Lindqvarn Retail / BB-Demo – Onboarding
Callcompleted
Lindqvarn Retail · 2025-06-23 12:15
Calm Enterprise onboarding with Karin Sjöberg and Linnea Holm. CRM and helpdesk first, e-commerce deferred until after a launch. Linnea is the single admin and wants a second.
What was said
What this says
Current to 14 Oct 26Calm Enterprise onboarding with Karin Sjöberg and Linnea Holm. CRM and helpdesk first, e-commerce deferred until after a launch. Linnea is the single admin and wants a second.
What happened: Onboarding call with Hamza Akhtar agreeing connector order, owners and a small first user group. The order is CRM, helpdesk, store feedback, then e-commerce.
Customer view: Karin wants store managers to see customer history alongside what customers wrote after a visit. She said she wanted a calm start and would rather finish well than rush.
Commercial: Enterprise has 150 licensed users, and the customer wants customer service, e-commerce and stores to share one picture. That is headroom for wider adoption, with SSO and SCIM needing IT.
Watch: Linnea is the only admin and the CRM has duplicates from a system merger. E-commerce is delayed by a launch in the digital team.
Themes
Current to 9 Oct 26Theme
Enterprise onboarding plan
Importance
neutral
Sentiment
positive
Voice
decision-maker
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Hamza Akhtar to send a written onboarding plan with connector order and owners.
- Linnea Holm to give CRM and helpdesk access, explain the duplicates and bring the IT colleague to the next session.
- Linnea Holm to name a second admin within a couple of weeks.
Risks
Current to 9 Oct 26- Linnea Holm is the only admin and owns both CRM and helpdesk, a key-person risk until a second admin is named.
- CRM duplicates and inconsistent store fields could weaken early answers.
- E-commerce connector is deferred behind a digital team launch and may stall.
Opportunities
Current to 9 Oct 26- 150 licensed users leave room to extend from the insight team to customer service, e-commerce and stores.
- Joining store feedback to CRM history is the use case Karin called the heart of it for her.
Transcript
Hamza Akhtar NoneHello both, can you hear me? I think I'm coming through. Karin, Linnea, welcome.
Karin Sjöberg NoneHello Hamza. Yes, we hear you well. How is everyone? I hope the week has started calmly.
Linnea Holm NoneHi. Yes, fine here. Slightly hectic, there's a lot going on with the summer campaigns, but good.- Hamza Akhtar NoneThat's understandable. Well, thanks for making the time at lunch. I know it's not the easiest slot. For today I'd like to cover three things: what we connect first and in what order, who owns what on your side, and how we roll it out to people. Does that sound right?
- Karin Sjöberg NoneThat sounds right. And perhaps at the end we can also agree how we report progress, so that everybody knows. Let us think about it together.
- Hamza Akhtar NoneYes, good, we'll leave time for that. So, just to set the scene. You're on the Enterprise tier, the term started on 1 Jun 2025, and it runs to 31 May 2026, with renewal on 1 Jun 2026. There are 150 licensed users. So there's room to bring in quite a lot of people, not only the insight team.
- Karin Sjöberg NoneYes. That was part of the idea. We want customer service, e-commerce and the stores to see the same picture of each customer segment. But we should anchor this carefully, so we do not open it to everyone on the first day.
- Hamza Akhtar NoneAgreed, and that's the usual way to do it. Start with a small group who really use it, get the data right, then widen. The brain is only as good as what's feeding it, so the connectors come first. Linnea, you're the one who knows the CRM best, I think?
- Linnea Holm NoneYes, I run the CRM, so I know the fields and the history. To be honest, it is not perfectly clean. We have some duplicate customers from when two systems were merged, and some fields that the stores fill in differently.
- Hamza Akhtar NoneThat's very normal, so don't worry about it. What's helpful is if you can tell me where the duplicates mostly come from, and I can see whether we deal with them when we load or whether you tidy at source. Either works, but we should decide it deliberately.
- Linnea Holm NoneMm. I think better at source for the main ones, but I would need a couple of weeks. Can the connector load in the meantime?
