Vellacott Payments / BG-Demo – Onboarding
Callcompleted
Vellacott Payments · 9 Oct 2025 13:00
Onboarding call on 9 Oct 2025. Tomasz says the complaints team pulled a full client picture in minutes. Accounting load is due that night, the recorder approval is the blocker, and he wants broader use beyond his own team.
What was said
What this says
As at Fri 9 Oct 2026Onboarding call on 9 Oct 2025. Tomasz says the complaints team pulled a full client picture in minutes. Accounting load is due that night, the recorder approval is the blocker, and he wants broader use beyond his own team.
What happened: On 9 Oct 2025 Hamza Akhtar walked Tomasz Wiśniewski and Femi Olatunji through the connector plan. The CRM and helpdesk are loading, accounting loads that night, and the recorder waits on an approval in IT.
Customer view: Tomasz said the complaints team pulled the whole picture from the brain in minutes, where before it took three people and Slack messages. He also said he does not want the brain to be a Tomasz tool.
Commercial: Most questions come from Tomasz and two colleagues, a key-person risk. He asked for one dashboard per marketplace client, which Hamza said Enterprise includes.
Watch: Femi suspects client identifiers do not match across CRM and helpdesk, which could hold up the dashboards.
Themes
As at Fri 9 Oct 2026Theme
Connector plan and rollout
Importance
praise
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 Olatunji switches on the accounting load that night and gets the recorder app approved before the end of next week.
- Hamza Akhtar answers the SCIM contractor question by Friday and scopes the shared drive to current partner agreements.
- Tomasz Wiśniewski sends the complaints team names straight after the call.
Risks
As at Fri 9 Oct 2026- Questions come mostly from Tomasz and two colleagues, so the brain is exposed to key-person risk.
- The call recorder cannot load until an IT admin approves the app, promised only for before the end of next week.
- Client identifiers may not match across CRM and helpdesk, which could block the per-client dashboards.
Opportunities
As at Fri 9 Oct 2026- Rolling out to merchant onboarding and then complaints would widen use well within the 150 licensed users.
- Per-client dashboards on the Enterprise dashboards builder would show the customer's own investment in the brain.
Transcript
Hamza AkhtarHello, can you hear me alright?
Tomasz WiśniewskiYes, loud and clear. Afternoon, Hamza.
Femi OlatunjiAfternoon both. Sorry, one second, my headset has decided to reconnect itself.- Hamza AkhtarNo problem, take your time. How's the week been, Tomasz?
- Tomasz WiśniewskiBusy. Two marketplace clients had payout questions on Monday, so the complaints team was loud. But good loud, because they pulled the whole picture from the brain in minutes. Before, it was three people and a lot of Slack messages.
- Hamza AkhtarThat's exactly what we want to hear.
- Femi OlatunjiOkay, I'm back. Can you hear me now?
- Hamza AkhtarPerfectly. Right, shall we start?
- Tomasz WiśniewskiYes. Let me be concrete. Three actions from last time. One, Femi sets up the service account in Snowflake for the accounting connector. Two, Hamza sends the SCIM mapping note. Three, I give you the list of names for the complaints team. Where are we?
- Femi OlatunjiMine is done. I created the role on Tuesday, read-only, scoped to the two schemas you asked for. I did not give it anything wider, because our security people were quite clear after the review.
- Hamza AkhtarGood, that's the right way round. And I can see the connection test from our side, it passes. So we can switch on the first load whenever you are happy.
- Tomasz WiśniewskiWhat's the owner for that switch?
- Femi OlatunjiMe. I'd like to do it out of hours, so it doesn't compete with the finance team's month-end queries.
- Tomasz WiśniewskiFine. Femi, tonight, then. We close this today.
- Femi OlatunjiTonight, yes. I'll post in the channel when it's running.
- Hamza AkhtarSecond action is mine. I did send the SCIM note on Wednesday, but I think it went to Femi only. Tomasz, did you see it?
- Tomasz WiśniewskiNo. Please forward it. And in one line, what do I need to decide?
- Hamza AkhtarOne decision. Whether groups in your identity provider map to teams in the brain one to one, or whether you want a looser mapping, say partnerships as one big group. I'd recommend one to one, because the access then follows the org chart without anyone touching it.
- Femi OlatunjiI'd go one to one as well. The only wrinkle is contractors. We have a couple in merchant onboarding who sit in a different group, and I wouldn't want them to fall out of the mapping.
- Tomasz WiśniewskiMm. Okay. Femi, list the contractors, send it to Hamza. Hamza, you tell us how they are handled. By Friday.
- Hamza AkhtarFriday works. Noted.
