Marlcliff Security Services / BG-Demo – Exec Sponsor
Callcompleted
Marlcliff Security Services · 4 Nov 2025 09:00
Sofia told Gavin and Sharon that about five of forty Growth users are active on a normal day. They agreed a success plan, a dedicated analyst role and on-site training in Bristol. The renewal date was named.
What was said
What this says
As at Fri 9 Oct 2026Sofia told Gavin and Sharon that about five of forty Growth users are active on a normal day. They agreed a success plan, a dedicated analyst role and on-site training in Bristol. The renewal date was named.
What happened: Sofia Marchetti opened with low usage and took ownership of BG-Demo's part. Sharon Tilley said ownership inside Marlcliff is also missing, and Gavin Stokes asked who owns adoption.
Customer view: Sharon says the control room likes B-Viz when used and two account managers have stopped asking for summaries. Gavin wants it used, not admired, and backed the new role. Sharon could not commit the budget on the call.
Commercial: Sofia confirmed Growth at £40k a year, invoices matching the order form, with renewal on 5 Jun 2026. She said that if account managers are not using it by spring, value will be questioned.
Watch: the training dates depend on a hire not yet made. The call does not show a decision on the role or its budget.
Themes
As at Fri 9 Oct 2026Theme
Adoption plan and renewal
Importance
renewal
Sentiment
mixed
Voice
decision-maker
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Daniel Okafor drafts the success plan by the end of the following week, Sharon marks it up and Gavin signs it off.
- Sharon writes the analyst role and Gavin takes the budget upstairs.
- Daniel proposes training dates within a week of hearing the analyst's start date.
Risks
As at Fri 9 Oct 2026- Only about five of forty Growth users are active, so value at renewal on 5 Jun 2026 could be questioned.
- Training dates depend on an analyst hire whose budget Sharon could not confirm on the call.
- Nobody at Marlcliff owns B-Viz day to day, so habits may not change.
Opportunities
As at Fri 9 Oct 2026- A dedicated CRM and Reporting Analyst could drive adoption and build dashboards and pages.
- On-site training in Bristol for account managers and control room supervisors, run twice in a day for night staff.
- Gavin using B-Viz pages in his Monday operations meeting could set the habit.
Transcript
Daniel OkaforMorning, everyone. Can you hear me all right? Thanks for making the time, both of you. I think we're all here, so Gavin, Sharon, and Sofia from our side.
Sharon TilleyMorning Daniel. Yes, loud and clear. Gavin's just getting his camera sorted, he's got the control room next door shouting at him.
Gavin StokesHere. Sorry. Morning. Overnight was a long one, so I'll be brief if that's all right.
Sofia MarchettiGood morning, Gavin, good morning, Sharon. Thank you for coming. I know your mornings start early. Is it a bad time? We can be quick.- Gavin StokesNo, this is the time. What's changed since the last time we spoke? That's what I want to know.
- Sofia MarchettiFair. Let me be direct, because I think you'd prefer it. Daniel and I have been looking at how B-Viz is being used at Marlcliff, and I'm not comfortable with what we see. You bought Growth, so forty licensed users. On a normal day, about five of them are actually in there. That's the number I want to talk about.
- Gavin StokesFive. Out of forty.
- Sofia MarchettiRoughly five on average, yes. It has crept up a little compared with the previous quarter, so it's not falling, but it's nowhere near where it should be for what you set out to do. And let's be clear about what happened: we have not given you enough help to turn the platform into a habit for the account managers and the control room. I own that.
- Sharon TilleyI'll say it as well, it's not only you. Honestly, it's us too. The control room loves it when they use it. Which site, which shift, what the client was told. It's all there. But day to day, nobody owns it. It's in the gaps of everyone's job.
- Daniel OkaforSharon, that matches what I hear when I speak to the team. How is the team finding it, the ones who do use it? I don't want to lose that.
- Sharon TilleyThe ones who use it, they like it. Two of my account managers pull up a client's sites and open incidents before a call, and they've stopped asking the control room for a summary. That's exactly what I wanted. But the rest are still in the old spreadsheets, and credit control hardly touches it.
- Gavin StokesI want it used, not admired. We're paying for forty seats. What's the plan and who owns it?
