Brenneck Pay / BB-Demo – Check In
Callcompleted
Brenneck Pay: documents · 2026-07-27 13:45
Growth check-in with Katrin Vogelsang: about eleven daily active users against forty seats, a request for a side-by-side merchant dashboard, and an early look at the 3 Feb 2027 renewal. Tone positive, with a pointed question on seat value.
What was said
What this says
Current to 11 Oct 26Growth check-in with Katrin Vogelsang: about eleven daily active users against forty seats, a request for a side-by-side merchant dashboard, and an early look at the 3 Feb 2027 renewal. Tone positive, with a pointed question on seat value.
What happened: Elena Novak ran the 27 Jul 2026 check-in with Katrin Vogelsang, Head of Merchant Operations. Usage was about eleven daily active users against forty Growth seats, with one low-priority ticket in the last thirty days.
Customer view: Katrin challenged the gap between eleven and forty, and asked for a sourced value note she can give her director. She said her team now asks the brain without her.
Commercial: Katrin wants one dashboard per merchant segment and asked about a dispute-process source, which would count against the Growth connector limit. She wants any extra cost named early, through Matteo Ricci.
Watch: the renewal date is 3 Feb 2027. Elena owes a value summary before the formal notice, about ninety days out.
Themes
Current to 9 Oct 26Theme
Growth adoption and renewal path
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 the usage export with distinct user count and the log paragraph, with the written minutes.
- Katrin Vogelsang sends two names for the dashboard session and finds out which system holds the dispute process.
- Elena Novak prepares a sourced value summary before the renewal notice and proposes quarterly review dates.
Risks
Current to 9 Oct 26- Only about eleven of forty licensed seats are active, so Katrin may question what the subscription is worth at renewal.
- A dispute-process source may need an extra connector or add-on beyond the Growth connector limit, and Katrin wants cost raised early.
- Katrin said the quarterly review date moved twice last time, so another slip would hurt confidence.
Opportunities
Current to 9 Oct 26- Bring in the seat holders who logged in once and not again, using a one-page guide for account managers.
- Build a side-by-side merchant dashboard for account managers and merchant risk in the dashboards builder.
- Connect the dispute process if it sits in a connectable system, subject to engineers and the commercial route through Matteo Ricci.
Transcript
Elena Novak NoneHello Katrin, good afternoon. Can you hear me properly?
Katrin Vogelsang NoneGood afternoon, Elena. Yes, I hear you well. Can you hear me? I have changed to the headset today, the room microphone was echoing last time.- Elena Novak NoneVery clear, much better than before. Thank you for making the time. How is your week, is it busy in Frankfurt?
- Katrin Vogelsang NoneBusy, but a good busy. It is Monday, so the merchant review meetings are all stacked in the morning, and then the afternoon is quiet. This is why I like to have calls at quarter to two.
- Elena Novak NoneGood, then we use the quiet time well. The weather in Amsterdam is grey and wet, so I am happy to be indoors.
- Katrin Vogelsang NoneHere it is too hot, honestly. The office air conditioning is fighting a losing battle. Please, go ahead with the agenda.
- Elena Novak NoneOf course. As I wrote in my email last week, I propose four points. One, usage since the last review. Two, the one ticket you raised in the last thirty days. Three, what your teams would like to do next with the brain, including the dashboards. Four, a first look at the renewal timeline, so there are no surprises. To confirm, this is a check-in, not a sales call.
- Katrin Vogelsang NoneThat is exactly what I have on my page also. Good. And I will take the minutes on my side, as always, so we can compare afterwards.
- Elena Novak NonePerfect, and I will send mine in writing today, as agreed. So, usage. I will share my screen, one moment. Can you see the admin view?
- Katrin Vogelsang NoneYes, I see it. The chart with the blue line going up. That looks friendly.
- Elena Novak NoneIt does. So, you are licensed for forty users on Growth. Over the last thirty days the average number of active users was about eleven. Compared with the previous quarter, that is up by about half. In a quarter where nobody pushed a campaign, I think this is a healthy trend.
- Katrin Vogelsang NoneWait, to be precise, you say eleven is the average of daily active users, or the number of different people in the month? These are not the same thing.
- Elena Novak NoneGood question, and you are right to ask. It is the average number of active users over the thirty days, so a daily average, not the number of distinct people. The distinct count is higher. I can export that for you, if you want it in writing.
- Katrin Vogelsang NoneYes please. What is the source of the figure? I need to be able to say where it comes from if my director asks.
