Brenneck Pay / BB-Demo – Onboarding
Callcompleted
Brenneck Pay: documents · 2026-03-17 12:45
Onboarding call with Jonas Albrecht about six weeks after signing. The CRM connector is behind plan because the read-only role is not yet created; he commits to Wednesday. He wants audit paper, and the brain does not alert on stalled connectors.
What was said
What this says
Current to 11 Oct 26Onboarding call with Jonas Albrecht about six weeks after signing. The CRM connector is behind plan because the read-only role is not yet created; he commits to Wednesday. He wants audit paper, and the brain does not alert on stalled connectors.
What happened: Hamza Akhtar ran the onboarding session with Jonas Albrecht on 17 Mar 2026. Only the base install and admin login are done, and the CRM is behind plan because Jonas held the access role.
Customer view: Jonas is cautious and wants everything in writing: read-only grants on named schemas, EU residency evidence for an auditor, and a written answer on model calls. He will start with account managers, then merchant risk.
Commercial: Jonas confirmed the contract with Hamza: Growth, £50k a year, order form ending 2 Feb 2027, renewal 3 Feb 2027. Hamza said the figure matches invoices and pointed to the executed order form as the governing document.
Watch: Few of the forty licensed users are active, and no alert fires when a connector goes flat. Jonas owns a record count check with no date, and a slipped role delays the eight-week plan.
Themes
Current to 9 Oct 26Theme
Onboarding access and audit
Importance
neutral
Sentiment
neutral
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Jonas creates the read-only role on Wednesday morning and sends Hamza the statement he ran.
- Hamza sends the written pack, including the answer on model calls.
- Jonas sends load history so the nightly refresh can be set after his loads.
Risks
Current to 9 Oct 26- The CRM connector is behind plan until the read-only role is created.
- The brain does not alert when a connector's record count goes flat, and the customer's own check has no date.
- The written answer on model calls is still owed and the auditor pack depends on it.
Opportunities
Current to 9 Oct 26- Five connectors are named against eight on Growth, leaving headroom and a possible shared drive later.
- Bringing account managers in first, then merchant risk, would grow use of the forty licensed seats.
Transcript
Hamza Akhtar NoneAfternoon, Jonas. Can you hear me alright?
Jonas Albrecht NoneAfternoon. Yes, loud and clear. Give me a second, I'm closing a terminal.- Hamza Akhtar NoneNo rush. I've got the plan open on my side, so whenever you're ready.
- Jonas Albrecht NoneRight. Before we start, what broke and what I did. The nightly load from the payments warehouse failed on Sunday, a schema change upstream, somebody renamed a column. I checked the load history, fixed the mapping, re-ran it Monday morning. It's fine now.
- Hamza Akhtar NoneOkay, good to know. Is that one of the sources we'll be pointing the brain at, or is it separate?
- Jonas Albrecht NoneSeparate for now. But it's the same schema family, so it's the kind of thing I want to understand before we connect anything. A schema change is a schema change.
- Hamza Akhtar NoneFair. And it's a good lead in, actually, because today is mostly about that: what gets connected, in what order, and who owns what on your side.
- Jonas Albrecht NoneGood. Go on.
- Hamza Akhtar NoneSo, quick recap of where we are. You signed on Tuesday 3 February 2026, Growth tier, forty users licensed, and the data stays in the EU region. We're about six weeks in, the environment is set up inside your Snowflake account, and so far the only thing that's really happened is the base install and your admin login.
- Jonas Albrecht NoneYes. And the one ticket I raised, about the warehouse role. Your team answered it, I closed it. No complaints.
- Hamza Akhtar NoneYeah, I saw that. Thanks for closing it off tidily, it makes my life easier.
- Jonas Albrecht NoneIt was a one line grant. Which role has access is the whole question for me, so I'd rather it was documented properly than fixed quickly.
- Hamza Akhtar NoneThat's exactly where I wanted to start, then. Access model. What I'd like to do is have a dedicated role for the brain, owned by you, with read access only on the schemas you choose, and nothing else.
- Jonas Albrecht NoneRead only on named schemas. No account level privileges. And BB-Demo staff don't get a login to anything in production unless I grant it, for a fixed window, and I log it.
- Hamza Akhtar NoneAgreed, that's how we'd want it. For anything I need to see, I'll ask you on a call or in the ticket, and you decide.
- Jonas Albrecht NoneNot by email. I don't grant anything by email. Ticket or call, with the request written down.
- Hamza Akhtar NoneUnderstood. Ticket or call. I'll put that in the onboarding notes so nobody on our side tries it.
