Brenneck Pay / BG-Demo – Onboarding
Callcompleted
Brenneck Pay · 17 Mar 2026 12:45
Onboarding call with Jonas Albrecht about six weeks after signing. The CRM connector is behind plan because the read-only role is not yet created; he commits to Wednesday. He wants audit paper, and the brain does not alert on stalled connectors.
What was said
What this says
As at Fri 9 Oct 2026Onboarding call with Jonas Albrecht about six weeks after signing. The CRM connector is behind plan because the read-only role is not yet created; he commits to Wednesday. He wants audit paper, and the brain does not alert on stalled connectors.
What happened: Hamza Akhtar ran the onboarding session with Jonas Albrecht on 17 Mar 2026. Only the base install and admin login are done, and the CRM is behind plan because Jonas held the access role.
Customer view: Jonas is cautious and wants everything in writing: read-only grants on named schemas, EU residency evidence for an auditor, and a written answer on model calls. He will start with account managers, then merchant risk.
Commercial: Jonas confirmed the contract with Hamza: Growth, £50k a year, order form ending 2 Feb 2027, renewal 3 Feb 2027. Hamza said the figure matches invoices and pointed to the executed order form as the governing document.
Watch: Few of the forty licensed users are active, and no alert fires when a connector goes flat. Jonas owns a record count check with no date, and a slipped role delays the eight-week plan.
Themes
As at Fri 9 Oct 2026Theme
Onboarding access and audit
Importance
neutral
Sentiment
neutral
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Jonas creates the read-only role on Wednesday morning and sends Hamza the statement he ran.
- Hamza sends the written pack, including the answer on model calls.
- Jonas sends load history so the nightly refresh can be set after his loads.
Risks
As at Fri 9 Oct 2026- The CRM connector is behind plan until the read-only role is created.
- The brain does not alert when a connector's record count goes flat, and the customer's own check has no date.
- The written answer on model calls is still owed and the auditor pack depends on it.
Opportunities
As at Fri 9 Oct 2026- Five connectors are named against eight on Growth, leaving headroom and a possible shared drive later.
- Bringing account managers in first, then merchant risk, would grow use of the forty licensed seats.
Transcript
Hamza AkhtarAfternoon, Jonas. Can you hear me alright?
Jonas AlbrechtAfternoon. Yes, loud and clear. Give me a second, I'm closing a terminal.- Hamza AkhtarNo rush. I've got the plan open on my side, so whenever you're ready.
- Jonas AlbrechtRight. Before we start, what broke and what I did. The nightly load from the payments warehouse failed on Sunday, a schema change upstream, somebody renamed a column. I checked the load history, fixed the mapping, re-ran it Monday morning. It's fine now.
- Hamza AkhtarOkay, good to know. Is that one of the sources we'll be pointing the brain at, or is it separate?
- Jonas AlbrechtSeparate for now. But it's the same schema family, so it's the kind of thing I want to understand before we connect anything. A schema change is a schema change.
- Hamza AkhtarFair. And it's a good lead in, actually, because today is mostly about that: what gets connected, in what order, and who owns what on your side.
- Jonas AlbrechtGood. Go on.
- Hamza AkhtarSo, quick recap of where we are. You signed on Tuesday 3 February 2026, Growth tier, forty users licensed, and the data stays in the EU region. We're about six weeks in, the environment is set up inside your Snowflake account, and so far the only thing that's really happened is the base install and your admin login.
- Jonas AlbrechtYes. And the one ticket I raised, about the warehouse role. Your team answered it, I closed it. No complaints.
- Hamza AkhtarYeah, I saw that. Thanks for closing it off tidily, it makes my life easier.
- Jonas AlbrechtIt was a one line grant. Which role has access is the whole question for me, so I'd rather it was documented properly than fixed quickly.
- Hamza AkhtarThat's exactly where I wanted to start, then. Access model. What I'd like to do is have a dedicated role for the brain, owned by you, with read access only on the schemas you choose, and nothing else.
- Jonas AlbrechtRead only on named schemas. No account level privileges. And BG-Demo staff don't get a login to anything in production unless I grant it, for a fixed window, and I log it.
- Hamza AkhtarAgreed, that's how we'd want it. For anything I need to see, I'll ask you on a call or in the ticket, and you decide.
- Jonas AlbrechtNot by email. I don't grant anything by email. Ticket or call, with the request written down.
