Marlcliff Security Services / BG-Demo – Check In
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Marlcliff Security Services · 8 Sep 2026 13:45
Daniel raised falling daily use on Growth with Sharon. She says the data is trusted and the issue is habit. She needs a better value answer before renewal and cannot change budget without the budget holder.
What was said
What this says
As at Fri 9 Oct 2026Daniel raised falling daily use on Growth with Sharon. She says the data is trusted and the issue is habit. She needs a better value answer before renewal and cannot change budget without the budget holder.
What happened: Daniel showed Sharon that connectors, records indexed and the nightly refresh were healthy. Active users averaged around seven a day, down roughly a third on the previous quarter, out of forty seats.
Customer view: Sharon called the team's use mixed and said account managers had drifted back to spreadsheets. She said nobody had called the data wrong or slow, and that it was not a habit yet.
Commercial: Sharon sponsored the purchase and expects to be asked whether the money is wasted before the June renewal. She cannot commit budget changes without the budget holder, who she may bring to the next quarterly review.
Watch: Questions asked come mostly from Sharon and one control room supervisor, and nobody covers when the supervisor is away. Daniel offered an account manager session, an unused seats list, a morning client view and two named champions.
Themes
As at Fri 9 Oct 2026Theme
Growth adoption 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 to offer two or three session slots by the end of the following week.
- Daniel to send a list of seats not used for a while and draft the morning client view.
- Sharon to name two champions and check which afternoons suit the account managers.
Risks
As at Fri 9 Oct 2026- Daily use of about seven people out of forty seats could be questioned by Sharon's seniors before the renewal.
- Use rests on Sharon and one control room supervisor, with no one covering the supervisor's questions.
- Sharon cannot agree any seat or tier change without the budget holder.
Opportunities
As at Fri 9 Oct 2026- A session for account managers built on their own clients could make daily use a habit.
- A morning client-health view using the dashboards builder included in Growth could give a single daily check.
- Bringing the budget holder to the next quarterly review gives a route to a value case.
Transcript
Daniel OkaforHello Sharon, can you hear me all right?
Sharon TilleyLoud and clear. Sorry, I'm just out of a handover, give me a second to find my notes.- Daniel OkaforNo rush at all. Thank you for making the time, I know it's a busy afternoon for you. It's just the two of us today, I think? I wasn't sure whether anyone else from your side was joining.
- Sharon TilleyJust us. Right. Incident of the week, because it's been bothering me. A client rang the control room about something overnight before we'd told them ourselves. Which is exactly what I don't want. What did the client hear from us? Nothing. They heard it from their own guard.
- Daniel OkaforOh, that's not a nice position to be in. Was it one of the sites where the account manager would normally have the history in front of them?
- Sharon TilleyThat's the thing. Yes. The account manager had it all in B-Viz if they'd looked. Sites, last incidents, the calls, the lot. They went to the old places instead. Which site, which shift, who spoke to whom, they were piecing it together from three screens.
- Daniel OkaforMm. And I suppose that's partly why I wanted this call. I've been looking at the usage ahead of today, and I'd rather talk it through with you than send you a chart and hope for the best.
- Sharon TilleyGo on. I had a feeling you'd say that.
- Daniel OkaforSo, just to set the scene. You're on Growth, forty licensed users, and you've been with us since Thursday 5 June 2025. The contract runs to 4 Jun 2027, so there's plenty of road ahead. Invoices are all settled, nothing overdue on our side or yours, and the order form and what we invoice agree at £44,000 a year. So commercially, there's nothing to worry about.
- Sharon TilleyGood. I like boring on the money side.
- Daniel OkaforHa, me too. But the number of people actually logging in each day has come down. Over the last month it's averaging around seven people a day, and compared with the previous quarter that's down by roughly a third. Out of forty seats.
- Sharon TilleySeven. Right. Well, that's not great, is it.
- Daniel OkaforI'm not saying it to alarm you. I'd just rather we look at it together while it's a conversation and not a problem. How is the team finding it? Honestly, in your own words.
- Sharon TilleyHonestly? Mixed. The control room people use it when they're stuck. The account managers, some of them love it, some of them have drifted back to their spreadsheets. And it's been the summer, so half the team has been on leave at some point. But I don't think that's the whole story.
- Daniel OkaforNo, I wouldn't think it's only holidays either. Do you have a feel for which group has drifted furthest? Account managers, control room, credit control?
- Sharon TilleyAccount managers, mostly. Credit control still use it for the invoice side, because they can see the client's open calls next to the account. The control room use it for site history. But the account managers have got a lot of clients each, and if the answer isn't quick they go back to what they know.
- Daniel OkaforThat makes sense. Can I ask, when they do go back, is it that the answer wasn't there, or that they didn't think to ask?
- Sharon TilleyMm. Good question. I'd say they didn't think to ask. Nobody's said the data's wrong. Nobody's said it's slow. It's more that it's not a habit yet.
- Daniel OkaforThat's helpful, thank you. Because it changes what we do. If it were stale data I'd be talking to our engineers. If it's habit, then that's about training and about the way you run your mornings.
