Brenneck Pay / BG-Demo – Check In
Callcompleted
Brenneck Pay · 1 Jun 2026 11:30
On the 1 Jun 2026 check-in, Katrin Vogelsang said usage is growing, merchant risk is next to join, and her intention is to continue. She cannot promise the budget, which is decided higher up.
What was said
What this says
As at Fri 9 Oct 2026On the 1 Jun 2026 check-in, Katrin Vogelsang said usage is growing, merchant risk is next to join, and her intention is to continue. She cannot promise the budget, which is decided higher up.
What happened: Elena Novak ran a four-point check-in with Katrin Vogelsang: usage, tickets, next steps and the renewal timeline. Active users average roughly eight over thirty days, nearly three times the previous quarter, against forty licensed.
Customer view: Katrin says account managers and risk now work from the same page, so there is less argument about whose facts are right. She will not use an answer when she cannot see its source.
Commercial: The Growth contract runs to 2 Feb 2027 and the renewal date in BG-Demo's records is 3 Feb 2027, with 90-day notice. Katrin intends to continue but the budget is decided above her, so she wants a one page value summary in the autumn.
Watch: Katrin is still one of the heaviest users. Longer merchant history may be a scope question for implementation.
Themes
As at Fri 9 Oct 2026Theme
Usage growth and renewal intent
Importance
renewal
Sentiment
positive
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Elena Novak to send the usage export and the two tickets with their categories in writing on the day of the call.
- Elena to confirm with the implementation team how far back the history goes and what a longer load would involve.
- Elena to draft the one page value summary, refreshed in the autumn, and propose short training slots using real merchants.
Risks
As at Fri 9 Oct 2026- The renewal budget is decided above Katrin, so her intention to continue is not a commitment.
- Katrin is still one of the heaviest users, and she stops using answers that do not show their source.
- A request for longer merchant history may need implementation work that changes scope.
Opportunities
As at Fri 9 Oct 2026- Rolling out to the rest of merchant risk, and possibly onboarding later, uses headroom within the forty licensed users.
- A one page value summary built from usage and Katrin's own words supports the renewal case.
Transcript
Elena NovakGood morning, Katrin. Can you hear me all right?
Katrin VogelsangGood morning, Elena. Yes, loud and clear. Give me one second, I am closing another window.- Elena NovakOf course, no rush.
- Katrin VogelsangOkay, here I am. How is Amsterdam today?
- Elena NovakGrey, but dry, which is already better than last week. And Frankfurt?
- Katrin VogelsangSunny, almost too warm for the office. We have the windows open, so if you hear a siren from the street, please ignore it.
- Elena NovakNoted. So, to confirm, I sent the agenda yesterday afternoon. Three points, and then a short fourth one at the end. First, usage over the last quarter. Second, the support tickets you raised. Third, what you would like to do next with the brain. And fourth, the renewal timeline, only so that we both have it in writing.
- Katrin VogelsangYes, I have it open in front of me. Good. And I will take minutes on my side as well, so that we have it on both sides.
- Elena NovakPerfect, as agreed. I will send mine today. Shall I start with usage?
- Katrin VogelsangPlease. Though I will say, my feeling is that it is going well. My team uses it every day now. But a feeling is not a number, so let us see the number.
- Elena NovakYes. So, the number of active users over the last thirty days averages roughly eight people. Compared with the previous quarter, that is nearly three times as many. So the growth is very clear.
- Katrin VogelsangNearly three times. What is the source?
- Elena NovakIt comes from the usage report in the admin area of your brain, the active users measure. I will attach the export to my written follow-up, so you can show it to anyone who asks.
- Katrin VogelsangGood, thank you. I ask because the auditor, when she came last time, wanted to know how we evidence that the merchant view is actually used by risk and not only by account management.
- Elena NovakThat is a fair question. To be precise, the report shows users, not teams. But you know who your users are, so I think the two together can make the argument.
- Katrin VogelsangMm. Yes. I can add the team names on my side. That is not a problem.
