Marlcliff Security Services - Onboarding Plan
Documentfinal Marlcliff Security Services · onboarding plan · final · 7 Jun 2025
BG-Demo's final onboarding plan, version one, dated 7 Jun 2025, takes Marlcliff from signature on 5 Jun 2025 to a working Growth tier B-Viz. It states £40k contracted, 40 users and a term ending 4 Jun 2026. It states no availability or P1 figure.
What it says
What this says
As at Fri 9 Oct 2026BG-Demo's final onboarding plan, version one, dated 7 Jun 2025, takes Marlcliff from signature on 5 Jun 2025 to a working Growth tier B-Viz. It states £40k contracted, 40 users and a term ending 4 Jun 2026. It states no availability or P1 figure.
What it is: an internal-facing working plan by Laura Penhaligon with five phases from kick-off to handover to Daniel Okafor. It says "The executed order form is the source for price and terms."
Commits: connector sign-off only when "records are loading and the nightly refresh completes on time on business days", and a milestone of "Complete by 07:00 on business days". It also aims for "At least two trained admins".
Unusual: site and incident records "may not be a standard connector", so they may need a separate conversation with Lewis Kerr. No connector delivery dates are given.
Not settled: the plan is dated 7 Jun 2025 and the term it cites ended 4 Jun 2026, so it says nothing about renewal outcome, current adoption or whether admins were trained. The £40k is the plan's contracted figure and should be checked against the order form.
As found in this document
As at Fri 9 Oct 2026- Date end4 Jun 2026Source: the AI read of this record
- Date renewal4 Jun 2026Source: the AI read of this record
- Date start5 Jun 2025Source: the AI read of this record
- Price£39,600Source: the AI read of this record
- Nightly refreshComplete by 07:00 on business daysSource: the AI read of this record
- Connector sign-offEach connector is signed off only when records are loading and the nightly refresh completes on time on business days.Source: the AI read of this record
- AdministratorsAt least two trained adminsSource: the AI read of this record
- Licensed users40Source: the AI read of this record
The document
Body
Marlcliff Security Services - Onboarding Plan
Status: Final, version one Prepared by: Laura Penhaligon, Implementation Consultant, BG-Demo Date: 7 Jun 2025 Account owner: Lewis Kerr Customer success manager: Daniel Okafor
Purpose of this plan
Marlcliff Security Services became a BG-Demo customer on Thursday 5 June 2025. The company provides manned guarding, mobile patrol and alarm monitoring to a large base of business clients across the South West and South Wales, and has bought the Growth tier so that account managers, the control room and credit control can see each client's sites, incidents, calls and invoices together, in one place.
This plan sets out how we get from signature to a working B-Viz that those three teams use every day. It covers the phases, who owns what, the milestones we will check, and what we need from Marlcliff to keep things moving. It is a working document, and Daniel will keep it alongside the account notes.
Contract summary
Read the whole document (7,133 characters)
| Item | Detail |
|---|---|
| Customer | Marlcliff Security Services, Bristol |
| Tier | Growth |
| Annual recurring revenue (contracted) | £40k |
| Licensed users | 40 |
| Customer since | Thursday 5 June 2025 |
| Current term ends | 4 Jun 2026 |
| Hosting | Inside Marlcliff's own Snowflake account |
The executed order form is the source for price and terms. Where this plan and the order form differ, the order form wins.
What success looks like
By the end of onboarding we want the following to be true:
- Account managers can open a client and see sites, recent incidents, call history and invoice status without asking another team.
- The control room can look up a client's history and recent contact during a live incident.
- Credit control can see which clients are overdue and what the account manager has already discussed with them.
- The licensed users are named, invited and asking questions of B-Viz in their normal working day.
- Marlcliff has two or more people who can administer the connectors and users, so that no single departure leaves the set-up stranded.
At the moment adoption is only just starting, which is expected at this point. The plan below is built to change that deliberately, not to wait for it.
