Marlcliff Security Services / BG-Demo – Check In
Callcompleted
Marlcliff Security Services · 29 Sep 2025 16:45
Sharon Tilley said a weekend incident showed why Marlcliff bought B-Viz, but wants early warning when the nightly refresh fails. She expects senior colleagues to ask what it is worth. She will not discuss budget before finance is involved.
What was said
What this says
As at Fri 9 Oct 2026Sharon Tilley said a weekend incident showed why Marlcliff bought B-Viz, but wants early warning when the nightly refresh fails. She expects senior colleagues to ask what it is worth. She will not discuss budget before finance is involved.
What happened: On the 29 Sep 2025 check-in, Sharon Tilley described a weekend incident where the client heard from Marlcliff first. About seven people are active on a typical day, close to three times the previous quarter.
Customer view: She called both recent tickets quick enough but wants warning before account managers find a bad refresh. Search by street or officer name is hit and miss, and one account manager went back to a spreadsheet.
Commercial: Growth at £40k a year agrees with the order form and invoices, with nothing outstanding. Sharon expects people above her to ask what B-Viz is worth, and she will write up the weekend incident as evidence.
Watch: One call was missed, possibly from an unconnected line. No budget talk until she has spoken to finance.
Themes
As at Fri 9 Oct 2026Theme
Value case before renewal
Importance
renewal
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 report back by the end of the week on the missed call and a refresh warning for the team.
- Daniel to check the incident connector record counts for flat trends.
- Sharon to write up the weekend incident, pick two supervisors and ask the credit control lead about a session.
Risks
As at Fri 9 Oct 2026- A stale morning refresh found by account managers first would erode trust in B-Viz.
- A call from a different line was missed, which may mean a source is not connected or not refreshing.
- Senior colleagues will ask what B-Viz is worth, and finance must be involved before any commercial discussion.
Opportunities
As at Fri 9 Oct 2026- A pilot with two control room supervisors fits inside the 40 Growth users with no contract change.
- A short credit control session built on their own accounts could bring in a sceptical but high-value team.
Transcript
Daniel OkaforHello Sharon, good afternoon. Can you hear me all right? I think I'm coming through a bit quiet on my side.
Sharon TilleyAfternoon, Daniel. Yes, loud and clear. Sorry, I'm a minute late, I was on the phone to a client and it ran over.- Daniel OkaforNot at all, thank you for making the time, especially at this end of the day. It's just the two of us today, is that right? I wasn't sure whether anyone from your account management side was joining.
- Sharon TilleyJust me. I told them I'd report back. Honestly I wanted to start with the weekend, if that's all right. We had an incident at one of our sites on Saturday night. An alarm trip, then a door found open. Nothing serious in the end, but it was a mess for about an hour.
- Daniel OkaforOf course, go ahead. I'm sorry to hear that. Is everyone all right?
- Sharon TilleyEveryone's fine. Officer was fine, the premises were fine. What I care about is what the client heard from us. And this time they heard it from us first, which is the whole point of why we bought this.
- Daniel OkaforThat's good to hear. Was that the account manager picking it up through B-Viz, or the control room?
- Sharon TilleyControl room logged it, and the account manager had the site history open within minutes. Previous incidents, the keyholder calls, the last email from the client about their opening hours. Before, that was three different screens and a lot of shouting across the office.
- Daniel OkaforMm. That's exactly the picture we hoped for when we scoped it with you. Sites, incidents, calls and invoices in one place. Just to close the loop on that, did the account manager ask it questions directly, or did they use the pages?
- Sharon TilleyAsked it. Typed something like, what's happened at this site in the last couple of months, and what did we tell them. It gave her a decent answer. Not perfect, it missed one call, but decent.
- Daniel OkaforRight, the missed call interests me. Do you know which call it was? Was it a recorded one, or something logged by hand?
- Sharon TilleyWhich site, which shift? That's what I asked myself. I think it was a call from a few weeks ago that came in on a different line. I'd have to check with the team. I can send you the details.
