Bayard Lane Payments / BB-Demo – Onboarding
Callcompleted
Bayard Lane Payments: documents · 2026-04-24 16:15
On 24 Apr 2026 Monique Fairley called onboarding seamless. Power users are active, all four connectors are live, and a recorded two-hour training session for about forty users is planned for the following week.
What was said
What this says
Current to 11 Oct 26On 24 Apr 2026 Monique Fairley called onboarding seamless. Power users are active, all four connectors are live, and a recorded two-hour training session for about forty users is planned for the following week.
What happened: Hamza Akhtar checked power user testing with Monique Fairley and Javier Ortiz. Three testers use the brain most days and raised nothing major.
Customer view: Monique called the onboarding seamless and was impressed with the pace. Her one open question was how to search by merchant, which Hamza said training would cover.
Commercial: Hamza pitched the first quarterly business review as the point to add connectors or users. The forty users discussed match the Growth tier's included users, but the call does not name the tier.
Watch: Hamza called training the finish line and handed adoption to the CSM, Amara. The call does not show who owns the follow-up on the training date options he promised to send.
Themes
Current to 9 Oct 26Who was there
BB-Demo
Them
Follow-up
Next steps
Current to 9 Oct 26- Hamza Akhtar to send Monique Fairley training date options by the next day.
- Amara to run the first quarterly business review and review what the team is asking.
Risks
Current to 9 Oct 26- Adoption depends on attendance at one recorded training session, and Hamza said not everyone has to be there.
- The handover from implementation to the CSM rests on Hamza sending training date options by the next day.
Opportunities
Current to 9 Oct 26- The first quarterly business review is the point to discuss more connectors or users.
- Merchant search across calls, tickets and Salesforce history is a core use case to show in training.
Transcript
Hamza Akhtar NoneHi, Monique, Javier. How's the power user testing going?
Monique Fairley NoneReally good. The three we put on it have been using it most days. They're finding it intuitive.
Javier Ortiz NoneYeah, and I've had a couple of questions from them, but nothing major. Mostly they're exploring on their own.- Hamza Akhtar NonePerfect. That's exactly what we want to see. Any bugs or issues?
- Monique Fairley NoneOne of them asked about search, they wanted to search by merchant name and see all tickets and calls. I told them that's possible, but they weren't sure how. Is that something we cover in training?
- Hamza Akhtar NoneAbsolutely. That's one of the core use cases, you search by merchant and the brain pulls everything. Calls, tickets, Salesforce history, the lot. We'll walk the whole team through that in the training session.
- Javier Ortiz NoneHow many are we expecting to attend the training?
- Hamza Akhtar NoneYou said forty users, right? I'd say aim for at least thirty in the session. Not everyone has to be there, some folks can learn from their colleagues, but the more, the better.
- Monique Fairley NoneWhen are you thinking for that training?
- Hamza Akhtar NoneNext week. We want to get everyone trained and then let them run with it. I'd suggest a two-hour session, enough time to cover the core features and let people ask questions.
- Monique Fairley NoneTwo hours, is that one session or two, for time zone reasons?
- Hamza Akhtar NoneGood point. If your team spans time zones, we could do two: maybe one for the East Coast morning and one for afternoon. Or you could record it and folks can watch after. What works best for you?
- Monique Fairley NoneRecording is good. We can do one session and everyone watches.
- Javier Ortiz NoneAnd after training, what's the support model? Do we log tickets or email you?
- Hamza Akhtar NoneOnce we're live, Amara, your CSM, becomes your primary contact. You can reach her directly for questions. For bugs or system issues, you'll log a ticket. Amara will handle the day-to-day, and I'll be behind the scenes for any technical stuff.
- Monique Fairley NoneAnd the quarterly business review, that starts with Amara, right?
- Hamza Akhtar NoneExactly. First one's in June. Amara will look at how your team is using the brain, what they're asking, where the value is. That's when we level up: maybe add more connectors, more users, whatever you need.
- Javier Ortiz NoneSo we're officially live after training?
- Hamza Akhtar NoneYep. Training is the finish line. After that, it's all about adoption. Amara will stay in touch and make sure you're getting the value you signed up for.
- Monique Fairley NoneLove it. When's the training session?
- Hamza Akhtar NoneI'll send you a couple of options by tomorrow. You pick the date and time that works, and we'll get everyone on the calendar.
- Monique Fairley NonePerfect. This has been seamless, honestly. Really impressed with the pace.
- Hamza Akhtar NoneThanks, Monique. Javier, any last concerns before we wrap?
- Javier Ortiz NoneNo, I think we're good. All four connectors are live and syncing nightly.
- Hamza Akhtar NoneExcellent. So we're on for training next week, and Amara will be in touch early the following week. You've got her contact details?
- Monique Fairley NoneYes, I've got her email.
- Hamza Akhtar NoneBrilliant. Thanks both. Cheers.