Meridian Health

Enterprise · Healthcare Services · £154,000 ARR · Owner Priya Nair

-2 ptsRecentHigh confidence

Lifecycle stage: Renewal
Renewal: 23 Oct 2026 (41 days)
Last contact: 11 days ago
Last refresh: 3 days ago
Previous score: 70/100
Assessment confidence: High

Customer context

Customer goal: Standardise clinical rota reporting across 11 sites.
Original purchase reason: Regulatory reporting pressure after an audit finding.
Primary use case: Rota compliance reporting and workforce utilisation.
First-value milestone: First compliant rota export — achieved in week 5.
Current success milestone: Agree a measurable utilisation baseline with the finance office (not started).
Executive sponsor: Dr Alan Whitfield, Chief Operating Officer
Day-to-day champion: Suzanne Iqbal, Workforce Lead
Stakeholders: Compliance officer, Finance business partner, IT security
Contract start: 17 Oct 2025
Renewal date: 23 Oct 2026
Expansion potential: Two additional sites joining the trust group — blocked until value is evidenced.
Main blocker: Strong usage but no agreed outcome measurement with renewal 41 days away.

What changed?

Product adoption 81 → 83 (+2)
Business outcomes 50 → 44 (-6)
Customer engagement 74 → 70 (-4)
Support experience 74 → 76 (+2)
Customer sentiment 72 → 68 (-4)
Usage has held up while the outcomes signal slowly eroded through the renewal window.

Why this matters

Strong usage but no agreed outcome measurement with renewal 41 days away.

£154,000 ARR renews in 41 days. Recommended next action: Run a value-evidence workshop with finance to agree the utilisation baseline before renewal.

Five signals

Product adoption

+2 pts

83/100

Previous 81 · Weight 30% · Contribution 24.9 pts

• Daily active use across 10 of 11 sites
• Reporting module used every rota cycle

FreshHigh confidenceProduct analytics (daily sync) · 14 hours ago

Business outcomes

-6 pts

44/100

Previous 50 · Weight 25% · Contribution 11.0 pts

• No agreed measurement of utilisation improvement
• One of two agreed milestones achieved
• Finance has not validated the reported savings

RecentHigh confidenceSuccess plan (manual) · 3 days ago

Customer engagement

-4 pts

70/100

Previous 74 · Weight 20% · Contribution 14.0 pts

• Champion engaged, executive sponsor attended one of the last three reviews
• Renewal conversation not yet scheduled with procurement

FreshHigh confidenceCRM activity log · 16 hours ago

Support experience

+2 pts

76/100

Previous 74 · Weight 15% · Contribution 11.4 pts

• One medium ticket resolved last week
• No open issues

FreshHigh confidenceSupport desk · 12 hours ago

Customer sentiment

-4 pts

68/100

Previous 72 · Weight 10% · Contribution 6.8 pts

• Recent meeting sentiment neutral-positive
• Champion raised concern about proving value to finance

RecentHigh confidenceCSM meeting notes · 2 days ago

Six-month health history

Usage has held up while the outcomes signal slowly eroded through the renewal window.

AI risk analysis

Deterministic, context-aware analysis generated locally from this account's signals — no external API. The service layer is isolated so a real model can be connected later.

Recommended actions

Next 7 days

• Book a value-evidence session to agree the baseline and the metric owner.

Next 30 days

• Publish a one-page value summary the customer can circulate internally before renewal.
• Prepare the renewal pack: evidenced outcomes, open risks, and a named decision-maker (41 days out).

Activity timeline

No recorded activity yet. Log a touchpoint, draft a re-engagement message or add a task and it will appear here.