HarborTech Systems

Enterprise · Marine Technology · £168,000 ARR · Owner Keyur Jolapara

-12 ptsNeeds reviewMedium confidence

Lifecycle stage: Renewal
Renewal: 05 Nov 2026 (54 days)
Last contact: 43 days ago
Last refresh: 6 days ago
Previous score: 60/100
Assessment confidence: Medium

Customer context

Customer goal: Single view of vessel maintenance scheduling across the fleet.
Original purchase reason: Maintenance delays were causing charter penalties.
Primary use case: Maintenance scheduling and compliance evidence.
First-value milestone: First fleet-wide maintenance schedule — achieved in year one.
Current success milestone: Annual compliance pack produced from the platform (owner unassigned).
Executive sponsor: Vacant since March — no replacement identified
Day-to-day champion: Departed. Interim contact: Sam Ellery, Operations Analyst
Stakeholders: Operations analyst (interim), Procurement (renewal owner, unengaged)
Contract start: 22 Oct 2024
Renewal date: 05 Nov 2026
Expansion potential: None. Renewal defence only.
Main blocker: Champion departed, sponsor seat vacant, 43 days without contact and renewal in 54 days.

What changed?

Product adoption 68 → 58 (-10)
Business outcomes 62 → 52 (-10)
Customer engagement 44 → 22 (-22)
Support experience 66 → 64 (-2)
Customer sentiment 55 → 40 (-15)
Sharp decline began the month the champion left the business.

Why this matters

Champion departed, sponsor seat vacant, 43 days without contact and renewal in 54 days.

£168,000 ARR renews in 54 days. Recommended next action: Run a stakeholder mapping exercise and secure a new executive sponsor within two weeks.

Five signals

Product adoption

-10 pts

58/100

Previous 68 · Weight 30% · Contribution 17.4 pts

• Weekly active users decreased 24% since the champion left
• 3 of 5 key features in use; scheduling automation abandoned

Needs reviewMedium confidenceProduct analytics (weekly sync) · 4 days ago

Business outcomes

-10 pts

52/100

Previous 62 · Weight 25% · Contribution 13.0 pts

• Maintenance delay reduction no longer being tracked internally
• Compliance pack milestone has no named owner

Needs reviewMedium confidenceSuccess plan (manual) · 6 days ago

Customer engagement

-22 pts

22/100

Previous 44 · Weight 20% · Contribution 4.4 pts

• No customer contact in 43 days
• Executive sponsor seat vacant since March
• Two meeting invitations declined without a reschedule

Needs reviewMedium confidenceCRM activity log · 4 days ago

Support experience

-2 pts

64/100

Previous 66 · Weight 15% · Contribution 9.6 pts

• One high-severity ticket resolved after 11 days
• No open issues

RecentHigh confidenceSupport desk · 1 day ago

Customer sentiment

-15 pts

40/100

Previous 55 · Weight 10% · Contribution 4.0 pts

• No sentiment data captured for 6 weeks
• Interim contact described ownership as 'unclear'

Needs reviewMedium confidenceCSM meeting notes · 6 days ago

Six-month health history

Sharp decline began the month the champion left the business.

AI risk analysis

Deterministic, context-aware analysis generated locally from this account's signals — no external API. The service layer is isolated so a real model can be connected later.

Recommended actions

Next 7 days

• Re-open the relationship: send a short, specific outreach to Departed. Interim contact: Sam Ellery referencing their stated goal, not a generic check-in.
• Map remaining stakeholders and ask the interim contact who now owns the platform decision.
• Re-establish a fixed cadence and secure a second named contact to reduce single-person dependency.
• Refresh the outdated signals before acting on the score — confidence is currently reduced.

Next 30 days

• Run a stakeholder mapping exercise and introduce an executive-level review.
• Prepare the renewal pack: evidenced outcomes, open risks, and a named decision-maker (54 days out).

Activity timeline

No recorded activity yet. Log a touchpoint, draft a re-engagement message or add a task and it will appear here.