Brenneck Pay / BB-Demo – Check In
Callcompleted
Brenneck Pay · 2026-08-19 09:00
Katrin Vogelsang reported about ten of forty Growth seats active, with merchant risk still trusting old reports. She asked for a side-by-side session, a value summary in her words and a data-location document for a supervisory examination.
What was said
What this says
Current to 13 Oct 26Katrin Vogelsang reported about ten of forty Growth seats active, with merchant risk still trusting old reports. She asked for a side-by-side session, a value summary in her words and a data-location document for a supervisory examination.
What happened: Elena Novak ran the quarterly check-in with Katrin on 19 Aug 2026. Usage was around ten active users against forty licensed, up a little on the previous quarter.
Customer view: Katrin said account managers use the brain daily, but merchant risk goes back to a trusted spreadsheet. She wants real merchants compared side by side and every answer traceable to a record.
Commercial: The renewal date is 3 Feb 2027 and the order form amount matches what has been invoiced, with nothing overdue. Katrin wants the value summary built on merchants who stay and on risk and account management agreeing.
Watch: She needs a factual description of data location and access for a supervisory examination. Colleagues also saw yesterday's data at eight on some mornings, which is unchecked against the refresh log.
Themes
Current to 9 Oct 26Theme
Adoption and renewal preparation
Importance
renewal
Sentiment
mixed
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Elena to confirm the side-by-side session date in writing, no earlier than the week after next.
- Elena to send the minutes with the usage definition, ticket timestamps and connector position.
- Elena to ask security colleagues what description of data location and access can be provided, and by when.
Risks
Current to 9 Oct 26- Merchant risk still leans on old reports, so only about a quarter of the forty Growth seats are active.
- Support did not know the data sits in the EU region, which Katrin's auditors ask about.
- Some colleagues saw yesterday's data at eight, which has not yet been checked against the refresh log.
Opportunities
Current to 9 Oct 26- Adding the account management team in the other office would stay within the forty-user Growth allowance.
- Pattern questions across merchants would deepen merchant risk's use of the brain beyond single lookups.
Transcript
Elena Novak NoneGood morning, Katrin. Can you hear me properly? I have a new headset today and I am not sure about it.
Katrin Vogelsang NoneGood morning, Elena. Yes, I hear you clearly. Very good, actually. Better than last time.- Elena Novak NoneGood, then the headset is staying. How is your week? It is Wednesday, so you are probably already in the middle of it.
- Katrin Vogelsang NoneBusy, but normal busy. August is quiet for some merchants and very loud for others, so the team is a little stretched. And it is already hot here in Frankfurt at nine in the morning, which is not helpful.
- Elena Novak NoneAmsterdam is the same. Everybody is complaining and nobody has air conditioning. Well. Shall we begin? To confirm, I sent the agenda yesterday, and it has four points. First, usage over the last quarter. Second, the tickets you raised. Third, how the brain is being used by merchant risk. Fourth, the renewal timeline, only so that nothing surprises you later.
- Katrin Vogelsang NoneYes, I have it open. I also wrote my own list, to be precise, because there is one point that is not on yours. But let us do yours first and I will add mine at the end.
- Elena Novak NoneOf course. As agreed, I will make sure that we leave time for it. So, usage. You are licensed for forty users on Growth, and the average number of active users over the last thirty days is around ten. That is up a little compared with the previous quarter.
- Katrin Vogelsang NoneUp a little. What is the source for that? I am not doubting you, but if I say it in my steering meeting, somebody will ask me where it comes from.
- Elena Novak NoneThat is fair. It comes from the usage tables inside your own Snowflake account, the activity log the brain writes. I will send you the query name and the extract with my written summary, so you can show it. It counts a user as active if they asked a question, opened a page or used search in the period.
- Katrin Vogelsang NoneGood. Please include the definition of active in the note. Last time somebody argued that opening a page by accident should not count.
- Elena Novak NoneNoted. I will make sure that the definition is the first line. Now, ten out of forty is a quarter of the seats. I do not say that as a criticism. For a platform that came in six months ago, it is a normal picture, and it is moving in the right direction.
- Katrin Vogelsang NoneMm. I would say it is honest. The account managers use it every day. Merchant risk uses it, but only two or three people really, and the others still go to the old reports when they are in a hurry.