- Hamza AkhtarUnderstood. Ticket or call. I'll put that in the onboarding notes so nobody on our side tries it.
- Jonas AlbrechtGood.
- Hamza AkhtarOkay. Connectors. Growth gives you eight. From the kickoff notes you mentioned the CRM, the helpdesk, the call recorder, the accounting system, and the payments warehouse. That's five, so we have headroom.
- Jonas AlbrechtFive, yes. Possibly the shared drive later, but I'm not committing to that today. I don't want to promise something I haven't tested.
- Hamza AkhtarNo, that's sensible. Leave the sixth open. Which one do you want to go first?
- Jonas AlbrechtThe CRM. It's the cleanest, the merchant account managers live in it, and if the brain answers a question about a merchant correctly from the CRM alone, they'll believe it. The payments warehouse is the sensitive one. That goes last.
- Hamza AkhtarRight, and that fits the stated goal, doesn't it. Account managers and merchant risk looking at one view of the same merchant.
- Jonas AlbrechtThat's the pitch, yes. Whether it holds is a different matter. Risk and account management don't even agree on what a merchant is. One is a legal entity, the other is a trading name.
- Hamza AkhtarHa, yeah. We hear that a lot. That's going to be a modelling conversation, and I'd rather have it early than late. Who on your side can speak to it?
- Jonas AlbrechtMe, for the data. For the business meaning, I'd pull in one person from merchant risk and one account manager. Not a big committee. I'll find the names and put them in the ticket.
- Hamza AkhtarPerfect. Two people plus you. I'll keep sessions short, forty minutes tops, like this one.
- Jonas AlbrechtShort is good.
- Hamza AkhtarRight, let me share my screen so you can see the sequence I'm proposing. Can you see it?
- Jonas AlbrechtYes. A bit small. Okay, that's better.
- Hamza AkhtarSo the plan runs across eight weeks, which is the standard Growth implementation. Weeks one and two are the base install and access, which we've mostly done. Then the CRM and helpdesk, then the call recorder and accounting, and the warehouse in the final stretch, with testing before anything goes near the users.
- Jonas AlbrechtAnd where are we against that? Honestly.
- Hamza AkhtarHonestly, a little behind on the CRM. We were meant to have it loading by now and we haven't, because we were waiting on the role. That's on the access side, not on you particularly, but I'd rather say it than hide it.
- Jonas AlbrechtIt's on me partly. I held the role until I'd written up the grants. It's written now. I can create it this week.
- Hamza AkhtarBrilliant. When do you think? Because I don't want to push you into a Friday.
- Jonas AlbrechtNot a Friday. I don't change production on a Friday. Wednesday, in the morning, and I test it myself before I tell you it's done.
- Hamza AkhtarWednesday morning, then. Honestly, that's the answer I was hoping for.
- Jonas AlbrechtDon't get excited. It's one role and four grants. I'll send you the statement I ran, not a summary.
- Hamza AkhtarEven better. I'll review it and confirm the brain's service user can see exactly what's expected, and nothing more.
- Jonas AlbrechtMm. That brings me to a question. The data stays in the EU region. How do I show that to an auditor? Because they will ask. We're supervised, and they like paper.
- Hamza AkhtarYes. So, two things. The brain runs in your Snowflake account, which you've already placed in an EU region, so the data doesn't leave your account at all. And from our side we'll give you a short document that describes what the brain stores, where, and what it reads.
- Jonas AlbrechtDoes it describe the model calls as well? Where the questions go when someone asks the brain something?
- Hamza AkhtarThat's a fair thing to ask, and I don't want to answer from memory and get it wrong. Let me check with our security people and put the answer in writing. You'll have it in the ticket.
- Jonas AlbrechtGood. That's the right answer. I'd have been annoyed with a quick one.
- Hamza AkhtarI know. I read your card on the account. Terse and technical, it said. I took that as a compliment.
- Jonas AlbrechtIt was not written by me.
- Hamza AkhtarNo, I assumed not. Okay. Next. Users. You have forty licensed and, from what I can see, a handful of people have logged in so far. Is that what you expected?
- Jonas AlbrechtYes. It's me, two people from the data team, and one account manager who wanted to look. I told everyone else to wait until there's real data in it. There's no point showing them an empty room.
