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Agents Retention Case Coordination Agent
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Retention Case Coordination Agent

Consolidates, summarizes, and distributes unified retention case context to cross-functional teams for faster, more informed decision-making.

Retention cases often require collaboration across multiple teams, yet information is frequently scattered across systems, notes, and conversations. This fragmentation leads to inefficiencies, delayed escalations, and inconsistent decisions that can negatively affect customer retention and renewal outcomes.

The Retention Case Coordination Agent automatically gathers relevant case data from sources such as retention opportunity records, case assignments, customer segmentation inputs, internal chat threads, and meeting notes. It synthesizes this information into clear, concise summaries and distributes them to the appropriate cross-functional stakeholders, ensuring everyone operates with the same up-to-date context. The agent also flags complex or high-impact cases that require expert review, enabling faster prioritization and reducing the risk of oversight.

By eliminating manual information gathering and improving alignment across teams, the agent accelerates decision-making and reduces administrative workload. This leads to more efficient retention workflows, consistent stakeholder coordination, and improved customer outcomes throughout the renewal cycle.

Accuracy
TBD

Speed
TBD

Input Data Set

Sample of data set required for Retention Case Coordination Agent:

Meeting Notes: Quantum Dynamics Retention Strategy Kick-off


Date: 2024-09-12
Attendees: Sarah Jenkins (Account Manager), David Chen (Customer Success), Priya Singh (Support Lead)
Case ID: RC-QD-2024-007
Customer: Quantum Dynamics




Agenda:


    

  1. Review current account health for Quantum Dynamics.
    2. 

  2. Discuss recent service disruption and support tickets.
    3. 

  3. Analyze product usage data, specifically the "Data-Driven Insights Module".
    4. 

  4. Formulate initial retention strategy and assign action items.
    5. 



Key Discussion Points & Notes:


    

  • 

    Account Health: Sarah Jenkins noted that Quantum Dynamics is a "Tier 1 Enterprise" customer with a renewal date of 2024-12-15. Historically, they have been a strong advocate, but recent sentiment is neutral to negative. Contract value is significant, and churn would represent a major loss.
    

    • 

  • 

    Support Issues: Priya Singh confirmed two recent high-priority support tickets: #TICK-8921 (API latency issue) and #TICK-9045 (Dashboard rendering bug). Both were resolved but took longer than the SLA specifies. The client's CTO, Mark Rivera, expressed frustration during the resolution process.
    

    • 

  • 

    Product Usage: David Chen presented data showing a 40% drop in usage for the "Data-Driven Insights Module" over the last quarter. This is a premium feature and a key value driver in their original business case. We suspect the performance issues are contributing to this decline.
    

    • 

  • 

    Initial Strategy:
    

      

    • Proactive outreach is required to rebuild confidence.
      • 

    • Technical deep-dive session with their engineering team needs to be scheduled.
      • 

    • Explore potential for a value-add concession or service credit due to SLA breaches.
      • 

    

    • 



Action Items:


    

  • Sarah Jenkins: Schedule a strategic business review with Mark Rivera (CTO, Quantum Dynamics) within the next 7 days.
    • 

  • Priya Singh: Compile a full post-mortem report for tickets #TICK-8921 and #TICK-9045 to share with the client.
    • 

  • David Chen: Prepare a presentation on new features and best practices for the "Data-Driven Insights Module" to re-engage their user base.
    • 

  • All: Reconvene next week to finalize a formal retention proposal.
    • 





END OF NOTES

Deliverable Example

Sample output delivered by the Retention Case Coordination Agent:

Unified Retention Case Summary


Case ID: RC-QD-2024-007
Generated: 2024-09-12 15:30 UTC




Executive Summary


This report consolidates all relevant data for the high-priority retention case concerning Quantum Dynamics. The customer is a Tier 1 Enterprise account at risk due to recent technical performance issues, two SLA breaches on support tickets, and a significant 40% decline in usage of a key premium feature. The combination of technical issues and a high contract value necessitates immediate, coordinated cross-functional action and expert engagement to mitigate churn risk ahead of the December 15th renewal date.


Case Details Overview






Detail
Information
Source System






Customer Name
Quantum Dynamics
Case Assignment Records




Account Manager
Sarah Jenkins
Case Assignment Records




Customer Segment
Tier 1 Enterprise
Customer Segmentation Data




Annual Contract Value
$450,000
Retention Opportunity Board




Renewal Date
2024-12-15
Retention Opportunity Board




Churn Risk Score
High (8.5/10)
Retention Opportunity Board






Synthesized Context & Key Issues


    

  • Recent Service Instability: The client experienced two high-priority technical issues (API latency and dashboard bugs) that breached defined SLAs (Tickets #TICK-8921, #TICK-9045). This has negatively impacted the client's confidence and led to direct complaints from their CTO.
    • 

  • Critical Feature Disengagement: There has been a 40% drop in user activity for the "Data-Driven Insights Module" in the past quarter. This premium feature is central to the value proposition, and declining usage is a strong leading indicator of churn.
    • 

  • Negative Sentiment Shift: Account health monitoring indicates a sentiment shift from "Advocate" to "Neutral/At-Risk" following the recent technical problems.
    • 



Expert Engagement Flag


STATUS: EXPERT ENGAGEMENT REQUIRED


    

  • REASON: The case involves a high-value Tier 1 account, documented SLA breaches, and a significant decline in the usage of a core product module. The direct involvement of the client's CTO requires a coordinated response from senior technical and product leadership.
    • 

  • Recommended Experts: VP of Product, Director of Technical Support.
    • 



Key Action Items


    

  1. Schedule Strategic Business Review: Sarah Jenkins to engage client CTO.
    2. 

  2. Compile Post-Mortem Report: Priya Singh to document SLA breaches and resolutions.
    3. 

  3. Prepare Feature Re-engagement Plan: David Chen to create a value-focused presentation.
    4. 



Automated Distribution List


This summary has been automatically distributed to the following stakeholders:


    

  • sales-leadership@innovatecorp.com
    • 

  • customer-success-leads@innovatecorp.com
    • 

  • product-management@innovatecorp.com
    • 

  • technical-support-management@innovatecorp.com
    •

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