Brenneck Pay / BB-Demo – Check In
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Brenneck Pay: documents · 2026-05-05 15:15
Katrin Vogelsang reported adoption spreading across merchant operations and risk. She wants onboarding documents connected, an audit evidence note and a team session. The Growth contract and invoices match at £50k.
What was said
What this says
Current to 12 Oct 26Katrin Vogelsang reported adoption spreading across merchant operations and risk. She wants onboarding documents connected, an audit evidence note and a team session. The Growth contract and invoices match at £50k.
What happened: In the 5 May 2026 check-in, Elena Novak showed average active users of around seven, almost four times the previous quarter. Two tickets in thirty days were reported, with response times inside the Growth terms.
Customer view: Katrin values the single merchant view and wants a trail she can show her BaFin auditor. She said more onboarding documents are needed and the current part is thin.
Commercial: The Growth contract is £50k a year, matches the invoices and runs to 2 Feb 2027, with renewal on 3 Feb 2027. Katrin wants the quarterly review to supply a value case before budgeting in the autumn.
Watch: The Growth limit is eight connectors and Elena has not yet checked how many are configured. German-language answers are an open question for product.
Themes
Current to 9 Oct 26Theme
Adoption growth and connectors
Importance
renewal
Sentiment
positive
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Elena Novak sends written minutes the same day as the call, with the usage split by team and the usage view name.
- Elena checks the configured connector count against the Growth limit and sets out the options.
- Elena sends Katrin a two-page note on the answer trail and EU data location, to Katrin only.
Risks
Current to 9 Oct 26- Katrin must show a BaFin auditor where answers came from, and BB-Demo cannot say what the auditor will accept.
- Adding onboarding documents may exceed the Growth limit of eight connectors.
- Answers coming back in English is a small barrier for German-speaking account managers.
Opportunities
Current to 9 Oct 26- Seven active users against forty licences leaves headroom, and Katrin wants the whole merchant risk team trained.
- Extra connectors for onboarding documents could be an upgrade or add-on conversation.
Transcript
Elena Novak NoneHello Katrin, good afternoon. Can you hear me properly?
Katrin Vogelsang NoneGood afternoon, Elena. Yes, I hear you well. And you, is the sound all right on your side?- Elena Novak NoneYes, perfectly clear. Thank you for making the time. I know the end of the day is usually busy for your team.
- Katrin Vogelsang NoneIt is, but a check-in is on the calendar for a reason. Also the sun is out in Frankfurt, so everyone is in a better mood than on Monday.
- Elena Novak NoneSame in Amsterdam. Finally a week without rain. So, to confirm, I sent the agenda yesterday by email. There are four points. One, usage and adoption since the last quarter. Two, the support tickets. Three, the data sources and the evidence you need for your auditor. Four, the next steps, including a first look at the renewal timeline.
- Katrin Vogelsang NoneYes, I have it open here. I printed it, actually, old habit. Good. Let us agree one thing at the start: I would like the minutes in writing afterwards, with the actions and who owns them.
- Elena Novak NoneOf course. As agreed with you before, I will send written actions today, not tomorrow. I will make sure that each action has an owner.
- Katrin Vogelsang NonePerfect. Please begin with usage.
- Elena Novak NoneRight. I will share my screen, one moment. Can you see the usage page?
- Katrin Vogelsang NoneYes, I see it. The chart with the blue line.
- Elena Novak NoneThat is the one. So, the average number of active users over the last thirty days is around seven. Compared with the previous quarter, that is almost four times as many. When you started in February, the activity was mostly you and one or two colleagues from merchant operations.
- Katrin Vogelsang NoneYes, that is right. In the beginning it was really me and two account managers. Then the merchant risk colleagues saw how the single merchant view works, and they started to ask their own questions. To be precise, it was not planned. It happened because one of the risk analysts used it in a meeting and the others saw it.
- Elena Novak NoneThat is the best way for adoption to happen, in my experience. Somebody sees an answer in a meeting and wants the same thing for their own merchants.
- Katrin Vogelsang NoneMm. But seven is still far from forty. You have forty licences in the contract, if I remember correctly.
- Elena Novak NoneCorrect, forty licensed users on Growth. So there is a lot of room. I would say that is headroom, not a problem. You are not near any limit, and nobody needs to ask us for more seats.
- Katrin Vogelsang NoneGood. Because I do not want to pay for what we do not use. But I also do not want to be the only person who is asking questions. What is the source of the usage numbers? Is it logins, or is it questions asked?
- Elena Novak NoneFair question. The active user figure counts people who did something in the brain during the period, so a question, a search or opening a page. It is taken from the usage log inside your Snowflake account, in the EU region, so you can check it yourself. I can give you the exact view name in the minutes.
- Katrin Vogelsang NoneYes, please add the view name. My colleague in IT will want to look. And one more thing, I want to see who asks the questions. Not to control people, but to know whether it is one person with a large share.
