The Scenario
A South African fleet logistics company, "CargoTrack", has a client ("KZN Transport") paying R30,000/month. KZN Transport has recently stopped tracking fuel usage through the portal, and their support tickets have gone silent. A competitor, "LogiFleet", is actively pitching to them. The CS director needs a turnaround plan.
The Brief
Produce a step-by-step turnaround plan to re-engage the customer, identify their frustrations, demonstrate the ROI of CargoTrack, and secure a renewal.
Deliverables
- An account audit analyzing historical tickets, login drops, and feature usage anomalies
- A 14-day re-engagement communication schedule including executive and operations-level touchpoints
- A customized value realization deck outline showing specific ZAR fuel savings calculations
- A concession framework: what parameters (discounts, training, features) CS is allowed to negotiate to keep the contract
Submission Guidance
Turnaround plans require understanding both the executive decision-maker and the daily system users. Address both groups.
Submit Your Work
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