Veenendrecht Payments / BB-Demo – Training
Callcompleted
Veenendrecht Payments · 2026-03-26 09:45
Training call on 26 Mar 2026 with Daan Visser and Ruben Dekker. Daan found two linked merchants he would have missed. Only three people had logged in, and a stalled connector sync is not yet trusted.
What was said
What this says
Current to 13 Oct 26Training call on 26 Mar 2026 with Daan Visser and Ruben Dekker. Daan found two linked merchants he would have missed. Only three people had logged in, and a stalled connector sync is not yet trusted.
What happened: Laura Penhaligon taught chat, search and pages, then the admin view of connectors and the nightly refresh. Daan asked how to stop rebuilding his Monday spreadsheet.
Customer view: Daan said the hands-on session was useful and the brain found two merchants with a shared payout issue. He admitted being a little nervous, and Ruben said the sync that stalled is loading again but he does not totally trust it yet.
Commercial: Three of forty seats are in use and the rest of merchant success have not started. Ruben will invite the merchant success leads first.
Watch: there is no alert for a flat records indexed trend, only a request Laura will raise with no date promised.
Themes
Current to 9 Oct 26Theme
Training and early adoption
Importance
praise
Sentiment
mixed
Voice
user
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Daan Visser sends names of merchant success leads, and Ruben Dekker invites them in a small group first.
- Laura Penhaligon sends a recap and a one-page guide on writing good questions.
- Elena, the customer success manager, picks up the next check-in once onboarding wraps.
Risks
Current to 9 Oct 26- Only three of forty licensed users have logged in, so value could stall before wider rollout.
- A connector sync stalled earlier and is not yet trusted, with no alert available for flat records indexed.
- One merchant name is spelled differently between systems, which may weaken answers until tidied.
Opportunities
Current to 9 Oct 26- Inviting the rest of merchant success would put the Growth seats to use and give both teams one picture.
- Saved pages could replace the weekly spreadsheet and show lasting value to merchant risk.
Transcript
Laura Penhaligon NoneHello, can you both hear me all right?
Daan Visser NoneYes, loud and clear. Morning, Laura.- Laura Penhaligon NoneMorning, Daan. Is Ruben joining us?
- Daan Visser NoneHe said a couple of minutes, he was finishing something. Oh, here he is.
Ruben Dekker NoneSorry, sorry. Morning both. My headset decided to update itself right as I joined.- Laura Penhaligon NoneHappens to everyone. Right, we're all here. How's the week been?
- Daan Visser NoneBusy. Quarter end is close and the regulator has been asking questions, so my team has been buried in dispute reviews.
- Ruben Dekker NoneSame on the data side. Everyone wants an extract, nobody wants to wait for it.
- Laura Penhaligon NoneWell, that's rather the point of today, so good timing. Let me say what I'd like to cover, and shout if you want something different. First, how you actually ask the brain things: chat, search and pages. Then a bit for you, Ruben, on the admin side, connectors and how the nightly refresh behaves. And we'll leave time at the end for your own questions.
- Daan Visser NoneThat's fine. I'd mostly like to know how I stop building the same spreadsheet every Monday.
- Laura Penhaligon NoneHa, yes. We'll get there. Let me share my screen. Can you see the home page?
- Ruben Dekker NoneYes. Slightly small, but I can read it.
- Laura Penhaligon NoneI'll zoom in. So, chat first. You type a question the way you'd ask a colleague. Let me try one that's close to your world: which merchants have had the most disputes recently, and what are they saying in their tickets?
- Daan Visser NoneMm. That's exactly what I'd ask.
- Laura Penhaligon NoneSo it's thinking. You'll see it comes back with a short answer, and underneath, the sources. This is the bit I want you to get in the habit of: always glance at the sources. If it's pulling from the dispute records and the helpdesk, you'll see both listed.
- Daan Visser NoneAnd if it's wrong?
- Laura Penhaligon NoneGood question. Mostly it's wrong because the question was loose, or because the source hasn't refreshed. It can't know something that isn't in the data yet. The nightly refresh finishes by 07:00 your time on business days, so first thing in the morning you're looking at yesterday.
- Daan Visser NoneRight. So anything from this morning, no.
- Laura Penhaligon NoneNot until tomorrow. Which for dispute reviews is usually fine, but it's worth saying out loud to your team so nobody is surprised.
- Daan Visser NoneNoted. Can I ask it to narrow down? Say, only the subscription merchants, only this quarter?
- Laura Penhaligon NoneYes, just follow up in the same thread. Try it, you drive.
