Marlcliff Security Services / BG-Demo – Check In
Callcompleted
Marlcliff Security Services · 19 Feb 2026 09:15
Check-in with Sharon Tilley alone. She reports real value from the client view and no tickets, but is an advocate rather than the budget holder. Renewal prep and a dashboard build were agreed.
What was said
What this says
As at Fri 9 Oct 2026Check-in with Sharon Tilley alone. She reports real value from the client view and no tickets, but is an advocate rather than the budget holder. Renewal prep and a dashboard build were agreed.
What happened: Daniel and Sharon met one to one. Sharon described a night alarm where the account manager had the site, incident and key-holder history on one screen, so the client heard from the team first.
Customer view: Sharon said the silence on tickets is because it is working. She called forty users a lot of empty chairs, and wants the control room and nights brought in.
Commercial: Daniel set out the term to 4 Jun 2026, renewal on 5 Jun 2026, Growth at £40k a year, matching the invoices. Sharon said she can be the advocate but not the signature, so the budget holder must be in the room.
Watch: Sharon mentioned a whisper about changing the helpdesk, which could upset a connector. She will give a heads-up if it firms up.
Themes
As at Fri 9 Oct 2026Theme
Adoption and renewal prep
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 sends the shift training outline and three account manager questions in one email.
- Daniel offers dates for a dashboard build session by the end of the following week.
- Sharon asks the account managers for their value estimates and tells Daniel if the helpdesk change firms up.
Risks
As at Fri 9 Oct 2026- Sharon is not the budget holder, so the renewal decision sits with someone not on this call.
- A possible helpdesk change could break a connector if BG-Demo is not told in advance.
- Credit control still defaults to its own spreadsheet, and many of the forty seats are unused.
Opportunities
As at Fri 9 Oct 2026- Bring control room operators and night shifts onto B-Viz within the existing forty seats.
- Build a first dashboard with a control room supervisor, using the Growth dashboards builder.
Transcript
Daniel OkaforGood morning, Sharon. Thank you for making the time. It looks like it's just the two of us today, is that right, or are you expecting anyone else to join?
Sharon TilleyMorning, Daniel. Just me. Everyone else is in the control room debrief, so you've got me on my own. Can you hear me all right? I've got the headset on and it crackles sometimes.- Daniel OkaforClear as anything. Sounds fine this end?
- Sharon TilleyYep, perfect. Right, so, the week. We had a night-time alarm activation at a client site that went sideways for a few hours. Nothing awful in the end, but what I cared about was that the client heard from us before they heard from anyone else. And they did, because the account manager had the site, the incident and the key-holder history all on one screen.
- Daniel OkaforOh, that's good to hear. That's exactly the thing you described to me when we first spoke about this, isn't it? The client hearing it from you first.
- Sharon TilleyIt's the whole point. Which site, which shift, what did the client hear from us. If I can answer those three in a minute, I'm happy. A year ago I'd have been ringing round three departments.
- Daniel OkaforMm. Well, that's a lovely way to start. So just to close the loop on why I wanted this check-in: it's been a good while since we properly sat down, and I wanted to see how the team is finding it, look at how usage has gone, and then have a first chat about what happens as we head towards June.
- Sharon TilleyFine by me. Go on, hit me with the numbers. I know we're not shouting about them, but I have a feeling they're up.
- Daniel OkaforThey are, and quite noticeably. The average number of people using it day to day over the last month is a little over six, and that's a good step up on the previous quarter. I'd say it's up by more than half, which is a really healthy move for a team that was still finding its feet in the autumn.
- Sharon TilleyRight. That fits. The account managers have properly taken to it. A couple of them were sceptical at the start. One said it was just another screen. Now he's the one who messages me if it's slow.
- Daniel OkaforHa, that's the best sort of convert. And does he mostly ask questions in chat, or is he using the pages and search more?
- Sharon TilleyChat, mostly. He types something like, what's been going on at this client in the last month, and it pulls the incidents, the calls and whether they've paid. He used to have to ask credit control separately for that last bit.
- Daniel OkaforWhich is the invoices coming through from your accounting system alongside the rest. Good. And credit control themselves, are they in there much?
- Sharon TilleyLess than I'd like. One or two of them. They look at it before they chase, which is what I wanted, but it's not habit yet. They still default to their own spreadsheet. Old habits.
- Daniel OkaforThat's very normal at this stage, honestly. Spreadsheets are hard to give up. I'd gently say that might be where there's room to grow, because you're licensed for forty users and, at the moment, you're using a fair bit less than that.
- Sharon TilleyYes, I know. Forty. I do look at that and think, we're paying for a lot of empty chairs.
- Daniel OkaforI wouldn't put it quite like that, but I take the point. I'd see it as headroom rather than waste. You've got the room to bring in the control room operators properly, and credit control, without needing to change anything on the contract.
- Sharon TilleyThe control room is the one I care most about. The operators see the incident side in their own system, but they don't see the client behind it. Contract, account manager, who's been complaining. I want them to be able to ask that without leaving the desk.
- Daniel OkaforThat makes complete sense. How do the shift patterns work for that? Because I'm wondering whether we'd do one session or a few, so nights aren't left out.
- Sharon TilleyDefinitely a few. Nights are always left out. Everything gets done at ten in the morning and then the night team hears about it second-hand. I'm not doing that again. Which shift, remember. Can you do something short, thirty minutes or so, that I can repeat?
- Daniel OkaforI can. I'd suggest something practical: three or four questions they'd really ask on a night, run live on your own data. I'll put an outline together and send it over, and you tell me if it feels right for your people.
- Sharon TilleyLovely. Send it and I'll get the shift leads to have a look. Let's get the account manager side on it too, so the two ends hear the same thing.
