Lindqvarn Retail / BB-Demo – Check In
Callcompleted
Lindqvarn Retail · 2026-09-01 11:15
Active users fell from the mid-forties to the mid-twenties, with customer service the biggest fall. Karin Sjöberg does not yet know why, and a high-priority ticket worries her. The 1 Jun 2027 renewal conversation is now harder.
What was said
What this says
Current to 13 Oct 26Active users fell from the mid-forties to the mid-twenties, with customer service the biggest fall. Karin Sjöberg does not yet know why, and a high-priority ticket worries her. The 1 Jun 2027 renewal conversation is now harder.
What happened: Marcus Bell opened with the numbers. Active users over thirty days average in the mid-twenties, down by well over a third on the previous quarter.
Customer view: Karin had already seen the drop and had no firm explanation. Customer service, her most enthusiastic group, fell most, and she wants to hear from them before guessing.
Commercial: Contract runs to 31 May 2027 with renewal on 1 Jun 2027. Karin accepts she faces a difficult conversation with leadership if usage stays at half the level, and asked to understand it before involving Tom.
Watch: Three tickets in thirty days, one high priority. Connectors and nightly refresh are reported as loading, but Marcus has not yet checked record counts week by week.
Themes
Current to 9 Oct 26Theme
Usage drop, renewal exposure
Importance
renewal
Sentiment
mixed
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Marcus Bell to send Karin the summary of all three tickets and the weekly connector record counts.
- Karin to speak to the customer service lead and several e-commerce people and email her notes before the next call.
- Marcus and Karin to meet again in a couple of weeks and decide on the refresher.
Risks
Current to 9 Oct 26- Active users fell by well over a third, led by the customer service group, so value will be hard to show at renewal.
- A high-priority ticket this month could be linked to the drop, and the cause is not yet known.
- Record counts have not yet been checked for flat connectors, so stale data is not ruled out.
Opportunities
Current to 9 Oct 26- A 30-minute refresher for the customer service group could win back its heaviest users.
- Reviewing saved questions with the team may restore answer quality and show concrete cases of value.
Transcript
Marcus Bell NoneHello Karin. Can you hear me okay? I think my mic was muted for a second.
Karin Sjöberg NoneHello Marcus, yes, I can hear you now. Good morning. How are you? I hope the week is not too heavy.- Marcus Bell NoneIt's Tuesday, so it's still got a bit of the Monday in it. Can't complain. September's arrived all of a sudden, hasn't it? How are things there?
- Karin Sjöberg NoneCooler already, in the mornings. And everyone is back at work, so it is busy again. Maybe a bit too busy, honestly.
- Marcus Bell NoneRight. Well, thanks for making the time. I'll share my screen, bear with me. Okay, you should see the usage summary now.
- Karin Sjöberg NoneYes, I see it.
- Marcus Bell NoneSo what I wanted to do today is go through the usage, because there's a change I want to be straight with you about, then the tickets from the last month, and then work out together what we do about it. I've pulled the numbers, and I'd rather show you than describe them.
- Karin Sjöberg NoneYes. I saw the dashboard too, last week. I think I know what you will say.
- Marcus Bell NoneOkay. Then I'll just say it plainly. Active users over the last thirty days are averaging in the mid-twenties. That's down by well over a third compared with the previous quarter. Last time we spoke it was the mid-forties and heading the right way.
- Karin Sjöberg NoneYes. Mm. It is a large drop. I did not want to bring it up before you did, but I noticed. I was thinking about it for a few days.
- Marcus Bell NoneThanks for saying that. I'm not here to point fingers, I just want to understand it. Do you have a feeling for what's happened? Even a guess is useful.
- Karin Sjöberg NoneNot a firm one. I have some ideas, but I am not sure which is right. Some people were away in the summer, of course, but that does not explain all of it. And I do not want to blame anyone, I would rather understand first.
- Marcus Bell NoneThat's fair. Can I show you where the drop sits? Give me a second to switch the view. It's by team.
- Marcus Bell NoneOkay. So the biggest fall is in customer service, which was your heaviest group. E-commerce has dipped a little. And the insight team, so you and your colleagues, is about where it was.
- Karin Sjöberg NoneHm. Customer service. That is the group I would least expect. They were the ones who really liked it.
- Marcus Bell NoneRight, and that's why it caught my eye. When your most enthusiastic users go quiet it's usually one of a few things. Either they've moved to a different way of working, or something stopped giving them good answers, or there's been a change in the team. Does any of those ring a bell?
