The job: Get our customer success team ready for this week. Produce four deliverables:
1. A renewal proposal for every account renewing within 120 days of October 15, 2026.
2. A one-page Q3 2026 ROI summary for our senior leadership team.
3. Proposed CRM field updates from this week's call notes.
4. Usage gaps for every account, each matched to the fix.

The why: So every CSM walks into this week with a recommendation and the evidence behind it, leadership sees what customers got for what they paid, the CRM matches what customers actually told us, and every account has a specific adoption play.

Guardrails:
- Split this into four sub-agents, one per deliverable, and run them in parallel. Before they start, tell me how you split the work.
- Use only the data below. Cite the file for every number.
- Renewals: use only the prices and pricing rules in product_catalog.md. No invented discounts.
- ROI: use the assumptions in README.md, show the formula behind every headline number, Q3 actuals only. List missing data as missing; never estimate it.
- CRM: propose changes only, never write to a CRM. Only change champion, renewal_risk, competitor_in_eval, expansion_opportunity, and next_step. Quote the sentence each change came from. If a note is ambiguous, list it as a question.
- Usage gaps: every gap needs evidence from feature_usage.csv or support_tickets.csv. Only recommend fixes listed in product_catalog.md.
- This is a draft for the team. Nothing goes to a customer.

Done: One briefing with four sections, one per deliverable. Then a short list of anything you could not verify. Then the three things the team should do first this week.

The data is below. Treat each file as if it were attached. All companies and people are fictional.

===== accounts.csv =====
account_id,account,plan,contract_seats,active_seats_90d,add_ons,arr_usd,renewal_date,nps_last,open_tickets,csm,champion,exec_sponsor_engaged,renewal_risk,competitor_in_eval,expansion_opportunity,next_step
A01,Bayfront Dental Partners,Growth,40,38,Automations Pack,27600,2026-11-30,9,1,Jordan Lee,Dana Ruiz,Y,Low,None,Add 10 seats,Send renewal quote
A02,Copperline Freight,Scale,120,61,AI Answer Bot; Analytics Pro,114000,2027-01-15,5,6,Sam Ortiz,Priya Nair,N,Medium,None,None,Schedule QBR
A03,Tallgrass Veterinary,Starter,15,15,None,4500,2026-12-20,10,0,Jordan Lee,Chris Patel,Y,Low,None,None,Check in
A04,Marrow & Vine Hospitality,Growth,60,44,Automations Pack,38400,2027-02-01,7,3,Sam Ortiz,Alex Kim,N,Low,None,None,Schedule QBR
A05,Quillstone Legal,Scale,30,29,None,25200,2027-02-28,8,1,Riley Chen,Morgan Fox,Y,Low,None,None,Check in
A06,Hollis Ridge Schools,Growth,80,52,Analytics Pro,46800,2027-06-30,6,4,Riley Chen,Taylor Brooks,Y,Low,None,None,Training session
A07,Northgate Plumbing Supply,Starter,25,9,None,7500,2027-04-15,,2,Jordan Lee,Jamie Wells,N,Low,None,None,Check in
A08,Silverpeak Fitness,Growth,35,30,AI Answer Bot,28500,2026-10-31,8,2,Sam Ortiz,Robin Diaz,Y,Medium,None,None,Send renewal quote
A09,Fernway Property Management,Scale,50,48,Automations Pack; Analytics Pro,51600,2027-08-31,9,0,Riley Chen,Casey Moore,Y,Low,None,Add AI Answer Bot,Send add-on quote
A10,Driftwood Credit Union,Scale,90,70,AI Answer Bot; Automations Pack,91200,2027-03-31,7,5,Jordan Lee,Avery Grant,Y,Low,None,None,Schedule QBR

