Vellacott Payments / BG-Demo – Onboarding
Callcompleted
Vellacott Payments · 21 Aug 2025 10:45
Onboarding call on 21 Aug 2025 with Femi Olatunji. Complaints data waits on a masking field list from compliance. Use is concentrated on Tomasz, and SSO under Enterprise is the planned way to widen it. Nothing commercial is pending.
What was said
What this says
As at Fri 9 Oct 2026Onboarding call on 21 Aug 2025 with Femi Olatunji. Complaints data waits on a masking field list from compliance. Use is concentrated on Tomasz, and SSO under Enterprise is the planned way to widen it. Nothing commercial is pending.
What happened: Hamza Akhtar reviewed the rollout with Femi. Partnerships CRM and merchant onboarding are live, and complaints is pending until compliance's masking condition is met.
Customer view: Femi is happy with support, saying answers came back "Well within" the window. He worries that use rests on Tomasz and wants more people in before the end of the quarter.
Commercial: Femi asked whether the contract was unchanged at 150 users, and Hamza confirmed the Enterprise terms as signed with nothing pending. SSO and group provisioning are the lever for wider adoption.
Watch: key-person risk on Tomasz, and a single admin until Femi's deputy is confirmed. The notes field is excluded for now, so some complaint context is lost.
Themes
As at Fri 9 Oct 2026Theme
Onboarding, masking, SSO rollout
Importance
neutral
Sentiment
positive
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Femi sends the masking field list on Monday and copies Tomasz.
- Hamza drafts the group-to-role mapping for the identity team and loads complaints once the list is in.
- Femi confirms his deputy admin with the deputy's manager.
Risks
As at Fri 9 Oct 2026- Use is concentrated on Tomasz, so a month away would cut question volume sharply.
- Complaints data is not loaded until compliance's masking field list is sent and applied.
- Femi is the only admin until his deputy is confirmed with the deputy's manager.
Opportunities
As at Fri 9 Oct 2026- SSO and automatic group provisioning under Enterprise can bring more teams in before the end of the quarter.
- Stuck-onboarding questions from the onboarding team show value that no single system gives.
Transcript
Hamza AkhtarMorning, Femi. Can you hear me okay?
Femi OlatunjiMorning, yes, all good. Sorry, just getting a coffee, one second. Right. I'm here.- Hamza AkhtarNo rush at all. Tomasz isn't joining us today, so it's just the two of us. Is that alright?
- Femi OlatunjiYeah, that's fine. He said to carry on and send him the notes. He gets very cross if the notes don't have owners on them.
- Hamza AkhtarI've noticed, and he's right. Every action gets a name, I promise. How's the weather been your side? It's turned a bit grey here.
- Femi OlatunjiGrey and humid. Proper British August. I'd take the heat again.
- Hamza AkhtarHa, fair. Right, let's get going. Where I'd like to start is what's actually loaded. Can I share my screen?
- Femi OlatunjiGo ahead.
- Hamza AkhtarSo this is the status view. Partnerships CRM is live and refreshing every night. Merchant onboarding is live as well, that went in at the start of the week. And complaints is still showing as pending. Femi, is that the compliance question?
- Femi OlatunjiYes. Tomasz did speak to them, and they came back with a condition. They want the fields that identify individual complainants masked before anything lands in the brain.
- Hamza AkhtarThat's a reasonable condition, and we can do it. Masking happens in the pipeline before indexing, so those columns wouldn't be searchable or visible to anyone. What I need from you is the exact list of fields.
- Femi OlatunjiI've got a draft list but I'm not sure it's complete. There's a free text notes field that sometimes has names in it, and I don't know what to do about that.
- Hamza AkhtarGood catch, that's the one that always bites. Options are to leave the notes out entirely at first, or to include them with a redaction rule. I'd lean towards leaving them out to start, get the structured complaint data flowing, and revisit.
- Femi OlatunjiYeah. I think compliance would prefer that too. We lose some context, but nobody can ask me why a name turned up in an answer.
- Hamza AkhtarExactly. Let's do that. Excluded for now, and we'll note the decision so it's not forgotten. Can you send me the list by Monday?
- Femi OlatunjiMonday works. I'll send it and copy Tomasz.
- Hamza AkhtarNext, I saw two tickets come through from you in the last few weeks. Both closed now, but I want to check you're happy with how they went.
- Femi OlatunjiYes. The first one was the onboarding connector failing on a permission, which was my mistake, I'd scoped the account too tightly. Your team spotted it quickly. The second was just a how-to about scheduling.
- Hamza AkhtarNeither was high priority, which is what I'd expect at this stage. And answers came back inside the window?
- Femi OlatunjiWell within, yes. No complaints. It was actually faster than I expected.
- Hamza AkhtarGood. Don't hesitate to raise things, by the way. A quiet queue isn't the goal, a healthy rollout is.
- Hamza AkhtarOkay, usage. About six people active over the last month. Mostly Tomasz and a couple of his team, and you. Are those the questions you hoped people would be asking?
- Femi OlatunjiMostly. Tomasz uses it to pull everything about a marketplace client before a call. Someone from onboarding has been asking things like which clients are stuck waiting on documents. I think that one is genuinely useful.
- Hamza AkhtarThat's a good sign. Stuck onboarding is exactly the sort of thing you can't easily see from one system. Are you worried that it's too concentrated on Tomasz?
- Femi OlatunjiA bit. If he were away for a month the numbers would drop off a cliff. I'd like more people in before the end of the quarter.
- Hamza AkhtarThen single sign-on is the thing that unlocks that. You have it as part of Enterprise, along with automatic provisioning of groups. Did you get a chance to talk to the identity team?
- Femi OlatunjiI did. They're fine with it. They want a written description of what we need, which groups map to which roles. I haven't done that yet.
- Hamza AkhtarI can draft that for you. A simple table: partnerships group gets standard access, onboarding group the same, complaints group restricted until the masking is in place, and you and your deputy as admins. Would that do?
- Femi OlatunjiThat would save me an hour. Yes please. And on the deputy, I have a name. Someone from the platform team has agreed, I just need to confirm it with his manager.
- Hamza AkhtarGreat. Then you won't be a single point of failure any more, which Tomasz will be relieved about.
- Femi OlatunjiHe mentioned it more than once, yes.
- Hamza AkhtarOne last area. Records indexed. Partnerships has been growing steadily, which is what we want. Merchant onboarding is only a few days old so there's not much of a trend yet. I'll keep an eye on it, and if it goes flat I'll tell you before you notice.
- Femi OlatunjiGood. Is the contract still the same? Hundred and fifty users, nothing changed on the commercial side?
- Hamza AkhtarNothing's changed. Hundred and fifty users, the Enterprise terms as signed. If anything about that comes up, it's Sophie Ling or Daniel Okafor you'd speak to, not me, but nothing's pending.
- Femi OlatunjiPerfect, I just wanted to be sure before I told people.
- Hamza AkhtarSo, to recap. You send the masking field list on Monday and the notes field stays out for now. I draft the group mapping for the identity team and send it with the recap. You confirm your deputy with his manager. I'll load complaints once the list is in and tell you when it's live.
- Femi OlatunjiThat's everything, I think. Same time in a couple of weeks?
- Hamza AkhtarI'll put it in the diary. Thanks, Femi. Speak soon.
- Femi OlatunjiCheers, Hamza. Bye.
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