Lindqvarn Retail / BG-Demo – QBR
Callcompleted
Lindqvarn Retail · 17 Nov 2025 15:15
Lindqvarn Retail's QBR on 17 Nov 2025 showed adoption well ahead of the prior quarter and a clean ticket record. CFO Mats Eklund asked for the return in numbers before the 1 Jun 2026 renewal and will not decide on a call.
What was said
What this says
As at Fri 9 Oct 2026Lindqvarn Retail's QBR on 17 Nov 2025 showed adoption well ahead of the prior quarter and a clean ticket record. CFO Mats Eklund asked for the return in numbers before the 1 Jun 2026 renewal and will not decide on a call.
What happened: Marcus Bell showed close to forty active users a day against 150 licensed, more than doubled on the previous quarter. Questions are spread across customer service, e-commerce and stores, with no tickets in the last thirty days.
Customer view: Karin Sjöberg named same-day answers for customer service and store managers changing desk staffing. Mats Eklund asked what the return is and wanted hours saved or sales to set against the licence.
Commercial: Tom Ashdown confirmed the term runs to 31 May 2026 with renewal on 1 Jun 2026 and gave the current annual figure of £99k. He promised the renewal figure in writing; Mats wants the numbers first and checks them against the store investment plan.
Watch: The value case is the gap. Karin also wants more stores brought in during the winter, which is Enterprise headroom.
Themes
As at Fri 9 Oct 2026Theme
Enterprise QBR and renewal planning
Importance
renewal
Sentiment
positive
Voice
decision-maker
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Marcus Bell sends the usage summary and questions by team over the next few weeks.
- Karin Sjöberg and Linnea Holm list the manual reports that stopped.
- Tom Ashdown writes to Mats Eklund with the renewal figure in good time before 1 Jun 2026.
Risks
As at Fri 9 Oct 2026- The Chief Financial Officer wants the return in numbers against the licence and does not decide on a call.
- Value so far rests on anecdotes: same-day reports and a few stores changing desk staffing.
Opportunities
As at Fri 9 Oct 2026- About forty active users a day against 150 licensed leaves headroom, and Karin wants more stores brought in during the winter.
- A before and after of manual reports that stopped could give Mats the case he asked for.
Transcript
Marcus BellHello, can everyone hear me alright? I can see Karin and Tom. I'll give it a minute for Linnea and Mats.
Karin SjöbergYes, we hear you well. Good afternoon, Marcus, Tom. How is everyone? Linnea is just finding the link, I think. Mats has another meeting that is running over, so he will join a little late.
Tom AshdownAfternoon, Karin. Good, thanks. Bit grey down here, typical Monday. How's your week looking, busy?- Karin SjöbergBusy, yes, but in a good way. The stores are planning for the winter season, so everybody wants numbers.
Linnea HolmSorry, sorry, I'm here. The link opened in the wrong browser. Hello, all.- Marcus BellNo problem at all, Linnea. Right, I'll share my screen and say what I want to cover, and then we can go where you want. Can you see it? The usage page?
- Karin SjöbergYes, we see it.
- Marcus BellGood. So this is the quarterly review. I've pulled the numbers, and I want to do four things. Usage, what people are actually asking the brain, the health of the connectors, and then a short word on the renewal next year, because Tom is here and it's better we plan it early than late. Does that work?
- Karin SjöbergThat works. Let us start with usage. Mats will probably arrive when you reach the part about value.
- Marcus BellPerfect. So, active users. You have a hundred and fifty licensed, and over the last thirty days the average is sitting close to forty a day. Compared with the previous quarter, that has more than doubled. Honestly it's one of the steeper curves I've seen on an Enterprise account in the first year.
- Tom AshdownThat's cracking, that. No drama on the adoption side, then.
- Karin SjöbergI am happy to hear it. I think the change came when the store managers started to use the customer segment pages. Before that it was mostly my team and e-commerce.
- Linnea HolmYes, and customer service started asking questions directly instead of sending me requests for exports. That saved me a lot of time, to be honest.
- Marcus BellThat shows in the data, Linnea. If I look at who is asking questions, it's spread out now. It's not one person carrying it, which is what I like to see. Karin is still the biggest single user, as you'd expect, but there are a good number of people asking regularly across customer service, e-commerce and the stores.
- Karin SjöbergThat is important for me. We should anchor this in the stores, not in my team only. What do the stores say, is the question I always ask.
- Marcus BellMm, right. And that's a good link to the second part. Let me show you the kind of questions. The most common ones are about returns by product category, complaints by region, and then comparing what people say in store feedback with what they say in the web chat.
