Lindqvarn Retail / BB-Demo – Onboarding
Callcompleted
Lindqvarn Retail · 2025-06-12 10:30
12 Jun 2025 onboarding call. CRM is loaded, helpdesk waits on a personal-data exclusion list, e-commerce starts with orders and returns, store feedback gets a Sweden pilot. Karin warned thin early results could stop people coming back.
What was said
What this says
Current to 13 Oct 2612 Jun 2025 onboarding call. CRM is loaded, helpdesk waits on a personal-data exclusion list, e-commerce starts with orders and returns, store feedback gets a Sweden pilot. Karin warned thin early results could stop people coming back.
What happened: Hamza Akhtar walked Karin Sjöberg and Linnea Holm through four sources: CRM, helpdesk, e-commerce and store feedback. Four items were agreed before the first full refresh: the excluded fields list, the segment definition, an introduction in analytics and a confirmed pilot folder.
Customer view: Karin is supportive but guarded about early adoption. She wants the small pilot group told clearly that the brain is still being built.
Commercial: The call is delivery work, not a buying conversation. Early value depends on the helpdesk connector landing and on a clean feedback source, so the first questions are useful rather than thin.
Watch: The SharePoint feedback folder is untidy and holds Swedish, Norwegian and Finnish text. Linnea also flagged a possible clash between the CRM backup and the nightly refresh.
Themes
Current to 9 Oct 26Theme
Onboarding connector set-up
Importance
neutral
Sentiment
mixed
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Linnea to send the excluded fields list and the written segment definition after the call.
- Linnea to introduce Hamza to the analytics contact and check the Sweden folder this week.
- Hamza to apply the field filter, show what the brain sees and send the call notes the same day.
Risks
Current to 9 Oct 26- Thin early results could stop the small pilot group coming back.
- The store feedback folder is untidy and multilingual, so pointing the brain at all of it would give poor answers.
- The CRM backup may collide with the nightly refresh.
Opportunities
Current to 9 Oct 26- Once the helpdesk is in, segment and service-contact questions give the first real value case.
- A Sweden pilot for store feedback can be widened to other regions.
Transcript
Hamza Akhtar NoneMorning, Linnea. Morning, Karin. Can you see my screen? I've got the connector checklist up.
Linnea Holm NoneYes, I see it. Good morning. Karin is just getting a coffee, she is coming.
Karin Sjöberg NoneI am here. Good morning, both. How are you? Hamza, did you have a good week?- Hamza Akhtar NoneBusy, but good, thanks. Yours? Linnea said the shops had a big campaign on.
- Karin Sjöberg NoneYes, a summer campaign, so the customer service team has been very occupied. It is good for us, in a way, because there is a lot of feedback to look at once we are ready.
- Hamza Akhtar NoneThat's a nice problem to have. Right, shall we crack on? Today I'd like to do three things: go through where each connector stands, agree who is the admin for each source, and sort out what we need before the first full refresh.
- Linnea Holm NoneOkay. Where do you want to start?
- Hamza Akhtar NoneThe CRM, because it's the furthest along. I've had read access since last week and the first load went through. Linnea, you said the account fields were a bit untidy. Did you manage to clean up the segment field?
- Linnea Holm NonePartly. There are two versions of the segment field, an old one from before we changed the segmentation and the new one. I have marked the old one as retired, but some of the records still use it. I thought it was better to tell you than to hide it.
- Hamza Akhtar NoneThat's exactly right, thank you. I'll map both into one segment in the brain and keep the original value alongside, so nobody loses history. It saves you chasing every record.
- Karin Sjöberg NoneThat is good. We should anchor which segment definition is the official one, though. Otherwise people will ask the brain a question and get a different answer from the report they have in their head.
- Linnea Holm NoneI can write down the official definition and send it round. I think it is the new one, but I would like Karin to confirm.
- Karin Sjöberg NoneYes, the new one. I will confirm in writing, so it is clear.
- Hamza Akhtar NoneBrilliant. Second connector, the helpdesk. Linnea, I need an admin to create the API user, and Erik's team want to see the permissions before it goes live. Have they looked at the role definition I sent?
