Marlcliff Security Services / BG-Demo – QBR
Callcompleted
Marlcliff Security Services · 30 Apr 2026 16:45
Quarterly review with Sharon Tilley and Jade Vowles. Usage is up sharply, there were no tickets in the last month, and Sharon confirmed they intend to continue on Growth. Renewal quote to follow.
What was said
What this says
As at Fri 9 Oct 2026Quarterly review with Sharon Tilley and Jade Vowles. Usage is up sharply, there were no tickets in the last month, and Sharon confirmed they intend to continue on Growth. Renewal quote to follow.
What happened: Daniel Okafor said active use is up very sharply on the previous quarter, and questions are now spread across account managers, control room and credit control rather than one person.
Customer view: Sharon said the team finds it better than expected and that account managers stopped asking for spreadsheets. When Lewis Kerr asked what B-Viz is worth, she gave a short value statement and declined to invent a figure.
Commercial: Lewis noted contracted value of £40k plus VAT and would check the executed order form before quoting. No extra seats or connectors are needed.
Watch: Sharon said signed paperwork must pass the right people first. Old call search is still a grumble.
Themes
As at Fri 9 Oct 2026Theme
QBR, adoption and renewal intent
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- Lewis Kerr sends the renewal quote that day, checked against the executed order form.
- Daniel Okafor sends the usage pack and a draft value summary in Sharon's words by early the following week.
- Jade Vowles sends shift and officer fields with a sample by the end of the following week.
Risks
As at Fri 9 Oct 2026- Sharon Tilley said signed paperwork must pass the right people first, so timing before the term end needs watching.
- Account managers still struggle with searching old calls.
- The evidence does not show a quantified value figure; Sharon declined to give one.
Opportunities
As at Fri 9 Oct 2026- Dashboards builder walkthrough for Jade Vowles could support client-facing summaries within Growth.
- Shift and officer search could deepen use of the incident data if the rota source allows.
Transcript
Daniel OkaforHello, hello. Can you both hear me all right?
Sharon TilleyLoud and clear, Daniel. Afternoon.
Jade VowlesHi, yes, I'm here. Sorry, I'm just getting my list up. One second.- Daniel OkaforNo rush at all. Thank you both for making time, especially at this end of the day. I can see Lewis in the lobby, so I'll let him in. Just to check who's joined: Sharon, Jade, and Lewis in a moment.
Lewis KerrAfternoon, everyone. Apologies, the call before this one overran. Have I missed anything?- Daniel OkaforNot a thing. We were just saying hello.
- Sharon TilleyRight, incident of the week, because it's relevant. A client rang on Tuesday about an overnight alarm activation. Their account manager had the sites, the incident log and the last few calls on one screen before the client had even finished the sentence. Two years ago that would have been a forty minute scramble.
- Daniel OkaforThat's lovely to hear. Which site was it, if you don't mind me asking? Was it one of the retail parks?
- Sharon TilleyMobile patrol, a business unit out towards Newport. What did the client hear from us? Exactly what happened, before they heard it from anyone else. That's the whole point of the thing.
- Daniel OkaforMm. That's exactly what you described to us when you first sponsored this. Well, thank you. So, what I'd like to do today is the usual shape of a quarterly review. A look at how the team is finding it, what the usage is telling us, anything you want changed, and then Lewis will say a word on the renewal. Does that work?
- Jade VowlesYes, perfect. I've got a few questions, if that's okay. Can I put them in at the end of the usage part, or would you rather I interrupt?
- Daniel OkaforInterrupt, please. It's much better that way.
- Jade VowlesLovely. Thanks.
- Daniel OkaforRight. I'll share my screen. Can you see the usage page?
- Sharon TilleyYep. Bit small, but yep.
- Daniel OkaforI'll zoom in. So the headline, and I'll say it in plain words because the exact figures are all in the pack I'll send afterwards: the number of people actually using B-Viz day to day is up very sharply on the previous quarter. It's the best movement I've seen on your account since go-live.