- Elena NovakGood. And one more thing for context: your licence covers forty users. So at the moment you are using a fairly small share of what you have.
- Katrin VogelsangYes, I know. That is partly on purpose. I did not want to open it to everyone before the first group was comfortable. If I give people access and they have a bad first week, they do not come back.
- Elena NovakThat is sensible, and I would not push you. I only want to be clear that there is room, and no extra cost for it. It is inside the fifty thousand pounds a year that you already contract.
- Katrin VogelsangRight, yes. That is what I remember. Fifty thousand, annual, and the invoice has been paid, I believe?
- Elena NovakYes, nothing is overdue on our side. The invoiced amount matches the order form, so that is clean.
- Katrin VogelsangGood. That is one less thing for my finance colleagues to ask me about.
- Elena NovakNow, who is asking the questions in the brain? This matters, because if one person asks most of them, that is a risk for you. I see a spread, but I would like your view, not only mine.
- Katrin VogelsangHonestly, I think I am still one of the heaviest. I use it before every merchant review. But the account managers have started too. Two of them especially, they ask it things I would never think to ask.
- Elena NovakWhat kind of things?
- Katrin VogelsangFor example, they ask whether a merchant has had a change in the pattern of their disputes, and whether risk has already written anything about it. Before, they would send an email to risk and wait. Now they see the history themselves and then they come to us with a better question.
- Elena NovakThat is exactly the behaviour we hoped for. And it is useful to say it out loud, because I can note it as the value in your own words.
- Katrin VogelsangPlease note it. And note also that it is not perfect. Sometimes the answer is right but it is not clear to me where it came from. And then I do not use it. I need the source, always.
- Elena NovakUnderstood. The answers should show the records they used. If you have an example where it did not, please send it to me and I will look at it with our team. I will make sure that it is checked properly.
- Katrin VogelsangI will find one. I think I have a screenshot somewhere. I will send it with the minutes.
- Elena NovakThank you. So, second point, the tickets. There were two in the last thirty days, and neither was high priority. Do you want me to go through them, or have you seen them?
- Katrin VogelsangI saw them. Well, one of them was from a colleague on my team, so I knew about it. I think both were answered quickly. I did not hear any complaint.
- Elena NovakYes. Both were answered within the time we commit to for Growth. To be honest, for a customer of your size, two small tickets in a month is a healthy sign. It means people are using it and asking, rather than silently giving up.
- Katrin VogelsangThat is a nice way to put it. Though I would like to know if there is a pattern. If both are about the same thing, then it is not a coincidence.
- Elena NovakFair. I looked before this call, and I do not see a pattern. But I will list them with their categories in the follow-up so that you can judge it yourself.
- Katrin VogelsangGood. Let us agree that as the first action.
- Elena NovakYes. Action one, on me: the usage export and the two tickets with their categories, in writing, today. I will note it.
- Katrin VogelsangOkay. Now, third point. What next. I will tell you what I am thinking, and you tell me if it is realistic.
- Elena NovakPlease.
- Katrin VogelsangSo at the moment it is mostly account management and my own team. Merchant risk is in there, but only a few people, because they were sceptical at the start. They said, we already have our own tools. But now that they see the account managers coming to them with better questions, they are curious.
- Elena NovakSo the next group would be the rest of merchant risk.
- Katrin VogelsangYes, the rest of risk. And then maybe, later, the people who handle onboarding of new merchants. But I do not want to say that yet, because I have not discussed it with their manager.
- Elena NovakThat is fine. We can leave it as an idea. For the rest of risk, would you like a short training session? We can do it from Amsterdam, in German or English, as you prefer.
- Katrin VogelsangIn English is fine, they all work in English with the system anyway. But a short one, please. Forty-five minutes is already too long for them. And with real merchants, not with a demo.
- Elena NovakReal merchants from your own data, yes, that is how I would do it anyway. I will propose two or three slots and send them to you with the follow-up.
