Vellacott Payments

Renewal: On 10 Apr 2026 Daniel Okafor told Philippa Gore the Enterprise term ends on 9 Jul 2026, quoting £129k as a working figure. On 20 Apr 2026 she agreed to talk, wanting early warning of changes.

Call: On 22 Apr 2026 Philippa said they pay for seats nobody sits in, with active users in the mid-forties against 160 licensed. Sophie Ling said renewals from 1 Jul 2026 move to the current list.

Price: The call put the current figure at £103k a year against a renewal deal carried at £129k. Gavin Rudd said nothing is overdue on invoices.

Support: On 10 Apr 2026 Femi Olatunji reported search failing on hyphenated terms; no resolution is recorded. A connector stopped loading on 23 Apr 2026 and the ticket was closed on 3 May 2026.

Outreach: Five event invitations from Alice Brewer between 8 May 2026 and 5 Jun 2026 drew no reply.

Draft: On 8 Jun 2026 Gavin asked why the draft shows £103k against the £129k deal figure. Sophie owes a reconciliation page, and Philippa will not commit to a date until she has seen it.

Open at the end: On 29 Jun 2026 Sophie sent the £129k Enterprise order form, and Philippa will sign once Samuel Adeyemi confirms the security schedule. No signature is shown.

Expansion: On 5 Jan 2026 Owen Tallis declined a discount on the £1,962 co-terminous expansion, with the term ending 9 Jul 2026. Procurement asked for no new terms, Sophie Ling confirmed this on 8 Jan 2026, and the threads do not show the form signed.

Billing: On 12 Jan 2026 Rachel Dunmore sent invoice INV-084-0005 for the expansion (gross £2,354) and INV-084-0004 for the Enterprise subscription (gross £30k), both due 11 Feb 2026. Gavin Rudd had not replied in either thread.

QBR: On 20 Jan 2026 Tomasz Wiśniewski said his team asks the brain first, every time. Active use is in the high twenties against 160 licensed users, and Philippa Gore asked for early renewal notice.

Follow-up: On 21 Jan 2026 Philippa asked for a written renewal timetable with a named owner per action, and for early warning of anything touching FCA complaints evidence. Admin cover rests on Femi Olatunji, a key-person risk.

Support: Ten tickets ran from 7 Jan 2026 to 26 Mar 2026. Four were duplicate-record problems (contacts, calls, users, partners), two were freshness faults (a cache bug on 4 Mar 2026, a merchant connector stall on 11 Mar 2026), and others covered a Salesforce rate limit, an export button bug, a feature request and a new user.

Open at the end: The duplicate call records ticket of 27 Jan 2026 shows no resolution before a regulatory review. The partner records ticket closed without a visible diagnosis, and the cache fix was with the platform team.

Onboarding: On 1 Oct 2025 the recorder permission and SCIM login were fixed, but history was still backfilling and the complaints view stayed blank pending compliance's spreadsheet. Femi Olatunji said use had gone better than expected.

Adoption: On 9 Oct 2025 Tomasz Wiśniewski said the complaints team pulled the whole picture in minutes, but most questions come from him and two colleagues. On 16 Oct 2025 a gap appeared: marketplace clients with several legal entities do not join cleanly between CRM and helpdesk.

Training: On 17 Oct 2025 Tomasz called the client view exactly what he wanted. He asked for scheduled email and an SSO date, and Hamza Akhtar promised no scheduling.

Support: On 11 Nov 2025 stale Salesforce data blocked QBR preparation, and a cache bug fix was in testing. The same day a connector stopped after an API key reset. On 4 Dec 2025 duplicate CRM records were fixed, and slow month-end page loads closed without a shown resolution.

Commercial: On 17 Dec 2025 Sophie Ling proposed a £1,962 expansion under the £99k Enterprise order form, with signing targeted for 9 Jan 2026. On 29 Dec 2025 Philippa Gore asked what the 150 licensed users cost and wanted procurement and finance on the call.

Open at the end: The expansion was unsigned and the January commercial call unscheduled. The mapping spreadsheet, the SSO date, scheduled email, the slow-load cause and the invoice PO question were unresolved.

Kickoff: On 17 Jul 2025 Hamza Akhtar confirmed the contract started on 10 Jul 2025 with up to 150 users. Samuel Adeyemi, the CISO, required written role definitions, SSO through their identity provider and no free text yet.

