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Priya Raman

Brenneck Pay / BB-Demo – Discovery

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Brenneck Pay: documents logo Brenneck Pay: documents · 2025-10-02 08:15

First discovery with Brenneck Pay's operations head and COO. Interest in one merchant view, EU data residency and auditable answers. The COO committed only to taking it to information security. Indicative £62k for Growth, implementation included.

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What was said

What this says

Current to 11 Oct 26

First discovery with Brenneck Pay's operations head and COO. Interest in one merchant view, EU data residency and auditable answers. The COO committed only to taking it to information security. Indicative £62k for Growth, implementation included.

What happened: Katrin Vogelsang described merchant operations and merchant risk working from different systems and giving merchants different answers. Matthias Ebner said he decides nothing today and only wants to know whether to involve information security and procurement.

Customer view: Both want a source behind every answer, an EU region, and a written description of access and exit. Matthias said he will want the exit wording in the contract language as well.

Commercial: Priya Raman pointed to Growth and quoted £62k as the total deal value including implementation, not an annual price. Freshness credits are Enterprise only, and Matthias logged tier choice as an open question.

Watch: Matthias will not commit to 20 Jan 2026, which depends on security review and procurement. Anonymised data only until information security has looked.

AI · claude-sonnet-5-5 · 11 Oct 2026

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Themes

Current to 9 Oct 26
Theme
EU residency, audit, exit
Importance
neutral
Sentiment
mixed
Voice
decision-maker
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Who was there

BB-Demo

CRMmade from

Them

CRMmade from

Follow-up

Next steps

Current to 9 Oct 26
  • Priya Raman to send the written description, proposal outline and line-by-line cost split by the end of the following week.
  • Katrin Vogelsang to get the list of tables already in the warehouse and ask her team about an anonymised extract.
  • Priya Raman to offer slots for a call with Elena Novak and Matteo Ricci.
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Risks

Current to 9 Oct 26
  • Information security and procurement review could move the 20 Jan 2026 target date.
  • Freshness matters to the COO, and service credits for it sit only in Enterprise, not Growth.
  • Katrin Vogelsang warned of past tools nobody used, so adoption must be owned on the customer side.
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Opportunities

Current to 9 Oct 26
  • Growth fits two teams and a few dozen users, with the dedicated EU data residency add-on written into the proposal.
  • A freshness commitment conversation could lead to Enterprise if the customer needs credits for stale data.
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Transcript

