Signal volume is high and consistent across all four data sources — CRM notes, usage data, support tickets, and email — all pointing in the same direction, with explicit champion verbatim and quantitative usage collapse leaving little room for interpretive uncertainty.
Hartwell Industrial Manufacturing is in a critical pre-churn state with 90 days to renewal. Usage has collapsed by 65% in the last 30 days to effectively a single active user out of 18 seats, the primary contact has gone dark amid a plant systems migration, and the account champion has explicitly stated his team has lost confidence in the platform. A recurring pattern of technical failures — slow reporting, data import issues, dashboard timeouts — has driven analysts back to spreadsheets, and the champion signaled renewal skepticism as far back as February.
Lisa Pavan mentioned Tom is absorbed in a plant systems migration. If the platform can integrate with or complement the new plant systems, there may be a relevance angle to explore post-migration. However, this is speculative given current dissatisfaction.
Champion explicitly questioned fit in February, team confidence is stated as lost, usage has nearly ceased, and the primary contact is unresponsive. All leading indicators point to non-renewal.
Ticket opened May 10 is still open. Tom cited slow load times in April as a core frustration driving user abandonment. This unresolved issue directly contradicts any renewal conversation.
Three unanswered outreach attempts logged by Marcus Bell. No inbound communication since April 3 email with negative tone. Renewal decision-maker is effectively dark.
Active users dropped to 1 of 18 seats. CRM notes confirm analysts have reverted to spreadsheets. The platform has no grassroots adoption to fall back on if the champion churns.
Daniel Kim flagged the need for exec-to-exec outreach from VP CS in February. No evidence this was executed. Three months have passed without escalation.
Four consecutive negatively-sentiment support tickets across four months covering export truncation, admin panel failure, data import failure, and ongoing dashboard timeouts. Pattern suggests systemic reliability issues, not isolated incidents.
Escalate immediately to VP of Customer Success for executive-to-executive outreach to Hartwell leadership — this was recommended in February and never actioned. Frame around acknowledging product issues and committing to a joint remediation plan.
Prioritize and expedite resolution of the open reporting dashboard timeout ticket (opened May 10). Loop in engineering and communicate a fix timeline directly to Tom Greer in writing before any renewal conversation is attempted.
Prepare a concise account recovery brief for VP CS including: full ticket history, usage decline data, verbatim Tom Greer quotes, and a proposed remediation roadmap to present in executive outreach.
Attempt to identify and engage an alternative internal champion or economic buyer beyond Tom Greer — explore whether Lisa Pavan or a plant operations leader has stake in the platform's use case.
Conduct an internal win/loss pre-mortem: assess whether the platform's reporting performance issues are fixable within the renewal window and whether a contractual concession (e.g., short-term extension, credit) could buy time to rebuild trust.
If executive outreach and ticket resolution fail to produce a response from Tom Greer by end of May, treat account as likely churn and begin internal forecasting adjustments for August.