Churn Replay™
Would you have seen it coming?
Churn Replay rewinds your PSA to the months before each client left and re-runs Handover's checks on what you knew at the time. It shows which losses were visible in your own data, how early, and what they were worth.
Runs as part of the free PSA scan. Read-only, no card, results in about a minute.
What a replay looks like
An example with invented clients. Each line runs up to the day the client left; the lit part is how long the warning was visible in the PSA.
Churn Replay
We rewound your PSA to the months before each client left and re-ran the same checks, using only what your PSA held on those dates.
Handover would have warned you about 3 of 4.
- Typical warning
- 90 days before they left
- Revenue that walked
- £98,400 a year
- Of that, flagged in time
- £79,200 a year
For comparison, 7 of the 52 clients who stayed were flagged at the same points (13%). A flag is a reason to look, not a prediction that they will leave.
Northgate Logistics
Contract ended on 31 Aug 2026, £3,200 a month
Flagged 120 days before
Harbour Dental Group
Recurring billing ended on 31 Jul 2026, £1,950 a month
Flagged 90 days before
Pennine Accountants
Contract ended on 30 Jun 2026, £1,450 a month
Flagged 60 days before
Brookside Veterinary
Contract ended on 30 Apr 2026, £1,600 a month
No warning in the data
How the replay works
A client counts as lost when every contract or recurring invoice ended in the window and they stopped raising tickets. Where your PSA holds no commercial record, a busy client that went quiet for 90 days counts instead.
Each lost client is checked at 150, 120, 90, 60 and 30 days before they left, against their own history only. Tickets closed after a checkpoint count as open on that day.
Contract renewal dates, missing data and account structure (one contact raising everything, no named owner) never count as a warning, because they would be true for many clients who stay. Clients who stayed are replayed the same way, so you can see how often a flag is a false alarm.
How it works
Find the clients you lost
Handover reads 12 months of your PSA. A client counts as lost when every contract or recurring invoice ended and they stopped raising tickets. Where there is no commercial record, a busy client that went quiet for 90 days counts instead.
Rewind to before they left
For each lost client, the clock goes back to 150, 120, 90, 60 and 30 days before the loss. Only what your PSA held on that day is visible. A ticket closed later counts as open, a reply sent later counts as unanswered.
Run the same checks Handover runs today
Response times, resolution times, backlog, ageing tickets, ticket volume and contact patterns are compared against that client's own history, exactly as the live scan does it.
Show the earliest warning and what it was worth
You see which losses were visible, how many days of warning there were, what changed, and the annual value that walked out of the door.
Built so the result can be trusted
A backtest that flags everything is worthless, so the replay is deliberately strict.
- Each client is judged on its own history. Other clients' data never decides whether one client was at risk.
- Renewal dates never count.A contract ending is how a loss is found, so “contract ends soon” would be a circular catch.
- Account structure never counts. One contact raising everything, or no named owner, is true for plenty of clients who stay.
- Clients who stayed are replayed too. You see how often a flag turned out to be a false alarm, next to how often it caught a real loss.
Where the data could not have warned you, the replay says so. Those clients are the most useful result of all: they show where your PSA is blind.
What it needs from your PSA
Read access to tickets is enough to replay clients whose activity stopped. Read access to contracts and recurring invoices lets the replay find clients that left on paper and put a value on each one.
On HaloPSA that is the ClientContract and RecurringInvoice permissions. On ConnectWise Manage it is Finance, Agreements, read only. Handover never writes to your PSA during a scan.