Lindqvarn Retail / BB-Demo – Onboarding
Callcompleted
Lindqvarn Retail · 2025-07-10 09:15
First onboarding call on 10 Jul 2025. Karin Sjöberg anchored the work on one view of each customer segment. Connector order agreed; IT approval, personal data in helpdesk text and single sign-on need action before data loads.
What was said
What this says
Current to 14 Oct 26First onboarding call on 10 Jul 2025. Karin Sjöberg anchored the work on one view of each customer segment. Connector order agreed; IT approval, personal data in helpdesk text and single sign-on need action before data loads.
What happened: Hamza Akhtar confirmed the brain is installed, the security review is closed and roles are set. Sources were ordered CRM, helpdesk, e-commerce reviews, then store feedback.
Customer view: Karin wants every connector to serve the segment view, and prefers an honest timeline over a rushed one. Linnea Holm worried about merges she cannot undo and was reassured that the brain only reads.
Commercial: Karin said they have 150 licensed users, with only the insight team using it at the start. Wider roll-out through store managers is the adoption path, and single sign-on is wanted before more people log in.
Watch: IT approval for the read-only service user is estimated at two or three working days. Karin flagged personal data in helpdesk free text, and regional spreadsheet uploads are a risk.
Themes
Current to 9 Oct 26Theme
Onboarding sources and access
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 the notes, the object and field list and the single sign-on settings.
- Linnea Holm to raise the service user with IT, make the field sheet and set up the shared folder.
- Karin Sjöberg to speak to the head of IT and the regional managers.
Risks
Current to 9 Oct 26- IT approval of the read-only service user could slow the first data load.
- Personal data in helpdesk free text needs a keep, mask or leave out decision before history is loaded.
- Regional store feedback spreadsheets may not follow the shared template.
Opportunities
Current to 9 Oct 26- Growing use beyond the insight team towards the 150 licensed users through store managers and service leads.
- Single sign-on set up early supports wider roll-out.
Transcript
Hamza Akhtar NoneMorning both. Can you hear me all right?
Karin Sjöberg NoneGood morning, Hamza. Yes, very clearly. How are you both today? I hope the week has been kind to you.
Linnea Holm NoneMorning. I'm fine, a bit tired. We had a change on the store systems last night so it was a late one.- Hamza Akhtar NoneAh, I hope it went smoothly. Does it touch any of the sources we're connecting today?
- Linnea Holm NoneNot directly, I think. It was the till reporting, not the CRM. I'll check, though, because it may feed store feedback later.
- Karin Sjöberg NoneLet us think about it together, then. Perhaps we park it and see how the agenda goes.
- Hamza Akhtar NoneSounds right. So, what I'd like to cover: where the environment stands, which sources go first, who owns what on your side, and what the next few weeks look like. I'll write it up and send it after. Does that work for you?
- Karin Sjöberg NoneYes. And I would like us to anchor this on the goal, one view of each customer segment, so we do not connect things only because we can.
- Hamza Akhtar NoneAgreed, that's a good test for every connector. Okay, status first. The brain is installed in your Snowflake account, the security review is closed and the roles are in place. Linnea, you're set up as the admin and Karin has the owner view.
- Linnea Holm NoneYes, I logged in on Monday. I could see the empty workspace and the admin settings. I wasn't sure what I should touch, so I touched nothing.
- Hamza Akhtar NonePerfect, that's the right instinct. Today we'll change that a bit. First question, and it's mainly for you, Karin: which source gives you the most value fastest?
- Karin Sjöberg NoneI think customer service tickets, honestly. The agents already know the customers there. But the e-commerce reviews and the store feedback forms are where the segment view comes from. What do the stores say? They say they never see the online side.
- Hamza Akhtar NoneRight. So the order I'd suggest is the CRM first, because it gives the customer identity that everything else hangs from. Then the helpdesk, then the e-commerce reviews, then store feedback last, since that's the messiest.
- Linnea Holm NoneThat makes sense to me. The CRM is the cleanest. We do have duplicates, though. Customers who bought online and in store are sometimes two records.
- Hamza Akhtar NoneThat's very common. The brain brings them in as they are. We match on email and loyalty identifier and flag the rest for you to review, rather than merging anything automatically.
- Linnea Holm NoneGood, because I don't want something merged that I can't undo.
- Hamza Akhtar NoneNothing is merged in your CRM at all. The brain only reads. Whatever it reconciles lives in your Snowflake tables.
- Karin Sjöberg NoneThat is important for the stores too. They will trust it more if they know it does not change the CRM.
- Hamza Akhtar NoneExactly. Now, access. For the CRM I need a read-only service user with the objects we agreed in the scoping notes. Linnea, can you create that, or does it go through IT?