- Sofia MarchettiHere is what we will do. Three things. First, a proper success plan, written with you, not at you. Who should be using B-Viz, for what, by when, and how we'll both know it's working. Second, and this is the big one, someone at Marlcliff whose job it is to run B-Viz day to day.
- Gavin StokesGo on. Who?
- Sofia MarchettiThat's for you to decide, but what works at other customers is a dedicated role. Call it a CRM and Reporting Analyst. Somebody who knows your CRM, builds the pages and the dashboards your account managers want, keeps an eye on the connectors, and trains colleagues. At the moment those jobs fall to whoever has a spare half hour, which means nobody.
- Sharon TilleyWe've actually been talking about this role internally. We just never put it on paper. A reporting analyst for customer operations, sitting with me, working with the account managers.
- Gavin StokesIs it a new hire or someone we move?
- Sharon TilleyNew, I think. Moving somebody from the control room would just open a hole there. Though I'd need to check the budget side before I say anything firm. I can't commit that on this call.
- Gavin StokesFine. I'll back the role. Budget conversation is mine to take upstairs. By when do you need the answer?
- Sofia MarchettiIdeally a decision within the next couple of weeks, so the person is in place and we can build the plan around them. But I don't want to rush you into a poor hire either. Daniel, you know what a good first month looks like for this person.
- Daniel OkaforI do. And just to close the loop on something, I've seen this role work well when the person has a few things on day one: admin access, a clear list of the sources feeding B-Viz, and an hour with me every week for the first couple of months. I'd be their first call. They won't be left on their own with it.
- Gavin StokesGood. Weekly with you, named. Write that down.
- Daniel OkaforAlready writing it. Weekly session, me and the analyst, from their first week.
- Sharon TilleyWhat about everyone else? An analyst can't be the only person who opens it. If I've got thirty account managers and controllers, I need them confident, not just one clever person in a corner.
- Sofia MarchettiAgreed, and that's the third thing. On-site training, in Bristol. Not another video session people half watch. We come to you, we use your real clients and your real sites, and we sit with the account managers and the control room supervisors together.
- Gavin StokesOn site, here. I like that. Together, not separate.
- Sharon TilleyYes. If the supervisors see what the account managers see, we stop having the argument about who told the client what. What did the client hear from us? That's the question I want everybody able to answer in thirty seconds.
- Daniel OkaforThat's a good test, actually. We can build the training around it. Pick a few real incidents from the last few months, and walk through what the client heard and when, using B-Viz.
- Sharon TilleyI can pull some. Anonymised where I need to. I'd rather use real ones, though. People pay attention.
- Gavin StokesWhen? Training. Give me a timing.
- Sofia MarchettiI'd rather not give you a date that depends on a hire that hasn't happened. What I'd suggest is we fix it to the analyst's start. Training in the first few weeks after they join, so they're in the room and they learn alongside everyone else. Daniel will propose dates as soon as you tell us when they start.
- Gavin StokesHm. I don't love open-ended. All right. Let's do this: Sharon gives you a start date once she has one, you come back with training dates within the week. Agreed?
- Daniel OkaforAgreed. I'll come back to you with dates within a week of hearing the start date. I'll hold space in our diary in the meantime so we're not scrambling.
- Gavin StokesGood. Now the success plan. What's in it?
- Sofia MarchettiShort, and with names. Who in each team should be using B-Viz and for which job. A few measures we both look at: how many people are active, what they ask, whether the sources are loading. And checkpoints, so we review it with you rather than hoping. Daniel will draft it, Sharon will mark it up, and you'll sign it off, Gavin.
- Gavin StokesDraft by when?
- Daniel OkaforBy the end of next week. I won't promise earlier than that, because I'd like to sit with Sharon first and get the teams right, rather than guess.
- Sharon TilleyPut forty minutes in my diary early next week and we'll do it. I'd rather the plan came from the people doing the work.
- Daniel OkaforWill do. I'll send an invite this afternoon.
- Gavin StokesRight. Contract. Remind me where we are.
- Sofia MarchettiYou're on Growth, thirty-nine thousand six hundred a year, £39,600, and the invoices match the order form, so no surprises there. You've been with us since 5 Jun 2025, and the current term runs to 4 Jun 2026, with renewal on 5 Jun 2026.
- Gavin StokesSo I've got until summer to make this worth it.
