Marlcliff Security Services / BG-Demo – Onboarding
Callcompleted
Marlcliff Security Services · 21 Jul 2025 14:45
Onboarding call on 21 Jul 2025. Sharon Tilley wants incidents, invoices and calls in one place. First-wave connectors, the finance client code as anchor and a pilot group were agreed. Roster history and a single admin are open risks.
What was said
What this says
As at Fri 9 Oct 2026Onboarding call on 21 Jul 2025. Sharon Tilley wants incidents, invoices and calls in one place. First-wave connectors, the finance client code as anchor and a pilot group were agreed. Roster history and a single admin are open risks.
What happened: Laura Penhaligon agreed a first wave of rostering, control room, finance and CRM, with the finance client code as the anchor. Kamal Hussein took actions on roster history, a backup admin, client list exports and the runbook.
Customer view: Sharon wants account managers to see sites, incidents and invoices together. Her test for everything is what the client heard from Marlcliff.
Commercial: Growth gives eight connectors and forty named users, with a soft limit. Sharon said she would fill most of the licences, though not on day one. Laura said nothing changes the contract.
Watch: The rostering feed holds only a fortnight of history, and Sharon needs more. Kamal is the only admin, and sensitive incident text needs an access decision that Nigel sees first.
Themes
As at Fri 9 Oct 2026Theme
Growth onboarding and connectors
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 ask the rostering supplier about historic roster data and export the client and site lists.
- Sharon to name a credit control contact, a control-room supervisor and the pilot group.
- Laura to send the access options for incident text and a first pass at client matching.
Risks
As at Fri 9 Oct 2026- The rostering feed holds only a fortnight of history, which could delay the eight-week plan if the supplier is slow.
- Kamal Hussein is the only admin until a backup is confirmed.
- Sensitive control-room incident text needs an access decision before wider rollout.
Opportunities
As at Fri 9 Oct 2026- Sharon expects to fill most of the forty Growth licences once the pilot group has shaped the rollout.
- Call and email search could be a second-wave addition once compliance is involved.
Transcript
Laura PenhaligonHello, hello. Can you hear me all right? I've got a little bit of an echo on my side.
Kamal HusseinYes, I can hear you. No echo here.
Sharon TilleySame. Afternoon, Laura. Sorry, I'm just coming out of another call, give me a second to shut the door.- Laura PenhaligonNo rush at all. Afternoon, both. I'll put my headphones in, that might sort the echo. Right, is that better?
- Sharon TilleyMuch better. Okay. I'm here. It's been a week, I'll say that. We had a burglar alarm that kept tripping at a client's warehouse, three nights running, and the client heard about it from their own insurer before they heard it from us. Which is not how I want it to go.
- Laura PenhaligonOh, that's not great. Did you get it sorted?
- Sharon TilleyMostly. The account manager rang them this morning and we've sent the incident report. But it's exactly why I wanted this. Which site, which shift, what did the client hear from us. I want all of that in one place, not in four systems.
- Laura PenhaligonYeah, that's the whole point of it, really. Good, that gives us a nice thread for today. Kamal, how are you doing?
- Kamal HusseinFine, thanks. Quiet. I'll start with the open tickets, if that's okay. There aren't any open with you at the moment. I've got one note of my own, about the rostering export, but I'll come to that when we talk about connectors.
- Laura PenhaligonPerfect, that's a good place to be starting from. So the plan for the next forty-odd minutes. I want to go through where we are, then the connectors and the order we bring them in, then who owns what on your side, and then what happens in the next couple of weeks. Does that sound right?
- Sharon TilleySounds right. And I'll be honest, I want to hear a date for when my account managers can actually use it. They keep asking.
- Laura PenhaligonFair. I'll try to give you something firm by the end. Let me just recap where we've got to first. You're on Growth, so you've got up to eight connectors and forty licensed users. Right now only a handful of people have logged in, which is normal at this stage, it's mostly been Kamal and a couple of others poking around.
- Kamal HusseinThat's me, mainly. And Sharon, once or twice.
- Sharon TilleyTwice. I looked at it and thought, there's nothing in there yet. Which I know is expected.
