Retention Intelligence Report: Quantum Dynamics Inc.
Case ID: RC-2024-0542
Generated: 2024-06-18
Assigned To: Tier 2 Retention Team
CC: Sarah Jenkins (Account Manager)

1. Priority & Risk Assessment

Priority Score: HIGH (8.7 / 10.0)
Renewal Value at Risk: $125,000
Primary Risk Factors:

Negative Sentiment Trend: Sentiment score has dropped 45% over the past 90 days.
Critical Technical Issues: Recurring P2 support tickets related to core product functionality (API Integration).
Decreased Product Usage: Log data shows a 20% decrease in API call volume and a 15% decrease in user logins over the last 30 days.
Key Stakeholder Dissatisfaction: Direct negative feedback from a key decision-maker (Director of Operations).




2. AI-Generated Customer History Summary
Quantum Dynamics Inc. has been a client for three years. The initial two years were characterized by high product adoption and positive CSAT scores (avg. 4.5/5). The relationship inflection point occurred after the Q2 2024 platform update. Since then, they have logged three support tickets classified as P2 or higher, all related to API performance. Prior to this period, they had not logged any critical tickets. Their feedback on third-party review sites was positive 10 months ago but has seen no recent activity.

3. Sentiment Trajectory Analysis
The sentiment analysis maps a clear negative turn.

6-12 Months Ago: Consistently Positive. Emails and survey feedback focused on feature requests and positive outcomes.
3-6 Months Ago: Shifted to Neutral. Communications became more transactional, focused on bug reports and clarification questions following product updates.
Last 90 Days: Trended sharply to Negative. Keywords like "frustration," "recurring headache," "impact," and "troubleshooting" are now frequent in support tickets and email correspondence. This coincides directly with the two most recent API-related incidents.


4. Recommended Intervention Plan
Phase 1: Immediate Actions (Next 48 Hours)

Action: Escalate open support ticket #78912 to a Senior Integration Specialist.
Rationale: Demonstrates immediate attention to their most pressing technical problem.
Action: Account Manager (Sarah Jenkins) to schedule a call with the Director of Operations (David Chen) and a Senior Technical Lead.
Rationale: Acknowledge the issue at a senior level and establish a clear path to resolution.

Phase 2: Short-Term Plan (Next 1-2 Weeks)

Action: Conduct a full technical audit of their API integration and provide a detailed stability report.
Rationale: Proactively identify root causes beyond the immediate ticket to prevent future issues.
Action: Offer a 10% service credit for the next billing cycle.
Rationale: A tangible gesture to compensate for the disruption and rebuild goodwill.

Phase 3: Long-Term Strategy (Next 30-60 Days)

Action: Co-develop a QBR (Quarterly Business Review) focused on their specific business outcomes and showcase planned platform stability improvements.
Rationale: Realign the conversation from technical problems to strategic value, reinforcing the partnership ahead of renewal discussions.