Veldmaat Payments / BG-Demo – Onboarding
Callcompleted
Veldmaat Payments · 6 Feb 2026 09:45
On the 6 Feb 2026 onboarding call, Joost Verbeek pressed on repeated late Zendesk refreshes and said the invoice is fifty thousand pounds against forty-five thousand on the order form. Few people use the brain because they distrust stale data.
What was said
What this says
As at Fri 9 Oct 2026On the 6 Feb 2026 onboarding call, Joost Verbeek pressed on repeated late Zendesk refreshes and said the invoice is fifty thousand pounds against forty-five thousand on the order form. Few people use the brain because they distrust stale data.
What happened: Yusuf Demir's onboarding call with Joost Verbeek and Sanne Bakker opened on the Zendesk refresh missing 07:00 on three mornings. Yusuf had a batching fix tested on a copy and promised to take it live that night, subject to the CSM's yes.
Customer view: Joost called the explanation a description, not a plan, and asked for five business days in a row. He said the account managers wait and he cannot yet vouch for the data.
Commercial: Joost asked for it on record that the invoice is fifty thousand pounds and the order form he signed says forty-five thousand. He wants a written answer; the call does not show who is right or why. Forty licensed users with only a handful active is an adoption gap, not headroom.
Watch: Joost said he would hold BG-Demo to five clean mornings, and the stale-data worry is what keeps the account managers away.
Themes
As at Fri 9 Oct 2026Theme
stale data and invoice mismatch
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- Yusuf Demir confirms the live Zendesk batching change to Joost and Sanne by mid-afternoon on the day of the call.
- Tom and Elena answer the invoice question in writing with Joost copied.
- Sanne Bakker sends the list of known bad merchant identifiers the same day.
Risks
As at Fri 9 Oct 2026- Repeated late Zendesk refreshes against the agreed 07:00 commitment keep account managers away from the brain.
- The invoice is fifty thousand pounds against forty-five thousand on the signed order form, and Joost wants a written answer.
- Only a handful of the forty licensed users are active, which weakens the case for renewal.
Opportunities
As at Fri 9 Oct 2026- Five clean mornings would let Joost's team tell account managers the data is reliable and widen usage.
Transcript
Sanne BakkerHello. Can you hear me? I have a bit of an echo.
Yusuf DemirYes, clear here. Morning, Sanne. Joost's just joining, I can see him in the lobby.
Joost VerbeekGood morning. Sorry, the previous meeting ran over. Are we all here?- Yusuf DemirWe are. Thanks for making the time, both of you.
- Joost VerbeekSo. Before anything else. Were the actions from last time done? I have three written down.
- Yusuf DemirTwo of three. I'll start with the connector status, then we can go through the list. HubSpot connector, last good load was 06:40 this morning. Row count is up on yesterday, which is what we want.
- Sanne BakkerAnd Zendesk? Refresh not complete at 07:00 again. Monday, Wednesday, and Thursday last week. I have the timestamps in my log.
- Yusuf DemirYes. Zendesk is the one that's open. The source returned a timeout on the large ticket export, so the load stops part way and the nightly job reports it late rather than failed. That's my side to fix.
- Joost VerbeekTo be honest, that is not a good answer yet. It is a description. What was agreed was a refresh finished by 07:00, every business day. So what is the plan?
- Yusuf DemirFair. The plan is to split the export into smaller batches and start the Zendesk pull earlier in the night, so it doesn't compete with the accounting system load. I've tested the batching on a copy. I haven't put it live.
- Sanne BakkerWhy not live?
- Yusuf DemirBecause I want you to see the row counts first, and I want Elena to know before I change the schedule. I don't re-run or reschedule without telling the CSM.
- Sanne BakkerOkay. That is reasonable. But again, two tickets are open and both are high priority. I do not want a third.
- Yusuf DemirUnderstood. I've seen both. One is the timeout, the other is the same thing from a different night. I'll link them.
- Joost VerbeekGood. Link them. Now, the third action. The accounting system connector. Was the merchant identifier mapping finished?
- Yusuf DemirThat's the one that's not done. Most merchants match across HubSpot and the accounting system. A group of them don't, because the identifier is stored with a prefix in one and without in the other. I can map it, but I'd want Sanne to confirm which side is the master.
