Marlcliff Security Services

Renewal set-up: On 10 Apr 2026 Sharon said she cannot commit budget without Nigel. On 24 Apr 2026 Nigel asked for per-person usage and a per-contract value case.

Call outcomes: On 28 Apr 2026 Nigel said he was content to renew at £44k. On 5 May 2026 he would not decide and called nine or ten daily users out of forty "a quarter of what we pay for".

Adoption: The 30 Apr 2026 QBR found usage up sharply, no tickets in the last month and questions spread across several people. Jade Vowles built a margin dashboard and is the only admin until a second is named.

Price: On 21 May 2026 Lewis Kerr sent the order form at £44k. Nigel wanted the base for the rise from £40k and usage first.

Billing: Invoice INV-230-0003 for £44k net was issued on 26 May 2026, due 25 Jun 2026. The evidence does not show a reply, a PO number or payment.

Late quarter: The 22 Jun 2026 call recorded about ten daily users, about thirty seats unused, and a contract to 4 Jun 2027. Sharon still cannot commit budget alone.

Outreach: Alice Brewer invited Lorraine Coombes, Michelle Pomeroy and Rhys Gulliver to the 11 Jun 2026 Customer Day, and Rhys to a 16 Jul 2026 webinar. No replies are shown.

Open at the end: Night-shift onboarding, a usage summary for the signer, and the second admin.

Support: On 7 Jan 2026 training found the incident connector had failed since a service account change. Rhys Gulliver fixed it, a catch-up restored the data, and Sharon Tilley said account managers had been looking at stale incidents for weeks.

Adoption: On 10 Feb 2026 the QBR reported twenty-two active users against eleven in December on a Growth licence of forty. Nigel said the margin dashboard was better than a spreadsheet but he was not convinced.

Champion: Sharon said on 19 Feb 2026 that silence on tickets means it is working. She is an advocate, not the budget holder, whose decision sits with her MD. She also mentioned a possible helpdesk change that could upset a connector.

Price: On 6 Mar 2026 Nigel asked for named usage by team and the base for the rise from £40k to £44k. Daniel Okafor explained the first-term discount ends and said regular use is a fraction of the 40 licences.

Renewal call: On 24 Mar 2026 Lewis Kerr set out both prices, with eight daily users on 40 licences. Nigel wants proof, not trend, and decides afterwards.

Open at the end: Renewal outcome, usage note by team, control room adoption, possible split payment, the helpdesk change, and no reply from Rhys to the 16 Apr 2026 webinar invitation.

Support: On 3 Oct 2025 Sharon Tilley asked which site and shift each open ticket affected. The 6 Oct 2025 ticket covered a control-room incident connector failing nightly after an account was disabled; BG-Demo re-pointed it, and the first run was unconfirmed at closure on 11 Oct 2025.

Escalation: On 10 Oct 2025 Sharon escalated after a client learned of an alarm event before the account manager could see it. Jake Fennell found loads reporting success while bringing in little or nothing, and the cause was unconfirmed.

Renewal: At the 28 Oct 2025 QBR, finance director Nigel Fairbrother noted nineteen active users against 40 licensed and asked for a value case and renewal price. Lewis Kerr agreed usage does not support an upgrade.

People: Sofia Marchetti met executive sponsor Gavin Stokes on 4 Nov 2025. He wants B-Viz used, not admired, and a success plan and an analyst role were agreed in principle, with no budget confirmed.

Usage: On 21 Nov 2025 and 22 Dec 2025 Sharon said account managers had reverted to spreadsheets. She said "We're paying for forty seats and using about three" and asked whether to cut seats.

Open at the end: Account manager names and January session dates were still to come, and the contract at £40k a year runs to 4 Jun 2026. Jade Vowles, the new admin, asked for training on 31 Dec 2025. Credit control did not respond to webinar invitations.

Onboarding: Calls on 7 Jul 2025, 14 Jul 2025 and 21 Jul 2025 covered connectors and client code mapping. Two connectors were loading at first, and the open risks were mismatched client codes and Kamal as the only admin.

Adoption: Training on 8 Aug 2025 left Lorraine Coombes positive. On 26 Aug 2025 Sharon praised B-Viz after a warehouse alarm, and Daniel Okafor confirmed the £40k order form subscription running to 4 Jun 2026.

