Health, support, onboarding and renewals
Tom's view · the accounts needing attention today, and the pattern behind them. Nothing here was sent; drafts wait for you.
AI summary
Good morning. NRR is 110% and improving, though concentrated in three Enterprise expansions. Harlow Plumbing Group is Red, explicit pricing dissatisfaction with a renewal inside the prep window and no expansion lever, escalation plan needed this week. Onboarding sits at 34 days against the 30-day target. Three of six Amber/Red accounts are onboarding-driven, not usage-driven, the handoff-quality pattern worth naming.
Net revenue retention
110%
toward 115% · improving
At-risk accounts
6
1 Red, 5 Amber · £268k ARR at risk
Onboarding vs target
34 days
vs 30-day target, improving
Red, act this week
Harlow Plumbing Group: explicit dissatisfaction on pricing versus FieldPro, renewal 15 July, no expansion conversation open. The highest-priority combination on the board. Escalation plan needed this week; brief in progress.
At-risk accounts
Harlow Plumbing Group
£9,720 ARR · renewal 15 Jul · pricing complaint
Ashworth FM
£113,400 ARR · Servio incumbent, adoption drag watched
Halcyon Property Services
£64,800 ARR · onboarding behind schedule
Kingsway Fire & Security
£24,840 ARR · slow adoption start, first 60 days
Briar Mechanical
£24,300 ARR · ticket volume up, renewal 22 Jul
Crestline Mechanical
£32,400 ARR · intervention under way, improving
Support and SLA
SUP-3301, Pennine invoicing totals
Enterprise · breaching, priority fix today
SUP-3287 / SUP-3290, Briar Mechanical
Caching fault, escalated to Engineering
SUP-3280, Kingsway push notifications
Onboarding-related, compounding Amber rating
SUP-3268, Dale Valley scheduling bug
Escalated with repro steps
SUP-3298, Harlow pricing complaint
Tied to Red health rating
Renewals due (next 12 weeks)
Harlow Plumbing Group
15 Jul · £9,720 · High risk
Briar Mechanical
22 Jul · £24,300 · support pattern to resolve
Stonegate Electrical
2 Aug · £15,120 · standard prep
Crestline Mechanical
19 Aug · £32,400 · expansion open, progressing well
CSM coaching view
Health-check conversations are catching onboarding-driven risk earlier than before (Halcyon, Kingsway), but pricing objections are still surfacing on support calls rather than in a scheduled check-in, the pattern behind Harlow. Worth coaching CSMs to raise commercial fit proactively at the first sign of ticket-volume increase, not after a complaint lands.