- Sharon TilleyGood. I'd hoped so. The account managers stopped asking me for spreadsheets about a month ago. That's how I knew.
- Daniel OkaforHa, that's a better measure than ours. And you've got forty licensed users on Growth, so there's plenty of room. You're nowhere near the limit, which is worth saying because Lewis might otherwise get excited.
- Lewis KerrI wouldn't dream of it. I never push anything the usage doesn't support. If anything, the conversation is the other way round. Forty seats, and you're using a fraction of them. So there's no case for more seats today.
- Sharon TilleyGood, because I'd have said no anyway. Not without checking with the person who signs off budget.
- Lewis KerrUnderstood. Nobody's asking.
- Jade VowlesCan I ask something about that? When you say users, is that people who log in, or people who ask questions? Because I've got account managers who open the pages but never use the chat.
- Daniel OkaforGood question. It's people who've been active in the product in the last thirty days, so logging in and viewing pages counts. Questions asked is a separate line, which I'll come to. Let me scroll down.
- Daniel OkaforHere. Questions asked has gone up as well, and the spread is healthier than it was. In the autumn a lot of it came from one person.
- Sharon TilleyThat was me. And Jade's predecessor.
- Daniel OkaforIt was, yes, though I wasn't going to say so. Now it's spread across the account managers and a few people in the control room, and credit control are in there too. That's the shape you want, because it means it doesn't hang on one head.
- Jade VowlesCredit control, that's the invoices side? I've had a couple of them ask me how to find a client's overdue invoices next to the incidents. Is there a proper way to do that, or have they been improvising?
- Daniel OkaforA bit of both, I suspect. There's a client page that brings sites, incidents, calls and invoices together, and I can show you how the invoice section is built. Do you want that now or later?
- Jade VowlesNow, if we've got time. Can you show me how that's built? Then I can write it up for the team.
- Daniel OkaforOf course. Give me a moment, I'll open a client page. I'll use one of your test clients so we're not looking at anything live.
- Daniel OkaforRight. So at the top you've got the client summary. Below that, the sites, and each site has its incidents. If I click here on invoices, you can see it's pulling from your accounting system, and it shows what's been raised and what's been paid.
- Jade VowlesAnd that refreshes overnight?
- Daniel OkaforOvernight, yes. The refresh is complete by 07:00 each business day, so when credit control sit down it's current to the previous evening.
- Jade VowlesOkay. Which report do they actually use, though? Because I think they've been exporting something and I'd rather they used this.
- Sharon TilleyThey'll tell you it's the one they've always used. Don't believe them. Ask them to show you on a shared screen.
- Jade VowlesHa. I will. That's my plan for next week, actually.
- Daniel OkaforThat's sensible. And if you build anything new off this page, I'd tell the account managers first. I know you always do, Jade, but I'll say it anyway.
- Jade VowlesI never change a report without telling them. They'd be straight round to my desk.
- Sharon TilleyThey would. Quite right, too.
- Jade VowlesSecond question. When I joined in December I got a handover, but it was a bit thin. Are there any connectors that I should be keeping an eye on? Anything that's likely to break?
- Daniel OkaforFair thing to ask. At the moment everything is loading as it should, and the records indexed are moving, which is the thing I watch. If it goes flat for a few weeks, that's usually a source that's changed. The one thing I'd say is: if anyone on your side changes a system, the CRM or the call recorder or the accounting system, tell me before, not after.
- Jade VowlesBefore. Got it. I'll put that in the notes.
- Sharon TilleyAny plans to change anything, Jade?
- Jade VowlesNot that I know of. I'm just tidying fields in the CRM, but I'll check with Daniel before I rename anything.
- Daniel OkaforThank you. Renaming fields is the classic one, as it happens. Just a quick message and I'll keep an eye on it.
- Daniel OkaforSupport, quickly. And this is the quiet one. There have been no tickets from you in the last month at all, none high priority, nothing waiting. I always say that quiet can mean two things. Either it's working or people have given up. Given what Sharon just told us, I'm fairly sure it's the first.
