Veenendrecht Payments / BG-Demo – QBR
Callcompleted
Veenendrecht Payments · 23 Jun 2026 10:45
Veenendrecht Payments' 23 Jun 2026 QBR was positive: daily use in merchant success, healthy connectors, invoice matched to the order form. The CFO wants a one-page value summary with the annual cost before the renewal.
What was said
What this says
As at Fri 9 Oct 2026Veenendrecht Payments' 23 Jun 2026 QBR was positive: daily use in merchant success, healthy connectors, invoice matched to the order form. The CFO wants a one-page value summary with the annual cost before the renewal.
What happened: Elena Novak ran the QBR on 23 Jun 2026 with Eline Bakker, Pieter de Groot and Ruben Dekker. Usage had roughly doubled on the previous quarter and questions rose across several people, so there is no key-person risk.
Customer view: Eline said merchant success now asks something every day. Ruben reported quiet connectors and rising record counts. Pieter first confirmed the invoice matched the order form, then asked how to show the board the cost.
Commercial: The term ends on 4 Feb 2027 with renewal on 5 Feb 2027. Pieter wants one page with the cost per year next to the value. Matteo Ricci kept the small expansion proposal open without pressing it.
Watch: Eline has no pre-Growth baseline, so the merchant review estimate will be approximate. The renewal depends on a value case that the CFO can defend to the board and the regulator.
Themes
As at Fri 9 Oct 2026Theme
QBR, usage and value case
Importance
renewal
Sentiment
positive
Voice
decision-maker
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Elena Novak drafts the one-page value summary with the annual cost and sends it to Eline Bakker.
- Matteo Ricci sends Pieter de Groot written confirmation on invoices and the incident commitment.
- Ruben Dekker adds the remaining merchant risk users and sends the list to Elena.
Risks
As at Fri 9 Oct 2026- The CFO needs a measurable value case for the board and regulator, and the customer has no baseline to compare against.
Opportunities
As at Fri 9 Oct 2026- Daily use across merchant success and risk supports the open expansion proposal and a stronger renewal.
Transcript
Elena NovakGood morning, everyone. I think we are all here now. Can everyone hear me? Ruben, I see you have just joined.
Ruben DekkerHi, yes, I can hear you. Sorry, my headset was on the wrong input.
Eline BakkerMorning Elena. Morning all. Lovely weather in Utrecht, at least.- Elena NovakSame in Amsterdam, which is a nice change. Thank you for making time. As I wrote in the agenda I emailed beforehand, we have four items. One, usage and adoption this quarter. Two, the health of the connectors and the nightly refresh. Three, value for merchant success and merchant risk. Four, next steps, including the renewal. I will make sure that we leave with written actions.
Pieter de GrootBefore the agenda, the invoice. Has the latest quarterly invoice been matched to the contract on your side?- Elena NovakTo confirm, yes. The invoiced amount agrees with the order form, forty-seven thousand five hundred pounds a year, invoiced quarterly as agreed, and there is nothing overdue. I will include that in the written follow-up so you have it for your records.
- Pieter de GrootGood. Thank you.
Matteo RicciAnd if I may, Pieter, I would rather you heard from me that the small expansion proposal is still yours to consider. No pressure on this call. I only mention it so it is not a surprise later.- Pieter de GrootUnderstood. I have it. Not today.
- Elena NovakThank you, Matteo. Let us start with usage. Eline, may I share my screen? I will show the quarter.
- Eline BakkerPlease. Before that, last time's actions. I wanted the questions from merchant risk to be easier to find. Is that done?
- Elena NovakAs agreed, yes. Ruben and I set up saved views for both teams, and I will show them in a moment. First the headline. You have forty licensed users on Growth. The average number of active users in a typical month is still in single figures, but it has about doubled compared with the previous quarter. That is a strong direction.
- Eline BakkerYes, I feel that. Merchant success asks something every day now. Before, it was a weekly thing. The merchant's story, disputes and tickets and volumes in one place, that is what we wanted.