- Sofia MarchettiThat's one way to put it, and I'd rather you look at it that way than we do. If by spring the account managers are using B-Viz every day and you can see it in how clients are handled, the renewal conversation is easy. If they aren't, you'll ask me whether it's worth the money, and you'd be right to. I'd rather fix it now than argue about it then.
- Gavin StokesI appreciate that. Most suppliers wouldn't say it.
- Sofia MarchettiI'd rather you heard it from me. And Daniel will keep the renewal on the agenda well before it's due, so there's no rush at the end.
- Sharon TilleyCan I ask about the ticket we raised? The sync one. I think it's only the one open at the moment, but I want to be sure it hasn't made the adoption problem worse.
- Daniel OkaforGood question. There's one ticket from the last month, and I looked at it before this call. It was handled inside the response time for your tier, and it didn't hold up anyone's work as far as I can tell. But Sharon, if people are quietly losing faith because of something that looked stale, I'd want to hear about it.
- Sharon TilleyNo, I don't think so. It's more that they don't think of it first. They think of the spreadsheet first. Habit.
- Gavin StokesHabits are my problem, not yours. What do I do about that?
- Sofia MarchettiHonestly, a visible sponsor makes the biggest difference. If you ask for client reviews to be prepared from B-Viz, and you open the pages in your own Monday meeting, the habit changes quicker than any training we run.
- Gavin StokesMonday operations meeting. I can do that. Sharon, you bring a client's sites and incidents from the system, not from a slide.
- Sharon TilleyFine by me. I'll start with the clients that are up for review soonest. Let's get the account manager on it for each one.
- Daniel OkaforIf it helps, I can sit in on the first couple of those Monday meetings, quietly, and help if the pages don't show what you need. Then we'll know what the analyst should build first.
- Gavin StokesDo that. Sharon, keep a list of what's missing.
- Sharon TilleyAlready half a list. Credit control wants invoices next to incidents, so they can see whether a client is chasing us over a missed patrol while also late paying. I'd like that.
- Sofia MarchettiThat's exactly the sort of thing the analyst should own. It's a page, not a project, once the invoice source is connected and loading, which Daniel says it is.
- Daniel OkaforIt is. I checked this week that the connectors are all refreshing overnight. The data is not the problem. It's getting it in front of people.
- Gavin StokesGood. Then let me say it back so we're all clear. One: success plan, Daniel drafts it by the end of next week, Sharon marks it up, I sign it. Two: we create the CRM and Reporting Analyst role. I take the budget upstairs, Sharon writes the role. Three: on-site training in Bristol, dates once we have a start date. Is that right?
- Sofia MarchettiThat's exactly right. I'd add one thing, if I may. A short check-in with the four of us in about a month, to see how far the role and the plan have got. Not another long call. Twenty minutes.
- Gavin StokesA month. Fine. By then I want a name for the role, or a reason why not.
- Sharon TilleyUnderstood. I'll have a job description to you well before that. Then we can see if it's the right shape.
- Sofia MarchettiIf it helps, Daniel can share what other customers have put in their job descriptions, without naming anyone. Skills, not job titles. A good analyst here is curious about the data and comfortable explaining it to non-technical people.
- Daniel OkaforI'll send that over today with the diary invites. Two short notes, nothing heavy.
- Sharon TilleyThanks, that'll save me a morning.
- Gavin StokesAnything else from your side, Sofia?
- Sofia MarchettiOnly that I appreciate the candour. It would have been easy to leave this until renewal. Lewis, who looks after the commercial side with you, is aware of the plan, and Daniel stays your day to day contact. If anything slips on our side, you call me.
- Gavin StokesI will. Thank you. Sharon, anything?
- Sharon TilleyNo, I'm good. Actually, yes. Training. Could we make sure the night control room supervisors can attend too? Not just the day shift. They're the ones who tell clients first.
- Daniel OkaforOf course. Once we know the dates, I'd suggest we run it twice in a day, so the night team can come at the start or the end of their shift. We'll build that in.
- Sharon TilleyPerfect. That's what I wanted.
- Gavin StokesRight. We're done, and I have a patrol review waiting. Thanks, all. Speak soon.
- Sofia MarchettiThank you, Gavin, Sharon. We'll get the invites and notes out today. Take care.
- Daniel OkaforThanks both. Best wishes, and have a calm day.
- Sharon TilleyCheers all. Bye.
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