Marlcliff Security Services / BG-Demo – Check In
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Marlcliff Security Services · 5 Oct 2026 09:30
Sharon Tilley values B-Viz for client incident answers, but about ten of forty Growth users are active and she is paying for forty. Money goes to her boss. She wants wider use and proof of value first.
What was said
What this says
As at Fri 9 Oct 2026Sharon Tilley values B-Viz for client incident answers, but about ten of forty Growth users are active and she is paying for forty. Money goes to her boss. She wants wider use and proof of value first.
What happened: Daniel Okafor met Sharon on 5 Oct 2026. About ten of forty licensed users are active on a typical day, down a few percent on the previous quarter. A handful of account managers, Sharon and one supervisor ask most questions.
Customer view: Sharon says the early account managers love it, but credit control has not picked it up and rings account managers instead. She said she is paying for forty and that this crosses her mind.
Commercial: Term runs to 4 Jun 2027, renewal 5 Jun 2027. Sharon said forty-four thousand a year on Growth is a number somebody will look at, and anything about money goes to her boss. She has no hard numbers yet.
Watch: Concentrated use is a key-person risk. No tickets of concern, and no source changes are planned.
Themes
As at Fri 9 Oct 2026Theme
Low seat use, value case
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 credit control session options, not next month.
- Daniel to send the senior managers a one-page question list.
- Daniel to answer Sharon's incident-linking examples by the end of the following week.
Risks
As at Fri 9 Oct 2026- Only about ten of forty Growth seats are active, so the price may be questioned at renewal.
- A few people ask most questions, which is a key-person risk.
- Sharon cannot commit on money and has no hard value figures yet.
Opportunities
As at Fri 9 Oct 2026- A credit control session on disputes and late payers could widen use.
- A starter guide and buddy scheme could bring new account managers in from day one.
- A board summary page could show directors the value.
Transcript
Daniel OkaforMorning, Sharon. Can you hear me all right?
Sharon TilleyLoud and clear. Morning, Daniel. Sorry, I've got a headset that's half dead, so if I crackle just shout.- Daniel OkaforNo problem at all. Thank you for making the time, I know Monday mornings are not a gift for you. Is it just the two of us today, or is anyone else joining?
- Sharon TilleyJust me. I did ask a couple of the account managers but one's at a client and the other's covering the desk. Honestly, you'll get more out of me anyway. I'll tell them what matters.
- Daniel OkaforThat's fine. How's the week started? You sound like you've already had a morning.
- Sharon TilleyIncident of the week, already. Overnight alarm at one of our retail clients, a door contact that kept tripping. Mobile patrol attended, nothing found, but it went off again about an hour later. Which site, which shift, that was my first question, and the report was with the client before they'd got in. That's the bit I care about.
- Daniel OkaforThat's exactly the sort of thing I wanted to ask about. Did the account manager have the history to hand when the client rang?
- Sharon TilleyYes, actually. She pulled up the site in B-Viz, saw the earlier alarms and the last patrol notes, and could say what we'd already done. The client didn't have to explain anything to us. What did the client hear from us? A straight answer, first time.
- Daniel OkaforThat's really good to hear. Honestly, that's what it's for. I'll come back to that in a minute, but let me just set out what I'd like to cover so you can tell me if I've missed anything. A quick look at how the team's using it, the one ticket that came through, anything you want changed, and then a little about next year.
- Sharon TilleyFine by me. Go on, hit me with the usage.
- Daniel OkaforSo you're licensed for forty users on Growth, and on a typical day about ten people are active. That's down a touch on the previous quarter, a few percent, nothing dramatic. I wanted to ask you about it rather than assume anything.
- Sharon TilleyRight. Ten out of forty. Yeah, I know. That's been bothering me a bit, if I'm honest.
- Daniel OkaforNot in a worrying way, I hope. How is the team finding it?
- Sharon TilleyMixed. The account managers who got it early, they love it. They open it before every client meeting, they ask it things I'd never have thought of. The control room supervisors use it but not every shift. And then there's the people we gave seats to because we thought they might use it, and they haven't. Credit control, a few of the newer starters, that sort of thing.
- Daniel OkaforMm. That's quite common, actually. The seats go out in a wave at the start and then it settles to the people who've found a reason to be in there every day.
- Sharon TilleyWhich is fine, except I'm paying for forty. Well, we are. I'm not going to pretend that doesn't cross my mind.
- Daniel OkaforOf course, and I'd rather you said it. Can I ask, when you say credit control hasn't picked it up, what are they doing instead when a client disputes an invoice?