- Laura PenhaligonExactly expected. The empty shelves are the connectors not being switched on yet. So the thing I want to nail down is the order. When we scoped this, the idea was account managers, the control room and credit control all seeing each client's sites, incidents, calls and invoices together. Have I got that right?
- Sharon TilleyThat's it. Around two thousand business clients, and every one of them has sites, and every site has its own history. At the moment if a client rings and asks about an invoice and an incident in the same breath, someone has to put them on hold and go round the houses.
- Laura PenhaligonRight. So I'd suggest we think about it in two waves. First wave is the ones that make the client picture: the rostering system, the control-room system, the finance system and the CRM. Second wave is the softer stuff: calls, email, the helpdesk and whatever else you want to add after. Kamal, what do you think?
- Kamal HusseinYeah. I think that's sensible. The first four are the ones where the client list has to line up. I'll check the connector for the control room first, because that one has the most history and I know it has some odd fields.
- Laura PenhaligonOdd in what way?
- Kamal HusseinClient codes, mostly. The control room uses one code per site. The finance system uses one per client account. The CRM, well, it's got its own. So to say a site belongs to a client, there's a mapping, and it's in the runbook, but it's not perfect.
- Laura PenhaligonOkay. That's useful, and it's the sort of thing we'd rather hear now than in week six. When you say not perfect, do you mean some sites have no client attached, or some have the wrong one?
- Kamal HusseinBoth, a little. A few sites were set up under a trading name and the client later changed it. So you can get two codes for what is really one client. I'd want to look at the list before I say how many. I don't want to guess.
- Sharon TilleyAnd that's the stuff that bites me. If the same client shows up twice, the account manager sees half the picture and thinks everything's fine.
- Laura PenhaligonYes. So here's what I'd propose. Before we connect anything for real, Kamal exports the client list from the finance system and the site list from the control room, and we do a proper match. One client, one record. We'll do the first pass on our side to flag the doubtful ones, and you or someone you trust decides what's right. Is that workable?
- Kamal HusseinThat works. Which client code is the master, though? I'd say the finance one, since that's what the invoices hang off.
- Sharon TilleyFinance one. Yes. Credit control would have my head otherwise.
- Laura PenhaligonGreat, finance code as the anchor, and the others map to it. I'll write that down as a decision. Now, Kamal, you mentioned the rostering export.
- Kamal HusseinYes. The rostering system can send a nightly file, but it only includes the next fortnight. Anything older drops off. So if you want who was on which shift last month, we'd need the history pulled a different way.
- Laura PenhaligonRight, and that matters. Sharon, do you need history, or is forward-looking enough?
- Sharon TilleyHistory. Definitely. If there's an incident, the first question is who was on site, and that's usually asked weeks later when the client complains. Not a fortnight ahead.
- Laura PenhaligonOkay, so that's a requirement, not a nice-to-have. Kamal, is there a way to get a one-off history load and then keep the nightly feed adding to it?
- Kamal HusseinI think so. I'd need to ask the rostering supplier what they can give us, and I'd want a backout plan before I touch any of the export settings. It's a live system, the rosters go out to officers from it. I'm not going to change something and find out on a Sunday night.
- Sharon TilleyNo. Please do not do that on a Sunday night.
- Laura PenhaligonHa, agreed. So I'll say that's an action for you, Kamal: ask the supplier about historic roster data and report back. And we don't change anything live until you've got the backout written down. Does a week feel realistic for the answer?
- Kamal HusseinA week for the answer, yes. Whether they do it in a week, I can't promise.
- Laura PenhaligonUnderstood. We'll plan around it. Let's park the history load and keep the other three of the first wave moving, so we don't hold everything up on one supplier.
- Sharon TilleyGood. Because I'm not waiting on the rostering supplier to get account managers using this. They can start with incidents and invoices.
- Laura PenhaligonThat's how I'd do it. Let's talk about the finance connector. Who looks after the finance system on your side?
- Kamal HusseinI set up the integration originally, but day to day it's our finance team. There's someone in credit control who knows the ledger far better than I do. I'd bring them in for the mapping.
