Marlcliff Security Services / BG-Demo – Check In
Callcompleted
Marlcliff Security Services · 26 Aug 2025 15:00
Sharon Tilley praised B-Viz after an account manager used it to brief a client during a warehouse alarm. Usage has spread to credit control. Control room supervisors and dashboards are the next steps. She is not discussing renewal.
What was said
What this says
As at Fri 9 Oct 2026Sharon Tilley praised B-Viz after an account manager used it to brief a client during a warehouse alarm. Usage has spread to credit control. Control room supervisors and dashboards are the next steps. She is not discussing renewal.
What happened: On the 26 Aug 2025 check-in, Sharon Tilley said an account manager used B-Viz to brief a client during a warehouse alarm. Credit control then began using it unprompted to check incident history before chasing overdue invoices.
Customer view: She called it better than she expected and said she keeps contracts. She asked what happens beyond the forty Growth users and was told the limit is soft. She will not commit anything without her boss.
Commercial: Control room supervisors and a dashboards walkthrough are inside the Growth tier, which includes dashboards she did not know she had. Daniel Okafor confirmed the order form subscription of £40k, running to 4 Jun 2026, and held back from any renewal talk.
Watch: One account manager is the go-to expert, which is a key-person risk. An incident summary misstated an attendance time, and a planned change to patrol logging could quietly break a feed.
Themes
As at Fri 9 Oct 2026Theme
Adoption spreading, rollout planning
Importance
praise
Sentiment
positive
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Daniel Okafor to offer session options once Sharon has asked the supervisors about a suitable time on the late rota.
- Daniel to check the wrong attendance time example, draft a one-page question list and test whether the late and unhappy view is possible.
- Daniel to send quarterly review dates with an account manager invited.
Risks
As at Fri 9 Oct 2026- One account manager is the go-to expert, so a fortnight's absence would strain the others.
- An incident summary gave a wrong attendance time, and a planned change to patrol logging could break a connected feed.
- Any user growth needs Sharon to clear it with her boss first, so nothing is committed.
Opportunities
As at Fri 9 Oct 2026- A control room supervisor session would extend Growth use to the people who brief clients in the first minutes of an incident.
- A dashboards walkthrough for account managers would use a Growth feature the customer did not know it had.
- Credit control wants a late and unhappy clients view, which may be buildable from data already connected.
Transcript
Daniel OkaforHello Sharon, can you hear me all right? I think my headset was being awkward earlier.
Sharon TilleyLoud and clear. Afternoon, Daniel. Sorry, I'm a minute late, I was on the phone to a client about a night patrol that got logged against the wrong site.- Daniel OkaforNo, not at all. Thank you for making the time, I know it's a busy week. It's just the two of us today, is that right? I wasn't sure whether anyone from your account management team was joining.
- Sharon TilleyJust me. I said I'd bring them in once I'd seen what you wanted to cover. Anyway, incident of the week, since you ask. Alarm activation at a warehouse unit, keyholder didn't pick up, and the client rang our account manager before the control room had told him anything.
- Daniel OkaforOh dear. That's the one you always worry about, isn't it, the client hearing it from somewhere else first.
- Sharon TilleyExactly. What did the client hear from us? Nothing, for about twenty minutes. Which is why I wanted this call, actually, because the account manager pulled up the site in B-Viz while he was on the phone and had the whole picture. The alarm history, the last two patrol visits, the keyholder list. He rang the client back sounding like he'd been on it from the start.
- Daniel OkaforThat's lovely to hear. That is exactly what you bought it for, so I'm really glad. How is the team finding it generally? I'd like to hear it in your words rather than just reading the numbers.
- Sharon TilleyBetter than I expected, to be honest. When we started in June I thought we'd get the usual thing, me and two enthusiasts and everyone else ignoring it. But the account managers have taken to it. They ask it things in plain English. Which site, which shift, who was on, and it just tells them.
- Daniel OkaforMm. And that matches what I'm seeing. Just so you know where I'm coming from, I had a look at usage before the call. When we spoke at the start of the summer you had a very small group using it, and now there's a real handful of people in there most days. It's grown a great deal.
- Sharon TilleyYeah, that's the account managers. Then credit control have started, which I didn't push. They found it themselves.
