Veldmaat Payments / BG-Demo – Onboarding
Callcompleted
Veldmaat Payments · 19 Feb 2026 12:45
On the 19 Feb 2026 onboarding call, Joost Verbeek held BG-Demo to the 07:00 refresh after three misses, queried a £50k invoice against a £45k order form, and said adoption is far below the licensed users.
What was said
What this says
As at Fri 9 Oct 2026On the 19 Feb 2026 onboarding call, Joost Verbeek held BG-Demo to the 07:00 refresh after three misses, queried a £50k invoice against a £45k order form, and said adoption is far below the licensed users.
What happened: Yusuf Demir reported the accounting connector had not loaded cleanly since Tuesday. Sanne Bakker listed three missed refreshes, two timeouts and one late load.
Customer view: Joost said the agreed commitment is every business day, not most days. He also said about three people use the brain against a licence for forty, which is not what he sold internally.
Commercial: Joost said the first invoice says fifty thousand pounds and the order form he signed says forty-five thousand. Yusuf confirmed the order form shows £45k and passed the invoice figure to Elena and Tom, and Joost wants the answer in writing.
Watch: Joost wants a firm date and will check progress. Adoption and training depend on steady loads first.
Themes
As at Fri 9 Oct 2026Theme
Refresh misses and invoice query
Importance
complaint
Sentiment
negative
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 splits the accounting pulls by merchant group and confirms progress with Joost Verbeek.
- Sanne Bakker confirms when the finance close finishes and puts it in the ticket.
- Elena and Tom reply in writing on the invoice against the order form.
Risks
As at Fri 9 Oct 2026- The nightly refresh missed 07:00 three times, and the customer says the commitment is every business day.
- The first invoice shows £50,000 against a £45,000 order form, and the customer wants a written answer.
- About three active users against a licence for forty weakens the value case at renewal.
Opportunities
As at Fri 9 Oct 2026- Training for the account managers once loads are steady could lift adoption.
- The merchant risk team's interest in call recordings is parked for later.
Transcript
Yusuf DemirAfternoon. Can you hear me alright? I've got you both on the line.
Joost VerbeekYes, afternoon Yusuf. I hear you fine. Sanne is joining from her desk, she is just sharing her screen.
Sanne BakkerHi. Can you hear me? I was on mute.- Yusuf DemirLoud and clear. Right. Before we start, so we're all looking at the same thing. HubSpot connector, last good load was this morning at 06:40. Zendesk connector, last good load 06:55. The accounting connector has not loaded cleanly since Tuesday.
- Joost VerbeekOkay. Then first question. Were the actions from last time done? I wrote down three.
- Yusuf DemirTwo of three. The Zendesk field mapping is fixed and the HubSpot company ID is now the join key. The third one is the accounting connector, and that is the one still open.
- Joost VerbeekSo one is open. To be honest, I expected that, but I want it recorded.
- Yusuf DemirRecorded. I'll put it in the notes after the call.
- Sanne BakkerCan I add the misses? Refresh not complete at 07:00 on Monday. Again on Wednesday. Again on Friday last week. Three tickets, all raised the same morning, with timestamps.
- Yusuf DemirI've seen all three. Monday and Wednesday the source returned a timeout from the accounting system. Friday was different, the load finished but late, so the brain was still on the previous night's records at seven.
- Sanne BakkerAgain, in plain words: my team opens the merchant view at 07:00 and it is stale. Then I am the one explaining it to the account managers.
- Joost VerbeekYes. And what was agreed was the nightly refresh complete by 07:00 on every business day. Not most days. Every one.
- Yusuf DemirUnderstood. That is the commitment, I'm not going to argue with it.
- Joost VerbeekSo what is the plan?
- Yusuf DemirTwo parts. Part one, the timeouts. The accounting connector pulls everything in one request, which is too big for the window. I'm splitting it into smaller pulls by merchant group. Part two, I'm moving the start of that load earlier so a retry still lands before seven.
- Sanne BakkerEarlier how much? Our finance system does its own close overnight. If you start too early you read half-posted entries.
- Yusuf DemirGood point, that's what I need from you. When does your close finish? I don't want to guess.
- Sanne BakkerI can check. I believe it is done well before five, but I will confirm with our finance team and put it in the ticket.
- Yusuf DemirThanks. If it's before five then there's room for a first attempt and two retries.
- Joost VerbeekAnd a date? I do not accept vague timelines. Not 'soon'.
- Yusuf DemirBy the end of next week for the split pulls, tested here before it goes to your account. I'll confirm Monday whether that holds.
- Joost VerbeekGood. Monday. I will ask.
- Yusuf DemirI'd expect you to.
- Sanne BakkerWhile you are on that. Friday's load. It finished but late. Why late?
- Yusuf DemirRow count was well above a normal night. A merchant batch was loaded into HubSpot after hours, so the load had more to read. Nothing failed. It was just slow.
- Sanne BakkerSo it can happen again.
- Yusuf DemirIt can. Which is why I want the earlier start. Same fix covers both.
- Joost VerbeekOkay. Let us go to the onboarding itself, because we are also here for that. Which connectors are live?
- Yusuf DemirThree live. HubSpot, Zendesk and the accounting system. All three configured, the accounting one is the unstable one. There is room under your plan for more, but I'd rather we make these three solid first.
- Joost VerbeekAgreed. I do not want a fourth source while three are not reliable.
- Sanne BakkerThe merchant risk team asked about call recordings. Later. Not now.
- Yusuf DemirNoted for later. I'll leave it as a parked item so it doesn't get lost.
- Joost VerbeekNow users. We have licence for forty. On a normal day it is me, Sanne and one more person. About three. That is not what I sold internally.
- Yusuf DemirYeah, I see the same on the usage side. About three active on average. I'd say the stale mornings are part of it. People open it, it's behind, they go back to HubSpot.
- Joost VerbeekExactly. So the refresh comes first, then the training, then the adoption. In that order.
- Yusuf DemirThat order works for me. Elena can run the training with the account managers once the loads are steady. I'll tell her today.
- Joost VerbeekPlease do. One more thing, and it is not for you, but I will say it. The first invoice we received says fifty thousand pounds. The order form I signed says forty-five thousand. Which is correct?
- Yusuf DemirThat's not mine to answer and I'd be guessing if I tried. The order form is the contract, and I can see it says £45,000. I'll pass the invoice figure of £50,000 to Elena and Tom today so someone with the paperwork comes back to you.
- Joost VerbeekThank you. I want an answer in writing, not on a call.
- Yusuf DemirUnderstood. I'll make sure they know that.
- Sanne BakkerFine. Then from my side: I keep my own log of the misses. I will send it to you tonight, Yusuf, so you have the exact times.
- Yusuf DemirThat helps, thanks. And I've re-run the accounting load once this morning, I'll say it so it's on record. It came back clean for the first time since Tuesday, but I don't trust one clean run.
- Joost VerbeekNor do I. Okay. So to summarise. Split pulls by end of next week. Sanne confirms the close time. Yusuf confirms Monday. Invoice question goes to Elena and Tom in writing.
- Yusuf DemirThat's all of it. I'll send the notes this afternoon with the open action marked.
- Joost VerbeekGood. Thank you both. Met vriendelijke groet.
- Sanne BakkerBye.
- Yusuf DemirThanks, both. Speak Monday.
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