Marlcliff Security Services / BG-Demo – Demo
Callcompleted
Marlcliff Security Services · 3 Apr 2025 16:45
Second Marlcliff demo of Growth. Sharon Tilley said the unsent reports and credit control views sell it. Her worries are the overnight refresh, IT and getting the money approved upstairs.
What was said
What this says
As at Fri 9 Oct 2026Second Marlcliff demo of Growth. Sharon Tilley said the unsent reports and credit control views sell it. Her worries are the overnight refresh, IT and getting the money approved upstairs.
What happened: Anya Petrova showed the unsent incident reports view, a call search and the credit control join on Marlcliff's sample data. Lorraine Coombes found a possible weekend cover sale in a call her colleague took.
Customer view: Sharon summed up that she likes it, and that the unsent reports and credit control views are what sell it. Her worries are the overnight refresh, IT and the money going upstairs.
Commercial: Lewis Kerr again stated that £52k is the total deal value including implementation, not an annual price. Sharon called the 22 May 2025 target close tight but possible.
Watch: The nightly refresh is not live alerting, which is a limit for the control room. Six connectors were named against a hard limit of eight. Sensitive control room notes will be left out of scope. Lorraine asked to try it on her own clients before signing.
Themes
As at Fri 9 Oct 2026Theme
Growth demo, unsent reports
Importance
upsell
Sentiment
positive
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Lewis Kerr to send the proposal with the VAT position and a one page summary of what it replaces.
- Anya Petrova to send a technical note covering connectors and the sensitive data point.
- Sharon Tilley to send the user list and Lorraine Coombes to note her client review preparation time.
Risks
As at Fri 9 Oct 2026- The overnight refresh is not live alerting, which Sharon called a limit for the control room.
- Budget approval sits upstairs and the timeline is tight.
- Six connectors are already named against a hard limit of eight.
Opportunities
As at Fri 9 Oct 2026- Credit control sees the joined invoice and incident view as the part worth paying for.
- A weekend cover opportunity surfaced from a recorded call, showing value in the data.
Transcript
Lewis KerrGood afternoon, Sharon. Can you hear us all right? Anya's just joining as well.
Sharon TilleyAfternoon. Yes, loud and clear. Lorraine's dialling in from her car park, so bear with us if she drops in and out.
Anya PetrovaHello, both. Afternoon. I'm on, I can see you on my side. Lorraine, we can't hear you yet.
Lorraine CoombesSorry, sorry. Muted. Hello. Can you hear me now? I've just come off a client visit, so I'm sitting in the van with my laptop on the steering wheel.- Anya PetrovaPerfect, that's fine. Very glamorous.
- Sharon TilleyRight, before we start, incident of the week, because it's relevant. We had an alarm activation at a retail park on Tuesday night and the client heard about it from their own keyholder before they heard it from us. Which is exactly what I don't want.
- Lewis KerrAh. That's a frustrating one. Was it a delay in the report going out, or the account manager not knowing it had happened?
- Sharon TilleyBit of both. Control room logged it, the report was written, but it sat in a queue and Lorraine's colleague didn't see it until the next morning. What did the client hear from us? Nothing. For hours.
- Lorraine CoombesYeah, and I'm on the retail accounts, so I only knew because the client rang me. I was looking at the incident system, and the client record in the CRM, and the emails, and none of them talked to each other.
- Lewis KerrOkay. That's helpful, because it's the thing we want to put in front of you today. Just so we're aligned, Sharon, what I've got is that you're looking at Growth, you'd like a decision by the end of next month, and today is about seeing it on your own data rather than slides. Is that still right?
- Sharon TilleyThat's right. I want to see it work on our stuff. If it only works on a demo company with made-up sites, I'm not interested.
- Anya PetrovaUnderstood. What I've got here is a sample set you sent over, loaded into a demo layer, so the sites, incidents, call notes and invoices are yours. It's not live in your systems, obviously, but the shape is real.
- Sharon TilleyGood. Go on then.
- Anya PetrovaLet me share my screen. Can you see it? It should say B-Viz at the top and a search bar.
- Lorraine CoombesYes, I can see it. A bit small, but yes.
- Anya PetrovaI'll bump it up. Better? Right. So the idea is, one layer sitting across your CRM, the call recorder, the mailboxes, the helpdesk and the accounting system, and it all lives inside your own Snowflake account. We don't take a copy away somewhere. You ask it questions in plain English.
