Vellacott Payments / BG-Demo – Onboarding
Callcompleted
Vellacott Payments · 25 Jul 2025 13:15
Onboarding call with Tomasz Wiśniewski and Femi Olatunji. CRM and helpdesk go first, the onboarding tracker sheet second. A small group of users starts while the data is checked, ahead of any wider invite.
What was said
What this says
As at Fri 9 Oct 2026Onboarding call with Tomasz Wiśniewski and Femi Olatunji. CRM and helpdesk go first, the onboarding tracker sheet second. A small group of users starts while the data is checked, ahead of any wider invite.
What happened: Femi has admin access and sees an empty account until the first connector is live. Tomasz will send the client list and arrange a merchant onboarding lead to sit with Femi.
Customer view: Tomasz restated the purpose: partnerships, merchant onboarding and complaints should see each client whole. He does not want anyone judging a half-empty brain.
Watch: Onboarding status sits partly in a shared sheet that Tomasz admits is not a proper system. Hamza Akhtar called it the least stable kind of source, so it follows the CRM and helpdesk.
Commercial: The pilot is about five people against a 150 user licence, so seat headroom is large. SSO is expected early, pending the IT colleague.
Themes
As at Fri 9 Oct 2026Theme
Onboarding and first connectors
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- Femi Olatunji provides CRM and helpdesk credentials by Tuesday.
- Tomasz Wiśniewski arranges the merchant onboarding lead to sit with Femi by Wednesday.
- Hamza Akhtar configures the connectors and runs the first refresh once credentials arrive.
Risks
As at Fri 9 Oct 2026- The onboarding tracker is an unstable shared sheet and needs a merchant onboarding lead to explain its columns.
- A slow first sync or a half-empty brain could damage first impressions with the pilot users.
- SSO timing depends on an IT colleague who has not yet agreed a date.
Opportunities
As at Fri 9 Oct 2026- Pilot of about five users on a 150 user licence leaves clear room to widen once the first load is checked.
- Access groups mapped on top of Snowflake roles give a reason for a follow-up working session.
Transcript
Hamza AkhtarHello, can you both hear me alright?
Tomasz WiśniewskiYes, loud and clear. Good afternoon, Hamza. Femi is just joining, I can see him in the lobby.
Femi OlatunjiSorry, sorry. Previous meeting overran. I'm here now. Can you hear me? My headset was being difficult.- Hamza AkhtarPerfectly fine. Afternoon, Femi. Lovely, that's everyone. How's the week been?
- Tomasz WiśniewskiBusy. Friday, so everybody is trying to close things before the weekend. But good. Let me be concrete and start with the three actions from last time, if that is okay.
- Hamza AkhtarPlease do. I've got them written down but I'd rather hear them from you.
- Tomasz WiśniewskiOne, Femi gets admin access to the Snowflake account for the brain, so he can see what is being created. Two, we send you the list of marketplace clients we want to see first. Three, we decide which systems connect first. Femi, where are we on one?
- Femi OlatunjiOne is done. I got the role approved on Monday, and I've logged in and looked around. It's quite empty at the moment, which I assume is expected.
- Hamza AkhtarYes, that's expected. You'll see the schemas and the warehouse we set up, but nothing is loaded until the first connector goes live. So that's what today is really for.
- Tomasz WiśniewskiTwo, the client list. I have it. It's a short list, the marketplace clients where complaints and onboarding issues have been hardest to see together. I will send it today. What's the owner? Me. Today.
- Hamza AkhtarGreat. That helps, because I'd like the first load to be built around those clients rather than everything at once.
- Tomasz WiśniewskiExactly. We bought this so partnerships, merchant onboarding and complaints see each client whole. Not three teams, three spreadsheets.
- Hamza AkhtarRight. So that's the third action, then. Which sources feed that picture? I'd suggest we think in three groups: the CRM for the client and contract side, the helpdesk for tickets and complaints, and then wherever your onboarding status lives.
- Femi OlatunjiOnboarding status is the awkward one. Some of it is in the CRM, and some is in a tracker the merchant onboarding team keeps. It's not a proper system, honestly. It's more of a shared sheet that has grown.
