Marlcliff Security Services - QBR
Documentfinal Marlcliff Security Services · QBR deck · final · 9 Feb 2026
Final QBR deck by Daniel Okafor for the Growth tier account. About five of forty licensed users are active, support and billing are clean, and the term ends 4 Jun 2026. It sets a plan to build the value case before renewal.
What it says
What this says
As at Fri 9 Oct 2026Final QBR deck by Daniel Okafor for the Growth tier account. About five of forty licensed users are active, support and billing are clean, and the term ends 4 Jun 2026. It sets a plan to build the value case before renewal.
What it is: a customer success review prepared by Daniel Okafor for the 9 Feb 2026 meeting. It reads adoption, support, billing and value, and lists a plan to the end of the term.
States: "Contracted annual recurring revenue: £40k" and a current term ending 4 Jun 2026. It is a review, not a contract, so it sets no service terms and binds neither party.
Unusual: it says "The level is low. Most of the licence is not yet in regular use." It also flags a key-person risk and leaves the team-by-team value table as "To be confirmed with the team".
Not settled: it holds active-user data only, with nothing on questions asked, records indexed, connectors or dashboards. It does not show any renewal outcome, and it is now old against the term end date.
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
The document
Body
Marlcliff Security Services - QBR
Quarterly business review, Growth tier Prepared by Daniel Okafor, Customer Success Manager, BG-Demo Review date: Monday 9 February 2026 Status: Final
Where we are
- Customer: Marlcliff Security Services, Bristol
- Business: manned guarding, mobile patrol and alarm monitoring for around two thousand business clients across the South West and South Wales
- Tier: Growth
- Customer since: Thursday 5 June 2025
- Current term ends: 4 Jun 2026
- Contracted annual recurring revenue: £40k
- Licensed users: 40
- BG-Demo account owner: Lewis Kerr
- Customer Success Manager: Daniel Okafor
Marlcliff bought Growth so that account managers, the control room and credit control can see each client's sites, incidents, calls and invoices together, in one place, instead of moving between systems. This review looks at how far that has happened in the months since go-live and what we should do before the term ends.
What we agreed to look at
Read the whole document (7,144 characters)
| Area | Question for this review |
|---|---|
| Adoption | Are enough of the licensed users asking B-Viz questions day to day? |
| Support | Is anything getting in the way of the team? |
| Billing | Is the account clean on the finance side? |
| Value | Can we describe what B-Viz is doing for each of the three teams? |
| Renewal | What needs to happen before the term ends? |
Usage: the headline
- On average about five people were active in a typical day over the last thirty days, against forty licensed users.
- That average is up on the previous quarter, so the direction is right.
- The level is low. Most of the licence is not yet in regular use.
| Measure | Position |
|---|---|
| Licensed users | 40 |
| Typical active users, last thirty days | about five |
| Change on the previous quarter | up |
| Headroom | large: most seats are unused |
How we read it. A rising trend from a small base is encouraging, but it is not the same as the three teams having made B-Viz part of their working day. With so few regular users, the value Marlcliff gets will depend heavily on a handful of people. That is a key-person risk we want to reduce rather than a number to be pleased about.
What this review does not show. The usage data we hold for this review covers active users only. We have not set out questions asked, records indexed, connectors configured or dashboards built here, and we make no claim about them. We will bring those to the next review so the trajectory can be read properly.
Support: quiet
- No tickets were raised in the last thirty days.
- No high-priority tickets were raised in that time.
- Nothing is open against the Growth first-response commitment.
How we read it. On its own, silence is good news: nothing is broken and nothing is waiting. Read alongside a small number of active users, it also means we are not hearing much from the wider team. Our view is that it is healthy, but we do not want to rely on it. The better test is to ask the people who are not using B-Viz what is stopping them.
Billing: clean
- No overdue invoices.
- No billing queries open.
Marlcliff pays on time. If value is questioned at renewal, it will not be a payment problem. It will be a question of whether the teams can point to something B-Viz has made easier. That is why adoption is the focus of this review.
Value: what we want to be able to say
Marlcliff bought Growth for three groups of people. For each, we want a plain statement of use that the team would recognise as true.
| Team | What B-Viz should help with | What we can say today |
|---|---|---|
| Account managers | Seeing a client's sites, incidents, calls and invoices together before a conversation | To be confirmed with the team |
| Control room | Finding the history behind an incident quickly | To be confirmed with the team |
| Credit control | Seeing calls and invoices for a client side by side when chasing payment | To be confirmed with the team |
We are being deliberate here. The usage data tells us how many people are active, not what they are doing. Until we have heard it from the teams themselves, we will not put a benefit in this deck that we cannot support.
Risks and opportunities
Risks
- Low regular use against forty licensed users makes the case for renewal harder to make if the subscription is reviewed on value.
- A small group of active users means the account depends on a few people. If one of them moves on, activity could fall quickly.
- The term ends on 4 Jun 2026, so the time to build the value case is the next few months, not the final weeks.
Opportunities
- The active-user trend is moving up.
- There is plenty of headroom within the existing licence, so growing use needs no new spend from Marlcliff.
- A quiet support queue and a clean billing record mean the relationship starts from a good place.
Plan to the end of the term
| Action | Offering | Customer contact | BG-Demo owner | By when |
|---|---|---|---|---|
| Short working session with each of the three teams on how they would use B-Viz in a normal week | Growth pages, chat and search | A named lead in each team, to be agreed with Marlcliff | Daniel Okafor | Within the next few weeks |
| Agree two or three questions per team that the team will ask B-Viz regularly | Growth pages, chat and search | The same team leads | Daniel Okafor | Straight after the working sessions |
| Review the dashboards builder with the teams that want a standing view of their clients | Growth dashboards builder | Interested team leads | Daniel Okafor | Before the next quarterly review |
| Bring questions asked, records indexed and connector status to the next review | Growth usage reporting | Marlcliff sponsor | Daniel Okafor | Next quarterly review |
| Agree the renewal conversation and send the renewal notice on time | Growth subscription | Marlcliff sponsor | Daniel Okafor, with Lewis Kerr on commercial terms | Well ahead of 4 Jun 2026 |
Daniel will come back to Marlcliff with proposed times for the working sessions this week.
Asks of Marlcliff
- Name one lead in each of the account management, control room and credit control teams to work with us.
- Tell us honestly where B-Viz is not yet useful, so we can fix it or say so.
- Let us know about any change to the systems connected to B-Viz, or to the people who run them, as early as you can.
Summary
- The account is healthy on the surface: no tickets, no overdue invoices, and active users up on the previous quarter.
- Adoption is the open question: about five regular users out of forty licensed.
- The priority for the rest of the term is to turn the licence into regular use across all three teams, so that the value is clear well before the term ends on 4 Jun 2026.
- Next review: the usage picture will be fuller and the team-by-team value table will be completed.
Just to close the loop: thank you to everyone at Marlcliff for the time you have given us so far. How is the team finding it? We would like to hear that in your own words.
Best wishes, Daniel
Unusual terms
As at Fri 9 Oct 2026- Low adoption: about five active users against forty licensed
- Value table left to be confirmed with the teams