- Sharon TilleyIt's the first. If something were wrong, my account managers would be shouting. They're not shy.
- Daniel OkaforNo. And you've no invoices outstanding with us either, so that's all tidy. Just to close the loop on that, Lewis, you'll pick up the commercial side?
- Lewis KerrYes. Can I do that now, or is there more on the usage?
- Daniel OkaforOne more thing, then it's yours. Sharon, how is the team finding it? Properly, not the polite version.
- Sharon TilleyHonestly? Better than I expected. The control room like seeing the client's other sites when an alarm comes in. The account managers like not having to ring around. What they still grumble about is searching for old calls. Sometimes they ask the question the wrong way and get a vague answer.
- Daniel OkaforThat's useful. Which site, which shift, as you'd say. If they put the site and the rough period in the question, it tends to be sharper. I could do a short session for them. Half an hour, nothing heavy.
- Sharon TilleyPlease. Let's get the account managers on it. Jade can sit in and take notes.
- Jade VowlesI'd love that. I never skip the training notes, and I'll turn them into a one-page guide.
- Daniel OkaforI'll come back to you by the end of next week with a couple of times. Does that suit?
- Sharon TilleyIt does.
- Daniel OkaforLovely. Over to you, Lewis.
- Lewis KerrThanks, Daniel. So, to start with what you want to do, Sharon. Your current order form runs to 4 Jun 2026, and the renewal date on our side is 5 Jun 2026. So we're about five weeks out. What I'd like to confirm is that you intend to continue on Growth, and when you'd like the paperwork by.
- Sharon TilleyYes, we intend to carry on. I'll say that clearly. Nobody here is talking about stopping. The only thing is I need the paperwork early enough that it goes past the right people before the date.
- Lewis KerrUnderstood. Then to put a number on it: your contracted annual value today is £39,600, plus VAT, and that matches what we've invoiced. I won't quote the renewal from memory, though. I'll check it against your executed order form and send the renewal quote over today, so you have it in writing.
- Sharon TilleyToday's fine. Will it be the same as now?
- Lewis KerrI'd rather not guess in front of you. Let me read the order form properly and I'll set out the figure and the terms clearly. If there's anything different from your current term, I'll flag it at the top rather than leave you to find it.
- Sharon TilleyFair enough. Thank you. That's the sensible way to do it.
- Jade VowlesCan I ask a small one? If we wanted to add something later, say more connectors or more users, would that be co-termed with the renewal, or separate?
- Lewis KerrCo-termed to your renewal, yes, so everything lines up on one date and you aren't managing two. But as we said, nothing is needed today. If it comes up, you tell me, and I'll price it on the day with the usage in front of us.
- Jade VowlesBrilliant, thanks.
- Sharon TilleyAnything else on the commercial side? Because I've a few things for Daniel.
- Lewis KerrOnly the dates. I'll send the renewal quote today, and I'd like your signed copy back well before 4 Jun 2026, so there's no gap between terms. Daniel, you'll hold the renewal conversation after that?
- Daniel OkaforI will. I'll check in with Sharon after the quote has landed, to see whether she needs anything for her side. I'll come back to you both by early next week.
- Sharon TilleyGood. Right, my things for Daniel. First, I'd like the control room team to get more out of the incident side. At the moment they only search by site. Can they search by shift pattern, or the officer on duty? Not to blame anyone, I'd never do that with a client, just to see patterns.
- Daniel OkaforI think so, depending on how the shift data comes in. Let me look at what's in the rota source before I promise anything. I don't want to guess it.
- Sharon TilleyFine. Jade, would you pull together what we hold, so Daniel's not waiting on us?
- Jade VowlesYes. I'll write it up and send it to Daniel by the end of next week. Can I ask what format helps most? A list of fields, or a sample?
- Daniel OkaforA short list of fields and one sample, if you can. Anything more than that and you're doing my job for me.
- Jade VowlesHa, okay. A list and a sample.