- Sanne BakkerThe accounting system is the master. HubSpot was typed by hand by account managers, so there are mistakes. I will send you a list of the known bad ones.
- Yusuf DemirThat helps a lot. If you send it today I can have the mapping in the next load.
- Sanne BakkerToday. Yes.
- Joost VerbeekLet me say why this matters. The merchant risk team looks at one merchant and wants one picture. If the picture is stale at nine in the morning they go back to the old spreadsheets. And then the brain is not used.
- Yusuf DemirMm. How many people are actually logging in at the moment? I can see it's low, but I don't know who's meant to be on.
- Joost VerbeekA handful. You are licensed for forty. We have a few people trying it, mostly in my team. The account managers wait. They ask me if the data is right, and I cannot say yes with a straight face, yet.
- Sanne BakkerAnd I am the one who has to explain stale data to them. I do not want to do this every week.
- Yusuf DemirRight. Then the target for me is simple. Zendesk finishing before 07:00 for five business days in a row, with row counts you can check. After that you can tell them it's reliable and not just hope.
- Joost VerbeekFive days in a row. Write it down. I will hold you to it.
- Yusuf DemirNoted. It's in the follow-up note.
- Yusuf DemirSanne, while we're on, can you share your screen? I'd like to look at the failing export settings together, so I'm not guessing which custom fields you pull.
- Sanne BakkerOne moment. Sharing now. You see the view?
- Yusuf DemirYes. Scroll down a bit. There. That field, the dispute reason. Is that free text?
- Sanne BakkerFree text. Long. Agents paste whole emails in it sometimes.
- Yusuf DemirThat would explain it. That one field makes the batch heavy. I can truncate it for the index and keep the full text in the source. Would that hurt the risk team?
- Sanne BakkerNot if the first part is kept. The reason code is at the top. I will check with them but I think it is fine.
- Joost VerbeekYusuf, one other thing, and I want it recorded in the notes. The invoice we received is for fifty thousand pounds. The order form I signed says forty-five thousand. What was agreed was forty-five. Can someone explain that?
- Yusuf DemirI can't, honestly. Pricing isn't something I handle, and I don't want to guess. That's for Tom and Elena. I'll pass it to them today, exactly as you've said it.
- Joost VerbeekPlease. Forty-five on the order form, fifty on the invoice. I am not angry. But it must be corrected, and I want an answer in writing.
- Yusuf DemirUnderstood. I'll copy you on the message so you can see it went.
- Joost VerbeekGood. Thank you.
- Yusuf DemirOkay, I've pushed the batching to the test environment and I'm running the Zendesk pull now. It'll take a few minutes. Anything else while we wait?
- Sanne BakkerYes. Who gets notified when it fails? Last time nobody told me. I found out at 07:00 from the empty dashboard.
- Yusuf DemirFair point. At the moment the alert goes to our side only. I'll add you as a recipient, so you hear it from us before you see it.
- Sanne BakkerGood. Use my work address.
- Yusuf DemirRight. Test pull finished. Row count is complete against the source, no timeout, and it finished well inside the window. That's on the copy. Live is the next step.
- Joost VerbeekSo when is live?
- Yusuf DemirTonight's load, if Elena's happy. I'll speak to her straight after this call.
- Joost VerbeekTonight. Not this week. Tonight.
- Yusuf DemirTonight, subject to her yes. I'll confirm to you both by mid-afternoon.
- Sanne BakkerAnd I check 07:00 tomorrow and tell you what I see. Plainly.
- Yusuf DemirPlainly is what I want.
- Joost VerbeekLet me summarise so it is correct. Yusuf sends the confirmation by mid-afternoon. Sanne sends the list of bad merchant identifiers today. The pricing question goes to Tom and Elena, in writing, with me copied. And we want five clean mornings.
- Yusuf DemirThat's all four. I'll put them in the notes with names against them.
- Joost VerbeekGood. We speak again next week, same slot?
- Yusuf DemirI'll ask Elena to send the invite.
- Sanne BakkerOkay. I send the list now. Bye.
- Yusuf DemirThanks, both. Speak soon.
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