Marlcliff Security Services / BG-Demo – Onboarding
Callcompleted
Marlcliff Security Services · 7 Jul 2025 09:30
Onboarding call with Sharon Tilley and Kamal Hussein. Two connectors loading, three not yet. The main risk is the mismatch between rostering and CRM client codes. Both want to see the mapping and the unmatched list before go-live.
What was said
What this says
As at Fri 9 Oct 2026Onboarding call with Sharon Tilley and Kamal Hussein. Two connectors loading, three not yet. The main risk is the mismatch between rostering and CRM client codes. Both want to see the mapping and the unmatched list before go-live.
What happened: Laura showed the connector page with two green and three grey connectors. The rostering, control-room and helpdesk connectors were not yet pulling.
Customer view: Sharon wants one page per client showing sites, incidents, calls and payment status. Kamal wants the mapping and the unmatched client list before anything goes live.
Commercial: The Growth tier has forty licensed users and the first wave sits well inside that. Sharon said Nigel need not approve this, as it is inside the licence, though she will keep him informed.
Watch: Kamal is the only admin and a second admin was suggested, possibly from finance. The 07:00 refresh may miss night incidents before early shift handovers, and Laura did not know how many clients would fail to map. Her timing promise was a sequence, not a date.
Themes
As at Fri 9 Oct 2026Theme
Onboarding, client code mapping
Importance
neutral
Sentiment
positive
Voice
decision-maker
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Kamal to check the mapping with finance and confirm the overnight job timings.
- Laura to send the plan and roles sheet by Thursday, then the unmatched list once the mapping is built.
- Sharon to send Kamal the account manager names and agree a second admin.
Risks
As at Fri 9 Oct 2026- Rostering and CRM client codes do not match for many clients, and the number of unmatched clients is unknown.
- Kamal is the only admin, so the setup depends on one person.
- The 07:00 refresh may not include night incidents before early shift handovers.
Opportunities
As at Fri 9 Oct 2026- The first wave of account managers, supervisors and credit control sits well inside the forty Growth users.
- The plain-English question on incidents and overdue clients is something Sharon would use on Mondays.
Transcript
Laura PenhaligonMorning, Kamal. Morning, Sharon. Can you both hear me all right?
Kamal HusseinMorning. Yes, loud and clear.
Sharon TilleyMorning, Laura. I can hear you. Sorry, I'm just getting a coffee, two minutes. We had a night. An alarm panel at a client's warehouse kept tripping and the control room was flat out.- Laura PenhaligonOh no. Is it sorted?
- Sharon TilleySorted now. Engineer attended, client was told before they heard it from anyone else, which is what matters. Right. I'm here. Go on.
- Laura PenhaligonGood. Well, thanks for making time on a Monday. This is the onboarding call, so the plan is to walk through where we are with the connectors, who owns what on your side, and what the next couple of weeks look like. We've got forty-seven minutes booked, I don't think we'll need all of it.
- Kamal HusseinCan I start with the open tickets? It's quick.
- Laura PenhaligonPlease, yes. That's what I was hoping.
- Kamal HusseinThere aren't any. Nothing open with you, nothing high priority. I keep a list on my side though, of things I'm not sure about, and I'd rather ask than guess. Three questions, really. I'll save them for when we get to the right part.
- Laura PenhaligonPerfect. Park them and shout when we reach the right bit. Sharon, can I start with you? Remind me what you most want to see at the end of this.
- Sharon TilleySimple. An account manager opens one page for a client and sees every site, every incident, the calls we've had and whether they've paid us. Today they jump between four things and half the time they ring the control room to ask what happened last Tuesday. Which site, which shift, what did the client hear from us. I want that answer in one place.
- Laura PenhaligonThat's very clear, thank you. And that's the design we've kept in mind. So, Growth tier, forty licensed users, and the connectors we agreed in the order form. The rostering system, the control-room system, the accounting system, your CRM and the helpdesk. Is that still the list in your heads?
- Kamal HusseinYes. Rostering and control room are the two that matter most. Finance I've done before in another job, so I'm not worried. CRM is fine.
- Laura PenhaligonGreat. Where we are today: the Snowflake side is set up inside your account, you've given us the role we asked for, and the CRM and the accounting connectors are loading. I'll share my screen so you can see it. Give me a second.
- Sharon TilleyTake your time.
- Laura PenhaligonRight, can you see the connector page?
- Kamal HusseinYes. Two green, three grey.