- Karin Sjöberg NoneLet me think. I do not want to say something wrong. I need to ask the customer service lead. We should anchor this in what they actually say, not in my guess.
- Marcus Bell NoneYes, I think that's the right call. Could you speak to them this week or next? Even fifteen minutes. What I'd ask is, when did you last use it, what did you use it for, and what made you stop. Open questions, no wrong answer.
- Karin Sjöberg NoneYes, I can do that. And I will ask a few of the e-commerce people also. What do the stores say? I will ask them as well, but I think the stores were never using it much.
- Marcus Bell NoneYeah. That one's an older gap, we talked about it in the summer. Let's park it for now and fix the bigger thing first.
- Karin Sjöberg NoneAgreed.
- Marcus Bell NoneNext, tickets. You've had three in the last thirty days, and one of them was marked high priority. I want to go through those with you, because it's the first time in a while you've had that, and I want to be sure it's not connected.
- Karin Sjöberg NoneYes. I remember that one. I think I raised it, or I was copied. It worried me a bit.
- Marcus Bell NoneUnderstood. What I can do, and I will do it today, is send you a short summary of all three, with what was reported, what we did and when. That way you can see it for yourself and check it against what your team remembers. I don't want to gloss over it.
- Karin Sjöberg NoneThank you. That would help. If the answers were wrong or slow for a day or two, that could be a reason people stopped. I do not know. But it is something to look at.
- Marcus Bell NoneIt could be, yes. Though I'll be careful, I don't want to say it's the cause until we've checked. What I can tell you now is the connectors are loading and the nightly refresh has been completing. But I'll look at the record counts week by week and see whether anything went flat in the last couple of months.
- Karin Sjöberg NonePlease. If there is a technical reason I would prefer to know, and then we can tell the team.
- Marcus Bell NoneOf course. And if something does turn up I'll take it to engineering straight away. I can't give you a date for any fix before I know what it is, but you'll hear from me quickly either way.
- Karin Sjöberg NoneThat is fine. I prefer the honest answer.
- Marcus Bell NoneGood. Now, a slightly different thing, and tell me if it's too early. Your contract runs to 31 May 2027, renewing on 1 June 2027. I'm not raising it to push anything. It's just that I know when the renewal comes round, your leadership is going to ask what the brain is worth, and a drop like this makes that harder to answer.
- Karin Sjöberg NoneYes. I have been thinking the same, to be honest. If usage is half what it was, then I have a difficult conversation. Not because I do not believe in it, I do. But the numbers are the numbers.
- Marcus Bell NoneWhich is why I'd rather deal with it now than in the spring. Is it okay if I note that we should look at the shape of the contract with Tom at some point? Not today, not as a price discussion. Just so he's aware and you have someone on our side thinking about it.
- Karin Sjöberg NoneYes, please, but let us first understand the usage. Let us think about it together before we involve more people. I would not like it to become big before we know what it is.
- Marcus Bell NoneThat's reasonable. Okay, I'll hold back until you've spoken to the team. So, what would a good outcome look like to you, by say the end of the month?
- Karin Sjöberg NoneThat I know why they stopped. And that I have a plan to bring at least the customer service group back, with something concrete. Maybe a short refresher for them. They may have forgotten some of the things you showed in the beginning.
- Marcus Bell NoneI'd be glad to do a refresher. Happy to jump on a call with the whole group, thirty minutes, show the questions that worked best for other teams, and let them bring their own. We could also look at which saved questions they used before and whether they're still returning good answers.
- Karin Sjöberg NoneThat would be good. Maybe after I have talked to the lead, so that we know what to focus on.
- Marcus Bell NoneYes, makes sense. So let me recap what I've got. I send you the ticket summary today, plus the weekly record counts for the connectors once I've looked. You speak to the customer service lead and a few people in e-commerce and write down what they say. And then we get together again in a couple of weeks and decide on the refresher. Does that sound right?
- Karin Sjöberg NoneYes, that is right. I will send you my notes by email before the call, so you can read them first.
- Marcus Bell NonePerfect. Anything else on your mind? Anything about the brain you'd change, or that's been frustrating?
- Karin Sjöberg NoneNot at this moment. I think we have what we need. Thank you for being direct about the numbers, Marcus. It is easier when we say it openly.
- Marcus Bell NoneOf course. We'll get to the bottom of it. Speak soon, Karin. Thanks.
- Karin Sjöberg NoneVänliga hälsningar, Marcus. Goodbye.
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