Vellacott Payments / BB-Demo – Onboarding
Callcompleted
Vellacott Payments: documents · 2025-08-15 13:30
Onboarding is progressing: CRM and helpdesk are indexed, the call recorder is loading, finance and mailboxes are still to come. Tomasz Wiśniewski wants no training until the picture is complete, and will tell his team it is partial.
What was said
What this says
Current to 12 Oct 26Onboarding is progressing: CRM and helpdesk are indexed, the call recorder is loading, finance and mailboxes are still to come. Tomasz Wiśniewski wants no training until the picture is complete, and will tell his team it is partial.
What happened: Hamza Akhtar reviewed the actions from last time and the connector status. The CRM and helpdesk are loaded, the call recorder is working through its backlog, and finance has not started.
Customer view: Tomasz found the brain useful but noticed an answer missed one email thread. He does not want to overstate it to his team, so he will tell them the picture is partial until mailboxes are connected.
Commercial: Femi Olatunji asked about the 150-user licence, which is a soft limit, while connectors carry a hard limit. Hamza will check usage against the Enterprise allowance in writing.
Watch: Merchant onboarding and complaints teams are expected after testing, which is growth in users. Training should wait for finance and mailboxes, and Daniel Okafor is to be introduced as the CSM contact.
Themes
Current to 9 Oct 26Theme
Onboarding progress and rollout
Importance
neutral
Sentiment
positive
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Femi Olatunji to build a read-only finance view and send it to Hamza Akhtar by Wednesday.
- Hamza Akhtar to connect the mailbox connector, send the written limits check and introduce Daniel Okafor.
- Hamza Akhtar to confirm training dates once the call recorder backlog and finance load are done.
Risks
Current to 9 Oct 26- Answers are incomplete until the mailbox connector and finance load are done, which could damage trust with Tomasz's team.
- The call recorder backlog has no committed completion date, so training dates are not fixed.
- Connector use against the hard limit has not yet been checked.
Opportunities
Current to 9 Oct 26- Merchant onboarding and complaints teams are expected to join after testing, which would raise user numbers.
- Separate training sessions for each team could deepen adoption.
Transcript
Tomasz Wiśniewski NoneHamza, hello. Femi is on his way, he's finishing a deployment.
Hamza Akhtar NoneNo problem. Afternoon, Tomasz. Good week?- Tomasz Wiśniewski NoneBusy. Friday afternoons are never quiet in payments, everybody wants their payouts before the weekend. But good, yes.
Femi Olatunji NoneSorry, sorry, I'm here. Can you hear me? Right, okay.- Tomasz Wiśniewski NoneGood. Let me be concrete and start with the three actions from last time. Femi, the network policy. Femi, the duplicates list. And Hamza, the scoping notes and the call with our complaints head. Who goes first?
- Femi Olatunji NoneI'll go. Network policy is approved and applied, so Hamza was able to load the CRM. The duplicates list I sent on Friday, it was rough, about the worst offenders only.
- Hamza Akhtar NoneYes, got it, thank you. It was actually really useful. I mapped the worst ones inside the brain so you get one page per client, and I kept a note of which source names I merged, so you can see it and reverse it.
- Tomasz Wiśniewski NoneGood. And the complaints call?
- Hamza Akhtar NoneHappened on Tuesday, with her and Femi. She was fine once we showed her that free text fields can be left out of the index, or only included for named roles. She wants the case notes excluded for now and the category and outcome fields included.
- Tomasz Wiśniewski NoneThat's enough for me. She's the owner, then. Written down.
- Femi Olatunji NoneOne more thing from my side. We raised two tickets this month. One was about a permission error on the second connector, and one was about how the role mapping works. Both were answered, but I wanted to say it out loud in case you were counting.
- Hamza Akhtar NoneI saw both. The permission one was on our side, a missing scope in the instructions I wrote. I've corrected the document. The second was a how-to. Neither was urgent, as I understand it.
- Tomasz Wiśniewski NoneGood. Nothing floating, then. Hamza, share the status please.
