Marlcliff Security Services / BG-Demo – Training
Callcompleted
Marlcliff Security Services · 8 Aug 2025 16:15
Training call on 8 Aug 2025 for Lorraine Coombes and Kamal Hussein. Lorraine got useful answers from chat, pinned a renewal question and built a retail dashboard. Usage is rising and no tickets are open.
What was said
What this says
As at Fri 9 Oct 2026Training call on 8 Aug 2025 for Lorraine Coombes and Kamal Hussein. Lorraine got useful answers from chat, pinned a renewal question and built a retail dashboard. Usage is rising and no tickets are open.
What happened: Laura Penhaligon walked Lorraine through pages, search, chat and the dashboards builder using one of her own retail accounts. Lorraine pinned a renewal question and built three tiles.
Customer view: Lorraine began unsure about chat and ended positive. She said it was far less scary than expected and plans to show other account managers.
Commercial: Kamal noted more people logging in than at the start. Laura said the forty licences leave plenty of room, and Kamal had not yet built a dashboard himself.
Watch: Kamal wants the CRM renewal dates checked against contracts. Call playback rights are still unconfirmed.
Themes
As at Fri 9 Oct 2026Theme
Growth user training
Importance
praise
Sentiment
positive
Voice
user
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Kamal to write the dashboard ownership note and check call playback rights.
- Laura to send a short guide on wording questions by early next week.
- Lorraine to send odd answers to Laura or Daniel Okafor.
Risks
As at Fri 9 Oct 2026- Renewal dates in the CRM may be wrong, so answers built on them need checking against contracts.
- Call playback rights for all users are not yet confirmed.
Opportunities
As at Fri 9 Oct 2026- Lorraine will show other account managers, which could widen use within the forty-user Growth allowance.
- The dashboards builder has not yet been used, and Lorraine's retail overview is a first example.
Transcript
Laura PenhaligonHello, hello. Can you hear me alright? I've got a little delay on my side.
Kamal HusseinHi Laura, yes, you're clear. Lorraine's just joining, I can see her in the lobby.
Lorraine CoombesSorry, sorry, I was stuck on the phone with a client. Is it on? Can you hear me?- Laura PenhaligonLoud and clear. Good afternoon, Lorraine. You're not late, we've only just started. How's your Friday going?
- Lorraine CoombesBusy, but good busy. Half the retail contacts are trying to get everything sorted before the weekend, and it's heaving down here in Bristol. Rain all week and then suddenly sunshine at four o'clock, typical.
- Laura PenhaligonHa, same in London. Right, shall we get going? I know you've both got a long day behind you, so I'll try to keep it practical.
- Kamal HusseinBefore we start, can I just run through the open tickets? Habit. There aren't any. Nothing open, nothing raised since the last session, so I'll check the connector list at the end but I don't expect surprises.
- Laura PenhaligonThat's lovely to hear. I looked this morning and it's all quiet on our side too. So today is mostly for Lorraine and the account managers, how you actually ask questions and get something useful back. Lorraine, how much have you used it so far?
- Lorraine CoombesA bit. I've been poking about. I've used the search, mostly, to find a client and see their sites. But I don't really trust myself with the chat bit. I never know how to word things.
- Laura PenhaligonThat's the most common thing I hear, and honestly it's easier than you think. Let me share my screen. Can you see it? It should be the home page for your workspace.
- Lorraine CoombesYes, I can see it. Marlcliff at the top, and a search box.
- Laura PenhaligonPerfect. So there are three ways in, and they're all on the Growth plan you've got. Pages, which are the summaries per client or per site. Search, which is just find me the thing. And chat, where you ask in plain English. Let's start with pages because that's what you'll live in.
- Kamal HusseinWhich client code is that, on the page you've got up?
- Laura PenhaligonGood question, Kamal. It's one of the test clients from the implementation, so no real data on it. Lorraine, pick one of your own retail accounts and we'll use that instead. Whoever's on your mind.
- Lorraine CoombesOkay, um. Let's do one of the big shopping centre ones. They've been on at me about a missed patrol last week. I'll type it in. Is it just the name?
