Marlcliff Security Services / BG-Demo – Check In
Callcompleted
Marlcliff Security Services · 22 Jun 2026 14:30
Sharon Tilley is positive: about ten daily users against forty seats, no tickets in the last month, and a clear value line. She cannot commit budget alone, so the renewal needs a case for whoever signs.
What was said
What this says
As at Fri 9 Oct 2026Sharon Tilley is positive: about ten daily users against forty seats, no tickets in the last month, and a clear value line. She cannot commit budget alone, so the renewal needs a case for whoever signs.
What happened: Daniel Okafor ran a Growth check-in on 22 Jun 2026. Sharon described a recent incident where the account manager had the full history before ringing the client.
Customer view: Credit control, once sceptical, now checks incident history before chasing an invoice. Sharon said the value is finding out about problems before clients do.
Commercial: About thirty seats are unused. Night-shift supervisors would fit inside the existing licences, so this is adoption, not a contract change.
Watch: The contract runs to 4 Jun 2027 with renewal on 5 Jun 2027. Sharon said she cannot commit budget on her own, so the signer is not yet engaged. She asked for a summary she can forward.
Themes
As at Fri 9 Oct 2026Theme
Growth adoption and early renewal
Importance
praise
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 to send session options for the night-shift supervisors by the end of the week.
- Daniel to build a first morning dashboard with someone on Sharon's team.
- Daniel to write a usage summary Sharon can forward to her leadership.
Risks
As at Fri 9 Oct 2026- Sharon cannot commit budget alone, so the person who signs the renewal has not yet seen the value case.
- Dashboards builder on the Growth plan is barely used, so investment by the customer is thin.
Opportunities
As at Fri 9 Oct 2026- Night-shift supervisors can be onboarded within the forty seats already licensed, deepening adoption.
- New South Wales-bound contracts and a new starter mean more sites and users to bring in.
Transcript
Daniel OkaforHello Sharon, can you hear me all right?
Sharon TilleyLoud and clear, Daniel. Sorry, I'm a minute behind, I got caught in a corridor conversation.- Daniel OkaforNot at all, and thank you for making the time this afternoon. I wasn't sure whether anyone from your account management side was joining us.
- Sharon TilleyNo, just me. I thought we'd keep it light. Though I'll give you the incident of the week, because it made me think of you. An alarm panel at one of our clients' units kept dropping off overnight, and the account manager only found out when the client rang the control room first thing.
- Daniel OkaforOh, that's never a nice way to find out. How did it land in the end?
- Sharon TilleyFine, actually. That's the point. The control room had the history on screen, the account manager pulled up the client's sites and the earlier calls, and by nine they'd rung the client back with the cause. Which site, which shift, what did the client hear from us. All there.
- Daniel OkaforThat's lovely to hear. And it's exactly the sort of thing you described to us at the start.
- Sharon TilleyIt is. Mm. A year ago I was still asking people to go and look in three different places.
- Daniel OkaforJust to close the loop on where we are, this is the check-in under your Growth plan, so I thought we'd look at how the team is finding it, go through usage, and then touch on what's coming up. Does that suit you?
- Sharon TilleyThat suits me. Go on.
- Daniel OkaforSo, usage first. You've got forty licensed users, and over the last month the average number of people actually active has been about ten. That's up on the previous quarter, by a decent margin, so the direction is good.
- Sharon TilleyAbout ten. Right. I'd have said more, to be honest. It feels like everybody is in there.
- Daniel OkaforIt might be that people dip in rather than live in it. The ten or so are the ones coming most days. Do you have a feel for who they are?
- Sharon TilleyThe account managers mostly, two or three of the control room supervisors, and credit control uses it when they chase an invoice. I use it every morning before the ops meeting.
- Daniel OkaforThat sounds about right from what I see. And how is credit control finding it? I remember they were a bit sceptical to begin with.
- Sharon TilleyThey were. One of the team said it was just another screen. Now she says she wouldn't phone a client about an overdue invoice without checking the incident history first. Because if there's been a missed patrol, you don't want to be chasing them for money that week.
- Daniel OkaforYes, that's a really good use of it. Joining the invoices with the incidents and the calls is what it was built for.
- Sharon TilleyWell, it's why I sponsored it. Nobody should ring a client about money when we owe them an apology.
- Daniel OkaforCan I ask, over the year, what's been the biggest change you've seen in how people work?
- Sharon TilleyHonestly, the account managers. They used to turn up to client meetings with a folder. Now they've seen the sites, the incidents, last quarter's complaints, all of it before they walk in. One of them told me a client said it was the first time anyone from us knew their building better than they did.
- Daniel OkaforThat's the sort of thing I like to pass back to the team. Do you mind if I quote it, without a name?
- Sharon TilleyGo ahead. Just don't say which client.
- Daniel OkaforOf course. And the control room, how are they finding it for handovers?
- Sharon TilleyBetter. Shift handover used to be a notebook and a lot of shouting. Now the supervisor opens the incident list and talks through it. Still some shouting.
- Daniel OkaforHa, some things you can't fix with software.
- Sharon TilleyNot yet, anyway.
- Daniel OkaforNow, the questions people ask are rising too, and you have around thirty more seats than people using it. That's headroom, not a problem. I wanted to ask whether there's another team you'd like in the room.
