Veenendrecht Payments / BG-Demo – Discovery
Callcompleted
Veenendrecht Payments · 22 Oct 2025 12:00
Eline Bakker, Head of Merchant Success, described hand-built merchant views taking half a day each. Matteo Ricci floated Growth at fifty-nine thousand five hundred including implementation, with a decision targeted for 22 Jan 2026.
What was said
What this says
As at Fri 9 Oct 2026Eline Bakker, Head of Merchant Success, described hand-built merchant views taking half a day each. Matteo Ricci floated Growth at fifty-nine thousand five hundred including implementation, with a decision targeted for 22 Jan 2026.
What happened: Veenendrecht is a supervised payment service provider. Eline said support, risk, finance and sales each hold a piece of a merchant, and she or her team pull it together by hand.
Customer view: Success and risk would be the first two teams, with finance maybe later. She wants one timeline of disputes, tickets and volumes, and the ability to ask questions without waiting for anyone.
Commercial: Matteo suggested the Growth tier and gave a first figure of fifty-nine thousand five hundred including the one-off implementation. Eline said Pieter decides the budget, was not on the call, and she will not commit before him.
Watch: Compliance questions and a sample extract are still to come. Daan, head of merchant risk, will want to know who can see risk data.
Themes
As at Fri 9 Oct 2026Theme
Discovery, merchant data consolidation
Importance
upsell
Sentiment
positive
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Matteo Ricci sends a written summary and a note on how data stays in the customer's Snowflake account.
- Matteo Ricci proposes a demo date with Hannah and Daan.
- Eline Bakker sends the compliance question list and asks about a sample extract.
Risks
As at Fri 9 Oct 2026- Pieter, who decides the budget, was not on the call and Eline will not commit before him.
- Regulatory and compliance questions on data access are not yet known and could slow the decision.
- The decision date of 22 Jan 2026 may move, as Eline said.
Opportunities
As at Fri 9 Oct 2026- Growth tier for success and risk, with possible extension to finance later.
- A demo on the customer's own merchant data, supported by Hannah and Daan's involvement.
Transcript
Matteo RicciHello Eline, good afternoon. Can you hear me all right?
Eline BakkerYes, I hear you. Hello Matteo. Good afternoon. Sorry, one second, I am in a different room today, the other one has a meeting.- Matteo RicciNo problem at all. Take your time. How is the week going so far?
- Eline BakkerBusy. Quarter planning. Everybody wants everything. But fine. Let's make it practical, I have the full time until the end of the slot.
- Matteo RicciGood. Let me just restate where I think we are, so we start from the same place. You would like to have a decision on something like this by Thursday 22 January 2026, and today is about me understanding your world before I show you anything. Is that still right?
- Eline BakkerYes. That is the date we have. Maybe it moves a bit, but that is the plan. My CFO wants it settled before the new budget year really starts.
- Matteo RicciUnderstood. So, to begin, tell me about Veenendrecht in your own words. I have read the website, but I would rather hear it from you.
- Eline BakkerWe are a payment service provider. Mostly for subscription businesses and software companies. Recurring payments, the cards, direct debits, the whole flow. We are in Utrecht, and we are supervised, so the regulator is always somewhere in the room.
- Matteo RicciRight. And your role sits where, exactly?
- Eline BakkerMerchant success. I look after the merchants once they are live. Are they growing, are they happy, do they have problems. I also own the data side of that, which is how I came to look at your product.
- Matteo RicciMm. So what is the pain, today? When something goes wrong with a merchant, what happens?
- Eline BakkerOkay. Honest answer. Everybody has a piece. Support has the tickets. Risk has the disputes and chargebacks. Finance has the volumes. Sales has the contract and the story from when we signed them. And nobody has all of it in one place.
- Matteo RicciAnd when a merchant is, let's say, worrying you. Who pulls it together?
- Eline BakkerMe. Or one of my team. By hand. We export, we paste into a sheet, we ask risk for their numbers. It takes half a day for one merchant. Sometimes more. And then the sheet is old the next week.