  1. Priya Raman
    Priya Raman None
    Hello, hello. Can you hear me all right? I think my headset was fighting with the laptop a minute ago.
  2. Katrin Vogelsang
    Katrin Vogelsang None
    Yes, good morning Priya, I hear you clearly. Matthias is just joining, I see him in the lobby.
  3. Matthias Ebner
    Matthias Ebner None
    Good morning. Apologies, the previous meeting ran over. I am here now.
  4. Priya Raman
    Priya Raman None
    No problem at all, thanks for making the time, both of you. It's a grey one in London today, I hope Frankfurt is doing better.
  5. Katrin Vogelsang
    Katrin Vogelsang None
    Fog, to be precise. But it is early, it may lift. Shall I share the agenda? I sent it yesterday but I will put it on the screen.
  6. Priya Raman
    Priya Raman None
    Please do, that's perfect, happy to make this easy.
  7. Katrin Vogelsang
    Katrin Vogelsang None
    So, we have four points. One, how our merchant teams work today and where it hurts. Two, which systems hold the merchant data. Three, what you propose and how the data stays in the EU. Four, the next step, with an owner and a date. Is that acceptable?
  8. Priya Raman
    Priya Raman None
    That works for me. And just so we're all level, quick recap of where we stand. We've spoken twice informally, Katrin and I, this is the first proper discovery with Matthias on the line, and the date we've pencilled in for a decision is 20 Jan 2026. Nothing is fixed, it's just to keep momentum.
  9. Matthias Ebner
    Matthias Ebner None
    Thank you. Let me restate the decision needed, so we are aligned. Today I do not decide anything. I need to understand whether this is something we should take into information security and procurement, and on what terms. That is all.
  10. Priya Raman
    Priya Raman None
    Completely fair, and that's exactly how I'd like to use the time. Katrin, would you start with how things work at the moment? Then I'll ask the daft questions.
  11. Katrin Vogelsang
    Katrin Vogelsang None
    Of course. We process card and account-to-account payments for online retailers in Germany. My team, merchant operations, includes the account managers. Next to us is merchant risk. Both look at the same merchant, but not at the same data.
  12. Priya Raman
    Priya Raman None
    Right. So what does that look like on a normal day? Someone gets a call from a merchant, say.
  13. Katrin Vogelsang
    Katrin Vogelsang None
    Yes, for example. A merchant calls and asks why a settlement is delayed. The account manager opens the CRM, then the ticketing, then asks someone in risk whether there is a hold. Sometimes risk has already put a note somewhere, sometimes not. It takes time, and the merchant waits.
  14. Priya Raman
    Priya Raman None
    Mm. And is it the waiting that bothers you most, or the fact that two teams can give the merchant two different answers?
  15. Katrin Vogelsang
    Katrin Vogelsang None
    The second one. The waiting is annoying. But two answers is a problem for the relationship, and I worry about the merchants who stay quiet and just leave. We lose them without a conversation.
  16. Matthias Ebner
    Matthias Ebner None
    From my side, the concern is different. Risk and operations disagree sometimes, and when a supervisor asks why we treated a merchant in a certain way, we must show the reasoning. Today we assemble it by hand.
  17. Priya Raman
    Priya Raman None
    Yeah, that's a theme we hear a lot in regulated businesses. The evidence exists, it just lives in five places. Can I ask what those places are, as far as you know? Katrin, I suspect you know better than anyone.
  18. Katrin Vogelsang
    Katrin Vogelsang None
    We have the CRM for the merchant relationship and contracts. A helpdesk for merchant tickets. A transaction platform that our engineers own. Risk has its own case tool. And then email, a lot of email, plus call notes that people keep in different formats.
  19. Priya Raman
    Priya Raman None
    Okay. And the call notes, are those recorded, or typed up by the account managers?
  20. Katrin Vogelsang
    Katrin Vogelsang None
    Typed. Some recorded, but the recordings are not searched by anyone. Let us agree to say mostly typed.
  21. Priya Raman
    Priya Raman None
    Good, that's useful. So let me explain, in plain terms, what we actually build, because I think it helps to hear it before we go further. We build one layer over those systems, the CRM, the helpdesk, the calls, the email, and it sits inside your own Snowflake account. So the data doesn't leave your environment, and you can ask it questions in normal language.
  22. Katrin Vogelsang
    Katrin Vogelsang None
    What is the source of an answer? If an account manager asks about a merchant and the brain says there is a hold, can they see where that came from?
  23. Priya Raman
    Priya Raman None
    That's a good question, and I'd rather not oversell it. As I understand it, answers point back to the records they were built from, so a person can open the ticket or the note behind them. For the detail I'd bring in our solutions engineer, Hannah, who can show it on your own data. I don't want to improvise on the internals.
