Marlcliff Security Services / BG-Demo – Renewal
Callcompleted
Marlcliff Security Services · 5 May 2026 14:45
Finance Director Nigel Fairbrother would not decide on the 5 May 2026 call and wants numbers first. He questioned nine or ten active users out of forty licences. Renewal is open at the £44k Growth list price, against £40k now.
What was said
What this says
As at Fri 9 Oct 2026Finance Director Nigel Fairbrother would not decide on the 5 May 2026 call and wants numbers first. He questioned nine or ten active users out of forty licences. Renewal is open at the £44k Growth list price, against £40k now.
What happened: Daniel Okafor and Lewis Kerr walked Nigel Fairbrother and Michelle Pomeroy through usage, price and timing. Nigel said at the start that he was not deciding anything on the call.
Customer view: Nigel read nine or ten daily users against forty licences as a quarter of what Marlcliff pays for. Michelle, from credit control, said her team use it every morning but could not put a figure on the saving.
Commercial: Lewis said the first-term discount ends at renewal and that the open renewal deal is £44k against the current £40k. Nigel asked for the difference in pounds on the quote. Payment is on time, there were no tickets in the last thirty days, and Lewis advised against adding users.
Watch: The decision rests on a one-page summary by team and a count of invoice disputes. The call ended with a follow-up booked for about a week after that page arrives.
Themes
As at Fri 9 Oct 2026Theme
Growth renewal value case
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- Lewis Kerr sends the renewal quote on 5 May 2026 with VAT shown and the difference from £39,600 spelled out.
- Daniel Okafor sends a one-page usage summary by team the following week and offers training slots by Friday.
- Michelle Pomeroy counts invoice disputes from the accounting system for the next call.
Risks
As at Fri 9 Oct 2026- Nigel Fairbrother sees only nine or ten daily users on forty Growth licences and wants a measurable saving before renewing.
- The renewal moves from £39,600 to the £44,000 list price as the first-term discount ends, and he wants the difference shown in pounds.
- Michelle Pomeroy could not put a number on the benefit, so the value case currently rests on anecdote.
Opportunities
As at Fri 9 Oct 2026- Credit control and account managers already use B-Viz daily, and Michelle called the combined invoice, patrol and incident view the part she would be sorry to lose.
- A one-page summary by team and a count of disputes handled could turn the anecdotes into a figure Nigel can use.
- A training hour for account managers who have not logged in much could lift usage on the licences already paid for.
Transcript
Daniel OkaforHello, can you hear me all right? I think I'm the first one in.
Lewis KerrAfternoon, Daniel. Yes, loud and clear. I'll admit the others from the lobby.
Michelle PomeroyHello, afternoon both. Is the picture a bit slow for you, or is it just me?- Daniel OkaforA touch behind, but the sound is fine. Michelle, thank you for making the time. Is Nigel joining us as well?
Nigel FairbrotherI'm here. Sorry, I was finishing a margin report. How many users are actually using it these days?- Daniel OkaforStraight in, lovely. I do have that, and I'll come to it in a moment. Let me just say thank you all for your time first, because I know the week is busy.
- Lewis KerrAnd just so we're all clear on why we're here: the Growth subscription runs to 4 Jun 2026, and the renewal falls on 5 Jun 2026. I'd like to leave today knowing what you want to renew, and by when you need the paperwork.
- Nigel FairbrotherFine. But I'm not deciding anything on this call. I want to see the numbers before the renewal.
- Lewis KerrUnderstood, and that's entirely reasonable. We'll send you what you need.
- Daniel OkaforShall I share my screen? I've got the usage view up. Tell me if you can see it.
- Michelle PomeroyYes, I can see it. It's a bit small. Could you make it bigger?
- Daniel OkaforIs that better? Good. So, Nigel, you have forty licences on Growth. Over the last thirty days, around nine or ten people have been active on an average day. That is up by about half compared with the quarter before.
- Nigel FairbrotherNine or ten out of forty. That's a quarter of what we pay for.