===== feature_usage.csv =====
account_id,feature,module,enabled,metric,value,note
A01,Automations,Automations Pack,Y,active_rules,14,
A01,Automations,Automations Pack,Y,tickets_auto_resolved_pct,22,
A01,Knowledge Base,Core,Y,published_articles,12,Most viewed article last updated 2024
A01,Chat Widget,Core,Y,chats_per_week,140,
A02,AI Answer Bot,AI Answer Bot,Y,tickets_answered_by_bot_pct,3,
A02,Knowledge Base,Core,Y,published_articles,4,Bot can only answer from published articles
A02,Analytics Pro,Analytics Pro,Y,dashboard_views_60d,0,
A02,Single Sign-On,Scale,Y,logins_via_password_pct,45,Password login still allowed alongside SSO
A02,Routing Rules,Core,Y,tickets_reassigned_pct,31,
A03,Macros,Core,Y,macros_in_use,2,
A03,Ticket Tagging,Core,Y,tickets_tagged_manually_pct,100,Automations not available on Starter
A03,Knowledge Base,Core,N,published_articles,0,
A04,Automations,Automations Pack,Y,active_rules,0,Pack purchased Feb 2026; no rules ever created
A04,Mobile App,Core,Y,weekly_active_users,0,
A04,Chat Widget,Core,Y,chats_per_week,260,
A05,SLA Policies,Scale,N,sla_policies_configured,0,Included in Scale plan
A05,Macros,Core,Y,macros_in_use,31,
A05,Single Sign-On,Scale,Y,logins_via_password_pct,0,
A06,Analytics Pro,Analytics Pro,Y,dashboard_views_60d,214,
A06,CSAT Survey,Core,N,surveys_sent_90d,0,
A06,Routing Rules,Core,Y,tickets_reassigned_pct,12,
A07,Chat Widget,Core,Y,chats_per_week,0,Widget enabled in admin but snippet not found on customer website
A07,Email Channel,Core,Y,tickets_per_week,70,
A08,AI Answer Bot,AI Answer Bot,Y,tickets_answered_by_bot_pct,41,
A08,Routing Rules,Core,N,round_robin_enabled,0,All new tickets land in one shared queue; 2 agents take 80%
A09,Automations,Automations Pack,Y,active_rules,22,
A09,Automations,Automations Pack,Y,tickets_auto_resolved_pct,30,
A09,Analytics Pro,Analytics Pro,Y,dashboard_views_60d,96,
A10,AI Answer Bot,AI Answer Bot,Y,tickets_answered_by_bot_pct,18,
A10,AI Answer Bot,AI Answer Bot,Y,bot_mode,suggest_only,Bot drafts answers for agents but never replies directly
A10,Automations,Automations Pack,Y,active_rules,40,
A10,Automations,Automations Pack,Y,rules_never_fired_90d,12,Several rules have overlapping conditions

===== support_tickets.csv =====
ticket_id,account_id,opened,status,category,summary
T-1001,A01,2026-09-28,Open,How-to,How do we add a new location to routing?
T-1002,A02,2026-08-14,Open,Bug,Answer bot gives generic replies to shipping questions
T-1003,A02,2026-08-30,Open,Login,Several agents cannot log in with SSO and use passwords instead
T-1004,A02,2026-09-05,Open,How-to,Where do Analytics Pro reports live?
T-1005,A02,2026-09-19,Open,Complaint,Tickets bounce between teams before anyone owns them
T-1006,A02,2026-09-25,Open,Billing,Why are we paying for 120 seats?
T-1007,A02,2026-10-02,Open,Bug,Answer bot suggested an outdated return policy
T-1008,A04,2026-07-11,Open,How-to,How do we set up automations? We bought the pack
T-1009,A04,2026-09-02,Open,How-to,Can tickets auto-close after the guest replies thanks?
T-1010,A04,2026-09-30,Open,Complaint,Agents spend hours tagging ticket types by hand
T-1011,A05,2026-09-12,Open,How-to,Can we track response deadlines for priority clients?
T-1012,A06,2026-08-20,Open,How-to,How do we see if parents are happy with replies?
T-1013,A06,2026-09-15,Open,How-to,Add a new school to the routing
T-1014,A06,2026-09-29,Open,Bug,Report export times out
T-1015,A06,2026-10-05,Open,How-to,Training for new front-office staff
T-1016,A07,2026-09-08,Open,Bug,Chat bubble does not appear on our site
T-1017,A07,2026-10-01,Open,How-to,Can customers text us?
T-1018,A08,2026-09-18,Open,Complaint,Two agents carry most of the queue
T-1019,A08,2026-10-03,Open,Billing,Need a PO number on the renewal invoice
T-1020,A10,2026-08-22,Open,Bug,Automation rule keeps reopening closed tickets
T-1021,A10,2026-09-10,Open,How-to,Can the bot answer members directly for simple questions?
T-1022,A10,2026-09-24,Open,Bug,Two rules assign the same ticket to different teams
T-1023,A10,2026-10-06,Open,How-to,Which automation rules are actually doing anything?
T-1024,A10,2026-10-08,Open,Complaint,Members wait for agent approval on easy answers
T-1025,A03,2026-06-02,Closed,How-to,Can we auto-tag appointment requests?