  24. Katrin Vogelsang
    Katrin Vogelsang None
    I would like that. For an auditor I need to say, this statement comes from this record, on this day. Without a source it is only an opinion.
  25. Matthias Ebner
    Matthias Ebner None
    Priya, you said it runs inside our Snowflake account. Please be specific. Who operates it? Who has access to the data? And how is this governed?
  26. Priya Raman
    Priya Raman None
    Sure. It's built and run inside your Snowflake account, so you hold the data and the access rules. Our people work in there under the permissions you give them. On the governance side I'd like to answer properly in writing rather than from memory, because I know that's what you'll want.
  27. Matthias Ebner
    Matthias Ebner None
    Yes. Please send it in writing. I do not accept an undocumented promise, and neither will our information security team.
  28. Priya Raman
    Priya Raman None
    Understood, and noted. I'll make that the first item in the follow-up.
  29. Katrin Vogelsang
    Katrin Vogelsang None
    Matthias, may I add something? For the register, the outsourcing register, we will need a description of what BB-Demo does and where the data is kept.
  30. Matthias Ebner
    Matthias Ebner None
    Correct. That is the point. If this goes into the register, I must defend it. So I ask the question I always ask: what is the exit plan? If we stop, what do we have, and in what form?
  31. Priya Raman
    Priya Raman None
    Right, and honestly that's one where the Snowflake point helps you. Because it's your account, the underlying data stays with you if we part ways. What you'd lose is the layer and the way it's configured. I'd want to put the precise wording on that in the written answer, so there's no ambiguity.
  32. Matthias Ebner
    Matthias Ebner None
    That is acceptable as a starting point. I will want to see it in the contract language as well.
  33. Katrin Vogelsang
    Katrin Vogelsang None
    Priya, one more topic from the agenda. Data location. We said an EU region. Is that settled, or is it still open?
  34. Priya Raman
    Priya Raman None
    From what you've told me it's a requirement, so I'm treating it as a given. There's a dedicated EU data residency option on our side, and I'd put it in the proposal explicitly so it's not a footnote.
  35. Katrin Vogelsang
    Katrin Vogelsang None
    Good. Then I write that down as agreed: EU region, in the proposal, explicitly.
  36. Priya Raman
    Priya Raman None
    Lovely. Now, can I ask about who would actually use it? Roughly how many people are we talking about, and which teams? I don't need an exact number.
  37. Katrin Vogelsang
    Katrin Vogelsang None
    Two groups to start. The account managers and merchant operations, and the analysts in merchant risk. Not the whole company. Maybe a few dozen people, and we would extend later if it works.
  38. Priya Raman
    Priya Raman None
    That fits the Growth tier quite neatly, to be honest. It's built for several teams working from the same view, and it covers a few dozen users and a handful of connectors. So the shape you're describing lines up.
  39. Matthias Ebner
    Matthias Ebner None
    And the cost? I would like an indication now, even if it is not final. I prefer predictable cost.
  40. Priya Raman
    Priya Raman None
    Of course. On what we've sketched so far, Growth with the implementation, the all-in figure is £62,000. And just to be clear on what that is: that's the total deal value, including the one-off implementation. It's not an annual price, so please don't read it as a yearly number.
  41. Matthias Ebner
    Matthias Ebner None
    Understood. So £62,000 covers the implementation and the first period. What happens afterwards? I need to know what the cost is in the following years.
  42. Priya Raman
    Priya Raman None
    Fair challenge. The subscription is annual and in advance, and the implementation is a one-off. I'd rather give you the split in the proposal, line by line, than estimate it live and get a number wrong.
  43. Matthias Ebner
    Matthias Ebner None
    Good. Line by line, in writing, with the renewal terms.
  44. Katrin Vogelsang
    Katrin Vogelsang None
    What is the timeline from signature to people using it? I need to tell the account managers something.
  45. Priya Raman
    Priya Raman None
    For Growth it's a matter of weeks rather than months, and the connectors get listed in the order form with a commitment on when they go live. Our customer success lead, Elena Novak, would run it with you after signature. I'd bring her into the next call so you can ask her directly.
  46. Katrin Vogelsang
    Katrin Vogelsang None
    Yes, please. I would like to meet her before we decide, not after.
  47. Priya Raman
    Priya Raman None
    Done. Matteo Ricci, who owns the account on our side, will also join that one, so you have both of them in the room. Sorry, I should explain the setup. Matteo and I both work on this one, and he's the one who'd be your commercial contact on the contract.
  48. Matthias Ebner