- Laura PenhaligonJust the name is fine. It'll suggest. Yes, that one. Click through.
- Lorraine CoombesOh. Right. That's all of it? That's the sites, the incidents, the invoices, and the calls with them. I normally have about four screens open for this.
- Kamal HusseinThat's the point of the whole project, really. It's the one client list. The rostering, control room and finance feeds all land against the same client record now. It's in the runbook which system feeds which section.
- Laura PenhaligonExactly. And each block on the page says where it came from, so if something looks wrong you know which source to look at. Lorraine, scroll down to incidents.
- Lorraine CoombesMm. There's the missed patrol. It's flagged. And a note from the control room. Gosh, I'd have had to ring them for that.
- Laura PenhaligonRight, so now try the chat. Top right, the speech bubble. Ask it what you'd ask a colleague. Something like, what incidents has this client had this month, and are they up to date on their invoices.
- Lorraine CoombesHang on, I'm typing. It's a bit slow, my keyboard is awful. Okay. Sent.
- Laura PenhaligonGive it a few seconds. It's reading across the sources and then answering.
- Lorraine CoombesIt's come back. It's listed the incidents, and says nothing is overdue on the invoices. Is that right, Kamal? Would credit control agree?
- Kamal HusseinI'll check the connector. Finance refreshes overnight, so it's as of this morning. Yes, I can see the same on the ledger side. Nothing overdue. Fine.
- Laura PenhaligonAnd that's the habit I'd like you to build: ask, then glance at the sources it shows underneath. Click the little references under the answer. Those open the actual record.
- Lorraine CoombesOh, nice, so I can see the call it's pulling from. Can I listen to it?
- Laura PenhaligonYou can read the transcript and jump to the point in the recording, depending on how your call recorder is set up. Kamal, that's connected on your side, isn't it?
- Kamal HusseinYes. It's connected. I'd have to check whether everyone has playback rights, though. I'll look after this call. I don't want to guess.
- Laura PenhaligonSensible. Right, let me show you how to word things better, because the wording matters. Vague questions get vague answers. Compare: tell me about this client, versus, which sites for this client had an alarm activation in the last few weeks and who attended.
- Lorraine CoombesSo be specific, basically. Name the thing, name the time period.
- Laura PenhaligonYes. And if it gets it wrong, say so. Just type, no, I meant the mobile patrol, not the static guard. It keeps the thread.
- Lorraine CoombesLet me try one. How many clients in retail have a contract coming up for renewal this quarter? Is that too woolly?
- Laura PenhaligonNot at all, that's a good one. Send it.
- Lorraine CoombesIt's given me a list. Oh, and a couple I'd forgotten about. That's actually really useful, I normally do that off a spreadsheet that Kamal's team sends round.
- Kamal HusseinWhich I'd be happy to stop sending. It was never meant to be permanent. Though check the end dates against the contracts, please. The renewal field in the CRM is only as good as whoever typed it.
- Laura PenhaligonFair point, and that's a good rule generally. The brain tells you what the systems say. If the system's wrong, the answer will be too. Which is another reason Kamal's clean-up work mattered.
- Lorraine CoombesCan I ask something slightly off topic? Can I save a question? I'll want to ask that one every month.
- Laura PenhaligonYes, exactly what I was going to show next. Top of the answer, there's a pin icon. Pin it to a page of your own. You can also share it with the team, so the other account managers see the same view.
- Lorraine CoombesPinned. And it's called what, my pages? Right. Brilliant. I'll show the others on Monday.
- Laura PenhaligonDo. I think that's the best way to roll it out, honestly. One person who gets excited and shows the others is worth ten emails from me.
- Kamal HusseinIt's already happening a bit. More people logging in than at the start. I've noticed it in the admin view.
- Laura PenhaligonI saw that too, it's a big jump, which is great. You've got licences for forty users, so there's plenty of room. Okay, let's do the dashboards builder, because you have that on Growth and I don't think anyone has used it yet.
- Kamal HusseinNo. I've looked at it but not built anything. I'd rather see it done once before I do it.