- Daniel OkaforThat is a fair way to put it, and I won't dress it up. Daily average and the number of people who have ever logged in are different things, though. Can I show you who they are?
- Nigel FairbrotherGo on.
- Daniel OkaforSo the heaviest group is the control room, then the account managers, and Michelle's credit control team. The account managers are the newest and they've grown the most since the winter.
- Michelle PomeroyThat's right. My team use it every morning now. Before, I'd be in the accounting system, then the call logs, then somebody's spreadsheet, just to find out whether a client had rung about a patrol before I chased their invoice.
- Nigel FairbrotherWhat's that per contract, though? Does it save us anything I can put a number on?
- Michelle PomeroyI can't give you a number, Nigel, not honestly. What I can say is that fewer chasers go out to clients who have an open complaint, and that has stopped a couple of awkward conversations.
- Nigel FairbrotherAwkward conversations aren't a figure. Mm. But go on.
- Daniel OkaforJust to close the loop on that, Nigel. The question we hear most from your people is about a client's sites, incidents and invoices side by side. That is exactly what you bought it for. I'd like us to pick one or two of those questions and measure them properly before the renewal, rather than lean on anecdote.
- Nigel FairbrotherThat I'd like. Which two?
- Daniel OkaforI'd suggest time spent preparing a client review for the account managers, and the number of chasers sent to clients with an open incident. Michelle, does that sound workable from your side?
- Michelle PomeroyThe second one, yes. I can pull what we send from the accounting system and we can compare it with before. The first is more of a conversation with the account managers.
- Lewis KerrIf I may, on the commercial side. The contract today is a Growth subscription at £39,600 a year, signed on 5 Jun 2025. That price reflected a first-term discount.
- Nigel FairbrotherWhich comes off at renewal, I assume.
- Lewis KerrYes. It applies to the first term only. To put a number on it, the renewal deal I have open is £44,000, which is the Growth list price, against the £39,600 you pay now. I'll send the full quote over today, with the VAT position written out, so that it isn't from memory.
- Nigel FairbrotherNever accept a percentage without the base, so tell me the difference in pounds.
- Lewis KerrIt's £44,000 less £39,600. I'll put the difference on the quote itself, so you have it in black and white and don't have to take my arithmetic on trust.
- Nigel FairbrotherHm. Right.
- Michelle PomeroyCan I ask something about the invoicing? Will the renewal invoice go out on the same terms as last year? I'd rather not have to rearrange the payment run.
- Lewis KerrAnnual in advance, thirty-day terms, as now. If you'd prefer quarterly, we can do that on request. Do you want me to price both so Nigel can see them next to each other?
- Nigel FairbrotherAnnual is fine if the number is right. Cash is cash. We've paid on time, I take it?
- Daniel OkaforNothing overdue on our side, and, Michelle, you'd know better than me.
- Michelle PomeroyNothing outstanding. Everything's been paid inside terms.
- Nigel FairbrotherGood. And support? I haven't heard anything from my people, which is either very good or very bad.
- Daniel OkaforIn this case I think it's the good kind. There have been no tickets from you in the last thirty days, and nothing urgent. The nightly refresh has been landing before the start of the working day. How is the team finding it, Michelle, from the morning side?
- Michelle PomeroyHonestly, by the time I get in the data is there. The only thing I've noticed is people asking whether they can add a few more colleagues, but I told them to wait until we'd decided about the renewal.
- Lewis KerrMichelle, I'd gently hold off on that. With forty licences and fewer than ten active on an average day, there is plenty of room on the licences you already have. I wouldn't want anyone adding people before the usage justifies it.
- Nigel FairbrotherThat's an unusual thing for a salesman to say.
- Lewis KerrI'd rather you renew with confidence than renew with a wish list. If the numbers say you need more later, we'll talk about it then.
- Daniel OkaforAnd that links to something I wanted to offer. We have forty seats and plenty of unused ones. Rather than add anyone, I could run a short training session for the account managers who haven't logged in much. An hour, on their own clients' data.
- Nigel FairbrotherWho would that be, practically? I don't want to pull the whole sales floor off the phones.
