Marlcliff Security Services / BG-Demo – Check In
Callcompleted
Marlcliff Security Services · 14 Aug 2026 15:30
On 14 Aug 2026 Sharon Tilley said usage is a core group only and she has not pushed adoption. Her value case is invoice disputes and incident history. She will not commit budget to add-ons.
What was said
What this says
As at Fri 9 Oct 2026On 14 Aug 2026 Sharon Tilley said usage is a core group only and she has not pushed adoption. Her value case is invoice disputes and incident history. She will not commit budget to add-ons.
What happened: Daniel Okafor met Sharon Tilley alone, with Lewis unavailable. Around nine of forty licensed users are active on a typical day, down a little on the previous quarter.
Customer view: Sharon admits she has not pushed adoption since the spring, and new starters were given a login and nothing more. She values the control room incident history and the invoice dispute checks.
Commercial: The Growth contract runs to 4 Jun 2027 with renewal on 5 Jun 2027. Sharon cannot commit budget without those who sign it off, so the on-site training add-on is not in play.
Watch: The one high priority ticket last month hit the morning refresh and was fixed that day, but shift leads sit on problems. Sharon wants a monthly note naming who is using it.
Themes
As at Fri 9 Oct 2026Theme
Adoption gap and value
Importance
renewal
Sentiment
mixed
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Daniel Okafor to send account manager session slots by the middle of the following week.
- Daniel to start a monthly note naming who is using B-Viz and who is not, sent to Sharon only.
- Sharon Tilley to send Daniel the list of staff who had no induction.
Risks
As at Fri 9 Oct 2026- Active users are around nine of forty and slipping, with new starters never properly shown B-Viz.
- Sharon does not sign off budget herself, so renewal depends on leadership seeing the value.
- Shift leads may sit on stale data problems instead of raising them.
Opportunities
As at Fri 9 Oct 2026- A short account manager training session, part of the service, could widen usage beyond the control room.
- Her own value case, invoice disputes and incident history, can be written up ahead of the renewal.
Transcript
Daniel OkaforHello Sharon, good afternoon. Can you hear me all right?
Sharon TilleyAfternoon, Daniel. Yes, loud and clear. Sorry, I've just come out of the control room, give me a second to sit down.- Daniel OkaforOf course, no rush at all. Thank you for making the time on a Friday, I know it's never the quietest day.
- Sharon TilleyIt's never quiet in my job. Right, so, incident of the week. We had a night shift alarm escalation at one of our sites, and the client rang us before we'd rung them. Not good. Which site, which shift, that's what I was asking all morning.
- Daniel OkaforAh, that's the one you never want. Was it sorted in the end?
- Sharon TilleySorted, yes. Account manager rang them first thing and walked them through it. But what did the client hear from us, and when? That's the bit I care about. Anyway. You didn't ask me on here to hear about my week.
- Daniel OkaforWell, I did ask how your week was, so that's fair game. Just to say, it's only the two of us today. Lewis is tied up, but he's across everything and sends his best.
- Sharon TilleyFine by me. Lewis is good. Say hello back.
- Daniel OkaforI will. So this is a check-in, nothing heavy. I'd like to see how the team is finding B-Viz, look at how it's being used, and just close the loop on the ticket from last month. Then anything you want to raise. Does that work?
- Sharon TilleyWorks. Go on.
- Daniel OkaforLovely. Let me start with the general picture. You've been with us since June last year, so it's coming up on the second summer. You're on Growth, forty licensed users, the contract runs to 4 Jun 2027 and renewal is 5 Jun 2027. Invoices are all paid, nothing outstanding, so thank you to your finance team for that.
- Sharon TilleyThey're good with invoices. Keep it that way, is the message from me. Contracts kept.
- Daniel OkaforAbsolutely, and likewise from our side. The thing I wanted to talk about honestly is usage. On the licence we've got forty seats, and on a typical day I'm seeing around nine people actually active. It's dipped a little compared with the previous quarter.
- Sharon TilleyYeah. I've seen that coming, to be honest. Go on, what's your read?
- Daniel OkaforMy read is that it isn't a problem with the product as such. The people who use it, use it well. But it looks like a core group, and I'm not seeing the wider account management team coming in regularly. How is the team finding it, from where you sit?
- Sharon TilleyMixed. The control room love it. Anyone who's had a client ring up about a site, they pull up the incidents, the calls, the invoices all in one place, and they're done. Quick. The account managers, some of them are brilliant with it. Others, they're out visiting clients half the week, they go back to what they know.
- Daniel OkaforMm. That's a very common pattern, actually. The people who are out and about default to their phone and their notes.
- Sharon TilleyExactly that. And I'll be straight with you, I haven't pushed it enough since the spring. We had a busy patch, a couple of people left, new starters came in and nobody sat them down with it.