- Hamza Akhtar NoneIt can. We load what's there, flag the duplicates, and re-run once you've cleaned. Nothing is lost by starting early. In fact it helps, because we'll see the real mess rather than guessing at it.
- Karin Sjöberg NoneThat is reassuring. What do the stores say about the data, Linnea? Do they trust what is in the CRM?
- Linnea Holm NonePartly. The store managers use their own notes a lot, and the feedback forms. So the CRM is the customer list, but the real feeling is in the feedback. That is why joining them is interesting.
- Karin Sjöberg NoneYes, exactly. That is the heart of it for me. If a store manager can open a segment and see both the customer history and what customers wrote after a visit, they will act on it.
- Hamza Akhtar NoneRight, so that gives us the order. First the CRM, because everything else hangs off the customer record. Second the helpdesk, where customer service tickets sit. Third the store feedback source. Fourth the e-commerce side. Does that fit, or would you swap any?
- Karin Sjöberg NoneI would perhaps want to think about e-commerce earlier. But I am not sure. Linnea, what would be easier to get access to?
- Linnea Holm NoneThe CRM and the helpdesk are mine or close to mine, so access is quick. E-commerce sits with a colleague in the digital team, and they are in a launch period. I would say let us not start there, it could stall.
- Karin Sjöberg NoneThen we keep the order. We can come back to e-commerce when the launch is over. I would rather finish well than rush.
- Hamza Akhtar NoneFine by me. I'll write it down as agreed and we can revisit. Now, ownership. For each connector I want one named person on your side who can answer questions and approve access. Linnea, would that be you for the CRM and helpdesk?
- Linnea Holm NoneYes, both, and I can be the admin for the brain as well, if that is what you need. Though I would like a second admin eventually, so it is not only me.
- Hamza Akhtar NoneSensible, and I'd actively encourage that. If you're ever on leave or move on, you don't want the whole thing resting on one person. Let's name a second admin in the next couple of weeks. Karin, for the feedback source, who's the right person?
- Karin Sjöberg NoneThat is within my team. I will own it myself at first, and then a colleague who runs the store survey can support. I will check with her first, I do not want to decide for her.
- Hamza Akhtar NoneOf course. Then, single sign-on. As you're on Enterprise you've got SSO and SCIM, so the logins and the user lists can come from your identity provider rather than us creating accounts by hand. That needs someone in IT. Do you know who?
- Linnea Holm NoneA colleague in IT looks after that. I will ask them to join the next session, there are always security questions, and it is better they hear it directly from you.
- Hamza Akhtar NoneGreat, that saves a lot of emails. Then the rollout to users. My suggestion is a small first group, say the insight team and a few store-facing people, we train them, collect what's confusing, then widen. Karin, how does that feel?
- Karin Sjöberg NoneIt feels right. Perhaps two or three store managers, so we hear from the stores early. They will tell us honestly if it is useful or if it is just another system.
- Linnea Holm NoneAnd we need to explain what questions they can ask. People always ask what it is for. If they see two or three examples from their own store, it lands.
- Hamza Akhtar NoneThat's a good point, and we'll build those examples from your data once the first connector is loaded. So it won't be generic demo content. Right, I think that's a good plan. Shall I recap who does what?
- Karin Sjöberg NonePlease do. It helps me, and then I can share it with the others.
- Hamza Akhtar NoneSo: I send a written onboarding plan with the connector order and owners. Linnea gives me access to the CRM and the helpdesk, and tells me where the duplicates come from. Linnea also brings the colleague from IT to the next session. Karin speaks to her colleague about the store feedback and picks the store managers for the first group. E-commerce waits until after the launch. Did I miss anything?
- Linnea Holm NoneThe second admin. I will think about who.
- Hamza Akhtar NoneYes, thanks, second admin, in a couple of weeks. And I'll put a short check-in in the diary for next week so we can see how the first load looks.
- Karin Sjöberg NoneThat is good. Thank you, Hamza. I feel this is a calm start, and that is what I wanted.
- Hamza Akhtar NoneBrilliant. Thanks both, enjoy the rest of your day. Speak next week.
- Linnea Holm NoneThanks, bye.
- Karin Sjöberg NoneHej då, and thank you.
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