Notes from our Marlcliff check-in

Hello Sharon, Thank you for your time on our check-in call. I always come away knowing more about how things run at Marlcliff than I did going in, and I wanted to put a few notes in writing, just to close the loop. Where we are today: - Growth is running smoothly. Nothing is overdue on the billing side, and we had a single support ticket this month, which was a routine one and has been dealt with. - Usage is steady rather than growing. On a typical day around ten people are in B-Viz, against forty licences, so there is plenty of room if more of the business wants to use it. - The account managers are the group I hear about most. How is the team finding it day to day? I would love to know whether they are asking it about client sites and incidents, or mostly looking things up. The thing I would most like your view on is the control room and credit control. You sponsored B-Viz so that account managers, the control room and credit control could see each client's sites, incidents, calls and invoices in one place. From the numbers, I am not sure all three groups are getting the same value from it yet. That may be perfectly fine, or it may be that they have not been shown what it can do for them. If it would help, I can run a short session for either team, using your own client data, so it feels like their working day and not a generic demo. No pressure at all, and nothing here changes the contract. It runs to 4 Jun 2027 and I will be in touch well ahead of then. Could you let me know which of those two teams you would most like me to start with, and who I should speak to there? I will pick it up from your answer. Best wishes, Daniel Daniel Okafor Customer Success Manager, BG-Demo

Daniel, Thanks for the notes, useful to have them down. Honest answer: the account managers are the ones who get it. They use it when a client rings with a complaint or a question about a site, and it saves them chasing three people. That is exactly what I wanted. The control room is a different story. They are busy and they stick to what they know. Which site, which shift? They can answer that from their own screens, so they only dip into B-Viz when I nag. I would start there. If the control room sees what the client heard from us after an incident, they will use it. That is the bit that matters to me. Credit control is a smaller job. Worth a conversation, but not first. Let's get the account manager leads to help with the control room session, as they can show the team what they get out of it. I will ask who is free and come back to you. On the ticket, yes, it was fine, and thanks for the quick answer. I have no complaints about support. One thing. I am not in a position to talk about adding anything or changing the contract right now. Let's see how the control room goes first and take it from there. Thanks, Sharon