Marlcliff Security Services / BG-Demo – Check In
Callcompleted
Marlcliff Security Services · 10 Jul 2026 13:30
Sharon Tilley reports usage up by about a quarter, a support ticket handled well, and asks about a patrol-data connector. She wants a proper value case to take to her leadership ahead of renewal.
What was said
What this says
As at Fri 9 Oct 2026Sharon Tilley reports usage up by about a quarter, a support ticket handled well, and asks about a patrol-data connector. She wants a proper value case to take to her leadership ahead of renewal.
What happened: Daniel Okafor ran a Growth check-in on 10 Jul 2026. Active users are around eleven a day, spread across account managers, control room supervisors and credit control.
Customer view: Sharon said the first reason to pay is that clients hear from BG-Demo first when something goes wrong. She called BG-Demo one of the few suppliers where she does not dread the call.
Commercial: Sharon asked what adding patrol and guard tour data would involve. Daniel has not confirmed whether it fits the Growth connector allowance and will answer by the middle of the following week, bringing in Lewis Kerr if it needs more connectors.
Watch: Sharon cannot commit budget alone. Renewal is early next June, so examples and usage evidence matter.
Themes
As at Fri 9 Oct 2026Theme
Value case and connector request
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 to check the connector position for the patrol data and reply by the middle of the following week.
- Daniel to confirm a quarterly review date away from Sharon's month-end and prepare the usage picture.
- Sharon to ask her account manager about building the briefing page and gather examples of where it helped.
Risks
As at Fri 9 Oct 2026- Sharon needs a proper value case for her leadership, and the time-saving part is not yet measured.
- Connector headroom on Growth is unconfirmed, so an unplanned yes or no could damage trust.
Opportunities
As at Fri 9 Oct 2026- A patrol and guard tour connector could be an extra-connector add-on or a deeper-roots win.
- Night-shift supervisors and other unintroduced users can fill the headroom between eleven daily users and forty seats.
Transcript
Daniel OkaforHello Sharon, can you hear me alright?
Sharon TilleyLoud and clear. Hi Daniel. Sorry, I'm just getting rid of a stack of paper, give me two seconds.- Daniel OkaforNo rush at all. Thank you for making the time on a Friday afternoon, I know it's the day everything lands on your desk.
- Sharon TilleyIt is. Right, I'm here. Is it just us two today?
- Daniel OkaforJust us, yes. I did wonder whether anyone from your account management side might join, but I think it's a good one to keep small. How's the week been?
- Sharon TilleyBusy. Let me start with the incident of the week, because it's actually relevant to you. We had an alarm activation at a client's warehouse on Tuesday night. Control room handled it properly, patrol attended, nothing taken. But the thing I care about is what the client heard from us.
- Daniel OkaforOf course. And what did they hear?
- Sharon TilleyThat's the point. The account manager had the report and a summary of the site history in front of her before the client rang. She called them first, at the start of the day. Before B-Viz she'd have found out when the client emailed us, annoyed, at nine.
- Daniel OkaforThat's lovely to hear. That's exactly the thing you described to us at the start, isn't it? Account managers who know every site.
- Sharon TilleyYeah. Which site, which shift, what happened last time. She asked it in plain English and got the lot. She didn't have to ring the control room and wait.
- Daniel OkaforMm. And how is the team finding it more generally? I'd rather hear it from you before I show you any charts.
- Sharon TilleyHonestly, better than I expected a year ago. I was a bit worried it would be one of those tools the keen people use and everyone else ignores. There's a core group who live in it now. Credit control are in there more than I thought they'd be.
- Daniel OkaforCredit control, that's interesting. What are they using it for?
- Sharon TilleyMostly seeing a client's invoices next to their incidents and calls. If somebody's chasing a late payer and the same client has had three complaints about missed patrols, they want to know that before they pick up the phone. It stops us being tone deaf.
- Daniel OkaforRight, that's a good use of it. Just to close the loop on that, you've got no overdue invoices with us at the moment, which I'm glad to say, so nothing to chase on our side.
- Sharon TilleyGood. I'd hate for us to be the late payer when we lecture our own clients about it.
- Daniel OkaforHa, well, quite. Shall I share my screen and walk you through what I'm seeing on usage? It's short, and then we can talk about whatever's on your mind.
- Sharon TilleyGo on.
- Daniel OkaforOkay, you should see it now. Can you see a page with a line going up and to the right?
- Sharon TilleyI can. That looks healthy, anyway.
- Daniel OkaforIt is. So this is active users, averaged over the last thirty days. You're running at around eleven people a day, and that's up by about a quarter on the previous quarter. That's a real climb, not a blip.