- Daniel OkaforOh, that's interesting. What are they using it for?
- Sharon TilleyChasing. Before they ring a client about an overdue invoice they want to know whether that client has had an incident recently, or a complaint about a missed patrol. Because if we've let them down last week you don't phone them about the money in a hostile way. So they look at the sites, the calls and the invoices together. It saves them a lot of faffing between systems.
- Daniel OkaforThat's exactly the sort of use we hoped for when we scoped it with you, the sites, incidents, calls and invoices side by side. And it's one of those things nobody would have put in the original list.
- Sharon TilleyNo. It wasn't in my head at all. Credit control just got on with it.
- Daniel OkaforGood. Can I share my screen for a second? I just want to show you the usage picture, and then you can tell me whether it matches what you feel on the ground.
- Sharon TilleyGo on. I can see a blank grey box so far.
- Daniel OkaforGive me a moment. Right, is that coming through now?
- Sharon TilleyYes, there it is.
- Daniel OkaforSo this is the last quarter against the one before. You can see the line for people active in a typical month has stepped up quite sharply, and the questions asked line has done the same. What I like is it isn't one person. It's spread across a few names, which is healthy. When one person asks most of the questions that's a bit fragile, if they move on or go on holiday.
- Sharon TilleyRight. I'd say it's about four or five account managers and then me, a bit. I'm in there when something's gone wrong.
- Daniel OkaforWhich is when it matters most. Now, you've got forty licensed users on Growth, and at the moment you're using a fraction of those. I'm not raising that as any kind of problem. There's lots of headroom, and nothing for you to pay for.
- Sharon TilleyForty. Yes. I did wonder about that. Who else should be on it? That's what I wanted to ask you, really. Who do other companies like us put on?
- Daniel OkaforWell, I don't want to over-generalise from other customers, but where it works well it's usually the people who answer a client's question under pressure. So your control room operators are the obvious next group. They're the ones who know the site details, and they're also the ones who'd tell a client what's going on in the first few minutes of an incident.
- Sharon TilleyThat's the gap, isn't it. That's the twenty minutes of nothing. The control room has its own systems and they're looking at those, and the account manager isn't in the room. If the operator could see the client's history and the account manager's notes in one place, they'd know who to ring and what to say.
- Daniel OkaforYes. I think that's a very natural next step, if you want it. We could do a short session with the control room supervisors. Walk them through asking about a site, and what they get back. I wouldn't throw it at everyone at once. A supervisor or two first, see how it feels.
- Sharon TilleyI like that. They'd tear it apart if it wasn't useful, and I'd rather know. I ran the control room before this job, so I know what they're like. If it slows them down in a live incident they'll never touch it again.
- Daniel OkaforThat's fair, and I'd rather it was tested on a quiet shift than in the middle of something. We can set up some practice questions based on past incidents, so it's real material but nobody's under pressure.
- Sharon TilleyGood. Yes. Do that. Which shift, though? Days are fine for me, but the people I'd want are on the late rota and they hate being pulled in early.
- Daniel OkaforLet me not guess. Tell me the best time and I'll fit around it. I'll come back to you with a couple of options once you've had a word with the supervisors, and we'll make it as painless as we can.
- Sharon TilleyRight. I'll ask them tomorrow and let you know.
- Daniel OkaforLovely. Now, can I ask about the data side? The nightly refresh has been running, and I haven't seen any tickets from you in the last month. Which is either very good news or you've all been suffering in silence.
- Sharon TilleyHa. No, honestly, nothing to report. The numbers are there when people arrive in the morning. If it had been stale somebody would have shouted at me, believe me.
- Daniel OkaforThat's what I'd hope. Just to close the loop on that, then, no problems with any of the connected systems? Nobody's changed anything on your side, a new alarm platform, the invoicing, anything like that?
- Sharon TilleyNot that I know of. There's talk of tidying up how we log patrol visits, but that's early days. I'd tell you before it happened. I know what happens if you change a system and don't say.
- Daniel OkaforThank you, that really helps. A change like that is the main thing that can quietly break a feed, so a heads up means we can sort it before anyone sees an odd answer.
- Sharon TilleyUnderstood. I'll make sure whoever's running that project has your number. Well, your email.