Billing: On 10 Jul 2025 Rachel Dunmore sent invoice INV-084-0002 for £30k gross, due 9 Aug 2025. The thread shows no reply and no payment.

Onboarding: By 15 Aug 2025 the CRM and helpdesk were indexed and the call recorder was loading. Tomasz Wiśniewski wanted no training until the picture was complete.

Complaints data: On 1 Aug 2025 its owner was unconfirmed, and on 6 Aug 2025 the complaints head worried about free-text case notes. By 21 Aug 2025 loading waited on a masking field list from compliance.

Support: Tomasz asked for client labelling on 8 Aug 2025 and for a complaints dashboard how-to on 15 Aug 2025. On 23 Sep 2025 a comparison view was committed for the next release.

Adoption: On 21 Aug 2025 Femi Olatunji warned that use rests on Tomasz. On 25 Sep 2025 six compliance users were provisioned, and on 26 Sep 2025 Femi asked for custom dashboards.

Open at the end: On 26 Sep 2025 the call recorder was blocked on a transcript permission and the accounting connector had no owner. Femi wanted Tomasz as second admin, and SSO enforcement awaited his leaver and joiner test.

Proposal: On 17 Apr 2025 Priya Raman and Tomasz Wiśniewski arranged a walkthrough. The 28 Apr 2025 call covered the Enterprise proposal at £129k total including implementation, with a target date of 26 Jun 2025.

Security: Philippa Gore, Chief Operating Officer, wants the security review before anything is signed. On 30 Apr 2025 she said the 26 Jun 2025 date should not be assumed fixed.

Customer asks: Tomasz said twenty connectors is more than needed now, with five or six sources at the start. Philippa wants early notice of outages or stale data as an FCA authorised firm.

Negotiation: On 30 May 2025 the security review was behind them and scope was Enterprise. Owen Tallis declined to move the total, and Clara Hoskins asked for freshness credits and termination assistance.

Fee split: The same day Clara said a single total was not enough. Sophie Ling confirmed separate implementation and subscription lines and sterling invoices.

Signature and billing: On 24 Jun 2025 Lewis Kerr sent the order form at £129k plus VAT. Philippa asked him to hold the signing request until she confirms. On 27 Jun 2025 invoice INV-084-0001 for £36k gross was sent to Gavin Rudd, due 27 Jul 2025.

Open at the end: The evidence does not show the order form being executed, who owns implementation, the PO number or payment of the invoice.

Outreach: On 4 Feb 2025 and 14 Feb 2025 Sofia Marchetti invited Tomasz and Clara Hoskins, Head of Procurement, to the 25 Feb 2025 roundtable. Neither thread shows a reply.

Discovery: On 24 Feb 2025 Tomasz accepted a discovery session and set the agenda: follow one marketplace client from onboarding to complaints. The 26 Feb 2025 call followed with Priya Raman, Tomasz and Philippa.

Concern: On the 26 Feb 2025 call Philippa called a missed complaint pattern a regulatory risk for an FCA authorised firm. She will not sign before the security review and an executive colleague's view.

Price: Priya gave £129k for Enterprise, implementation included, as total deal value and not an annual price. The 28 Feb 2025 email repeated it as a proposal value. It is an open item, not executed paper.

Demo: On 19 Mar 2025 the demo on Vellacott's own data was agreed, with Anya Petrova to send the access list. At the 27 Mar 2025 demo Tomasz liked sourced answers and the handover use case. Femi Olatunji probed permissions and freshness.

Open at the end: Pricing sits with Philippa, who was not on the demo. Tomasz will ask her for a call, probably late April. Permissions detail is owed, a custom payments ledger connector needs scoping with a committed live date, and the decision target is 26 Jun 2025. No proposal exists yet.

Scope: the period holds one read, an email thread, so this digest is short.

Outreach: on 5 Nov 2024 Sofia Marchetti invited Femi Olatunji, a data engineer, to the BG-Demo webinar on 21 Nov 2024. The session covered bringing CRM, calls, tickets and finance data together inside a customer's own Snowflake account.

Customer view: the thread has no reply, so the evidence does not show whether Femi attended or was interested. The read notes that engaging the technical user could deepen understanding of how the brain runs in the customer's Snowflake account.

Open at the end: nothing was agreed or asked for, and no next steps are recorded. The evidence shows no renewal, price, support or sentiment signal in the period.