- Elena NovakThat is exactly what I see in the question counts. Questions asked are the best measure of value in our experience, and they rose clearly. They are also spread across several people, which is healthy. When one person asks most of the questions, that is a risk. Here it is not.
- Matteo RicciWhich also answers the question I had, Eline. There is headroom. Forty seats and single figures active means you can add people without any commercial step. I mention it because it is good news, and because it tells us the expansion is about something else, not about seats.
- Eline BakkerGood. Then we put more people on. Merchant risk still has a few who do not log in. Ruben, can you add them?
- Ruben DekkerYes, I can do that this week. It is a list I already have. I will send it to Elena afterwards so the access is documented.
- Elena NovakThank you, Ruben. I will note that as an action with your name. Now item two, the connectors. Ruben, you are the admin, so I would like your view before I give mine.
- Ruben DekkerFrom my side it has been quiet, in a good way. The connectors load every night. The refresh finishes before the start of the working day. I have not had to restart anything this quarter. The only thing I would say is that I check the record counts myself every Monday, because I want to see them rising and not flat.
- Elena NovakThat is a good habit, and it agrees with what I see. Records indexed are rising steadily. Nothing flat. To confirm, we also had no tickets in the last month, and none of high priority.
- Pieter de GrootNo tickets is good for cost. Is it also good for governance? I mean, if there is a problem, would we hear about it?
- Elena NovakYes. Any incident that touches your data is reported to you in writing, not left for you to find. Matteo, you will agree.
- Matteo RicciCompletely. I would never hide an incident from your security team. If something happens, you hear it first from us, with the facts and what we are doing. Let me confirm that in writing too, in case you need it for the outsourcing file.
- Pieter de GrootPlease. That is useful.
- Elena NovakItem three, value. Eline, in your own words, what has changed for the business since February last year? Sorry, since 5 Feb 2026. I mean since you started.
- Eline BakkerHa, yes, since we started. The honest answer. Before the brain, if a merchant had a spike in disputes, someone in merchant success asked someone in risk, and then someone exported something. Two days, sometimes three. Now I ask a question and I see the story. Disputes, tickets, volumes. And the risk team sees the same. We do not argue about whose numbers are right.
- Pieter de GrootIs that something I can measure? I need to explain the cost to the board, not the feeling.
- Eline BakkerFair. Let's make it practical. I can count how many merchant reviews we did last quarter and how long each took. We did not measure before, so I will give you an estimate and be clear that it is an estimate.
- Elena NovakI will help with that. As agreed in earlier conversations, a short value summary is part of this review, so I will draft it from the usage data and you add the merchant side. Pieter, would that serve?
- Pieter de GrootYes. Short, with the cost per year next to it. One page.
- Matteo RicciOne page, with the forty-seven thousand five hundred a year stated plainly. What does your regulator need to see, if they ask why you chose this? I think that page can serve that purpose as well.
- Pieter de GrootYes. Same page, I think. Good.
- Elena NovakItem four, next steps and the renewal. The current term ends on 4 Feb 2027, and the renewal date is 5 Feb 2027. I will not make this heavy. I only want to say that the renewal conversation will start well before the notice period, and that you will hear from me, not from a form letter.
- Eline BakkerGood. Who owns the next step?
- Elena NovakI will list them, to confirm. One, Ruben adds the remaining merchant risk users this week and sends the list to me. Two, I draft the one-page value summary from the usage data and send it to Eline. Three, Eline adds the merchant review estimate. Four, Matteo sends the written confirmation on invoices and the incident commitment to Pieter. Five, we meet again next quarter, and I will send the date.
- Eline BakkerGood. That is clear. No vague answers. Thank you, Elena.
- Pieter de GrootNothing from me. Thank you all.
- Ruben DekkerFine from my side. I will send the list today.
- Elena NovakThank you everyone. You will have the written actions this afternoon. Kind regards, and goodbye.
- Matteo RicciThank you all. Speak soon.
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