Reviewing multilingual use before renewal

Low use of a multilingual capability can make a renewal conversation tense. The customer success manager should examine configuration, local availability, and training before drawing a conclusion about value. A single usage number cannot explain whether people had access, knew the workflow, or had a suitable contact reason.

Ask which regions received training, which countries have the feature enabled, and who administers routing. Country activation may depend on local requirements, so avoid promising that it can be enabled everywhere. Compare usage by region with the rollout record, then invite the regional operations and administrator owners to decide what a recovery plan should cover.

Luis said, “Why pay for a feature nobody uses?” Hana replied, “Let us separate access from use. Which regions received the routing training, and where is the feature enabled today?” Luis said only one region trained and two contracted countries lack activation. Hana said, “That gives us two questions: what training is needed where it is available, and what country review is required elsewhere. Could we meet with regional operations and your administrator to confirm both?”

Create a region table with activation status, training date, usage evidence, and owner. Use it to prevent the renewal meeting from becoming a debate over one total. In roleplay, listen for the CSM to acknowledge the commercial concern while defining facts that the customer can verify.