Marlcliff Security Services - Success Plan
Documentfinal Marlcliff Security Services · success plan · final · 27 Aug 2025
A BG-Demo success plan for the Growth tier, prepared by Daniel Okafor on 27 Aug 2025. It states contracted annual recurring revenue of £40k, 40 licensed users and a term ending 4 Jun 2026. It sets no new service figures.
What it says
What this says
As at Fri 9 Oct 2026A BG-Demo success plan for the Growth tier, prepared by Daniel Okafor on 27 Aug 2025. It states contracted annual recurring revenue of £40k, 40 licensed users and a term ending 4 Jun 2026. It sets no new service figures.
What it is: a final, version one success plan from BG-Demo's Customer Success Manager. It records goals, a three-phase plan and risks, and calls itself "a working document".
Commits: Growth service levels apply, with credits for availability only. BG-Demo offers "A quarterly business review under the Growth tier" and a renewal conversation ahead of the term ending on 4 Jun 2026.
Unusual: the plan states "Contracted annual recurring revenue" of £40k, which is below the v1 Growth list price in the brief. It cites no order form, so treat it as the plan's claim, not the contract price.
Not settled: the plan gives no availability percentage, response time or payment terms, and says the executed order form "remains the final word on price and terms". Goals are intentions, not targets. It is over a year old and the evidence does not show whether it was updated or the renewal happened.
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
- Service creditsService credits under Growth apply to availability.Source: the AI read of this record
- Quarterly business reviewA quarterly business review under the Growth tier.Source: the AI read of this record
- Renewal conversationAhead of the term ending on 4 Jun 2026Source: the AI read of this record
The document
Body
Marlcliff Security Services - Success Plan
Version one · Final · Prepared by Daniel Okafor, Customer Success Manager, BG-Demo · 27 Aug 2025
Account owner at BG-Demo: Lewis Kerr. Customer success manager: Daniel Okafor.
Purpose of this plan
This plan sets out how BG-Demo and Marlcliff Security Services will make sure B-Viz keeps earning its place in the business through the first contract term. It records where the account stands, what Marlcliff wants from B-Viz, what we will do together, and how we will know it is working. It is a working document and we will refer back to it at each review.
Account at a glance
| Item | Detail |
|---|---|
| Customer | Marlcliff Security Services, Bristol |
| Industry | Security services |
| Customer since | Thursday 5 June 2025 |
| Tier | Growth |
| Contracted annual recurring revenue | £40k |
| Licensed users | 40 |
| Current term ends | 4 Jun 2026 |
| Data platform | B-Viz running inside Marlcliff's own Snowflake account |
About Marlcliff and why it bought B-Viz
Read the whole document (7,601 characters)
Marlcliff provides manned guarding, mobile patrol and alarm monitoring to around two thousand business clients across the South West and South Wales. Several teams each hold part of the picture of a single client: account managers, the control room and credit control. Until now, pulling that picture together meant moving between systems and reconciling them by hand.
Marlcliff chose Growth so that those three groups can see each client's sites, incidents, calls and invoices together, and ask questions of that combined view in plain language.
Where we are today
The first weeks since go-live have gone well, and we want to say so plainly.
- Adoption. The number of people using B-Viz on a typical day is far higher than it was in the previous quarter, and it is still climbing. It is early, and the base is small compared with the forty licences Marlcliff holds, so there is plenty of headroom.
- Support. There have been no support tickets in the last thirty days, and nothing raised as high priority. We read that as a smooth start, but we will keep checking in rather than assume silence means all is well.
- Commercials. There are no overdue invoices. Billing is in good order.
What the evidence does not yet show is how much of the use is from a few enthusiasts and how much is spread across the three teams. Understanding that spread is the first job in this plan.
Goals
These are the outcomes we are working towards together. They are written as intentions, not targets, until Marlcliff confirms what it wants to measure.
- Account managers can prepare for a client conversation from one view of sites, incidents, calls and invoices, without opening several systems.
- The control room can find the history behind an incident or alarm quickly, including earlier calls about the same client.
