Vellacott Payments / BG-Demo – Training
Callcompleted
Vellacott Payments · 17 Oct 2025 13:30
Hands-on training on 17 Oct 2025 using Tomasz's own question list. He found the client view and dashboard useful, and wants a page template, a scheduled email and an SSO date. Hamza made no promise on scheduling.
What was said
What this says
As at Fri 9 Oct 2026Hands-on training on 17 Oct 2025 using Tomasz's own question list. He found the client view and dashboard useful, and wants a page template, a scheduled email and an SSO date. Hamza made no promise on scheduling.
What happened: Hamza trained Tomasz on chat, search, pages and the dashboards builder using Tomasz's questions. Tomasz confirmed team leads have accounts and the helpdesk and CRM connectors now load.
Customer view: Tomasz said the client view was exactly what he wanted and the complaints dashboard was clearer than the old report. He asked how he can trust answers and was given the habit of reading the answer and opening one source.
Commercial: Hamza noted the dashboards builder and SSO come with the Enterprise tier. Scheduled email is unconfirmed and Tomasz told him not to promise it.
Watch: SSO should close before the next wave of users, and Femi owns the date. The nightly refresh timing needs explaining to the complaints team or they will think it is broken.
Themes
As at Fri 9 Oct 2026Theme
Training and Enterprise features
Importance
praise
Sentiment
positive
Voice
decision-maker
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Hamza Akhtar to check scheduled email with Daniel and reply to Tomasz by the end of the week.
- Femi Olatunji to give an SSO date, which Tomasz Wiśniewski will ask him for.
- Hamza Akhtar to send the notes and a link to the page template the same afternoon.
Risks
As at Fri 9 Oct 2026- Scheduled dashboard email is unconfirmed for Vellacott's plan and Tomasz asked Hamza not to over-promise.
- The complaints team may read the nightly refresh timing as a fault unless Tomasz explains it.
- SSO has no date yet and Tomasz wants it closed before the next wave of users.
Opportunities
As at Fri 9 Oct 2026- The weekly complaints dashboard and client page template show clear value to Tomasz and can be rolled out across marketplace clients.
- SSO following identity provider groups is an Enterprise feature Vellacott can use to keep leavers out automatically.
Transcript
Hamza AkhtarAfternoon, Tomasz. Can you see my screen yet, or is it still the waiting room?
Tomasz WiśniewskiAfternoon, Hamza. I see your screen. Good. Everyone else is dialling in, but let me first check the three actions from last time. Femi got the helpdesk connector reloaded, yes?- Hamza AkhtarYes, it's loading fine now, and the CRM too. The call recorder is the one still filling, it takes a few nights to catch up on the history.
- Tomasz WiśniewskiGood. And the second, team leads have accounts. I checked this morning, they are all in. Third, the question list. I have it here.
- Hamza AkhtarLovely, so let's use your questions as the training. It's more useful than me clicking around. Can you read me the first one?
- Tomasz WiśniewskiYes. Show me everything about one marketplace client this month. Complaints, onboarding issues, partnership calls. One answer.
- Hamza AkhtarRight, so I'll type it into chat the way you said it, and then we'll look at where each part came from. Give me a moment. There. You see it lists the complaints first, then the onboarding tickets, then the last two calls.
- Tomasz WiśniewskiMm. Okay, that is exactly the view I wanted. But how do I know it's not making this up?
- Hamza AkhtarGood question, and ask it of every answer. Each line carries its source. If you click that one, it opens the original ticket. That's the habit I'd like your team to have: read the answer, open one source, and you'll know how far to trust it.
- Tomasz WiśniewskiYes. Habit. Okay. I'll tell the team: answer, then one source. Next.
- Hamza AkhtarNext is search, which is different from chat. Search is when you know the thing exists and want to find it. Say a particular complaint reference or a person's name. Let me search for a client contact and show you the filters on the left.
- Tomasz WiśniewskiCan I filter by the source? Only tickets, only calls?