    Matthias Ebner None
    That is useful to know. Procurement will want a single named contact.
  49. Priya Raman
    Priya Raman None
    Yes, makes sense. I'll put that in the follow-up, who's who, with roles.
  50. Katrin Vogelsang
    Katrin Vogelsang None
    Let me return to the sources, because it matters for the scope. Which of our systems can you connect? Does it matter that our transaction platform is built by our own engineers?
  51. Priya Raman
    Priya Raman None
    It can matter, yes. The common systems, CRM, helpdesk, email, the call recorder, are well trodden. An in-house platform is more of a conversation. It usually comes down to what it can export into Snowflake. Is that something your engineers already do?
  52. Katrin Vogelsang
    Katrin Vogelsang None
    Partly. Some tables already land in our warehouse for reporting. I do not know the full list. I would have to ask the data engineering lead.
  53. Priya Raman
    Priya Raman None
    Brilliant, that's a good action. If you can get me the list of what already lands there, we can see how much is ready and how much needs building. And that feeds directly into the connector count and the time.
  54. Matthias Ebner
    Matthias Ebner None
    May I ask about support? If the data is stale in the morning, if merchants are being served on yesterday's picture, whom do we call?
  55. Priya Raman
    Priya Raman None
    Good one. The nightly refresh is meant to be complete by 07:00 your local time on business days, on every tier. If it's not, you raise a ticket and there's a response time that depends on the tier. I'd rather quote the exact terms from the service schedule than paraphrase them.
  56. Katrin Vogelsang
    Katrin Vogelsang None
    What is the source for the 07:00? Is that in the contract?
  57. Priya Raman
    Priya Raman None
    It's in our standard service levels, and an executed order form can change any of them. So the order form is the document that counts, and I'll point you to the clause once there's a draft. Does that work?
  58. Katrin Vogelsang
    Katrin Vogelsang None
    It works. I will note it: standard service levels, order form decides.
  59. Matthias Ebner
    Matthias Ebner None
    I will say plainly: availability is one matter and the freshness of the data is another. For us, a system that is up but stale is not useful.
  60. Priya Raman
    Priya Raman None
    That's a really sharp distinction, and you're right, they're treated separately. Service credits for freshness are a feature of the Enterprise tier, not Growth. I'd rather tell you that now than have you find it in the small print. If freshness is critical, we should talk about what you actually need.
  61. Matthias Ebner
    Matthias Ebner None
    Thank you for being direct. I will think about it. Katrin, please note this as an open question.
  62. Katrin Vogelsang
    Katrin Vogelsang None
    Noted. Open question: freshness commitments and which tier. Owner, Matthias, together with Priya.
  63. Priya Raman
    Priya Raman None
    I'll take that with Matteo as well, since it touches terms. Right, let me check I've got the shape of it. You want one view of each merchant for account managers and risk, an EU region, evidence you can show an auditor, and a supplier story Matthias can defend. Have I missed anything?
  64. Katrin Vogelsang
    Katrin Vogelsang None
    One thing. Adoption. We have had tools that nobody used. If the account managers do not ask the brain questions, then we have paid for nothing.
  65. Priya Raman
    Priya Raman None
    Yes, and that's the honest risk with any tool like this. The thing that tends to matter is a clear owner on your side and a few specific questions the teams already ask every day. Elena would help you pick those at the start. Is there a question you'd want answered in the first week?
  66. Katrin Vogelsang
    Katrin Vogelsang None
    Yes. Which merchants have had a ticket, a hold and a call in the same month. Today nobody can answer that without a day of work.
  67. Priya Raman
    Priya Raman None
    That's a perfect demo question, actually. If we can get a sample of your data, Hannah could show exactly that in the next session.
  68. Matthias Ebner
    Matthias Ebner None
    Sample data. Please be careful. Merchant data is subject to our rules. I cannot approve sharing it before information security has looked at the arrangement.
  69. Priya Raman
    Priya Raman None
    Of course, and I wouldn't ask you to. We can use a small, anonymised extract, or we can run it inside your own Snowflake account once security is comfortable. Your call entirely, and we can start with the former.
  70. Katrin Vogelsang
    Katrin Vogelsang None
    The anonymised extract is realistic. I can ask my team what is possible. I would say within a couple of weeks.
  71. Priya Raman
    Priya Raman None
    That would be great. Then, if the demo is in a few weeks, we're well placed for a proposal and for the date you mentioned, 20 Jan 2026, without anyone being rushed.
  72. Matthias Ebner
    Matthias Ebner None
    On the date, I will not commit. It depends on the security review and procurement. If they need more time, the date moves.
