Lindqvarn Retail

Tickets: On 9 Apr 2026 Karin reported a segment filter bug and Linnea a CRM connector authentication failure, restored within two days. On 21 May 2026 a search filter ticket had a first response of 822 minutes, and on 15 Jun 2026 duplicate records were traced to email normalisation and the mapping corrected.

Renewal: On 14 Apr 2026 Mats Eklund, the CFO, withheld terms until Marcus Bell explained four tickets, two high priority. On the 16 Apr 2026 call he still needed the £114k explained line by line against £103k a year today.

Price: On 1 May 2026 Tom Ashdown sent the Enterprise renewal form at £114k and Mats held his signature, asking for a split and next year's cost. On 18 May 2026 Rachel Dunmore sent invoice INV-026-0004 for £114k, due 17 Jun 2026, and asked Annika Lund for a PO number.

Adoption: On 5 May 2026 Karin accepted that about forty of 160 licensed users are active, with store managers short of time. On 20 May 2026 Mats asked what the return is and wanted terms in writing, with both user-count options.

Later: On 25 Jun 2026 Karin was content with support and freshness, with active users in the mid-forties. She wants store examples before the 1 Jun 2027 renewal.

Open at the end: The evidence does not show a signed order form or payment. Marcus owes the store examples follow-up, and Tom owes written terms and the breakdown.

Expansion: On 30 Jan 2026 Tom Ashdown negotiated an Enterprise expansion for regional store teams, aiming to close on 9 Feb 2026. Mats said he does not agree a price on a call, and the £1,216 order form still lacked a signatory and invoicing details on 2 Feb 2026.

CFO challenge: On 5 Feb 2026 Mats asked for the return before signing. Tom replied five days later, after the 9 Feb 2026 date had slipped; invoice INV-026-0003 for £1,216 followed on 10 Feb 2026, with the PO number still requested.

Adoption: At the 26 Feb 2026 check-in Karin Sjöberg said store managers now trust the brain, and two managers built dashboards others copied. Active users were in the mid-forties against 160 licensed seats, which Mats may question.

Renewal: Marcus Bell gave notice on 2 Mar 2026 for the term ending 31 May 2026. Mats asked for a breakdown of £114k against £103k and the return before commenting on price.

Support: Five tickets, all routine: access changes, an admin account, slow dashboards after an e-commerce connector, a segment export and a bulk user import request ahead of planned expansion.

Open at the end: On 23 Mar 2026 Mats still wanted written numbers, with signature targeted for 6 May 2026. The evidence does not show whether the expansion was signed or the renewal agreed.

Support, October: On 10 Oct 2025 a ticket traced duplicate customer records to an incomplete CRM migration deduplication, and Bethan Lister advised fixing in the CRM first. On 13 Oct 2025 Karin Sjöberg said an unspecified fix seemed better, but the ticket stayed open.

Renewal: On 20 Oct 2025 Marcus Bell reported active users more than doubled. Karin wants concrete store examples for her director and finance before the renewal on 1 Jun 2026.

QBR: On 17 Nov 2025 CFO Mats Eklund asked for the return in numbers and will not decide on a call. Tom Ashdown gave the annual figure of £99k and promised the renewal figure in writing.

Support, November and December: On 25 Nov 2025 slow page loads were traced to a resource constraint on BG-Demo infrastructure, which Bethan cleared. On 8 Dec 2025 the customer asked for scheduled exports, which are not available, and Olivia passed it to the product team.

Expansion: On 16 Dec 2025 Tom presented a £1,216 expansion on the Enterprise subscription. Mats agreed nothing and asked what changes next year's cost; on 18 Dec 2025 Tom promised a written breakdown in the new year.

Open at the end: The value case, the expansion breakdown, the unconfirmed October fix and the duplicate records follow-up were all open. The reads do not show whether the amount repeats yearly.

Onboarding: The 10 Jul 2025 call started onboarding, with Karin Sjöberg wanting one view of each customer segment. Open items were IT approval, personal data in helpdesk text and single sign-on.

Contract: On the 24 Jul 2025 call Hamza Akhtar stated Enterprise at £99k a year, 150 licensed users, customer since 1 Jun 2025. Only a small group was logging in, and the reads do not include the order form.

Support: On 25 Jul 2025 the CRM connector stopped after IT rotated the API key, and it was restored once the new key was supplied. On 13 Aug 2025 the customer service connector stopped after an upstream feed change; Olivia Grant fixed a field mapping and resynced.

Adoption: On 4 Aug 2025 Linnea Holm said use was wider than expected, led by customer service. On 7 Aug 2025 the segment page landed well, a builders group was planned, and about half the regions uploaded store feedback.

