Vellacott Payments / BB-Demo – Onboarding
Callcompleted
Vellacott Payments: documents · 2025-09-19 14:30
Onboarding call on 19 Sep 2025. Tomasz Wiśniewski saw the brain join onboarding, partnership and complaints records and called it very good. His one concern is draft documents in the complaints folders. Rollout is staged by team.
What was said
What this says
Current to 11 Oct 26Onboarding call on 19 Sep 2025. Tomasz Wiśniewski saw the brain join onboarding, partnership and complaints records and called it very good. His one concern is draft documents in the complaints folders. Rollout is staged by team.
What happened: Hamza Akhtar closed the previous actions, demoed one marketplace client page and walked through SSO, SCIM and user rollout. Every action ended with a named owner.
Customer view: Tomasz wants complaints, onboarding history and partnership notes in one place. He said the demo answer would normally take someone an hour or more, and Femi Olatunji noted that compliance will want the sources.
Commercial: Hamza said the licence is for one hundred and fifty users and usage is nowhere near it. Rollout goes partnerships, then merchant onboarding, then complaints, one team a week, with training requested from the CSM Daniel.
Watch: Tomasz does not want drafts in the complaints folders quoted as final. He owns the check with the complaints lead. SSO is only enforced after Femi's leaver and joiner test.
Themes
Current to 9 Oct 26Theme
Onboarding, SSO and complaints
Importance
praise
Sentiment
positive
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Tomasz asks the complaints lead to confirm there are no working drafts, answer by the end of the following week.
- Femi runs the SSO leaver and joiner test early the following week, then Hamza enforces SSO.
- Hamza asks the CSM Daniel for the first team training session the following week.
Risks
Current to 9 Oct 26- Draft documents in the complaints folders could be quoted by the brain as final answers.
- SSO enforcement depends on Femi's leaver and joiner test being completed cleanly.
Opportunities
Current to 9 Oct 26- Staged rollout across partnerships, merchant onboarding and complaints can raise active users well within the licensed number.
- Complaints dashboards owned by admins show the customer investing in the dashboards builder.
Transcript
Hamza Akhtar NoneHello, both. Afternoon. Can you hear me?
Femi Olatunji NoneAfternoon. Yes, fine. Tomasz is just joining, I can see him in the lobby.
Tomasz Wiśniewski NoneHello, hello. Sorry, previous meeting overran. I am here now. Good afternoon, Hamza.- Hamza Akhtar NoneNo worries at all. Good to meet you properly, Tomasz. Femi's told me you like to start with the actions.
- Tomasz Wiśniewski NoneYes. Let me be concrete. Three actions from last time. One, Femi sends the identity contact and the group names. Two, Femi sends the list of complaints folders. Three, Femi drops the temporary grant after the backfill. What's the status?
- Femi Olatunji NoneSo, one is done, I sent it on Monday. Two is done as well, the complaints lead gave me the folders and I passed them to Hamza. Three, the backfill finished yesterday, so I dropped the grant this morning.
- Tomasz Wiśniewski NoneGood. All three closed. Hamza, you had actions also?
- Hamza Akhtar NoneI did, two of them. The access summary for your security people, which went over on Friday, and the scoped shared drive connector. That one's built and has done its first load.
- Tomasz Wiśniewski NoneExcellent. So we have no floating actions. I like that. Now, what is the agenda today?
- Hamza Akhtar NoneThree bits. First, a quick look at how the brain sees one of your marketplace clients across partnerships, onboarding and complaints. Second, SSO and SCIM going live. Third, who owns what once I step back.
- Tomasz Wiśniewski NoneYes. The first is what I care about most. When a marketplace client complains, I want to see their onboarding history and the partnership notes in one place, not in four.
- Hamza Akhtar NoneRight, that's exactly what we can show. Let me share. I'll use a client record from your data, and Femi, shout if anything looks wrong.
- Hamza Akhtar NoneSo, this is the page for one of your marketplace clients. Here you have the account notes from the CRM, here are the tickets from the helpdesk, and here the folder documents from complaints. The brain has joined them on the client name.
- Tomasz Wiśniewski NoneMm. So complaints is here, below. That is the key part. Can I ask it a question, like a person would?
- Hamza Akhtar NonePlease. Try something you'd really ask.