  73. Priya Raman
    Priya Raman None
    Understood, and I'd rather have the right date than a hopeful one. Let me ask though: is there anything we can do to make the security and procurement part smoother? A questionnaire we can fill in early, a call with the right person?
  74. Matthias Ebner
    Matthias Ebner None
    Send me the written description first, with the data location, the exit arrangements and who has access. I will pass it to information security, and they will come back with their own questions. Procurement follows afterwards.
  75. Priya Raman
    Priya Raman None
    Lovely, that's a clear sequence. I'll send that written description to you both, and Katrin will keep the minutes of today.
  76. Katrin Vogelsang
    Katrin Vogelsang None
    Yes, I will send the minutes this afternoon. Please correct me if I wrote something wrongly.
  77. Priya Raman
    Priya Raman None
    Will do. One last thing from me on commercials. If the proposal includes any incentive, it'll have a deadline attached, so it's clear what it's tied to. I'll make sure that's visible rather than buried.
  78. Matthias Ebner
    Matthias Ebner None
    I prefer no surprises. A deadline is acceptable if it is written and reasonable.
  79. Katrin Vogelsang
    Katrin Vogelsang None
    Let us agree the next step, then, so it is precise. First: Priya sends the written description, the proposal outline, and the line-by-line cost split. Second: I ask data engineering for the list of tables already in the warehouse. Third: I ask my team about the anonymised extract. Fourth: a call with Elena and Matteo. Is that right?
  80. Priya Raman
    Priya Raman None
    That's exactly right. And dates: I'll aim to get the written pack to you by the end of next week. I'll also send two or three slots for the call with Elena and Matteo, so we're not doing the usual email ping-pong.
  81. Katrin Vogelsang
    Katrin Vogelsang None
    End of next week is good. And I will have the table list by then, if data engineering answers.
  82. Matthias Ebner
    Matthias Ebner None
    May I ask one more question before we close? Who at BB-Demo is accountable if something goes wrong? Not the sales contact. The person who answers for the service.
  83. Priya Raman
    Priya Raman None
    Good question. After signature that's Elena as customer success lead, and behind her there's the support route and an escalation path. I'd write the names and roles into the pack so you can put them in your register, and so that it's not just my say-so.
  84. Matthias Ebner
    Matthias Ebner None
    Good. That is what I need.
  85. Katrin Vogelsang
    Katrin Vogelsang None
    I have a small question about the pilot. Is there a way to try it with a limited group before we sign everything? Or is that not how you work?
  86. Priya Raman
    Priya Raman None
    Our usual route is the demo on your own data, then the proposal, then the order form under the master agreement. A small trial inside the contract isn't something I want to promise from here. Let me check with Matteo and tell you plainly in the pack, yes or no.
  87. Katrin Vogelsang
    Katrin Vogelsang None
    Fine. Yes or no, in the pack, with the source.
  88. Priya Raman
    Priya Raman None
    With the source, understood. I'm learning your pet phrases, Katrin.
  89. Katrin Vogelsang
    Katrin Vogelsang None
    It saves time later. Matthias, do you want to say anything on the decision?
  90. Matthias Ebner
    Matthias Ebner None
    Only this. The direction is sensible and I am willing to take it to information security. I make no commitment beyond that. Please keep the documentation complete and consistent.
  91. Priya Raman
    Priya Raman None
    That's more than fair, and thank you. I'll make sure every claim in the pack can be traced to a document, in the same way you'd want it traced in the product.
  92. Katrin Vogelsang
    Katrin Vogelsang None
    Then I think the agenda is covered. Is there something that is not in the minutes yet?
  93. Priya Raman
    Priya Raman None
    Just one for me: please add that the all-in figure of £62,000 is indicative, subject to scope, and includes the implementation. I want that on the record so nobody remembers it as a yearly price.
  94. Katrin Vogelsang
    Katrin Vogelsang None
    Added. Indicative, subject to scope, includes implementation, not a yearly price.
  95. Matthias Ebner
    Matthias Ebner None
    Thank you. That is clear.
  96. Priya Raman
    Priya Raman None
    Right. Well, thank you both, genuinely, this was a really useful conversation. You've been very clear about what matters, which makes my job easier. I'll get the pack over end of next week and the slots for Elena and Matteo.
  97. Katrin Vogelsang
    Katrin Vogelsang None
    Thank you, Priya. I will send the minutes today. Good day, both.
  98. Matthias Ebner
    Matthias Ebner None
    Thank you both. Good day.
  99. Priya Raman
    Priya Raman None
    Speak soon. Bye for now.
  100. Katrin Vogelsang
    Katrin Vogelsang None
    Goodbye.
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