Training: On 28 and 29 Aug 2025 Hamza trained Linnea and Johan Berglund. SCIM was not switched on, and a future web shop platform change could break the e-commerce connector.

September: On 11 Sep 2025 store managers asked for dashboard training, set for about 10 people. Tickets of 15 and 17 Sep 2025 disagree on user headroom: one says the 150-user limit is reached, the other notes headroom.

Open at the end: SCIM, the sceptical regions, an unresolved dashboard filter bug from 12 Aug 2025, and connector fragility to customer-side changes.

Negotiation: On the 23 Apr 2025 call, CFO Mats Eklund accepted the value of the £129k deal but said it exceeded his e-commerce budget. Owen Tallis said any discount applies to the first term only.

Proposal: Tom Ashdown's recap that day targeted signature by 23 May 2025. Karin Sjöberg wanted store managers consulted first and asked for a breakdown of the total.

Signing: On 21 May 2025 Mats asked in writing what the £129k covers and what next year costs before signing. Tom said it is total deal value, not annual; the thread does not show signature.

Billing: Rachel Dunmore sent INV-026-0001 for £30k, due 26 Jun 2025, and INV-026-0002 for £99k for the term 1 Jun 2025 to 31 May 2026, due 2 Jul 2025. No customer reply appears.

Invitations: Sofia Marchetti invited Erik Wallin and Linnea Holm to the London Customer Day on 12 Jun 2025. Neither replied in the threads.

Kickoff: On 6 Jun 2025 Karin became owner and Linnea admin. CISO Erik required SSO, a written role definition, excluded personal data and written data residency confirmation.

Onboarding: The 12 Jun 2025 call loaded CRM and set a Sweden store feedback pilot; Karin warned thin early results could stop people coming back. On 23 Jun 2025 e-commerce was deferred behind a digital team launch.

Open at the end: written data residency confirmation from Marcus Bell, a second admin, CRM duplicates, the multilingual feedback folder and payment of both invoices, which the evidence does not show.

Discovery: On 20 Jan 2025 Tom Ashdown ran a discovery call with Karin Sjöberg and Mats Eklund. Karin described three feedback sources merged by hand across about sixty stores, and Tom pencilled Enterprise at £129k including implementation.

Pricing: The same day Mats confirmed the summary but asked for the £129k split into annual and one-off, plus year-two cost, before any demo. Tom promised the split with the proposal. The figure is a deal value in conversation, not an executed price.

Demos: Hannah Lowe demoed on 19 Feb 2025, and Karin said it was very close to what she wanted. Johan Berglund asked about refresh and the web shop connector on 20 Feb 2025, and Tom acknowledged a gap in replying.

Second demo: On 3 Mar 2025 Tom proposed a store feedback session, and Karin wanted two store managers consulted first. On 5 Mar 2025 the demo on Lindqvarn's own data went ahead, and Johan said he could recommend it with a firm connector go-live commitment for the autumn campaign.

Proposal: On 24 Mar 2025 Tom presented the proposal, and Mats would not commit to a date until he had a measured return and a security review. Tom pencilled in 2 May 2025 as expected close.

Open at the end: Written answers on connectors, logging, staff access and Finnish comments, the survey tool connector and Nordic language support were unconfirmed. The evidence does not show a signed order form or whether the 18 Mar 2025 target held.

Webinar invitation: on 8 Nov 2024 Sofia Marchetti invited Annika Lund, who leads Accounts Payable, to a 21 Nov 2024 webinar on bringing customer service, e-commerce and store feedback into one view. She offered to send a joining link on reply and invited Annika to forward it to colleagues.

Customer view: the thread holds no customer response, so the read shows no interest, sentiment or concern from Lindqvarn Retail. The read is neutral and logistical.

Open at the end: Sofia was to send the link only if Annika replied. The evidence does not show a reply, attendance, or any other contact in the period. The period has no call, ticket or news read, so it says nothing about renewal, usage or commercial terms.

News: the period holds one read, the Nordic Retail Bulletin item of 13 Jun 2024. Lindqvarn Retail, a Stockholm-based retailer with about sixty stores, announced a staged partnership to build a single view of each customer segment.

Scope: customer service, e-commerce and store feedback would be brought together, starting with the teams handling most customer contact. No financial terms were disclosed.

What the read judges: the technology partner is not named, so it cannot be tied to any supplier. The read rates significance as low and sees a data ambition only.

Opportunity and risk: joining those three sources is a use case B-Viz addresses. An unnamed partner could overlap with existing tooling.

Open at the end: who the partner is and how it relates to current work. The read suggests asking the customer at the next call.