- Sharon TilleyRinging the account manager. Who then opens B-Viz. So it's getting used, just by the wrong person, if you see what I mean.
- Daniel OkaforI do see. So the answer is being found, but one step removed.
- Sharon TilleyExactly. It adds a call and a delay. And the whole point of buying it was that credit control could see the sites, the incidents and the invoices together, without chasing anybody.
- Daniel OkaforRight. That was the original idea, wasn't it, back when we scoped it. Would it help if I ran a short session for that team? Twenty minutes or so, on their own questions, not a general tour.
- Sharon TilleyYes. Yes, that would help. Make it about disputes and late payers, the things they actually do. If you show them a dashboard of nothing in particular they'll nod and never open it again.
- Daniel OkaforUnderstood. I'll put together a few real examples from your own data, with your say-so on which ones. Would you want to be on it?
- Sharon TilleyProbably for the start. Then I'll leave them to it, they talk more when I'm not there.
- Daniel OkaforHa, fair enough. I'll come back to you with a couple of options for the session once I've spoken to our trainer, and I won't promise you a day until I've checked it.
- Sharon TilleyThat's fine. No rush, just not next month, the control room rota is a nightmare.
- Daniel OkaforNoted. Now, the other side of usage is the questions people are asking. Who's asking most of them? From what I can see it's a small group.
- Sharon TilleyIt's three of the account managers and me. And one of the supervisors, Fridays mainly, when she's writing up the weekly incident summary.
- Daniel OkaforThat does matter a bit, if I'm candid. When a handful of people carry most of the use, it's lovely while they're all here, but if one moves on or goes on a long leave the value dips quite sharply. I'm not saying that's a problem today, I'd just like us to widen it.
- Sharon TilleyNo, I take the point. We had someone off on long-term sick over the summer and you could see it, couldn't you. The numbers dipped.
- Daniel OkaforI think that explains a fair bit of the change we're seeing. Summer holidays as well. I wouldn't read too much into the dip, but I would like the base to be broader by the time we talk again.
- Sharon TilleyAgreed. What about the new starters, can we get them on from day one? We've got a couple of new account managers coming in.
- Daniel OkaforYes, and that's a good moment to do it, because they've no habits yet. What I'd suggest is a short starter guide for your managers, written round your own sites, so on day one they learn to ask about a client and not to hunt through four systems. Does somebody on your side own onboarding?
- Sharon TilleyI do, technically. Which means it's usually me at half past five on a Friday. Let's get the account managers on it, one of the senior ones can buddy each new starter and show them.
- Daniel OkaforThat's a lovely idea, and it spreads the load. I can give your senior managers a one-page list of the questions that tend to earn their keep. Would that be useful?
- Sharon TilleyVery. Send it over and I'll tweak it so it sounds like us.
- Daniel OkaforWill do. Right, tickets. There was one in the last month, and it was a how-to question, nothing urgent. It was picked up and closed. Did you hear anything about it on your side?
- Sharon TilleyThat was one of the supervisors, I think, wanting to filter incidents by shift. Which, I'll admit, I could have told her. Is that the one?
- Daniel OkaforI believe so, yes. Which is rather a nice sign, in a way, a question about how to do more, not a complaint that something's broken. No priority tickets at all, and nothing slow on our side that I can see.
- Sharon TilleyNo, I've not had a single moan about it. The nightly refresh has been there when people come in, which is when it matters. The control room starts early and if the picture were stale I'd hear about it before I'd had my tea.
- Daniel OkaforGood. Please keep telling me if that ever changes, even if it feels small. Stale data is the thing that quietly erodes trust, and people don't always raise it.
- Sharon TilleyWill do. I'd rather tell you than have an account manager quietly stop trusting it.
- Daniel OkaforExactly. Now, can I ask something a bit different? Is there anything you wish it did that it doesn't, or any question you've asked that came back thin?
- Sharon TilleyHmm. One thing. When an incident links to a client's earlier complaint, it's not always obvious. I can find it if I know what I'm looking for, but I'd like it to say, look, this site had a similar thing earlier in the year and here's what we told them.
- Daniel OkaforThat's a good one. Is it the connection between calls, emails and the incident log that's missing, or is it the wording people use that differs from record to record?
- Sharon TilleyBit of both. The control room writes in shorthand. The account managers write proper sentences. Same event, completely different words. So it doesn't always join them up.
- Daniel OkaforRight, that makes sense. I don't want to promise you a fix, because I don't know yet what's possible there. What I can do is take two or three real examples back to our team and ask what we can do about it. Could you send me a couple?