- Laura PenhaligonTotally. I'll build a simple one live. Lorraine, what would you want to see on one screen about your retail clients?
- Lorraine CoombesHmm. Incidents by site, I suppose, for the month. And then who's got an overdue invoice, because I get chased by credit control for that all the time. And maybe call volume, so I know who's been ringing us.
- Laura PenhaligonPerfect, three tiles. New dashboard, give it a name. Retail overview. Now add a tile and it asks what you want to show. You can type it like a question again.
- Lorraine CoombesSo I type, incidents by site for retail clients this month. And then it draws a chart. Oh, it's a bar chart. Can I change it?
- Laura PenhaligonClick the chart type. Table, bar, line. Table might suit you better for incidents. There you go.
- Lorraine CoombesYes, table. That's better. Second tile. Overdue invoices for retail clients. Hm, it's showing none.
- Kamal HusseinWhich fits with finance. We're on top of it at the moment. Credit control will be happy for a change.
- Lorraine CoombesHa. They'll still find someone to chase. Third one, call volume by client. Done. Oh, that looks quite professional, actually.
- Laura PenhaligonIt does. Now, the share button. You decide who can view and who can edit. I'd keep edit to yourself and Kamal for now, and let the rest view. That avoids someone tweaking a tile and nobody knowing why.
- Kamal HusseinAgreed. I'll put it in the runbook that dashboards have a named owner. Otherwise they pile up.
- Laura PenhaligonGood. Right, what else should we cover? I had search filters and a quick word on how the nightly refresh works, so you know when data is fresh.
- Lorraine CoombesYes please, the refresh thing. I had a client ask me at lunch whether the call we'd had yesterday would be in there. I said I didn't know.
- Laura PenhaligonSensible answer. So the refresh runs overnight and should be finished by seven in the morning on business days. A call from yesterday afternoon will be there the next morning. A call from an hour ago won't be, not yet.
- Lorraine CoombesOkay, that's simple enough. So I just shouldn't expect live.
- Laura PenhaligonRight. And if something looks stale in the morning, tell Kamal, and he'll raise it with us. Don't just assume it's you.
- Kamal HusseinI'll check the connector and update the ticket either way. I never leave one without an update.
- Laura PenhaligonWhich we appreciate. Now search filters. Go back to the search box, Lorraine, and type a client name, then click filters on the right.
- Lorraine CoombesGot it. Filter by source, so emails, calls, tickets. And by date. Oh, that's useful, I can just look at emails from the last month for one client.
- Laura PenhaligonYes. And it respects permissions, so you only see what you're allowed to see in the source system. Kamal set that up carefully.
- Kamal HusseinMostly mirrored from the existing roles. Control room sees the control room data, credit control sees the ledger, account managers see their own clients. If anyone says they can't see something, it's nearly always a role question.
- Lorraine CoombesThat's reassuring, because some of the incident notes are quite sensitive. I wouldn't want a junior seeing everything.
- Laura PenhaligonQuite right. Okay. I think we've covered a lot. Let me recap what I've heard and then we can talk about what happens next. Lorraine, you're going to pin your renewal question, share the retail dashboard on Monday, and try the chat a few times a day for a week. Does that sound doable?
- Lorraine CoombesVery doable. I might even enjoy it. I'll send you any odd answers I get so you can see what it did.
- Laura PenhaligonPlease do, send them to me or to Daniel, your customer success manager. He'll want to hear how it's landing. And Lewis, on the sales side, will be pleased to hear it's going well.
- Kamal HusseinI'll write up the dashboard ownership note and check the call playback rights. I'll email you both once that's done.
- Laura PenhaligonLovely. And I'll send a short guide on wording questions, with the examples we used today, by early next week.
- Lorraine CoombesThank you, both. That was far less scary than I expected.
- Laura PenhaligonGood, that's the aim. Have a lovely weekend, both of you, and enjoy the sunshine.
- Kamal HusseinThanks Laura. Speak soon.
- Lorraine CoombesBye all. Cheers.
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