- Elena Novak NoneI understand, and it is a sensible thing to watch. At the moment you are still the biggest single user, but not by a very large margin. It is spread over merchant operations and merchant risk. I will include the split by team in the written follow-up, so you have it with the date.
- Katrin Vogelsang NoneGood. That is exactly what I need. What do you see as the most common kind of question?
- Elena Novak NoneFrom what I can see, it is mostly one merchant at a time. People ask what is going on with a merchant: contact history, open tickets on the merchant side, and the risk notes next to it. That is what you bought it for, so it is good that it is the main use.
- Katrin Vogelsang NoneYes. Before, an account manager would call a colleague in risk and ask, and the risk person would open three systems. Now they look, and if they still disagree, at least they disagree about the same facts.
- Elena Novak NoneHa, yes. Disagreeing about the same facts is progress.
- Katrin Vogelsang NoneIt is the whole point. Next, tickets, please.
- Elena Novak NoneRight. In the last thirty days there were two tickets from your team. One of them was marked high priority. Neither of them is blocking your people, as far as I can see, and the response times were inside what is agreed for Growth. I will list both tickets with their timestamps in the written actions, so you can see for yourself.
- Katrin Vogelsang NoneWait, one moment. Who marked the high one as high priority? Was it us, or was it your support team?
- Elena Novak NoneThat I do not want to answer from memory. To confirm, I will check the ticket history and tell you in the minutes who set the priority and why. I do not want to guess.
- Katrin Vogelsang NoneGood, that is the right answer. I ask because if our people mark everything as high, then the priority means nothing, and I would like to coach them. And if it was your side, I want to understand.
- Elena Novak NoneUnderstood. Two tickets from a team that has nearly quadrupled its activity is quite a low number, to be honest. Many tickets with many users can be a healthy sign, but few tickets with growing use usually means people are getting on with it.
- Katrin Vogelsang NoneOr it means they are not telling me. But I think they would tell me. This group is not shy.
- Elena Novak NoneThen I am happy. Shall we move to data sources? I know the auditor point is important for you.
- Katrin Vogelsang NoneYes, very. So the position is this. As a payment institution supervised by BaFin, we get questions about where merchant data is kept, who can see it, and how a decision about a merchant was made. If the brain is used by risk in a decision, I must show where the answer came from.
- Elena Novak NoneYes. Let me say what I can confirm and what I cannot. What I can confirm: the data is kept in the EU region, inside your own Snowflake account, as agreed in the order form. Every answer in the brain shows the records it used, so there is a trail from the answer back to the source record.
- Katrin Vogelsang NoneAnd what can you not confirm?
- Elena Novak NoneI cannot tell you what your auditor will accept as evidence. That is for you and your compliance colleagues. What I can do is prepare a short document that explains how the trail works, where the data sits, and who has access, so that your colleagues can judge it.
- Katrin Vogelsang NoneThat would be useful. A short document, not a big one. Two pages if possible. With screenshots of a real merchant answer, with the names removed.
- Elena Novak NoneYes, I will write that down. Two pages, screenshots with the merchant names removed. Who should I send it to, you or your compliance colleague?
- Katrin Vogelsang NoneSend it to me. I will forward it, and then I know what has gone where. I do not like it when documents travel without me.
- Elena Novak NoneUnderstood, to you only. Now, a related question from my side. Are all the sources you wanted connected and loading? Or is there one that your team still asks about?
- Katrin Vogelsang NoneMostly yes. The CRM and the helpdesk are fine, people see them. What people ask for is more of the merchant onboarding documents. At the moment that part is thin.
- Elena Novak NoneThank you, that is useful. Let me be careful here. The Growth tier allows eight connectors, and I would need to check how many you have configured before I say whether this fits. I do not want to promise it today. I will look at the connector list and put the answer in the minutes.
- Katrin Vogelsang NoneFine. And if it does not fit, tell me what the options are. I would rather know.
- Elena Novak NoneOf course. If there is a limit, there are options, and I will lay them out plainly. If there is no limit, then it is a question of who in your IT team can give access to the documents, and how long it takes them.
- Katrin Vogelsang NoneThat I can find out. My colleague in IT is quite cooperative when I ask nicely. I would say we need a week, but let me ask first and then I tell you. I do not want to give you a date I cannot keep.
- Elena Novak NoneThat is exactly how I prefer it. No date until you have asked.
- Katrin Vogelsang NoneGood. Another thing, since we talk about growth. I would like to bring in the whole merchant risk team, not only the three or four who are already there. Do you have some kind of short training for them? Not a big workshop. Maybe a session of an hour where they ask questions on real merchants.
- Elena Novak NoneYes, we can do that. A short session on your own data works better than anything general. I would propose a small group, and you choose a few real merchants beforehand, so people see something they recognise.
- Katrin Vogelsang NoneYes. I choose the merchants. Maybe one easy, one difficult, one where risk and account management had a disagreement last quarter. That one is the most interesting.
