Hartwell Industrial Manufacturing — Intelligence Profile

Health Score

2/10

Confidence high

Signal volume is high and consistent across all four data sources — usage metrics, CRM notes, support history, and email sentiment all point in the same direction with no contradicting positive indicators, yielding strong confidence in the risk assessment.

Account Narrative

Hartwell Industrial Manufacturing is in severe churn risk with renewal 90 days out and almost no meaningful engagement with the platform. Active usage has collapsed to a single user on 18 seats, logins dropped 65% in 30 days, and the primary contact Tom Greer has explicitly stated the team has 'lost confidence in the tool' and refused to enter renewal discussions until performance issues are resolved. A recurring pattern of technical failures — dashboard timeouts, import errors, truncated exports — combined with unresponsive outreach and a key IT migration distracting the champion creates a compounding crisis with very little time to reverse.

Key Signals

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Active users dropped to 1 of 18 seats; two analysts have reverted to spreadsheets usage

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Only 4 of 14 features being used, indicating extremely shallow product adoption usage

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Tom Greer explicitly stated team has 'lost confidence in the tool' and conditioned renewal on a real fix email

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Primary contact has gone dark — three unanswered outreach attempts over 6 weeks crm

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Tom flagged need to 'evaluate whether the tool is still the right fit' as early as February 2024 crm

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Four consecutive support tickets all with negative sentiment across 4 months, including one currently open support

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Open ticket for dashboard timeouts on large date ranges — directly tied to the reporting module frustration cited by Tom support

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Renewal is 90 days out with no renewal conversation initiated and champion disengaged crm

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Data import bug from March was resolved quickly after escalation to engineering support

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Tom Greer is currently occupied with a plant systems migration — may partially explain disengagement crm

Expansion Opportunities

If the account is stabilized and trust restored, the 17 unused seats represent significant latent expansion potential low

18 seats purchased but only 1 active — if adoption is recovered, upsell and seat utilization conversations could follow, but only after churn risk is resolved

Risk Factors

High probability of non-renewal or churn at the August 15 deadline high

Tom explicitly conditioned renewal on fixing recurring issues, deflected early renewal outreach in February, and the team has disengaged from the platform almost entirely

Open performance issue (dashboard timeouts) is unresolved and directly linked to the stated reason for team disengagement high

May 10 support ticket still open; Tom cited slow load times on reporting module in April CRM note; this is the same issue blocking board reporting flagged in March

Champion disengagement and communication blackout with 90 days to renewal high

Three unanswered outreach attempts over 6 weeks; last meaningful two-way communication was terse and negative on April 3

No multi-threading — relationship appears to be entirely dependent on Tom Greer with no other executive or business stakeholder engaged high

Only backup contact is Lisa Pavan who simply relayed Tom's availability; no other contacts referenced in CRM or email history

Pattern of recurring technical failures has eroded user trust and driven behavioral abandonment high

Four support tickets with negative sentiment in four months covering data exports, imports, admin panel, and dashboard performance; analysts reverting to spreadsheets per April CRM note

Next Actions

CSM this week

Escalate open dashboard timeout ticket (May 10) to engineering immediately and assign a dedicated engineer — do not wait for standard queue. Communicate a fix timeline to Tom within 48 hours even if Tom does not respond to outreach

Leadership this week

Initiate VP-level or executive-to-executive outreach to Hartwell leadership, bypassing Tom Greer given his unavailability — as originally recommended by AE Daniel Kim in February. Frame around business impact and commitment to resolution

CSM this week

Identify and engage an alternative internal champion or economic buyer at Hartwell beyond Tom Greer — Lisa Pavan or a business-side stakeholder who owns the board reporting use case

CSM this month

Prepare a formal account recovery plan including: root cause summary of all four support issues, remediation steps taken, and a concrete product roadmap commitment addressing reporting performance — to be delivered in a scheduled call once executive contact is made

CSM this month

Once Tom Greer's plant migration concludes, schedule a structured business review with multiple Hartwell stakeholders to re-establish value and reintroduce unused features relevant to their workflows

Sales this month

Flag account internally for potential contract renegotiation or right-sizing if stabilization succeeds but full seat adoption is not recoverable — do not push for expansion until churn risk is resolved