Lindqvarn Retail / BG-Demo – Check In
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Lindqvarn Retail · 25 Jun 2026 13:00
Karin Sjöberg is content with support and data freshness, but fewer than half of 160 Enterprise licences are active and store managers barely use it. She needs store examples for her leadership before the 1 Jun 2027 renewal.
What was said
What this says
As at Fri 9 Oct 2026Karin Sjöberg is content with support and data freshness, but fewer than half of 160 Enterprise licences are active and store managers barely use it. She needs store examples for her leadership before the 1 Jun 2027 renewal.
What happened: Marcus Bell walked Karin through usage, two closed tickets and connector health. Active users were in the mid-forties against 160 licensed, up slightly on the previous quarter.
Customer view: Karin said the support was fine and customer service finds answers current each morning. Her concern is the store managers, who found it interesting but do not want another system to log in to.
Commercial: The contract runs to 31 May 2027 with renewal on 1 Jun 2027. Karin expects leadership to ask what they got for the money and wants store examples, not only customer service ones.
Watch: The on-site training day add-on was mentioned and goes through Tom, the account owner. Karin did not commit and will first consult the regional leads.
Themes
As at Fri 9 Oct 2026Theme
Store adoption and value story
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 to send Karin the usage breakdown by team.
- Karin to collect five or six questions from store managers via the regional leads and email them to Marcus.
- Book a 30-minute follow-up in early autumn to review what the stores came back with.
Risks
As at Fri 9 Oct 2026- Fewer than half of the 160 Enterprise licences are active in a normal month.
- Store managers see little reason to log in, leaving the one view of each customer segment incomplete.
- Leadership may question the value at the 1 Jun 2027 renewal without store examples.
Opportunities
As at Fri 9 Oct 2026- Saved questions or a one-click page built from store managers' own questions could widen adoption.
- The on-site training day add-on could suit the stores if the regional leads are open to it.
Transcript
Marcus BellHello Karin, can you hear me all right?
Karin SjöbergYes, I can hear you very well. Good afternoon, Marcus. How are you? How is your week going?- Marcus BellNot bad, thanks, busy but good. It's a bit grey and drizzly here in Manchester, so nothing unusual. What about you, how's Stockholm?
- Karin SjöbergSunny today, finally. And quiet. Many people are still on holiday after midsummer, so the office is half empty and I can actually think.
- Marcus BellThat sounds lovely. Right, I'll share my screen, give me a second. Okay, can you see the usage page?
- Karin SjöbergYes, I see it. The chart with the blue line.
- Marcus BellThat's the one. So what I want to cover today is quite simple. First the usage, I've pulled the numbers for the last quarter. Then the two tickets you've had. Then anything you want to raise, and a quick look ahead at the year. Does that work for you?
- Karin SjöbergThat works. I also have one question about the store managers, but we can come to it after.
- Marcus BellPerfect, we'll make room for it. So, usage. You have 160 licensed users on the Enterprise plan, and on average over the last thirty days around the mid-forties have been active. That's up on the previous quarter, a bit under ten percent more people coming in.
- Karin SjöbergMm. So it is growing, but slowly.
- Marcus BellSlowly, yeah. Steady, I'd say, not a spike. Which is honestly what you want to see, because spikes tend to fall back.
- Karin SjöbergYes. But I must be honest, we have 160 licences and fewer than half are used in a normal month. I think about that sometimes. What do you see in other customers? Is this normal?
- Marcus BellIt's fairly common, actually. A lot of companies buy for the whole group and then adoption starts with one or two teams and spreads. The question I'd ask is who's in the forty-odd, and who isn't. Hang on, let me scroll to the team view.
- Karin SjöbergOf course. Take your time.
- Marcus BellOkay. So the customer service group is the biggest share by a long way. Then e-commerce, then your insight team, which is you and a few others. And then the store side is quite thin. A handful of store managers, not many.
- Karin SjöbergYes, that is what I expected, and it is the thing I wanted to ask about. We should anchor this. The whole reason we bought the brain was one view of each customer segment, and the stores are where the feedback starts. If the store managers do not use it, we only have half a view.
- Marcus BellAgreed. That's the gap I'd focus on too. Can I ask, when you've shown it to store managers so far, what was the reaction?
- Karin SjöbergPolite. They said it is interesting. But they are very busy on the shop floor, and they do not want another system to log in to. Let us think about it together, because I do not want to push something that they will not use.
- Marcus BellThat makes sense. So one idea, and tell me if it's rubbish. Rather than asking them to come to the brain, we make it answer the questions they already have. Like, how are customers talking about delivery times for my region this month. Short, specific, something they'd ask a colleague anyway.
- Karin SjöbergThat is not rubbish. I like that. What do the stores say? is the question I always ask, so maybe we start by asking them what they would want to know.
- Marcus BellRight, yes. If you could collect maybe five or six of those questions from a few managers, I can help you turn them into saved questions or a simple page they can open in one click. Happy to jump on a call with a couple of them if that helps.
- Karin SjöbergYes, I think this would help. I will speak to the regional leads first. They know who is more open.
- Marcus BellGood. Before we move on, there's an on-site training day available as an add-on, if at some point you think it'd land better in person with the stores. No pressure, just so you know it exists. If you're interested that would go through Tom, your account owner, rather than me.
- Karin SjöbergOkay, noted. Let us see first what the regional leads say. I do not want to decide alone, and I do not want to rush.
- Marcus BellTotally fair. Right, tickets. You've had two in the last thirty days, neither was high priority, and both are closed. They were routine, nothing that points to a wider issue. Did anything annoy you about how they were handled?
- Karin SjöbergNo, nothing. The support was fine. Quick and polite. I think one was from a colleague in customer service who had a question about a search, and I was copied.
- Marcus BellGood. And on the connectors, everything is loading as it should, the nightly refresh has been completing, and I haven't seen anything flat in the records. So the data side looks healthy.
- Karin SjöbergThat is good to hear. I also have nothing to report there. The customer service team says the answers are current in the morning, which is what matters for them.
- Marcus BellGreat. One more housekeeping thing, accounts tell me there's nothing overdue on the invoice side, so no issues there either.
- Karin SjöbergYes, our finance team is very punctual. They would tell me if there was a problem.
- Marcus BellHa, I'm sure. And looking ahead, your contract runs to 31 May 2027, with renewal on 1 June 2027. That feels a long way off, but I'd like us to build a clear picture of the value the brain has given you well before then, so that conversation is easy rather than a scramble.
- Karin SjöbergYes, that is sensible. My leadership will ask what we got for the money, and I would like to have examples from the stores, not only from customer service. So the store question is also about that.
- Marcus BellExactly the link I was going to make. So let's treat the next few months as building that story. Usage by team, a few concrete cases where a store or service decision came from the brain.
- Karin SjöbergMm, yes. And maybe one case from the e-commerce team too, they have been asking more questions lately.
- Marcus BellI'll look for that in the question history. Okay, so to sum up. I'll send you the usage breakdown by team, in a short summary, so you can share it. You'll speak to the regional leads about the store questions. Then shall we book 30 minutes after the summer to look at what they came back with?
- Karin SjöbergYes, that works. Early autumn is better, the stores are back to normal then. I will send you the questions by email when I have them.
- Marcus BellBrilliant. Anything else you wanted to raise before we finish?
- Karin SjöbergNo, I think that is all. Thank you, Marcus, this was useful. It is good to talk it through instead of only reading a report.
- Marcus BellAny time. Enjoy the sunshine, and speak soon. Thanks, Karin.
- Karin SjöbergVänliga hälsningar, Marcus. Goodbye.
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