- Daniel OkaforEmail's perfect. Now, the other thing on my list. Growth comes with a quarterly review, so we can sit down and look at all of this properly, usage, what's working, what you'd like it to do. Would you be up for putting that in the diary?
- Sharon TilleyYes. Keep them short, mind. I'll give you an hour, not a morning.
- Daniel OkaforAn hour is plenty. And would it be useful to have one of the account managers join, so I'm hearing it from the people actually using it?
- Sharon TilleyDefinitely. Let's get the account manager on it. The one who rang the client back. He'll tell you all about it, you won't be able to stop him.
- Daniel OkaforExcellent. I'd love that. I'll send some dates once we've fixed the control room session.
- Sharon TilleyOkay. Can I ask you something slightly different?
- Daniel OkaforOf course, go ahead.
- Sharon TilleyIf I wanted more people on it, and we went past the forty, what happens? Is that a conversation or a cliff edge?
- Daniel OkaforIt's a conversation, a gentle one. The user number is a soft limit, so nothing switches off. If you got close we'd talk about adding users in blocks, or whether it makes sense to look at a different tier. But you're a very long way from that, so please don't let it put anyone off.
- Sharon TilleyGood. Because I'm not going to commit anything on that anyway without running it past my boss. I just wanted to know the shape of it.
- Daniel OkaforCompletely understood, and there's nothing to decide today. If it ever becomes real, Lewis Kerr, who looks after the commercial side for you at our end, would pick that up with you both. I'd stay close to the practical side.
- Sharon TilleyLewis, yes. I remember him from the start. He was very patient with my questions about the contract.
- Daniel OkaforHe'd be glad to hear that. On that subject, just so you have it in your head, the subscription is the thirty-nine thousand six hundred pounds on your order form, and it runs through to 4 Jun 2026. The renewal date falls the day after, 5 Jun 2026. That's a good way off, and I'm not about to start a renewal conversation in August.
- Sharon TilleyGood, because I was going to say it's far too early.
- Daniel OkaforIt is. But I do like people to know the dates, and I'd rather we spent the months between now and then building up the value, so when the time comes it's an easy yes and not a debate. Does that sit all right with you?
- Sharon TilleyThat's how I'd want it. I keep contracts, Daniel, I don't walk away from them. As long as it keeps doing what it did for that warehouse call, you won't hear a peep from me.
- Daniel OkaforThat's very kind. I'll hold you to the peep, though, in the nicest way. If it stops doing something, or something annoys you, I want to hear it early.
- Sharon TilleyYou will. I'm not shy.
- Daniel OkaforI know. It's one of the things I like. Now, is there anything people have asked for that it doesn't do yet? Things your account managers moan about, however small.
- Sharon TilleySmall things. One of them wanted to ask about all the sites for a client with lots of branches, and the answer came back a bit long. He wanted it summarised by town. Another wanted to save a question he asks every Monday.
- Daniel OkaforMm. Both of those are reasonable. The first you can partly fix by how you phrase it, asking for a summary by town, and I'm happy to show them. For the Monday question, a saved view or a dashboard might be the better answer, and dashboards are part of Growth, so you already have them.
- Sharon TilleyOh, we have dashboards? Nobody told me that.
- Daniel OkaforWell, then that's my fault for not making enough noise about it. It's the builder where you pull the questions you ask all the time into one page. Shall I do a short walkthrough for the account managers, perhaps the same day as the control room session, so people only get dragged in once?
- Sharon TilleyYes, bundle it. Anything that saves me chasing people twice is a good thing.
- Daniel OkaforDone. I'll put both in the note. So the control room supervisors first, then the dashboards for the account managers.
- Sharon TilleyAnd credit control, if they want it. They'll probably say they've got it covered, but they might surprise you.
- Daniel OkaforI'd be happy to. They're the group who found the use nobody planned, so I'm curious what else they'd do with it.
- Sharon TilleyWell, one thing. They'd like to see which clients are late and also unhappy, in the same view. Because those are the ones where you can lose a contract, and not just a payment.
- Daniel OkaforThat's a very sharp observation. Late and unhappy together. I think that's something you could build as a dashboard from the data you already connect, but let me check how clean the complaint side is before I promise anything. I'll come back to you on that.
