Bayard Lane Payments

Onboarding: On 8 Apr 2026 Javier Ortiz confirmed Salesforce was clean and tickets security was signed off, but email and finance were pending and the four-connector target was at risk. On 24 Apr 2026 Monique Fairley called onboarding seamless and Hamza Akhtar said all four connectors were live.

Connectors: The 30 Apr 2026 call was more mixed. Salesforce and Zendesk were healthy, the call recorder was slow and the accounting API key waited on a vendor ticket. The evidence does not show which go-live scope was agreed.

Go-live: On 15 May 2026 Hamza trained Monique and Javier, and both ran a successful first question. Only two customer people attended, though Monique expected the whole merchant success team. Monique wants a weekly SLA check, which could become a value case. Amara Obi was named CSM for adoption.

Support: On 12 May 2026 a how-to ticket on cross-platform search was solved with positive feedback. On 10 Jun 2026 Javier asked to onboard the merchant success team and Bethan Lister sent invite links.

People: On 8 Jun 2026 Alice Brewer invited CFO Elliot Rosen to the Customer Day on 11 Jun 2026. There was no reply in the thread.

Open at the end: On 25 Jun 2026 duplicate merchants appeared in search from a connector sync issue, cleaned by Olivia. On 30 Jun 2026 recent support tickets were missing from the brain and Javier was asked to check sync status. The cause was not shown.

Sales: On 13 Jan 2026 Monique Fairley said the open-ticket view was exactly what they need, and Growth at £62k was discussed. The 29 Jan 2026 proposal call and the 30 Jan 2026 email followed, with CFO Elliot Rosen asking how pricing works if they expand.

Commercial: On 11 Feb 2026 Owen Tallis agreed ten percent off the first term with quarterly invoicing. Elliot said he would sign, with a close target of Friday 27 Feb 2026.

Order form: Priya Raman sent the Growth order form on 25 Feb 2026 with £12k implementation included. Elliot said it looked good and would go to finance. No signed copy is shown, so it stays an open item.

Billing: On 2 Mar 2026 Rachel Dunmore sent invoice INV-098-0001 for £12k, payable by 1 Apr 2026. On 13 Mar 2026 she sent INV-098-0002 for £50k, payable by 12 Apr 2026. Both asked Dana Kurtz for a PO number, and no reply or payment is shown.

Delivery: Hamza Akhtar and Amara Obi ran the 19 Mar 2026 kickoff, and Monique admitted data gaps she cannot locate. On 25 Mar 2026 the plan was core connectors by mid-April and go-live by end of April, with security still reviewing email and ticketing.

Open at the end: Signed order form, PO number and payments are not shown. Amara's mention of SSO needs checking against the Growth tier, and Hannah Lowe's written architecture answer is not shown as sent.

Period: this digest rests on one read, the 29 Dec 2025 discovery call with Monique Fairley and Elliot Rosen. It was a 41 minute call run by Jordan Pike.

Pain: merchant success checks each partner's helpdesk, Salesforce and the call recorder separately. Monique said a partner's call spike takes a day or two to notice.

Customer view: Elliot said the business is reactive and is leaving money on the table, though he could not quantify it. His support is conditional on a demo and on Monique being happy.

Commercial: Jordan proposed the Growth tier at £62k all-in for the first year, with about eight weeks to deploy. Salesforce, Zendesk and Gong were named as the connectors.

Open at the end: Jordan is to run a demo the following week on the customer's own Salesforce and Zendesk data, and to send a calendar invite and a one-page Growth tier overview. Javier, the Salesforce admin, is to join the implementation kickoff. No value figure was put on the problem, and connector timing depends on the customer's questionnaires and access. The evidence does not show any order form or signature in the period.