- Sharon TilleyA quarter. That fits with what I'm hearing. Who's driving it, do you know? Because I'd like to know it's not just me and two others.
- Daniel OkaforGood question, and I did check that. It's spread across the account managers and the control room supervisors, with credit control coming through as a smaller group. You're not the only one asking the questions, and I'd say that's the healthiest sign of the lot.
- Sharon TilleyGood. I don't want it hanging off one person. If I get run over by a bus, it should carry on.
- Daniel OkaforWell, let's hope the bus stays away. But yes, that's the right instinct. Now, you're licensed for forty users on Growth, so there's a lot of headroom between eleven a day and forty.
- Sharon TilleyYeah, I've been thinking about that. Not everyone needs it every day. Some of the account managers will only look when there's a problem. But I do think we've got people who haven't had a proper introduction.
- Daniel OkaforThat would be my reading too. Not that anyone's doing anything wrong. It's more that people tend to pick it up from a colleague, and the colleague shows them one or two things, and they never see the rest.
- Sharon TilleyThat's exactly it. Our night shift supervisors, for one. They've seen it on the big screen in the control room, but I don't think they've sat down and used it.
- Daniel OkaforWould it help if I ran a session for them? Perhaps one at a time that suits the shift pattern. I'd need you to tell me what works, because I don't know your rota.
- Sharon TilleyYes. Let me think. Handover is the awkward bit. If you did it just before the evening handover, you'd catch the day team on their way out and the night team on their way in. Could be a good window.
- Daniel OkaforThat sounds sensible. I'll come back to you with a couple of options for the format, and you can tell me which one the supervisors would actually turn up for.
- Sharon TilleyPlease. And keep it practical. Nobody wants a tour of features. Show them an alarm, a site, a client, and how to get to the answer.
- Daniel OkaforUnderstood. Built around real incidents, then. Maybe even yours from this week, if you're comfortable with that, suitably tidied up.
- Sharon TilleyTidied up, yes. I won't have an officer's name on a slide, ever. But the shape of it, fine.
- Daniel OkaforOf course. Never an officer's name. Right, moving on. The other thing on my list is support. You had one ticket in the last month, and it was marked high priority.
- Sharon TilleyYes, I remember. That was the one where the view for one of the teams wasn't showing what it should. We were a bit twitchy because it was the week before a client review.
- Daniel OkaforThat's right. And it was dealt with within the time we commit to for Growth, which I checked against the timestamps rather than just taking the ticket's word for it. How did it feel from your side?
- Sharon TilleyFine. Quick, polite, and I wasn't left guessing. That's all I ask. If something's wrong I want to know what's going on, even if the answer is that you don't know yet.
- Daniel OkaforThat's fair, and I'll pass that on to the support team. They'll be pleased. It's not often someone says it's all they ask, because usually it's the hardest thing.
- Sharon TilleyHa. Well, you know me. Short sentences and a straight answer.
- Daniel OkaforI do. Which is why I appreciate working with you. Let me ask you something a bit different. Is there anything you wish it did that it doesn't?
- Sharon TilleyHmm. Let me think about that properly. There's one thing. When we have a serious incident, I want a quick view that pulls together the site, the contract, who the client contacts are, and the last few incidents, in one go. A sort of briefing page I can hand to an account manager.
- Daniel OkaforRight. A page per client, effectively. You can already build pages, and Growth includes the dashboards builder, so I think we can get quite close with what you have. Have your team built any dashboards yet?
- Sharon TilleyOne or two, I think. Mostly from the early days. I haven't looked at them for a while.
- Daniel OkaforThen what I could do is sit with whoever is your most confident user and build that briefing view together. Half an hour, perhaps. Then if it works, others can copy it.
- Sharon TilleyI like that. Let's get the account manager on it, the one who got the call in first on Tuesday. She'll tell you straight if it's rubbish.
- Daniel OkaforExcellent, I like a straight critic. I'll need her details from you, or if you'd rather, you can ask her whether she's happy to be introduced.
- Sharon TilleyI'll ask her on Monday and drop you a line. She's off today.
- Daniel OkaforPerfect, thank you. Now, the other part of a check-in is looking a bit further out. You're on Growth at forty-four thousand a year, and the contract runs through to the beginning of next June.
- Sharon TilleyYes. I've got that in the diary. I'd rather talk about it early than get a surprise.
- Daniel OkaforAgreed, and I don't want to rush it either, we're a good way off. What I'd like to do is make sure that when we do sit down, we can show what B-Viz has actually done for you, in terms your own leadership recognises. Not just users and page views.