- Sharon TilleyYes, I'll dig out some. I'll strip out anything the client wouldn't want shared.
- Daniel OkaforPerfect, thank you. And just to close the loop on that, I'll come back to you by the end of next week to say what our team thinks, even if the honest answer is that it needs more looking at.
- Sharon TilleyThat'll do nicely. I prefer an honest maybe to a confident nothing.
- Daniel OkaforHa, noted. Right, may I move on to the longer view? You're a customer since June last year, and your term runs to 4 Jun 2027, with the renewal on 5 Jun 2027. That feels a long way off, but it's closer than it sounds.
- Sharon TilleyIt does. Already? Feels like we only just went live.
- Daniel OkaforI know, it does go quickly. I'm not here to open a negotiation, I promise, nothing like that. I'd just rather we didn't leave it until the last few weeks, and I'd like to understand how you'd describe the value to your own people when it comes up.
- Sharon TilleyGo on, so how would I describe it. Well. Account managers know every site. Clients hear from us before they hear it elsewhere. That's what I'd say, and I'd say it's a lot easier than it was.
- Daniel OkaforThat's a good line. Is there anything you could put a number on? Time saved before client meetings, say, or fewer follow-up calls.
- Sharon TilleyNot hard numbers, no. I'd be guessing. The account managers say prep for a review used to take half a morning and now it's a few minutes. But I've not timed it.
- Daniel OkaforThat's useful anyway. Perhaps over the next few months we could gather something more solid together, a few before and after examples from the managers, so that when the renewal conversation comes you've got a proper case and not just a feeling.
- Sharon TilleyYes. Because I'll have to justify it. You know how it is. Forty-four thousand a year is a number somebody will look at.
- Daniel OkaforOf course. Forty-four thousand a year on Growth, and I'd like you to be able to say what it earns back. Is that a conversation that goes to your boss, or does it stop with you?
- Sharon TilleyAnything about money goes to my boss, always has. I'll tell you what I think, but I won't commit anything on my own. I'd have to run it past him properly.
- Daniel OkaforUnderstood, and that's absolutely right. When the time comes, would it help if I joined a conversation with him, so you're not carrying it alone?
- Sharon TilleyProbably, yes. Not yet, though. Let's get the usage looking healthier first, then it's an easier story.
- Daniel OkaforAgreed. Wider use, a couple of solid examples, and we take it from there. Meanwhile, nothing needs deciding today.
- Sharon TilleyGood. I was half expecting you to try to sell me more seats.
- Daniel OkaforHa, not at all. You've got thirty more than you're using, so that would be a strange thing to do. If anything, my job this quarter is to help you use what you've got.
- Sharon TilleyI appreciate that. Not everyone would say it.
- Daniel OkaforWell, I'd rather you were happy in a year than flattered today. Now, one other thing I wanted to check. Which systems are feeding it at the moment? Has anything changed on your side recently, a system swapped or a new one added?
- Sharon TilleyNothing swapped. We've talked about changing the way the control room logs incidents, but that's a someday project. If it ever happens I'll shout well in advance.
- Daniel OkaforPlease do. That's the one thing that tends to catch us out: a source changes underneath and the connector quietly stops loading. If we know beforehand we can get ahead of it.
- Sharon TilleyWhich site, which shift, you'd know within a day, would you?
- Daniel OkaforWe'd notice the records stop growing, yes, but I'd far rather hear it from you first. A warning from your side is worth more than any alert from ours.
- Sharon TilleyFair. I'll make sure whoever runs that project has your name.
- Daniel OkaforThank you. That's most of what I had. Is there anything on your list that we haven't touched?
- Sharon TilleyJust the board pack. I'd like to show some of this to the directors in a few months, how the account managers use it. Can you help me with a short summary page?
- Daniel OkaforGladly. Let's do that nearer the time, once we have those examples. I'll draft something simple for you to adjust.
- Sharon TilleyLovely. Right, I should get back, the incident from last night is still on my desk.
- Daniel OkaforOf course. So just to recap. I'll arrange a short session for credit control on disputes and late payers, and come back to you with options. I'll send your senior managers the one-page list of useful questions. You'll send me a couple of examples where incidents didn't link up, and I'll come back by the end of next week with what our team thinks. And we'll gather some value examples before the renewal.
- Sharon TilleyThat's it. And I'll tell you if the control room changes anything about how it logs.
- Daniel OkaforPerfect. Thanks so much for your time, Sharon, and good luck with the door contact.
- Sharon TilleyCheers, Daniel. Speak soon.
- Daniel OkaforSpeak soon. Best wishes.
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