Lindqvarn Retail / BB-Demo – Onboarding
Callcompleted
Lindqvarn Retail: documents · 2025-06-10 10:30
Onboarding call for Lindqvarn Retail. The CRM connector is live and loading with duplicates as expected. Karin Sjöberg asked for matched and unmatched counts to be shown, and the helpdesk and pilot logins are the next actions.
What was said
What this says
Current to 11 Oct 26Onboarding call for Lindqvarn Retail. The CRM connector is live and loading with duplicates as expected. Karin Sjöberg asked for matched and unmatched counts to be shown, and the helpdesk and pilot logins are the next actions.
What happened: Hamza Akhtar showed the CRM connector as healthy with records indexed rising. Linnea Holm had removed three fields used by sales for personal notes, and the load was built to the trimmed list.
Customer view: Karin said that if stores are under-counted, store managers will not trust it. She asked for a matched number and an unmatched number so nobody is misled, and for answers to show where they came from.
Watch: Linnea asked whether renaming a CRM stage would break the connector. Hamza said a deleted field often would, and that flat records indexed is the sign. She agreed to tell him before changing anything.
Next: the helpdesk owner is still to be introduced and the pilot group is five named people.
Themes
Current to 9 Oct 26Theme
CRM connector live, matching
Importance
neutral
Sentiment
positive
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Hamza Akhtar to send the helpdesk checklist and set up pilot logins this week.
- Karin Sjöberg to introduce the customer service lead and send the pilot names.
- Linnea Holm to tell Hamza before any CRM change.
Risks
Current to 9 Oct 26- Under-counted stores could erode store managers' trust in the brain.
- A CRM field change made without notice could break the connector and leave records indexed flat.
- The helpdesk owner has not yet been introduced, so that connector depends on Karin Sjöberg's introduction.
Opportunities
Current to 9 Oct 26- Showing matched and unmatched counts openly can build credibility with store managers.
- A pilot of five users with a short session on asking good questions can seed wider adoption.
Transcript
Hamza Akhtar NoneMorning, Linnea, morning Karin. Sorry, I was a minute late, the last call ran over. Can you both hear me?
Linnea Holm NoneGood morning, Hamza. Yes, I hear you.
Karin Sjöberg NoneGood morning. I hear you too. How is your week?- Hamza Akhtar NoneBusy, but fine, thanks. Today's agenda is mostly the CRM connector and where we are with the helpdesk. Linnea, I think the service account went in?
- Linnea Holm NoneYes, it is created, with the read-only access we agreed. I removed three fields from your list. They are fields the sales team uses for personal notes, and I do not think the brain needs them.
- Hamza Akhtar NoneGood, that's exactly what I wanted you to do. I've built to the trimmed list, so those won't be touched. The first load ran overnight. Let me share my screen, and I'll show you what it brought in.
- Hamza Akhtar NoneSo here, the CRM connector shows as healthy, and the records indexed are rising as expected. Accounts and contacts are in, and the activities are still loading. You'll see the duplicates you warned me about. About what you'd expect, no surprise there.
- Linnea Holm NoneYes, I see them. Some are the same customer from different stores.
- Hamza Akhtar NoneThat's right. Now, the matching. At the moment I'm matching on email address, as you suggested. For rows where it's empty, I can fall back to the customer number from the e-commerce export, once that's connected. Is the number reliable across stores?
- Linnea Holm NoneMostly. The loyalty card is better than the e-commerce number for in-store buyers. But not everyone has a card.
- Karin Sjöberg NoneI think this is important for us. If the stores are under-counted, the store managers will not trust it. Could we show both, a matched number and an unmatched number, so nobody is misled?
- Hamza Akhtar NoneYes, we can. In fact I'd recommend it. To be precise, the unmatched records stay in the brain, they simply aren't joined to a customer, and the answers say so. That way nobody mistakes a gap for a zero.
- Karin Sjöberg NoneThat is good. Please do that.
- Linnea Holm NoneWhat about the helpdesk? I have not touched it yet. Who owns it on our side?
- Karin Sjöberg NoneThe customer service lead owns it. I will introduce you to them this week. Let us think about it together, so they do not feel something is being done to them.
- Hamza Akhtar NoneThat would be ideal. For the helpdesk I need a read-only user and a list of the ticket fields, same approach as the CRM. I'll send you the checklist after the call, Linnea, so you have it to hand when you talk to the lead.
- Linnea Holm NoneOkay. I can do it by next week.
- Hamza Akhtar NoneThat's plenty of time. Karin, since you're here, the people actually using the brain so far are a handful. That's expected at this stage. I'd like to make sure the pilot group you mentioned gets their logins this week.
- Karin Sjöberg NoneYes. I have three names from e-commerce and two regional managers. I will send them to you today.
- Hamza Akhtar NoneBrilliant. I'll set up a short session with them, half an hour, just to show how to ask a good question. People often type a single word and then think it doesn't work.
- Karin Sjöberg NoneYes, that is true. Please also show them where the answer came from. The managers will ask that first.
- Hamza Akhtar NoneI will. Anything else on the connector before we go back through the dates?
- Linnea Holm NoneOne thing. If we change a field in the CRM, for example rename a stage, will the connector break?
- Hamza Akhtar NoneIt might, depending on the change. A rename usually survives, a deleted field often doesn't. If you plan a change, tell me first and I'll check it. If it does break, you'd see records indexed go flat, and we'd see it on our side too. Either way, just let us know.
- Linnea Holm NoneGood. I will tell you before I change anything.
- Hamza Akhtar NoneSo, summary. CRM is live and loading. Helpdesk checklist from me today, helpdesk owner introduced by Karin this week. Pilot names from Karin today, logins from me. And Linnea tells me before any CRM changes. Thanks, both. Next call is in about a week.
- Karin Sjöberg NoneThank you, Hamza. Goodbye.
- Linnea Holm NoneGoodbye.
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