Tidewater Utilities
Growth · Energy · NA · ACC-030
65 Watch
Priority 10
ARR
$30k
contract since 12 Dec 2023
Renewal
12 Dec 2026
in 61 days
Seat utilisation
68%
17 active / 25 seats
Last contact
18d
last call/meeting 168d ago
Why the health score is 65
Usage trend25 / 25
- Active users 16 → 17 (+3%) comparing 04–06 with 08–09
- Sessions +11% over the same period
Seat utilisation11 / 15
- 17 of 25 seats active in 2026-09 (68%)
Engagement recency0 / 15
- Last call/meeting 168 days ago (2026-04-27)
- Last touch of any kind: email 18 days ago
Relationship8 / 15
- Active champion: Ava Young (Head of Operations)
- Decision maker Bea Hughes (COO) not engaged in 6 months
- Only 1 active contact engaged: single-threaded
Support15 / 20
- 1 open ticket(s): TCK-0078 high billing
- Avg CSAT last 90 days: 5.0/5 across 1 ticket(s)
Sentiment (NPS)6 / 10
- Latest NPS 7 from Ava Young (champion) on 2026-08-14: “Timeline view is excellent.”
Flags
No live conversation in 168 daysOpen high-priority ticketRenews in 61 days with no live conversation for 168 days
Active users vs seats
Activity timeline
- 2 Oct 2026ticketTCK-0078 opened: high billing (open)
- 24 Sept 2026emailShared help-centre articles on reporting dashboards.Ava Young · J. Moreau
- 10 Sept 2026ticketTCK-0070 opened: normal billing (closed, CSAT 5)
- 14 Aug 2026NPSScored 7: “Timeline view is excellent.”Ava Young
- 15 Jun 2026ticketTCK-0028 opened: high feature request (closed, CSAT 5)
- 27 Apr 2026meetingQuarterly business review. Reviewed adoption and upcoming projects.Ava Young · J. Moreau
- 26 Apr 2026ticketTCK-0013 opened: low access (closed, CSAT 5)
- 13 Apr 2026NPSScored 6: “A bit pricey for what we use.”Ava Young
Next step
No next step set.
Suggested actions
- Escalate TCK-0078 with the Support lead, then call Ava Young with a dated fix plan before the issue reaches Bea Hughes (COO).
- No live conversation in 168 days. Call Ava Young to reset the cadence and book a QBR.
- Renews in 61 days. Fix the risks above first, then put renewal terms in front of Bea Hughes (COO) at least 30 days out.
Tasks
| Task | Rule | Priority | Due | |
|---|---|---|---|---|
Escalate open tickets for Tidewater Utilities 1 open ticket(s): TCK-0078 high billing | Open escalation | high | 13 Oct 2026 | |
Start renewal: Tidewater Utilities renews 2026-12-12 (61 days) Renews in 61 days. Fix the risks above first, then put renewal terms in front of Bea Hughes (COO) at least 30 days out. | Renewal in 90 days | high | 19 Oct 2026 |
Contacts
| Name | Role | |
|---|---|---|
| Ava Young Head of Operations | champion | ava.young@tidewaterutili.com |
| Bea Hughes COO | decision maker | bea.hughes@tidewaterutili.com |
| Hana Okafor Project Manager | user | hana.okafor@tidewaterutili.com |
| Jade Hughes Finance Manager | billing | jade.hughes@tidewaterutili.com |
Support tickets
| Ticket | Opened | Priority | Status | CSAT |
|---|---|---|---|---|
| TCK-0078 billing | 2 Oct 2026 | high | open | — |
| TCK-0070 billing | 10 Sept 2026 | normal | closed | 5 |
| TCK-0028 feature request | 15 Jun 2026 | high | closed | 5 |
| TCK-0013 access | 26 Apr 2026 | low | closed | 5 |