Based strictly on the supplied information, the customer shows several strong, converging churn indicators, particularly declining usage, reduced engagement, an unresolved product issue, and an upcoming renewal. Customer Churn Risk Analysis — BrightDesk Solutions Customer Churn Risk Analysis 1. Churn Risk Assessment Churn Risk: High Churn Risk Score: 86/100 Confidence Level: High Overall Assessment BrightDesk Solutions shows multiple documented indicators of elevated churn risk. Monthly active users have fallen from 32 to 11, login activity has declined significantly, two major features have not been used for 60 days, and there has been no purchase or plan upgrade for 8 months. In addition, the customer has contacted support twice about slow reporting features, with one related issue still unresolved and the customer stating that the problem is affecting workflow. The risk is particularly relevant because the subscription renewal is only 18 days away. The score reflects the strength and combination of documented risk signals, not a prediction that the customer will definitely churn. 2. Churn Signals Churn Signal Evidence Risk Significance Sharp usage decline Monthly active users decreased from 32 to 11 over the last 3 months. Strong signal of reduced product engagement. Declining login activity Login activity has declined significantly. Indicates broader reduction in engagement. Feature inactivity Two major features have not been used during the last 60 days. Suggests reduced utilization of the product. Support complaints Customer contacted support twice about slow reporting features. Indicates recurring product-related friction. Unresolved issue One reporting issue remains open. Particularly important because the customer said the issue is affecting workflow. Upcoming renewal Renewal is due in 18 days. Creates a near-term decision point where existing dissatisfaction may become important. No recent expansion No purchase or plan upgrade in the last 8 months. Indicates no recent evidence of account expansion, although this alone is not proof of churn risk. No payment problems No outstanding payment issues. This reduces evidence of payment-related churn. Previous upgrade Customer previously upgraded from Basic to Professional. Demonstrates that the customer has previously increased their commitment to the product. Strongest Signals The strongest documented signals are: Usage falling from 32 to 11 active users Significant decline in login activity An unresolved reporting problem affecting workflow Renewal occurring in only 18 days Two major features unused for 60 days These signals are more significant collectively than any single indicator alone. 3. Risk Analysis Main Potential Churn Barrier The main potential barrier to retention is reduced product engagement combined with unresolved product friction. The available information does not establish why usage has declined. Therefore, it should not be assumed that the reporting problem is the sole cause of the decline. Most Important Unresolved Issue The most important unresolved issue is the slow reporting feature problem, because: The customer has contacted support twice about it. One issue remains open. The customer explicitly stated that the problem is affecting their workflow. Customer Engagement Trend Negative / declining. Documented indicators include: Active users declining from 32 to 11. Significant decline in login activity. Two major features unused for 60 days. No purchase or upgrade for 8 months. Customer Value / Context The customer currently generates $180 in monthly subscription revenue and has been a customer for 14 months on the Professional monthly plan. The customer previously upgraded from Basic, which indicates a prior increase in commitment to the product. There are no outstanding payment issues. Missing Information The following information is unavailable and limits the analysis: The customer's current satisfaction level. Whether the decline in users is temporary or permanent. The specific cause of the declining usage. Whether the reporting issue caused the usage decline. Whether the customer is considering cancellation. Whether alternative products are being evaluated. Whether the customer considers the Professional plan's current value satisfactory. Whether all 35 historically average active users are still relevant to the account. These gaps mean the risk assessment identifies documented warning signs but does not establish the customer's actual intention to churn. 4. Retention Action Recommended Action Initiate a proactive retention conversation by email, focused first on resolving the reporting problem and understanding the decline in usage. The email should: Acknowledge the unresolved reporting issue. Recognize that the issue is affecting the customer's workflow. Offer the available product walkthrough. Encourage the customer to discuss any areas where they are experiencing difficulty. Make the upcoming renewal relevant without applying unnecessary pressure. Why This Is Appropriate The customer has already reported a product problem, and one issue remains unresolved. A product walkthrough is specifically available and can provide a direct way to address product usage or feature-related difficulties. It also avoids assuming that a discount is the solution when the available evidence points more clearly toward product engagement and unresolved support issues. Best Channel Email, because it is the only available retention channel. Suggested Timing Immediately — ideally within the next few days. The customer should not be approached for the first time immediately before renewal because the renewal is only 18 days away. Incentive No discount should be offered at this stage. No discount is currently authorized, and the documented evidence does not establish that price is the customer's problem. The initial intervention should focus on the unresolved issue and engagement. 5. Retention Message Subject: Checking in on your BrightDesk experience Hi BrightDesk Solutions Team, We wanted to check in regarding the reporting issue you recently contacted our support team about. We understand that the issue has been affecting your workflow, and we know that one related issue is still open. We'd also be happy to arrange a product walkthrough to help you get the most from the Professional plan and address any areas where you may need assistance. If there are specific issues or features you'd like us to focus on during the walkthrough, please let us know. Best, BrightDesk Support Team 6. Monitoring Plan Because the customer already shows multiple high-risk indicators, immediate intervention is appropriate rather than waiting for additional warning signs. After the intervention, monitor: Customer Behavior Monthly active users Login frequency Usage of previously inactive major features Overall product activity Support Signals Whether the outstanding reporting issue is resolved Whether the customer submits additional complaints Whether complaints concern the same reporting problem or other areas Renewal Signals Customer response to the retention email Participation in the product walkthrough, if arranged Any cancellation request Renewal status Warning Signs Requiring Further Attention Particular attention should be given if: Active users continue declining. Login activity remains significantly below previous levels. Major features remain unused. The reporting issue remains unresolved. The customer raises additional workflow-impacting complaints. The customer does not engage before renewal. Reassessment Reassess after the customer responds/interacts with the retention outreach and again before the renewal date. 7. Final Summary Churn Risk: High Score: 86/100 Confidence: High Main evidence: Active users dropped from 32 to 11, login activity declined, two major features have been unused for 60 days, and the customer has reported recurring reporting problems. Most important risk factor: The combination of sharp engagement decline and an unresolved reporting issue that is affecting workflow, occurring only 18 days before renewal. Recommended next action: Contact the customer by email immediately, acknowledge the unresolved reporting issue, and offer the available product walkthrough. Do not introduce a discount unless later evidence indicates that an incentive is appropriate and authorized. Important limitation: The available information demonstrates churn-risk signals but does not establish that the customer intends to leave or that any particular issue is the definitive cause of reduced usage. This analysis is a decision-support tool and should be supplemented by direct customer communication and business judgment.