- Elena Novak NoneI like that. The disagreement one makes the value visible. To confirm, I will propose two or three possible slots in the written actions. I will not choose a date today, because I need to look at the calendar on our side as well.
- Katrin Vogelsang NoneYes, send me the slots. And please write the agenda for the session as well, so that I can show my manager what it is.
- Elena Novak NoneNoted, a draft agenda with the slots. Now, may I use a few minutes for the commercial side, because I think you would like to have no surprises.
- Katrin Vogelsang NoneYes, please. It is better to talk early than late.
- Elena Novak NoneSo, the facts as they stand. You joined on 3 Feb 2026. The contract is on Growth, at £50,000 a year, and that is what is on the order form and also what has been invoiced. There are no overdue invoices on your account. The contract runs to 2 Feb 2027, and the renewal date is 3 Feb 2027.
- Katrin Vogelsang NoneYes, that matches my records. Fifty thousand, no open invoices, our finance team also said everything is paid. Good.
- Elena Novak NoneThank you for confirming. Now, as the customer success manager I will send you the formal renewal notice about ninety days before the end of the term. That is our usual practice. It is still some time away, so I do not want to start a negotiation now. I only want you to know the timeline, so that your budget planning is not a surprise.
- Katrin Vogelsang NoneI appreciate it. In Germany we plan the budget in the autumn, so if there is a change in price, it must be known then. What is the source for any change? Is there a change?
- Elena Novak NoneFair. I can only speak to what is in your order form, and I will not invent anything. Your contract is the Growth tier at the annual amount I just mentioned. If anything about the terms changes at renewal, it will be in the written notice, with the reason. I will not leave you to find out in January.
- Katrin Vogelsang NoneGood. That is what I wanted to hear. Let us agree the next step: you send the notice on time, and before that we have the quarterly review with the usage numbers, so that I can justify the renewal internally.
- Elena Novak NoneYes, exactly. The Growth tier includes a quarterly review, so we will use that one to prepare the value case. I would like it to answer one question for your manager: what did the brain change for merchant operations and merchant risk? With examples, not just charts.
- Katrin Vogelsang NoneYes. Examples are better. I have one already, actually. A merchant where the account manager and the risk analyst looked at the same view and found a pattern in a few minutes that previously took a day. I cannot tell you the name here, but I will write it down for the review.
- Elena Novak NoneThat is just what I mean. If you can describe it in a few sentences, with the rough time saved, I will build the review around it. I would not say anything about time saved that you have not told me.
- Katrin Vogelsang NoneUnderstood. I will write it myself, then there is no discussion later about the words.
- Elena Novak NoneGood. Is there anything else you would like to raise that is not on the agenda? Something your team has said, or something you are worried about.
- Katrin Vogelsang NoneNot worried. Maybe one point. My colleagues sometimes ask if the brain can be asked in German. They write their questions in German, and the answers come in English, mostly. For me it is fine, but for some of the account managers it is a small barrier.
- Elena Novak NoneThank you, that is a useful point and I am glad you said it. I do not know the exact behaviour in every case, so I will not answer from memory. I will ask our product colleagues and give you a written answer, and I will pass on that it comes from the account managers.
- Katrin Vogelsang NoneYes, please. And no promise if there is none. A clear no is also an answer.
- Elena Novak NoneA clear no is also an answer, agreed. Let me then summarise the actions, and please stop me if I have missed something.
- Katrin Vogelsang NonePlease. I will write them down as well.
- Elena Novak NoneOne. I send written minutes today, with the usage split by team and the name of the usage view. Two. I check the high priority ticket and tell you who set the priority and why. Three. I prepare the two-page explanation of the answer trail and the EU data location, to you only. Four. I check the connector count against the Growth limit for the onboarding documents, and give you the options.
- Katrin Vogelsang NoneYes, that is four. Go on.
- Elena Novak NoneFive. I propose slots and a draft agenda for the short session with the merchant risk team. Six. I ask our product colleagues about German-language questions and answers, and give you a plain answer. Seven. The quarterly review is prepared around your example, and you write the example yourself.
- Katrin Vogelsang NoneAnd on my side: I ask my colleague in IT about access to the onboarding documents, and I tell you whether it is a week or longer. I choose the merchants for the session. I write the example for the review. And I forward your explanation to compliance.
- Elena Novak NonePerfect, that is eleven actions between us, and each has an owner. I will put your four in the minutes as well, so nothing is lost.
- Katrin Vogelsang NoneGood. Then I think we are done early. Twenty-eight minutes, that is a record for our calls.
- Elena Novak NoneI will take it as a compliment. Thank you, Katrin, and thank you for the honest points, especially the German language one. It is easier to fix what I know about.
- Katrin Vogelsang NoneThat is my job, to say it. And thank you for the sources. I know I am annoying with that question.
- Elena Novak NoneNot at all. It is the right question, and it makes the work better. Then speak soon. Kind regards, Elena. Goodbye.
- Katrin Vogelsang NoneGoodbye, Elena. Have a good afternoon, and enjoy the sun in Amsterdam.
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