Quantum Retail

Mid-Market · Retail · £64,000 ARR · Owner Daniel Okoro

-4 ptsRecentHigh confidence

Lifecycle stage: Adoption
Renewal: 21 Mar 2027 (190 days)
Last contact: 18 days ago
Last refresh: 3 days ago
Previous score: 63/100
Assessment confidence: High

Customer context

Customer goal: Roll out store-level stock intelligence from a successful 12-store pilot to 90 stores.
Original purchase reason: Pilot proved a 4% reduction in stockouts and the board funded a wider rollout.
Primary use case: Store stock intelligence and replenishment alerts.
First-value milestone: Pilot stockout reduction evidenced — achieved.
Current success milestone: Rollout to 90 stores (28 live, 8 weeks behind plan).
Executive sponsor: Priti Shah, Retail Operations Director
Day-to-day champion: Callum Byrne, Regional Manager
Stakeholders: Store systems team, Integration partner
Contract start: 21 Mar 2026
Renewal date: 21 Mar 2027
Expansion potential: Large, but entirely dependent on completing the 90-store rollout.
Main blocker: Recurring integration defect is blocking rollout velocity and eroding confidence.

What changed?

Product adoption 60 → 56 (-4)
Customer engagement 70 → 64 (-6)
Support experience 52 → 44 (-8)
Customer sentiment 64 → 58 (-6)
Declining since the integration defect started repeating in week 9 of rollout.

Why this matters

Recurring integration defect is blocking rollout velocity and eroding confidence.

£64,000 ARR renews in 190 days. Recommended next action: Escalate the EPOS connector defect to engineering and publish a dated rollout recovery plan.

Five signals

Product adoption

-4 pts

56/100

Previous 60 · Weight 30% · Contribution 16.8 pts

• Only 28 of 90 planned stores are active
• Pilot stores remain at high weekly usage; new stores are not onboarding

RecentHigh confidenceProduct analytics (weekly sync) · 2 days ago

Business outcomes

0 pts

66/100

Previous 66 · Weight 25% · Contribution 16.5 pts

• Pilot outcome held: 4% stockout reduction sustained
• Rollout milestone missed; wider business case unproven

RecentHigh confidenceSuccess plan (manual) · 3 days ago

Customer engagement

-6 pts

64/100

Previous 70 · Weight 20% · Contribution 12.8 pts

• 18 days since last contact
• Sponsor attended one of the last two rollout reviews

RecentHigh confidenceCRM activity log · 2 days ago

Support experience

-8 pts

44/100

Previous 52 · Weight 15% · Contribution 6.6 pts

• Recurring EPOS integration failure raised four times in ten weeks
• One high-severity ticket currently open for 12 days

FreshHigh confidenceSupport desk · 8 hours ago

Customer sentiment

-6 pts

58/100

Previous 64 · Weight 10% · Contribution 5.8 pts

• Recent meeting sentiment neutral, trending down
• Regional manager questioned rollout confidence in writing

RecentHigh confidenceCSM meeting notes · 3 days ago

Six-month health history

Declining since the integration defect started repeating in week 9 of rollout.

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

• Get a dated engineering commitment on the open high-severity issue and share it with the customer in writing.
• Re-baseline the onboarding plan with named owners and dates for every open blocker.
• Review every open and recent ticket with support and summarise the pattern for the customer.

Next 30 days

• Agree a defect-prevention plan with engineering and report progress at the next review.

Support issues

QTR-8891 · High · Open · 12 days
EPOS connector drops overnight stock deltas
QTR-8712 · Medium · Resolved · 33 days
Duplicate replenishment alerts in region 4

Activity timeline

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