- Hamza AkhtarYes, that tick list there. Tickets, calls, CRM records. And you can save a search, which is useful if complaints repeats the same one every Monday.
- Tomasz WiśniewskiThey do. Every Monday, the same list, built by hand. Show me the saving.
- Hamza AkhtarOkay, so I name it, choose who can see it, and it appears in their sidebar. Done. Anyone on your side can use it, and it always runs on the latest data from the nightly refresh.
- Tomasz WiśniewskiNightly. So Monday morning it has the weekend?
- Hamza AkhtarIt has the weekend as long as the sources had it by the time of the refresh, which is complete by seven in the morning your time on business days. If someone logs a ticket at eight, it's in tomorrow's picture, not today's.
- Tomasz WiśniewskiOkay. That I need to tell the complaints team, otherwise they will say it's broken. Let me write it down. Nightly, seven, business days.
- Hamza AkhtarExactly. Now pages. A page is a saved view that pulls together answers about one thing, and the best use for you is a client page. One page per marketplace client, the same layout, so anyone can open it and know where to look.
- Tomasz WiśniewskiLet me be concrete. I want a template. Same sections for each client: partnership owner, open complaints, onboarding status, last three interactions. Can you make it?
- Hamza AkhtarI can, and better, I'll show you how, so it's yours. Let me build it live. I'll start from a blank page and add the first section from a question.
- Tomasz WiśniewskiWait, go back. You added the owner by typing a question? Not by choosing a field?
- Hamza AkhtarRight, a section is a saved question with a client placeholder. So when you open the page for a different client, the same question runs for that client. That's why it scales.
- Tomasz WiśniewskiGood. That is clean. What's the owner of the template, once it exists? Because people will change it, and then we have forty versions.
- Hamza AkhtarFair point. Pages have an owner and an edit permission. I'd put the template under you, give edit to you and Femi, and everyone else can copy but not change. Let me show where that setting lives.
- Tomasz WiśniewskiDo it. Me and Femi. Everyone else read.
- Hamza AkhtarDone. Now, the dashboards builder, which comes with your tier. It's for numbers over time. Complaints per client per week, say. Shall we try one?
- Tomasz WiśniewskiYes. Complaints by client, by week, last quarter. I want to see which clients are noisy.
- Hamza AkhtarSo here's the first version. The chart is grouped by client, and you can see two of them stand out. Hover and it gives the counts, and you can click through to the tickets behind the bar.
- Tomasz WiśniewskiHm. That one, the tall bar, I know why. They had a payout delay. But I didn't see it as clearly in the old report. Okay. This is useful. Can I schedule it? Email to me on Monday?
- Hamza AkhtarYou can pin it to your home page, and I'll check the scheduled email option with Daniel, because I want to be sure of what's in your plan before I promise. I'll come back to you by the end of the week.
- Tomasz WiśniewskiGood. Be honest, don't promise. Action for you. Next, access. Who sees what? Complaints data is sensitive.
- Hamza AkhtarPermissions follow your roles. Because you're on Enterprise, SSO is available, so access can follow your identity provider groups. Femi has been talking to us about that, and it's the cleanest way to keep leavers out automatically.
- Tomasz WiśniewskiYes. Femi owns it. I'll ask him for a date. We close this before the next wave of users, not after.
- Hamza AkhtarSensible. Last piece from my side is how your team asks for help. Two routes: the helpdesk for anything that looks broken, and Daniel for anything about how you use it. Please don't let people sit on a wrong answer, tell us.
- Tomasz WiśniewskiOkay. Let me summarise. Hamza: check scheduled email with Daniel by end of week. Femi: SSO date. Me: tell the team answer then one source, nightly refresh, and the Monday saved search. Template page under me. Correct?
- Hamza AkhtarCorrect. I'll send the notes and a link to the page template this afternoon.
- Tomasz WiśniewskiPerfect. Thanks, Hamza. Cheers, Tomasz.
- Hamza AkhtarThanks, Tomasz. Speak soon.
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