- Elena Novak NoneThe source is the usage report in the admin area of your brain, which is built from the activity logs inside your own Snowflake account. So it is your data, not a number we calculate somewhere else. I will make sure that the export names the report and the date range, so you can cite it.
- Katrin Vogelsang NoneGood. That is what I wanted to hear. Because the auditors, when they come, they ask me not only what we do, but how we know.
- Elena Novak NoneUnderstood. Mm. Shall I say a little about who the active people are? Roughly, not by name, unless you want names.
- Katrin Vogelsang NoneRoughly is fine. I think I know already. It is the account managers, mostly, and two from merchant risk. Yes?
- Elena Novak NoneThat matches what I see. The account managers ask the most questions, and the merchant risk colleagues use search and the merchant pages more. What I notice is that the questions are spread over several people now. A few months ago a large share came from one or two users. That is a better position, because you are less dependent on a single person.
- Katrin Vogelsang NoneYes, this is a point I care about. When I was the main one asking, it was not a system, it was my hobby. Now my people ask without me. I hear them in the corridor, they say, ask the brain, what does the brain say about this merchant.
- Elena Novak NoneThat is lovely to hear, honestly. That kind of habit is what we hope for.
- Katrin Vogelsang NoneBut I will be honest also. Eleven of forty, it is not so many. I look at the licence number and I think, we pay for forty. Why do I not have forty people?
- Elena Novak NoneA fair challenge, and I would rather you say it. Let me answer in two parts. First, the trend is in the right direction and it is going up without pressure. Second, yes, there is headroom. Your licence covers forty users, and you are using a fraction. So I do not see a need for more seats. I see a chance to bring in more of the people who already have a seat.
- Katrin Vogelsang NoneSo who is missing? Who has a seat and does not use it?
- Elena Novak NoneI can look. One moment, I filter by last login. Hmm, loading. Yes. There are a number of seats assigned to people who logged in at the start and then not again. I would not guess the reason from here. It may be that they do not have a daily need, or that nobody showed them a first useful question.
- Katrin Vogelsang NoneI think it is the second one. People need a reason. If I tell them, use the brain, they nod and they do not. If I tell them, before your Thursday merchant call, look at the merchant page, then they do.
- Elena Novak NoneThat is a very practical point. Could we make it concrete? For instance, I could prepare a short one-page guide for account managers, with three questions to ask before a merchant call. You review it and tell me whether it fits your process.
- Katrin Vogelsang NoneYes, but let it be in German and English. Some of the colleagues prefer German, and I would like the wording of the risk questions to be precise. Merchant risk will not accept loose language.
- Elena Novak NoneNoted, both languages. To confirm, the draft is mine, the review of the risk wording is yours. I will make sure that the guide uses only features you already have, so nobody asks for something that is not there.
- Katrin Vogelsang NoneGood. Let us agree the next step on this at the end, so I do not forget. Now, the ticket. You wrote one ticket.
- Elena Novak NoneYes. In the last thirty days there was one ticket, and nothing high priority. Nothing is open that worries me. I wanted to ask you, from your side, how did the support feel? Fast enough, clear enough?
- Katrin Vogelsang NoneHonestly I barely remember it, which I think is a good sign. One of my colleagues asked, he got an answer, and he was not blocked afterwards. If it had been a problem I would have heard it from him with some drama.
- Elena Novak NoneThen I take that as a good sign too. If anything feels slow, please tell me directly, and I will follow it up myself rather than you needing to chase the queue.
- Katrin Vogelsang NoneThank you, I will. Next point?
- Elena Novak NonePoint three, what you want to do next. You have the dashboards builder on Growth. Before the call I saw that a few dashboards exist, but I do not know whether they are used in meetings. Is there a view you wish you had?
- Katrin Vogelsang NoneYes. There is one thing. I would like one dashboard per merchant segment that shows, side by side, what the account manager sees and what merchant risk sees. Today they look at the same merchant and sometimes they come to different conclusions, and then we have a meeting just to understand why.
- Elena Novak NoneThat is precisely the reason your organisation bought the brain, so I would like to support it properly. Can I ask a few questions so I understand it? When you say different conclusions, is it a different data source, or the same data read differently?
- Katrin Vogelsang NoneMostly the second. Same transactions, same merchant. The account manager looks at volume and relationship. Risk looks at chargebacks and unusual patterns. Both are right. But the account manager does not see the risk side, so he is surprised when we say we want to review a merchant.
- Elena Novak NoneI see. So the dashboard is not about new data, it is about putting two existing views next to each other, so there is no surprise. Is that fair?