- Hamza Akhtar NoneSure, sharing now. Give me a moment to find the right window. There. So the CRM connector is loaded and indexed. The helpdesk is loaded too, and the call recorder is running through its backlog, which takes a while because there are a lot of recordings.
- Tomasz Wiśniewski NoneHow long is a while?
- Hamza Akhtar NoneA few more days, I'd say, though I'd rather not promise a date until I see the rate tomorrow. Finance is the last one and we haven't started it, as planned.
- Femi Olatunji NoneFinance, I need to give you a read-only view rather than the base tables. I'll build that this week, so you only see what the brain needs.
- Tomasz Wiśniewski NoneFemi, by when?
- Femi Olatunji NoneWednesday. I'll send it to Hamza directly.
- Tomasz Wiśniewski NoneWednesday. Okay.
- Hamza Akhtar NoneWhile we have the screen up, let me show you what your five or six users are actually doing. They're asking questions, mostly about single clients, which is what we want. You can see the questions and the pages they open.
- Tomasz Wiśniewski NoneYes, I see. These are my team. Look, this one is mine, I asked about the payout delays for one marketplace. It was useful, but the answer missed one email thread.
- Hamza Akhtar NoneRight, that's likely because the mailbox connector isn't on yet. It's in the order, after the call recorder. Once it's in, that thread should appear. I'd treat it as a gap in coverage, not a fault.
- Tomasz Wiśniewski NoneGood. I wanted to make sure. Because I tell my team it's the whole picture, and I don't want to be wrong in front of them.
- Hamza Akhtar NoneThat's fair, and it's worth saying to them straight: until the mailboxes are connected, the picture is partial. Better to be honest early.
- Tomasz Wiśniewski NoneYes. I'll tell them on Monday.
- Femi Olatunji NoneHamza, can I ask about the user count? The licence says one hundred and fifty. Is that a hard stop or will it just tell us?
- Hamza Akhtar NoneFor users it's a soft limit, so nothing breaks when you pass it, but it's what the subscription covers. For connectors it's different, there is a hard limit. I'll check what you've used against the Enterprise allowance and send it in writing so there's no doubt.
- Femi Olatunji NoneThat would help. We'll be nowhere near it for a while anyway.
- Tomasz Wiśniewski NoneNot yet. But merchant onboarding and complaints will come in after we've tested, and then we are not so small.
- Hamza Akhtar NoneThat brings me to the rollout plan. My suggestion is a short training session for each of those two teams, rather than one big one, because they ask very different questions. Merchant onboarding cares about checks and documents, complaints cares about cases and timelines.
- Tomasz Wiśniewski NoneAgreed. Who runs it? I don't want it to be me, I'm the wrong person, I'll make it sound like my team's tool.
- Hamza Akhtar NoneI can run the sessions. It would be worth Daniel Okafor, your customer success manager, sitting in on at least one, because he'll be your contact once onboarding finishes. I'll introduce him properly by email.
- Tomasz Wiśniewski NoneGood. Do that. And let's not start with training until finance is in and the mailboxes are in. Otherwise they will see holes.
- Hamza Akhtar NoneCompletely agree. So I'd pencil the first session for after the finance load, and I'll confirm dates once the call recorder backlog is done.
- Femi Olatunji NoneSingle sign-on, by the way, since you asked last time. Our identity team picked an approach. I'll write it up and send it to Hamza. It's the standard route, nothing exotic.
- Hamza Akhtar NoneBrilliant, that makes the last phase much easier.
- Tomasz Wiśniewski NoneGood. So, summary. Femi, read-only finance view by Wednesday, identity write-up to Hamza. Hamza, mailbox connector next, the written check of limits, the introduction to Daniel, the training dates. Me, I tell my team about the partial picture on Monday.
- Hamza Akhtar NoneThat's all of it. I'll send the notes today.
- Femi Olatunji NoneNothing from me. Thanks both.
- Tomasz Wiśniewski NoneCheers, Hamza. Have a good weekend, both of you.
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