- Hamza AkhtarI think that's wise, actually. People who see an empty brain on day one tend to decide it's not useful and they don't come back.
- Jonas AlbrechtThat's my experience of every internal tool I've ever shipped.
- Hamza AkhtarHa. So the question is who the first real group is. Account managers, risk, or both together?
- Jonas AlbrechtAccount managers first. There are more of them, they ask simpler questions, and mistakes there are cheap. Risk are fewer and every wrong answer costs me a meeting with compliance. So risk second, once I trust the merchant model.
- Hamza AkhtarThat's a sensible order. I'll shape the training around it. Elena, our CSM, will own the adoption side once we're live, so I'll bring her in around the time the CRM data is loading, so she isn't meeting you cold.
- Jonas AlbrechtFine. Does she need anything from me?
- Hamza AkhtarOnly a list of the people for the first group and a sense of what questions they ask all day. Not a big exercise.
- Jonas AlbrechtI can get the account managers to write down five of their most annoying questions each. That's the real test set.
- Hamza AkhtarOh, that's very good. Actually that's better than anything we'd have designed. If they're annoying questions, the brain either answers them or it doesn't, and we find out quickly.
- Jonas AlbrechtRight. And I'll mark which ones I know the answer to already. So I can check it against the load, not against opinion.
- Hamza AkhtarBrilliant. Let's call that the acceptance set. Is that fair? We use it before anyone else is invited.
- Jonas AlbrechtAcceptance set. Yes. Write that down somewhere formal.
- Hamza AkhtarWill do. Okay, let me stop sharing for a moment. Can I ask about the refresh? Your people will expect fresh data in the morning.
- Jonas AlbrechtThey will. My pipelines finish well before the working day, so it's whether the brain's refresh sits after mine or alongside it. If it runs while my loads are still going, it reads half a picture.
- Hamza AkhtarYes, exactly that. The brain's nightly refresh is meant to be complete by seven in the morning, your local time, on business days. So we want it to start after your loads have finished, not before. What time do yours normally complete?
- Jonas AlbrechtI'd need to look at the history before I say. I don't want to guess a time and be wrong by an hour. I'll pull the last month of load history and send you the latest finish.
- Hamza AkhtarThat's all I need. If your latest finish is comfortably before the refresh, we're fine. If not, we adjust our start, not your pipelines.
- Jonas AlbrechtGood. I would not want to move my pipelines for it.
- Hamza AkhtarNo. Wouldn't dream of asking.
- Jonas AlbrechtNext question. What happens when a source goes quiet? Say the CRM export stops, or somebody changes a field. How do I find out?
- Hamza AkhtarGood one, and it connects to what happened on Sunday. The admin view shows each connector and the number of records indexed. If a connector's count goes flat for a few days, that's your sign. It doesn't shout at you, you have to look, or we raise it in the reviews.
- Jonas AlbrechtSo it doesn't alert.
- Hamza AkhtarNot on its own, no. I'd rather be straight about that. What I'd suggest is you add a check on your side, against the connector's record count, and we'll go through the numbers together every few weeks at first.
- Jonas AlbrechtFine. I'd rather own the check anyway. I'll write it as a query and keep it with the documentation.
- Hamza AkhtarThat would be great. If you're happy to share it, other customers' admins would find it useful, but only if you're comfortable. No pressure.
- Jonas AlbrechtWe'll see. Let me see if it works first.
- Hamza AkhtarOf course. Right. Documentation, then, because you mentioned it. What does an auditor need that I can help with?
- Jonas AlbrechtA list of every role, every grant, who approved it and when. A diagram of what reads from what. And a plain statement of what the brain can and can't write. Does it write anything back to the CRM?
- Hamza AkhtarNo. It reads, indexes and answers. It doesn't write back to your source systems. I'll confirm that in the written pack so you're not relying on me saying it on a call.
- Jonas AlbrechtYes, please. I want it in a document I can attach.
- Hamza AkhtarDone. So I'll produce a pack: the role and grants as you ran them, a diagram of the connectors, the data residency note, and the answer on the model calls once security have come back.
- Jonas AlbrechtAnd the contract dates. My manager will want the term in the same place. The order form runs to 2 Feb 2027, correct?
- Hamza AkhtarContract end is 2 Feb 2027, and the renewal date on our side is 3 Feb 2027. I'd double check wording against the executed order form, which is what governs, but those are the dates I have.
