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Hexadev: renewals from 78% to 92% in two quarters
A 90-person software company, 320 recurring support contracts, and a familiar problem: nobody knew which customer was about to leave.
92%
Renewal rate (was 78%)23%
Recurring revenue added15
Minutes to build the monthly report2
Quarters to reach the numbers aboveBackground
Hexadev sells warehouse software to retail chains, and most of its revenue comes from support contracts renewed each year. Seven account managers split 320 contracts between them, each tracking their own customers in a private spreadsheet, updated whenever they remembered.
The problem was never effort. It was that nobody saw the whole picture: a customer who had not logged in for three months, had opened four bug tickets and had paid late twice still sat in the same bucket as a happy one — right up to the email saying they would not renew.
How they rolled it out
1
Weeks 1–2: pull the data into one placeImported 320 contracts from seven spreadsheets, reconciled them against accounting and merged 41 duplicate records.
2
Weeks 3–4: build the health scorePicked five scoring signals: login frequency, features in use, open tickets, late payments and email responsiveness.
3
Weeks 5–8: make it part of the routineEvery Monday morning the high-risk list posts itself to the team channel. Whoever takes an account claims it, and the system records who did.
4
From month three: automate the repetitive partRenewal reminders 45 days ahead, quarterly usage reports sent to customers, and a task whenever a health score drops more than 15 points.
Measured results
| Metric | Before | After 2 quarters | Change |
|---|---|---|---|
| Contract renewal rate | 78% | 92% | +14 points |
| Monthly recurring revenue | $58,000 | $71,000 | +23% |
| Time to build the monthly report | 2 days | 15 min | −98% |
| Contracts lost with no warning | 11 / quarter | 1 / quarter | −91% |
| Accounts per manager | 46 | 61 | +33% |
The part that surprised them most
Three large contracts saved by early warnings, worth $45,000 together — seven times what the software costs for a year.
"We hired nobody, changed nothing about the product and discounted nothing. We just knew who to call first. That alone moved the year-end number."
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