Real Accounts. Real Problems. Real Outcomes.

Challenge: A wellness business running customer support out of personal email, WhatsApp, and social media, with nothing tracked, no SLA standards, no escalation path, and no way to know what its customers were actually experiencing.

Approach: Full Freshdesk implementation from admin setup through live deployment, then trained the internal team to full independence with complete process documentation delivered at handover.

Challenge: A critical account with a 38.2 health score, six of twelve stores inactive, 69% usage decline, an unresponsive champion, and renewal five months away.

Approach: Full diagnostic audit, cross-functional war room, structured 90-day phased recovery plan, executive relationship rebuild, and re-onboarding of all inactive stores.

Challenge: Inherited four simultaneous accounts on day one with no handover notes, two unmanaged for weeks, one in a broken onboarding, and one showing a live expansion signal.

Approach: Triaged by revenue risk and behavioral signal, then executed four parallel strategies: relationship rescue, churn recovery, onboarding reset, and expansion positioning.

Challenge: Three accounts, three different failure types: silent disengagement 30 days from renewal, high platform activity with zero business outcomes, and a loyal customer's expansion signal ignored and now at risk from a competitor.

Approach: Root cause diagnosis before any action. Three different recovery and expansion strategies sequenced to address the actual problem, not the visible symptom.

Challenge: A $14,400 ARR account at 38% adoption against a 70% benchmark, with renewal in 90 days, two unused premium features, no visible ROI, and silent churn risk across a 42-account portfolio.

Approach: RICE-prioritised initiative planning, tailored ROI reporting, beta program nomination, and a structured 12-week success plan executed across the full portfolio.