Lindqvarn Retail / BB-Demo – Onboarding
Callcompleted
Lindqvarn Retail: documents · 2025-06-19 12:15
Helpdesk and e-commerce connectors are live and the first cross-source question worked. Usage rests on a few people, mainly Karin Sjöberg, so Hamza Akhtar wants to widen it. Single sign-on is unfinished.
What was said
What this says
Current to 11 Oct 26Helpdesk and e-commerce connectors are live and the first cross-source question worked. Usage rests on a few people, mainly Karin Sjöberg, so Hamza Akhtar wants to widen it. Single sign-on is unfinished.
What happened: Hamza Akhtar reported the helpdesk connector live and e-commerce exports loading, then demonstrated a question joining delivery contacts to repeat orders. Karin Sjöberg welcomed it as the join they wanted.
Customer view: Karin accepted that she is probably the one asking most and proposed adding regional managers, perhaps six or seven, not all at once. Linnea Holm asked about directory groups and the nightly refresh and was reassured on both.
Commercial: Hamza said there is plenty of room on 150 licensed users, with only a small fraction used. A store manager page with pinned questions is an adoption opportunity on the Enterprise subscription.
Watch: A couple of people do most of the asking, which is a key-person risk. Single sign-on is not finished, so new users are added by hand for now.
Themes
Current to 9 Oct 26Theme
Onboarding progress, user widening
Importance
upsell
Sentiment
positive
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Karin Sjöberg proposes the next user group to the regional managers on the Monday after the call.
- Karin sends draft questions for the store manager page to Hamza Akhtar.
- Hamza sends a short note on connector state and gets second-wave contacts this week.
Risks
Current to 9 Oct 26- A couple of people do most of the asking, so usage drops sharply if one is away or leaves.
- Single sign-on is unfinished, so users must be added by hand.
Opportunities
Current to 9 Oct 26- Regional managers, perhaps six or seven, are proposed as the next user group.
- A store manager page with pinned questions could deepen adoption.
Transcript
Hamza Akhtar NoneAfternoon, both. Can you hear me all right? I've got a slightly dodgy headset today.
Karin Sjöberg NoneGood afternoon, Hamza. Yes, clear enough. How are you?
Linnea Holm NoneGood afternoon. I hear you.- Hamza Akhtar NoneGrand. Quick update from my side. The helpdesk connector went live on Monday, and the e-commerce exports are loading as well. So the first wave is done. Linnea, thank you for turning the read-only user round so fast.
- Linnea Holm NoneYou are welcome. The customer service lead helped a lot. She had a list of the fields they use.
- Karin Sjöberg NoneI am pleased about that. It was the right way, to involve her early.
- Hamza Akhtar NoneAgreed. So what I want to show today is the first real question across all three. Let me share. I'll ask: which customers contacted the helpdesk about a delivery and then placed another order within the period. And here we are.
- Karin Sjöberg NoneInteresting. So this is the join we wanted. Customer service and e-commerce in one answer.
- Hamza Akhtar NoneExactly. And note the line underneath, which says a portion of the helpdesk contacts couldn't be tied to a customer. That's the unmatched view you asked for, Karin. I'd rather it was honest than tidy.
- Linnea Holm NoneThe unmatched part is mostly the store contacts. We are trying to capture the loyalty number at the desk more often.
- Karin Sjöberg NoneThat is a point for the stores. What do the stores say about asking for the number? Perhaps we can include it in the next store bulletin.
- Hamza Akhtar NoneThat would move the needle, honestly. The better the key, the better every answer gets.
- Hamza Akhtar NoneNow, usage. A handful of people have logged in since the pilot logins went out. I'd like to be straight about it: that's normal at this point, but it's a small group, and a couple of them are doing most of the asking. If one person leaves or goes on holiday, usage drops a lot. So I'd like to widen it.
- Karin Sjöberg NoneI understand. I am probably the one asking most. Let us think about it together, who should be next? I would like the regional managers, but not all at once.
- Linnea Holm NoneIf we add more people, I can set them up through the directory groups. Is that possible already?
- Hamza Akhtar NoneSingle sign-on is the piece we haven't finished, so for now I'd add them by hand, a few at a time. Once your IT colleague has the sign-on in, groups take over. There's plenty of room, you have 150 licensed users and we've used a small fraction.
- Karin Sjöberg NoneGood. I will propose the next group to the regional managers on Monday. Perhaps six or seven.
- Hamza Akhtar NoneThat's a sensible size. I'll run another short session for them, the same format as before. And I'd like to offer one more thing: a page for store managers, with three or four pinned questions, so they don't start from a blank box.
- Karin Sjöberg NoneYes, please. Which questions? I think we should anchor them in what a manager can act on this week. Returns after a delivery complaint, for example. And what customers said about the store itself.
- Hamza Akhtar NoneRight. Give me a draft list, don't worry about wording, and I'll tidy it. Then we test it with two managers before it goes wide.
- Linnea Holm NoneCan I ask about the schedule? The nightly refresh. Is it already running on all three connectors?
- Hamza Akhtar NoneIt is. It completes by 07:00 on business days, your local time, and I've checked the last few mornings. If a source fails, I'll tell you rather than wait for you to notice.
- Linnea Holm NoneThank you. That is what I wanted to hear.
- Hamza Akhtar NoneLast item: the call recorder and the store feedback, which are the second wave. Linnea, who owns them on your side?
- Karin Sjöberg NoneI own the store feedback, and the call recorder belongs to customer service. I will ask them to give you a contact this week.
- Hamza Akhtar NoneThen to close. Next group of users proposed by Karin on Monday. Draft questions from Karin for the store manager page. Contacts for the second wave this week. And I'll send you both a short note with the current state of the connectors. Does that match your notes?
- Karin Sjöberg NoneYes. That matches. Thank you, Hamza.
- Linnea Holm NoneThank you. Goodbye.
- Hamza Akhtar NoneCheers, both. Speak soon.
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