- Sharon TilleyHm. Who would I want... The night-shift supervisors, probably. They're the ones who take the first call when something goes wrong, and half of them don't have a login.
- Daniel OkaforThat would fit inside the licences you already have, so no change to the contract at all. I could set them up for you, or run a short session.
- Sharon TilleyA short session would be better. They won't read a guide. Could you do it on a shift handover, maybe?
- Daniel OkaforI'd need to check what time works for them, but yes, I'm happy to. I'll come back to you by the end of the week with a couple of options.
- Sharon TilleyLovely. Let's get the account manager on it too, so they can show their own clients' sites.
- Daniel OkaforGood idea. How about the dashboards? Your plan includes the dashboards builder and I haven't seen much built recently.
- Sharon TilleyNo, we've not played with that enough. I keep meaning to. What would I even build?
- Daniel OkaforWell, what do you look at every morning before the ops meeting?
- Sharon TilleyIncidents from the last day by site, anything open, and the clients who've rung in more than once. Then I scribble it on a pad.
- Daniel OkaforThen that's your first dashboard. Could be done in an afternoon, honestly. Would you like me to sit with one of your people and build it together?
- Sharon TilleyYes. Do that. It'll save me the pad.
- Daniel OkaforDone. I'll put it in my notes. Now, anything not working? I notice there haven't been any tickets from you this past month, which is lovely, but silence can mean two things.
- Sharon TilleyHa. In this case it means nothing's broken. Mornings the data's there when I open it. If it wasn't, you'd hear from me quickly.
- Daniel OkaforI'd hope so. And the nightly refresh, you're happy with the timing for the control room?
- Sharon TilleyHappy. It's there before the day shift briefing and that's what matters.
- Daniel OkaforGood. Is there anything on your side changing? New systems, new offices, anyone leaving?
- Sharon TilleyNot that I know of. We're taking on a couple of contracts in South Wales, so more sites, but nothing else. Same people.
- Daniel OkaforMore sites, that's worth knowing. Do those get added to your CRM as normal, or will there be a different route?
- Sharon TilleyAs normal, I think. But I'll tell you if that changes, because I know that's what trips you up.
- Daniel OkaforAnd with the new sites, will the account managers be the same people or are you hiring?
- Sharon TilleyA bit of both. One new starter in the next few weeks, so I'll want them set up properly from day one.
- Daniel OkaforLovely. Send me their details when they start and I'll get them a login and a quick walk-through. That's within your forty seats too.
- Sharon TilleyBrilliant. Easier than last time, when it took them a month to find the right page.
- Daniel OkaforIt's the thing that most often catches us out, yes. A new source that nobody told us about.
- Sharon TilleyI'll make sure ops tell you first.
- Daniel OkaforOne more thing before I look ahead. If anyone asks you what it's worth, what would you say?
- Sharon TilleyThat we find out about problems before clients do. Which site, which shift, and what did the client hear from us. If I can answer that in a minute rather than an afternoon, it's worth it.
- Daniel OkaforPerfect. Do you mind if I use those words in the summary?
- Sharon TilleyUse them. Better than anything I'd write at short notice.
- Daniel OkaforThank you. Now, a gentle look ahead. The contract runs to 4 Jun 2027 and the renewal date is 5 Jun 2027, so it's a good way off, but I like to mention it early. You're on Growth at forty-four thousand a year at the moment, and we'll go through how it's going in the quarterly reviews between now and then.
- Sharon TilleyThat's fine. I'll be honest, I can't commit anything on budget on my own, but I've got no complaints. It's been worth it. Contracts kept is my rule.
- Daniel OkaforUnderstood, and I wouldn't ask you to. When we get nearer I'll make sure whoever signs it off sees the same picture you've just described.
- Sharon TilleyGood. Do that. Send me something I can forward.
- Daniel OkaforI will. I'll write a short summary of usage and what the team does with it, so there's something to pass on.
- Sharon TilleyPerfect.
- Daniel OkaforIs there anything you wanted from us that we haven't talked about? Any feature, any training?
- Sharon TilleySearch. People say it's brilliant on the calls but sometimes they don't get the right call. Is there a trick?
- Daniel OkaforA little one. If they put the client's name and the site together rather than just the client, it narrows it nicely. Most people only type the client.
- Sharon TilleyAh. That's it. I'll tell them.
- Daniel OkaforI can add that to the night-shift session too, with two or three other tips.
- Sharon TilleyDo. Right, anything else from you?
- Daniel OkaforI think that's everything. Just to close the loop: I'll send you session options for the night-shift supervisors by the end of the week, I'll book time with someone in your team to build the morning dashboard, and I'll write up the usage summary after this. And you'll tell ops to flag any new sites or systems to us.
- Sharon TilleyThat's all of it. Thanks, Daniel. Good call. Short and useful.
- Daniel OkaforHow is the team finding things generally, mood-wise? I know it's been busy.
- Sharon TilleyBusy but good. Sun's out, so everyone's in a better mood. Are you getting any of it?
- Daniel OkaforA bit, I'm sat by the window. Hoping for a walk after this.
- Sharon TilleyYou should. Right, I'll let you go.
- Daniel OkaforThank you again for your time, Sharon. Best wishes, and speak soon.
- Sharon TilleyThanks, Daniel. Bye.
Callsmade from