- Daniel OkaforPlease do. If it's a source that isn't connected, or one that isn't refreshing, I'd rather know now. I'll come back to you by the end of the week on what we find.
- Sharon TilleyGood. Don't make it a big thing, though. It's one call. But I'd like to know that it won't happen with something that matters.
- Daniel OkaforUnderstood. Okay, so let me say what I've got in front of me for today, and you tell me if it's the right list. A look at how the team is using it since go-live, the couple of tickets you've raised recently, anything you want to change before it gets busier, and then, only briefly, how you're thinking about next summer. Does that work?
- Sharon TilleyThat works. Although next summer feels a long way off. We've only had it a few months.
- Daniel OkaforIt does, and I won't dwell on it. I just like us to be talking about it before it's a deadline. So, usage first. How is the team finding it?
- Sharon TilleyBetter than I expected, if I'm honest. The first few weeks were quiet. People were polite about it but they went back to their old habits. Then the account managers started to see each other using it, and it spread.
- Daniel OkaforThat matches what I see. On a typical day you've got around seven people active, and that's close to three times where it was the quarter before. That's a real shift, not a blip.
- Sharon TilleySeven. Right. I'd have said more, but I suppose some of them only dip in. And you've got forty licences for us, haven't you? So we're nowhere near the limit.
- Daniel OkaforThat's right, forty users on Growth, so there's a lot of room. I wouldn't read the gap as a problem. It tells me there are teams you haven't brought in yet, rather than people who've dropped off.
- Sharon TilleyCredit control, yes. They're the ones. We said we'd bring them in once the account managers were settled. I keep meaning to. They're sceptical, you know what finance people are like.
- Daniel OkaforHa, I do. Though they might be the ones who get the most from it. Having the invoices next to the calls and the incident history, so they can see that a client who is chasing us about a missed patrol is also the client who is late paying. That conversation changes.
- Sharon TilleyThat's exactly the pitch I'd make. What did the client hear from us, and what did we do about it, before we ring them about money. Can you do a short session for them? Half an hour, nothing fancy.
- Daniel OkaforHappily. I'll build it around their own accounts rather than a generic demo. Who should I speak to to get it in the diary?
- Sharon TilleyLet me ask the team lead and come back to you. I'd rather not volunteer her without asking. She's had a difficult month.
- Daniel OkaforOf course. No rush. Whenever she's ready. Now, the tickets. There were a couple recently, and I think both were marked as high priority. Can you remind me what was going on, from your side?
- Sharon TilleyOne was the sync, the incident log one. New incidents weren't showing up the next morning, and the account managers were working from yesterday's picture. That's a nightmare in this business. The other I think was a user who couldn't see a set of sites.
- Daniel OkaforYes, I have both. The first one was a connector problem on the incident system, and the second was a permissions question. Both were picked up quickly, and I wanted to check with you that you felt that too, not just that the clock said so.
- Sharon TilleyQuick enough. I'm not going to complain. The thing I'd say is, when it's the morning refresh that's wrong, I need someone to tell me before my account managers find out. Not after.
- Daniel OkaforThat's fair, and I'll take that away. The nightly refresh is meant to be finished before the working day begins, every business day. If it hasn't, you should hear from us first. I'll look at how we can make sure your team is warned rather than discovering it.
- Sharon TilleyThank you. That's all I want. Tell me the bad news early and I'll cope with it.
- Daniel OkaforNoted. Is the incident log behaving itself now? Since that ticket was closed?
- Sharon TilleyAs far as I know. The weekend incident showed up on Monday morning, so it must be. Although I suppose that's the one I'm looking at. I can't say for every site.
- Daniel OkaforI'll check the record counts on our side as well, and look at whether anything has gone flat. If the numbers stop moving, that's usually the first sign, before anyone complains. I'll include that in what I send you about the missed call.
- Sharon TilleyGood. Right. What else have you got? I've got another call at five and I don't want to run out of time for the thing I actually wanted to ask.
