Mapleton Bakery Co
Starter · Retail · NA · ACC-007
22 At risk
Priority 12
ARR
$5k
contract since 1 Dec 2025
Renewal
1 Dec 2026
in 50 days
Seat utilisation
10%
1 active / 10 seats
Last contact
88d
last call/meeting 193d ago
Why the health score is 22
Usage trend0 / 25
- Active users 4 → 1 (−77%) comparing 04–06 with 08–09
- Sessions −77% over the same period
Seat utilisation0 / 15
- 1 of 10 seats active in 2026-09 (10%)
- Under half the seats in use: shelfware risk at renewal
Engagement recency0 / 15
- Last call/meeting 193 days ago (2026-04-02)
- Last touch of any kind: email 88 days ago
Relationship0 / 15
- Active champion: Priya Morgan (Head of Operations)
- Decision maker Kofi Hughes (Head of Delivery) not engaged in 6 months
- Only 1 active contact engaged: single-threaded
- Red flags in notes: finds product hard to use, no response to outreach (−8)
Support20 / 20
- No open tickets
Sentiment (NPS)2 / 10
- Latest NPS 3 from Priya Morgan (champion) on 2026-08-18: “Too complicated for a small team.”
Flags
Active users down 77% since springNo live conversation in 193 daysRenews in 50 days with no live conversation for 193 daysFirst renewal for this customer
Active users vs seats
Activity timeline
- 18 Aug 2026NPSScored 3: “Too complicated for a small team.”Priya Morgan
- 16 Jul 2026emailsignalOwner says the team finds it hard to use; offered a training session. No response.Priya Morgan · J. Moreau
- 15 Jun 2026ticketTCK-0026 opened: normal integration (closed, CSAT 3)
- 2 Apr 2026callCheck-in call. No major issues raised; team using timelines and resource views.Priya Morgan · J. Moreau
Next step
No next step set.
Suggested actions
- Usage is down 77%. Book an exec check-in with Kofi Hughes (Head of Delivery): find out what changed (reorg, team cuts, tool switch) and agree a re-adoption plan before renewal sizing.
- No live conversation in 193 days. Call Priya Morgan to reset the cadence and book a QBR.
- Renews in 50 days. Fix the risks above first, then put renewal terms in front of Kofi Hughes (Head of Delivery) at least 30 days out.
Tasks
| Task | Rule | Priority | Due | |
|---|---|---|---|---|
Risk review: Mapleton Bakery Co (health 22) Usage is down 77%. Book an exec check-in with Kofi Hughes (Head of Delivery): find out what changed (reorg, team cuts, tool switch) and agree a re-adoption plan before renewal sizing. | At-risk account | high | 14 Oct 2026 | |
Check in with Priya Morgan: no contact for 88 days Last logged touch 2026-07-16. | No contact 30+ days | normal | 17 Oct 2026 | |
Start renewal: Mapleton Bakery Co renews 2026-12-01 (50 days) Renews in 50 days. Fix the risks above first, then put renewal terms in front of Kofi Hughes (Head of Delivery) at least 30 days out. | Renewal in 90 days | high | 19 Oct 2026 |
Contacts
| Name | Role | |
|---|---|---|
| Priya Morgan Head of Operations | champion | priya.morgan@mapletonbakery.com |
| Kofi Hughes Head of Delivery | decision maker | kofi.hughes@mapletonbakery.com |
Support tickets
| Ticket | Opened | Priority | Status | CSAT |
|---|---|---|---|---|
| TCK-0026 integration | 15 Jun 2026 | normal | closed | 3 |