- Tomasz WiśniewskiIt is a sheet. I will not pretend. But it is the truth for onboarding, so we cannot skip it.
- Hamza AkhtarNo, understood. We can bring a sheet in, but it's the least stable kind of source, so my suggestion is we start with the CRM and helpdesk, prove the shape, and add the tracker second. Does that sit right?
- Femi OlatunjiThat sounds sensible to me. The CRM and helpdesk have proper service accounts already, so I can sort credentials quickly. The tracker I'd want to tidy first anyway.
- Tomasz WiśniewskiGood. Who tidies the tracker? Femi?
- Femi OlatunjiI can do the structure. But somebody from merchant onboarding needs to confirm what the columns actually mean. I don't want to guess.
- Tomasz WiśniewskiFine. I will ask the lead for merchant onboarding to sit with you for an hour. That is my action. By Wednesday.
- Hamza AkhtarBrilliant. Let me write that down. So, Tomasz, the lead from merchant onboarding with Femi, by Wednesday.
- Tomasz WiśniewskiYes.
- Hamza AkhtarNow, a couple of things from our side so nobody is surprised. You're on Enterprise, so the security review is behind us, and the plan assumes your single sign-on is switched on early. Femi, is that something your identity people are expecting?
- Femi OlatunjiThey know it's coming. A colleague in IT is the person for that, and I'll introduce them to you by email. They want to see the settings page before they agree a date.
- Hamza AkhtarSure, I'll send the configuration notes so they have something to read beforehand. Do you want users provisioned automatically, or by hand to start with?
- Femi OlatunjiAutomatically, eventually. By hand at first, I think. We have only a handful of people using it right now, and I'd like to watch what they ask before we open it to the whole licence.
- Tomasz WiśniewskiAgreed. Five or so people now is the right size. Partnerships operations, two from complaints, and Femi. We grow after the first load works.
- Hamza AkhtarThat's a sensible way to do it. You've got room for one hundred and fifty users on the licence, so there's no pressure on numbers. The pressure is on the data being right.
- Tomasz WiśniewskiYes. I do not want anyone asking questions of a half-empty brain and deciding it is useless. First impressions, they stick.
- Hamza AkhtarI completely agree. So I'd rather hold the wider invite until we've loaded the clients on your list and run a few test questions together. Does that fit with your timeline?
- Tomasz WiśniewskiYes, if the first load is next week. Is that realistic, Femi?
- Femi OlatunjiCredentials for the CRM and helpdesk by Tuesday. Then it's down to how long the first sync takes. I'd not promise more than that.
- Hamza AkhtarThat's honest and it's fine. Once the credentials are in I can have the connectors configured the same day, and the first refresh will run overnight. You'd see records in the morning.
- Femi OlatunjiOvernight, okay. Will it be finished by the morning? Our people start early.
- Hamza AkhtarThe nightly refresh is meant to be complete by seven in the morning on business days. The very first load can take longer because it's pulling history, so I'd treat the first one as a bonus and the second one as the real test.
- Tomasz WiśniewskiGood. Let me be concrete, then. Tuesday: credentials, Femi. Wednesday: tracker conversation, me. Tuesday or Wednesday: client list, me, today actually. Hamza: configuration and first refresh. Next call, we look at real data.
- Hamza AkhtarThat's exactly my list as well. I'll put it in an email this afternoon so it's in writing, with owners.
- Tomasz WiśniewskiPlease. We close this today.
- Femi OlatunjiOne question before we finish. Where do the permissions live? If complaints can see something onboarding shouldn't, is that managed in the brain or in Snowflake?
- Hamza AkhtarGood question. Both, really. The data sits in your Snowflake account, so your own roles apply underneath, and the brain adds access groups on top. I'd suggest we map those together on the next call rather than rush it now.
- Femi OlatunjiFine by me. I'll draft who should see what and bring it.
- Tomasz WiśniewskiGood. Hamza, thank you. Femi, thank you. Cheers, speak next week.
- Hamza AkhtarThanks both. Have a good weekend. Speak soon.
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