Driving Adoption From 40% to 92% at a Stagnant Account

The Challenge

A mid-market financial services customer was only using 40% of the platform capabilities they were paying for. They had deployed basic MFA but were not utilizing conditional access, risk-based authentication, or the reporting dashboard. Their renewal was six months away, and low adoption made them a churn risk — why pay for features you do not use?

The Approach

I created a personalized adoption roadmap for the account, identifying the five underutilized features most relevant to their business and the specific value each would deliver. For conditional access, I estimated it would reduce unnecessary MFA prompts by 60%, improving user experience. For the reporting dashboard, I showed how it could automate their quarterly compliance reports, saving 20 hours per quarter.

I scheduled bi-weekly enablement sessions with their security team, each focused on one feature. Sessions were hands-on workshops, not presentations — we configured the features together in their live environment, so they walked away with immediate value rather than theoretical knowledge.

The Result

Feature adoption increased from 40% to 92% over four months. The security team went from indifferent about the product to enthusiastic advocates. At renewal, they expanded by $130K to add our advanced analytics module, which they had not previously considered. The IT Director told me, "We did not realize we had already bought a Ferrari and were driving it like a Honda."

Key Takeaway

Low adoption is a ticking time bomb for renewals. Customers who use 40% of your product will eventually question paying 100% of the price. Proactive adoption campaigns that deliver tangible value from underutilized features transform at-risk renewals into expansion opportunities.