- Linnea Holm NoneThey have, Erik replied yesterday evening. He is happy with the role, but he wants the personal data fields excluded before the first load. He sent a list. I have it here.
- Hamza Akhtar NoneGreat, can you forward it to me? I'll apply it as a filter, and then I'll show you what the brain sees, so you can check nothing sensitive is in there. That should take me a day or so.
- Linnea Holm NoneYes, I will send it right after this call.
- Karin Sjöberg NoneHamza, can I ask something about the people who will use it? We have a handful of people who are already trying the brain, I understand. What do they see now?
- Hamza Akhtar NoneAt the moment they see the CRM data and the pages that have been generated from it. It's quite limited, so I wouldn't judge it yet. Once the helpdesk is in, you'll be able to ask things like what customers in a segment are contacting service about, and that's when it starts to be useful.
- Karin Sjöberg NoneMm. Yes. I would like to be careful about expectations. If people try now and it is thin, they may not come back.
- Hamza Akhtar NoneThat's a fair worry, and I'd rather be honest. My suggestion is that we keep the small group, and Marcus tells them clearly that it's being built up. When the helpdesk is in, you open the door a bit wider.
- Karin Sjöberg NoneThat is sensible. Linnea, can you tell them? You know who they are.
- Linnea Holm NoneYes. I will write a short note. Not too long.
- Hamza Akhtar NoneThird connector, e-commerce. Linnea, what did you find out about the tables?
- Linnea Holm NoneThe orders and returns are in Snowflake already, owned by the analytics team. They are happy to give read access. The web behaviour data is not there, it is in another tool, and they said it would be a bigger job to bring it in. I did not push.
- Hamza Akhtar NoneSensible. Orders and returns are plenty to start with, honestly. We can come back to web behaviour once people are asking questions that need it. Is there a named person in analytics I can talk to about the grant?
- Linnea Holm NoneA colleague in analytics, I will introduce you by email. She is quick to answer.
- Hamza Akhtar NoneLovely, thanks. And that brings us to store feedback, the one Karin cares most about. Where did we get to?
- Karin Sjöberg NoneI spoke with two of the regional managers. The survey results are in one place, and they are fairly structured. The free text from the stores is mostly in emails and a shared folder. Some of it is in Swedish, some in Norwegian and Finnish.
- Hamza Akhtar NoneOkay, that's useful. The survey results I can bring in as a source. For the shared folder, is that Microsoft 365 or something else?
- Karin Sjöberg NoneIt is Microsoft 365, SharePoint, I believe. Linnea, you know better.
- Linnea Holm NoneYes, SharePoint. But the folder is a mess. There are subfolders for each region and not all of them follow the same naming. I would not want to point the brain at all of it without cleaning.
- Hamza Akhtar NoneAgreed, and I wouldn't either. Could we choose one region as a pilot? Whichever has the tidiest folder and the most feedback. Then you see how the brain handles it before we open up the rest.
- Karin Sjöberg NoneI like that. Let us think about it together, but I would say Sweden, because it is the largest and I know the managers there. What do the stores say, we can test with real examples.
- Linnea Holm NoneSweden is the tidiest, I think. I can check the folder this week.
- Hamza Akhtar NonePerfect. So, before the first full refresh, I need four things. The excluded fields list, the segment definition, the introduction in analytics, and the pilot folder confirmed. Does that match what you have?
- Linnea Holm NoneYes. I have written them down. And I will ask about the nightly timing as well, because our CRM has a backup running early in the morning.
- Hamza Akhtar NoneGood thinking, thank you. We want the refresh to finish before people start work, so if your backup collides we'll shift the schedule. Marcus will be on the next check-in, and he'll want to look at usage once there's something to look at.
- Karin Sjöberg NoneThank you, Hamza. I think we are in a good place. Please send the notes, and we will do the actions.
- Hamza Akhtar NoneWill do, today. Thanks both. Speak soon.
- Linnea Holm NoneThank you. Bye.
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