- Sharon TilleyYes, let's get credit control in. I'll ask them to give you an hour. I can't name who yet, I need to check who has the capacity this month.
- Laura PenhaligonNo problem. Just a person by role is fine for now. What matters is that someone owns the invoice side, because that's where questions will come up. Why is this client's balance showing like that, is that right. If nobody owns it, people stop trusting the answers.
- Sharon TilleyRight. That's the thing I worry about most. If the first answer an account manager gets is wrong, they'll never come back to it.
- Laura PenhaligonWhich is why I'd rather go slowly and get the first wave clean. And one other thing on that. B-Viz refreshes overnight, and it's meant to be complete by 07:00 each business day. So people sitting down in the morning see yesterday's position. If a source is late or breaks, we want to know before your account managers do.
- Kamal HusseinWho tells me if the refresh is late?
- Laura PenhaligonGood question. For now it would be me during implementation, and after that your customer success manager, Daniel Okafor, and the support team. I'd also suggest you're named as the admin contact, so alerts about connectors come to you.
- Kamal HusseinThat's fine. I'd like that. I'll put a note in the runbook so it isn't only in my head.
- Sharon TilleyPlease do. Everything that's only in your head, Kamal, I worry about.
- Kamal HusseinI know. It's going in.
- Laura PenhaligonLovely. Right, let me ask about the control room. That's the one with the incidents. What does an incident look like in there? Is it free text, or are there categories?
- Sharon TilleyBoth. There's a category, like alarm activation, patrol missed, keyholder called out, and then a free-text log from the operator. The free text is where the real story is. I ran that room for years, so I know. Operators write what they actually saw.
- Laura PenhaligonThat's gold for the search, honestly. People will be able to ask in plain English, something like which sites had repeated alarm activations this month, and the log text will help answer it. But it also means the quality of those logs matters. Any sensitive stuff in there? Names of officers, things you'd not want everyone seeing?
- Sharon TilleyYes. Officers' names, sometimes details about a person on site. I never blame an officer to a client, and I don't want a tool that makes that easy by accident. So who sees what has to be thought about.
- Laura PenhaligonUnderstood. Let's make that a proper item. On Growth we can control who sees which sources, and we should decide early which teams get the control-room logs in full and which get a lighter view. Can I suggest that's you and Kamal deciding, with a short list from me of the options?
- Sharon TilleyYes. And I'll want Nigel to see it before anything is switched on for the wider group. I don't commit anything without him.
- Laura PenhaligonOf course. I won't ask you to commit anything today. This is only about the setup, nothing that changes the contract.
- Sharon TilleyGood. Just checking.
- Kamal HusseinCan I ask something about the licences? It's forty users. Is that named people, or concurrent?
- Laura PenhaligonNamed users, forty on Growth. It's a soft limit, so if you go a bit over nobody will cut anyone off, but we'd have a conversation. Do you think you'll be near it?
- Sharon TilleyAccount managers, control-room supervisors, credit control. I'd guess we'd fill most of it. Maybe not on day one. Let's see who actually uses it.
- Laura PenhaligonThat's sensible. I'd actually start smaller. A pilot group, maybe a handful of account managers and a couple of supervisors, and get their feedback before we open the doors. People are much kinder to a tool when it's been shaped by their own colleagues.
- Sharon TilleyI like that. I know exactly which account managers. The ones who complain loudest, so they'll be honest.
- Laura PenhaligonPerfect. Honest is what we want. So, owners. Let me say what I've got and you tell me if it's wrong. Sharon is the business owner and the sponsor. Kamal is the technical owner and admin. Credit control, a named person on the finance side, owns the invoice data. And someone from the control room, a supervisor, owns the incident data. That's four.
- Kamal HusseinMm. That's right. Should there be a backup admin? If I'm off, or on leave, I'd like someone else who can look at the connectors.
- Laura PenhaligonYes, good thinking. One admin is a risk. I'd recommend a second one. Does someone in your team have the right sort of access?
