Vellacott Payments / BG-Demo – Onboarding
Callcompleted
Vellacott Payments · 1 Oct 2025 15:15
Onboarding call on 1 Oct 2025. Recorder permission and SCIM are fixed, history is still backfilling, and the complaints view stays blank until compliance share their spreadsheet. Tomasz wants one view per marketplace client.
What was said
What this says
As at Fri 9 Oct 2026Onboarding call on 1 Oct 2025. Recorder permission and SCIM are fixed, history is still backfilling, and the complaints view stays blank until compliance share their spreadsheet. Tomasz wants one view per marketplace client.
What happened: On 1 Oct 2025 Tomasz Wiśniewski reviewed three open actions with Hamza Akhtar and Femi Olatunji. The call recorder permission and the SCIM test login are fixed, but the recorder history is still backfilling.
Customer view: Tomasz wants merchant onboarding and complaints to see each marketplace client in one view with partnerships. The combined view he saw has a blank complaints column until compliance share their spreadsheet.
Commercial: Active use is around a dozen and a half people on a typical day, up on the previous quarter, against 150 licensed users. That is early adoption evidence, not yet a renewal signal.
Watch: The nightly refresh finished close to 07:00 while the backfill ran. The accounting connector still waits for finance to name an owner.
Themes
As at Fri 9 Oct 2026Theme
Onboarding and complaints view
Importance
neutral
Sentiment
mixed
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Hamza Akhtar checks the recorder backfill daily, tells Tomasz when it is caught up and writes two paragraphs for compliance.
- Tomasz Wiśniewski sends the complaints names and speaks to compliance the next day.
- Femi Olatunji prepares access for the spreadsheet once compliance agree.
Risks
As at Fri 9 Oct 2026- The complaints column depends on compliance agreeing to share their spreadsheet, so the view stays blank for the complaints team until they do.
- The nightly refresh finished close to 07:00 while the recorder backfill ran alongside it.
- The accounting connector has no named finance owner yet.
Opportunities
As at Fri 9 Oct 2026- A combined view per marketplace client could bring merchant onboarding and complaints onto the brain beyond partnerships.
- Active use is up on the previous quarter, with plenty of room under the 150 licensed users.
Transcript
Tomasz WiśniewskiHello, hello. I'm here. Can you hear me? I'm on a bad connection from the meeting room.
Hamza AkhtarHi Tomasz, yes, clear enough. Good afternoon. Femi's on as well, I think.
Femi OlatunjiHere, hi both. Sorry, I'm a minute late, I was finishing a thing with IT.- Tomasz WiśniewskiGood. Let me start with the three actions from last time, because I do not want any of them to float. One, call recorder permission, owner Femi. Two, SCIM group mapping, owner Femi and Hamza. Three, complaints team access. What's the owner on that one? I wrote nothing.
- Femi OlatunjiThat one was mine, I think, but I was waiting on the group list from you.
- Tomasz WiśniewskiOkay, so that is on me. I'll send the list today. Let me be concrete: by end of day tomorrow you have the names of the complaints people.
- Femi OlatunjiPerfect. On the first one, the permission is fixed. IT changed the scope on Monday and the transcripts are readable now.
- Hamza AkhtarYes, I can confirm that. The call recorder went green on Tuesday and it's been backfilling over the nights since. The older recordings are still coming in, so the history is not complete yet, but it's moving.
- Tomasz WiśniewskiHow long until it's complete?
- Hamza AkhtarA few more nights, honestly. I'd rather not give you a day I can't promise. I'll look at it each morning and tell you when it's caught up.
- Tomasz WiśniewskiFine. But you tell me, I don't have to ask. That's the owner. Hamza, daily check, and a message when it's done.
- Hamza AkhtarAgreed. Done.
- Femi OlatunjiSecond one, SCIM. The test login worked. We had one hiccup, where the group name didn't match, but that's fixed. Now the three groups are pushing people through.
- Hamza AkhtarYes, I looked at the provisioning log this morning and it looked tidy. Members are arriving with the right role. You've got plenty of room under the 150 licensed users at the moment, so nothing to worry about on that front.
- Tomasz WiśniewskiGood. How many are active right now? Not licensed. Active.
- Hamza AkhtarA decent number, around a dozen and a half on a typical day, and that's up a lot compared with the previous quarter. It's mostly your partnerships operations people, as you'd expect.
- Tomasz WiśniewskiThat is what I wanted. Now the real point. Merchant onboarding and complaints must see each marketplace client in one view with partnerships. Today the complaints data sits somewhere else, and my people ask me by message. That is the problem we bought this for.
- Hamza AkhtarUnderstood. So where does the complaints log live at the moment? Is it in the helpdesk, or a separate tool?
- Femi OlatunjiMostly the helpdesk, with a category for complaints. But there's also a spreadsheet the compliance people keep for the formal ones. That's what's awkward.
- Hamza AkhtarOkay. The helpdesk part is already indexed, so the complaints category should be searchable now. The spreadsheet is the bit we'd need to think about. Is it in a shared drive?
- Femi OlatunjiIt's in the document store, in a folder compliance control. I'd need them to share it with the service account, and they'll want to know what we're doing with it.
- Tomasz WiśniewskiThey will ask, yes. So I will talk to them. I'll explain it stays in our Snowflake, not leaving the company. Femi, you just prepare the access.
- Hamza AkhtarThat's a good line to give them, and it's true. It all runs inside your own account. If it helps I can write two paragraphs for compliance on exactly how the data is handled.
- Tomasz WiśniewskiYes. Please. Send it to me and I'll forward.
- Hamza AkhtarSure. Let me show you what the combined view looks like today with what we have, so you can see the shape. Give me a second to share.
- Femi OlatunjiIs that one of the marketplace clients?
- Hamza AkhtarIt's a sample one from your data, so you can see the pieces. CRM account, the call summaries, the tickets, all on one page. What's missing is the formal complaints column, which would come from the spreadsheet.
- Tomasz WiśniewskiRight. I like this. Yes. This is what I want my people to open on Monday. But the complaints part is blank, so it's not useful for the complaints team yet. When?
- Hamza AkhtarOnce compliance share the file, a couple of nights for it to appear. So the timing depends on them rather than us. If it comes this week, you'd see it early next week.
- Tomasz WiśniewskiOkay. Then I make it this week. I speak to compliance tomorrow.
- Femi OlatunjiWhile we're on it, can I raise a small thing on the nightly refresh? On Tuesday the run finished a bit later than usual and I wasn't sure if that was us or you.
- Hamza AkhtarYes, I saw that. It was the backfill from the call recorder running alongside the normal load. It still completed before 07:00, but it was close. It should settle once the history is in.
- Femi OlatunjiOkay, good, that's what I assumed. I just wanted to hear it.
- Tomasz WiśniewskiGood. So, summary, so no one forgets. Hamza: daily check on the recorder backfill, and the two paragraphs for compliance. Me: complaints names by tomorrow, and talk to compliance. Femi: share access for the spreadsheet once they agree, and the accounting system connector when finance name an owner.
- Femi OlatunjiThat's right. And I'll tell you if the finance owner isn't named by next week, so you can push.
- Tomasz WiśniewskiPlease do. I do not accept 'we're looking into it'. A name, or a date.
- Hamza AkhtarUnderstood, and I'll make sure Daniel is kept in the loop on where we've got to, so the customer success side has the same picture.
- Tomasz WiśniewskiGood. Thank you both. Cheers.
- Femi OlatunjiThanks, bye.
- Hamza AkhtarSpeak soon, both.
Callsmade from