Signal volume is high across all four data sources and every dimension — usage, support, CRM, and email — tells a consistent and corroborating story of disengagement and renewal risk with minimal contradicting evidence.
Hartwell Industrial Manufacturing is in severe churn risk with renewal 90 days out and almost every signal pointing toward disengagement. Active usage has collapsed to 1 of 18 seats and logins have dropped 65% month-over-month, driven by persistent product reliability issues — four support tickets in four months, all with negative sentiment, and one still open. The primary champion, Tom Greer, has explicitly questioned platform fit, stopped responding to outreach, and conditioned any renewal conversation on seeing tangible product improvements.
The account has 18 licensed seats with only 1 active — the usage drop is tied to product frustration, not a lack of potential users. Resolution of performance issues could restore adoption before expansion is viable.
Champion questioned platform fit in February, explicitly conditioned renewal on product fixes in April, and has since gone dark. Usage at 1 active user. Open unresolved ticket. 90 days to renewal.
Three unanswered outreach attempts in 6 weeks per CRM notes; April email reply was the last direct communication and it was terse and conditional
Ticket open for 10+ days as of last data point; slow load times on reporting were cited by Tom in April as reason analysts abandoned the tool
CRM note from April 2 explicitly states two analysts reverted to spreadsheets
Lisa Pavan confirmed Tom is 'swamped' with migration per May 14 CRM note — this could shorten the effective renewal decision window
Escalate immediately: VP of CS to initiate exec-to-exec outreach to Tom Greer's manager or a senior stakeholder above IT Director level — this was recommended in February and has not occurred
Resolve open dashboard timeout ticket (opened May 10) as engineering priority and communicate fix directly to Tom Greer with a documented resolution summary and performance benchmarks
Prepare a formal account recovery presentation — include root cause analysis of all four support issues, resolution timeline, and a concrete product reliability commitment — to deliver in a recovery call
Identify and engage an internal advocate beyond Tom Greer — Lisa Pavan or a business-side contact (e.g., operations, finance) who may have renewal influence independent of IT
Sales AE (Daniel Kim) to assess whether a contractual concession (e.g., short-term credit, reduced renewal term, performance SLA guarantee) should be prepared as a retention lever if recovery call is secured
If no response from any contact within 10 business days of exec outreach, formally flag as likely churn and begin revenue impact planning for August