Vellacott Payments / BG-Demo – Onboarding
Callcompleted
Vellacott Payments · 6 Aug 2025 11:30
Onboarding call on 6 Aug 2025. Connector order agreed, CRM first. Complaints head will own the data once she understands what happens to case notes, and the CRM has duplicate marketplace clients.
What was said
What this says
As at Fri 9 Oct 2026Onboarding call on 6 Aug 2025. Connector order agreed, CRM first. Complaints head will own the data once she understands what happens to case notes, and the CRM has duplicate marketplace clients.
What happened: Hamza confirmed the connector order, with the finance system last because of access questions. Femi's service account exists, but the network policy still needs security review.
Customer view: Tomasz said he wants the five-person team plus Femi only, and nobody else until the data is right. The complaints head is willing to own the data but worries about free-text case notes.
Commercial: Hamza pointed to the Enterprise field scoping and in-account data as the answer. That is a direct use of what was sold, and he offered a short call with her.
Watch: Duplicate marketplace clients in the CRM undercut the whole-client view. Single sign-on approach is undecided, and the refresh must wait for late customer batch jobs.
Themes
As at Fri 9 Oct 2026Theme
Connector order, complaints ownership
Importance
neutral
Sentiment
positive
Voice
decision-maker
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Hamza Akhtar sets up a short call with the complaints head and sends the field scoping notes.
- Femi completes the security paperwork today and pulls the worst duplicates list by Friday.
- Femi brings the single sign-on decision to the next call.
Risks
As at Fri 9 Oct 2026- Complaints head has not signed off as owner until she understands how case notes are used.
- Network policy review by the customer's security team is still open, which blocks the CRM load.
- Duplicate marketplace clients in the CRM could give a fragmented picture.
Opportunities
As at Fri 9 Oct 2026- Enterprise field scoping and in-account data directly answer the complaints head's concern.
- A small trusted group of five plus Femi can be the base for wider rollout across the 150 licensed users.
Transcript
Hamza AkhtarHello, can you hear me alright?
Tomasz WiśniewskiYes, loud and clear. Morning, Hamza. Femi is just joining, I can see him in the lobby.
Femi OlatunjiMorning, sorry, I was stuck on another call. Is my audio okay? I've got a new headset.- Hamza AkhtarSounds fine to me. Bit grey in London today, is it the same where you are?
- Femi OlatunjiSame. Rain on the window, which is at least a reason to stay in.
- Tomasz WiśniewskiOkay. Let me be concrete, because I like to start with the three actions from last time. One, Femi confirms the service account inside Snowflake. Two, Hamza sends the order of connectors. Three, I name an owner for the complaints data. Where are we?
- Hamza AkhtarI can take mine first. The connector order went over yesterday afternoon, it should be in your inbox. I put the CRM first, then the helpdesk, then the call recorder, and the finance system last.
- Tomasz WiśniewskiYes, I have it. Why finance last?
- Hamza AkhtarMostly because it has the most questions about who can see what. Payments data is sensitive, and I'd rather we have the access model settled before we load anything from there. The others are lower risk, so they give us a quick win.
- Tomasz WiśniewskiFine. I agree. Femi?
- Femi OlatunjiSo, the service account. Yes and no. It's created, it has the role, and I tested it on a small schema. What I haven't done is the network policy side, because our security team want to look at it again, since we're a regulated firm.
- Tomasz WiśniewskiWhat's the owner of that? Who in security?
- Femi OlatunjiA colleague in our security team. I'll chase them today, they were fine with the principle during the review before we signed. It's just paperwork now.
- Tomasz WiśniewskiGood. We close this today, then. Femi, send me a note when it's done, even one line.
- Femi OlatunjiWill do.
- Hamza AkhtarAnd Tomasz, the third one, the complaints data owner?
- Tomasz WiśniewskiYes. It's the head of our complaints team. I spoke to her on Monday. She is happy to be the owner but she wants to understand what the brain will do with the case notes before she signs off. Free text, you know, sometimes names, sometimes details we don't want floating around.
- Hamza AkhtarThat's a fair worry, and it's what the Enterprise controls are for. We can scope which fields get indexed, and the whole thing runs inside your Snowflake account, so the data doesn't leave your environment. I can show her that on a short call if that helps.