- Katrin Vogelsang NoneYes, exactly. No surprise. This is a good sentence, I will use it.
- Elena Novak NonePlease do. Then I propose this. I sit with one of your account managers and one colleague from merchant risk, perhaps for an hour, and we build the first version together in the dashboards builder. You choose which two people. Afterwards, you decide if it is useful enough to roll out.
- Katrin Vogelsang NoneI like this. A small group. Not twenty people in a call, then nobody speaks. Let me think who. One of the senior account managers who is already positive, and the risk analyst who asks the most questions. I will tell you the names by email, so it is written.
- Elena Novak NoneThat is helpful, thank you. And one more point, if I may. The data for these views stays in the EU region, as agreed at the start. Nothing changes there with a dashboard. Do you want me to state that in the follow-up, in case someone asks?
- Katrin Vogelsang NoneYes, please write it. Residency is a question that comes back every few months, from compliance, and I like to answer with a document and not with my memory.
- Elena Novak NoneUnderstood. I will include the sentence on residency and the name of the region setting, so compliance has something to point to.
- Katrin Vogelsang NoneGood. Now, a question from me. You said, the connectors. Do we have all the sources that we need? Because merchant risk asked me last week whether we can also include something from the dispute process, and I did not know what to answer.
- Elena Novak NoneGood that you ask before assuming. May I say what I know and what I do not? I know which systems are connected today and that Growth has a limit on connectors. What I do not know yet is whether the dispute process lives in a system that we can connect, or in spreadsheets and email.
- Katrin Vogelsang NoneHonestly, I think it is a bit of both. I will ask the colleague who runs it. I should not promise something that I do not understand.
- Elena Novak NoneThat seems wise. When you know, tell me the system, if there is one, and I will check with our engineers whether it is possible and how it counts against your connector limit. I will not give you a date for that before I have heard from them.
- Katrin Vogelsang NoneFine. And if it costs extra, I want to hear it early. Not at the end.
- Elena Novak NoneOf course. If it needs an add-on, I will say so at the start, and the commercial side would go through Matteo Ricci, who you know. I do not want you to hear a price from me that he has not confirmed.
- Katrin Vogelsang NoneMatteo, yes. He is the one who did the original discussion. Good. So no surprise, again.
- Elena Novak NoneNo surprise. Right. Shall I move to the fourth point, the renewal? I will keep it short, because it is still a good way off.
- Katrin Vogelsang NoneYes. I know the contract ends early next year. I have it in the calendar. Please say what I should expect.
- Elena Novak NoneTo confirm the facts as I have them. You signed on Tuesday 3 February 2026. The contract runs to 2 Feb 2027, and the renewal date is 3 Feb 2027. The annual amount on the order form is fifty thousand pounds, and that is also what has been invoiced. There are no overdue invoices, so on the money side everything is in order.
- Katrin Vogelsang NoneGood. Fifty thousand, forty users, Growth. This matches my records. I like when the numbers agree with each other.
- Elena Novak NoneSo do I. Now, the process. About ninety days before the end, I will send you a formal renewal notice, in writing, and we then have the renewal conversation together with Matteo. Until then my aim is only that your teams get more value, so that the decision is easy.
- Katrin Vogelsang NoneWhat is the decision, in your view? Is it only yes or no?
- Elena Novak NoneIn practice there are three questions. Does the brain deliver value, which we are discussing now. Is the size right, meaning seats and connectors. And is there a new team who should be included. I would rather we prepare answers for these over the next months than discuss them in a hurry.
- Katrin Vogelsang NoneI agree. And for my own planning, I will need something I can give to my director. A short note: what we use, what it is worth, what we want. With the source for each claim, please.
- Elena Novak NoneThat is a good request. I will prepare a value summary for you before the renewal discussion, with the usage trend, the questions asked, the dashboards built, and where each number comes from. You can edit it freely. I will make sure that it is ready well before the ninety days.
- Katrin Vogelsang NoneGood. I would also like the quarterly review to be in the calendar, with the people. Last time the date moved twice, I do not want this.
- Elena Novak NoneFair. I take responsibility for that. I will propose dates this week, and I will ask you to confirm one, so it is in both calendars. I will also add one colleague from merchant risk to the invitation, if you agree.
- Katrin Vogelsang NoneYes, add the risk analyst. Good. Elena, one more point that is not on the agenda. May I?
- Elena Novak NonePlease, of course.
- Katrin Vogelsang NoneSome of my colleagues ask me what the brain does with their questions. They are a little careful, in Germany we are always a little careful. They ask, does somebody read what I ask. Can my manager see it?