- Jonas Albrecht NoneGood.
- Hamza Akhtar NoneOkay. Connectors. Growth gives you eight. From the kickoff notes you mentioned the CRM, the helpdesk, the call recorder, the accounting system, and the payments warehouse. That's five, so we have headroom.
- Jonas Albrecht NoneFive, yes. Possibly the shared drive later, but I'm not committing to that today. I don't want to promise something I haven't tested.
- Hamza Akhtar NoneNo, that's sensible. Leave the sixth open. Which one do you want to go first?
- Jonas Albrecht NoneThe CRM. It's the cleanest, the merchant account managers live in it, and if the brain answers a question about a merchant correctly from the CRM alone, they'll believe it. The payments warehouse is the sensitive one. That goes last.
- Hamza Akhtar NoneRight, and that fits the stated goal, doesn't it. Account managers and merchant risk looking at one view of the same merchant.
- Jonas Albrecht NoneThat's the pitch, yes. Whether it holds is a different matter. Risk and account management don't even agree on what a merchant is. One is a legal entity, the other is a trading name.
- Hamza Akhtar NoneHa, yeah. We hear that a lot. That's going to be a modelling conversation, and I'd rather have it early than late. Who on your side can speak to it?
- Jonas Albrecht NoneMe, for the data. For the business meaning, I'd pull in one person from merchant risk and one account manager. Not a big committee. I'll find the names and put them in the ticket.
- Hamza Akhtar NonePerfect. Two people plus you. I'll keep sessions short, forty minutes tops, like this one.
- Jonas Albrecht NoneShort is good.
- Hamza Akhtar NoneRight, let me share my screen so you can see the sequence I'm proposing. Can you see it?
- Jonas Albrecht NoneYes. A bit small. Okay, that's better.
- Hamza Akhtar NoneSo the plan runs across eight weeks, which is the standard Growth implementation. Weeks one and two are the base install and access, which we've mostly done. Then the CRM and helpdesk, then the call recorder and accounting, and the warehouse in the final stretch, with testing before anything goes near the users.
- Jonas Albrecht NoneAnd where are we against that? Honestly.
- Hamza Akhtar NoneHonestly, a little behind on the CRM. We were meant to have it loading by now and we haven't, because we were waiting on the role. That's on the access side, not on you particularly, but I'd rather say it than hide it.
- Jonas Albrecht NoneIt's on me partly. I held the role until I'd written up the grants. It's written now. I can create it this week.
- Hamza Akhtar NoneBrilliant. When do you think? Because I don't want to push you into a Friday.
- Jonas Albrecht NoneNot a Friday. I don't change production on a Friday. Wednesday, in the morning, and I test it myself before I tell you it's done.
- Hamza Akhtar NoneWednesday morning, then. Honestly, that's the answer I was hoping for.
- Jonas Albrecht NoneDon't get excited. It's one role and four grants. I'll send you the statement I ran, not a summary.
- Hamza Akhtar NoneEven better. I'll review it and confirm the brain's service user can see exactly what's expected, and nothing more.
- Jonas Albrecht NoneMm. That brings me to a question. The data stays in the EU region. How do I show that to an auditor? Because they will ask. We're supervised, and they like paper.
- Hamza Akhtar NoneYes. So, two things. The brain runs in your Snowflake account, which you've already placed in an EU region, so the data doesn't leave your account at all. And from our side we'll give you a short document that describes what the brain stores, where, and what it reads.
- Jonas Albrecht NoneDoes it describe the model calls as well? Where the questions go when someone asks the brain something?
- Hamza Akhtar NoneThat's a fair thing to ask, and I don't want to answer from memory and get it wrong. Let me check with our security people and put the answer in writing. You'll have it in the ticket.
- Jonas Albrecht NoneGood. That's the right answer. I'd have been annoyed with a quick one.
- Hamza Akhtar NoneI know. I read your card on the account. Terse and technical, it said. I took that as a compliment.
- Jonas Albrecht NoneIt was not written by me.
- Hamza Akhtar NoneNo, I assumed not. Okay. Next. Users. You have forty licensed and, from what I can see, a handful of people have logged in so far. Is that what you expected?
- Jonas Albrecht NoneYes. It's me, two people from the data team, and one account manager who wanted to look. I told everyone else to wait until there's real data in it. There's no point showing them an empty room.
- Hamza Akhtar NoneI think that's wise, actually. People who see an empty brain on day one tend to decide it's not useful and they don't come back.