- Elena Novak NoneRight. That is useful to know. Which old reports, if you do not mind me asking? Are they the ones built before the brain?
- Katrin Vogelsang NoneYes. The weekly merchant exposure report from the risk team, and a spreadsheet that one of the account managers keeps. It has history that people trust. So the question is not whether the brain is right. The question is whether it shows them the same thing they see in the spreadsheet.
- Elena Novak NoneThat is a very clear way to put it. So the adoption problem is trust in continuity, not capability. Would it help if we sat with the risk team for one session and ran the same merchants through the brain and the spreadsheet, side by side?
- Katrin Vogelsang NoneThat is exactly what I would like. But with real merchants, not examples. And I would like the differences written down, with the source of each difference. If the spreadsheet is wrong, I want to know why. If the brain is wrong, same.
- Elena Novak NoneUnderstood. Let me write it as an action, so it is not lost. Action one: a side-by-side session with merchant risk, using a short list of real merchants that you choose, with the differences documented and sourced. Does that capture it?
- Katrin Vogelsang NoneYes. Let us agree the next step on who chooses the merchants. I will choose, and I will give the list only to you, not circulate it. The risk team should not prepare in advance.
- Elena Novak NoneThat is sensible. I will make sure that the list stays with me and the solutions engineer. Then, the date. I should not promise a date for the engineer without checking his calendar, so I will confirm it in writing today.
- Katrin Vogelsang NoneFine. Not before the end of next week, please, because two of my people are away.
- Elena Novak NoneNoted, the week after next at the earliest. Now, the second point, tickets. There were two in the last thirty days, and one of them was marked high priority. Do you want to start, or shall I?
- Katrin Vogelsang NoneYou start. I have my view, but I would like to hear whether yours is the same.
- Elena Novak NoneBoth tickets are closed. Your tier, Growth, carries a first response of one business hour for a priority one issue, and I checked the timestamps rather than the wording of the ticket. The high priority one was answered inside that. I would still like to send you the two timestamps in the written note, so that you have them as evidence.
- Katrin Vogelsang NoneYes, please. Because from my side the experience was fine, but one thing bothered me. The person who answered did not know that our data is kept in the EU region, and asked a question that was already answered in the setup.
- Elena Novak NoneThank you, that is helpful, and I am sorry. It should not happen with a customer on EU residency. I will make sure that the account notes carry the region clearly, and I will ask the support lead to check that the helpdesk view shows it on the first screen.
- Katrin Vogelsang NoneGood. It is small, but my auditors ask exactly about where data sits, and I do not want a support exchange where someone suggests otherwise.
- Elena Novak NoneCompletely understood. I will add that to the action list as number two, with the confirmation that the region is visible to support.
- Katrin Vogelsang NoneNumber two, yes. Next?
- Elena Novak NoneThird point, how merchant risk uses the brain. You said two or three people. What are they asking it, mostly? I am trying to understand whether it is about single merchants, or about patterns.
- Katrin Vogelsang NoneMostly single merchants. They ask for the whole picture: the account manager's notes, the recent support contacts, the payment volumes, and anything from the calls. Then they decide whether a merchant needs a closer look. What they do not yet do is ask about patterns, such as which merchants have had a change in volume and a complaint in the same month.
- Elena Novak NoneThat would be a good second step, and the data is already there, as far as I can see. Would you like me to prepare a few example questions of that kind for the session? Then they see that it is not only a lookup.
- Katrin Vogelsang NoneYes, but with a warning. If the answer says a merchant is high risk, I need to see on what basis. I will not have a statement in the brain that the risk team cannot trace to a record.
- Elena Novak NoneAs agreed, every answer should show its sources, and I will make that visible in the session. If an answer cannot be traced, we say so, and we do not present it as a finding.
- Katrin Vogelsang NoneGood. That is the standard I need. May I ask something about the seats while we are here? We have forty licensed and ten active. If I add the account management team in the other office, would that exceed anything?
- Elena Novak NoneNot in terms of the licence. Forty users is the Growth allowance, and you are well within it, so you could add people without changing the contract. What I would watch is the connectors, because the tier has a limit there as well. You are inside it today, and I will confirm the exact position in the note. If the other office uses different systems, we would need to look at that first.