- Laura PenhaligonExactly. Green is loading and indexing. Grey is configured but not yet pulling. The grey ones are rostering, control room and the helpdesk. Rostering is the one I want to talk about first.
- Kamal HusseinThat's my first question. Which client code is that? On the rostering side we have a code per contract, but the CRM has a different account reference. They don't match for a fair number of clients.
- Laura PenhaligonYes, and that's the single biggest thing for your setup. B-Viz can only put a client's sites next to their invoices if there's one key joining them. Is there a field that holds both anywhere?
- Kamal HusseinNot cleanly. Finance holds the contract code and the account reference side by side, in the accounting system. It's how they raise the invoices. So that's probably our bridge.
- Laura PenhaligonThat sounds right. So we build a mapping table from the accounting data, and we use it to join rostering and the CRM. Would you be happy to check it with someone in finance? Because if it's wrong, every client page is wrong.
- Kamal HusseinI'll check it with them. I'd want to see the mapping before anything goes live. And I'd want a list of the clients that don't map, not just the ones that do.
- Laura PenhaligonAbsolutely, we'll give you the unmatched list first. It's much better to see the gaps early.
- Sharon TilleyHow many are we talking? Is it a handful or is it half the client base?
- Laura PenhaligonI honestly don't know yet, Sharon, and I don't want to guess. Once we build the mapping we'll know, and I'd expect it to be a minority, but let's see the data.
- Sharon TilleyFair. Old clients are the messy ones. Some of them have been with us for years and they've been renamed, merged, moved. Account managers will know them by heart even when the systems don't.
- Laura PenhaligonThat's useful. Could an account manager or two help Kamal clear the unmatched list? It's usually a half hour exercise per person once they see it.
- Sharon TilleyYes. Let's get the account manager on it. I'll nominate a couple from the South West team and one from Wales. Kamal, I'll send you names today.
- Kamal HusseinThank you. That helps.
- Laura PenhaligonLovely. Now the control-room system. This is the one with the incident reports, I think. Kamal, what does it look like on your end?
- Kamal HusseinIt's an older system. It has a reporting database that we can read from, and I've already created a read-only account for it. I haven't touched anything in the live application. The reporting database refreshes overnight, so we won't see incidents in real time.
- Laura PenhaligonThat's absolutely fine. B-Viz refreshes nightly anyway, it should be complete before seven in the morning on business days. So an account manager arriving at their desk will see yesterday's incidents.
- Sharon TilleyHang on. Seven. Our early shift handovers are before that. Would the night incidents be in by then?
- Laura PenhaligonIf the reporting database has them by the time our refresh runs, yes. That depends on when your overnight job finishes. Kamal, do you know?
- Kamal HusseinIt's in the runbook, but from memory it finishes in the small hours. I'll check the connector timing against it and confirm. I don't want to tell you something I haven't looked at.
- Laura PenhaligonPerfect, thank you. And the same goes for the rostering system, I'd like to know when that extract completes too.
- Kamal HusseinI'll note both down.
- Laura PenhaligonWhile you do that, let me show you the page that will matter for Sharon. This is a sample client page built from the CRM and the accounting data, using one of your real accounts. I've blurred nothing, so please don't share the screen recording.
- Sharon TilleyHa. Understood. Oh, that's quite good. So that's the invoices, and the notes from the account manager.
- Laura PenhaligonYes. And this panel is where the sites and incidents will appear once rostering and the control room are connected. Right now it's empty, which is the whole point of this phase.
- Sharon TilleySo credit control would see this too. When a client is late paying, they can see whether we had a bad month with them.
- Laura PenhaligonExactly that. A lot of customers find that's where it pays off. You can ask in plain English, something like, which clients with a serious incident this quarter are also overdue, and it answers from the joined data.
- Sharon TilleyRight. That's the one I'd use on Monday mornings. Mm. And it won't tell a client anything we haven't said ourselves?
- Laura PenhaligonNo. It's your people asking, inside your own Snowflake account. Nothing goes outside. It just reads what you already hold.
- Kamal HusseinThat's my second question. Access. Forty licensed users. Who gets in on day one? I'd rather not open it to everyone and then have to close it.
- Laura PenhaligonSensible. Most customers start with a pilot group and widen out. Sharon, who would you want in the first wave?
- Sharon TilleyAccount managers first, all of them. Then the control-room supervisors, not the operators yet. Credit control, two or three people. And me. That's well inside forty, so we have room to grow.
