Marlcliff Security Services / BG-Demo – Onboarding
Callcompleted
Marlcliff Security Services · 14 Jul 2025 12:15
Second onboarding call. Rostering is loading, the control-room incident log is half done and the finance connector waits on scope. Sharon will not let account managers in until the client mapping is right.
What was said
What this says
As at Fri 9 Oct 2026Second onboarding call. Rostering is loading, the control-room incident log is half done and the finance connector waits on scope. Sharon will not let account managers in until the client mapping is right.
What happened: Kamal confirmed rostering is loading and its record counts matched. The control-room incident log is coming through but the call recordings are not, and the finance connector is waiting on a login and an agreed scope.
Customer view: Sharon spent an hour piecing together a weekend alarm incident from three places. Kamal said that if the codes are wrong, people lose trust in the first week and don't come back.
Commercial: Usage is limited to the two or three people logging in. Sharon expects the user list to be under forty on the Growth licence, but not by a lot.
Watch: Three different client codes are in use, and Kamal's spreadsheet is out of date. Sharon will think about a second admin, but not yet.
Themes
As at Fri 9 Oct 2026Theme
Onboarding progress, 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 send the mapping spreadsheet and the user list.
- Sharon to get the finance connector scope from credit control by Thursday.
- Laura to send the field list and training outline and set up the next week's call.
Risks
As at Fri 9 Oct 2026- Three client codes across the systems and an out-of-date mapping spreadsheet could undermine trust at launch.
- The finance connector is blocked until credit control agree the scope.
- Admin cover rests on one person, and a second admin is not yet named.
Opportunities
As at Fri 9 Oct 2026- Sharon expects the user list to be close to the forty Growth users, which leaves little headroom beyond the first wave.
- Per-group training on the customer's own data could build adoption among account managers.
Transcript
Laura PenhaligonHello, can you hear me all right? I've got the recording banner up, so we should be live.
Kamal HusseinYeah, I can hear you. Afternoon, Laura.- Laura PenhaligonAfternoon, Kamal. Is Sharon with us?
Sharon TilleyI'm here, I'm here. Sorry, I'm in the corner of the ops floor because the meeting room's been double booked. If you hear a phone, that's the control room, ignore it.- Laura PenhaligonNo problem at all. Bit of background noise makes it feel real. How's your Monday going?
- Sharon TilleyBusy. We had a night alarm go off at a client's warehouse on Saturday and the key holder didn't pick up for ages. So I've spent the morning on that. What did the client hear from us, that's what I keep asking. Anyway, it's sorted. Sort of.
- Laura PenhaligonThat's actually quite a good lead in, because that's exactly the sort of thing we want you to be able to see in one place. But let's do Kamal's bit first, I think he usually opens with the tickets.
- Kamal HusseinYeah. Open tickets, so, there aren't any. I had a look before the call. Nothing raised, nothing waiting on us, nothing waiting on you.
- Laura PenhaligonWhich is what we'd expect at this point, to be fair. You're still early in the implementation, so quiet is good. Quiet is not the same as everything being connected, though, so let me share my screen and we'll go through where we are.
- Kamal HusseinSure.
- Laura PenhaligonRight, can you see the implementation plan? Is that big enough?
- Sharon TilleyI can see it. A bit small, but I've got my glasses on this time.
- Laura PenhaligonI'll zoom in. So, three groups of work. First, the connectors. Second, getting the client list straight, which I think is the biggest one for you. Third, getting people actually using it, because at the moment it's really only the two or three of you logging in.
- Sharon TilleyWhich is fine for now, isn't it? We haven't told the account managers anything yet. I didn't want them poking around half built.
- Laura PenhaligonCompletely fine. That's deliberate, and I'd rather they saw it once it's got their clients in it. But we'll want to talk about when. You've got forty users on the Growth licence, and we should be thinking about who gets those.
- Sharon TilleyYes. Account managers obviously, the control room supervisors, credit control. Not every officer, that's not the point of it.
