Veenendrecht Payments - Onboarding Plan
Documentfinal Veenendrecht Payments · onboarding_plan · final · 2026-02-08
Final onboarding plan dated 8 Feb 2026, prepared by Laura Penhaligon. It sets out five phases, milestones and customer needs for a Growth tier subscription of 40 licensed users running 5 Feb 2026 to 4 Feb 2027. It is not a contract.
What it says
What this says
Current to 13 Oct 26Final onboarding plan dated 8 Feb 2026, prepared by Laura Penhaligon. It sets out five phases, milestones and customer needs for a Growth tier subscription of 40 licensed users running 5 Feb 2026 to 4 Feb 2027. It is not a contract.
What it is: an implementation plan for the merchant success and merchant risk teams. It states "The order form is the reference for price, connectors and service levels."
Commits: five phases from kick-off to hand-over, with milestones such as "First source live" at the end of week two. Elena Novak takes over adoption, QBRs and the renewal conversation at hand-over.
Unusual: the plan quotes "Contracted annual recurring revenue" of £48k. That figure is the plan's own statement, not an executed order form, and should be checked against the signed paper.
Not settled: exact calendar dates for milestones, connector delivery commitments, availability and P1 response terms. The plan also flags a single customer admin and does not say whether a second was named.
As found in this document
Current to 9 Oct 26- Date end4 Feb 2027Source: object_read:doc_160_008
- Date start5 Feb 2026Source: object_read:doc_160_008
- Price£47,500Source: object_read:doc_160_008
- Licensed users40Source: object_read:doc_160_008
- Subscription start5 Feb 2026Source: object_read:doc_160_008
- Subscription end4 Feb 2027Source: object_read:doc_160_008
- First source liveEnd of week twoSource: object_read:doc_160_008
- All contracted sources liveBefore the end of the implementationBefore the end of the implementation · Source: object_read:doc_160_008
- Weekly callA short weekly call between Laura Penhaligon and the two customer leads during implementationA short weekly call between Laura Penhaligon and the two customer leads during implementation · Source: object_read:doc_160_008
The document
Body
Veenendrecht Payments - Onboarding Plan
Status: Final Version: 1 Prepared by: Laura Penhaligon, Implementation Consultant, BB-Demo Date: 8 Feb 2026
1. Purpose
Veenendrecht Payments is a Dutch payment service provider for subscription and software businesses. It bought the Growth tier so that merchant success and merchant risk can see each merchant's disputes, tickets and volumes together in one place. This plan sets out how we get from signature to a brain the two teams use every week.
2. Contract summary
| Tier | Growth |
| Contracted annual recurring revenue | £48k |
| Licensed users | 40 |
| Subscription start | 5 Feb 2026 |
| Subscription end | 4 Feb 2027 |
| BB-Demo account owner | Matteo Ricci |
| BB-Demo customer success manager | Elena Novak |
| BB-Demo implementation lead | Laura Penhaligon |
The order form is the reference for price, connectors and service levels. If this plan and the order form differ, the order form wins.
3. Success criteria
Read the whole document (3,940 characters)
- Merchant success and merchant risk can open one page per merchant showing disputes, support tickets and payment volumes together.
- Both teams ask the brain real questions in their weekly routines, not only in training.
- The customer can say, in its own words, what the brain has saved them in reconciliation time.
- The supervisory reporting needs of the risk team are understood and noted, so that nothing in the brain conflicts with them.
4. Phases
| Phase | Focus | BB-Demo owner | Customer owner |
|---|---|---|---|
| 1. Kick-off | Confirm goals, teams, users and the list of sources | Laura Penhaligon | Merchant success lead |
| 2. Connect | Connect the agreed sources inside the customer's Snowflake account | Laura Penhaligon | A colleague in IT |
| 3. Model | Match merchants across sources and build the merchant view | Laura Penhaligon | Merchant risk lead |
| 4. Enable | Train users, set up groups and first dashboards | Laura Penhaligon | Merchant success lead |
| 5. Hand-over | Review usage, agree the first QBR, hand day-to-day to the CSM | Elena Novak | Merchant success lead |
5. Milestones
| Milestone | Timing | Done when |
|---|---|---|
| Kick-off held | Week one | Goals and source list agreed in writing |
| First source live | End of week two | Records visible and indexed in the brain |
| All contracted sources live | Before the end of the implementation | Each connector loading nightly |
| Merchant view signed off | After the model phase | Both teams confirm merchants match correctly |
| Users trained | Final weeks | Every licensed user has had access and a session |
| Hand-over to CSM | Close of implementation | First QBR date agreed |
Exact calendar dates for each milestone are confirmed at kick-off, once the customer's IT contact has given access to the sources.
6. What we need from Veenendrecht Payments
- A named project lead from merchant success and one from merchant risk.
- A colleague in IT who can grant access to each source and Snowflake.
- A list of the people to be given the 40 licences, with their team.
- Prompt answers on how merchants are identified in each system, because this drives the merchant view.
7. Risks and how we handle them
| Risk | Mitigation |
|---|---|
| Source access takes longer than planned | Raise on the weekly call and escalate to Matteo Ricci early |
| Merchants are named differently across systems | Agree a matching rule in the model phase and review exceptions together |
| Adoption stays with one team | Train both teams, and track who asks questions in the first month |
| Only one admin on the customer side | Name a second admin before hand-over |
8. Governance
- A short weekly call between Laura Penhaligon and the two customer leads during implementation.
- Elena Novak joins from the hand-over and owns adoption, QBRs and the renewal conversation.
- Commercial questions go to Matteo Ricci.
Unusual terms
Current to 9 Oct 26- Plan defers to the order form on any difference