Support systems track symptoms. We uncover root causes — then walk your leadership team through what actually matters for retention, expansion, and customer health.
Every ticket, every escalation, every frustrated reply contains signal. But leadership doesn't have visibility into the patterns that predict churn, identify expansion opportunities, or reveal systemic product issues — until it's too late.
A customer's tone degrades over months. No single ticket triggers an alert. By the time CS notices, they've already decided to leave.
Three enterprise accounts escalated to leadership this quarter. None were flagged as at-risk. All churned within 90 days.
Your customers are telling you what's broken — in every support interaction. But that intelligence never reaches product leadership in a usable form.
Leadership doesn't need another login. They need someone who understands retention economics to analyze the data, synthesize the patterns, and brief them on what requires executive attention.
That's what we do. Pattern recognition plus expert synthesis — delivered as strategic guidance, not software.
BASETRACKS analyzes your support data across four dimensions — then synthesizes it into executive-ready intelligence that drives retention decisions.
Emotional trajectory across every customer's ticket history. We detect decay before it becomes a cancellation.
Contact velocity, escalation patterns, and repeat issues that signal account health trajectory.
Feature complaints, workflow friction, and pain points that cluster before churn — or signal expansion.
Account health scored against revenue, tenure, and strategic importance. We prioritize what matters to the business.
No dashboards. No logins. No implementation project. We do the analysis, you get the answers.
Zendesk, Jira, Intercom — any platform. We handle the ingestion, normalization, and analysis setup.
4D analysis across sentiment, behavior, content, and context. We identify what your tools are missing.
Executive briefings with prioritized accounts, root cause analysis, and specific recommended actions.
Strategic guidance on the cadence that matters — weekly operational, monthly strategic, quarterly executive.
Prioritized list of accounts showing pre-churn signals with specific risk factors and recommended interventions for your CS team.
Executive summary of retention trends, pattern analysis, product feedback synthesis, and strategic recommendations.
Live briefing with your CCO/COO on retention economics, systemic issues, and strategic priorities for the next quarter.
Start with an audit. If we find signal worth acting on, move to an ongoing engagement.
3x VP of Sales at GoDaddy, WP Engine, and Liquid Web. I've spent 20 years watching companies lose revenue they didn't have to lose — because the signals were there and nobody was connecting them to strategy.
BASETRACKS is what I wish existed for every CCO I've worked with: real intelligence on retention risk, delivered as strategic guidance rather than another dashboard to ignore.
30 minutes to discuss your retention challenges and determine if an intelligence audit makes sense.
Colin Dowling