- Tomasz Wiśniewski NoneOkay. I type, which complaints from this client are still open and what did onboarding promise them about payout timing.
- Hamza Akhtar NoneAnd there's the answer. It lists the open ones, with the source for each, and then pulls the line from the onboarding notes. You can click through to the original.
- Tomasz Wiśniewski NoneThat is very good. Femi, did you see? Normally this is one hour of work for someone. Maybe more.
- Femi Olatunji NoneYeah, I saw. And the sources are there, which is what compliance will ask for. They'll want to know where an answer came from.
- Hamza Akhtar NoneAlways. Every answer carries its references, so nobody has to take it on trust.
- Tomasz Wiśniewski NoneOne concern. The complaints folders. I do not want drafts in there. If someone writes a draft response, and the brain quotes it as final, that is a problem.
- Hamza Akhtar NoneFair, and we scoped to the folders the complaints lead named, which should be the final record only. But it's worth a check. Femi, could you ask the complaints lead to confirm there are no working drafts in those folders?
- Femi Olatunji NoneYes, I'll do it. Actually, can I put it on Tomasz? The complaints lead reports into his area.
- Tomasz Wiśniewski NoneYes, fine. It is mine. I will ask the complaints lead, and I will have the answer before the end of next week. We close this today, I will message them straight after the call.
- Hamza Akhtar NoneBrilliant, thanks. I'll write that down against your name.
- Hamza Akhtar NoneLet me move to SSO. Femi, you've got the groups mapped. Can you tell me how the identity team feel?
- Femi Olatunji NoneThey're comfortable. They had a couple of questions about how SCIM removes people when they leave, and I think the access summary answered those.
- Hamza Akhtar NoneGood. So, deprovisioning is automatic. When someone's removed in your directory, their access to the brain goes at the next sync, and their seat is freed.
- Tomasz Wiśniewski NoneGood. And who tests it? What's the owner?
- Femi Olatunji NoneI can do that. I'll test with one leaver account and one new joiner and report back.
- Tomasz Wiśniewski NoneOkay. Femi, your name. When?
- Femi Olatunji NoneEarly next week. Monday or Tuesday.
- Hamza Akhtar NonePerfect. I'll switch SSO to enforced once Femi has confirmed it's clean, not before. That way nobody's locked out on day one.
- Tomasz Wiśniewski NoneGood plan. Now users. Last quarter was almost nobody. Now there are many more. How many can we add in the first wave?
- Hamza Akhtar NoneYou're licensed for one hundred and fifty, and you're nowhere near it. So realistically as many as you like. I'd just stage it by team so you can train each group and answer their questions.
- Tomasz Wiśniewski NoneYes. Partnerships first, since that is my team. Then merchant onboarding. Then complaints. One team each week.
- Femi Olatunji NoneThat's sensible. It also means I'm not fielding everyone's questions at once.
- Hamza Akhtar NoneAgreed. Daniel, who's your CSM, can run a short training for each team if you'd like. I'll pass that request over to him.
- Tomasz Wiśniewski NoneYes please. That would be useful. Hamza, you send the request to Daniel, and I'd like the first session to be next week.
- Hamza Akhtar NoneDone. I'll message him today.
- Femi Olatunji NoneOne technical thing before we wrap. The dashboards builder. When the teams start making their own, who can edit them? I don't want twenty versions of the same complaints chart.
- Hamza Akhtar NoneGood thing to settle early. Anyone in the working teams group can build, but you can set a small set of shared dashboards as owned by admins, and everyone else can copy but not overwrite. I'd do that for the complaints ones.
- Tomasz Wiśniewski NoneYes. Do it. Complaints dashboards are owned by admins. Femi, you are the owner.
- Femi Olatunji NoneFine. I'll set them up and tell the team they're read and copy only.
- Tomasz Wiśniewski NoneGood. So let me say the actions back. Me: ask complaints lead about drafts, answer by end of next week. Femi: SSO leaver and joiner test early next week, own the complaints dashboards. Hamza: SSO enforced after the test, request training from Daniel today. Correct?
- Hamza Akhtar NoneThat's all of it. I'll put it in the notes with the names against each one.
- Femi Olatunji NoneSounds right to me.
- Tomasz Wiśniewski NoneGood. Thank you both. This is going well. Cheers, Hamza. Cheers, Femi.
- Hamza Akhtar NoneThanks both. Speak soon.
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