- Jonas Albrecht NoneThat's my experience of every internal tool I've ever shipped.
- Hamza Akhtar NoneHa. So the question is who the first real group is. Account managers, risk, or both together?
- Jonas Albrecht NoneAccount managers first. There are more of them, they ask simpler questions, and mistakes there are cheap. Risk are fewer and every wrong answer costs me a meeting with compliance. So risk second, once I trust the merchant model.
- Hamza Akhtar NoneThat's a sensible order. I'll shape the training around it. Elena, our CSM, will own the adoption side once we're live, so I'll bring her in around the time the CRM data is loading, so she isn't meeting you cold.
- Jonas Albrecht NoneFine. Does she need anything from me?
- Hamza Akhtar NoneOnly a list of the people for the first group and a sense of what questions they ask all day. Not a big exercise.
- Jonas Albrecht NoneI can get the account managers to write down five of their most annoying questions each. That's the real test set.
- Hamza Akhtar NoneOh, that's very good. Actually that's better than anything we'd have designed. If they're annoying questions, the brain either answers them or it doesn't, and we find out quickly.
- Jonas Albrecht NoneRight. And I'll mark which ones I know the answer to already. So I can check it against the load, not against opinion.
- Hamza Akhtar NoneBrilliant. Let's call that the acceptance set. Is that fair? We use it before anyone else is invited.
- Jonas Albrecht NoneAcceptance set. Yes. Write that down somewhere formal.
- Hamza Akhtar NoneWill do. Okay, let me stop sharing for a moment. Can I ask about the refresh? Your people will expect fresh data in the morning.
- Jonas Albrecht NoneThey will. My pipelines finish well before the working day, so it's whether the brain's refresh sits after mine or alongside it. If it runs while my loads are still going, it reads half a picture.
- Hamza Akhtar NoneYes, exactly that. The brain's nightly refresh is meant to be complete by seven in the morning, your local time, on business days. So we want it to start after your loads have finished, not before. What time do yours normally complete?
- Jonas Albrecht NoneI'd need to look at the history before I say. I don't want to guess a time and be wrong by an hour. I'll pull the last month of load history and send you the latest finish.
- Hamza Akhtar NoneThat's all I need. If your latest finish is comfortably before the refresh, we're fine. If not, we adjust our start, not your pipelines.
- Jonas Albrecht NoneGood. I would not want to move my pipelines for it.
- Hamza Akhtar NoneNo. Wouldn't dream of asking.
- Jonas Albrecht NoneNext question. What happens when a source goes quiet? Say the CRM export stops, or somebody changes a field. How do I find out?
- Hamza Akhtar NoneGood one, and it connects to what happened on Sunday. The admin view shows each connector and the number of records indexed. If a connector's count goes flat for a few days, that's your sign. It doesn't shout at you, you have to look, or we raise it in the reviews.
- Jonas Albrecht NoneSo it doesn't alert.
- Hamza Akhtar NoneNot on its own, no. I'd rather be straight about that. What I'd suggest is you add a check on your side, against the connector's record count, and we'll go through the numbers together every few weeks at first.
- Jonas Albrecht NoneFine. I'd rather own the check anyway. I'll write it as a query and keep it with the documentation.
- Hamza Akhtar NoneThat would be great. If you're happy to share it, other customers' admins would find it useful, but only if you're comfortable. No pressure.
- Jonas Albrecht NoneWe'll see. Let me see if it works first.
- Hamza Akhtar NoneOf course. Right. Documentation, then, because you mentioned it. What does an auditor need that I can help with?
- Jonas Albrecht NoneA list of every role, every grant, who approved it and when. A diagram of what reads from what. And a plain statement of what the brain can and can't write. Does it write anything back to the CRM?
- Hamza Akhtar NoneNo. It reads, indexes and answers. It doesn't write back to your source systems. I'll confirm that in the written pack so you're not relying on me saying it on a call.
- Jonas Albrecht NoneYes, please. I want it in a document I can attach.
- Hamza Akhtar NoneDone. So I'll produce a pack: the role and grants as you ran them, a diagram of the connectors, the data residency note, and the answer on the model calls once security have come back.
- Jonas Albrecht NoneAnd the contract dates. My manager will want the term in the same place. The order form runs to 2 Feb 2027, correct?
- Hamza Akhtar NoneContract end is 2 Feb 2027, and the renewal date on our side is 3 Feb 2027. I'd double check wording against the executed order form, which is what governs, but those are the dates I have.
- Jonas Albrecht NoneFine. That's fifty thousand pounds a year, I believe, yes?
