Init Intelligence Atlas

Customer wins + churns past 12 months (May 2025 → May 2026)

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Customer wins + churns past 12 months (May 2025 → May 2026)

Source report: /tmp/customer-wins-churns-2026-05-12.md (642 lines).

TL;DR — strongest 12-month narrative signal

The Salesforce ↔ ServiceNow “180 orgs in 4 months” dispute is the loudest competitive intel of the window. Bill McDermott called the claim “unhinged,” said only 1 was an actual loss ($42K), the other 4 still ServiceNow customers. The disputed framing itself is the signal: ServiceNow felt threatened enough to publicly push back, even though the data favored them.

10 load-bearing findings

1. Salesforce Agentforce IT Service — 180 orgs in 4 months ^[disputed]

  • Feb 26, 2026 GA + April announcement.
  • Named ServiceNow displacements: CoolSys, Sunrun, Cornerstone + 2 unnamed.
  • ^[disputed] — ServiceNow CEO Bill McDermott: “unhinged” claim; 1 actual loss ($42K), 4 still ServiceNow customers.
  • See salesforce for full context.

2. Atlassian Service Collection — confirmed momentum

  • $1B+ ARR / +30% YoY (Q3 FY26 shareholder letter).
  • “Record displacements” called out.
  • Veralto JSM HR story at Team ‘26.
  • See atlassian.

3. ServiceNow Now Assist — NOT bleeding

  • $1M+ Now Assist customers +130% YoY in Q1 2026.
  • Internal ACV target raised 1.5B.
  • “ServiceNow is bleeding” narrative is NOT in the data.
  • See servicenow.

4. Edra / HubSpot dual investor+customer (strongest C-class evidence)

HubSpot Ventures investing in Edra (Series A; Coccari LinkedIn confirms) while Edra runs on HubSpot’s own support data (150K tickets analyzed, 600+ KB updates). Corporate-balance-sheet-grade customer endorsement — the strongest dual-role disclosure in the entire dataset.

5. Serval = momentum leader among AI-native challengers

  • New customers in window: GM, Notion, Fox, Vercel, Blue Diamond Growers, Cribl, Clay, Writer, BILT.
  • Series A → Series B in 60 days.
  • Revenue 6× in 3 months.
  • “Pipeline bigger than they can handle.”

6. 🟢 Aisera post-acquisition migration window is OPEN NOW

  • Workativ, CorePiper, Rezolve.ai all publishing “Best Aisera Alternatives 2026” content within the window.
  • Automation Anywhere’s stated goal: reduce seat-based ITSM by 40% via consumption pricing → customer-side pricing-unpredictability anxiety.
  • The post-acquisition migration window is open as of May 2026 (time-sensitive).

7. AI-native-buying-AI-native corridor is saturated

Serval / Console / Atomicwork / Ravenna / Risotto have already taken the obvious AI-forward logos: Notion, Webflow, Synthesia, Zapier, Retool, Vidyard, Skydio, etc.

Underserved verticals (single named win each as of May 2026): hospitality, credit unions, education, public sector.

8. Moveworks alumni → Echelon network mapping

Ex-Moveworks founders (product/engineering) backed by Aaref Hilaly + Rak Garg at BCV, with Enrique Salem (Moveworks’ Series A lead) at BCV providing the network link. See echelon + talent-flows-2026.

9. Customer-conference-as-asset is underused

  • Only Atomicwork FUSION’25 (100+ CIOs with Microsoft / Google / Zuora / Oura on stage).
  • Only Rezolve.ai Connect 2026.
  • Customer-conferences are a strong off-vendor C-class signal at low cost, and currently underused across the competitor set.

10. Modern.com is effectively invisible

The only “Modern IT” case studies are for a different (ConnectWise MSP-partner) entity. Naming-collision hazard for procurement searches.

Customer-momentum scoreboard (per-competitor)

Competitor12-month momentum
Serval🟢 Strongest — 9 new logos, Series A→B in 60d, 6× revenue
Atomicwork🟢 Strong — FUSION’25, Nova Apr 24, Teams portal May 1, 9 new logos
Console🟡 Webflow + Synthesia + Scale AI + Bloomerang on current homepage (only 4) — see customer-counts errata
Edra🟢 HubSpot crossover + ASOS + Marosa + Cushman & Wakefield
STLabs🟡 Pre-launch through 2025 — limited public customers
Treeline🟡 ~200 customers (per CRN; MSP-rollup bookkeeping caveat)
Risotto🟡 Gusto + cohort claims
Ravenna🟡 Homebase + Slack Assistants launch-partner
Siit🟡 Aircall + Mistral + Monzo
Echelon🟡 HubSpot + Okta (per BCV)
Modern🔴 Invisible — naming-collision
ClearFeed🟡 300+ customers (per refresh)
Wrangle🟡 21+ logos + Slack AI Directory launch partner

Honest verification notes

  • Salesforce 180-orgs claim is ^[disputed] — both Salesforce and ServiceNow sides documented; not silently picking one.
  • Treeline ~200 customers carries MSP rollup-bookkeeping caveat (per treeline FTE reframe).
  • “Logo disappearance from current homepage” flagged as soft signal, not proven churn.
  • Vendor logos treated as A-class only (vendor-asserted).
  • Rezolve.ai-the-ITSM vs RZLV-the-commerce entity explicitly disambiguated.

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