Brenneck Pay / BG-Demo – Check In
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Brenneck Pay · 27 Jul 2026 13:45
Katrin Vogelsang says the merchant risk team now works from the same page and arguments are about merchants, not data. Compliance expansion and the renewal price are open, and she wants written terms before her budget round.
What was said
What this says
As at Fri 9 Oct 2026Katrin Vogelsang says the merchant risk team now works from the same page and arguments are about merchants, not data. Compliance expansion and the renewal price are open, and she wants written terms before her budget round.
What happened: Elena Novak ran a check-in with Katrin Vogelsang covering usage, one high priority ticket, the risk team and renewal timing. Active users are up on the previous quarter, with plenty of headroom inside the 40 licensed on Growth.
Customer view: Katrin says the account managers and risk analysts now mostly look at the same page. She is still the largest single asker and accepts that is a key-person risk.
Commercial: The order form shows £50k a year, invoices match and nothing is overdue, with renewal on 3 Feb 2027. Katrin asked whether the price will stay the same, and Elena will ask Matteo Ricci, the account owner, to confirm in writing.
Watch: Compliance case management records may need a new connector, and Katrin has no answer from compliance yet. The ticket was a source system change fixed the same day, and she wants the root cause in writing.
Themes
As at Fri 9 Oct 2026Theme
Usage growth and renewal
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 ask Matteo Ricci to confirm renewal terms in writing, with Katrin in copy, before her budget round.
- Katrin to name four account managers, and Elena to run the short session on their own merchants.
- Elena to send the written definition of an active user, the ticket root cause, the data region confirmation and a one page note on roles and permissions.
Risks
As at Fri 9 Oct 2026- Katrin is still the largest single asker, so the brain depends too much on one person's habits.
- The renewal price question is unanswered while her budget process starts well before the end of the year.
- Connecting compliance case management records may need extra connectors, and compliance has not yet agreed.
Opportunities
As at Fri 9 Oct 2026- Compliance and the wider merchant risk team could become new users, still inside the 40 licensed on Growth.
- The Growth dashboards builder could give risk and account teams their own arrangement of the merchant data.
Transcript
Elena NovakHello Katrin, good afternoon. Can you hear me all right on your side?
Katrin VogelsangYes, hello Elena, good afternoon. I hear you well. My camera takes a moment, sorry. There, now you see me.- Elena NovakI do, thank you. Before we start, to confirm, I sent the agenda yesterday by email: usage since the last quarter, the ticket from last month, your plans for the merchant risk team, and then the renewal timing. Does that still work for you?
- Katrin VogelsangYes, it works, I have it open here. I have also two small points of my own for the end, about the evidence for our auditors. But first your points, please.
- Elena NovakOf course. We will add them as item five. How has your week been? You had the heat in Frankfurt, I think.
- Katrin VogelsangOh, yes, it was too hot for the office. We have air conditioning but it was still difficult. Today is better. And Amsterdam, is it also warm?
- Elena NovakWarm, but with some rain this morning, so it is fine. Good. Then let me share the screen, one moment, and show you the usage view.
- Katrin VogelsangYes, take your time. Mm.
- Elena NovakSo, you should see the usage page for Brenneck Pay now. The first thing, to be precise about what we are looking at: the average number of active users over the last thirty days is just over eleven. Compared with the previous quarter, that is more than half as many again. So the direction is clearly good.
- Katrin VogelsangThat is nice to hear. But what is the source? I would like to know what you count as active. Is it a login, or somebody who actually asks something?
- Elena NovakA fair question. To confirm, the figure comes from the activity log of the brain inside your own Snowflake account, and a user is counted when they have done something in the thirty days, not only logged in. I will send you the exact definition in writing, so that you have it for your records.
- Katrin VogelsangGood, thank you. That is the kind of sentence I can put in a note. Please add it to the minutes. I will ask for the same when the auditors come in the autumn.
- Elena NovakAs agreed, I will include it. And as you know, you are licensed for forty users on Growth, so we have a lot of headroom at the moment. I do not say that as a problem, only as a fact.
- Katrin VogelsangYes, I know. It was my plan. I did not want everybody to start at once. First account managers, then the risk people, and then we see.
- Elena NovakThat is a sensible way. May I ask where the growth is coming from? In the view I see that the merchant risk users have started to appear, but I would like to hear it from you rather than guess.
- Katrin VogelsangYes, exactly. After the workshop with your team, two of the risk analysts began to open the merchant view before our weekly merchant review. Before, they had their own spreadsheet and the account managers had theirs, and every Monday we argued whose number was right. Now, mostly, we look at the same page.
- Elena NovakMm. That is exactly the purpose why you bought it.
- Katrin VogelsangYes. Not completely, to be honest. There are still some arguments. But they are now about the merchant and not about the data. This is a big difference for me.
