Lindqvarn Retail / BG-Demo – QBR
Callcompleted
Lindqvarn Retail · 20 May 2026 12:15
Mats Eklund asked what the return is on low forties active users. He wants renewal terms in writing before any discussion and both user-count options. Usage has steadied and sources are healthy.
What was said
What this says
As at Fri 9 Oct 2026Mats Eklund asked what the return is on low forties active users. He wants renewal terms in writing before any discussion and both user-count options. Usage has steadied and sources are healthy.
What happened: In the 20 May 2026 QBR, Marcus Bell showed active users in the low forties of 160 licensed. Questions asked are steady and a bit higher than the same time last year.
Customer view: Karin says customer service now sees a customer across web shop and store feedback in one place. She would not give an unsupported time saving, and Mats said he prefers no number to a wrong number.
Commercial: The term ends on 31 May 2026 and the contracted annual value is £103k, matching invoices paid on time. Mats will agree nothing on a call and wants Tom Ashdown's terms in writing, on one page.
Watch: Karin ties the 160-user figure to whether the stores come in. Mats asked for both versions.
Themes
As at Fri 9 Oct 2026Theme
Return on usage, renewal terms
Importance
renewal
Sentiment
mixed
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 to send the store page by Friday and the most common questions list.
- Tom Ashdown to write to Mats Eklund with the renewal terms.
- Karin Sjöberg to send the regional trial result and prepare both user-count versions with Linnea Holm and Marcus.
Risks
As at Fri 9 Oct 2026- The finance director questions the return on low forties active users against 160 licensed.
- Store adoption is unproven and the user count may be cut at renewal if the stores do not come in.
- Renewal terms are not yet in writing and Mats will not agree anything on a call.
Opportunities
As at Fri 9 Oct 2026- A value case built from customer service examples of what each question replaced.
- If the regional trial works, the stores justify the full 160 users.
Transcript
Marcus BellHello everyone. Karin, Mats, Linnea, can you all hear me? I'm just waiting for the recording to start.
Karin SjöbergHello Marcus. Yes, I hear you. How is everybody? Mats, you are there?
Mats EklundI am here. I have the agenda you sent. Usage, value, tickets, renewal. Is that correct?- Marcus BellThat's exactly right, Mats. Thanks for confirming. Linnea, are you with us?
Linnea HolmHi, yes, sorry, I was finishing a meeting. I'm here now. Hello all.- Marcus BellNo problem at all. Right, I'll share my screen and say what I want to cover. It's the quarterly review, so I'll start with how the brain has been used, then what it's been used for, then tickets, and we'll leave time at the end for the renewal next month. Okay?
- Mats EklundYes. Please begin.
- Marcus BellSo, this is the usage view. You're licensed for one hundred and sixty users on Enterprise. Over the last thirty days the average active users are in the low forties. That's only slightly down on the quarter before, a few per cent. Karin and I talked about this earlier this month when it was a bit lower, so it has steadied.
- Mats EklundLow forties out of one hundred and sixty. What is the return on that?
- Marcus BellFair question, and I'd like to answer it with what people are actually doing, not only a headcount. Can I show you the questions asked?
- Mats EklundPlease.
- Marcus BellThis chart is the questions per month. It's the best single measure of value we have. It's steady and a bit higher than the same time last year, and it's coming from customer service and e-commerce mainly. A smaller share from the stores.
- Karin SjöbergMaybe I can say something here. The customer service team now use it to see a customer across the web shop and the store feedback in one place. Before, they would ask three people. This is the main use.
- Mats EklundThree people. How much time is this?
- Karin SjöbergI do not have an exact figure, Mats. I can say it is a matter of hours each week for each team, not minutes. I would not like to give you a number I cannot defend.
- Mats EklundGood. I prefer no number to a wrong number.
- Marcus BellAnd that's something we can firm up. If it's useful, I can pull together which questions are asked most often, and Karin's team could say what each would have cost them before. Then you've got a value case with their words on it.
- Karin SjöbergI think this is a good way. We should anchor it in the real examples. Let us think about it together, Linnea also.
- Linnea HolmYes, I can help with that. I see the questions from the CRM side as well, so I know which ones come back every week.
- Marcus BellGreat, thanks Linnea. Let me go on to the sources. Linnea, you're the admin, so shout if I get something wrong. Connectors configured have stayed where they were, nothing dropped out, and records indexed are still rising week on week, so the data isn't going stale.
- Linnea HolmThat matches what I see. We did change a field in the CRM a few weeks ago, and I was a bit worried it would break the connector. It carried on fine.
- Marcus BellYes, I saw that. Records indexed kept moving, so it was fine. Good thing you flagged it beforehand though, that's exactly what we'd want.
- Mats EklundAnd the stores? The point of buying was a view of each customer segment. Is this done?
- Karin SjöbergPartly, Mats. I will be honest. The segments are joined and the view exists. The store managers use it less than I wanted. They say they have no time. We are trying to put the answers inside the weekly note they already read.
- Mats EklundAnd will this work?
- Karin SjöbergI think so, but I cannot say yet. I spoke to the commercial team and they are open. We will try it with a few regions first, then decide.
- Mats EklundSend me the result when you have it. Not before.
- Karin SjöbergYes. Of course.
- Marcus BellI've drafted a simple store page to go with that. Short, a few lines per segment and a freshness stamp so they can see when it last updated. I'll share it with you and Karin by Friday, if that works.
- Karin SjöbergThat works, thank you.
- Marcus BellOkay, tickets. One in the last thirty days, nothing high priority. It was a how-to from Linnea about permissions on a shared page, answered the same day. So a quiet month.
- Linnea HolmYes, that was me. Quick answer, no issue.
- Mats EklundEarlier this year there was a problem. A morning refresh. Karin mentioned it.
- Marcus BellThat's right, one source didn't refresh one morning. It was picked up inside the Enterprise response time and fixed. Nothing like it since in the last month. On Enterprise, freshness is also covered, so had it become a pattern, there'd have been a conversation about service credits. It hasn't.
- Mats EklundGood. I note it.
- Marcus BellWhich brings us to the renewal. Your current term runs to 31 May 2026 and the next would start on 1 Jun 2026. Contracted annual value is one hundred and three thousand pounds, which matches the invoices, all paid on time. There's nothing outstanding on our side.
- Mats EklundAnd next year?
- Marcus BellRight. The commercial terms for the new term are with Tom Ashdown, your account owner. I don't want to guess at them on a call and get it wrong. I'll ask Tom to write to you, Mats, with the renewal terms in writing so you can check them against your plan.
- Mats EklundYes. Send me the numbers first. I do not agree anything on a call. I will read, and then we speak.
- Marcus BellCompletely understood. That's how I'd want it too.
- Karin SjöbergMats, if I may. I think we should decide about the number of users together with the store plan. If the stores come in, one hundred and sixty is right. If they do not, we should ask ourselves honestly.
- Mats EklundAgreed. This is a fair way to look at it. Bring me both versions.
- Karin SjöbergYes. I will prepare them with Linnea and Marcus.
- Marcus BellHappy to. Let me play back what I've got, then. I send the store page by Friday. I send the who's-asking-what list and the most common questions, so Karin and Linnea can add what they replaced. Tom writes to Mats with the renewal terms. And Karin sends the result of the regional trial when it's there.
- Mats EklundThat is correct. One more thing. Please keep the numbers short. One page.
- Marcus BellOne page. Noted, Mats.
- Linnea HolmNothing more from me. Thanks Marcus.
- Karin SjöbergThank you everyone. A good review. Vänliga hälsningar to you all.
- Marcus BellThanks all, speak soon. Bye for now.
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