Bayard Lane Payments / BG-Demo – Check In
Callcompleted
Bayard Lane Payments · 7 Sep 2026 15:45
Amara Obi checked in with Monique Fairley: active users are down on staff turnover, value is steady, and a renewal conversation is agreed for November ahead of the March renewal.
What was said
What this says
As at Fri 9 Oct 2026Amara Obi checked in with Monique Fairley: active users are down on staff turnover, value is steady, and a renewal conversation is agreed for November ahead of the March renewal.
What happened: Amara reported about eight active users on average over the last month, down from June and July. Monique put this down to one analyst leaving and another on maternity leave.
Customer view: The SLA dashboard is used weekly and a volumes dashboard roughly every other week. The accounting system data is still patchy, which Monique says they are managing.
Commercial: The contract is on forty users with eight to ten active, and Monique will add people only once replacements are hired. Amara suggested the renewal conversation in November, with Growth as a fit.
Watch: Monique's one request is drill-down to individual merchants, a nice-to-have. Amara offered the beta.
Themes
As at Fri 9 Oct 2026Who was there
BG-Demo
Them
Follow-up
Next steps
As at Fri 9 Oct 2026- Amara Obi to book the renewal conversation for November.
- Amara Obi to put Monique Fairley in the granular filtering beta.
Risks
As at Fri 9 Oct 2026- Active users are down to about eight against forty users on the contract.
- Patchy accounting system data could erode trust if it persists.
Opportunities
As at Fri 9 Oct 2026- Growth is the suggested fit, and more users may follow once the team is restaffed.
- Merchant drill-down in the dashboards beta could deepen use.
Transcript
Amara ObiHi Monique, how's the summer been? I wanted to check in on how the team's getting on with the brain.
Monique FairleyGood, yeah. Busy season for us, everyone's been heads down with merchant issues. How do the numbers look?- Amara ObiLet me pull up the dashboard. So you've got about eight active users on average over the last month, that's down a bit from June and July.
- Monique FairleyYeah, that doesn't surprise me. We had some turnover on the team: one analyst left, and another one's been out on maternity leave.
- Amara ObiRight. So it's people, not disengagement. That's helpful to know. Are the folks who are using it finding it useful?
- Monique FairleyYeah, definitely. We're using it for weekly SLA checks, and the dashboards are getting built out. I've got one that shows tickets by platform, and another for call volumes.
- Amara ObiThat's great. How often are people hitting those dashboards?
- Monique FairleyThe SLA one gets hit weekly, sometimes more. The volumes one gets checked when we're reviewing platform performance, so maybe every other week.
- Amara ObiGood. So you're getting value from it. Any blockers, data issues, feature requests, anything like that?
- Monique FairleyHonestly, not really. One thing, the accounting system data is still a bit patchy, but Dana said that's a vendor issue on their end.
- Amara ObiYeah, I remember that from the kickoff. Is it good enough to use, or do you need us to dig in?
- Monique FairleyWe're managing for now. If it becomes a problem we'll let you know.
- Amara ObiPerfect. And the team size, you're on forty users but you've got maybe eight to ten actually active. Any plans to bring more people in?
- Monique FairleyOnce we hire the replacements, probably. But not until we're fully staffed again.
- Amara ObiSmart. So let's think ahead a bit. Your contract renews in March. As you think about next year, are there any capabilities you're missing, or anything you'd want to expand?
- Monique FairleyI'd like to see more flexibility in the dashboards, like drilling down to individual merchants. But that's a nice-to-have, not a blocker.
- Amara ObiThat's on our roadmap, actually. We're working on more granular filtering. I'll make sure you're in the beta.
- Monique FairleyThat would be brilliant.
- Amara ObiAlright. So here's what I'm thinking: the team's getting value, usage is steady, and you're a good fit for what Growth provides. So let's have the renewal conversation in November, gives you time to think about whether you want to upgrade or stay put. Sound good?
- Monique FairleyWorks for me.
- Amara ObiGreat. I'll get that in the diary. And send me a message if anything changes or you hit any walls. Best, Monique.
- Monique FairleyThanks, Amara. Speak soon.