- Katrin Vogelsang NoneThey use the same CRM, I believe, but I would have to check. Let me put it as my action, to find out which systems they work in.
- Elena Novak NoneThank you. That is your action, then, and mine is to confirm the connector position. So we are three actions in.
- Katrin Vogelsang NoneFour, if you count the written note with the usage definition.
- Elena Novak NoneYou are right, and I will not count that one as an extra, it is simply the minutes. You will have them today. Shall we go to the fourth point, the renewal?
- Katrin Vogelsang NoneYes. Although it is still far away.
- Elena Novak NoneIt is, and I raise it only so that the dates are on the table. The contract started on 3 Feb 2026, it runs to 2 Feb 2027, and the renewal date is 3 Feb 2027. The annual amount on the order form is fifty thousand pounds, and that matches what has been invoiced, so there is nothing open on the invoicing side.
- Katrin Vogelsang NoneFifty thousand, yes, that is what I have in my budget file. And there is no overdue invoice from our side, I checked with finance last week.
- Elena Novak NoneCorrect, nothing overdue on our records either. What will happen, as is usual, is that I send you a formal renewal notice about ninety days before the end, and we sit down properly. Before that, in the quarterly review, I want to bring a short value summary, so that you are not asked to renew on a feeling.
- Katrin Vogelsang NoneThat is helpful. I would like the value summary to use our words, not yours. Merchants who stay, and risk and account management agreeing on a merchant. If you can show me where it has helped with one of those, I can defend it.
- Elena Novak NoneThat is a clear instruction. I will build it around those two themes, and I will include cases only where you have confirmed that I may use them. Would it be sensible to ask the account managers for one or two examples in the coming weeks?
- Katrin Vogelsang NoneYes, I will ask them. But not a questionnaire, please. They will not fill it in. A conversation of ten minutes with you is better.
- Elena Novak NoneThen I will arrange short conversations, and I will make sure that I send the questions to you first, so you can see what I intend to ask.
- Katrin Vogelsang NoneGood. Now my point, the one that is not on your agenda. It is about the supervisor. We have an examination planned, and they will ask how we use external data tools, and where the data is processed. I would like a short document from you that I can attach. What does BB-Demo hold, where is it held, who can see it.
- Elena Novak NoneThank you for raising it now, and not later. Let me make sure I understand. You need a description of the arrangement, not a certification. Is that right?
- Katrin Vogelsang NoneTo be precise, a description that is factual and signed by someone responsible. Not marketing. If there is a standard document, fine. If not, I will tell you which questions they asked last year.
- Elena Novak NoneI think the key fact is that the brain runs inside your own Snowflake account, with the data in your EU region, so much of what the examiner asks is answered by your own environment and not by ours. But I do not want to improvise on this. I will ask our security colleagues what we can provide and in what form, and I will tell you what I can promise, and by when, only after I have asked them.
- Katrin Vogelsang NoneThat is acceptable. I would rather have the right date than a quick one. When is the examination? I will say it so you know the pressure. It is in the autumn, I do not yet have the exact day.
- Elena Novak NoneThen let us treat it as something to settle in the next couple of weeks, and I will not wait for the exact day. I will write it as action five: a description of data location and access, for the supervisory examination, with form and timing to be confirmed by our security team.
- Katrin Vogelsang NoneYes. Five. And please make sure it is clear whose responsibility each part is. Which is yours, which is ours.
- Elena Novak NoneI will make sure that the split is written plainly. Responsibility for the data, responsibility for the service. It is one of the things people often skip, and then they argue later.
- Katrin Vogelsang NoneExactly. Merchants argue, auditors argue, everybody argues.
- Elena Novak NoneThen we avoid it. May I ask something about the brain itself before we close the points? Is there anything you find slow or confusing? Not the big things, the daily irritations.
- Katrin Vogelsang NoneHm. A few. People do not know what to type in the chat. They stare at it. The first week, they ask something very vague and get a vague answer, and then they decide it is not useful. It is a habit problem.
- Elena Novak NoneThat is very common, and it is quite fixable. In the session, we could give each person three questions that are specific to their daily work, written on a single page. Not a manual. Would that suit?
- Katrin Vogelsang NoneYes, one page, that is the right size. And in German for the two colleagues who prefer it, if possible. The questions can be in English, but the explanation in German.
