Marlcliff Security Services - QBR
Documentfinal Marlcliff Security Services · QBR deck · final · 28 Jul 2026
BG-Demo's Customer Success Manager Daniel Okafor reviews Growth tier use. Active users are up by about a tenth but are just over a quarter of the 40 licences. It shows £44k contracted and a term to 4 Jun 2027. No service levels are stated.
What it says
What this says
As at Fri 9 Oct 2026BG-Demo's Customer Success Manager Daniel Okafor reviews Growth tier use. Active users are up by about a tenth but are just over a quarter of the 40 licences. It shows £44k contracted and a term to 4 Jun 2027. No service levels are stated.
What it is: a quarterly business review deck, stored as final, version 1, prepared by Daniel Okafor for the 28 Jul 2026 review. It says "the people who use B-Viz are using it more, but too few of your licensed users are using it yet."
Commits: it is not a contract. It sets a plan with owners and timings, such as identifying active users "Within two weeks" and sending proposed session dates "by the end of next week". Its table gives contracted annual recurring revenue of £44k and a term ending 4 Jun 2027.
Unusual: it admits "We do not yet have a measured value case" and says renewal will move to the current list price because the subscription started under an earlier price book. Two high priority tickets in thirty days are flagged for review.
Not settled: which teams the active users sit in, whether one person asks a large share of questions, whether both tickets were resolved, and the renewal price. The deck also does not name a customer signatory or any sponsor.
As found in this document
As at Fri 9 Oct 2026- Date end4 Jun 2027Source: the AI read of this record
- Renewal noticeThe standard renewal notice from BG-Demo will come ninety days ahead of that date.Source: the AI read of this record
- Ticket review and active user checkWithin two weeksSource: the AI read of this record
- Proposed session datesby the end of next weekSource: 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 Account owner: Lewis Kerr Review date: 28 Jul 2026 Status: Final, version 1
1. Why we are meeting
Thank you for making the time. This review covers how Marlcliff is using B-Viz, what the last quarter has told us, and what we should agree together before the next one.
In short: the people who use B-Viz are using it more, but too few of your licensed users are using it yet. That is the main point of this deck, and I would rather say it plainly now than let it sit.
| Item | Position |
|---|---|
| Customer since | 5 Jun 2025 |
| Tier | Growth |
| Contracted annual recurring revenue | £44k |
| Licensed users | 40 |
| Current term ends | 4 Jun 2027 |
| Invoices overdue | None |
2. What Marlcliff bought B-Viz for
Marlcliff runs manned guarding, mobile patrol and alarm monitoring for around two thousand business clients across the South West and South Wales. You chose Growth so that three groups could stop switching between systems:
Read the whole document (6,634 characters)
- Account managers, who want each client's sites, incidents, calls and invoices in one place.
- The control room, who need incident history and client context quickly.
- Credit control, who need to see invoices alongside what is happening on the ground with a client.
The measure of success we agreed in spirit is simple: fewer hand-built reconciliations, more questions put straight to B-Viz.
3. Usage this quarter
| Measure | Reading | Our view |
|---|---|---|
| Licensed users | 40 | Contracted allowance |
| Average active users over the last thirty days | Just over a quarter of the licensed users | Low against the licence |
| Change in active users against the previous quarter | Up by about a tenth | Moving the right way |
What this tells us
- The direction is encouraging. More people are active than last quarter.
- The level is the concern. Roughly three in four licences are not in regular use, so most of the Growth allowance is headroom that is not yet producing value.
- We do not yet have evidence on which of the three groups (account managers, control room, credit control) make up the active users. I would like to confirm that with you rather than guess.
What we cannot say from this data
- Whether the active users are concentrated in one team.
- Whether any one person asks a large share of the questions. If they do, that is a key-person risk we should plan for.
4. Support and service
- Two tickets were raised in the last thirty days.
- Both were marked high priority.
- No invoices are overdue, so there is no sign of a commercial or billing friction.
Two tickets from a user base this size is a small number, and on its own that is not unusual. Taken with the adoption picture, though, I do not want to read it as simple good health. Quiet can mean people are happy, or it can mean they have stopped relying on the product. I would like us to look at both tickets together and confirm that each was resolved to your satisfaction, within the Growth response commitment.
Just to close the loop: if either ticket is still open from your side, please tell me and I will pick it up directly.
5. Value delivered so far
We do not yet have a measured value case for Marlcliff that I would be comfortable putting in front of your finance team. What we can say is limited to what the records show:
- Marlcliff has been a customer since 5 Jun 2025 and pays on time.
- Active use is growing quarter on quarter.
- The connected sources give account managers, the control room and credit control one view of a client.
What we cannot yet show is time saved or a faster credit-control cycle. That is a gap on our side as much as yours, and closing it is part of the plan below.
6. Risks and watch points
- Adoption against licence. Most licensed users are not active. If this stays flat, the value of the subscription will be hard to defend when the term comes up for review.
- No agreed value measure. Without one, the renewal conversation becomes a conversation about price alone.
- Key-person dependence. Not yet assessed. We should check who asks the questions.
- High priority tickets. Two in the last thirty days. Worth a short review to be sure the root causes are closed.
None of these is a crisis. They are the things I would want a customer to raise with me, so I am raising them with you.
7. Opportunities
- Bring in the quiet teams. Targeted sessions for the control room and credit control, using real client questions from your own data.
- Use the Growth dashboards builder. A small number of dashboards built by your own people shows investment and makes the product part of the weekly routine.
- Stay within the Growth allowance. There is no case for extra users today. The priority is using the licences you already hold.
8. Proposed plan
| Action | Customer contact | BG-Demo owner | Timing |
|---|---|---|---|
| Identify who is active today and which teams they sit in | A nominated Marlcliff administrator | Daniel Okafor | Within two weeks |
| Review both recent high priority tickets and confirm closure | Your service lead | Daniel Okafor | Within two weeks |
| Run team sessions for the control room and credit control | Team leads for each group | Daniel Okafor | Over the next month |
| Agree two or three value measures that matter to Marlcliff | Your sponsor and finance lead | Daniel Okafor with Lewis Kerr | Before the next QBR |
| Share a short adoption update | Your sponsor | Daniel Okafor | End of the quarter |
I will come back to you by the end of next week with proposed dates for the sessions.
9. Looking ahead to renewal
The current term runs to 4 Jun 2027, so there is time. The standard renewal notice from BG-Demo will come ninety days ahead of that date. Because the subscription started under an earlier price book, the renewal will move to the current list price for the tier, and Lewis Kerr will take you through the commercial detail well before then. I would much prefer that the conversation is about value delivered than about price, which is why adoption is the focus now.
10. Questions for you
- Which teams do you expect to rely on B-Viz most over the next six months?
- Is there a regular meeting where B-Viz answers could replace a manual report?
- Who should we invite to the next review besides your sponsor?
- How is the team finding it day to day?
Best wishes, Daniel Okafor Customer Success Manager, BG-Demo
Unusual terms
As at Fri 9 Oct 2026- No measured value case
- Renewal moves to current list price