Finding a time for a check-in
Email thread Marlcliff Security Services · cs
Sharon Tilley, Head of Customer Operations, reported growing use and agreed a check-in with Daniel Okafor. She made clear she will not commit budget without Nigel Fairbrother and asked BG-Demo to approach him directly.
What was said
What this says
As at Fri 9 Oct 2026Sharon Tilley, Head of Customer Operations, reported growing use and agreed a check-in with Daniel Okafor. She made clear she will not commit budget without Nigel Fairbrother and asked BG-Demo to approach him directly.
Customer view: positive. Account managers like seeing a client's sites and incidents together, and the control room is warming up. Sharon wants quick answers on which site, which shift, and what the client heard.
Ask: she offered Wednesday or Thursday morning the following week and said two account managers have good examples. She expects Nigel to want to see the usage himself.
Next: Daniel and Lewis Kerr take the renewal to Nigel directly.
The thread
Updated 9 Oct 26Messages
Daniel Okafor 10 Apr 2026 15:13Hi Sharon, Thank you for your time on our last call. Just to close the loop, I said I would come back to you about a proper check-in before the contract comes up at the start of June, so here I am. I'd like to look at how the account managers and the control room are finding B-Viz, which questions people are asking most, and whether there is anything you would like us to set up differently before the renewal conversation. It would also help to hear how it has gone for credit control, as I know they came to it a little later than the others. Could we find an hour next week? Any day works for me, and I'm happy to fit around the control room rota. If anyone else should join, please say, though I'll leave it to you whether to include Nigel at this stage. How is the team finding it, by the way? I'd like to hear it from you before I look at any numbers. Best wishes, Daniel Daniel Okafor Customer Success Manager, BG-Demo
Sharon Tilley 10 Apr 2026 17:49Daniel, Good timing. Quiet week for once, so I can answer properly. The team is using it more than they were. The account managers like being able to see a client's sites and incidents together without ringing round. The control room is warming up to it. What they ask me is mostly which site, which shift, and what did the client hear from us. If B-Viz answers that quickly, I'm happy. Next week works. Wednesday or Thursday would suit me best, mornings if possible. Send me an invite and I'll move things around. One thing to be clear on: renewal is Nigel's call, and I won't commit budget without him. Best if you and Lewis take it up with him directly. I'll tell him to expect it and that the usage is going the right way. He'll want to see it for himself, knowing Nigel. Let's get the account managers on it too. Two of them have good examples you could use. Thanks, Sharon