- Sharon TilleyInside our Snowflake. Okay. That will matter to our IT people, they'll ask about that straight away.
- Anya PetrovaYes, it usually does. Happy to do a session with them separately. So let's start with Lorraine's problem. I'll type: show me everything that happened at the retail park accounts this week.
- Lorraine CoombesGo for it.
- Anya PetrovaSo it comes back with a page for each site. Here's the alarm activation, the time it was logged, the officer response, the report, and the email thread with the client contact. All on one screen.
- Lorraine CoombesHang on. Can you scroll back up? That's the thing. I'd normally have three tabs open for that.
- Anya PetrovaSure. And you can see here the report status. Written, not yet sent. If you wanted, you'd ask it: which incident reports from the last day haven't gone to the client?
- Sharon TilleyDo that. That's the one I want.
- Anya PetrovaThere. A list, grouped by account manager. Each one has the site, the shift and how long it's been waiting.
- Sharon TilleyWhich site, which shift. Yes. Okay, that is what I'd want on a wall in the control room. Can it do that automatically, or does someone have to ask?
- Anya PetrovaOn Growth there's the dashboards builder, so you could pin that question as a dashboard and it refreshes with the nightly load. It's not a real time alert. I want to be straight about that. The refresh is overnight, finished by seven in the morning on business days.
- Sharon TilleyRight. So not live. Mm. That's a limit for the control room, but for the account managers it's fine, they start at seven thirty anyway.
- Lewis KerrAnd if live alerting is the real need, it's better we say that now than have you find out in month three. The overnight refresh is the standard for every tier.
- Sharon TilleyAppreciated. Park that, we'll come back to it.
- Lorraine CoombesCan I ask about calls? Because a lot of what I know about a client is just what's been said on the phone. Contract changes, a manager's moved, that sort of thing.
- Anya PetrovaYes. Let me pick one of your retail clients. I'll ask: what has this client said on calls about their night patrols in the last few months?
- Lorraine CoombesUse the supermarket distribution one, the one near the motorway.
- Anya PetrovaOkay, so it's pulled three calls, summarised, and each point links back to the recording and the transcript. Here, the client mentions they're thinking of extending cover to weekends. Did you know that?
- Lorraine CoombesNo. No, I did not. That's, hang on, that was on a call my colleague took. That's a sale sitting in a recording.
- Sharon TilleyLet's get the account manager on it. Lorraine, make a note.
- Lorraine CoombesMaking a note. Honestly, that alone.
- Lewis KerrI'd be careful about promising that as a saving, but it's a fair example of what it surfaces. The value is people stop hunting.
- Anya PetrovaShall I show credit control next? Because that was part of why you went for Growth, wasn't it, Sharon?
- Sharon TilleyYes. Credit control chase invoices without knowing a client's had three missed patrols that month. Then the client gets a demand letter and rings me furious.
- Anya PetrovaRight, so I'll ask: which clients have overdue invoices and also had an incident or a complaint in the last month?
- Anya PetrovaIt joins the accounting system to the incident data and the helpdesk. Here's the list. You can see the overdue amount, the age, and next to it the complaints and any open incidents. So whoever's chasing sees the whole picture first.
- Sharon TilleyThat's the bit I'd pay for. Honestly. Credit control would use that every morning.
- Lewis KerrTo put a number on it, Sharon, I can walk through the proposal in a moment, but let me just check I've got the users right. Who would be on this on day one? Account managers, control room supervisors, credit control?
- Sharon TilleyAccount managers, yes, all of them. Supervisors in the control room, a handful. Credit control, a small team. And me. I haven't counted exactly, I'll send you a list.
- Lewis KerrPlease do. Growth includes forty users and eight connectors, so I want to check that fits rather than guess. I won't push you onto anything the numbers don't support.
- Sharon TilleyHow many connectors would we use? I'm thinking CRM, the incident system, the call recorder, email, helpdesk, accounting. That's already six.
- Anya PetrovaThat sounds right, and it leaves headroom for a couple more. Some customers add the rota system later, or HR, so that's worth thinking about. Eight is a hard limit, though, so we'd map it properly in a scoping call.
- Lorraine CoombesCan I ask something awkward? What if it gets things wrong? Because if I tell a client something and it came from this and it's wrong, that's on me.
