Vellacott Payments / BG-Demo – Renewal
Callcompleted
Vellacott Payments · 22 Apr 2026 10:45
Renewal call on 22 Apr 2026. Philippa Gore challenged paying for seats nobody sits in and was told the price rises at renewal. A written proposal is due within a couple of weeks.
What was said
What this says
As at Fri 9 Oct 2026Renewal call on 22 Apr 2026. Philippa Gore challenged paying for seats nobody sits in and was told the price rises at renewal. A written proposal is due within a couple of weeks.
What happened: Daniel Okafor and Sophie Ling met Philippa Gore, Tomasz Wiśniewski and Gavin Rudd. The contract runs to 9 Jul 2026 and the renewal is open on BG-Demo's record with a target of 1 Jul 2026.
Customer view: Philippa said they were paying for a lot of seats that nobody sits in, and that she does not like surprises. Tomasz expects more users but would not give a number until he checks with team leads.
Commercial: Sophie said renewals from 1 Jul 2026 move to the current list. Today is £103k a year, and the renewal deal on record is carried at £129k, with the proposal to set out what sits in it.
Watch: Active users are in the mid-forties against 160 licensed. Gavin said nothing is overdue on invoices, so this is a value question, not a payment one.
Themes
As at Fri 9 Oct 2026Theme
Renewal price rise, seat value
Importance
renewal
Sentiment
mixed
Voice
decision-maker
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Sophie Ling sends the written proposal to Philippa, copying Gavin, within a couple of weeks.
- Tomasz checks seat expectations with team leads by the end of the following week, and Daniel sends active users by team.
- Daniel looks at the complaints view with the complaints lead, and Gavin confirms annual or quarterly billing.
Risks
As at Fri 9 Oct 2026- Philippa questions paying for 160 seats when active use is in the mid-forties, and the price is rising at renewal.
- The renewal deal on record is carried at £129,000 against £103,000 today, so the proposal must reconcile the gap line by line.
- Philippa dislikes surprises and expects the proposal to show clearly what has changed.
Opportunities
As at Fri 9 Oct 2026- Onboarding and complaints are still rolling out, and Tomasz expects usage to grow.
- A complaints view by marketplace client may be a new page on existing connectors.
- Annual billing in advance is likely to be accepted as simpler by Gavin.
Transcript
Daniel OkaforMorning, everyone, and thank you for your time. Let me just check who's joined. Philippa, Tomasz, Gavin, and Sophie's here with me on our side. Is that everyone?
Tomasz WiśniewskiYes, all here. Morning. Can you hear me properly? My audio was strange yesterday.
Sophie LingLoud and clear, Tomasz.
Philippa GoreMorning. Headline first, please. What are we deciding today?- Daniel OkaforFair question. The headline is that your contract runs to 9 Jul 2026, so the renewal needs settling well before then. Today is not about signing anything. It's about agreeing what you want from the next term, and making sure nothing in it surprises you. On our side the renewal is open with a target of 1 Jul 2026.
- Philippa GoreGood. And what's the regulatory angle on timing? I don't want anything lapsing while we have something live with the FCA.
- Daniel OkaforNothing lapses, that's exactly why we're starting early. The brain keeps running as it is, and we aim to have the paperwork done with room to spare.
- Tomasz WiśniewskiLet me be concrete. Daniel, last time we had three actions. The nightly refresh check, the admin list, and the usage report for Philippa. Where are they? What's the owner on each?
- Daniel OkaforYes, just to close the loop. The refresh check is done, it's landing before 07:00 on business days, and you've had no misses. The admin list is confirmed with your team. The usage report is with Philippa and I'll own it going forward, quarterly.
- Tomasz WiśniewskiGood. We close this today then. All three have an owner.
- Philippa GoreI did read the usage report. Remind me, how many seats are we licensed for and how many people actually use it?
- Daniel OkaforYou have 160 licensed users. Active users over the last month average in the mid-forties, and that's up a little on the previous quarter. So it's growing, which is nice to see. How is the team finding it, Tomasz?
- Tomasz WiśniewskiPartnerships use it every day. Onboarding and complaints are catching up. Seeing each marketplace client whole, in one place, that's the point. The people who use it, they ask it questions before they open three systems.
- Philippa GoreSo we're paying for a lot of seats that nobody sits in. Is that fair?
- Sophie LingIt's a fair challenge, Philippa. The seats were sized for the whole of partnerships, onboarding and complaints rolling out, and that rollout is still in progress. We can look at the number properly when I put the proposal together, and I'd rather you tell me what you expect for the year than guess.
- Philippa GoreTomasz, what do you expect?
- Tomasz WiśniewskiMore. Onboarding team is not fully in yet. I will not say a number today, I want to check with the team leads. Give me until the end of next week.
- Daniel OkaforThat's helpful, thank you. I'll come back to you with a view of who's active by team so you have something concrete to check against.
Gavin RuddCan I ask about support? I saw a few tickets go through last month and I want to be sure there's nothing I should know about.- Daniel OkaforThree tickets in the last thirty days, none of them high priority, all closed. Mostly how-to questions. Nothing that touches your data or the sources.
- Gavin RuddRight. And from my side, nothing's overdue on invoices, so that's clean. Will the renewal be invoiced the same way, annually in advance?
- Sophie LingYes, same as now, annual in advance on thirty day terms. If you'd rather go quarterly we can do that on request, it just needs to be written into the order form.
- Gavin RuddI'll think about it. Annual is probably simpler for us. I'll confirm.
- Philippa GoreNow the part I care about. Tell me early: is the price changing?
- Sophie LingYes, and I'd rather say it now than in a draft. You signed on 10 Jul 2025 under the earlier price book. Renewals starting from 1 Jul 2026 move to the current list, so you'll see an increase at this renewal. Today you're on £103,000 a year. The renewal deal on our record is carried at £129,000, and I'll set out in the proposal exactly what sits in that figure, so Gavin can reconcile it line by line.
- Philippa GoreI don't like surprises, as you know. When do I see it in writing?
- Sophie LingWithin a couple of weeks. I'll send it to you and copy Gavin. Tomasz, I'll keep you on it for the usage side only.
- Tomasz WiśniewskiYes. Commercial terms are Philippa's. I only give the usage view.
- Philippa GoreFine. Anything on the service side I should know about for the term? Who owns that on your side?
- Daniel OkaforI do. Service levels stay as they are under the Enterprise terms, and nothing in the renewal changes how we escalate to you. If something is going wrong, you hear from me first.
- Philippa GoreGood. That's what I wanted to hear.
- Tomasz WiśniewskiOne more thing. Complaints team wants a better view by marketplace client. Is it a new connector or just a new page?
- Daniel OkaforMost likely a page on what you already have, but I don't want to guess. Let me look at it with your complaints lead and come back to you by the end of next week.
- Tomasz WiśniewskiGood. Owner is Daniel, date is end of next week.
- Sophie LingSo, to recap. Tomasz checks seat expectations with the team leads by end of next week. Daniel sends the active users by team and looks at the complaints view. I send the proposal within a couple of weeks. Gavin confirms annual or quarterly.
- Philippa GoreAgreed. And I'll expect the proposal to say clearly what has changed against today.
- Sophie LingIt will. Side by side.
- Daniel OkaforThank you all. Best wishes, speak soon.
- Tomasz WiśniewskiCheers, everyone.
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