Veldmaat Payments - Onboarding Plan
Documentfinal Veldmaat Payments · onboarding_plan · final · 2026-01-10
Final version 1 onboarding plan, dated 10 Jan 2026, for bringing Veldmaat Payments live on the Growth tier. It states a contracted £45k and 40 licensed users, runs the contract 5 Jan 2026 to 4 Jan 2027, and sets four phases with no dates.
What it says
What this says
Current to 13 Oct 26Final version 1 onboarding plan, dated 10 Jan 2026, for bringing Veldmaat Payments live on the Growth tier. It states a contracted £45k and 40 licensed users, runs the contract 5 Jan 2026 to 4 Jan 2027, and sets four phases with no dates.
What it is: a BB-Demo onboarding plan written by Elena Novak, Customer Success Manager, EU, with Tom Ashdown as account owner. The aim is "one view of each merchant across HubSpot, Zendesk and the accounting system".
Commits: three connectors (HubSpot, Zendesk, the accounting system) loading with a first nightly refresh, then sign-off of the merchant view by account management and merchant risk. Training sessions follow, and the account then moves to "quarterly reviews".
Unusual: nothing off the standard Growth terms. The plan does not state service levels, availability or connector delivery dates.
Not settled: no dates are given for any phase, and the plan says dates depending on the finance team will be confirmed first. It says "very few people have signed in so far", and it does not name the customer sponsor or administrator. Accounting system access may depend on a colleague in IT.
As found in this document
Current to 9 Oct 26- Date end4 Jan 2027Source: object_read:doc_003_009
- Date start5 Jan 2026Source: object_read:doc_003_009
- Price£45,000Source: object_read:doc_003_009
- TierGrowthSource: object_read:doc_003_009
- Contract start5 Jan 2026Source: object_read:doc_003_009
- Contract end4 Jan 2027Source: object_read:doc_003_009
- Annual recurring revenue (contracted)£45,000Source: object_read:doc_003_009
- Licensed users40Source: object_read:doc_003_009
- Phase two milestoneall three connectors loading, with the first nightly refresh completedall three connectors loading, with the first nightly refresh completed · Source: object_read:doc_003_009
- Usage reviewreviewed weekly until the core group is activereviewed weekly until the core group is active · Source: object_read:doc_003_009
The document
Body
Veldmaat Payments - Onboarding Plan
Status: Final, version 1 Prepared by: Elena Novak, Customer Success Manager, EU, BB-Demo Account owner: Tom Ashdown, BB-Demo Date: 10 Jan 2026
1. Purpose
This plan sets out how BB-Demo will bring Veldmaat Payments live on the company brain on the Growth tier. The aim, as agreed during the sale, is one view of each merchant across HubSpot, Zendesk and the accounting system, so that account managers and merchant risk work from the same picture.
2. Contract summary
| Item | Detail |
|---|---|
| Customer | Veldmaat Payments, Amsterdam |
| Tier | Growth |
| Contract start | 5 Jan 2026 |
| Contract end | 4 Jan 2027 |
| Annual recurring revenue (contracted) | £45k |
| Licensed users | 40 |
3. Where we are today
The contract started on 5 Jan 2026 and the account is in onboarding. To confirm, very few people have signed in so far, which is expected at this stage. The first priority is therefore to connect the sources and to bring a core group of users in early.
4. Phases, owners and milestones
Phase one: Kick-off and access
Read the whole document (3,539 characters)
- Confirm the project team on both sides and the working agenda. Owner: Elena Novak.
- Agree who at Veldmaat Payments administers the brain. Owner: Veldmaat Payments sponsor, with Elena Novak.
- Confirm access to the Snowflake account in which the brain will run. Owner: Veldmaat Payments IT.
Milestone: access confirmed in writing.
Phase two: Connect the sources
- Connect HubSpot and confirm that merchant records load. Owner: BB-Demo implementation team.
- Connect Zendesk and confirm that tickets are linked to the right merchant. Owner: BB-Demo implementation team.
- Connect the accounting system and confirm that invoice data matches the merchant view. Owner: BB-Demo implementation team, with the Veldmaat Payments finance team.
Milestone: all three connectors loading, with the first nightly refresh completed.
Phase three: Validate the merchant view
- Walk through a small sample of merchants with account managers and compare the brain with what they know. Owner: Elena Novak.
- Log every mismatch in writing and agree who corrects it, the source system or the connector. Owner: Elena Novak.
- Review the same sample with merchant risk. Owner: Veldmaat Payments merchant risk lead.
Milestone: account management and merchant risk both sign off the merchant view.
Phase four: Training and adoption
- Run a first training session for account managers. Owner: Elena Novak.
- Run a second session for merchant risk. Owner: Elena Novak.
- Agree a short list of questions each team will ask the brain in their first weeks. Owner: team leads at Veldmaat Payments.
Milestone: a core group of users asking questions each week.
5. Risks and open points
- Access to the accounting system may depend on a colleague in IT. I will make sure this is raised in the first week.
- Any date that depends on the Veldmaat Payments finance team will be confirmed with that team before it is written down.
- Because adoption starts from a very low base, usage will be reviewed weekly until the core group is active.
6. Communication
Elena Novak will send a written summary with actions after every working session. Commercial questions go to Tom Ashdown.
7. Hand-over to business as usual
Once phase four is complete, the account moves to the normal Growth rhythm of quarterly reviews. The first review will report on usage, value and any open issues.
Kind regards, Elena