A $120K Subscription Lapsed Because the Renewal Alert Was an Email That Never Sent.

Business Problem

A $120K annual subscription contract with a key enterprise client was set to auto-lapse if not renewed by the 30-day window. The renewal was tracked in a shared spreadsheet maintained by the account management team. The "alert" was an Outlook email rule that was supposed to trigger 45 days before expiry. The rule misfired: the email was never sent. Nobody noticed. The contract lapsed. The client, already evaluating alternatives, used the lapse as an exit event. Rebuilding the relationship and re-signing took four months of executive negotiation and a 15% discount.

How the Platform Solves It

Subscription lifecycle management handles the full contract journey: activation, usage tracking, automated recurring billing, upgrades, renewals, suspensions, and terminations. Renewal alerts are system-generated based on contract dates, not email rules in personal inboxes. Churn detection monitors three concurrent signals: usage drops, missed payments, and support ticket frequency patterns. When signals converge on an account, the system flags it as at-risk before the customer raises a concern. Customer 360 gives every team (sales, service, billing, operations) a unified view of every interaction, order, subscription, and service history for every account. Dynamic pricing from a governed product catalog ensures the quote price matches the invoice price.