- Hamza Akhtar None£50,000 a year, yes, that's the contracted annual figure for Growth. And that matches what's been invoiced, as far as I can see. If your finance team has a question on that, Matteo, our account owner, is the right person, not me.
- Jonas Albrecht NoneNo questions. I only want the number in the file.
- Hamza Akhtar NoneUnderstood. Okay. Let me think what's left. Training. We'll want a session for the first group once the acceptance set passes. Roughly an hour, hands on, on your data.
- Jonas Albrecht NoneNot before the acceptance set passes. And not the same week as month end. The account managers will not turn up.
- Hamza Akhtar NoneNoted. Away from month end. I'll check the calendar when we get there and propose a couple of slots rather than guess today.
- Jonas Albrecht NoneGood.
- Hamza Akhtar NoneThere's one more thing I should flag, so it isn't a surprise. Seeing the data as the account managers will see it often exposes cleanliness problems that nobody knew about. Duplicate merchants, missing owners. The brain doesn't create these, it just makes them obvious.
- Jonas Albrecht NoneI know. That's half of why I wanted it. Cheaper to find out from the brain than from a regulator.
- Hamza Akhtar NoneHa. Yes. Well, that's a good way to frame it to the account managers too, if you want. They'll resent being told their data is messy, but they'll accept finding it before someone else does.
- Jonas Albrecht NoneI'll leave the framing to whoever's good at framing. I'll just fix the records.
- Hamza Akhtar NoneThat's the split I'd go for. Right, I think we've covered it. Let me read back what I've got, and you stop me if I've got it wrong.
- Jonas Albrecht NoneGo on.
- Hamza Akhtar NoneOne. You create the brain's read only role on Wednesday morning, test it yourself, and send me the statement you ran. Two. I review that and start the CRM connector, then the helpdesk. Three. You send me the latest finish times from your load history so we can set the refresh after them. Four. You name one person from merchant risk and one account manager, and put them in the ticket. Five. The account managers write their annoying questions, and you mark the ones you can verify. Six. I come back with the written pack, including the answer on model calls.
- Jonas Albrecht NoneThat's right. Add one. The record count check is mine, I'll write it, no date on it.
- Hamza Akhtar NoneAdded. Seven. Your record count check, your pace.
- Jonas Albrecht NoneGood. And if the role takes longer than Wednesday, I'll say so in the ticket, not the day after.
- Hamza Akhtar NoneAppreciated. Honestly, say so early and I'll rearrange things. What I don't like is silence.
- Jonas Albrecht NoneNoted. I don't do silence. I do terse.
- Hamza Akhtar NoneHa, I can live with terse. Is there anything you wanted to ask that we haven't touched?
- Jonas Albrecht NoneOne thing. Support. If the brain gives a wrong answer and the account managers escalate, who do they call, and how fast? I want to say that in the kickoff to the team.
- Hamza Akhtar NoneThey raise a ticket through the usual route and on Growth a priority one gets a first response within one business hour. For how-to questions it's slower, naturally. And during onboarding you've got me directly, which is not forever, but it's a good few weeks yet.
- Jonas Albrecht NoneOne business hour. Okay. I'll say that and I'll say you gave it to me on a call, so you're on record.
- Hamza Akhtar NoneI am quite happy to be on record. It's in the service terms as well, so it isn't me being generous.
- Jonas Albrecht NoneGood. Then I've nothing else.
- Hamza Akhtar NoneBrilliant. Then I'll send a short follow up today with those seven points, so you've got it written down. And I'll book the next one for after the CRM is loading. Does a week on Wednesday sound sensible, same time?
- Jonas Albrecht NoneNot Wednesday, that's my role day, and I'll be testing. Make it Thursday, same time.
- Hamza Akhtar NoneThursday it is, quarter to one again. I'll send the invite.
- Jonas Albrecht NoneFine. One last practical thing. The recorder on this call, where does the transcript go? I'd like it in the ticket, not floating around.
- Hamza Akhtar NoneIt stays on our side, and I'll attach the notes to the ticket rather than the whole recording. If you want the full transcript, say so and I'll add it.
- Jonas Albrecht NoneNotes are enough. Thanks.
- Hamza Akhtar NoneNo problem. Thanks, Jonas, this was useful. I know you'd probably rather be fixing the column rename.
- Jonas Albrecht NoneI've fixed it. Now I'm going to eat lunch. Speak soon.
- Hamza Akhtar NoneEnjoy it. Speak soon, cheers.
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