Vellacott Payments / BB-Demo – Check In
Callcompleted
Vellacott Payments · 2026-08-10 12:45
Tomasz Wiśniewski raised two high priority tickets from the last month and tied a fall in active users to them. Daniel Okafor committed to a written account and a team breakdown by the end of the week.
What was said
What this says
Current to 11 Oct 26Tomasz Wiśniewski raised two high priority tickets from the last month and tied a fall in active users to them. Daniel Okafor committed to a written account and a team breakdown by the end of the week.
What happened: On the 10 Aug 2026 check-in Tomasz opened with two high priority tickets and pressed for a named owner. Daniel named himself as owner and promised a written account of both by the end of the week.
Customer view: Tomasz said partnerships operations relies on the brain every morning, and that people go back to spreadsheets when something fails twice. He wants the write-up in a form he can show Philippa, who dislikes surprises.
Commercial: Active users are down on the previous quarter against 160 licensed users. Tomasz does not discuss commercial terms, but Philippa will ask whether the account is stable ahead of the July contract end.
Watch: The evidence does not show the cause of either ticket or the size of the user drop. Trust is the risk to the renewal, and the Enterprise refresh and response commitments are directly in play.
Themes
Current to 9 Oct 26Theme
Tickets and usage dip
Importance
complaint
Sentiment
negative
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Daniel Okafor sends Tomasz a written account of both tickets and a team breakdown, including who asks the questions, by the end of the week.
- Daniel Okafor rings Tomasz if anything else arrives as high priority.
- Tomasz books a refresher with the teams that dropped off after the holidays.
Risks
Current to 9 Oct 26- Two high priority tickets in a month against the Enterprise refresh and response commitments.
- Active users have fallen and the customer links it to lost trust after repeat failures.
- Philippa, who holds commercial, will ask whether the account is stable and dislikes surprises.
Opportunities
Current to 9 Oct 26- A clear written account and a refresher for teams that dropped off can rebuild trust before the renewal.
Transcript
Daniel Okafor NoneHello Tomasz, thank you for making the time. It's just the two of us today, I think?
Tomasz Wiśniewski NoneJust us. Philippa is in a regulatory meeting. I have the three actions from last time in front of me, but first I have a bigger concern.- Daniel Okafor NoneOf course. Before that, how was your weekend? Did you manage to get away at all?
- Tomasz Wiśniewski NoneBriefly. A few days at home in Poland. It was good, thank you. Now, let me be concrete. Two tickets in the last month, both high priority. I do not like this.
- Daniel Okafor NoneNo, and I understand why. I've been through both with support this morning. I don't want to give you a half answer, so tell me what you've seen from your side and I'll fill in what I know.
- Tomasz Wiśniewski NoneMy team raised them because people were waiting on answers and did not get them when they needed them. For us, partnerships operations is a daily thing. If the brain is slow or wrong in the morning, we lose the morning.
- Daniel Okafor NoneMm. Right. And that's exactly the point of the Enterprise commitment on refresh and response, so it matters that we take it seriously. What I can say is both tickets have been picked up and are with the engineers. What I won't do is promise you a date I don't own.
- Tomasz Wiśniewski NoneThen what's the owner? Who is the name on this? I do not accept we are looking into it.
- Daniel Okafor NoneFair. I am the owner on our side for the relationship, and I'll be the one who comes back to you. The engineer on the tickets will be named in the updates. I'll come back to you by the end of the week with a proper written account of both, what happened and what's changed.
- Tomasz Wiśniewski NoneEnd of the week. Okay. Write it so that I can show it to Philippa. She will ask, and she hates surprises.
- Daniel Okafor NoneI know. She's been very clear about telling her early, and that's what I'd want to do too. Shall I copy her on the summary directly, or would you rather pass it on?
- Tomasz Wiśniewski NoneSend to me first. I will forward with my comments.
- Daniel Okafor NoneOf course. Now, the other thing I wanted to raise is usage. Active users have come down compared with the previous quarter, by a noticeable amount. You've got 160 licensed users and we're running well under that. How is the team finding it?
- Tomasz Wiśniewski NoneSome of it is August. People are away, the marketplace clients are quiet. But I think it is also the tickets. When something fails twice, people go back to the spreadsheets. Natural.
- Daniel Okafor NoneThat's honest, and I think you're right on both counts. I'd rather we treated the second one as the real signal. Holidays come back, trust takes longer.
- Tomasz Wiśniewski NoneYes. So what do we do, concrete?
- Daniel Okafor NoneTwo things. First, get the tickets properly resolved and explained, so your team hear it from you with something solid behind it. Second, a short refresher with the teams who've dropped off, once people are back. I'd want to look at which teams first, so I'll send you that breakdown with the summary.
- Tomasz Wiśniewski NoneGood. I want the breakdown by team, not only the total. And I want to know if one person was asking most of the questions before.
- Daniel Okafor NoneYes, I'll include who asks, so we can see if it's a few people or a broad dip. That matters for how we respond.
- Tomasz Wiśniewski NoneOkay. And one more thing. You are on contract with us until next July, you said before. I do not discuss commercial with you, that is Philippa. But she will ask me if this is stable.
- Daniel Okafor NoneUnderstood. The contract is in place and invoicing is clean, there are no overdue invoices, and I won't dress the usage up. What I'd say to Philippa is that there's a dip, we know why in part, and there's a plan with an owner.
- Tomasz Wiśniewski NoneThat is fair. Let me be concrete on actions. You send the written account and the team breakdown by end of the week. I tell the teams the tickets are being handled. We book the refresher after the holidays.
- Daniel Okafor NoneYes, and I'll just close the loop on one more: if anything else comes in as high priority before then, I'll ring you rather than let it sit in a queue.
- Tomasz Wiśniewski NoneGood. That is what I want. Thank you, Daniel.
- Daniel Okafor NoneThank you, Tomasz. Best wishes, speak soon.
- Tomasz Wiśniewski NoneCheers.
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