 Oct 2026Sanne Bakker wants the accounting connector live and the refresh done by 07:00. The connector waits on a service user from her finance team, a refresh missed, and an invoice at £50k against a £45k order form was raised.
What happened: Elena Novak and Hannah Lowe took Sanne Bakker through connectors, a high priority ticket, usage and actions. HubSpot and Zendesk are live; the accounting connector is pending credentials on the customer side.
Customer view: Sanne wants 07:00 reliability, not reassurance. Account managers have not started because they want the data not to be stale.
Commercial: Elena said the order form decides what is contracted, so £45k stands, and she will raise the £50k invoice with BG-Demo finance. The contract covers 40 users and only Sanne and sometimes Joost use the brain.
Watch: Joost Verbeek was absent and knows about the invoice. Training is held back until the third connector is live.
Themes
As at Fri 9 Oct 2026Theme
Onboarding delays and stale refresh
Importance
complaint
Sentiment
mixed
Voice
user
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Hannah Lowe sends the table and field list to Sanne Bakker on 26 Jan 2026.
- Yusuf Demir writes to Sanne about the cause of the late refresh.
- Elena Novak raises the invoice question with BG-Demo finance and updates Joost Verbeek.
Risks
As at Fri 9 Oct 2026- The refresh missed 07:00 and account managers will not start until the data is reliable.
- The accounting connector depends on a service user that the customer's finance team has not yet approved.
- An invoice of £50,000 against a £45,000 order form is unresolved and Joost Verbeek knows of it.
Opportunities
As at Fri 9 Oct 2026- A training session for account managers and the merchant risk team once the third connector is live.
- The contract covers 40 users, so there is room to widen use beyond two people.
Transcript
Elena NovakHello, Sanne, hello Hannah. Can you both hear me properly? I have changed headset today.
Sanne BakkerYes. Clear.
Hannah LoweHearing you fine, Elena. Morning, both. Well, nearly afternoon.- Elena NovakGood. Thank you for making the time. To confirm, the agenda I emailed beforehand has four items. One, the state of the connectors. Two, the open ticket. Three, who is actually using the brain at Veldmaat. Four, written actions, which I will send today.
- Sanne BakkerFine. Joost is not joining, by the way. Other meeting. He said to carry on without him.
- Elena NovakUnderstood. Then I will make sure that he gets the notes as well. Hannah, would you like to start with the connectors?
- Hannah LoweYes. Sanne, before I say anything, what do you most need to know from us today? I would rather answer your question than read you a status.
- Sanne BakkerWhen the third connector is live. And whether the refresh will finish by 07:00 once all three are in. That is it.
- Hannah LoweRight. So the short answer is: HubSpot and Zendesk are both live and loading. The longer answer is that the accounting system connector is still pending, and that is the one I want to be careful about.
- Sanne BakkerPending on what. Us or you.
- Hannah LoweTo be precise, it is the credentials. We need a read-only service user on your side with access to the invoice and customer tables. Nothing else. Until that exists I cannot test the mapping against real records.
- Sanne BakkerI asked for that. Internally. Waiting on the finance team to approve the scope. They want to know what you read.
- Hannah LoweThat is reasonable. I'll put that in writing: a one-page list of the tables and fields we read, and that everything lands in your Snowflake account, not ours. Would that help your finance team?
- Sanne BakkerYes. Send that. They will want it today or tomorrow.
- Elena NovakAs agreed, Hannah will send it today. And I will not give a date for the finance side of the connector, because that depends on your finance team. Sanne, can you tell us when you expect their answer?
- Sanne BakkerNo. I can ask. I will not guess.
- Elena NovakThat is fair. Thank you.
- Hannah LoweWhile we are on it, can I share my screen? I want to show how the HubSpot side looks now, so you can tell me if the merchant mapping is the way you expect.
- Sanne BakkerGo.
- Hannah LoweSo this is a merchant page. HubSpot company on the left, the Zendesk tickets for the same merchant on the right. Account managers can see the last contacts, the open tickets, and the owner. When the accounting data arrives, the invoices will sit under the same merchant, so merchant risk sees one picture.
- Sanne BakkerTwo merchants are duplicated. Same name, different spelling. Here, and here.
- Hannah LoweYes, I see it. Is that a HubSpot data problem, or do you want us to merge them in the brain?
- Sanne BakkerHubSpot. Account managers made duplicates. I will fix at source. Do not merge on your side.
- Hannah LoweGood, that is what I would recommend as well. Fix it at the source and the next nightly refresh will pick it up.
- Elena NovakLet us move to the ticket. Sanne, you raised one this month and it is marked high priority. Could you summarise it?
- Sanne BakkerRefresh not complete at 07:00. Again. It happened on a morning when the Zendesk load ran long. See ticket from earlier this month. Account managers opened the brain and saw yesterday's tickets.
- Elena NovakThank you. I have read it. I will make sure that Yusuf Demir, who looks after the connectors, comes back to you in writing with the cause. I do not want to say more than I know.
- Hannah LoweFrom what I can see, the Zendesk load is larger than we sized for in the first week, because the history came in. That should settle. But I will not promise that until Yusuf has confirmed it.
- Sanne BakkerI do not need settle. I need 07:00. I am the one who explains this to the account managers.
- Elena NovakUnderstood, and noted. Item three, then. Who is using the brain? From the usage I see, it is mostly you at the moment, Sanne.
- Sanne BakkerYes. Me and sometimes Joost. Account managers have not started. They want to wait until the data is not stale.
- Hannah LoweThat is a sensible instinct, honestly. Though the contract covers 40 users, so there is plenty of room. When you are ready, I can run a short session for the account managers and the merchant risk team on their own merchants.
- Sanne BakkerAfter the third connector. Not before.
- Elena NovakNoted. To confirm, we plan the training session after the accounting connector is live, and we will not book it before that.
- Elena NovakOne more point, and it is a little awkward, so I will be careful. Our records show the order form at £45,000 a year, and I understand finance has issued an invoice at £50,000. Has anyone at Veldmaat raised that?
- Sanne BakkerNot me. Joost knows. I think he wrote to someone. I do not do invoices.
- Elena NovakThat is fine. The order form decides what is contracted, so £45,000 stands. I will raise the invoice with our finance team and report back to Joost. I will not give a date until I have checked with them.
- Hannah LoweSorry, one thing before we close, on the security side. Sanne, will your finance team ask for anything beyond the field list?
- Sanne BakkerMaybe a question on where the data sits. I will tell you.
- Hannah LoweGood. If it is a control question I am not certain of, I will check with Ewan before I answer, so you get it right first time.
- Elena NovakThen the actions. One, Hannah sends the table and field list today. Two, Sanne asks her finance team for the service user and tells us the answer. Three, Yusuf writes to Sanne about the late refresh. Four, I raise the invoice question internally and update Joost. Five, training after the third connector. Have I missed anything?
- Sanne BakkerNo. That is all.
- Elena NovakThank you both. Kind regards, and speak soon.
- Hannah LoweThanks, both. Speak soon.
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