- Elena Novak NoneI will ask whether we can have the explanation translated, and I will tell you honestly if we cannot. I would not like to send you something with mistakes in it.
- Katrin Vogelsang NoneThat is fine. I can check the German myself, it is my language.
- Elena Novak NoneThen it is easy. Good. Let me use the remaining time to read back the actions, because I would like you to hear them once, and correct me if anything is wrong.
- Katrin Vogelsang NonePlease. Slowly, so I can write.
- Elena Novak NoneOne. A side-by-side session with merchant risk, on real merchants chosen by you and given only to me, with documented and sourced differences. I confirm the date today, not earlier than the week after next. Two. I ask support to show the EU data region on the first screen of your account, and I confirm to you in writing. Three. I confirm the connector position under Growth, in the note. Four. You find out which systems the other office uses, so we can judge adding the account managers. Five. A description of data location and access for your supervisory examination, form and timing to be confirmed by our security colleagues. Six. A one-page set of starter questions per role, with German explanations if we can, which you will check. Seven. Short conversations with your account managers, for the value summary, with the questions sent to you first.
- Katrin Vogelsang NoneThat is complete. One correction: for action six, I would like the page to be for risk first, and for the account managers afterwards. Otherwise it is correct.
- Elena Novak NoneRisk first, then account managers. Corrected. And the minutes will go out today, with the usage extract, the definition of active, and the two ticket timestamps.
- Katrin Vogelsang NoneGood. And will Matteo be in the loop? He signed the contract with us, and I would like him to know that we are talking about the renewal date, even if it is far away.
- Elena Novak NoneYes, I will copy Matteo Ricci on the note. He is your account owner on our side for the commercial terms, and I look after adoption and the review. If anything about the amount or the terms comes up, it goes to him, and I will say so in the note.
- Katrin Vogelsang NoneGood. I like to know who holds which part. Last supplier I had, nobody knew.
- Elena Novak NoneThen we make it explicit. Is there anything else on your list? You said one point, and we have covered it, but perhaps there is something smaller.
- Katrin Vogelsang NoneOne small thing. The nightly refresh. Some mornings, my colleagues say the data looked like yesterday's at eight. I do not know whether it was a real delay or whether they looked too early. What is the commitment?
- Elena Novak NoneThe refresh is meant to be complete by seven in the morning your local time on business days, for every tier. If somebody sees yesterday's data after that, it is worth telling me the day, and I will look at the refresh log. I would not like to say it was a delay without checking.
- Katrin Vogelsang NoneThen I will ask them to note the day and time when it happens. If it happens twice, I will send it to you.
- Elena Novak NoneThat is ideal. Then I can compare it with the log. I will also include the last month of refresh completion times in the note, so you have a baseline. Is that useful?
- Katrin Vogelsang NoneYes, very. With the source, please.
- Elena Novak NoneWith the source, of course. The refresh log in your account. I should say, just so it is clear, that being available and being fresh are two separate things. If the brain answers but on older data, it counts as available. So the log is the right place to look.
- Katrin Vogelsang NoneI understand the distinction. My merchants do not care, but the auditors do, so I am glad to know it.
- Elena Novak NoneGood. Then we are nearly at the end of the half hour. Shall we agree the next check-in? Your tier has quarterly reviews, so I propose we hold the next one after the side-by-side session, and use it to look at whether the number of active users has moved.
- Katrin Vogelsang NoneYes. Let us agree the next step like this: the session first, then the review, and the value summary inside the review. Not a separate meeting.
- Elena Novak NoneAgreed, one meeting. I will send an invitation once I have the engineer's date. And to confirm, I will not send anything about the renewal notice until we are closer to the ninety days, so you are not distracted by it.
- Katrin Vogelsang NoneGood. Thank you, Elena. I appreciate that you write everything down. It saves me a lot of time.
- Elena Novak NoneThat is kind, thank you. It is how I like to work, and I think it is how you like to work as well.
- Katrin Vogelsang NoneIt is. Then I wish you a good day. Stay cool.
- Elena Novak NoneYou too, Katrin. Try to stay near a fan. The minutes will be with you today. Kind regards, and speak soon.
- Katrin Vogelsang NoneViele Grüße, Elena. Goodbye.
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