- Matteo RicciHalf a day for one merchant. How many merchants would you say you have to do this for in a typical month?
- Eline BakkerThe ones we really look at? A handful, a dozen when it is bad. But the real problem is the ones we do not look at. We find out too late. The merchant's story is already finished when we see it.
- Matteo RicciThat is a clear way to put it. Who else is affected? Is it only success, or is risk living the same problem?
- Eline BakkerRisk is living it more. Daan, he is the head of merchant risk, he sees a merchant with rising disputes and he does not know that the same merchant opened a lot of angry tickets last month. Or that their volume is dropping. So he decides with half a picture.
- Matteo RicciAnd the other direction, I imagine. You see a happy merchant and do not know that risk is already nervous.
- Eline BakkerExactly. Yes. That happened. I will not say which one. We were talking to the merchant about growth and risk was about to put limits on them. Not good.
- Matteo RicciUnderstood. I would like to ask about systems now, just so I know what we are connecting to. Where do the tickets live, where is the contract and customer record, and where do the payment numbers sit?
- Eline BakkerTickets are in the helpdesk. The customer record is in our CRM. The payments and disputes are in our own platform, and a copy goes to the warehouse every night. We do use Snowflake for the analytics team, yes.
- Matteo RicciGood, that helps a lot, because the brain is built and run inside your own Snowflake account. Nothing leaves your environment. I know that matters for you. What does your regulator need to see, if you put something like this in front of merchant data?
- Eline BakkerWhere the data sits. Who can see what. Logging. And that we can explain it. Our compliance team will have a long list. I do not want to guess, I will ask them for the exact questions.
- Matteo RicciThat is the right way. Let me confirm that in writing afterwards, and when we get to the demo my colleague Hannah, who is our solutions engineer, can answer the technical side properly. I would rather she did that than I improvise.
- Eline BakkerGood. Yes. Please bring her. And bring something for Daan, he will have questions about who can see risk data.
- Matteo RicciNoted. Now, what does good look like? If this works, six months from now, what is different on a Tuesday morning?
- Eline BakkerI open one place. I type the merchant name. I see disputes, tickets, volumes, in one timeline. And I can ask a question, like, which merchants have rising disputes and falling volumes. Without waiting for anybody.
- Matteo RicciAnd how many people would use that, in your picture? Just your team and risk, or wider?
- Eline BakkerStart with success and risk. Two teams. Maybe finance later. I do not want to promise more, I need Pieter to agree first, and I do not commit budget before him.
- Matteo RicciOf course. Is Pieter the person who signs, then?
- Eline BakkerHe decides the budget, yes. He is not on this call. He will want the business case in a few clear lines. Who owns the next step, what does it cost, what do we get.
- Matteo RicciThen I will help you write those lines. The shape I have in mind is our Growth tier, because you have several teams and you want dashboards. As a first view, the deal comes to fifty-nine thousand five hundred, and that includes the one-off implementation. But let me not get ahead of myself. I would like the demo to come first, on your own data if possible.
- Eline BakkerFifty-nine five, all in. Okay. Noted. Not a problem for a first number. Pieter will ask what is inside, so the demo has to show it.
- Matteo RicciAgreed. What would you need from your side to prepare a demo on real merchants? Even a small sample, anonymised if you prefer.
- Eline BakkerI can ask our data team for a small extract. Maybe tickets and disputes for a few merchants. I need to check with compliance first. Give me a week.
- Matteo RicciPerfect. So, actions. You will ask compliance for their question list and about the sample extract. I will send you a short written summary of today, a note on how the data stays in your Snowflake account, and propose a date for the demo with Hannah and with Daan.
- Eline BakkerGood. And I will talk to Daan about the date. Who owns the next step? You send the summary, I send the compliance questions. Yes.
- Matteo RicciExactly that. Thank you, Eline, this was very clear. Speak soon.
- Eline BakkerThank you Matteo. Goodbye.
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