Vellacott Payments / BB-Demo – Qbr
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Vellacott Payments: documents · 2026-01-20 11:30
QBR with a steady, growing Enterprise account. Partnerships uses the brain daily, complaints is still light. Philippa Gore asked for early renewal notice. A possible complaints data move is a connector risk.
What was said
What this says
Current to 11 Oct 26QBR with a steady, growing Enterprise account. Partnerships uses the brain daily, complaints is still light. Philippa Gore asked for early renewal notice. A possible complaints data move is a connector risk.
What happened: Daniel Okafor led the 20 Jan 2026 QBR. Usage is up a little, service is quiet, and Philippa Gore left early after confirming £103,000 a year and 160 licensed users.
Customer view: Tomasz Wiśniewski said his team asks the brain first, every time. He called complaints the real opportunity, and Philippa tied it to a single client view for the regulator.
Commercial: Active use is in the high twenties against 160 licensed users, which is headroom. Philippa asked for early notice on the renewal, which Daniel owns. The term runs to 9 Jul 2026.
Watch: Femi Olatunji may move complaints data into a different structure. Daniel flagged that a changed source is when a connector goes quiet and records stop growing.
Themes
Current to 9 Oct 26Theme
QBR, complaints rollout headroom
Importance
upsell
Sentiment
positive
Voice
decision-maker
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Tomasz names a complaints contact on the day of the call, and Daniel sends session dates by the end of the following week.
- Femi tells Daniel when the complaints data move has a date, and Daniel sets up one thread with Tomasz and Femi.
- Daniel sends notes with the status of last time's three actions by the next day.
Risks
Current to 9 Oct 26- A planned change to the complaints data structure could leave the connector quiet and records indexed flat.
- Active use is in the high twenties against 160 licensed users, which may be questioned at renewal.
- The complaints team has not built a habit, with only two or three people asking good questions.
Opportunities
Current to 9 Oct 26- Extend adoption into complaints and onboarding through a training session on their own complaint categories.
- Position the single client view as support for consumer duty style questions from the regulator.
- Tidy dashboards with Femi so the ones people use are the ones kept.
Transcript
Daniel Okafor NoneHello, hello. Thank you all for making the time. Let me just check who has joined. Tomasz, Femi, I can see you. Philippa, are you with us?
Philippa Gore NoneI am. Good morning, Daniel. I have a hard stop before the end, so I will be brief. What is the headline?- Daniel Okafor NoneHappy to lead with that. Headline: the brain is steady and being used, usage is up a little on last quarter, and there's nothing on the horizon that I'd want you to be surprised by. I'll go through the detail, but that's the shape of it.
- Philippa Gore NoneGood. Then go ahead.
Tomasz Wiśniewski NoneBefore you start, let me be concrete. Three actions from last time. Daniel, did we close them? I want an owner on each.- Daniel Okafor NoneJust to close the loop on that, Tomasz, yes. I've got them in my notes and I'll put the status of each in the follow-up email so there's no ambiguity. Where something is still open, I'll name who has it.
- Tomasz Wiśniewski NoneGood. Because an action without an owner is a wish.
- Daniel Okafor NoneHa, I'll steal that. So, usage. Across the last month you've had somewhere around twenty-seven or twenty-eight people active on an average day, which is a few percent up on the quarter before. You're licensed for 160, so there's plenty of room.
- Philippa Gore NoneRoom is one way to put it. Is twenty-seven out of one hundred and sixty a problem?
- Daniel Okafor NoneIt's a fair question, and I'd rather be straight. It's not a problem, but it's headroom, and the interesting thing is who the next people would be. At the moment it's strongest in partnerships operations. Merchant onboarding and complaints are using it too, but more lightly.
- Tomasz Wiśniewski NoneThat matches what I see. My team asks the brain first, every time. Onboarding is getting there. Complaints, not yet. I think that is the real opportunity.
- Philippa Gore NoneWhy complaints? Tell me the regulatory angle.
- Tomasz Wiśniewski NoneLet me be concrete. When a complaint comes in from a marketplace client, the complaints team sees the complaint. They do not always see the onboarding history or the open partnership issues for that client. The brain puts it together. For consumer duty style questions, that is the point of having it.
- Philippa Gore NoneYes. That is the version I want to be able to say to the regulator, if I'm asked. A single view of the client.