- Elena NovakThat is a good way to say it. Can I show you the next part? It is the questions asked. Here you see the month by month view, and this month is the highest since you started. Also, please look at the list on the right: who asks them.
- Katrin VogelsangLet me guess. A big part is me.
- Elena NovakI will be careful how I say this. You are still the largest single person, yes. It is not unusual for a champion, and it is a good sign that you use it. But for the long term I would like the share to be more spread, so that the brain does not depend on one person's habits.
- Katrin VogelsangNo, you are right, and I have thought about it. If I am on holiday, what happens? I think two of the account managers could ask more. They still send me their questions by chat and I put them in. Which is funny, because it is not necessary.
- Elena NovakThen perhaps a short practical session for the account managers, thirty minutes, with real merchants they know. I can run it from Amsterdam. I will make sure that the examples use your own merchants and not a demo set.
- Katrin VogelsangYes, please. That is useful. Let us agree the next step for that: I will name four people from my side and send you the names. Not today, I need to check holidays.
- Elena NovakPerfect. I note it as an action for you, and the session as an action for me. Shall we go to the second item, the ticket?
- Katrin VogelsangYes. The one from last month, I think. It was marked high priority, correct?
- Elena NovakYes. There was one ticket in the last thirty days and it was the high priority one. I have the history here. Do you want me to read what it says, or would you rather tell me how it felt on your side?
- Katrin VogelsangBoth, please. But first my side. One morning the merchant view for one of the sources looked the same as the day before, and a risk analyst noticed that a recent change was missing. For a moment I was worried, because in our business a missing change can be a real problem.
- Elena NovakUnderstood. And that is why you raised it as high priority, which was the right decision. From the record, the support engineer picked it up quickly, found that the source system had changed something on its side, and the connection was set right the same day. The nightly refresh then ran normally, complete before seven in the morning, Frankfurt time.
- Katrin VogelsangYes, this matches what I remember. What I would like is the root cause in a paragraph. Not for me, for the file. If somebody in two years asks what happened, I do not want to say I think it was something with the export.
- Elena NovakAbsolutely. I will ask support for the written root cause and I will send it to you with the ticket history. To confirm, you will receive it from me, not only an automatic message.
- Katrin VogelsangGood. And is the same likely to happen again? Because if our processor changes the format every few months, I would like to know.
- Elena NovakI cannot promise that a source will never change, nobody can. What I can say is that when the number of records indexed stops moving for a source, we see it on our side, and I would like us to agree that somebody tells me before it becomes a ticket. Let me put it as: if your team changes anything in a connected system, a short note to me is enough.
- Katrin VogelsangThat is reasonable. We have a change calendar. I can add you to the list of people who receive the entries that touch the merchant sources. Let me check with my IT colleagues that it is allowed, it is internal.
- Elena NovakThank you, that would be very helpful. Then I write it as an action for you, to check with your colleagues in IT.
- Katrin VogelsangYes. Next, your third point, the risk team. We are, how do you say, at the beginning. Two analysts use it. I would like the whole team, and then I would like compliance to look at the merchant view too.
- Elena NovakThat would be a new group of users, but still inside the forty you have. So from a licence point of view there is no change needed. Would compliance need anything from sources that are not connected today?
- Katrin VogelsangI think yes, possibly. They have the case management records for complaints and for suspicious activity reviews. Today it lives in its own system and nobody outside the team looks. I do not know yet if they will allow it. This is sensitive.
- Elena NovakOf course. Then let us do it in the proper order. First your compliance colleagues decide whether they want to connect it at all. If they do, we look together at what it needs, how many connectors you are using and whether it fits in Growth, and how the data stays in the EU region as it does now. I do not want to promise before we know.
- Katrin VogelsangYes, this is right. I do not want a surprise in the invoice either. I will talk to the head of compliance in the next weeks and come back to you with a yes or a no.
- Elena NovakMm, thank you. And in the same conversation, may I suggest I join for ten minutes if she wants to hear how the access rules work? I know that for a supervised institution that is usually the first question.
- Katrin VogelsangShe will ask exactly that. Yes. Please prepare a short written description, one page, who can see what. Then I can send it before the meeting and she is not surprised.
- Elena NovakAs agreed. One page on roles and permissions, and where the data is stored. I will make sure that it is accurate and written in plain language and not as a product brochure.
- Katrin VogelsangVery good. That also brings me to my own points, if I may do them now, because they belong together.
- Elena NovakPlease, go ahead.
- Katrin VogelsangSo, first. Our auditors will ask about the data location. We told them the data stays in an EU region and that BG-Demo runs inside our own Snowflake account. They will want something written and dated, not only my statement. Second, they will ask who at BG-Demo can access it, and whether there is a log.
- Elena NovakThat is clear. For the first, I will prepare a written confirmation of the region where the brain and its data sit, based on your order form and the setup. For the second, to be precise, I need to check what we can extract and in what format before I promise a document. Can I come back to you on that one in writing?