- Anya PetrovaGood question, and you should ask it. Every answer cites its source. You click through to the actual email, call or record. So you're never relying on a summary you can't check. It can still misread something, which is why the links are there.
- Lorraine CoombesOkay. That makes me feel better. I'd always click through anyway before saying anything to a client.
- Sharon TilleyGood. Never blame an officer to a client, and never say something we can't back up.
- Anya PetrovaAgreed. Let me show you the dashboard builder quickly, since that's the main thing Growth adds. I'll turn the unsent reports question into a dashboard.
- Anya PetrovaSo I pick the question, choose a table, group by account manager, and save it. Then it sits in a shared space. Anyone with access sees it and it updates each morning.
- Lorraine CoombesAnd I can build my own? Or is that something you do for us?
- Anya PetrovaYou can build your own. During implementation we'd set up the first few with you, so people aren't starting from a blank page.
- Sharon TilleyRight. Lewis, commercials. Where are we?
- Lewis KerrSure. The proposal draft has the Growth subscription with the one-off implementation. The total value is £51,600. I want to be clear that's the total deal value, including the implementation fee, not an annual price. I'll split it out line by line in the written version so there's no ambiguity. All prices are exclusive of VAT, which will be added on top.
- Sharon TilleyOkay. Understood. I can't commit budget on this call, you know that. It has to go upstairs.
- Lewis KerrOf course. What would be useful from me for that conversation? A one page summary? A short note on what it replaces?
- Sharon TilleyBoth. Particularly what it replaces. The people upstairs will want to know what stops costing us time, not just what we're buying.
- Lewis KerrFair. I'd rather you gave me the time you currently lose, in your own words, than I made a figure up. Lorraine, could you jot down roughly how long a client review takes you to prepare today?
- Lorraine CoombesOh, easily half a day for a big account, if I'm honest. Pulling the incidents, the emails, the invoices. I'll write it down properly so I'm not guessing.
- Lewis KerrPerfect. Then on timing, we've pencilled the target close as Thursday 22 May 2025. Is that realistic given the upstairs conversation?
- Sharon TilleyIt's tight but possible. If I get the summary from you in the next week or so, I can get it in front of them before the end of the month.
- Anya PetrovaOne more thing worth showing, Sharon, if you've got a few minutes. Security. I know you said IT will ask.
- Sharon TilleyGo on, briefly. We've got a bit of time, I think. Lorraine, are you okay to carry on?
- Lorraine CoombesYes, I'm fine, I've got the heater on. Carry on.
- Anya PetrovaSo because B-Viz runs inside your Snowflake account, your own access rules apply. You decide who sees which tables. For example, credit control could see invoices but not call transcripts. Account managers could see only their own clients.
- Sharon TilleyThat matters. Some of the control room notes are sensitive, the key holder details, the alarm codes. Those can't be wandering around.
- Anya PetrovaThen we'd scope those out at the connector stage. I'd suggest we leave anything like that out entirely, rather than rely on permissions alone.
- Sharon TilleyYes. Leave it out. Good.
- Lewis KerrI'll note that as a scoping point in the proposal. Anya, can you add it to your technical notes?
- Anya PetrovaWill do. I'll send a short technical summary with the connector list and the sensitive data point, and an outline of the implementation plan.
- Lorraine CoombesCould I ask one last thing before we wrap? Can I try it myself? Not today, but with a few of my own clients, before anyone signs anything?
- Lewis KerrThat's a reasonable request. Let me see what Anya can set up with your sample data, and I'll come back to you on what's possible. I don't want to promise something I haven't checked.
- Anya PetrovaI think a guided hour with a few of your accounts is doable. I'll confirm once I've looked at the sample set.
- Sharon TilleyGood. Right, summary from my side. I like it. The unsent reports view and the credit control view are what sell it. My worries are the overnight refresh, IT, and the money going upstairs. Fair?
- Lewis KerrThat's a fair summary. So next steps. I'll send the proposal with the VAT position and the one page summary. Anya sends the technical note. You send me the user list, Sharon, and Lorraine gives me the time she spends on client reviews. I'll send that over today, the proposal anyway, and the rest within a couple of days.
- Sharon TilleyLovely. Thanks, all. Let's get the account manager on the weekend cover too, Lorraine.
- Lorraine CoombesAlready on it. Thanks both, that was really useful. Bye.
- Anya PetrovaThanks, everyone. Speak soon.
- Lewis KerrKind regards to you all, and have a good evening.
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