- Katrin VogelsangGood. Next week would be too early, I think. The week after, perhaps. I have to look at the calendar of the team.
- Elena NovakOf course. I will not fix anything until you confirm. Is there anything about the data itself that you are missing? Any source you would like to see in the brain that is not there?
- Katrin VogelsangHmm. There is one thing that comes up. Risk would like more of the older history, to see how a merchant behaved over a longer time. I am not sure if that is a question of the brain or a question of what we gave it at the start.
- Elena NovakI do not want to guess. It could be either. To confirm, I will ask our implementation team how far back the history goes for each source in your set-up, and I will tell you in writing.
- Katrin VogelsangYes, please. And if the answer is that we need to load more, then please tell me what it needs from my side. I do not want a surprise.
- Elena NovakAs agreed, no surprises. And if it needs work from our side that changes the scope, I will say so clearly, and I will speak to Matteo before I promise anything.
- Katrin VogelsangMatteo, yes, he was the one who did the contract with us. Please say hello from me.
- Elena NovakI will. Then action two, on me: confirm how far back the history goes, and what a longer load would involve. And action three, on you: look at the team calendar for the training session.
- Katrin VogelsangAnd action four, on me also: the screenshot of the answer without a clear source.
- Elena NovakYes, thank you, I have that as well. Now the fourth point, the renewal. It is only to say where we are. Your contract runs to 2 Feb 2027, and the renewal date in our records is 3 Feb 2027.
- Katrin VogelsangSo a bit more than half a year.
- Elena NovakYes. We started on 3 Feb 2026, so you are a little past the first four months. Nothing is needed from you now. I will come to you with a proper renewal conversation well before the notice period, which is ninety days. But I wanted you to hear it from me first, not in a letter.
- Katrin VogelsangI appreciate that. Let me say, so that it is in your minutes: from my side the intention is to continue. I cannot promise for the budget, because that is decided higher up. But I will be the one making the case.
- Elena NovakThank you, that is very clear. Is there anything that would help you make that case? A summary, for example, that you could put in front of your management?
- Katrin VogelsangYes, actually. A one page summary of what changed. The usage, the number of questions, and perhaps a few lines from me about how the work is different. My director likes to see something short that he can read in the lift.
- Elena NovakI can prepare that, and you can correct the wording. I will not put in anything that you did not say yourself. Would you like it before the summer break, or later in the autumn?
- Katrin VogelsangLater is better. Autumn. Otherwise it is old when the budget talks start. But keep a draft, in case I need it earlier.
- Elena NovakUnderstood. Action five, on me: a draft one page value summary, ready for you, and refreshed in the autumn. I will not put a date on it until I have looked at my own calendar, and I will tell you in the follow-up.
- Katrin VogelsangGood. Is there anything else on your list?
- Elena NovakOnly one small thing. Your data stays in the EU region, as contracted. If the auditor or your compliance colleagues ever want that confirmed in writing, I can provide it. You only need to ask.
- Katrin VogelsangThat is helpful, yes. Let me keep that in mind. Probably they will ask at some point, they always do.
- Elena NovakThen I will keep it ready. Anything else from your side, Katrin? Anything that is not working, or that annoys you?
- Katrin VogelsangHonestly, no. It is a good moment. I wanted to say, before we finish, that it is easier now to get people to agree about a merchant. When risk and account management look at the same page, there is less argument about whose facts are right. That is the main thing for me.
- Elena NovakThat is very good to hear, and I will make sure that it is in the summary. Thank you for saying it.
- Katrin VogelsangSo, let us agree the next step. You send the written actions today, with the export, the tickets and the slots for the training. I send my minutes, the team names and the screenshot.
- Elena NovakYes, exactly. And I will come back to you about the history question as soon as I have an answer from the implementation team.
- Katrin VogelsangPerfect. Thank you, Elena. Enjoy the rest of your day, and enjoy the dry weather.
- Elena NovakThank you, Katrin. Kind regards to your team. Goodbye.
- Katrin VogelsangGoodbye.
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