- Daniel OkaforThat's useful to know, thank you. So the new starters might not have been shown it at all.
- Sharon TilleyProbably not properly, no. They'd have been given a login and that's it. Which site, which shift, they can't answer those questions in their first week without it. That's what I keep telling myself.
- Daniel OkaforThen there's an easy first step. We can run a training session for the account managers, short, built around their own clients' sites. Not a feature tour. More like, here's a client who's just rung you, here's how you get the full picture in a minute.
- Sharon TilleyI like that. Does it need to be on site?
- Daniel OkaforNot at all. A video session works well, and if you'd prefer people in a room, you could gather them in Bristol and I'd join on screen. There's an on-site training day available as an add-on if you ever want that, but I wouldn't suggest it for this. Let's keep it light first.
- Sharon TilleyLight is good. Add-ons mean me asking upstairs and I'm not going there today. I don't commit budget without asking the people who sign it off.
- Daniel OkaforUnderstood, and I wasn't proposing anything with a price tag. The training session is part of your service. I'm just flagging the option exists.
- Sharon TilleyGood. Then yes, let's do it. Let's get the account managers on it. When?
- Daniel OkaforI'll come back to you by the middle of next week with a couple of slots. Could you give me a sense of how many people we're talking about, roughly, and whether the new starters should come as a separate group?
- Sharon TilleyRoughly a dozen, maybe a few more. Put the new starters in with everybody. They'll learn faster seeing the old hands do it.
- Daniel OkaforLovely. Now, can I ask something a bit different? When the control room team use it, what are they asking it most? I'd like to understand what's valuable to you.
- Sharon TilleyMostly incident history for a client. Has this site had alarm trouble before, who attended, what was said on the call. And then credit control use it when a client disputes an invoice, they can see the patrols that were done against what was billed. That's saved arguments.
- Daniel OkaforThat's a great example. Would you be happy if I used that in how we describe the value back to your leadership, at some point? Not named, just the idea.
- Sharon TilleyUse it, yes. Say it came from me. If anyone asks me what we get for forty-four thousand a year, that's my answer. It's the disputes and it's the incident history.
- Daniel OkaforThat's really helpful to hear, and it's the sort of thing I'd like us to capture properly before the renewal, so it's written down and not just in our heads.
- Sharon TilleyMm. Yeah. Renewal's a while off though, isn't it?
- Daniel OkaforIt is, it's next summer, so there's plenty of time. I only mention it because it's far easier to build that case now, while things are calm, than in a rush.
- Sharon TilleyFair. Right, the ticket. You said you wanted to close the loop.
- Daniel OkaforYes. You raised one high priority ticket last month, and it's the only one in that period. I've been through it and it's resolved. But I wanted to hear from you whether it felt resolved, rather than just marked as closed.
- Sharon TilleyIt was fine. A bit nerve-racking at the time, because it hit the morning refresh, and the control room was working from yesterday's picture for a bit. But support came back quickly and it was fixed that day.
- Daniel OkaforGood, I'm glad it felt that way. I'll be honest, the one thing I'd say is that if the morning data isn't right, please shout straight away, don't wait to see whether it corrects itself. Growth has a quick first response for high priority issues and we'd rather use it.
- Sharon TilleyNoted. I'll tell the shift leads as well. They sometimes sit on things because they don't want to bother anyone.
- Daniel OkaforNever a bother. Honestly. Is there anything on your side you'd like to change about how we work together? Reports, contact, anything at all.
- Sharon TilleyNot really changing. If anything I'd like a short note from you every month or so. Who's using it, who isn't. Then I can nudge the right managers instead of everybody.
- Daniel OkaforI can do that. A simple summary, named users with how often they've been in, and I'll keep it plain. Would you want it to go to anyone else?
- Sharon TilleyJust me for now. If it's useful I'll pass it on.
- Daniel OkaforPerfect. So, just to close the loop on the whole call. I'll send you slots for the account manager session by the middle of next week. I'll start the monthly usage note, and I'll write up the value points you gave me, the disputes and the incident history, so we have them for later. Anything I've missed?
- Sharon TilleyNo, that's it. And me, I'm going to find out who's actually had no induction and send you the list. Might be a few names.
- Daniel OkaforThat would help a lot, thank you. Then I can tailor the session. Well, thank you for your honesty today, Sharon. It's much more useful than polite answers.
- Sharon TilleyI don't do polite. Not on a Friday, anyway. Right, I've got to go and chase that incident report, it's not going to send itself.
- Daniel OkaforGo, go. Have a good weekend, and I hope the client is happier by Monday.
- Sharon TilleyThanks, Daniel. Speak soon.
- Daniel OkaforSpeak soon. Best wishes.
Callsmade from