- Michelle PomeroyI'd guess a handful. I can ask the head of account management and come back to you, Daniel.
- Daniel OkaforI'll come back to you by Friday with a couple of slots, and we can fit around the rota.
- Nigel FairbrotherLet me ask something else. What happens if I want to leave it as it is? Same tier, same everything, no extras.
- Lewis KerrThen that is the renewal I've described: Growth, forty users, the connectors you have now, co-termed to your renewal date. Nothing more to it. The open deal in our system carries an expected close of Tuesday 26 May 2026, so that is the date I've been working to.
- Nigel FairbrotherThat's three weeks away. And what if I'm not ready?
- Lewis KerrThen say so, and I'll move it. The real deadline is the end of the term on 4 Jun 2026. I'd just rather not leave it until the last week, for your finance team's sake as much as ours.
- Michelle PomeroyPlease, yes. Last year the paperwork landed late and it was a scramble.
- Daniel OkaforWhich is partly why I'd like the usage evidence to reach Nigel early. If I send you a short summary next week, Nigel, with the two measures we talked about and the active users by team, would that help?
- Nigel FairbrotherYes. Keep it to one page. And show me the people by team, not just a total.
- Daniel OkaforOne page, by team. Noted.
- Michelle PomeroyCan I raise one more thing? It's a small one. When a client disputes an invoice, I'd love to see the site visits and the incident log at the same time. I can do it now, but it takes several clicks.
- Daniel OkaforThat's a good use. Let me try it while you're here, if you don't mind. Give me a client you're comfortable naming.
- Michelle PomeroyUse one of the larger retail ones, the dispute from last month.
- Daniel OkaforThere. If I ask for the open invoice, the patrols logged on those dates and any incident reports, it brings them together. Does that match what you remember?
- Michelle PomeroyYes. Yes, it does, and that's the part I'd be sorry to lose.
- Nigel FairbrotherHow long did that take you just now?
- Michelle PomeroySeconds, honestly. The old way is ten minutes if nobody interrupts me, and somebody always does.
- Nigel FairbrotherTen minutes a dispute. How many disputes? Get me that and I can do something with it.
- Michelle PomeroyI'll count them from the accounting system. It won't be exact but it'll be honest.
- Lewis KerrThat would be a useful figure for the one-pager as well, Daniel. Disputes handled, with and without.
- Daniel OkaforAgreed. I'll keep it simple so it can't be argued with.
- Nigel FairbrotherFine. Anything else I should know before this goes further? Any price change coming that I haven't been told about?
- Lewis KerrNot for this renewal. What I've described is the position, and the quote will say it in writing. If anything on it surprises you, tell me before you sign and not after.
- Nigel FairbrotherGood. I'll have a look when it arrives.
- Michelle PomeroyNigel, would you want me on the next call as well? I could bring the dispute numbers.
- Nigel FairbrotherYes. Bring them. And if my people tell me they don't use it, I'll tell you.
- Daniel OkaforI'd expect nothing less, and I'd rather hear it from you than guess. How is the team finding it is a question I'll keep asking until you're sick of it.
- Michelle PomeroyHa, that's fair.
- Lewis KerrSo, to go through what happens next. I send the renewal quote today, VAT shown, with the difference from the current £39,600 spelled out. Daniel sends the one-page summary next week, by team. Michelle counts the disputes. Daniel offers training slots by Friday.
- Daniel OkaforAnd I'll check in with Michelle before the next call to see whether the training dates suit the rota.
- Nigel FairbrotherThen we speak again once I've seen the page. Not before. Can we say a week after it arrives?
- Lewis KerrLovely. I'll send a short invitation after the one-pager goes out, and it'll still leave us comfortably ahead of the end of the term.
- Michelle PomeroyThank you both. That was more useful than I expected.
- Daniel OkaforThank you all for your time. Just to close the loop, I'll send a note today summarising what we agreed, so nobody has to rely on memory.
- Nigel FairbrotherRight. Speak soon.
- Lewis KerrCheers, everyone. Quote coming this afternoon.
- Daniel OkaforBye for now, all. Best wishes.
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