Lindqvarn Retail / BG-Demo – Check In
Callcompleted
Lindqvarn Retail · 20 Oct 2025 08:15
On 20 Oct 2025 Marcus Bell told Karin Sjöberg that active users had more than doubled. Karin wants concrete store examples to show her director and finance before the renewal on 1 Jun 2026.
What was said
What this says
As at Fri 9 Oct 2026On 20 Oct 2025 Marcus Bell told Karin Sjöberg that active users had more than doubled. Karin wants concrete store examples to show her director and finance before the renewal on 1 Jun 2026.
What happened: Marcus reviewed usage, two tickets and nightly refresh, then raised the renewal. Active users more than doubled on the quarter, driven by customer service and then e-commerce.
Customer view: Karin welcomed the usage but said her director and finance need examples of what stores did differently. She also wants the weekly store feedback forms connected.
Commercial: The contract runs to 31 May 2026 and renews on 1 Jun 2026. Marcus left pricing and terms to the account owner, Tom Ashdown, until the value examples exist.
Watch: A few people ask a large share of the questions, and Karin said her service team is not vocal about problems. The call does not show the renewal outcome.
Themes
As at Fri 9 Oct 2026Theme
Usage growth and renewal value
Importance
renewal
Sentiment
positive
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Marcus Bell sends Karin the list of users who have not logged in.
- Marcus checks the feedback form connector with Hamza Akhtar before promising a date.
- Karin gathers two or three store stories, and a 30 minute value review is booked before the end of the year.
Risks
As at Fri 9 Oct 2026- A few people ask a large share of the questions, which is a key-person risk.
- Karin's director and finance need concrete examples, not only usage numbers, before the renewal.
- The service team rarely reports problems, so stale data could go unnoticed.
Opportunities
As at Fri 9 Oct 2026- More store managers and unlogged accounts can be activated within the 150 licensed users.
- A standard SharePoint connector could bring in the weekly store feedback forms.
Transcript
Marcus BellMorning, Karin. Can you hear me okay?
Karin SjöbergGood morning, Marcus. Yes, I hear you well. How are you? How is the week going so far?- Marcus BellNot bad, thanks. Monday, so still waking up. It's been grey and wet here in Manchester all weekend. How about Stockholm?
- Karin SjöbergCold and clear this morning. The dark mornings have started, so it is a bit hard to get going. But I am fine, thank you.
- Marcus BellRight. I'll share my screen and say what I'd like to cover, if that suits. I've pulled the numbers for the last quarter, so I want to show you usage, then the two tickets you had recently, and then have a quick word about the renewal coming up next year. Should be done well inside the half hour. Can you see the usage page?
- Karin SjöbergYes, I can see it. Please go on.
- Marcus BellSo the headline is that the number of people using the brain has gone up a lot. Compared to the quarter before it's more than doubled on the active user count, and it's well ahead of where it was when you went live. Questions asked are climbing in the same way.
- Karin SjöbergThat is good to hear. I think the customer service team is the main reason. We invited them in stages, and then the e-commerce team came after the training with Hamza.
- Marcus BellThat matches what I see. If I split by team, service is the biggest group now, and e-commerce is second. One thing I'd flag, and it's just an observation, is that a few people are asking a large share of the questions. That's normal early on, but the more people who ask, the better.
- Karin SjöbergYes. We should anchor this with more of the store managers. What do the stores say? I have asked three of them to look at the page that Johan built, and I hope to have feedback next week.
- Marcus BellGreat. If it helps, I can pull a list of the people who have an account but haven't logged in. Linnea can use it to nudge them. You have 150 licensed users, so there's plenty of room, and it's all within what you've already contracted.
- Karin SjöbergYes, please. That would be useful. Let us think about it together with Linnea, because she knows who is still new.
- Marcus BellWill do. Next, tickets. You had two in the last month. One was a how to question about scheduling a saved search, answered the same day. The other was marked high priority, about a connector that was running behind, and that was picked up inside the Enterprise response time and is now green. Did that get sorted from your side as well?
- Karin SjöbergI believe so. Linnea told me it was solved and that the support engineer was very clear in what they did. I did not hear any more complaints from the service team.
- Marcus BellGood. If anything changes, let me know and I'll chase. One more piece. Nightly refresh has been completing before seven every business day this quarter, so data should have been fresh each morning. If anyone on your side sees something stale, it's worth flagging straight away.
- Karin SjöbergI will tell the team. They are not very vocal, so sometimes I only hear after some time.
- Marcus BellUnderstood. That's why I like to look at the numbers as well as the conversations. Now, the renewal. Your contract runs to 31 May 2026, and it renews on 1 Jun 2026. It's a long way off, so nothing to decide today. I just want to set expectations. I'll send the formal notice well ahead, and before that I'd like us to sit down and look at what value the stores and service teams have got out of it, so that you have something to take to your colleagues.
- Karin SjöbergYes, that is sensible. I would want my director and finance to see something concrete. Not only usage numbers, but examples. Something the stores did differently because of the insight.
- Marcus BellExactly what I was thinking. Examples from the returns work would be a good start. If you can collect two or three stories from the stores, I'll turn them into a one page summary with the numbers alongside.
- Karin SjöbergI can try. I will ask the store managers what they have changed. It may take a few weeks, I do not want to rush them.
- Marcus BellNo rush at all. Anything before the end of the year is plenty. And if the account owner, Tom Ashdown, needs to be in the loop on anything commercial, I'll bring him in. Pricing and the contract terms are his side, so I'll leave those to him.
- Karin SjöbergYes, of course. Perhaps that can come later, when we have the examples.
- Marcus BellAgreed. Is there anything else on your list? Any wishes for the brain, or anything frustrating?
- Karin SjöbergOne wish. We would like to bring in more of the store feedback forms, the ones that managers fill in each week. At the moment they are a spreadsheet. Is that something we could connect?
- Marcus BellProbably, depends where the spreadsheet lives. If it's in SharePoint or Google Workspace, that's a standard connector. Let me check with Hamza on the best way and come back to you. I won't promise a date until I've asked him.
- Karin SjöbergThat is fine. It is in SharePoint, I believe, but I will confirm with Linnea.
- Marcus BellPerfect. So to sum up. I send you the list of users who haven't logged in. I check the feedback form question with Hamza. You gather a few store stories, and we meet again before the end of the year to look at value. Shall we book thirty minutes for that, nearer the time?
- Karin SjöbergYes, that is good. Please send me a few options. Thank you for the clear overview, Marcus.
- Marcus BellMy pleasure. Thanks, Karin. Speak soon.
- Karin SjöbergVänliga hälsningar, and have a good week.
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