- Linnea Holm NoneI can create it, but IT has to approve the integration. I'd say it's two or three working days if I ask today.
- Hamza Akhtar NoneFine. I'll send you the exact list of objects and fields so the request is specific. Less back and forth with IT that way.
- Linnea Holm NonePlease. They always ask why we need all of it and then it takes a week.
- Karin Sjöberg NoneIf it helps, I can speak to the head of IT about it. It is better that the request comes with the business reason.
- Hamza Akhtar NoneThat would help, thanks Karin. Next, the helpdesk. Who administers it on your side?
- Linnea Holm NoneThat's customer service operations, not me. A colleague in that team. I can introduce you.
- Hamza Akhtar NonePlease do. Same pattern: read-only, and we'd like a couple of years of history if the retention allows it, so the brain has something to work with from day one.
- Karin Sjöberg NoneHmm, the history. Let us think about whether that includes personal data in the free text. I would like us to be careful, especially with our Swedish and Norwegian customers.
- Hamza Akhtar NoneGood flag. The security review covered how personal data is handled and we can mask fields at load, but I'd rather you decide which fields in advance. Linnea, could you and your helpdesk colleague mark them up?
- Linnea Holm NoneYes. I'll make a short sheet. Keep, mask, leave out.
- Hamza Akhtar NoneThat's exactly the sheet. Now e-commerce reviews and store feedback. How do those land today?
- Karin Sjöberg NoneReviews come through the web shop platform, exported weekly to the insight team. The store feedback is, well, a survey tool and a lot of spreadsheets, to be honest. Each region does it a little differently.
- Hamza Akhtar NoneOkay. I wouldn't try to fix that on day one. We take the survey tool, and for the spreadsheets we agree one drop folder and a template, and the regions upload there.
- Linnea Holm NoneA shared folder I can do. Whether the regions will use the template, that's another question.
- Karin Sjöberg NoneThat one I should own. I will put it on the regional managers' agenda. We should anchor it properly, not just send an email.
- Hamza Akhtar NoneGood. Let me share my screen and show you the admin area, because you'll live in it. Can you see it?
- Linnea Holm NoneYes, I see the connector list. It's empty, of course.
- Hamza Akhtar NoneSo each connector has a status, a last successful load and a record count. When a source stops loading you see it here before anyone complains. That's the thing to glance at on a Monday morning.
- Linnea Holm NoneAnd if it goes red? Do I call you or raise a ticket?
- Hamza Akhtar NoneRaise a ticket, it gives you a proper trail and starts the response clock. If it's urgent, ring as well. Your tier has a quick first response, so use it.
- Karin Sjöberg NoneHamza, a question about users. We have 150 licensed users. At the start only the insight team will use it. How do we bring the others in without forcing it?
- Hamza Akhtar NoneSlowly, and through use cases. Start with the insight team and customer service leads, then pick a handful of store managers who are curious. When they bring something back to their stores, the others follow.
- Karin Sjöberg NoneYes. What do the stores say? I will ask the store managers, but I would like the first example to come from them, not from us.
- Hamza Akhtar NoneGood. Linnea, single sign-on. You mentioned your identity team wants to do it properly.
- Linnea Holm NoneThey do. They want it switched on before more than a few people log in, so there are no local passwords lying around.
- Hamza Akhtar NoneSensible. I'll send the settings they need with the notes, and they give us their metadata. We'll test with you and Karin first, before anyone else.
- Hamza Akhtar NoneRight, I've now created the shells for all four connectors, so they're waiting for credentials. Nothing is loading yet, which is as it should be.
- Linnea Holm NoneGood. So what's realistic for first data?
- Hamza Akhtar NoneIf IT approves the service user early next week, the CRM is a couple of days after that. Helpdesk the week after. Store feedback last. I'd say a few weeks to the full picture, but I'd rather be honest than promise a date today.
- Karin Sjöberg NoneWe prefer honest. Let us not rush it. I would rather the first view is right than early.
- Hamza Akhtar NoneAgreed. Let me recap the actions. I send the notes, the object and field list and the single sign-on settings. Linnea, you raise the service user with IT, make the field sheet and introduce me to the helpdesk colleague.
- Linnea Holm NoneAnd the shared folder. I'll set that up this week.
- Hamza Akhtar NoneYes, thanks. And Karin, the head of IT and the regional managers.
- Karin Sjöberg NoneYes, both. I will tell you how it goes. Let us think about it together again at the next session.
- Hamza Akhtar NoneLovely. Anything else before we stop? No? Then thanks both, speak soon.
- Linnea Holm NoneThanks Hamza, cheers. Bye.
- Karin Sjöberg NoneThank you, both. Have a good day. Vänliga hälsningar, Karin.
Callsmade from