- Tomasz WiśniewskiYes, please. Let's do that. Femi, can you join as well? She'll have technical questions.
- Femi OlatunjiSure, put it in the diary.
- Hamza AkhtarRight. Let me share my screen and walk through the setup plan, so we're all looking at the same thing. Can you see it?
- Tomasz WiśniewskiYes, I see the table.
- Hamza AkhtarOkay. So there are three phases. First, the foundation: the account, the roles, the first connector. Second, the connectors in the order I sent. Third, the people side, which is single sign-on, provisioning and getting teams onto it. You're licensed for one hundred and fifty users, so provisioning matters.
- Femi OlatunjiOn the single sign-on, our identity team is still deciding between two approaches. I don't want to promise a date.
- Hamza AkhtarThat's fine, it's the last phase anyway. We don't need it for the first users, they can come in with invitations. I'd just like to know the approach a couple of weeks before we get there.
- Tomasz WiśniewskiFemi, owner for that decision?
- Femi OlatunjiMe, with our identity team. I'll get you an answer by the next call.
- Tomasz WiśniewskiGood. Write it down, Hamza.
- Hamza AkhtarWritten. Now, for the first connector, the CRM. Femi, what's the state of the data there? Anything odd I should know about before we point the brain at it?
- Femi OlatunjiHonestly, it's decent for accounts and contacts. The partner fields are messy. Marketplace clients have been entered a few different ways over the years, so you will see duplicates. Same client, slightly different names.
- Tomasz WiśniewskiThat's the main reason I wanted this. Each marketplace client seen whole. If we have three versions of one client, the brain will show three half pictures.
- Hamza AkhtarUnderstood. We don't have to fix it before loading. What I'd suggest is that we load it as it is, look at what the duplicates actually look like, and then decide whether you clean at source or we map them. Cleaning at source is better in the long run, but it shouldn't block us.
- Tomasz WiśniewskiAgreed. Femi, can you pull a list of the worst ones? Not all, just the worst.
- Femi OlatunjiYeah, I can do a rough query. Give me until Friday.
- Tomasz WiśniewskiFriday. Okay.
- Hamza AkhtarLet me show you what the first load will look like, so it's less abstract. This is a demo space, not your data, but the shape is the same. Each client gets a page, and under it you see calls, emails, tickets, and the questions people asked about it.
- Tomasz WiśniewskiMm. And the complaints sit on that same page?
- Hamza AkhtarOnce the helpdesk or whichever system holds them is connected, yes. That's the idea of the Enterprise setup you bought, partnerships, onboarding and complaints looking at one client together.
- Tomasz WiśniewskiGood. That is exactly the picture. Let me be concrete about who uses it first. Five people in my team, plus Femi. Nobody else until the data is right.
- Hamza AkhtarThat's sensible. Small group, quick feedback. I'd rather have five people who trust it than a hundred and fifty who tried it once.
- Tomasz WiśniewskiHa, yes. Exactly.
- Femi OlatunjiHamza, one technical thing. For the nightly refresh, when exactly does it run? Our batch jobs finish late sometimes and I don't want you reading half-written tables.
- Hamza AkhtarGood question. The refresh is meant to be finished by seven in the morning, your local time, on business days. So if your batch lands before it starts, we're fine. If it runs late, we should talk, and we can look at a dependency so it waits.
- Femi OlatunjiOkay, mine normally finishes well before then. I'll watch it for a week and tell you if there's drift.
- Tomasz WiśniewskiGood. So, summary. Femi, security paperwork today, identity decision by next call, duplicates list by Friday. Hamza?
- Hamza AkhtarI load the CRM connector once the network policy is confirmed, and I set up the short call with your complaints head. I'll also send the field scoping notes so she has something to read first.
- Tomasz WiśniewskiAnd me, I confirm the complaints owner once she's seen the scoping. Right. Anything else?
- Femi OlatunjiNot from me.
- Hamza AkhtarNothing here. Thanks both, that was useful.
- Tomasz WiśniewskiCheers, Hamza. Speak soon.
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