Veldmaat Payments / BB-Demo – Training
Callcompleted
Veldmaat Payments · 2026-03-02 12:15
Yusuf Demir trained Femke Jansen on the merchant view, chat and pinned searches. She said few colleagues use the brain and that two late overnight refreshes are hurting trust. The cause is not yet confirmed.
What was said
What this says
Current to 13 Oct 26Yusuf Demir trained Femke Jansen on the merchant view, chat and pinned searches. She said few colleagues use the brain and that two late overnight refreshes are hurting trust. The cause is not yet confirmed.
What happened: Yusuf trained Femke on the freshness stamp, chat with sources, saved searches and summary pages. She plans to send a page to a colleague as a test and bring two colleagues to the next session.
Customer view: Femke said only a few people open the brain, though there are forty licences. Twice the refresh finished after 07:00, and she said Sanne Bakker keeps a log and is not happy.
Commercial: Adoption is thin against the licences held, and late refreshes weaken the case for value at renewal. Yusuf did not confirm a cause and would not promise a fix time, so the nightly refresh commitment stays open.
Watch: Yusuf offered a note after each miss and will raise it with Elena Novak, who owns the conversation. The evidence does not show whether that note was agreed.
Themes
Current to 9 Oct 26Theme
Training and late refresh
Importance
complaint
Sentiment
mixed
Voice
user
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Yusuf Demir to send a one-page note on the stamp, sources and pinned searches.
- Yusuf Demir to raise the post-miss note with Elena Novak the same day.
- Yusuf Demir to send row counts after the refresh the next day.
Risks
Current to 9 Oct 26- Two overnight refreshes finished after 07:00 and the cause is not confirmed.
- Few colleagues use the brain against forty licences, which weakens the value case.
- Sanne Bakker is logging misses and is described as unhappy.
Opportunities
Current to 9 Oct 26- Femke will bring two colleagues to the next session and share a summary page with merchant risk.
- Pinned searches and summary pages give account managers and risk one shared picture.
Transcript
Yusuf Demir NoneHi Femke, can you hear me alright?
Femke Jansen NoneYes, hi Yusuf. I hear you. Sorry, one second, I have a merchant chat still open. Okay. Done.- Yusuf Demir NoneNo problem. Let me share my screen. Can you see the merchant view?
- Femke Jansen NoneYes. A bit small.
- Yusuf Demir NoneI'll make it bigger. Right. Before we start, the status. HubSpot connector, last good load was 07:00 today. Zendesk finished a few minutes earlier. Row count is in line with yesterday.
- Femke Jansen NoneOkay. Good. Just to be clear, that is today. Because twice last week it was not complete when I sat down.
- Yusuf Demir NoneYes, I've seen both tickets from Sanne. I'd like to come back to those at the end, if that's alright, and then we can talk about what to do in the meantime. First the training. Elena said you wanted the merchant view and how to ask questions properly.
- Femke Jansen NoneYes please. Honestly, it is only a few of us who open it. We have forty licences and most of my colleagues are still in HubSpot all day. They ask me, can you check, is it the same as HubSpot?
- Yusuf Demir NoneFair question. So let's start there. Open any merchant. Go on, pick one you know.
- Femke Jansen NoneOkay. I take one I spoke to this morning. A webshop, they had a payout question.
- Yusuf Demir NoneGood. Top right of the page there's a freshness stamp. It shows the last good load for each source. If it says today 07:00, you're looking at HubSpot and Zendesk as they were at 07:00.
- Femke Jansen NoneSo if my colleague changes a contact at nine, I do not see it.
- Yusuf Demir NoneNot until the next nightly refresh. That's by design. The source returned its data overnight and the brain indexes that.
- Femke Jansen NoneMm. Okay. That I can explain. What I cannot explain is when the stamp says yesterday.
- Yusuf Demir NoneAnd that's worth being straight about. If the stamp says yesterday, the refresh hadn't finished, and you shouldn't give a merchant an answer from that page without checking HubSpot first. I'd rather you did that than trust it.
