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Customer Success Signals: 2026-02-18 to 2026-03-03

Generated: 2026-03-03 Meetings covered: 4 meetings across 2 customers Source: Customer Success Meetings in Notion

Executive Summary

ON is preparing a major internal presentation validating Palm's forecasting accuracy against Kyriba — results show Palm outperforming at ~8% WMAP vs 16% for Kyriba. The scenario planning prototype received strong positive feedback (8/10 excitement). Investment dashboard is nearly production-ready. Personio is working through BlackRock money market fund integration challenges with missing transactions and encrypted statement workarounds, and planning an in-person workshop in March.

Feature Requests & Enhancements

High Priority (Multiple Customers)

  1. Investment data completeness - ON, Personio - ON needs MMCs (money market fund-like products) tracked alongside traditional investments; significant UBS exposure currently missing. Personio's BlackRock balances are months out of date with 5 missing transactions.
  2. AP/AR data integration - ON - Described as "driving with eyes closed" without it. Critical for forecast accuracy improvement. Integration planned and in progress.

Medium Priority

  1. Intercompany/ZBA forecasting - ON - Entity-level forecasts distorted without IC flows. ZBA forecasting recently launched and showing improvements, but full IC forecasting still on roadmap.
  2. Scenario planning - ON - Prototype demo received 8/10 excitement. Interest in IC and non-business category inclusion. Want confidence bands and best/worst/baseline tracking with actuals overlay.
  3. Forecast accuracy KPI framework - ON - Need to define acceptable error thresholds at multiple levels (global, cash pool, entity, category). Bias metrics (over/under forecasting) also requested.

Nice to Have

  • Custom canvas for self-serve dashboard creation - ON
  • Weighted average investment rate refinement (gaps on days without deposits) - ON

Customer Health Signals

Wins & Positive Feedback

  • ON: Palm outperforming Kyriba significantly — ~4-5% error on 1-week forecasts vs higher Kyriba variances. 7-week validation analysis being presented to internal stakeholders. Mass recategorization in January drove error to lowest point.
  • ON: Scenario planning prototype scored 8/10 excitement. Team sees strong fit for inventory, working capital, A/R, A/P testing. Swedish store opening used as concrete use case example.
  • ON: Investment dashboard nearly complete — counterparty spread analysis, maturities, interest tracking all functional. Ready for self-serve canvas publishing.

Concerns & At-Risk Indicators

  • Personio: BlackRock money market fund balances incorrect in Palm — GBP should show £5.2M but only showing €2.5M equivalent. System months out of date. Encrypted statements make automation difficult.

Expansion Opportunities

  • ON: Dynamics integration moving forward — new IT product manager assigned, enthusiastic about AI at ON, requesting technical specs. Resource allocation expected Q2 2026.
  • ON: Presenting Palm validation results internally — successful presentation could drive deeper organizational buy-in and expand usage.
  • Personio: In-person workshop planned for week of March 16th at BlackRock Amsterdam — bug hunt + brainstorming sessions. Signals deepening engagement.

Pain Points & Issues

Product Issues

  • ON: Forecast vs actuals comparison was flawed — forecast included investments for first 3 snapshots while actuals excluded them. Required manual exclusion in Google Sheets.
  • ON: Weighted average investment rate shows zero on days without deposits, creating gaps in charts.

Integration Issues

  • Personio: BlackRock encrypted email statements prevent automated processing. Workaround: manual monthly balance verification with spot-checks.
  • Personio: Slack app installation requires admin approval as custom app — BlackRock IT ticket raised and pending.
  • ON: MMCs not yet trackable in Palm — no maturity dates, monthly refresh, interest compounds monthly.

Competitive Intelligence

Competitors Mentioned

Company Competitor Context
ON Kyriba 7-week head-to-head validation: Palm ~8% WMAP vs Kyriba ~16%. Kyriba suffers from AR overestimation and manual data dependency.

Meetings by Customer

ON (3 meetings)

Meetings: 2026-02-18 (x2), 2026-02-20

Key points: - Preparing internal FC validation presentation — Palm significantly outperforming Kyriba - Investment dashboard rebuilt in Palm backend, nearly production-ready - Scenario planning prototype well-received (8/10), follow-up deep-dive planned - Dynamics integration progressing — new IT PM assigned, Q2 resource allocation - ZBA forecasting live and improving entity-level accuracy - MMCs identified as missing from investment data - Roadmap shared: Q1 categorization + AP/AR, Q2-Q3 V3 platform + scenarios, 2027 FX hedging + extended horizons

Personio (1 meeting)

Meetings: 2026-02-27

Key points: - BlackRock MMF integration: 5 missing transactions, incorrect GBP balances - Encrypted statements require manual workaround - Slack app installation pending BlackRock IT approval - In-person workshop planned for March 16th week in Amsterdam (bug hunt + brainstorm)

Patterns for Product

  1. Investment visibility is table stakes now — both ON and Personio are actively working on investment data in Palm. ON needs MMCs, Personio needs correct BlackRock balances. The "total liquidity" roadmap item is validated.
  2. Forecast validation as a sales tool — ON's head-to-head comparison with Kyriba (8% vs 16% WMAP) is powerful proof. This narrative should be captured for other customer/prospect conversations.
  3. Scenario planning has strong pull — ON's 8/10 excitement + specific use cases (Swedish store, inventory, WC) confirms this is the right bet. Confidence bands and multi-scenario tracking are the advanced asks.
  4. Data quality still the #1 trust blocker — investment inclusion/exclusion confusion, missing MMCs, incorrect BlackRock balances, lack of AP/AR data. Every meeting touches data quality.

Action Items

  1. [ ] Product: Capture ON vs Kyriba validation narrative for sales enablement
  2. [ ] Product: Schedule scenario planning deep-dive with Lucia and Julia (ON)
  3. [ ] Engineering: Address MMC data structure for investment completeness (ON)
  4. [ ] Engineering: Fix weighted average investment rate gaps on zero-deposit days
  5. [ ] CS: Follow up on BlackRock Slack app approval and missing transactions (Personio)
  6. [ ] CS: Confirm March workshop dates with Personio/BlackRock

Source Meetings

Date Company Meeting Notion Link
2026-02-18 ON FC Presentation Talk View
2026-02-18 ON Daily Standup View
2026-02-20 ON Mock Presentation - FC Validation View
2026-02-27 Personio BlackRock Integration View