- Sharon TilleyCan I check, though. Is the data fresh? I don't want to tell my people to rely on it and then find it's behind.
- Daniel OkaforFair challenge. Let me share my screen, hold on. Can you see it?
- Sharon TilleyI can see a lot of blue. Yes, that's it.
- Daniel OkaforGood. So this is your connectors page. Everything that you have connected is loading, and the records indexed have been moving up steadily, which is what I'd want to see. Nothing has gone flat, nothing has stopped. And the nightly refresh has been finishing ahead of seven in the morning on working days.
- Sharon TilleySo the data's there. It's us not using it.
- Daniel OkaforThat's how I read it, yes. And support-wise, you've raised one ticket this past month, nothing urgent, and nothing that suggests a fault. I'll come back to you with the detail on that one, but it was routine.
- Sharon TilleyYes, that was one of the credit control team asking how to filter something. Easy.
- Daniel OkaforThat's the one. Right. Now the questions asked, which is the measure I trust most. It's gone down in step with the active users, and a good share of them come from a small number of people.
- Sharon TilleyLet me guess. Me and one of the control room supervisors.
- Daniel OkaforYou're in there, yes. And I'll be honest, that's the part that concerns me a little. When so much of the use sits with a few people, it only takes a rota change or a holiday and the whole picture looks thin.
- Sharon TilleyRight. Which is a risk for me, because I sponsored this. If I get asked what we're getting for it, I'd like to have a better answer than, well, I use it.
- Daniel OkaforExactly, and I'd like to help you with that answer. Can I suggest a couple of things and you tell me what's realistic?
- Sharon TilleyPlease.
- Daniel OkaforFirst, a short session just for the account managers. Not a general tour. Built around the moment you described: a client rings about an incident, and in a couple of minutes you can see the site, the last incidents, the calls and whether there's an open invoice. I'd use your own clients so it's real.
- Sharon TilleyI like that. Realistic questions. Not a demo with made-up clients.
- Daniel OkaforAbsolutely not made up. Second, I can pull together a list of who has a seat but hasn't been in for a while, so you're not guessing. You can decide whether they need a nudge, a session, or whether the seat should go to someone else.
- Sharon TilleyThat would help. Because I suspect some of the seats were handed out in the first rush and never really used.
- Daniel OkaforIt's common, to be fair. And the third thing, it's one for you and not for me. If there's a daily or weekly moment where the account managers are expected to check B-Viz, it helps hugely. Even something small, like the Monday review of the week's incidents.
- Sharon TilleyWe do a Monday review already. Right now it's a spreadsheet someone prepares. I could ask them to run it off B-Viz instead. Let me think about whether that's fair on them, but it's the right idea.
- Daniel OkaforI'd be glad to sit with whoever prepares it and build the questions with them. Then it stops being extra work and becomes less work.
- Sharon TilleyThat's the pitch, isn't it. Less work.
- Daniel OkaforHa. It is. Can I ask about the dashboards too? Growth includes the dashboards builder, and I haven't seen much built lately.
- Sharon TilleyNo, we built a couple early on and I don't think anyone's touched them since. Honestly, I'm not sure the account managers know they're there.
- Daniel OkaforThen that's another quick win. A client-health view that every account manager lands on in the morning, built from the things you already care about. Incidents, open calls, invoices. If you tell me what a good morning view looks like for you, I'll draft it.
- Sharon TilleyIncidents in the last day, anything unreported, any client with a complaint call open. And an overdue invoice flag, because credit control will want that.
- Daniel OkaforLovely, I'll write that down. Incidents, unreported, complaint calls, overdue flag.
- Sharon TilleyCan I be straight with you, Daniel?
- Daniel OkaforPlease do.
- Sharon TilleyContracts kept, that's what I care about, and this one's mine. I told people at the top this would give us a joined-up view of every client. If the numbers say seven people a day, somebody will ask me whether we're wasting the money. Not now. But at some point before the renewal.
- Daniel OkaforI understand, and I'd rather we get ahead of that than have it land on you. The renewal is June next year, so we have time. But time only helps if we use it, so let's use it.
- Sharon TilleyAgreed. And I'll say this now, I can't commit any change to the budget without the budget holder. If we talk about seats, or tiers, or anything, it goes through them.
- Daniel OkaforOf course, and I wouldn't ask you to. Nothing I've suggested today costs anything extra. It's all within what you already have. If we got to seats later, I'd want it to be because the usage justified it, in either direction.
- Sharon TilleyIn either direction. Good. That's honest.
- Daniel OkaforIt's the only way I know to do it. Now, can I come back to your incident? I'd like to understand what would have helped that account manager on the night.
- Sharon TilleyA prompt, really. Before the client rings, someone should see that there's been an incident at that site and that no report has gone out. That's my whole thing. Never let an incident report sit unsent.
- Daniel OkaforRight. So what B-Viz can do today is answer the question when somebody asks it: show me incidents in the last day with no report logged. What it won't do on its own is tap anyone on the shoulder. That would be something to build into the morning view and the Monday review, and I'd want to be careful not to promise more than it does.
