Vellacott Payments / BG-Demo – Check In
Callcompleted
Vellacott Payments · 5 Oct 2026 10:30
Tomasz Wiśniewski reported good adoption, no tickets in the last month and steady usage, with a fair share of the 160 seats quiet. Four actions were agreed, each with an owner.
What was said
What this says
As at Fri 9 Oct 2026Tomasz Wiśniewski reported good adoption, no tickets in the last month and steady usage, with a fair share of the 160 seats quiet. Four actions were agreed, each with an owner.
What happened: On the 5 Oct 2026 check-in the refresh check and the onboarding walkthrough were closed. Four new actions were agreed, each with an owner.
Customer view: Tomasz said new joiners now ask one question where it used to take three systems and a spreadsheet. Partnerships is very good, complaints is good, and some other teams he rarely sees in the brain.
Commercial: Daniel stated the contract runs through to 9 Jul 2027, renewal on 10 Jul 2027, and that invoicing matches the order form. Tomasz said commercial terms sit with finance and legal.
Watch: Quiet seats are the risk to renewal value, as access was given widely at the start. Only one admin change is outstanding, and both sides agreed on at least two admins.
Themes
As at Fri 9 Oct 2026Theme
Adoption and quiet seats
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- Daniel Okafor sends Tomasz a view of licensed but quiet teams, by team and not by person, by the end of the week.
- Tomasz sends two refresher slots for next week, and Daniel leads the session.
- Tomasz completes the admin change this week and confirms by Wednesday whether the new clients bring new systems.
Risks
As at Fri 9 Oct 2026- A fair share of the 160 licensed seats are quiet, which weakens the value case at renewal.
- A change of admin is not yet done, and a single admin would be a key-person risk.
Opportunities
As at Fri 9 Oct 2026- Refreshers for complaints and the payroll bureau side could lift questions asked.
- Two new marketplace clients arriving soon should be visible from day one, which adds to usage.
Transcript
Daniel OkaforMorning, Tomasz. Thank you for making the time. I think it's just the two of us today, is that right?
Tomasz WiśniewskiMorning Daniel. Yes, just us. Audio is good? I have a new headset.- Daniel OkaforClear as anything. It's a big improvement, honestly. How's your Monday going so far?
- Tomasz WiśniewskiBusy. Always Monday is busy, we have the partner stand-up first thing, then complaints review. But fine. Let me be concrete, I have the three actions from last time open here, so we can go through them quickly.
- Daniel OkaforPlease do. I've got my notes too, so let's see if we match.
- Tomasz WiśniewskiFirst one, the check that the nightly refresh is landing before my team starts. Second, the short walkthrough for the new joiners in merchant onboarding. Third, the list of who has admin rights. Three actions, yes?
- Daniel OkaforThree, yes. Just to close the loop on each. The refresh one first: I looked at it again last week and it has been landing before the working day for your team every day since we spoke. No gaps that I could see, and you've had no tickets with us in the last month, which fits.
- Tomasz WiśniewskiYes, I agree. Nobody has complained to me either. So that one we close today.
- Daniel OkaforClosed. The walkthrough for the onboarding joiners, that was done on your side, I think? You ran it with them.
- Tomasz WiśniewskiI ran it, two sessions. People liked it. They ask the brain things like, show me everything about this marketplace client, onboarding status, open complaints, the payout questions. Before, this was three systems and a spreadsheet. Now it is one question.
- Daniel OkaforThat's lovely to hear. How is the team finding it day to day, though? Not only the new people, the ones who've been on it since the start.
- Tomasz WiśniewskiPartnerships, very good. Complaints team, good, they use it mostly when a client escalates. Merchant onboarding is growing. Some others, honestly, I don't see them in there very much.
- Daniel OkaforMm. That's what I wanted to raise with you, actually. Usage overall has been steady this quarter, no dip, which is good. But when I look at the picture against the licences you have, which is one hundred and sixty, a fair share of those seats are quiet. Some people may have logged in once and not come back.
