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Case Study: Turning Around a High-Risk Enterprise Account through Proactive Retention Strategy

  • Writer: DeAndre Dowell
    DeAndre Dowell
  • Oct 28, 2025
  • 2 min read

Client Overview

Industry: Financial Services

Company Size: 5,000+ employees across multiple U.S. locations

Engagement Scope: Cloud communications, UCaaS, and managed network services


The client was a long-term AT&T enterprise account with a multi-year contract, but early warning indicators suggested they were at risk of churn due to declining engagement and service dissatisfaction.


The Warning Signs

Over a 90-day period, several red flags emerged:

  • A drop in platform utilization from 82% to 54%, particularly in unified communications and analytics tools.

  • Increased support ticket volume related to latency and user experience.

  • C-level disengagement, with quarterly business reviews (QBRs) postponed or canceled.

  • Negative customer sentiment flagged in Net Promoter Score (NPS) comments citing “slow response times” and “unclear value.”

These signals indicated potential churn risk during renewal negotiations.


Action Plan

  1. Root-Cause Analysis: I conducted a detailed audit of support tickets and usage data, identifying a configuration issue affecting voice performance in specific markets.

  2. Cross-Functional Coordination: Partnered with AT&T’s engineering and service delivery teams to resolve the latency issue within 10 business days, restoring service stability.

  3. Rebuilding Executive Trust: Scheduled an on-site QBR with the client’s CIO and procurement lead to review resolution steps, demonstrate new usage analytics, and align on success metrics moving forward.

  4. Customer Re-Enablement: Developed a tailored training program to re-engage internal users and drive adoption of advanced UCaaS features (call routing automation, analytics dashboards).

  5. Ongoing Monitoring: Implemented a customer health dashboard that tracked utilization, sentiment, and open issues in real time — allowing proactive intervention when early signs of disengagement appeared.


Results & Metrics

  • Churn Risk Mitigated: Account successfully renewed for two additional years valued at $2.8M ARR.

  • Product Adoption: Utilization improved from 54% → 88% within 90 days.

  • Customer Satisfaction: NPS rose from 58 → 91 following service resolution and executive engagement.

  • Support Efficiency: Reduced ticket volume by 45% post-remediation.

  • Expansion Opportunity: Identified cross-sell potential for AT&T’s cloud security suite, generating an additional $400K in revenue within 6 months.



Customer Testimonial

“DeAndre was instrumental in helping us regain confidence in AT&T’s solutions. His proactive approach and commitment to transparency turned a frustrating situation into a renewed partnership built on trust.”— Director of Infrastructure Operations, Financial Services Client

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