- Credit control can see an overdue invoice alongside recent service issues, so a payment conversation is informed and fair.
- Leadership can say, with examples, what B-Viz is worth to the business before the renewal conversation begins.
Plan by phase
Phase one: embed the first teams
| Activity | Owner | Timing |
|---|---|---|
| Review who is using B-Viz and from which team | Daniel Okafor | Next few weeks |
| Short how-to sessions for each of the three teams, using Marlcliff's own data and real client examples | Daniel Okafor | Over the coming weeks |
| Agree a named champion in each team | Marlcliff team leads, with Daniel Okafor | Before the end of the first quarter of use |
| Confirm which questions each team most wants answered | Daniel Okafor with each team | During the sessions |
Phase two: widen use and build confidence
| Activity | Owner | Timing |
|---|---|---|
| First quarterly business review, covering usage, questions asked, issues and plan | Daniel Okafor | Next quarter |
| Look at which dashboards the teams would find most useful, using the Growth dashboards builder | Daniel Okafor with Marlcliff champions | After the first review |
| Check that every connected source is loading and refreshing as expected | Daniel Okafor | Ongoing, with a formal check before each review |
| Share a short note of the best questions asked so far, to spread good habits | Marlcliff champions | Ongoing |
Phase three: prove the value and prepare the renewal
| Activity | Owner | Timing |
|---|---|---|
| Write a plain value summary: what changed for each team, with examples in Marlcliff's own words | Daniel Okafor with Marlcliff leadership | Ahead of the renewal notice |
| Review licensed users against actual use, and whether more teams or sources should be added | Lewis Kerr and Daniel Okafor | Ahead of the renewal notice |
| Renewal conversation | Daniel Okafor, with Lewis Kerr for commercial terms | Ahead of the term ending on 4 Jun 2026 |
How we will keep track
We will look at the same few things each time, so that trends are easy to see.
- Questions asked. The best single sign of value. We will compare it month on month and note who is asking, so that we notice if too much rests on one person.
- Active users by team. Whether all three teams are using B-Viz, and how much of the licensed user base is in play.
- Connectors and records indexed. Whether the connected systems are loading steadily. Flat figures for weeks would tell us a source needs attention.
- Tickets. Their number, their category and how quickly we responded against the Growth service level.
- Dashboards built. A sign of Marlcliff investing in the product for itself.
Service commitments
Marlcliff is on the Growth tier, so the Growth service levels apply: the Growth availability commitment, the Growth first-response time for the most serious issues, and a nightly data refresh ready before the start of the working day. Service credits under Growth apply to availability. The executed order form remains the final word on price and terms.
Risks and how we will handle them
| Risk | What we will do |
|---|---|
| Use stays concentrated in a few people | Champions in each team, and sessions built around real client questions |
| A source system changes and a connector stops loading | Regular checks of records indexed; Marlcliff to tell us ahead of system changes |
| A key champion leaves or changes role | Keep more than one named champion per team, and keep a list of administrators up to date |
| Value is hard to describe at renewal | Capture examples as we go, and agree the measures early |
What we need from Marlcliff
- A named champion in account management, the control room and credit control.
- A little time from each team for the first sessions.
- Early notice of any change to a connected system.
- Honest feedback, including where B-Viz is not yet helping.
What Marlcliff can expect from BG-Demo
- A calm, regular point of contact in Daniel Okafor, who will come back to you promptly on anything raised.
- A quarterly business review under the Growth tier.
- Lewis Kerr available for anything commercial, including users, connectors or adding another team.
Next steps
- Daniel to arrange the first team sessions and ask each lead to nominate a champion.
- Daniel to confirm the date of the first quarterly review with Marlcliff.
- Marlcliff to tell us which questions matter most, so the first dashboards fit real work.
Just to close the loop: this plan will be revisited at the first review, and we will update it as Marlcliff's priorities become clearer.
Best wishes, Daniel Okafor Customer Success Manager, BG-Demo
Unusual terms
As at Fri 9 Oct 2026- Contracted annual recurring revenue stated as £39,600
- No service-level figures stated