- Laura PenhaligonNo, not every officer. Okay, hold that thought, we'll come back. Connectors first. Kamal, the rostering system is the one you got furthest on.
- Kamal HusseinYeah. Rostering is connected and it's loading. It's pulling sites, shifts and the officer assignments. I checked the record counts against a report from the rostering system last week and they matched, apart from some sites that are marked closed.
- Laura PenhaligonThat's good. Do you want closed sites in there or not? I'd lean towards keeping them, because people ask about old contracts, but it's your call.
- Kamal HusseinKeep them, but flagged. I'll check the connector setting for that. I don't want to change anything live without a way back, so I'll do it in the test copy first.
- Laura PenhaligonPerfect, that's exactly how I'd do it. Second one, the control-room system. That's the incidents and the alarm logs.
- Kamal HusseinThat one's half done. The incident log is coming through. The call recordings from the control room aren't, because the export format is a bit awkward. It's in the runbook, what the vendor told us, but I haven't had time to try it.
- Sharon TilleySorry, can I jump in? When you say incidents, does that include the Saturday one? Because that's what I want to be able to pull up. Which site, which shift, who was called, when.
- Kamal HusseinIt should. It updates overnight, so Saturday's will be in by now. Give me a second and I'll look.
- Kamal HusseinYes. It's there. The alarm, the callout, and the key holder attempts. Three attempts logged, then it escalates to the duty manager.
- Sharon TilleyRight. That's useful. That's the thing, I spent an hour this morning piecing that together from three places.
- Laura PenhaligonAnd that's the whole pitch, really. Once the client list is joined up you'd see that incident next to the site, the account manager, the contract and whether their invoices are up to date. Which brings me to the awkward bit.
- Kamal HusseinThe client list.
- Laura PenhaligonThe client list. Yeah. So I've been looking at how the same client shows up in each system, and they don't line up. Same company, different names, different codes.
- Kamal HusseinWhich client code is that? Because I know the rostering system uses its own site codes and the finance system uses account codes, and the control room has a third.
- Laura PenhaligonThat's it exactly. Three codes for the same customer. What I'd like to do is build a mapping table, one row per client, with each of the three codes. Then everything hangs off that.
- Kamal HusseinI've got a spreadsheet that does some of that. It's not complete. I made it for a different project and it's, um, a bit out of date.
- Laura PenhaligonThat's a great start. Could you send it over? I'll see how far it gets us, and then we'll list the gaps and you and Sharon can fill them in.
- Kamal HusseinI'll send it today.
- Sharon TilleyCan I ask something? There'll be clients with several sites. A retail group with a dozen shops, say. How does that look?
- Laura PenhaligonOne client, many sites. So the client is the parent row and the sites sit under it. You'd ask about the group and get all of them, or ask about one shop. Does that match how your account managers think?
- Sharon TilleyMostly. Some of them think site first, honestly. They know the shop, they don't always know the head office. But that's fine. Both is better.
- Laura PenhaligonBoth is what you'll get. Okay, third connector, the finance one. Kamal, where are we?
- Kamal HusseinThat's waiting. I need a read-only login for the accounting system and I want the finance team to agree what we can see. I don't want to just guess at what's sensitive.
- Sharon TilleyI'll talk to credit control this week. They'll want invoices and what's outstanding. Do you need payment details? Because I'd say no.
- Laura PenhaligonNo, we don't need bank details. Invoices, due dates, balances, credit notes. That's what makes it useful for the account managers: before they ring a client they can see whether that client's overdue.
- Sharon TilleyWhich they never know. They ring up to talk about a service problem and credit control have been chasing the same person for a month. Embarrassing.
- Kamal HusseinSo credit control agree the scope, I create the login, then I check the connector with a small slice before we load the lot.
- Laura PenhaligonYes, that's the order. And remember it all runs inside your own Snowflake account, so the data doesn't go anywhere you haven't already put it. That's usually the first thing finance ask.
- Sharon TilleyGood, I'll say that. Right, what else are you after from us?