Phases and owners
Phase one: Kick-off and access
| Activity | Owner | Output |
|---|---|---|
| Confirm the project team on both sides | Daniel Okafor | Named contacts at Marlcliff by role |
| Walk through scope against the order form | Laura Penhaligon | Agreed list of connectors and teams |
| Prepare the Snowflake environment | Laura Penhaligon | B-Viz deployed in Marlcliff's account |
| Agree who approves access to each source system | Marlcliff IT lead | Access approvals in writing |
We will ask Marlcliff to nominate an executive sponsor on their side, a lead for each of the three teams, and an IT contact who can grant system access quickly.
Phase two: Connect the sources
The Growth tier includes a set number of connectors, and we will use them for the sources that matter most to the three teams first. Our expected starting point, to be confirmed at kick-off, is:
- Your CRM, for clients, contacts and account ownership.
- The call recorder, for client conversations.
- The mailbox system, for client correspondence.
- The helpdesk, for service requests.
- The accounting system, for invoices and payment status.
Site and incident records from the control room systems are the item most likely to need extra discussion, because they may not be a standard connector. Laura will raise this in the first working session so that we know early what is possible within the Growth allowance and what would need a separate conversation with Lewis.
Each connector is signed off only when records are loading and the nightly refresh completes on time on business days.
Phase three: Check the data with the teams
Before anyone is asked to rely on B-Viz, we sit with each team and test it on real clients they know well.
- Account managers: pick a handful of familiar clients and check that sites, contacts and history look right.
- Control room: check that incident history and recent contact for a client can be found quickly.
- Credit control: check that overdue invoices match what the accounting system shows.
Anything wrong is logged, fixed by Laura where it is a mapping issue, and re-run. We would rather find a duplicate client record now than have a user find it in front of a customer.
Phase four: Launch to users
| Activity | Owner | Output |
|---|---|---|
| Invite the licensed users in agreed groups | Laura Penhaligon | Users able to sign in |
| Run a short training session per team | Laura Penhaligon | Each team has seen its own use case |
| Share a one-page guide of good first questions | Daniel Okafor | Guide circulated by team leads |
| Name and train the Marlcliff administrators | Laura Penhaligon | At least two trained admins |
We will start with the people most likely to benefit daily and widen from there, rather than inviting everyone on the same day.
Phase five: Hand over to customer success
Once the connectors are stable and the teams are using B-Viz, Laura hands the account to Daniel. Daniel then owns adoption, the quarterly business reviews that come with the Growth tier, and the renewal conversation ahead of the term ending on 4 Jun 2026. Lewis remains the owner of commercial terms, including any request for further users or connectors.
Milestones we will check
| Milestone | Evidence |
|---|---|
| Project team and sponsor named | Contact list agreed |
| First connectors loading | Records indexed and rising |
| Nightly refresh on time | Complete by 07:00 on business days |
| Teams have validated their data | Sign-off from each team lead |
| Users invited and active | Active users rising week on week |
| Admins trained | Two or more named admins |
| Handover to customer success | Daniel confirms in the account notes |
Risks and how we will handle them
- Slow system access. Source approvals are the most common cause of delay. We ask for the IT contact in week one and chase weekly.
- Uneven adoption across teams. If one team lags, Daniel will agree a specific use case with its lead instead of waiting for it to come on its own.
- Single point of knowledge. If only one person at Marlcliff understands the set-up, we treat that as a risk and train a second admin early.
- Site and incident data. If this source does not fit a standard connector, we will say so plainly and agree the next step with Lewis rather than promise it.
What we need from Marlcliff
- A named sponsor and a lead for account management, the control room and credit control.
- An IT contact with authority to approve access.
- Time with each team for the data checks and training.
- A list of the licensed users, grouped by team.
Contacts
| Role | Name |
|---|---|
| Implementation Consultant | Laura Penhaligon |
| Customer Success Manager | Daniel Okafor |
| Account owner | Lewis Kerr |
Speak soon, and please send any changes to Laura so that the plan stays current.
Unusual terms
As at Fri 9 Oct 2026- Site and incident data may not fit a standard connector