- Daniel OkaforGo on then, ask. What is it?
- Sharon TilleyThe control room. At the moment it's mostly the account managers who live in B-Viz. I'd like the control room supervisors to use it properly, on shift. Is that sensible, or are we using it for something it wasn't built for?
- Daniel OkaforIt's sensible, and it's one of the better uses I've seen. A supervisor asking what's the history at this site before they dispatch someone. The thing to be careful about is what you want it to do in real time. It's brilliant for context, but it isn't your alarm system, and it isn't a replacement for the screens they rely on during an incident.
- Sharon TilleyNo, no. I'm not daft. I want it for context. Who's been there, what did the client say last time, who's the keyholder this month.
- Daniel OkaforThen yes. And you've got the room on the user count, so you could add supervisors without touching the contract. I'd suggest starting with a couple of them, as a pilot, and seeing what questions they ask.
- Sharon TilleyA couple of supervisors. Fine. I'll pick the two who'll tell me honestly if it's rubbish.
- Daniel OkaforThose are the right two. Ha. I can set up a short training with them, ideally at a time that suits the shift pattern. Tell me which shift and I'll work around it.
- Sharon TilleyWhich shift. Early evening is probably best, handover is quieter. I'll confirm.
- Daniel OkaforLovely. Now, on the commercial side, and I'll keep this light. You're on Growth at £39,600 a year, and as it stands the invoices and the order form agree, and nothing is outstanding on your account. I'm only saying that so you know there's nothing on our side that needs fixing.
- Sharon TilleyGood. I'd hate to be chasing a client for money while we owed someone else a correction. That would be embarrassing.
- Daniel OkaforQuite. So, next summer. The term runs on for a good while yet, and I'm not asking you for anything. What I'd like is for us to build up, between now and then, a simple picture of what B-Viz has done for you. Time saved, incidents handled better, anything the clients have noticed.
- Sharon TilleyBecause somebody will ask me. Not Nigel exactly, but the people above me. They'll want to know what it's worth.
- Daniel OkaforExactly that. And it's much easier to collect it as you go than to reconstruct it in a hurry. At the next review, which on Growth we do each quarter, I'll bring the usage numbers and we can put your examples next to them.
- Sharon TilleyThe weekend incident is a good example. I'll write it up. Properly, with what the client heard and when.
- Daniel OkaforThat would be ideal. And please don't worry about making it polished. A few lines is plenty. Is there anything the team has found frustrating that I should know about? Anything that makes them reach for the old way?
- Sharon TilleyA little. Search is good when you know the client name. When you only know the street, or the officer's name, it's hit and miss. One of the account managers gave up and went back to her spreadsheet.
- Daniel OkaforThat's useful, thank you. I'll pass it to the product team with the example, rather than just saying search could be better. If she's happy to share what she tried, that would help.
- Sharon TilleyI'll ask her. She's blunt, so you'll get an honest answer.
- Daniel OkaforHa, those are the best kind. Right. Let me close the loop on what we've said. I'll come back to you by the end of the week on the missed call and the refresh warning. I'll look at the incident connector counts. You'll ask the credit control lead about a short session, and pick two supervisors for a pilot. And you'll write up the weekend incident.
- Sharon TilleyThat's it. And I'll tell Lewis you've been looking after us, in case he asks.
- Daniel OkaforAh, thank you, I'd appreciate that. Lewis is always there if you want to talk about anything commercial, the scope or adding teams. I'll make sure he knows about the credit control and supervisor ideas, as they might grow what you're doing with us.
- Sharon TilleyFine. But no budget talk until I've got somewhere with the finance side. I don't commit anything without them.
- Daniel OkaforCompletely understood, and nothing in what we've discussed needs any. It's all inside what you already have. Thank you, Sharon. I know you've another call, so I'll let you go. Best wishes to the team, and I hope the weekend's site is quiet from here on.
- Sharon TilleyThanks, Daniel. Speak soon.
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