- Daniel OkaforGood idea. Now, one thing I always look at is the support side. We've had no tickets from you in the last month at all, not even a how-to. I just wanted to check that's silence because it's working, and not silence because something is annoying people and nobody's said.
- Sharon TilleyHonestly, it's because it's working. If something broke, trust me, you'd hear. I'd be on to you in minutes. The nightly refresh has been there when people come in. That was my worry at the start, whether the data would be stale on a Monday.
- Daniel OkaforGood. And nothing sitting with your IT team that's waiting on us? Any change planned to the systems that feed it, like the call recorder or the accounting system?
- Sharon TilleyNot that I know of. If anything changes I'll tell you, because I know it can upset a connector. I did hear a whisper about the helpdesk, someone saying we might look at it, but it's a whisper. I'll let you know if it firms up.
- Daniel OkaforI'd be grateful, thank you. Even a heads-up a week or two before is plenty, and we'll make sure nothing goes quiet on the way across. I'll make a note of that.
- Sharon TilleyWill do. Right. June. You said June.
- Daniel OkaforI did, and I want to say up front there's nothing to worry about, I'd just rather we talked early than late. Your current term runs to 4 Jun 2026, and the renewal falls on 5 Jun 2026. You're on Growth, contracted at £39,600 a year, and that matches what's been invoiced, so everything's lined up on our side.
- Sharon TilleyRight. And it's all paid, I assume, no loose ends from our end?
- Daniel OkaforNothing overdue at all. Your finance team have been very tidy, so thank them from me.
- Sharon TilleyI'll pass it on, they'll be thrilled. They never get thanked.
- Daniel OkaforWell, they should. So, what I'd suggest is we don't leave the renewal as a surprise. I'll send the formal notice in good time, as I always do, and before that I'd like to sit down with you and look at what value you can point to. Because I know you'll be asked.
- Sharon TilleyI will be. And I'll be honest, I can't commit anything on budget without the person who holds it being in the room. I'm very happy to be the advocate. I just can't be the signature.
- Daniel OkaforCompletely understood, and I wouldn't ask you to. What I can do is help you make the case, so that conversation is short and easy. Is there a way you'd measure it yourself, if you had to say what it's worth?
- Sharon TilleyHmm. Time, mostly. How long it takes an account manager to prepare for a client review. It used to be most of a morning pulling things together. Now it's a few questions. And the incidents, how fast we get to the client. I can't give you a number off the top of my head, but I could get the account managers to estimate.
- Daniel OkaforThat would be wonderful. A few honest sentences from the account managers are worth more than any chart I could draw. Even rough, in their own words. And I can pull the questions-asked trend from our side, so we have both.
- Sharon TilleyOkay. I'll ask them next week. Give me a simple list of what to ask, I don't want to make a project of it.
- Daniel OkaforThree questions, I promise. I'll send them with the training outline so it's all in one email.
- Sharon TilleyPerfect. One more thing, while I think of it. Could we get the dashboards going? Growth includes the builder, doesn't it? I've been meaning to ask for ages.
- Daniel OkaforIt does, and I'm glad you asked, because it's one of the parts of the plan that hasn't been used much yet. What would you want to see on a dashboard, if you had one tomorrow?
- Sharon TilleyIncidents by client, by week, against how many sites they have. And whether the client has an open complaint or an unpaid invoice. One screen for the Monday meeting instead of five.
- Daniel OkaforThat's very doable. I'd rather build the first version with one of your people than hand you something finished, so they feel they own it. Is there someone in operations who likes that kind of thing?
- Sharon TilleyThere's one of the control room supervisors, very good with spreadsheets, a bit obsessive. He'd love it. Let me ask him and come back to you.
- Daniel OkaforLovely. I'll come back to you by the end of next week with some dates for a build session, so you can tell me which suits him.
- Sharon TilleyGood. Now, is there anything I should be worried about from your side? You know, anything you'd say off the record. New people, changes, that sort of thing.
- Daniel OkaforNothing like that. You've still got me as your point of contact, and Lewis looks after the commercial side when we get to the renewal conversation. Nothing's changing in how we work with you. If it did, you'd hear from me first, not second-hand.
- Sharon TilleyThat's what I like to hear. Not second-hand. I'm very keen on that.
- Daniel OkaforI'd noticed, ha. Last thing from me: is there anything the team has asked for that I haven't picked up? Things people grumble about but never raise?
- Sharon TilleySmall things. Search is a bit literal sometimes, if someone types a client name slightly wrong. And a couple of people wanted to save their favourite questions. Nothing major.
- Daniel OkaforBoth useful. I'll feed them back to the product team and tell you honestly what I hear. I won't promise a date on either, because that's not mine to give, but I'll close the loop with you.
- Sharon TilleyFair enough. Honest is fine. Right, I've got to get back to the debrief, they'll wonder where I've gone. Shall we recap?
- Daniel OkaforPlease. So from me: I'll send the short training outline for the shift sessions, plus the three questions for your account managers, in one email. I'll come back to you by the end of next week with dates for the dashboard build session. And I'll keep the renewal on our radar, with the notice in good time and a proper conversation before that.
- Sharon TilleyAnd from me: ask the account managers, speak to the supervisor about dashboards, and tell you if the helpdesk whisper turns into anything. And get you in front of the right person when it's renewal time.
- Daniel OkaforThat's exactly it. Thank you, Sharon, really. It's a pleasure to hear the team is getting something real out of it.
- Sharon TilleyThey are. Cheers, Daniel. Speak soon.
- Daniel OkaforSpeak soon. Best wishes to the team, and good luck with the rest of the week.
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