Veenendrecht Payments / BG-Demo – Onboarding
Callcompleted
Veenendrecht Payments · 11 Mar 2026 08:15
Onboarding call on 11 Mar 2026. Customer limits access to merchant-level views, never raw card data, and starts with three connectors. A sceptical risk head needs a merchant page he knows before he believes it.
What was said
What this says
As at Fri 9 Oct 2026Onboarding call on 11 Mar 2026. Customer limits access to merchant-level views, never raw card data, and starts with three connectors. A sceptical risk head needs a merchant page he knows before he believes it.
What happened: Ruben Dekker has built the Snowflake role and warehouse but held back schema access until security confirms only merchant-level views are exposed. Laura Penhaligon agreed to start with the CRM, the helpdesk and the Snowflake views.
Customer view: Eline Bakker does not want the brain near raw card data, and stressed that BG-Demo never writes back because her supervisor asks who can change what.
Commercial: Growth gives forty users and eight connectors, so three on day one leaves headroom. The head of merchant risk is sceptical and needs a proof page.
Watch: The CRM API user depends on IT, and one sign-in ticket from Ruben is open but not blocking.
Themes
As at Fri 9 Oct 2026Theme
Connector scope and data access
Importance
neutral
Sentiment
positive
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Ruben Dekker creates the two Snowflake views this week and asks IT for the CRM API user today.
- Eline Bakker creates the helpdesk token with read-only permissions.
- Laura Penhaligon sends a follow-up with the permission list, the ticket status and a draft plan.
Risks
As at Fri 9 Oct 2026- Access is gated on the customer's security check of card-related fields before the service user can read the schema.
- The CRM API user depends on a colleague in IT and could take several days.
- The head of merchant risk is sceptical and may not adopt without a convincing merchant page.
Opportunities
As at Fri 9 Oct 2026- Five of the eight Growth connectors remain unused once the first three are live.
- Thirty-seven or so of the forty licences are open to invite further teams as people start asking questions.
Transcript
Laura PenhaligonHello, can you hear me all right?
Eline BakkerYes, loud and clear. Good morning, Laura.- Laura PenhaligonMorning. Ruben, are you with us?
Ruben DekkerYes, sorry, I was on mute. Morning. My camera is slow today, give it a second.- Laura PenhaligonNo problem at all. It's grey and miserable here in London, so I'm glad to be indoors with a coffee.
- Eline BakkerSame in Utrecht. Okay. Let's make it practical. First, last time's actions. I owed you the list of what merchant success and merchant risk want to see for each merchant. I sent it on Friday. Did it arrive?
- Laura PenhaligonIt did, thank you, and it was very clear. Disputes, tickets and volumes side by side, per merchant, with a short history. I've read it twice. My action was the connector checklist for Ruben. Ruben, have you had a look?
- Ruben DekkerYes. I read it yesterday. The Snowflake part is done. I made the role and the warehouse like you described. What I did not do yet is give your service user access to the schema, because I want to check one thing with our security people first.
- Laura PenhaligonThat's fine, and that's the right order. Nothing gets read until you say so. Can I ask what the question is, so I know whether it blocks us?
- Ruben DekkerIt is about the payment data. Some tables have card-related fields. I want to be sure we only expose the merchant level views and not the raw rows.
- Laura PenhaligonGood instinct. That's how I'd do it as well. We only need aggregated volumes per merchant and the dispute records with their status. If you create views for those and point us at the views, we never see anything else.
- Eline BakkerAgreed. I don't want the brain near raw card data. What is the merchant's story? That's all I need. Volumes, disputes, tickets, who spoke to them.
- Ruben DekkerOkay, then it is simple. I can make two views this week. One for volumes by merchant and by day, one for disputes with the status and the dates.
- Laura PenhaligonPerfect. Let me share my screen so we can go through the connector list together. Can you see it?
- Eline BakkerYes, I see it.
