Brenneck Pay - Onboarding Plan
Documentfinal Brenneck Pay · onboarding plan · final · 7 Feb 2026
Final version one onboarding plan issued 7 Feb 2026 by Hamza Akhtar for a Growth tier customer with EU data residency and 40 licensed users. It sets five phases from kick-off to handover. It is a plan, not a contract.
What it says
What this says
As at Fri 9 Oct 2026Final version one onboarding plan issued 7 Feb 2026 by Hamza Akhtar for a Growth tier customer with EU data residency and 40 licensed users. It sets five phases from kick-off to handover. It is a plan, not a contract.
What it is: an onboarding plan prepared by Hamza Akhtar, Implementation Consultant, covering five phases from kick-off and access to handover to Elena Novak. Success is defined as one merchant view for account managers and merchant risk, with "All data stays in the EU region agreed at signature".
Commits: it restates the contract summary: Growth tier, 40 licensed users, customer since 3 Feb 2026, contract end 2 Feb 2027. The £50k is labelled "Contracted annual recurring revenue" in this plan, so it is the plan's own statement, not a check against the executed order form.
Unusual: no service levels, connector delivery dates or discounts are stated. The plan flags a single administrator risk and says early usage will not be read as success or failure.
Not settled: the sponsor, admins and IT lead are not named, and no phase dates are given. The connector allowance is only "the standard Growth connector allowance".
As found in this document
As at Fri 9 Oct 2026- Date end2 Feb 2027Source: the AI read of this record
- Date start3 Feb 2026Source: the AI read of this record
- Price£50,000Source: the AI read of this record
- Licensed users40Source: the AI read of this record
- Data residencyEU region, inside Brenneck Pay's own Snowflake accountSource: the AI read of this record
- Connector allowancethe standard Growth connector allowanceSource: the AI read of this record
- Phase updatesa short written update at the close of each phaseSource: the AI read of this record
The document
Body
Brenneck Pay - Onboarding Plan
Status: Final, version one Issued: 7 Feb 2026 Prepared by: Hamza Akhtar, Implementation Consultant, BG-Demo Account owner: Matteo Ricci Customer Success Manager: Elena Novak
Purpose
This plan sets out how BG-Demo will bring B-Glass live for Brenneck Pay, a Frankfurt payment institution supervised by BaFin that processes card and account-to-account payments for German online retailers. It covers the phases of work, who owns each step, what "live" means for this account, and how we will hand over to the customer success team.
Brenneck Pay bought the Growth tier so that merchant account managers and merchant risk can work from one view of each merchant, with the data kept in an EU region. Everything below is organised around that outcome.
Contract summary
| Item | Detail |
|---|---|
| Customer | Brenneck Pay, Frankfurt |
| Tier | Growth |
| Contracted annual recurring revenue | £50k |
| Licensed users | 40 |
| Customer since | 3 Feb 2026 |
| Contract end | 2 Feb 2027 |
| Data residency | EU region, inside Brenneck Pay's own Snowflake account |
Read the whole document (6,099 characters)
The Growth tier includes pages, chat and search, the dashboards builder and quarterly business reviews. The connector allowance is the standard Growth connector allowance.
What success looks like
- Merchant account managers can open a single page for a merchant and see the CRM record, recent calls, emails and support history together.
- Merchant risk can ask the brain questions about a merchant without asking someone to reconcile exports by hand.
- All data stays in the EU region agreed at signature, and nothing is moved outside it during onboarding.
- The nightly refresh runs reliably on business days, so that the teams start each morning on current data.
- Both teams are using the brain in their normal working week, not only in training sessions.
Phases and milestones
Phase one: Kick-off and access
We confirm the project team, agree working rhythm and obtain the access BG-Demo needs inside the Brenneck Pay Snowflake account.
| Activity | Owner | Output |
|---|---|---|
| Kick-off call with account management and risk leads | Hamza Akhtar | Agreed scope and contacts |
| Confirm EU region set-up and who administers it | Hamza Akhtar with the Brenneck Pay IT lead | Environment ready |
| Agree which source systems come first | Hamza Akhtar with Matteo Ricci | Connector priority list |
| Name the customer admins | Brenneck Pay sponsor | Admin list |
Phase two: Connect the sources
We connect the priority systems first, in the order agreed at kick-off, and check each one before moving to the next.
- Connect your CRM first, because the merchant record is the spine of the single view.
- Connect the call recorder and the mailboxes, so that conversations attach to the right merchant.
- Connect the helpdesk, so that open issues appear alongside the account.
- Connect finance data last, once the merchant identifiers have been matched.
For each connector we check that records are loading, that merchant identifiers match across systems and that the refresh completes overnight. Anything that does not match is logged and discussed with the Brenneck Pay data owner, not quietly worked around.
Phase three: Build the merchant view
- Set up the merchant page layout with the account management team.
- Set up the risk view with the merchant risk team, including the questions they ask most often.
- Build the first dashboards with the dashboards builder, owned by Brenneck Pay from the start.
- Review the permissions model with the compliance contact, given the regulated nature of the business.
Phase four: Train and launch
- Run a training session for account managers on pages, chat and search.
- Run a separate session for merchant risk, focused on questions and dashboards.
- Agree a short list of real merchants to test with, and check the answers against what the teams already know.
- Go live to all licensed users, up to the 40 in the contract.
Phase five: Hand over
- Hamza Akhtar completes a handover note for Elena Novak covering what was connected, what was deferred and any open questions.
- Elena Novak takes over adoption, the quarterly business reviews and the renewal conversation.
- Matteo Ricci remains the contact for commercial changes such as extra users or connectors.
Roles
| Person | Organisation | Role in onboarding |
|---|---|---|
| Hamza Akhtar | BG-Demo | Runs the implementation and owns this plan |
| Elena Novak | BG-Demo | Customer success from handover onwards |
| Matteo Ricci | BG-Demo | Account owner, commercial questions |
| Brenneck Pay sponsor | Brenneck Pay | Decisions, priorities, admin nominations |
| Brenneck Pay IT lead | Brenneck Pay | Snowflake access and EU region |
| Merchant account management lead | Brenneck Pay | Merchant page design and rollout |
| Merchant risk lead | Brenneck Pay | Risk view design and rollout |
Risks and dependencies
- Access delays. Connectors cannot start until access inside Snowflake is granted. We will raise this at kick-off and again if it slips.
- Mismatched merchant identifiers. Different systems may name the same merchant differently. We will agree a rule early and record it.
- Single administrator. We ask Brenneck Pay to name more than one admin, so that one absence does not stall changes.
- Early usage. Usage is only just beginning and will stay low until the teams are trained. We will not read early figures as a sign of the plan's success or failure.
Communication
Hamza Akhtar will send a short written update at the close of each phase and will hold a call whenever a decision is needed from Brenneck Pay. Questions about contract terms go to Matteo Ricci. Questions about adoption after launch go to Elena Novak.
Next steps
- Confirm the kick-off attendees and the sponsor.
- Brenneck Pay names its admins and the IT lead for Snowflake access.
- Agree the connector priority list at kick-off.
- Hamza Akhtar schedules the first connector review once the CRM is connected.
Unusual terms
As at Fri 9 Oct 2026- EU data residency
- Single administrator risk