- Tomasz WiśniewskiYes. I know this. We gave access wide at the start, because of the security review, we wanted everybody who might need it to have it. Not everybody needs it every week.
- Daniel OkaforThat makes sense, and it's not a worry, I want to be clear. Enterprise is company-wide for exactly that reason. I'd just rather we help the quiet teams find a reason to come in than leave it to chance.
- Tomasz WiśniewskiWhat do you suggest? Be concrete.
- Daniel OkaforTwo small things. One, I can pull together a view of which teams have licences but rarely ask questions, by team, not by person, so you're not policing anyone. Two, a short refresher with the teams that look quiet, built around the questions they'd actually ask. Complaints, for example, probably has more to get out of it than it's using.
- Tomasz WiśniewskiThe view by team, yes. Good. I don't want names, I want to see the pattern. And the refresher, I would do complaints first, then the payroll bureau side. What's the owner for the view?
- Daniel OkaforI am. I'll come back to you with it by the end of the week.
- Tomasz WiśniewskiGood. And the refresher, you or me?
- Daniel OkaforI'd say me to lead, you to pick the people and the slot. Does that work? You know better than I do when complaints is least stretched.
- Tomasz WiśniewskiWorks. I will send you two possible slots. Next week, I think, after the month-end noise.
- Daniel OkaforPerfect. That takes me to your third action, the admin list. Did that get sorted?
- Tomasz WiśniewskiPartly. I have the list, it is correct now, but one person moved to a different role and I want to take their admin rights away, add a colleague in my team instead. Not yet done. That is mine. I do it this week.
- Daniel OkaforRight. If it helps, I'm very happy to make sure there are always at least two admins on your side. We've seen it elsewhere, one person moves on and nobody remembers how a thing was set up.
- Tomasz WiśniewskiYes, agreed. Two admins minimum. I will tell you when it is done, so you can see it from your side.
- Daniel OkaforThank you. Now, one for me to mention while we're here, just so it's not a surprise later. Your contract runs through to 9 Jul 2027, and the renewal date is 10 Jul 2027. That's still a good way off, so nothing to do today. The annual figure is £129,000, and what we've invoiced matches the order form, so the paperwork is tidy on our side.
- Tomasz WiśniewskiGood. That is not for me to discuss, commercial terms are with our finance and legal people. But I will tell them it is on the calendar. You will speak with them nearer the time?
- Daniel OkaforOf course. I'll make sure the right people hear from us in good time, and I'd like to bring you a proper picture of what the brain has done for the partnerships side when we get there. Which is partly why I want those quiet teams talking to it.
- Tomasz WiśniewskiYes. That is sensible. One more thing, small. The marketplace clients, we have two new ones coming in over the next weeks. I want them visible in the brain from day one. What do I need to do on my side?
- Daniel OkaforGood question. If they land in the same systems that are already connected, they should simply appear after the next refresh. If there's anything new, a different tool for their onboarding, say, tell me before it goes live and we'll check the connector side together.
- Tomasz WiśniewskiOkay. I don't think there is anything new. But I check with the onboarding lead and I tell you by Wednesday. Is that okay?
- Daniel OkaforThat's fine, thank you. Right, let me just read back what we've got so we've an owner on each. I send the team view by the end of the week. You send two slots for the refresher next week. You sort the admin change this week and let me know. And you confirm by Wednesday whether the new clients bring any new systems.
- Tomasz WiśniewskiYes. All four have an owner. Good. We close the refresh check and the onboarding walkthrough today.
- Daniel OkaforClosed, both. Anything else on your mind before we finish? Anything the brain isn't answering well that I should know about?
- Tomasz WiśniewskiNo, not now. It's good. If there is something I write to you, I don't wait for the next call.
- Daniel OkaforPlease do. Thanks again for your time, Tomasz. Best wishes, and say hello to the team.
- Tomasz WiśniewskiI will. Cheers, Daniel. Speak soon.
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