CSMPriya NairAEDana FletcherSETara Osei
Diligent
At riskARR$265KRenews118 daysHealth58↓ 9
CSMPriya NairAEDana FletcherSETara Osei
Diligent
At riskARR$265KRenews118 daysHealth58↓ 9
Overview
Adoption
Relationships
Commitments
Timeline
Support escalation unresolved for eleven days
Ticket #4318 has been escalated twice and is still open. Sentiment dropped sharply on the 14 March call: “this is the third time we have raised it.” The renewal is far out, but two more of these and it will not be.
Ticket #4318 · 11dCall · 14 MarSentiment ▼
Sold
Today
Owner
Sub-four-hour response on every P1 incident
Breached twice this quarter. #4318 has been open eleven days.
Support lead
At risk
Board reporting pack automated for the audit committee
From the value hypothesis · 2 Jun
Live since October and used before every board meeting.
Tara Osei (SE)
Delivered
Two further business units onboarded by Q2
Expansion commitment · 9 Jan
One of two live. The second has a date but no named owner on their side.
Priya Nair (CSM)
In progress
What moved the scoreCalculated
Open escalation: 11 days-16
Support sentiment falling-14
Adoption breadth-8
Executive engagement-6
Payment history clean+2
Starting at 10058
Closing #4318 this week is worth more than any other action on this account.
What changed4 in 7 days
▲
Ticket #4318 escalated for the second time and is still open.
Support · 11 Mar
▼
Sentiment dropped sharply: “this is the third time we have raised it.”
Call · 14 Mar
●
The audit committee asked for an additional quarterly report.
Call · 14 Mar · opportunity signal
●
Second business unit onboarding has slipped past its March date.
Value plan
Far enough out that the escalation is recoverable. The renewal is not at risk today, but two more SLA breaches would change that: the contract has a service credit clause.
In the forecast
This renewal is an Opportunity worth $265K on the same forecast the CRO opens. Health informs its category and never moves the amount.