- Sharon TilleySecond thing. Our clients. Some of them have asked whether we could show them their own incident history. We aren't going to put B-Viz in front of clients, I know that's not what it's for. But could the account managers produce something from it quickly?
- Daniel OkaforThey can already, in the sense that they can ask and copy out a summary. Whether we should build something tidier is a separate question. It may be that the dashboards builder, which is part of Growth, would do it. Jade, have you had a go with that?
- Jade VowlesNot properly. I've opened it. I'd be pretending if I said I knew it. Which is why I'd like a walkthrough.
- Daniel OkaforThen we'll fold it into the training. First the account managers, then a second slot for you on the dashboards builder, one to one. How does that sound?
- Jade VowlesThat sounds ideal.
- Sharon TilleyAnd nothing goes to a client without me seeing it first. Just so we're clear on that.
- Daniel OkaforEntirely clear.
- Lewis KerrSharon, may I ask one thing, since it's relevant to the renewal? When you present this internally, what would you say B-Viz is worth to Marlcliff? I ask because people who sign off budget will want a sentence, and I'd rather it was yours than mine.
- Sharon TilleyShort sentences, then. Account managers know every site. Incidents get reported to the client quickly, before they hear it elsewhere. Credit control can see what's going on with a client before they chase an invoice. And nobody spends half a day building a spreadsheet. If somebody wants a figure, I'll get one from the team, but I'm not inventing one.
- Lewis KerrThat's very clear. And that's more persuasive than a number. Daniel, could we put that into the pack as a short value summary, in her words?
- Daniel OkaforYes, happily. I'll draft it from what Sharon's said today and send it to her to correct. I don't want to put words in her mouth.
- Sharon TilleyPlease do. I'll tell you what's wrong with it.
- Jade VowlesI can help with that too, if you want the account managers' view. A couple of them have given me comments.
- Daniel OkaforThat would be really good, Jade. Real quotes from the people using it are worth more than anything I write.
- Jade VowlesSorry, one more on connectors, because I've been reading about it. If we ever wanted to add another system, how long does that take? Roughly. I won't hold you to it.
- Daniel OkaforDepends on the system and how tidy the data is. I'd rather not guess a date I don't own. If you tell me which one you have in mind, I'll check with our engineers and come back to you.
- Jade VowlesNothing specific yet. I'll tell you when there is.
- Sharon TilleyIf there's a new system, Nigel's team will probably be asking me about budget anyway, so there's time.
- Daniel OkaforOf course. No pressure from us.
- Daniel OkaforLet me recap before we run out of time, since we've covered a lot. Sharon, you intend to continue on Growth. Lewis sends the renewal quote today, with the terms checked against the executed order form. I'll send the usage pack and a draft value summary in your words, by early next week.
- Daniel OkaforI'll offer times for a short session with the account managers, with Jade sitting in. Jade will send me the shift and officer fields from the rota source, with a sample, by the end of next week. And then a one to one on the dashboards builder for Jade. Have I missed anything?
- Sharon TilleyNo, that's everything. Except the signed paperwork, which comes from me, once I've had it past the right people.
- Lewis KerrYes. And I'd say, if you can, get it back to me ahead of the end date of 4 Jun 2026, so that the renewal on 5 Jun 2026 simply follows on.
- Sharon TilleyUnderstood. Thanks, Lewis.
- Jade VowlesAnd I'll write all of this up for the team after the call. I'll send it to you both too, if you'd like to check I've got it right.
- Daniel OkaforPlease. That would be a great help. Thank you, Jade.
- Sharon TilleyLast thing from me. Daniel, thank you for staying close to us since last year. It's noticed. Even when there's been nothing to report.
- Daniel OkaforThat's very kind, Sharon. It's a pleasure, and I mean that. You and the team have made it easy, because you actually use the thing.
- Lewis KerrFrom my side, thanks all. The quote will be with you today. I'll send that over today.
- Jade VowlesThanks everyone. Speak soon.
- Sharon TilleyThanks, all. Bye now.
- Daniel OkaforBye all. Best wishes.
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