How Atlas & Reed Consulting started renewal conversations ninety days earlier

Company Overview

Atlas & Reed Consulting manages around 260 recurring contracts. Renewal dates lived in a spreadsheet, and conversations typically started when the customer raised them, sometimes days before expiry.

Challenge

• Renewal conversations began far too late, which left no time to address a dissatisfied customer
• Two renewals were missed entirely in one year and lapsed before anyone noticed
• There was no signal to tell an account manager which customers were at risk
• Revenue forecasting was guesswork, because the renewal pipeline was not visible

Solution

• Brightpath Flow and Brightpath Insights opens a renewal task 120 days out and assigns it to the account manager automatically
• Usage and support signals are pulled in, so account managers see which customers are at risk before they call
• Escalation to me at 60 days if no contact has been logged
• A live renewal pipeline replaced the spreadsheet, and it reconciles with contract records nightly

Results

• Renewal conversations now start around 90 days earlier than before
• Annual churn fell from 14 percent to 7 percent across the customer base
• No renewal has lapsed unnoticed since the workflow went live
• Renewal revenue forecasts now land within 5 percent of actuals

Customer Testimonial

"Churn was never really a renewal problem for us, it was a timing problem. By the time we were talking about the contract, the decision had already been made months earlier. Brightpath Software moved the conversation to the point where we can still change the outcome."

Felix Andersson, CTO, Atlas & Reed Consulting

Key Benefits

• Renewal tasks open automatically 120 days out
• Risk signals visible before the first conversation
• Escalation when no contact has been logged
• A renewal pipeline that reconciles with contract records

Brightpath Software gave Atlas & Reed Consulting a ninety day head start on every renewal, and halved churn in the process.