- Laura PenhaligonMostly dates and owners. Can we go through them? I'll type as we go so we agree what's written down.
- Kamal HusseinFine.
- Laura PenhaligonSo, mapping spreadsheet from Kamal, today. Is that right?
- Kamal HusseinToday. Yes.
- Laura PenhaligonSharon, credit control scope for the finance connector, by the end of this week?
- Sharon TilleyLet's say Thursday. If I say Friday it'll slip to Monday. I'll get the head of credit control to reply to me directly.
- Laura PenhaligonThursday, lovely. Then Kamal creates the login after that. Next week, realistically?
- Kamal HusseinNext week, yeah. Once I've got the scope in writing.
- Laura PenhaligonAnd the control-room recordings. Do you want to try the export, or shall I speak to the vendor's support side with you?
- Kamal HusseinI'll try it on a small batch first. If it doesn't work I'll tell you and we'll go to them together.
- Laura PenhaligonGood. Right, now users. Sharon, you said account managers, supervisors and credit control. Roughly how many is that?
- Sharon TilleyHmm. Off the top of my head it's under forty, but not by a lot. I'd have to count. I'll send you a list of names and roles.
- Kamal HusseinI can pull it from the directory. Faster than counting.
- Sharon TilleyEven better. Kamal does that, and I'll say who's in and who's out.
- Laura PenhaligonLovely. Then the plan is a short training session per group, not one big one. Account managers want different things from credit control.
- Sharon TilleyDefinitely. Account managers will want to ask about a client before a visit. Credit control wants who's late. The control room supervisors will ask about incidents, repeat alarms at the same site, that sort of thing.
- Laura PenhaligonThat's a good list of first questions, actually. I'll write them up and use them as the examples, on your data, so it isn't generic. Would you rather start with account managers?
- Sharon TilleyYes. If they like it, the rest follows. If they don't, I'm in trouble.
- Laura PenhaligonThey'll like it if the client list is right. So that's the priority, honestly. Everything else can be a bit patchy for a week or two, but the mapping has to be good.
- Kamal HusseinAgreed. If the codes are wrong, people lose trust in the first week and don't come back.
- Sharon TilleyWhich is why I don't want them in until it's right. Are we okay on that?
- Laura PenhaligonYes, absolutely. We'll do a check together before anyone else gets a login. Kamal and I go through a sample of clients, you pick a few awkward ones, and we see if the answers look right.
- Sharon TilleyI'll pick the awkward ones. I know exactly which they are.
- Kamal HusseinOne thing. When we change the mapping after go live, say a client merges or leaves, who owns that?
- Laura PenhaligonGood question. Normally the admin, so you. We'd put it in the runbook so it's a short, repeatable job, and I can help you write that.
- Kamal HusseinOkay. I like having it in the runbook. Then whoever covers me knows what to do.
- Sharon TilleyYes, cover. Please. We can't have it all in one head.
- Laura PenhaligonFair. I'll add a second admin as a suggestion for the plan. Doesn't cost anything, it's just someone else who can look after the connectors.
- Sharon TilleyI'll think about who. Not today.
- Laura PenhaligonNo rush. Anything else, either of you? Anything worrying you?
- Kamal HusseinOnly the finance data. I'd like to know exactly what's going to be loaded before it goes in. Not after.
- Laura PenhaligonUnderstood. I'll send you the list of fields we'd pull, you and credit control mark anything out, and nothing loads until you say.
- Sharon TilleyThat works for me. Right, I need to run, there's another call about Saturday.
- Laura PenhaligonOf course. So to recap: Kamal sends the mapping spreadsheet and the user list, Sharon gets the finance scope by Thursday, I send the field list and the training outline, and we meet again next week. I'll put an invite out.
- Kamal HusseinFine. I'll update the runbook with the closed sites change too.
- Sharon TilleyThanks, both. Speak soon. Thanks, Sharon.
- Laura PenhaligonBye, Sharon. Thanks, Kamal.
- Kamal HusseinCheers, Laura. Kamal.
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