- Daan Visser NoneOkay. So I asked for just the software merchants and it re-cut the list. That's, yeah, that's quicker than what I do now. It's a bit chatty though.
- Laura Penhaligon NoneYou can ask it to keep it short, or to give you a table. It does listen to that.
- Ruben Dekker NoneCan it show the query it ran? I'd want to be able to check it against Snowflake.
- Laura Penhaligon NoneIt runs inside your Snowflake account, so everything it touches is yours and you can inspect it. There's a details panel on each answer. Let me open it. See, here are the tables it read.
- Ruben Dekker NoneOkay, good. That makes the risk people less nervous, I think.
- Daan Visser NoneI am a little nervous, to be honest, but in a healthy way.
- Laura Penhaligon NoneThat's the right amount. Let's move to search, which is the other half. Search is for when you know what you're looking for, a merchant name, a ticket, a note. Chat is for when you're asking a question. People mix them up at first.
- Daan Visser NoneSo search is more like looking something up.
- Laura Penhaligon NoneExactly. Type a merchant and you get everything the brain knows about them, in one list. Disputes, tickets, volumes, the lot. That's the whole reason Growth was bought, merchant success and merchant risk seeing the same picture.
- Daan Visser NoneWhich is what we've never had. Success has their view and I have mine and we argue about whose is right.
- Laura Penhaligon NoneThen pages are worth ten minutes. A page is a saved view you can share. Let me build a small one with you.
- Daan Visser NoneSo I pin the answer, name it, and anyone I share it with sees it update. Without me re-running anything.
- Laura Penhaligon NoneRight, it refreshes with the nightly load. That's your Monday spreadsheet, more or less.
- Daan Visser NoneHa. Don't tell the team it's that easy, they'll expect it every day.
- Laura Penhaligon NoneOkay. Ruben, over to you. Let me show the admin view. Connectors first.
- Ruben Dekker NoneSo these are the sources, and this one has a warning icon next to it.
- Laura Penhaligon NoneThat's the one that gave you trouble earlier, I think. It's one of the couple of tickets you raised.
- Ruben Dekker NoneYes, the sync stalled. It's loading again now, but I don't totally trust it yet.
- Laura Penhaligon NoneFair. Look at records indexed here, there's a little trend line. If that goes flat for several days, the source has stopped loading even though nothing shouts at you. That's what I'd watch, rather than waiting for someone to complain.
- Ruben Dekker NoneCan I get an alert on that?
- Laura Penhaligon NoneNot as a proper alert, not today. For now it's a glance. I'll raise it with the team as a request, but I won't promise a date.
- Ruben Dekker NoneFine. Honest answer, thanks.
- Laura Penhaligon NoneNext, users. You've got forty seats on the plan and, what, only a handful of you logged in so far?
- Daan Visser NoneYes, three of us really. The rest of merchant success haven't started. I wanted to be comfortable first.
- Laura Penhaligon NoneThat's sensible. When you're ready, Ruben can invite them from this screen. I'd suggest a small group first, rather than everybody at once.
- Ruben Dekker NoneI'll do the merchant success leads first. Daan, give me names.
- Daan Visser NoneI'll send them today. Maybe tomorrow, to be realistic.
- Laura Penhaligon NonePerfect. Let's use the rest of the time hands-on. Daan, ask it something you genuinely need this week, and Ruben, check the details panel as we go.
- Daan Visser NoneOkay, that was actually useful. I found two merchants I hadn't connected before, with disputes and a ticket about the same payout issue. I'd have missed that.
- Ruben Dekker NoneAnd the sources checked out against the tables. Only thing, one merchant name was spelled differently between systems.
- Laura Penhaligon NoneThat's classic. It matched them anyway, but it's a data tidy-up for your side, Ruben, if you want cleaner answers.
- Ruben Dekker NoneYeah, I'll look at that. Not this week.
- Laura Penhaligon NoneRight, I'm conscious of time. I'll send a short recap with the steps we did and a one-page guide on writing good questions. Ruben, you'll invite the merchant success leads once Daan sends names. Elena, your customer success manager, will pick up from me once onboarding wraps, so you'll hear from her about the next check-in.
- Daan Visser NoneGood. And if we get stuck before then?
- Laura Penhaligon NoneRaise a ticket or email me directly. I'd rather hear about it early.
- Ruben Dekker NoneWill do. Thanks, Laura, this was more useful than I expected.
- Daan Visser NoneAgreed. Thank you.
- Laura Penhaligon NoneLovely. Speak soon, both. Bye.
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