- Katrin VogelsangYes, but please with a date. You know me, I do not like open ends. When can I expect the answer to the second one?
- Elena NovakI understand. I would rather give you a real date than a guess. Let me ask the engineering team what the extract looks like and when it is possible, and I will put the date in the minutes today. I will not say something now that I cannot stand behind.
- Katrin VogelsangFine. That is honest. I accept it. The minutes today, then.
- Elena NovakYes, the minutes will carry the date of today, Monday 27 Jul 2026, and the actions with the owner next to each. Now may I go to the last of my items, the contract and the renewal? Only to set the timing, nothing is urgent.
- Katrin VogelsangYes, please. I know the contract started in February, and I would like to know what is the date from which we have to decide something.
- Elena NovakSo, to confirm what I have in front of me. You became a customer on Tuesday 3 February 2026. The current term ends on 2 Feb 2027, and the renewal date is 3 Feb 2027. Your order form shows £50,000 a year, and the invoices match that, £50,000 a year, with nothing overdue.
- Katrin VogelsangYes, finance has told me the invoice was paid on time. They are happy that it is simple. What is the source for the renewal date, is it the order form?
- Elena NovakYes, the executed order form is the source. I will quote the clause in the minutes so that you can see it yourself.
- Katrin VogelsangGood. And will the price stay the same? I know that I should not ask this early, but my budget process starts well before the end of the year.
- Elena NovakIt is not too early, it is a sensible question. The commercial terms belong to Matteo Ricci, your account owner, and I do not want to improvise on his behalf. What I will do is ask him to confirm in writing what the renewal terms look like for your budget, and I will copy you. I will not give a number today that I cannot support.
- Katrin VogelsangYes. That is fine. Please ask him to tell me before the budget round, so that I do not have to ask twice.
- Elena NovakNoted. And from my side, I will propose a review of the year before the renewal notice period, so that when we talk about the contract we also have the value in front of us: the questions asked, who asks them, and what changed for the merchant teams. You mentioned auditors, so I would like it to be something you can show.
- Katrin VogelsangI like that. A page with the facts and the source for each, and not only a nice chart. Then I can show it to my director without a long speech.
- Elena NovakExactly the idea. One more thing, for the invoices. You said finance is content, but if your finance team wants copies of the invoices for the audit file, I can ask our Finance team to send them. I will have to check with them first how and when, so I will not give you a date now.
- Katrin VogelsangUnderstood, and I think it is not urgent. Let me ask my colleagues if they need it at all. Maybe they have everything already.
- Elena NovakGood, then I leave it with you. Is there anything else on usage or the product that you wanted to raise? Something that annoys you, even small?
- Katrin VogelsangSmall, yes. In the merchant view the order of the fields. The risk people want the chargeback information higher up and the account managers want the contact notes. At the moment it is a compromise and nobody is happy.
- Elena NovakThat is a useful comment. In Growth you can build dashboards, so each team could have its own arrangement of the same merchant data, instead of one compromise. Would that help, or is it too much work for your side?
- Katrin VogelsangMaybe it helps. But who builds it? I do not have the time, and the analysts also not.
- Elena NovakWe can do the first one together in the training session I proposed, as an example, and then your people can copy it. I would not want you to carry it alone. Let me add it to the plan as an option, and you decide after you see it.
- Katrin VogelsangYes, that is fine. As an option. Do not make it a big project.
- Elena NovakAgreed, small. So, let me read back the actions, and please stop me if something is wrong. Number one, for me: the written definition of an active user, and the root cause from the ticket, with the history. Number two, for me: the written confirmation of the data region and the one page on roles and permissions.
- Katrin VogelsangYes. Continue.
- Elena NovakNumber three, for me: the answer from engineering about the access log extract, with a date, in today's minutes. Number four, for me: ask Matteo to confirm the renewal terms in writing, with you in copy, and plan a review of the year before the renewal notice. Number five, for me: the short session for the account managers on their own merchants, with the dashboard example.
- Katrin VogelsangGood. Mine are: the four names for the session, the question to the head of compliance about the case management records, adding you to the change calendar after I check with IT, and asking finance whether they need invoice copies. Did I forget something?
- Elena NovakNo, that is complete. Four from you, five from me. I will send the minutes this afternoon, and I will put your name next to each of yours so it is clear.
- Katrin VogelsangWonderful. And honestly, thank you for the preparation. It was a clear call. I will tell my director that the numbers are going in the right direction.
- Elena NovakThank you, Katrin, that is kind. It is your team who made it happen. Have a good rest of the week, and enjoy the cooler weather.
- Katrin VogelsangYou too, Elena. Viele Grüße, and speak soon. Bye.
- Elena NovakKind regards, goodbye.
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