Check-in notes and next steps
Email thread Marlcliff Security Services · cs
Daniel Okafor recorded that usage has fallen again against 40 licensed users and a £40k a year contract. Sharon Tilley agreed the notes, called usage not fine, and tied January's outcome to her case to senior colleagues before 4 Jun 2026.
What was said
What this says
As at Fri 9 Oct 2026Daniel Okafor recorded that usage has fallen again against 40 licensed users and a £40k a year contract. Sharon Tilley agreed the notes, called usage not fine, and tied January's outcome to her case to senior colleagues before 4 Jun 2026.
Ask: Daniel summarised the 23 Dec 2025 call and set out next steps: names, January dates, a team meeting slot and a joint look at activity afterwards.
Customer view: Sharon confirmed the notes and added that account managers should see their own clients, with a recent incident. She says that if January goes well she can take a better picture to the people above her.
Next: names in the new year. If it does not go well, she wants a straight conversation.
The thread
Updated 9 Oct 26Messages
Daniel Okafor 23 Dec 2025 17:12Hi Sharon, Thank you for making time today, I know it was a squeezed afternoon. Just to close the loop, here is where we landed. What I heard: - The control room remains the main group using B-Viz. The account managers have barely started. - You are not worried about the product itself, and nothing has been raised with our support team. The gap is habit. - You would like the account manager session to use a real client and a recent incident, and to keep the room small. What I have to be honest about: usage has fallen again, and more than I would like. With 40 licensed users on the Growth plan and the contract at £39,600 a year, I want your team to feel they are getting real value, and at the moment the activity does not show that. I would rather say so now than let it sit until the spring. Next steps, as I understand them: - You will send me the account manager names when people are back after the break. - I will propose a few dates in the first full week of January and tailor the session to one of your clients. - I will ask to join one of your team meetings for a few minutes, as you suggested. - After the session, we look at the activity together and see whether it has moved. Please correct anything I have got wrong. And thank you for being so open with me, it makes this much easier. Have a lovely Christmas, and give my regards to the control room team. Best wishes, Daniel Daniel Okafor Customer Success Manager, BG-Demo
Sharon Tilley 23 Dec 2025 17:42Daniel, That's accurate. Thanks for sending it so fast. One addition. I want the account managers to see their own clients on screen, not mine. Pick a client with a recent incident so the point lands. I will make sure the leads are there. I'm not going to pretend the usage is fine. It isn't. But I'd rather fix it than argue about it. If January goes well, I can take a better picture to the people above me before the contract end on 4 Jun 2026. If it doesn't, we need to talk again, straight. Names in the new year. Happy Christmas to you and the team. Thanks, Sharon