- Elena Novak NoneAn important question, and I am glad it is raised openly. Let me answer carefully. The brain runs inside your own Snowflake account, so the questions and the logs sit in your environment, under your own access rules. We at BB-Demo do not read your colleagues' questions as part of the service. Who inside Brenneck Pay can see the activity logs is something your administrators decide.
- Katrin Vogelsang NoneAnd is this written somewhere, in a form I can send? Not a long document, just something that says it clearly.
- Elena Novak NoneI do not want to improvise the exact wording, so I will find the right paragraph from the documentation and the order form, and send it to you with the source named. If there is something I cannot confirm, I will say so, and not guess.
- Katrin Vogelsang NoneThis is right. Not guess. Good.
- Elena Novak NonePerhaps I could suggest something small as well. When you introduce the one-page guide to the account managers, you could mention in one line that the logs stay inside your own environment. People are more relaxed when they hear it from you than from a vendor.
- Katrin Vogelsang NoneYes, I will do this. It is a good idea, I can put it in the team meeting. They listen when it comes from me, because I am the one who is responsible if something goes wrong.
- Elena Novak NoneExactly. Then let me go back over the list before we finish, because I want to be sure we have the same one. Would you like me to read it out?
- Katrin Vogelsang NoneYes please, slowly. I write it down.
- Elena Novak NoneOne. I send you the usage export, with the distinct user count, the report name and the date range. Two. I draft the one-page guide for account managers, in German and English, and you review the risk wording. Three. You send me two names, one account manager and one from merchant risk, and I set up an hour to build the side by side dashboard. Four. You find out whether the dispute process sits in a system that can be connected, and tell me which one. Five. I send you the paragraph on where the questions and logs are stored, with the source. Six. I send dates for the quarterly review. Seven. I prepare the value summary before the renewal notice.
- Katrin Vogelsang NoneSeven points. Mm. Let me check against my notes. The export, the guide, the names, the dispute system, the paragraph about the logs, the dates, the summary. Yes. It is the same. One thing: who owns each, and by when? Let us agree the next step properly, not only the list.
- Elena Novak NoneYou are right, a list without owners is only a wish. Points one, two, five, six and seven are mine. I will send the export and the paragraph about the logs within the next two days, together with the written minutes. The draft of the guide I will send by the end of next week. The dates for the review I will propose this week.
- Katrin Vogelsang NoneGood. And mine are three and four. I will send the names by Wednesday, and the answer about the dispute system I will try by the end of next week. I say try, because it depends on the colleague, and I do not want to promise for him.
- Elena Novak NoneThat is entirely reasonable, thank you for being straightforward. If it moves, a short note is enough, and I will adjust my side.
- Katrin Vogelsang NoneYes, I will always write a note. I never let a deadline pass in silence. It is my little rule.
- Elena Novak NoneI have noticed, and I appreciate it very much. It makes my work easier.
- Katrin Vogelsang NoneElena, before we finish. I want to say something positive, because I always ask the critical questions. When we started, I was not sure the teams would take it. Now there are people in my team who ask me why a merchant page is slow to open, as if it was a normal tool. This means it became normal. For me, this is the best measure.
- Elena Novak NoneThank you, that is kind, and I will pass it on to the team that works behind the scenes. For me too, it is the sign that matters most. A tool becomes normal when people complain about its small details. Please tell me about the slow page, by the way, so I can look at it. I do not want to leave it as a grumble.
- Katrin Vogelsang NoneI will ask which page it was. I think it was a merchant with a very long history. I will send you the name of the merchant, not in the group chat, in an email.
- Elena Novak NonePerfect. That is exactly the kind of example I can give to the engineers, and they can reproduce it.
- Katrin Vogelsang NoneGood. And you will send the minutes today?
- Elena Novak NoneToday, as agreed, before the end of my working day. You will have the seven points, the owners and the dates in one message, and you tell me if I have misunderstood anything.
- Katrin Vogelsang NoneThen it is all clear for me. I do not have more. Do you have anything else?
- Elena Novak NoneOnly one small thing. I will include in the follow-up the date of the next review, once we have fixed it, and the names of those invited. Apart from that, nothing. It was a very constructive call.
- Katrin Vogelsang NoneI think so too. I go now to my next meeting, it is the one with the account managers, so I can tell them about the guide already. Thank you, Elena.
- Elena Novak NoneThank you, Katrin. Please say hello to your team from me. Kind regards, and until the written follow-up. Goodbye.
- Katrin Vogelsang NoneGoodbye, Elena. Speak soon.
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