- Sharon TilleyFine. Then the morning view does the job. Somebody has to look at it, but at least it's one place.
- Daniel OkaforOne place, yes. Shall I try that question now, on your data, while we're here? So you can see how it answers.
- Sharon TilleyGo on then. Do it.
- Daniel OkaforOkay, typing it in. Incidents from the last day with no report logged, by site. Give it a moment.
- Sharon TilleyOoh. It's grouped them. That's a proper list.
- Daniel OkaforIt is. And if I click into one, you get the site, the shift, the calls logged against that client, and the account owner on your side. How is that compared with what the account managers do today?
- Sharon TilleyFaster. A lot faster. Which makes it more annoying that they don't use it, to be honest.
- Daniel OkaforHa, I'd say that's the training gap, not a product gap. People don't know how quick it can be until someone shows them on something they care about.
- Sharon TilleyRight. So when can you do the session? And please don't say you'll check, I want a rough shape.
- Daniel OkaforI'll come back to you by the end of next week with two or three slots. I don't own your diary or my colleagues' calendars, so I won't guess a date now. But I'll push to get it before the month is out.
- Sharon TilleyThat's fair. I'd rather you gave me real slots than a guess. And I'll ask the account managers which time works. Mornings are bad, afternoons are quieter. Early shift handover is the worst.
- Daniel OkaforAfternoons, noted. Short and practical, then. Maybe around an hour, and I'd ask each person to bring one client they've had trouble with.
- Sharon TilleyLovely. They'll grumble about the hour but they'll thank you for it.
- Daniel OkaforLet's hope so. Now, a couple of other bits. Quarterly reviews are part of Growth, and we're due to schedule the next one. Would you want to fold it into this, or keep it separate?
- Sharon TilleySeparate, I think. The session is hands on. The review is for me and whoever I need to bring up the line. Maybe I bring the budget holder to that one, so they see the same picture as me.
- Daniel OkaforI'd welcome that. And I'd rather they saw the plan as well as the numbers. If we've run the session and rebuilt the Monday review by then, the picture should look different.
- Sharon TilleyThat's the idea. I don't want to go into that room with seven a day and a shrug.
- Daniel OkaforAnd you won't have to. Can I ask one more thing about the people? You mentioned the control room supervisor who uses it a lot. If they were away, who covers the questions?
- Sharon TilleyNobody, really. Which is a bit daft when you say it out loud.
- Daniel OkaforIt's very human. But it might be worth naming a second person who's confident in it, so it doesn't sit on two of you. We can build that into the session, a couple of people who become the go-to.
- Sharon TilleyChampions. Fine. I'll pick two. One account manager, one from credit control. I'll send you names.
- Daniel OkaforPerfect, thank you. And I should say, if anything on the technical side worries you, a connector looking odd, an answer that seems out of date, tell me early. I'd much rather hear about it on a Tuesday than at the review.
- Sharon TilleyWill do. Though so far it's been solid. Nobody's complained about the product. If anything they've complained about having to remember another thing.
- Daniel OkaforThen we make it less of another thing. That's really the whole job for the next few weeks.
- Sharon TilleyOkay. Can you summarise what I'm doing and what you're doing? I've got a head full of incident reports and I'll forget half of it.
- Daniel OkaforOf course, just to close the loop. From me: slots for the account manager session by the end of next week, a list of seats that haven't been used much, a draft of the morning client view with the things you listed, and a note after this call so you have it all written down. From you: pick two champions and send me names, check which afternoons suit the account managers, and have a think about the Monday review being run from B-Viz.
- Sharon TilleyAnd the quarterly review with the budget holder after that.
- Daniel OkaforYes, once the session's done, so there's something to show. I'll put some options to you for that as well.
- Sharon TilleyGood. Thanks, Daniel. I'll admit I was braced for this call. I thought you were going to tell me something was broken.
- Daniel OkaforNothing's broken. The platform's healthy, you're paid up and the data is moving. It's about getting more of your people to feel the benefit. And to be fair, you're the one who knew what to ask for, an incident view that doesn't depend on someone remembering.
- Sharon TilleyHa. Don't flatter me. I'm still cross about Monday night.
- Daniel OkaforYou're allowed to be. If it helps, I'm happy to look at that specific case with you afterwards, only to see what the account manager could have seen and when. Not to point at anyone, just to learn from it.
- Sharon TilleyYes. That's useful. I'm not blaming the officer or the account manager, either. It's the setup. Send me what you find and I'll talk to the account manager gently.
- Daniel OkaforWill do. I'll keep it factual and short.
- Sharon TilleyGood. Right, I need to get back, there's a shift change in a few minutes and I want to be on the floor for it.
- Daniel OkaforOf course. Thank you again for your time, Sharon, and for being so open about it. It makes my job much easier. I'll write up the notes this afternoon.
- Sharon TilleyBrilliant. Speak soon, then. Thanks, Daniel.
- Daniel OkaforSpeak soon. Best wishes, and good luck with the shift change.
- Sharon TilleyCheers. Bye.
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