- Sharon TilleyFine. No rush on that one.
- Daniel OkaforThank you. Can I stop sharing now? I think I've said what I needed to say from the charts.
- Sharon TilleyYes, stop, you've given me a headache with the line going up. Good headache.
- Daniel OkaforHa, the best kind. Now, one thing I wanted to ask properly. Who in your team is the person you would call the real expert on B-Viz day to day? Not necessarily the most senior.
- Sharon TilleyProbably one of the account managers. He's the one who got everyone started. I'd say he's the go-to for questions. I'm more the sponsor. I turn up when there's a crisis or when someone needs a shove.
- Daniel OkaforThat's useful. I'd like to make sure he has what he needs, and that it isn't all in his head. If he were off for a fortnight, would the others cope?
- Sharon TilleyHm. Mostly. Probably. They'd cope but they'd grumble. That's a fair point, though. I'll get him to show a couple of the others his tricks.
- Daniel OkaforI can help with that too. A short list of the questions that work well for your kind of business, written in your language, sites and shifts and incidents. People tend to copy what works.
- Sharon TilleyYes please. That would be good. Keep it to a page, mind. Nobody reads more than a page.
- Daniel OkaforOne page. Understood. I'll draft it from what your people have actually asked, and you can strike out anything that sounds odd.
- Sharon TilleyDeal. Oh, and one thing I nearly forgot. The incident report that went out on the warehouse job. The summary it wrote for the client was nearly right, but it said the officer attended later than he did. I fixed it before it went. But is it pulling the times from the log or guessing?
- Daniel OkaforGood that you caught it, and I'm glad you asked. It should be reading from the records, not guessing, but I'd like to look at that example so I can tell you honestly. Could you send me the question you asked and the answer you got? Even a screenshot is fine.
- Sharon TilleyI'll send it this afternoon. I never let a report sit unsent, but I never send one I haven't read, either.
- Daniel OkaforQuite right, and I'd always say read it before it goes. I'll look at where the time came from and just close the loop with you, whichever way it turns out.
- Sharon TilleyThanks. It might be a mix of two logs saying different things. We're not tidy, as a company.
- Daniel OkaforFew are. If that's the cause we can talk about which log should win. That's a conversation for your side to have first, really, and I can help you frame it.
- Sharon TilleyOkay. Good. I think we've covered what I wanted. Anything else on your list?
- Daniel OkaforOnly the small things. How are you generally, by the way? Last time you mentioned the rota was giving you grief. Did that settle?
- Sharon TilleyYou remembered. It got a bit better. We lost a couple of people to a competitor over the summer and we've been covering with agency staff. It's not ideal, but it's the season, isn't it. Everyone wants holidays and nobody wants nights.
- Daniel OkaforThat sounds draining. I hope you get a proper break yourself at some point.
- Sharon TilleyAfter the bank holiday weekend, maybe. That's the plan, anyway. Plans, Daniel.
- Daniel OkaforPlans, yes. Well, I'll try not to add to the pile. To recap what I've got. You'll ask the control room supervisors about a time that suits the late rota and let me know tomorrow. I'll come back to you with options for the session, and I'll fold the dashboards walkthrough into the same day.
- Sharon TilleyYes. And I send you the warehouse example this afternoon.
- Daniel OkaforPlease. I'll look at where that time came from. I'll also draft the one-page list of good questions, and check whether the late and unhappy view is possible from what's connected.
- Sharon TilleyGood. And the quarterly review, with the account manager in it.
- Daniel OkaforYes, I'll send some dates once the session is fixed. Also, if anything changes in how you log patrols, a quick note to me first, please.
- Sharon TilleyWill do. I'll tell whoever is running it.
- Daniel OkaforPerfect. Thank you again for the time, Sharon, and for being so open. It really helps me to hear how it plays out on the ground, especially the warehouse story. I'll pass that on to the team here, they'll be pleased.
- Sharon TilleyPlease do. Tell them it earned its keep that day. Right, I must go, I've got a client call at half past and I haven't read the notes.
- Daniel OkaforGo, go. Speak soon, and best wishes to the team.
- Sharon TilleyThanks, Daniel. Bye for now.
- Daniel OkaforBye, Sharon.
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