- Karin SjöbergYes, that comparison is exactly why we bought it. One view of each customer segment. Before, the feedback from stores lived in one place and the web in another, and nobody joined them.
- Linnea HolmCan I ask something about the connectors? I changed a field mapping in the CRM two weeks ago, and I was worried it would break something.
- Marcus BellGood question, and I did check. Let me scroll down. All the sources you started with are loading, the nightly refresh is landing before the morning on business days, and the records indexed keep climbing. So nothing broke. If you change a system again, though, just drop me a line first and I'll watch it.
- Linnea HolmOkay, good. I will tell you before next time. I should have done it this time.
- Marcus BellHappy to jump on a call whenever. And on tickets, there's nothing to report. None in the last thirty days, nothing open. Which for a quarter with this much growth is a very clean picture.
- Tom AshdownAnd invoices are all up to date as well, I had a look this morning. So from our side it's a really tidy account.
Mats EklundGood afternoon. Apologies, I was late. Have I missed the numbers?- Karin SjöbergHello, Mats. Not at all. Marcus has just shown the usage, and we are about to talk about the value.
- Marcus BellHello, Mats. Thanks for joining. I'll go back one slide so you have the headline. Close to forty active users a day, against a hundred and fifty licensed. That has more than doubled since the quarter before, no tickets, invoices all paid.
- Mats EklundGood. That is the usage. What is the return?
- Karin SjöbergMay I answer that, Mats? There are two things I can already point at. The first is time. Customer service used to wait days for a report on repeat complaints, and now they ask and have an answer the same day. The second is that the store managers received a view of their own customers for the first time, and some of them changed how they staff the service desk.
- Mats EklundChanged how, exactly?
- Karin SjöbergA few stores moved people to the desk on the days when the brain showed most questions about deliveries. It is small, I admit. But it is real, and the managers did it themselves.
- Mats EklundI see. I would like that in numbers next time. Hours saved, or sales. Something I can put against the licence.
- Marcus BellFair, and I can help with that. I can pull the number of questions by team and by month, and Karin and Linnea can tell me which ones replaced a manual report. Then we have a proper before and after. I wouldn't want to guess the hours without you confirming them.
- Karin SjöbergYes. Let us think about it together, Linnea and I. We can list the reports that stopped.
- Linnea HolmThere are at least a handful. I can write them down this week.
- Tom AshdownCan I come in on the contract bit, Marcus, while Mats is here?
- Marcus BellPlease, Tom.
- Tom AshdownThanks. So, Mats, you'll know this better than me, but the subscription started on 1 Jun 2025 and the current term runs to 31 May 2026, with the renewal on 1 Jun 2026. I'm not here to put anything on the table today. I just want us to have a lot of runway, so nobody is rushing in the spring.
- Mats EklundAnd next year? What will the cost be?
- Tom AshdownRight, so I'm not going to quote you from memory, because I'd want to confirm it properly before I say a figure. What I can say is that the current annual figure is £99,000, and I'll come back to you in writing with what the renewal looks like, so you can set it against your plan.
- Mats EklundSend me the numbers first. Then I can check them against the store investment plan and the e-commerce budget. I do not decide on a call.
- Tom AshdownCompletely fair. Leave that with me. Marcus will have the usage side ready too, so you get both together.
- Marcus BellYes, shall we say I put the usage summary and the before and after together over the next few weeks? Then Tom has something to attach when he writes.
- Mats EklundThat is acceptable.
- Karin SjöbergOne more thing from me, if there is time. We have many licences that are not used yet. A hundred and fifty, and forty active. I would like to bring more of the stores in during the winter. Is there anything you recommend, Marcus?
- Marcus BellYes, I'd do it in waves rather than all at once. Pick a group of stores that already ask for reports, give them a short walkthrough, and have one person in each store who can answer the first questions. I'm happy to run a training session for them. It's thirty minutes, nothing heavy.
- Karin SjöbergThat sounds sensible. We should anchor it with the regional managers first. I will ask them which stores want to go first.
- Linnea HolmAnd I'll make sure the new people have the right access before the session, so nobody waits.
- Marcus BellBrilliant. So, to recap. I'll send the usage summary and the questions by team. Karin and Linnea will list the manual reports that stopped. Karin will speak to the regional managers about the next stores. And Tom will write to Mats about the renewal in good time. Did I miss anything?
- Mats EklundNo. Thank you. That was clear.
- Tom AshdownCheers, everyone. Good to see such a healthy account. Speak soon.
- Karin SjöbergThank you, all. Have a good evening.
- Marcus BellThanks, everyone. Bye for now.
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