Veenendrecht Payments / BG-Demo – Onboarding
Callcompleted
Veenendrecht Payments · 16 Mar 2026 14:45
Onboarding call on 16 Mar 2026. Eline Bakker saw volume and disputes together for a test merchant and said this is why they bought it. Access groups for merchant risk are the open step, ahead of a Thursday session.
What was said
What this says
As at Fri 9 Oct 2026Onboarding call on 16 Mar 2026. Eline Bakker saw volume and disputes together for a test merchant and said this is why they bought it. Access groups for merchant risk are the open step, ahead of a Thursday session.
What happened: Laura Penhaligon showed the connector status and a first page for a test merchant. Snowflake had loaded cleanly, while the CRM and helpdesk were still on first load.
Customer view: Eline Bakker said merchant success sees volume, merchant risk sees disputes, and nobody sees both. Ruben Dekker asked for access limits because their supervisor likes people to have only what they need.
Commercial: Growth has room for eight connectors and three are used. A call recorder connector is a maybe, not a plan, until Thursday goes well.
Watch: the page must answer whether merchant success knew before the disputes began, and it depends on the ticket load finishing.
Themes
As at Fri 9 Oct 2026Theme
Onboarding value and access
Importance
praise
Sentiment
positive
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Eline Bakker owns the access group list and Ruben Dekker checks it with security before Thursday.
- Laura Penhaligon checks the ticket load the next morning and sends a follow-up with connector status.
- Hold the Thursday session on the test merchant page with the two customer contacts and one more person.
Risks
As at Fri 9 Oct 2026- The ticket history was still loading, so the Thursday demo to merchant risk could be half empty.
- Access groups for a regulated customer must be agreed and checked with security before anyone is invited.
Opportunities
As at Fri 9 Oct 2026- A call recorder connector for merchant success calls was raised as a possible later addition on Growth.
- Showing merchant risk one page with volume, disputes and tickets could widen use beyond merchant success.
Transcript
Eline BakkerHello Laura. Hello Ruben. Am I early?
Laura PenhaligonHello, hello. Not at all, I've only just joined myself. Good afternoon.
Ruben DekkerGood afternoon. I am here too. Sorry, I was finishing something with the IT colleague.- Laura PenhaligonHa, that's good timing, we'll come to that. How was your weekend?
- Eline BakkerQuiet. Good. Okay, let's make it practical. Last time's actions. Ruben, the two views and the request to IT. Where are we?
- Ruben DekkerBoth views are done. Volumes per merchant per day, and disputes with status and dates. I gave your service user access on Thursday. And the CRM user came this morning, that is what I was finishing. I put the details in the vault Laura showed me.
- Laura PenhaligonBrilliant, and I can confirm I saw both connectors come up on Friday and today. The Snowflake one loaded cleanly. Let me share my screen and show you where it stands.
- Eline BakkerYes please. I want to see the numbers, not only hear it.
- Laura PenhaligonSo this is the connector page. Snowflake is green, records are coming in, and last night's refresh finished before seven. The CRM is still on its first load, so it'll fill overnight. Helpdesk, Eline, did you get to the token?
- Eline BakkerYes, I made it Thursday with read-only, as you said. I put it in the vault as well. Did you see it?
- Laura PenhaligonI did, and it's connected. The ticket history is still loading, so give it a night. If it's flat tomorrow, I'll tell you straight away.
- Eline BakkerGood. Do not wait for me to ask. Tell me if something is wrong.
- Laura PenhaligonUnderstood. Now, the test merchant. Ruben sent the name, thank you. I've started the page. Shall I show you what I have so far, and you tell me if it's the right story?
- Ruben DekkerYes, please. I am curious if the disputes look right.
- Laura PenhaligonHere. At the top is the volume trend by week. Underneath, the disputes with their dates and statuses. Then the tickets from the helpdesk once they load, and on the right the CRM details. Right now the ticket part is empty because of the first load.
- Eline BakkerThe volume goes down in the middle. Then the disputes go up. Is that correct, Ruben?
- Ruben DekkerYes. That is what I remember. They had a problem with a subscription product and their customers complained to the bank. So volume fell, disputes rose.
- Eline BakkerMm. Then this is exactly why we bought it. Merchant success sees the volume. Merchant risk sees the disputes. Nobody sees both. Here they are in one place.
- Laura PenhaligonThat's the idea. And once the tickets are in, you'll see whether merchant success had already spoken to them before the disputes started. That's the part I'd like the head of merchant risk to see.
- Eline BakkerYes. He will ask: did we know? The page must answer that. Can you ask the brain the question in plain words? Show him.
- Laura PenhaligonI can, though I'd rather do it properly once the tickets are loaded, otherwise the answer will be half empty and he'll write it off. Can we do that on Thursday with the two of you, and maybe one person from your team?
- Eline BakkerThursday is fine for me. Ruben?
- Ruben DekkerYes. Thursday is fine. I would like to ask one more thing about access, though.
- Laura PenhaligonGo on.
- Ruben DekkerMerchant risk is a different team. Do they see the same pages as merchant success, or can we limit it? Our supervisor, De Nederlandsche Bank, likes to see that people only have what they need.
- Laura PenhaligonFair question. You can set who sees which pages and which connected sources. On Growth you've forty licensed users, and we can group them by team. My suggestion is that you decide the groups, I set them up, and you review the list before anyone's invited.
- Eline BakkerGood. Ruben and I will make the list. Merchant success, merchant risk, and the two of us as admins. Who owns the next step? I will own the list. Ruben checks it.
- Ruben DekkerYes. I will check it with our security people, one more time, since it is about access.
- Laura PenhaligonThat works. Now, the other connectors. You have room for eight on Growth and we've used three. I wouldn't add any more until Thursday has gone well. Is there something you already know you'll want?
- Eline BakkerMaybe the call recorder later. The merchant success calls. But not now. First this.
- Laura PenhaligonAgreed. We'll come back to it after Thursday. I'll write that down as a maybe, not a plan.
- Eline BakkerGood. To finish. Who sends what?
- Laura PenhaligonI'll send the follow-up today with the status of each connector and the page for the test merchant, and I'll check the ticket load tomorrow morning and tell you either way. Eline, you and Ruben send me the group list before Thursday. Ruben, tell me if you change anything in those two views.
- Ruben DekkerYes. I will tell you first. Thank you, Laura.
- Eline BakkerThank you. See you Thursday. Groetjes, Eline.
- Laura PenhaligonSpeak soon, both. Bye.
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