Solara Energy

Mid-Market · Renewable Energy · £47,000 ARR · Owner Priya Nair

+1 ptsNeeds reviewMedium confidence

Lifecycle stage: Onboarding
Renewal: 30 Jun 2027 (291 days)
Last contact: 13 days ago
Last refresh: 4 days ago
Previous score: 46/100
Assessment confidence: Medium

Customer context

Customer goal: Automate asset performance reporting for 40 solar sites.
Original purchase reason: Asset reporting was manual and delayed investor updates by two weeks.
Primary use case: Asset performance reporting and investor pack generation.
First-value milestone: First automated investor pack — not yet achieved (planned week 6).
Current success milestone: SCADA integration completed (partially built, awaiting customer credentials).
Executive sponsor: Martin Rowe, Finance Director (attends when invited)
Day-to-day champion: Aisha Karim, Asset Manager
Stakeholders: SCADA vendor, IT security reviewer
Contract start: 30 Jun 2026
Renewal date: 30 Jun 2027
Expansion potential: None before first value is delivered.
Main blocker: Onboarding stalled on customer-side security approval; no first value 74 days in.

What changed?

Product adoption 30 → 34 (+4)
Customer engagement 68 → 66 (-2)
Support experience 66 → 68 (+2)
Customer sentiment 64 → 60 (-4)
Plateaued once the integration hit the customer's security review queue.

Why this matters

Onboarding stalled on customer-side security approval; no first value 74 days in.

£47,000 ARR renews in 291 days. Recommended next action: Ask the champion for an executive nudge to IT security and set a dated credential deadline.

Five signals

Product adoption

+4 pts

34/100

Previous 30 · Weight 30% · Contribution 10.2 pts

• Only the sandbox environment is in use
• 1 of 5 key features live; no production data flowing

Needs reviewMedium confidenceProduct analytics (weekly sync) · 3 days ago

Business outcomes

0 pts

30/100

Previous 30 · Weight 25% · Contribution 7.5 pts

• First-value milestone missed by 4 weeks
• Zero of two onboarding milestones achieved

Needs reviewMedium confidenceSuccess plan (manual) · 4 days ago

Customer engagement

-2 pts

66/100

Previous 68 · Weight 20% · Contribution 13.2 pts

• Champion attends onboarding calls but cannot unblock IT security
• Finance director has attended one call in total

Needs reviewMedium confidenceCRM activity log · 3 days ago

Support experience

+2 pts

68/100

Previous 66 · Weight 15% · Contribution 10.2 pts

• One medium integration ticket open for 15 days awaiting customer credentials

FreshHigh confidenceSupport desk · 22 hours ago

Customer sentiment

-4 pts

60/100

Previous 64 · Weight 10% · Contribution 6.0 pts

• Recent meeting sentiment neutral
• Champion apologetic about internal delays

Needs reviewMedium confidenceCSM meeting notes · 4 days ago

Six-month health history

Plateaued once the integration hit the customer's security review queue.

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-baseline the onboarding plan with named owners and dates for every open blocker.
• Book a value-evidence session to agree the baseline and the metric owner.
• Refresh the outdated signals before acting on the score — confidence is currently reduced.

Next 30 days

• Publish a one-page value summary the customer can circulate internally before renewal.

Support issues

SOL-1188 · Medium · Open · 15 days
SCADA credentials outstanding — integration paused

Activity timeline

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