- Jonas AlbrechtFine. That's fifty thousand pounds a year, I believe, yes?
- Hamza Akhtar£50,000 a year, yes, that's the contracted annual figure for Growth. And that matches what's been invoiced, as far as I can see. If your finance team has a question on that, Matteo, our account owner, is the right person, not me.
- Jonas AlbrechtNo questions. I only want the number in the file.
- Hamza AkhtarUnderstood. Okay. Let me think what's left. Training. We'll want a session for the first group once the acceptance set passes. Roughly an hour, hands on, on your data.
- Jonas AlbrechtNot before the acceptance set passes. And not the same week as month end. The account managers will not turn up.
- Hamza AkhtarNoted. Away from month end. I'll check the calendar when we get there and propose a couple of slots rather than guess today.
- Jonas AlbrechtGood.
- Hamza AkhtarThere's one more thing I should flag, so it isn't a surprise. Seeing the data as the account managers will see it often exposes cleanliness problems that nobody knew about. Duplicate merchants, missing owners. The brain doesn't create these, it just makes them obvious.
- Jonas AlbrechtI know. That's half of why I wanted it. Cheaper to find out from the brain than from a regulator.
- Hamza AkhtarHa. Yes. Well, that's a good way to frame it to the account managers too, if you want. They'll resent being told their data is messy, but they'll accept finding it before someone else does.
- Jonas AlbrechtI'll leave the framing to whoever's good at framing. I'll just fix the records.
- Hamza AkhtarThat's the split I'd go for. Right, I think we've covered it. Let me read back what I've got, and you stop me if I've got it wrong.
- Jonas AlbrechtGo on.
- Hamza AkhtarOne. You create the brain's read only role on Wednesday morning, test it yourself, and send me the statement you ran. Two. I review that and start the CRM connector, then the helpdesk. Three. You send me the latest finish times from your load history so we can set the refresh after them. Four. You name one person from merchant risk and one account manager, and put them in the ticket. Five. The account managers write their annoying questions, and you mark the ones you can verify. Six. I come back with the written pack, including the answer on model calls.
- Jonas AlbrechtThat's right. Add one. The record count check is mine, I'll write it, no date on it.
- Hamza AkhtarAdded. Seven. Your record count check, your pace.
- Jonas AlbrechtGood. And if the role takes longer than Wednesday, I'll say so in the ticket, not the day after.
- Hamza AkhtarAppreciated. Honestly, say so early and I'll rearrange things. What I don't like is silence.
- Jonas AlbrechtNoted. I don't do silence. I do terse.
- Hamza AkhtarHa, I can live with terse. Is there anything you wanted to ask that we haven't touched?
- Jonas AlbrechtOne thing. Support. If the brain gives a wrong answer and the account managers escalate, who do they call, and how fast? I want to say that in the kickoff to the team.
- Hamza AkhtarThey raise a ticket through the usual route and on Growth a priority one gets a first response within one business hour. For how-to questions it's slower, naturally. And during onboarding you've got me directly, which is not forever, but it's a good few weeks yet.
- Jonas AlbrechtOne business hour. Okay. I'll say that and I'll say you gave it to me on a call, so you're on record.
- Hamza AkhtarI am quite happy to be on record. It's in the service terms as well, so it isn't me being generous.
- Jonas AlbrechtGood. Then I've nothing else.
- Hamza AkhtarBrilliant. Then I'll send a short follow up today with those seven points, so you've got it written down. And I'll book the next one for after the CRM is loading. Does a week on Wednesday sound sensible, same time?
- Jonas AlbrechtNot Wednesday, that's my role day, and I'll be testing. Make it Thursday, same time.
- Hamza AkhtarThursday it is, quarter to one again. I'll send the invite.
- Jonas AlbrechtFine. One last practical thing. The recorder on this call, where does the transcript go? I'd like it in the ticket, not floating around.
- Hamza AkhtarIt stays on our side, and I'll attach the notes to the ticket rather than the whole recording. If you want the full transcript, say so and I'll add it.
- Jonas AlbrechtNotes are enough. Thanks.
- Hamza AkhtarNo problem. Thanks, Jonas, this was useful. I know you'd probably rather be fixing the column rename.
- Jonas AlbrechtI've fixed it. Now I'm going to eat lunch. Speak soon.
- Hamza AkhtarEnjoy it. Speak soon, cheers.
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