- Laura PenhaligonSo you're on Growth, which gives you forty licensed users and eight connectors. I don't think we need all eight on day one. My suggestion is to start with the three that answer your question: the CRM, the helpdesk and the Snowflake views Ruben just described. Then we add more once people are actually asking things.
- Eline BakkerYes. Start small. Which CRM fields do you need? We use the account owner, the merchant segment and the onboarding date, mostly.
- Laura PenhaligonThat's enough to start. The connector pulls the standard objects anyway, and we can hide fields afterwards. Ruben, is the CRM admin yours or someone else's?
- Ruben DekkerNot mine. A colleague in IT looks after the CRM. I can ask them for an API user. It usually takes a few days.
- Eline BakkerRuben, please ask today. Who owns the next step? You do, with IT. I will chase if it is not done by Friday.
- Ruben DekkerOkay. I will write to them after this call.
- Laura PenhaligonLovely. And the helpdesk. Is that one yours, Eline, or is it also IT?
- Eline BakkerThe helpdesk is mine, merchant success owns it. I can create the token myself. I just need to know which permissions.
- Laura PenhaligonRead-only on tickets, comments and organisations is plenty. I'll put the exact list in the follow-up so you can tick it off. We never write back.
- Eline BakkerGood. Never write back is important for us. Our supervisor asks a lot about who can change what.
- Laura PenhaligonUnderstood, and I'll make sure the follow-up says that in plain words so you can show it to whoever needs it.
- Laura PenhaligonRight, while I'm in here, let me show you what the first night looks like. After the connectors are live, the nightly refresh finishes before seven in the morning your time, every business day. So when merchant success sits down at eight, the picture is from the night before.
- Eline BakkerThat is good. Our team starts early with disputes. Seven is fine. What if the refresh is late?
- Laura PenhaligonThen raise a ticket and tell us, and we look at the source first. If a connector stops loading, it's usually because something changed on the system side. A renamed field, a new permission. Ruben, that would be you and me.
- Ruben DekkerYes. I can tell you before we change any table. I do not like surprises either.
- Laura PenhaligonHa, nobody does. Okay. Users. You have forty licences, and at the moment only a couple of people have logged in, which is normal at this stage. Eline, who do you want in first?
- Eline BakkerMe, Ruben, and two people from my team who handle the large merchants. Then someone from merchant risk. Their head is sceptical, honestly. He wants to see it work on a merchant he knows before he believes it.
- Laura PenhaligonThat's a healthy kind of sceptic. If we pick one merchant he knows well, one with a recent dispute and a ticket, and build the page for it, would that help?
- Eline BakkerYes. That is exactly what I want. Let's make it practical: one merchant, one page, shown to him in the next session.
- Ruben DekkerI can suggest a merchant. There is one with a lot of disputes lately, and the story is complicated. Good test, no?
- Laura PenhaligonComplicated is good, as long as the data's clean. Send me the name by email, not in the chat, and I'll keep it out of the notes.
- Ruben DekkerOkay. I will send it after the views are ready.
- Eline BakkerOne more thing. I have one ticket open with you about the sign-in. Is it linked to this?
- Laura PenhaligonNot directly, as far as I know. It's the one Ruben raised about the first login, isn't it? I'll check where it is today and tell you in the follow-up, rather than guess.
- Ruben DekkerYes, that one is mine. It works now when I use the other browser, so it is not blocking.
- Eline BakkerOkay. Then not urgent. Who sends what, to finish? I want to be clear.
- Laura PenhaligonGood. So, Ruben: the two views in Snowflake this week, the API request to IT today, and the name of the test merchant. Eline: the helpdesk token with read-only permissions. Me: the follow-up with the permission list, the ticket status and a draft of the plan for the next call. Did I miss anything?
- Eline BakkerNo. That is complete. And next time I will start by checking this list again.
- Laura PenhaligonI'd expect nothing less. Thanks, both. Speak soon.
- Ruben DekkerThank you. Bye.
- Eline BakkerGroetjes, Eline. Bye.
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