- Femke Jansen NoneOkay. Please say it once more, I will write it down for my colleagues.
- Yusuf Demir NoneCheck the stamp first. Today, it's good. Yesterday, treat the page as a hint and confirm in the source.
- Femke Jansen NoneGood. Thank you.
- Yusuf Demir NoneNext, the chat. Click the panel on the right. Ask it something you'd normally open three tabs for.
- Femke Jansen NoneHmm. Let me think. Which merchants have an open ticket and a recent change of contact owner?
- Yusuf Demir NoneGo on, type it just like that. Plain words are fine.
- Femke Jansen NoneIt is thinking. Oh. It gives me a short list. Three merchants, I think. With a sentence for each.
- Yusuf Demir NoneLook at the line under each answer. Those are the sources. Click one.
- Femke Jansen NoneIt opens the ticket in Zendesk. And the HubSpot record next to it. Oh, that is nice. That saves me the tabs.
- Yusuf Demir NoneThat's the main habit I'd suggest. Don't take the sentence, take the sources. If the sources look right, the answer is right.
- Femke Jansen NoneAnd if it looks wrong? Can you check, then?
- Yusuf Demir NoneYes. Tell me the merchant and what you expected to see. I don't say data is wrong without the source in hand, so a link helps a lot. Then I look at what the source returned.
- Femke Jansen NoneOkay. I like that. Short and clear.
- Yusuf Demir NoneNow saved searches. Take the question you just asked, and pin it. Top of the chat, the pin icon. Then it sits on your start page.
- Femke Jansen NonePinned. And can I do the same for a ticket priority? I want all high priority tickets for my merchants in the morning.
- Yusuf Demir NoneYes. Ask for your merchants by name or by portfolio, add high priority, and pin that too. You'll see it first thing, as long as the refresh has finished.
- Femke Jansen NoneYes. That is the as long as. This merchant is waiting, and I open the page at eight and it says yesterday. Then I look stupid in front of the merchant.
- Yusuf Demir NoneUnderstood. So, the two misses. Both times the overnight run finished after 07:00. I've re-run it each time and told Elena. I'm still looking at why it finishes late on those days. I don't have the cause confirmed, and I won't guess.
- Femke Jansen NoneOkay. Sanne keeps a log. She says again, again. She is not happy, and honestly I understand her.
- Yusuf Demir NoneFair. Her tickets are good, they have timestamps, which makes my job easier. What I can do is send a note after each miss, to you, Sanne and Elena, with the time of the last good load and the row count. So you know before you open the page.
- Femke Jansen NoneThat would help. A message before eight, yes? Please.
- Yusuf Demir NoneI'll raise it with Elena today, as she owns that conversation with you. I won't promise a time that I can't keep.
- Femke Jansen NoneOkay. That is honest.
- Yusuf Demir NoneOne more feature while we have time. Pages. Pick a merchant and ask the brain to build a summary page: recent tickets, contact owner, last change. You can share the link with merchant risk.
- Femke Jansen NoneOkay, I try. Oh. It builds the page. That is fast. And merchant risk sees the same thing?
- Yusuf Demir NoneSame page, same stamp. That's the point of it. Account managers and risk looking at one picture.
- Femke Jansen NoneGood. Then I send this to my colleague today, as a test.
- Yusuf Demir NoneRight. Anything else you want to try while I'm sharing?
- Femke Jansen NoneNo, I think that is enough for me. I will ask two colleagues to join the next session. Then it is not only me.
- Yusuf Demir NoneGood. I'll send you a short written note after this: how to read the stamp, how to open the sources, how to pin a search. Elena will have it too.
- Femke Jansen NoneThank you, Yusuf. Please keep it short. Then they read it.
- Yusuf Demir NoneOne page. And tomorrow I'll send the row counts after the refresh. Thanks, Femke.
- Femke Jansen NoneGroeten, Femke. I mean, bye, Yusuf. Talk soon.
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