Finding a time to check in
Email thread Marlcliff Security Services · cs
Daniel Okafor chased names and dates for the account manager session, noting usage had slipped further. Sharon Tilley agreed to a small session, accepted usage is down and suggested Daniel join a team meeting.
What was said
What this says
As at Fri 9 Oct 2026Daniel Okafor chased names and dates for the account manager session, noting usage had slipped further. Sharon Tilley agreed to a small session, accepted usage is down and suggested Daniel join a team meeting.
Ask: Daniel wanted account manager names and slots, and offered to join a team meeting. He noted no open tickets and a contract end on 4 Jun 2026.
Customer view: Sharon said she knows usage is down and is not hiding from it. She repeated her test: what did the client hear from us when something went wrong.
Next: names to follow, a short call before the break or the first full week back, and Daniel to send two or three options.
The thread
Updated 9 Oct 26Messages
Daniel Okafor 15 Dec 2025 09:35Hi Sharon, I hope the week has started more calmly than the last one you described. I wanted to find a time for our next check-in, and also to follow up on the account manager session we talked about last month. I'll be straightforward: when I look at activity on our side, the number of people using B-Viz has slipped further since we last spoke. Nothing has gone wrong that I can see, and there are no open tickets, so I do not think it is a technical issue. It looks to me like the habit has not quite taken hold, and I would like us to put that right while it is still early. Two things I would find useful from you: - The names of the account managers you would like in the first session, so I can tailor it to their clients. - A couple of slots over the next week or so when you could give me half an hour. If the run-up to Christmas is too hectic, say so and we can pick it up in the new year, though I would rather not leave it too long. If it helps, I can also join one of your own team meetings for a few minutes instead of asking for a separate call. Whatever causes you the least disruption. There is plenty of time before the contract end on 4 Jun 2026, but I would like us to have a better story about usage well before then, for your sake as much as ours. I'll come back to you by the end of the week if I have not heard, just to make sure this does not slide. Best wishes, Daniel Daniel Okafor Customer Success Manager, BG-Demo
Sharon Tilley 18 Dec 2025 14:14Daniel, Sorry for the slow reply. Incident week, as usual. Yes to a session. Names to follow tomorrow, I want to check who is actually in the office. Let's keep it small. Fewer people, real clients. This week is gone and next week is mostly cover rota. If you can do a short call before the break, fine, otherwise let's say the first full week back. Joining a team meeting is a good idea. Probably easier than a separate invite, they ignore invites. I know the usage is down. I'm not hiding from it. What did the client hear from us when something went wrong? That is the test I care about, and the account managers can only answer if they can see it. Let's get the account manager on it, as I keep saying. Send me two or three options and I'll pick one. Thanks, Sharon