Veldmaat Payments - QBR
Documentfinal Veldmaat Payments: documents · qbr_deck · final · 2026-09-21
Growth tier QBR deck prepared by Elena Novak on 21 Sep 2026. Use is rising with headroom under the user allowance, one invoice is overdue, and the term ends on 4 Jan 2027. It states no price, availability or response-time figures.
What it says
What this says
Current to 11 Oct 26Growth tier QBR deck prepared by Elena Novak on 21 Sep 2026. Use is rising with headroom under the user allowance, one invoice is overdue, and the term ends on 4 Jan 2027. It states no price, availability or response-time figures.
What it is: a customer success review written by Elena Novak, Customer Success Manager, EU, ahead of the renewal. It is a BB-Demo document, not a contract, and sets out usage, value, issues and a renewal plan.
Commits: it binds no one commercially. It assigns internal actions to Elena and Tom Ashdown, such as confirming the invoice position with Finance and agreeing a value case with Veldmaat's sponsor.
Unusual: usage is described only in words, with no figures. The deck notes "The point to watch is whether a small number of people are asking most of the questions."
Not settled: the overdue invoice is not identified or quantified. The one high priority ticket's cause and first response time are not stated, and the renewal conversation is "a plan, not yet held".
As found in this document
Current to 9 Oct 26- Date end4 Jan 2027Source: object_read:doc_003_012
- Date renewal4 Jan 2027Source: object_read:doc_003_012
- Date start5 Jan 2026Source: object_read:doc_003_012
The document
Body
Veldmaat Payments - QBR
Quarterly business review, Growth tier Prepared by Elena Novak, Customer Success Manager, EU, BB-Demo Date: 21 Sep 2026
Where we are
- Veldmaat has been a customer since 5 Jan 2026 and the current term ends on 4 Jan 2027, so the renewal is now close.
- The brain remains live over HubSpot, Zendesk and the accounting system.
- Active use has grown again on the previous quarter, building on the earlier increase.
- One invoice is currently overdue. I will confirm the position with Finance and share an update in writing, as agreed, before anything is discussed with Veldmaat's finance team.
Usage
| Measure | Position |
|---|---|
| Active users | Higher than last quarter and still rising |
| Licensed users | Below the Growth user allowance, with headroom remaining |
| Spread | Both account management and merchant risk are asking questions |
To confirm, the growth is steady rather than sudden, which is the pattern we would hope for. The point to watch is whether a small number of people are asking most of the questions.
Value
Read the whole document (2,338 characters)
- The merchant view is now part of how account managers prepare for conversations with merchants.
- Merchant risk uses the same data as account management, so disagreements about whose figures are right have reduced.
- Before the renewal conversation we should have a short, written value case agreed with Veldmaat, in their own words.
Issues
- One ticket was raised in the last thirty days and it was marked high priority.
- I will send the written summary of cause and resolution, checked against the Growth service level for first response.
- The overdue invoice is a billing matter and not, as far as the evidence shows, a sign of dissatisfaction. We will check the facts with Finance before drawing a conclusion.
Plan for the renewal
| Action | Owner |
|---|---|
| Confirm the invoice position with Finance and report back in writing | Elena Novak |
| Agree the value case with Veldmaat's sponsor | Elena Novak |
| Book the renewal conversation, including the renewal notice | Elena Novak and Tom Ashdown |
| Discuss whether extra users or a further team are worth adding | Tom Ashdown |
The renewal conversation is a plan, not yet held. I will make sure that its outcome is recorded in writing once it has taken place.
Kind regards, Elena