Veldmaat Payments / BB-Demo – Check In
Callcompleted
Veldmaat Payments · 2026-08-24 08:30
Refresh has improved but Veldmaat still does not trust it, usage is flat, and the £50k invoice is held. Joost will only discuss renewal once the invoice is corrected and a month of stable refreshes has passed.
What was said
What this says
Current to 13 Oct 26Refresh has improved but Veldmaat still does not trust it, usage is flat, and the £50k invoice is held. Joost will only discuss renewal once the invoice is corrected and a month of stable refreshes has passed.
What happened: Elena Novak reported that Ewan's findings were sent and the refresh has completed by 07:00 since the change. Joost Verbeek said the team still checks every morning and he does not trust it yet.
Customer view: Some account managers went back to HubSpot and Zendesk directly. Activity is about eight of forty licensed users, flat on last quarter.
Commercial: Joost holds the open invoice because it was raised at £50k against a £45k order form. Finance has given no confirmed date. The contract ends on 4 Jan 2027 and he warned that without visible value the answer may be no.
Watch: Renewal talk is conditional on two items, the invoice correction and a month of stable refreshes.
Themes
Current to 9 Oct 26Theme
Renewal conditional on fixes
Importance
renewal
Sentiment
mixed
Voice
decision-maker
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Joost Verbeek to send the names for the session that week.
- Elena Novak to confirm in writing the next day what Finance says about the invoice.
- Elena Novak to start the renewal conversation once the invoice is corrected and a month of stable refreshes is shown.
Risks
Current to 9 Oct 26- The renewal on 5 Jan 2027 may be declined if value is not visible, and Joost said so plainly.
- Usage is flat at about eight of forty licensed users after account managers went back to the source systems.
- The invoice correction is still not done and Finance has given no confirmed date.
Opportunities
Current to 9 Oct 26- A short session for the five or six people who matter most for merchant risk could lift questions asked.
- A visible refresh record can rebuild trust beyond Sanne's own daily check.
Transcript
Elena Novak NoneGood morning, Joost. Thank you for making the time. Can you hear me well?
Joost Verbeek NoneYes, morning. All fine here. Were the actions from the escalation done? I would like to start there.- Elena Novak NoneOf course. As I emailed, the agenda is: first, the actions from the last call; second, usage; third, the open invoice; fourth, the renewal. Shall I take them in order?
- Joost Verbeek NoneYes. Go.
- Elena Novak NoneTo confirm, Ewan's written findings were sent, and the refresh has been completing by 07:00 since the change went in. I would like to hear from your side whether Sanne sees the same. I know she is not on today.
- Joost Verbeek NoneShe says it is better. She still checks every morning, she does not trust it yet. To be honest, neither do I. A few weeks of good mornings is not the same as the thing being fixed.
- Elena Novak NoneThat is fair. I will make sure the refresh record stays visible to you, so that you are not relying on Sanne's log alone.
- Joost Verbeek NoneGood. So, usage. What do you see?
- Elena Novak NoneOn average, about eight people are active in a given month, out of forty licensed users. That is flat compared with the last quarter. The questions asked are steady, but not growing.
- Joost Verbeek NoneFlat. Yes. After the bad weeks, some of the account managers went back to HubSpot and Zendesk directly. They said, we will check it ourselves. It is understandable.
- Elena Novak NoneI understand. So the trust issue is real, and I would like to answer it with something concrete rather than a reassurance. Would it help if I ran a short session for the account managers and merchant risk, showing the questions that work best and what the freshness record looks like?
- Joost Verbeek NoneMaybe. What would be the outcome? I do not want a training for the sake of it. So what is the plan?
- Elena Novak NoneThe plan is this. One: you tell me which five or six people matter most for merchant risk. Two: I run one session with them, from Amsterdam, in Dutch time. Three: we look in a month whether their questions have gone up. I will write that down.
- Joost Verbeek NoneOkay. I will send you the names. Not today, but this week.
- Elena Novak NoneThank you. Now the invoice. I see one is still open, and I believe you have held it because it was raised at £50,000.
- Joost Verbeek NoneYes. The order form says £45,000. I signed £45,000. We pay on time, you can check. This one I will not pay until it is right. Not out of bad will, it is a matter of principle.
- Elena Novak NoneUnderstood, and I agree with the principle. The executed order form is the reference, and it says £45,000 a year. I raised it with our finance team after the last call. I have not yet had a confirmed date from them for the corrected invoice, and I will not give you one before they have agreed it.
- Joost Verbeek NoneThen it is not done.
- Elena Novak NoneCorrect. It is not done. I will chase it today and I will tell you in writing by tomorrow what Finance has said, even if the answer is that they have not replied.
- Joost Verbeek NoneOkay. Record that it was not done.
- Elena Novak NoneIt is recorded. Now the renewal. The contract ends on 4 Jan 2027, with renewal on 5 Jan 2027. I would like to start that conversation early, so you are not deciding under pressure.
- Joost Verbeek NoneI appreciate that, but I cannot discuss renewal when the refresh was bad and the invoice is wrong. First the basics. Then we talk.
- Elena Novak NoneThat seems a reasonable order. Let me propose it this way: we agree today that the open items are the invoice correction and a month of stable refreshes. When both are done, we meet on renewal.
- Joost Verbeek NoneYes. That is acceptable. And I will say it plainly, if the value is not visible by then, the answer may be no. I tell you honestly.
- Elena Novak NoneThank you for being direct, Joost. It helps me. I would rather know now.
- Joost Verbeek NoneGood. Then we are done?
- Elena Novak NoneAlmost. To summarise the actions. One: you send me the names for the session this week. Two: I confirm in writing tomorrow what Finance says about the invoice. Three: I keep the refresh record visible to you. Four: renewal talk after the first two are resolved. Written actions will follow today.
- Joost Verbeek NoneGood. Thank you, Elena. Tot ziens.
- Elena Novak NoneKind regards, Joost. Goodbye.
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