- Sharon TilleyThat's sensible. I've got to be able to say why it's worth the money. I can't commit budget on my own, so I'd need to take anything to my leadership with a proper case.
- Daniel OkaforOf course, and I wouldn't ask you to. So what would make the strongest case, do you think? If someone senior asked you, why do we pay for this?
- Sharon TilleyTwo things. Clients hear from us first when something goes wrong. And account managers aren't spending half their morning ringing round for information. If I can put a number on the time saved, even roughly, that's good. But the first one is the real reason.
- Daniel OkaforI'd say the first is the harder one to measure, but it's the one people remember. Perhaps we could gather a few examples like Tuesday's. Real ones, with the date and what the client said afterwards.
- Sharon TilleyI can do that. I'll ask the account managers to jot down any time it made a difference. Keep it simple, a couple of lines each.
- Daniel OkaforThat would be really valuable. And on my side, I'll pull the usage together, the questions your teams are asking, and who's asking them, so we have the other half of the picture.
- Sharon TilleyGood. Is that for the next quarterly review?
- Daniel OkaforYes, it fits nicely there, since Growth includes a quarterly review. I don't own the diary on the exact date yet, so I'll check and come back to you rather than guess.
- Sharon TilleyFine. Make sure it's not during our busy week at the end of the month, when the invoicing goes out.
- Daniel OkaforNoted. Avoid the end of the month. Thank you, that's very helpful.
- Sharon TilleyCan I ask about something else while you're here? Connectors. We've talked before about adding another source.
- Daniel OkaforYes, I remember the conversation. Remind me, which one were you thinking of?
- Sharon TilleyMainly the patrol and guard tour data. The control room has it in a separate system and it would help to see whether patrols were completed alongside the incidents. I'm not asking you to switch anything on today. I just want to know what it would involve.
- Daniel OkaforUnderstood. Honestly, the first question is whether it's within the connectors included in your plan. Growth has a set number, and I'd need to look at how many you've used before I tell you anything. I don't want to say yes and then have to take it back.
- Sharon TilleyThat's fair. I'd rather have a careful answer.
- Daniel OkaforI'll check and come back to you by the middle of next week. If there's room, it's a matter of agreeing who looks after it on your side. If there isn't, there are ways to add more, and then it becomes a conversation with Lewis about the commercial side.
- Sharon TilleyLewis. Right, yes. He's the one I spoke to when we first signed. Is he still the person for that?
- Daniel OkaforHe is, yes. Lewis Kerr is still your account owner at our end, and I work alongside him. So if it comes to that, I'll bring him in and we'll keep it simple for you.
- Sharon TilleyGood. I don't like being passed around.
- Daniel OkaforNo, nor should you be. You'll have me as the first point of contact, same as ever.
- Sharon TilleyOkay. What else have you got? I've got till about the hour, but not much more.
- Daniel OkaforNot a lot more, honestly. Let me just check I haven't missed something. Oh, yes. Freshness. The overnight refresh has been completing on time as far as I can see, so the morning data should have been current when your account managers sat down. Have you noticed anything off?
- Sharon TilleyNothing. The account manager on Tuesday had the incident from the night before, so that's about as fresh as I'd expect.
- Daniel OkaforLovely. And if you ever do see something that looks stale, tell me straight away, even if you're not sure. I'd much rather hear a false alarm than miss a real one.
- Sharon TilleyWill do. Our people are good at that, to be fair. Control room instinct. If it looks odd, they say so.
- Daniel OkaforThat's a habit worth having. Right, so shall I recap what we've agreed?
- Sharon TilleyPlease.
- Daniel OkaforFrom my side: I'll send you a couple of options for the supervisor session, timed around handover. I'll check the connector position for the patrol data and come back to you by the middle of next week. I'll confirm a date for the quarterly review, away from your month-end. And I'll pull together the usage picture ahead of that.
- Sharon TilleyAnd from mine: ask the account manager about building the briefing page with you, and get the team to jot down examples of where it's helped.
- Daniel OkaforExactly that. And I'll write it up in an email today so you've got it in front of you.
- Sharon TilleyThanks. That's useful, I'll forward it on.
- Daniel OkaforBefore we go, is there anything worrying you that we haven't touched on? Anything at all, even if it feels small.
- Sharon TilleyNo, I don't think so. I'll be honest, this is one of the few suppliers where I don't dread the call. You do what you say. So thanks for that.
- Daniel OkaforThat's very kind of you, Sharon. It means a lot, and I'll make sure the wider team hears it. Enjoy what's left of your Friday.
- Sharon TilleyYou too. Speak soon. Thanks, Daniel.
- Daniel OkaforBest wishes, Sharon. Bye for now.
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