- Tomasz WiśniewskiThird action. The names for the complaints team. I have them, I just did not send them. That one is on me, sorry. I will send them straight after this call.
- Hamza AkhtarNo worries at all. While we're on it, a reminder that the licence covers one hundred and fifty users, so you've got a lot of room. Right now you're nowhere near it.
- Tomasz WiśniewskiRight, but usage is much higher than the last quarter. Honestly, higher than I expected for the first weeks. Partnerships is in every day. Merchant onboarding is starting to ask questions.
- Hamza AkhtarI saw that in the activity. It's a healthy curve. Who's asking the most questions, do you know?
- Tomasz WiśniewskiMostly me and two people on my team. That's actually something I want to fix. I don't want the brain to be a Tomasz tool.
- Hamza AkhtarGood instinct. That's the key-person thing we always watch for. The way to fix it is the rollout plan, so let's talk about waves.
- Tomasz WiśniewskiYes. Go.
- Hamza AkhtarMy suggestion. Wave one is partnerships, already running. Wave two is merchant onboarding, once the CRM and the helpdesk connectors are both loading cleanly. Wave three is complaints, because they need the helpdesk history and the call recorder, and those are the heaviest loads.
- Femi OlatunjiSorry, the call recorder. Is that the one that needs the admin to approve the app on their side? Because that is not me, that is a colleague in IT.
- Hamza AkhtarYes, that's the one. Someone with admin rights on the recorder has to approve it once. It takes a couple of minutes, but it does need the right person.
- Tomasz WiśniewskiWhat's the owner?
- Femi OlatunjiI will ask my colleague in IT today. I'll own the chasing, they own the click.
- Tomasz WiśniewskiGood. Not 'we're looking into it'. Date?
- Femi OlatunjiBefore the end of next week.
- Tomasz WiśniewskiOkay. Write it down, please, Hamza.
- Hamza AkhtarWriting it down. Femi, approval of the recorder app by the end of next week.
- Hamza AkhtarCan I share my screen? I want to show you the connector plan as I have it, and you can tell me what's wrong.
- Tomasz WiśniewskiPlease.
- Hamza AkhtarSo, top to bottom. The CRM is configured and loading, the helpdesk is configured and loading, the accounting system loads tonight, the recorder waits on the approval, and the shared drive is last because it's the noisiest. Each one has a column for the owner on your side.
- Tomasz WiśniewskiThe shared drive, I'd like it earlier, actually. The partner agreements live there, and my people ask about contract terms all the time. Is that a problem?
- Hamza AkhtarNot a problem, it's just heavier. We could load only the partner agreements folder first and widen it later. Femi, would that be easy to scope?
- Femi OlatunjiYes, if the folder structure is what I think it is. Let me look at it tomorrow and send you the path. I'm a bit wary of the old archive folders, there's a lot of rubbish in there.
- Tomasz WiśniewskiLeave the archive. Only current agreements. Femi, you send the path, Hamza scopes it.
- Hamza AkhtarDone. I'll move it up to second after the accounting system.
- Femi OlatunjiCan I ask about tickets? We've raised three so far and I want to check I'm using the right route.
- Hamza AkhtarOf course. What were they?
- Femi OlatunjiAll how-to, really. One about filtering by client, one about exporting a page, one about how groups work. They were answered quickly, I'm just not sure whether I should be raising these or asking you directly.
- Hamza AkhtarRaise them. It helps us see what's confusing, and then we fix the guidance. Ask me directly as well if it's blocking, but still log it.
- Tomasz WiśniewskiGood. Femi, same rule for the team. If it blocks you, ask. Then log it.
- Femi OlatunjiUnderstood.
- Tomasz WiśniewskiOne more thing, and then I'm finished. Dashboards. I want one view per marketplace client: onboarding stage, open complaints, last contact, payout questions. Is that doable on our plan?
- Hamza AkhtarYes, Enterprise includes the dashboards builder. It does depend on the CRM and helpdesk records joining on a client identifier, so that's something I'd like to check with Femi once both are fully loaded.
- Femi OlatunjiI suspect the identifiers don't match perfectly. Different teams typed the client names differently over the years. I'll look, and I'll tell you honestly how bad it is.
- Tomasz WiśniewskiGood. Honest is good. So, summary. Femi: accounting load tonight, recorder approval by the end of next week, folder path and contractor list. Hamza: SCIM contractors answer by Friday, scope the shared drive. Me: names for complaints today. Right?
- Hamza AkhtarThat's it exactly. I'll put it in the notes and send them tonight.
- Femi OlatunjiPerfect.
- Tomasz WiśniewskiGreat. Thanks both. Cheers.
- Hamza AkhtarThanks, speak next week. Bye.
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