- Kamal HusseinThere's a colleague in IT who covers when I'm away. I'd need to check he's happy to be put forward. I'll ask him and let you know.
- Laura PenhaligonGreat, thank you. That's another action for you.
- Sharon TilleyYou've got a list of those, Kamal.
- Kamal HusseinI do. I'm writing them down. Supplier on roster history, backup admin, client list export, runbook note.
- Laura PenhaligonPerfect. Okay. Let me talk about the Snowflake side, because it's a bit different from most tools. B-Viz is built and run inside your own Snowflake account. So your data doesn't leave your environment. For you, that means someone needs to set up the account access we need, and Kamal, that'll be you or your IT colleague.
- Kamal HusseinI've already had a look at the access request you sent. It's reasonable. I'd like to do it in a test area first rather than anywhere near production.
- Laura PenhaligonThat's exactly what I'd hope you'd say. We start in a clean area, load the first wave, check it, and only then point people at it.
- Sharon TilleyHow long does that take? I know you said eight weeks at the start. Is that still right?
- Laura PenhaligonEight weeks is the implementation plan for Growth, and nothing I've heard today changes that. What could change it is the roster history, if the supplier is slow, and the client list clean-up, if it turns out bigger than we think. I'd say we should know more in a fortnight.
- Sharon TilleySo in a fortnight you'll tell me if we're on track.
- Laura PenhaligonI will. Honestly, and early if it slips. I'd rather you hear it from me than find out another way.
- Sharon TilleyThat's all I ask. What did the client hear from us, that's my test for everything.
- Laura PenhaligonHa. Fair enough. I'll borrow that.
- Kamal HusseinCan I raise the calls and email? Not for the first wave, but I want to know how they'd fit in later.
- Laura PenhaligonPlease do.
- Kamal HusseinOur account managers use the phone a lot, and the calls are recorded. The control room too. If those recordings are searchable, that's a lot of material. I'd want to know what's kept and for how long, because there are rules about that.
- Laura PenhaligonYou're right to flag it. For second wave we'd look at what the call recorder holds, what your retention rules say, and only bring in what you're allowed and want to bring in. Nothing goes in just because it can. And I'd want your data protection lead in that conversation, whoever that is by role.
- Sharon TilleyThat'll be someone in compliance. Let's get them in before we promise anything to account managers about call search.
- Laura PenhaligonAgreed. I won't promise it either. Right, I know we have a few minutes left, so let me play back what I've written, and you stop me if I've got anything wrong.
- Laura PenhaligonDecisions. One: first wave is rostering, control room, finance and the CRM. Two: the finance client code is the anchor, everything maps to it. Three: we start in a test area in Snowflake, not production. Four: a pilot group of account managers and supervisors before we open it to all forty users. Five: sensitive incident text gets an access decision before wider rollout, and Nigel sees it first.
- Sharon TilleyYes. All of that.
- Laura PenhaligonActions. Kamal: ask the rostering supplier about history, ask your IT colleague about being backup admin, export the client and site lists, and put the refresh alerts into the runbook. Sharon: find a person in credit control, name a control-room supervisor, and choose the pilot group. Me: send the access options for incident text, and a first pass at the client matching once I have Kamal's lists.
- Kamal HusseinCan you send me that in writing? I'd like to tick them off.
- Laura PenhaligonOf course. I'll send a summary today. Probably this evening, to be honest, I've got another meeting straight after this.
- Sharon TilleyFine. Laura, one last thing. When can an account manager sit down and ask it a real question? Give me your best guess.
- Laura PenhaligonBest guess, if the lists are clean and the roster history doesn't block us, the pilot group could be asking real questions about incidents and invoices a few weeks from now, well before the eight weeks are up. I'll firm that up at our check-in in a fortnight.
- Sharon TilleyGood. I can sell that to them.
- Kamal HusseinThanks, Laura. That was useful. I know what I'm doing this week.
- Laura PenhaligonBrilliant. Thanks, both. Speak soon, and good luck with the warehouse alarm.
- Sharon TilleyThanks, Laura. Cheers, Kamal.
- Kamal HusseinBye. Kamal.
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