People: On 29 Aug 2025 Kamal warned that the incident connector ran on his personal login. By 19 Sep 2025 Sharon said nobody had been looking at the connectors and the admin was unsettled.

Support: The 23 Sep 2025 ticket recorded the incident feed failing under a disabled account. The 26 Sep 2025 ticket covered two site groups missing after a code list change, with a fix announced on 30 Sep 2025.

Value: On 29 Sep 2025 Sharon said about seven people were active on a typical day. She expects senior colleagues to ask what B-Viz is worth and will not discuss budget before finance is involved.

Open at the end: The 30 Sep 2025 ticket recorded another authentication failure across all sites, and the record does not show a successful run. No new admin is named, and renewal is not yet discussed.

Demo: On 3 Apr 2025 Sharon Tilley said the unsent reports and credit control views sell the second Growth demo. Lewis Kerr again stated that £52k is the total deal value including implementation, not an annual price.

Value challenge: Nigel questioned the £52k plus VAT figure on 22 Apr 2025 and asked for a split and usage reporting. On 6 May 2025 he said he would not renew if it became two people in customer operations, and Owen Tallis said any price movement would be first term only.

Close: The target signing date was 22 May 2025. The 20 May 2025 thread does not show a signature.

Billing: Invoice INV-230-0001 went out on 23 May 2025 (net £12k, gross £14k, due 22 Jun 2025). Invoice INV-230-0002 followed on 5 Jun 2025 for the Growth subscription (net £40k, due 5 Jul 2025). Neither thread shows payment.

Onboarding: Kickoff was 9 Jun 2025. The control-room system offers only an overnight export, so live alerting was deferred. On 17 Jun 2025 Kamal learned single sign-on is not on Growth. On 23 Jun 2025 Laura Penhaligon confirmed £40k a year, with the term running to 4 Jun 2026.

Open at the end: Kamal is still the only admin, and a deputy was to be nominated. Client codes differ across systems, Nigel's usage-before-renewal demand stands, and the single sign-on expectation gap is unresolved.

Discovery: On 3 Mar 2025 Sharon Tilley agreed a discovery call and said she cannot commit budget without Nigel Fairbrother. The 5 Mar 2025 call with Lewis Kerr covered client data split across systems, and Lewis pointed to Growth at a working £52k including implementation, not an annual price.

Pricing challenge: In the 7 Mar 2025 email Nigel challenged usage and cost per contract, and said he will decide nothing until he has seen it working on Marlcliff data. Lewis agreed to demo first and send a proposal skeleton splitting one-off from recurring.

Demo: On 19 Mar 2025 Sharon agreed a demo and said budget is not hers alone. The 26 Mar 2025 demo used Marlcliff's own CRM, helpdesk and control room extracts, and Lorraine said she would use the morning view every day. Sharon said she does not want to be sold something bigger than needed.

Follow-up: On 27 Mar 2025 Lorraine asked for a second session on real retail records and asked who manages the connections. Anya Petrova is to arrange it and confirm the refresh pattern.

Open at the end: Expected close was 22 May 2025. Still open were Sharon's budget sign-off person, IT's view on Snowflake and single sign-on (Enterprise only), the older control room log, the alarm platform export, and the written proposal separating implementation from subscription.

Period: this digest rests on one read, an email thread dated 11 Jun 2024. The evidence does not show any call, ticket or news item for the organisation in the quarter.

Outreach: Nell Ashcombe invited Nigel Fairbrother, the Finance Director, to a practical BG-Demo webinar on Thu 20 Jun 2024. The session covers one data layer inside the customer's own Snowflake account.

Context: Nell tied the invitation to an earlier question from Nigel about who would actually use such a tool. The read does not say when or how he asked it.

Customer view: there is no customer response in the thread, so interest is not shown. The read rates the sentiment as neutral and the voice as decision-maker.

Open at the end: Nigel was to reply for a place or ask for the recording, and Alice Brewer would send the joining details. The evidence does not show whether he replied or attended. The webinar could have answered his question on who would use B-Viz and opened a sales conversation.