- Laura PenhaligonThat works. And at the moment it's really just the two of you using it, so there's plenty of room. Kamal, you're the admin, so you control invitations.
- Kamal HusseinYes. I'd like a short written list of who has what, so I can show the rest of the business who can see which data. Particularly the finance data.
- Laura PenhaligonGood instinct. We'll draft a roles sheet and you can edit it. Finance data visibility is a decision for you and Sharon, not us. And Sharon, I know you never commit budget without Nigel, but this one doesn't need him, it's inside the licence.
- Sharon TilleyYes. I'll keep Nigel in the loop anyway. He likes to know.
- Laura PenhaligonOf course. Okay, third question, Kamal, you said you had three.
- Kamal HusseinYes. Backout. If we turn on the control-room connector and it puts load on the reporting database, how do I turn it off again quickly? I won't change a live system without a way back.
- Laura PenhaligonGood. Two things. One, we schedule the first pull for outside business hours, and we throttle it so it reads gently. Two, you can pause the connector from the admin page yourself, with one switch, and nothing is deleted, it just stops. I'll show you.
- Laura PenhaligonSee here? Pause. And here is the history of every run, how many records it read, and how long it took. If a run looks odd, you see it straight away.
- Kamal HusseinThat's what I wanted. I'll test the pause on the finance connector first, since that one's already running.
- Laura PenhaligonPlease do. Better to try it on something low risk.
- Sharon TilleyLaura, can I ask about timing? Because I need to tell the account managers something. When do they get it?
- Laura PenhaligonFair. Our standard Growth implementation runs about eight weeks from kickoff. The aim is for the CRM and accounting data to be usable early, probably within the first few weeks, and then rostering and the control room after the mapping is agreed. I'd rather promise you a sequence than a date I can't stand behind.
- Sharon TilleyThat's fine. I'd rather have the order right. Account managers can start with finance and CRM and that's already better than today.
- Laura PenhaligonGood. And the order form carries the connector commitments, and Lewis and Daniel know the detail, so if anything slips I'll tell you straight away rather than let it sit.
- Sharon TilleyGood, because I won't let an incident report sit and I don't like a project report sitting either.
- Laura PenhaligonNoted. Ha.
- Kamal HusseinOne more thing, if I may. The helpdesk connector. Our internal ticket system is separate from the client one. Which do you mean?
- Laura PenhaligonGood catch. In the order form it's the system where client queries and complaints are logged. Is that the one Sharon's team uses?
- Sharon TilleyYes, client queries. The internal IT desk isn't needed. Kamal, you can keep that one to yourself.
- Kamal HusseinGood. I'll make a note in the runbook so whoever follows me knows which is which.
- Laura PenhaligonLovely. Tidy hand-over matters, because if the admin moves on, the next person needs the context. We often suggest a second admin, just as a safety net. Have you thought about who?
- Kamal HusseinNot yet. Maybe someone from finance. I'll raise it with Sharon.
- Sharon TilleyYes, let's do that. Don't leave it with one person. I've seen what happens.
- Laura PenhaligonOkay. Let me recap the actions, and tell me if I've got something wrong. Kamal, you check the mapping with finance and give us the contract code and account reference bridge, and you confirm when the overnight jobs finish for rostering and the control room. Sharon, you send Kamal the names of the account managers who will help clear the unmatched list, and you decide the first wave of users with Kamal.
- Kamal HusseinAnd I test the pause switch on the finance connector.
- Laura PenhaligonYes, thank you. And from my side, I'll send the roles sheet draft, the unmatched client list once the mapping is built, and a one page plan with the sequence of connectors so Sharon has something to show the account managers.
- Sharon TilleyThat's all I need. Can you send it before the end of the week?
- Laura PenhaligonI can do the plan and the roles sheet by Thursday. The unmatched list depends on Kamal's mapping, so that will follow.
- Kamal HusseinI'll aim to get you the mapping early next week. I'd rather give you the right one than a quick one.
- Laura PenhaligonPerfect. Any last questions from either of you?
- Sharon TilleyNo. Good call. Short and useful, my favourite kind.
- Kamal HusseinNothing from me. I'll send my notes in writing so there's a record.
- Laura PenhaligonBrilliant, thank you both. Speak soon, and good luck with that alarm panel, Sharon.
- Sharon TilleyThanks, Laura. Bye now.
- Kamal HusseinBye. Kamal.
Callsmade from