- Daniel Okafor NoneAnd it's worth saying that's exactly why you bought Enterprise in the first place. It's the thing the security review was protecting. How is the complaints team finding it, Tomasz, from what you hear?
- Tomasz Wiśniewski NonePositive but cautious. They have not had time to build a habit. Two or three people ask good questions. Others are not sure what to ask.
- Daniel Okafor NoneThat's a very common pattern and it's very fixable. Honestly it's a training and examples job more than a product one. I can run a session for them using their own complaint categories. Not generic.
- Tomasz Wiśniewski NoneYes. Do it. What's the owner on my side?
- Daniel Okafor NoneI'd suggest you pick one person from complaints to be the contact. Then I'll come back to you by the end of next week with a couple of proposed dates.
- Tomasz Wiśniewski NoneOkay. I will name someone today. We close this today.
- Philippa Gore NoneGood. Daniel, anything on the service that I should know about? Tickets, incidents, anything that touches resilience?
- Daniel Okafor NoneQuiet, which is what you want. One ticket in the last month, nothing urgent, nothing high priority. No incidents that affected you. Femi, you'd know better than me. Is that how it felt on the ground?
Femi Olatunji NoneYes, that's right. The nightly refresh has been landing before seven each morning, as it should. I check it first thing most days, mostly out of habit. The one ticket was a small question, answered quickly.- Daniel Okafor NoneThank you, that's reassuring to hear from the person who actually looks. And the connectors, Femi? Anything you're planning to change on your side that I should know about?
- Femi Olatunji NonePossibly. We are looking at moving some of the complaints data into a different structure in the next couple of months. It's early. I haven't got a date. But if it happens, the brain will need to follow it.
- Daniel Okafor NoneThat's exactly the sort of thing I'd like to hear about early. When a source changes shape, the connector is the part that tends to go quiet, and nobody notices until the records stop growing. If you tell me when you have a date, we'll plan it together rather than fix it afterwards.
- Femi Olatunji NoneUnderstood. I'll tell you as soon as it's firm.
- Philippa Gore NoneTell me early as well, please. If it affects complaints handling, I would like to know before it is done, not after.
- Femi Olatunji NoneYes. Of course.
- Tomasz Wiśniewski NoneAnd I will be in that conversation. What's the owner? Femi for the data, me for the business. Daniel for the brain side.
- Daniel Okafor NoneAgreed. Three names, one thread. I'll set that up.
- Philippa Gore NoneNow the contract, briefly, so that I can leave you to the rest. We are at £103,000 a year, with 160 licensed users, correct?
- Daniel Okafor NoneCorrect, that's what the order form and the invoices both say. The term runs to 9 Jul 2026 and renews on 10 Jul 2026.
- Philippa Gore NoneThank you. As I said to Sophie, I would like early notice on the renewal. Who owns that conversation on your side?
- Daniel Okafor NoneI do. I'll come to you well before the notice date, with a short note on what's been used, what it's been worth to you, and what I'd suggest for the next year. No surprises.
- Philippa Gore NoneGood. That is all I need. Thank you, all. I have to go.
- Daniel Okafor NoneThank you, Philippa. Take care.
- Tomasz Wiśniewski NoneOkay, Daniel. While we have time, let me ask the awkward thing. What can we do better with the brain that we are not doing?
- Daniel Okafor NoneNot awkward at all. Two things. One is breadth, getting complaints and onboarding closer to where partnerships already is. The other is making sure the dashboards your team has built are the ones people actually look at. I'd like to go through those with you and Femi in the next couple of weeks and tidy up.
- Femi Olatunji NoneI can do that. There are a few I built early on that I think nobody opens.
- Daniel Okafor NoneThen we start there. Let me just read back what we have, so that nothing floats. Tomasz names a contact in complaints today. I send dates for the complaints session by the end of next week. Femi tells me when the data move has a date. And I send notes from today, with the status of last time's three actions, by tomorrow.
- Tomasz Wiśniewski NoneGood. Four actions, four owners. Fine.
- Daniel Okafor NoneThank you both. This was a good one. Speak soon.
- Femi Olatunji NoneThanks, Daniel. Cheers.
- Tomasz Wiśniewski NoneCheers, Daniel. Cheers, Femi.
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