Lindqvarn Retail / BB-Demo – Qbr
Callcompleted
Lindqvarn Retail: documents · 2025-11-17 15:15
Quarterly review with Lindqvarn Retail. Questions asked are rising across teams and no tickets are open, but the CFO asked what the return is on licences and said he will review the contract against the year's plan.
What was said
What this says
Current to 11 Oct 26Quarterly review with Lindqvarn Retail. Questions asked are rising across teams and no tickets are open, but the CFO asked what the return is on licences and said he will review the contract against the year's plan.
What happened: Esther Quaye walked through tickets, usage and a value page. Active users are in the high thirties out of one hundred and fifty licences, and questions asked have risen each month since go-live.
Customer view: Mats Eklund challenged the return on licences. Karin Sjöberg gave a customer service example and said the one-week saving is the team lead's estimate, not an audit.
Commercial: Mats said he will review the contract against the year's plan nearer the time and wants the numbers first. Tom Ashdown agreed to get them to him in good time.
Watch: The CFO is the renewal decision point and wants a value case built on questions asked. Karin raised dashboards for the e-commerce team as a later topic, and a store feedback session is planned.
Themes
Current to 9 Oct 26Theme
Usage growth, value challenge
Importance
renewal
Sentiment
mixed
Voice
decision-maker
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Esther Quaye to send the one-page summary and notes the same day.
- Esther, Karin and Linnea Holm to fix the store session.
- Tom Ashdown to send Mats the numbers well ahead of the contract review.
Risks
Current to 9 Oct 26- The CFO questioned the return on licences and will review the contract against the year's plan before renewal.
- The value example rests on a team lead's estimate, not a measured saving.
Opportunities
Current to 9 Oct 26- Store-side teams are interested, so a short store feedback session could deepen use.
- The customer may want dashboards for the e-commerce team, a Growth and Enterprise feature, at a later review.
Transcript
Esther Quaye NoneHello everyone, good afternoon. I think we're nearly all here. Karin, Linnea, Mats, and Tom has just joined as well.
Tom Ashdown NoneAfternoon all. Sorry, bit of a scramble getting on. How's everyone's week been? Cold over there?
Karin Sjöberg NoneHello. We are well, thank you. Cold, yes, and the first snow is coming. How is everybody?
Mats Eklund NoneGood afternoon. I confirm I have received the agenda. Usage, value, then the next quarter.- Esther Quaye NoneExactly that, Mats. Just so we're aligned, I'll go through tickets, then usage, then the value page Karin asked for, and then open it up. There are no open tickets at the moment, which is nice. The one from last month is closed and I've logged the resolution.
- Karin Sjöberg NoneThank you for that. The team noticed it was fixed.
- Esther Quaye NoneGood. Right, usage. Active users in a typical month are now just over a hundred percent up on the previous quarter, so roughly doubled again. We're in the high thirties. Out of one hundred and fifty licences.
- Mats Eklund NoneOne hundred and fifty licences, and under forty are active. What is the return?
- Esther Quaye NoneThat's a fair question, and I'd rather answer it with the page than with a sentence. May I share my screen?
- Mats Eklund NonePlease.
- Esther Quaye NoneOkay. Can you see it? What I've shown is questions asked, month by month. The line has gone up each month since you went live, and it's spread across teams, not one person. That matters, because it means it's not dependent on a single champion.
Linnea Holm NoneFrom the admin side I can confirm that. I get requests for access from customer service almost every week now. I add them, and they are working in the brain within a day.- Esther Quaye NoneThank you, Linnea. And the connectors you set up, the CRM and the helpdesk and the rest, all loading every morning, nothing flat.
- Linnea Holm NoneYes. The only thing I watch is when we change a field name in the CRM. Then I tell you, so the connector does not break.
- Esther Quaye NoneWhich is the right habit, and I'd be grateful if you keep doing it.
- Tom Ashdown NoneCan I jump in, Mats, on the return question? I'll be straight. The number I'd point at isn't licences, it's the questions. That's where the value sits. Esther's page has the examples.
- Karin Sjöberg NoneMay I give an example. Last month the customer service lead asked about complaints for one product range and could see the store feedback beside it. Before, this would take a week of a person's time to compile. Now it was in the meeting.
- Mats Eklund NoneA week of a person's time. Who measured that?
- Karin Sjöberg NoneThe team lead. It is her estimate, I will be honest. It is not an audit.
- Mats Eklund NoneGood that you say so. I accept it as an estimate. And next year?
- Esther Quaye NoneNext year, I think there's headroom rather than risk. You're using under a third of your licences, so there's no pressure to buy anything extra. What I'd focus on is getting more of the store side into it, and I think Karin agrees.
- Karin Sjöberg NoneYes. I spoke to two regional managers, as I told Esther. They are interested. What do the stores say? They say they want something that answers the question quickly, not another report.
- Esther Quaye NoneThen a short session for them is the right size. I'd suggest something in the next few weeks, small group, only store feedback. Linnea, would you be able to sit in so they see who to ask for access?
- Linnea Holm NoneYes, I can. I would like to also show them what not to ask, so they do not get disappointed.
- Esther Quaye NonePerfect, that's honest and useful.
- Tom Ashdown NoneCan I just say, from my side, it's good to see this account doing what it should. Nothing from me to sell today, no drama. I'll keep out of the way and let Esther and Karin crack on. If anything comes up on the commercial side, I'm a phone call away.
- Mats Eklund NoneThank you, Tom. I will say now that I will review the contract against the year's plan nearer the time. Send me the numbers first, when it is time.
- Tom Ashdown NoneUnderstood, and that's fair. Leave that with me, I'll make sure you get it in good time and not in a rush.
- Esther Quaye NoneAnything else anyone would like to raise before we finish? Karin, anything on the roadmap side?
- Karin Sjöberg NoneOnly that I would like dashboards for the e-commerce team. Let us think about it together, maybe at the next review. Not now.
- Esther Quaye NoneI've logged that. So the actions are: I send the one-page summary and these notes today, Karin and Linnea and I fix the store session, and Tom keeps Mats updated on the commercial side. Does that sound right?
- Karin Sjöberg NoneYes. Thank you everyone.
- Mats Eklund NoneThank you. Goodbye.
- Tom Ashdown NoneCheers all, speak soon.
- Esther Quaye NoneMany thanks, everyone. Take care.
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