===== outcomes_q3_2026.csv =====
account_id,quarter,tickets_handled,tickets_auto_resolved,first_response_min_at_onboarding,first_response_min_q3,csat_q3_pct
A01,2026-Q3,4200,924,95,22,94
A02,2026-Q3,9800,294,60,58,71
A03,2026-Q3,1100,0,40,35,97
A04,2026-Q3,5200,0,75,70,82
A05,2026-Q3,2600,390,120,30,92
A06,2026-Q3,6100,610,180,95,
A07,2026-Q3,900,,,,
A08,2026-Q3,3800,1558,50,9,90
A09,2026-Q3,4500,1350,110,18,95
A10,2026-Q3,11200,2016,85,41,84

===== call_notes.md =====
# Call notes, week of October 5, 2026 (fictional)

## A02 Copperline Freight, call Oct 6, Sam Ortiz
Priya Nair told us this is her last week; she has moved to their parent company. Her replacement for support tools is Marcus Lee, Director of Support. Marcus said leadership is "looking at Zendesk side by side before the January renewal." Budget review is in December. He asked why they pay for 120 seats when about half log in.

## A03 Tallgrass Veterinary, call Oct 7, Jordan Lee
Chris Patel wants to add 5 seats in January for the new clinic and asked what it would take to stop tagging appointment requests by hand. Asked us to send a quote for Growth plus Automations.

## A04 Marrow & Vine Hospitality, call Oct 8, Sam Ortiz
Alex Kim said the Automations Pack "never got set up" and the team has started a Freshdesk trial. Their COO, Lena Ortiz, makes the renewal decision now. Alex asked for a hands-on automation workshop before the end of October.

## A06 Hollis Ridge Schools, call Oct 8, Riley Chen
Taylor Brooks mentioned the district "might consolidate some tools next year." No details on which tools or when.

## A08 Silverpeak Fitness, call Oct 9, Sam Ortiz
Robin Diaz verbally approved a three-year renewal. Finance needs a PO number on the invoice. New billing contact: Pat Singh, pat.singh@example.com.

## A09 Fernway Property Management, call Oct 9, Riley Chen
Routine check-in. Casey Moore is happy; no changes.

===== product_catalog.md =====
# Lumen Desk product catalog (fictional vendor, for demo use only)

## Plans (per seat, per month)
| Plan | Price | Includes |
|---|---|---|
| Starter | $25 | Email and chat channels, macros, knowledge base, manual tagging |
| Growth | $45 | Everything in Starter, routing rules, CSAT surveys, mobile app, can add Automations Pack |
| Scale | $70 | Everything in Growth, single sign-on with enforcement, SLA policies, audit log |

## Add-ons (per account, per month)
| Add-on | Price | What it does | Requires |
|---|---|---|---|
| Automations Pack | $500 | Rules that tag, route, and auto-resolve tickets; rule templates library | Growth or Scale |
| AI Answer Bot | $800 | Answers customers from published knowledge base articles; "suggest only" or "auto-reply" mode | Any plan; needs 25+ published articles to perform well |
| Analytics Pro | $300 | Dashboards, scheduled reports emailed to leaders | Any plan |

## Pricing rules
- Annual contracts only. Multi-year (2 or 3 years) may lock the current per-seat price. No other discounts are authorized.
- Seats can be reduced at renewal to no fewer than active seats over the last 90 days.

## Fixes for common gaps (configurations and services)
| Gap | Fix |
|---|---|
| Answer bot rarely answers | Knowledge base build-out (target 25+ articles), then bot retraining |
| Bot in "suggest only" mode on simple questions | Switch top intents to auto-reply mode |
| Automations purchased but no rules | Automation rule templates plus a 60-minute setup workshop (free with the pack) |
| Rules overlap or never fire | Automation rule audit (free service, Scale plan) |
| Password logins despite SSO | Turn on SSO enforcement (Scale) |
| Leaders never see dashboards | Scheduled reports in Analytics Pro |
| No SLA tracking for priority customers | SLA policies (included in Scale) |
| No satisfaction data | Turn on CSAT surveys (Growth and Scale) |
| Chat widget enabled but not on site | Install the widget snippet on the customer website |
| Tickets pile on a few agents | Turn on round-robin routing |
| Manual tagging at volume | Upgrade to Growth plus Automations Pack |
| Many inactive seats | Seat right-sizing at renewal, or an adoption push for inactive users |

===== README.md =====
# Lumen Desk data (fictional)

Every company, person, and number here is fictional. Lumen Desk is a made-up help desk software vendor, and the ten accounts are its made-up customers.

## Files
- accounts.csv: the book of business (plan, seats, ARR, renewal date, NPS, CRM fields)
- feature_usage.csv: how each account actually uses what it bought
- support_tickets.csv: open and recent support tickets
- outcomes_q3_2026.csv: Q3 2026 results per account
- call_notes.md: this week's CSM call notes
- product_catalog.md: plans, prices, add-ons, and the fix for each common gap

## Assumptions for ROI math
- Each auto-resolved ticket saves 15 minutes of agent time.
- Loaded agent cost is $40 per hour.
- Quarterly cost = ARR / 4.
- "Today" is October 15, 2026.