When a customer stops responding to renewal emails, they're NOT silently signing. They're evaluating alternatives, forgetting, or have already decided to churn and will tell you on the last possible day. A voice touchpoint at T-45 and T-15 on the contract — or on customers silent for 90+ days — surfaces the real state of the relationship while there's still time to act.
Workflow under construction. Beta pilots Q4 2026 with selected B2B SaaS and telco.
Consultative conversation, no sales. "Hi, we're getting close to your subscription renewal. Everything OK with the platform? Anything you'd like to see improved?". Output: qualitative NPS + risk score + 3-5 attention points mapped for the CSM/AM.
Only if T-45 surfaced ambiguity or the customer is high-value. Decision call: "We're close to renewal date — confirmed? Can we prepare something different from last time?". Unlocks renegotiation, plan change, upgrade, or surfaces the structured "no".
For active subscription customers silent for 90+ days (no login, no support ticket, no email opens). Opening: "Hi, I'm calling to understand if [product] is still serving you as expected". 60% of the time intercepts un-announced churn and opens an intervention window.
For customers who actually cancelled 60-180 days ago. Personalized return offer (loyalty discount, different scope, trial period). Timing wins: too early hurts, too late loses interest. 90-180 days is the sweet window.
We're recruiting 10 B2B SaaS or telco beta testers for the Q4 2026 pilot. Free setup, 6 months Growth tier at half price, in exchange for feedback. We'll write in September 2026.