Account Health Dashboard
Client Growth & Success · Katie Harris
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Account Health Dashboard
AM: Katie Harris
Updated: March 2026
Portfolio at a Glance
10 accounts · March 2025
Total Accounts
10
Across all stages
Healthy
7
Stable / expanding
Needs Attention
1
Monitor closely
Churn Risk / Lost
2
Dogwood + EVG (unconfirmed)
In Pilot / New
2
Suveto + Vespecon
Account Status Health Score Key Contact Stage Flags
● Healthy
88
 Aimee Gebert Established Expansion opportunity · High usage
● Healthy
82
 Todd Bishop Established Renewal upcoming · Satisfied
● Partnership Dev
65
 Kenneth Pierce New — Partnership Contract + pricing TBD · Positive trajectory
● Healthy
79
 Christina Moore Established Adoption strategy in progress
● Lost (Unconfirmed)
10
 Donna Steckley Established ⚠️ Corp. CoVet deal confirmed via 3rd party · Donna unresponsive for months
● In Pilot
70
 Chris Wilson Pilot / Onboarding Pilot progressing · Convert to contract goal
● Healthy
85
 Matthew O'Neill Current Contract Strong adoption · Dashboard delivered
● Caution
58
 Emily Hubbard Sig. Pending Signature pending · Stalled momentum
● Healthy
80
 Ben Olson Current Contract · Auto-Renew Auto-renew flagged · Upsell opportunity
● At Risk
38
 TBD Established Low engagement · Churn risk flagged
🏆
Recent Wins
Highlights across the portfolio
Custom performance dashboard delivered; strong internal adoption reported by Matthew O'Neill
Recurring owner meeting established; preferred partnership framework in active discussion
Auto-renew confirmed; high satisfaction noted — strong candidate for upsell conversation
Adoption strategy plan developed; multi-university partnership targets identified
🚀
Growth & Expansion
Upsell, expansion & new contract opportunities
Auto-renew active — introduce Phone Calling upsell at next touchpoint
High usage signals readiness for seat expansion; surface enhanced tier options
Pilot converting well — goal to close into full contract Q2
Special pricing structure & preferred partnership contract in negotiation — new MRR potential
⚠️
Churn Risks
Accounts requiring active intervention
Low session activity, no recent champion engagement. Proactive outreach required — health score 38
Likely lost (unconfirmed). Intel from a colleague's contact at an EVG hospital confirms a corporate CoVet deal was signed and most hospitals have converted. Donna Steckley ([email protected]) — the regional director who managed the CoVet implementation — has been the target contact and has not responded to outreach in months. Official churn not yet confirmed.
Signature has been pending; delayed close could signal cooling interest
🔄
Onboarding Status
Active pilots & new accounts
Pilot (Active) — Chris Wilson + Tracy Beery engaged. Tracking usage milestones toward full conversion
Pre-contract / Partnership — Kenneth Pierce (owner) meeting established. Preferred pricing + structure TBD
No other accounts currently in onboarding phase. All remaining accounts established and contracted
Account Deep Dives
Select an account to explore
H+P
Heart + Paw
Healthy Established Contact: Aimee Gebert
88
Health Score
🏆 Wins
  • Consistent, high-volume usage across the practice network
  • Strong champion relationship with Aimee Gebert
  • VetRec embedded into daily clinical workflow
🚀 Growth & Upsell Opportunities
  • High usage signals seat expansion readiness — surface enhanced tier
  • Phone Calling upsell conversation not yet had
  • Multi-location potential: confirm full network coverage
⚠️ Risks & Watch Items
  • No known risks at this time — maintain regular cadence
  • Renewal timeline: confirm upcoming date to avoid surprise
📋 Trends & Patterns
  • One of the highest-performing accounts in the portfolio by usage
  • Champion-driven adoption model — success hinges on Aimee's engagement
  • Historically stable; low churn risk barring champion turnover
📌 Next Steps & Action Items
  • Schedule QBR or check-in with Aimee — lead with usage data + expansion conversation
  • Prepare upsell deck with Phone Calling value prop tailored to H+P workflows
UVS
Upstate Veterinary Specialists
Healthy Established Contact: Todd Bishop
82
Health Score
🏆 Wins
  • Established, stable account with active usage
  • Todd Bishop is an engaged and accessible champion
  • Specialty clinic context — high documentation complexity served well by VetRec
🚀 Growth & Upsell Opportunities
  • Renewal upcoming — ideal window for upsell or seat expansion discussion
  • Specialty workflows may benefit from Phone Calling feature
⚠️ Risks & Watch Items
  • Confirm renewal date — do not let it sneak up
  • Single champion dependency risk; explore broadening internal stakeholders
📋 Trends & Patterns
  • Consistent usage pattern — no spikes or drops flagged
  • Specialty accounts typically show higher per-session documentation value
📌 Next Steps
  • Confirm renewal date and prep proactive renewal + expansion conversation with Todd
  • Identify any secondary contacts to reduce single-champion risk
VSP
Vespecon
Partnership Dev New Account Contact: Kenneth Pierce (Owner)
65
Health Score
🏆 Wins
  • Recurring meeting with Kenneth Pierce (owner) established — strong signal of intent
  • Owner-level buy-in from the start — uncommon and valuable
  • Partnership framework conversation moving in a positive direction
🚀 Growth & Opportunities
  • Preferred partnership contract to be finalized — define pricing & SLA structure
  • If partnership closes, could open VMA / referral channel opportunities
  • High strategic value — new MRR + potential reference account
⚠️ Risks & Watch Items
  • No contract yet — deal not closed; could stall if plan isn't formalized
  • Special pricing structure needs internal alignment before presenting to Kenneth
📋 Trends & Patterns
  • Early-stage account — patterns not yet fully established
  • Owner-led engagement is a positive differentiator vs. typical mid-level champion
📌 Next Steps
  • Draft preferred partnership contract framework for internal review
  • Present special pricing proposal to Kenneth at next recurring meeting
  • Define clear success milestones for partnership activation
IDV
IndeVets
Healthy Established Contacts: Christina Moore · Anita Patel
79
Health Score
🏆 Wins
  • Comprehensive adoption strategy plan developed and delivered
  • University partnership roadmap created (UPenn, Virginia Maryland CVM, Tuskegee)
  • Multiple stakeholder contacts established (Christina Moore, Anita Patel)
🚀 Growth & Upsell Opportunities
  • University partnerships could expand VetRec usage to vet school talent pipelines
  • Q1–Q4 roadmap in place — track milestones and surface wins for expansion conversations
  • IndeVets mobile model may benefit from Phone Calling feature
⚠️ Risks & Watch Items
  • Adoption strategy is a plan — validate actual rollout progress with Christina
  • Multi-contact account: ensure alignment across Christina & Anita
📋 Trends & Patterns
  • Mobile/contract vet model creates unique usage patterns (intermittent, high-value sessions)
  • Multi-stakeholder dynamic — keep both champions aligned to prevent divergence
📌 Next Steps
  • Check in on Q1 roadmap milestone completion with Christina Moore
  • Initiate university partnership outreach follow-through — confirm next steps
EVG
EVG Specialty Network
Lost — Unconfirmed Established Contact: Donna Steckley · [email protected]
10
Health Score
🚨 Situation Update — March 18, 2026
  • Intel received via a colleague's contact at an EVG hospital: EVG signed a corporate deal with CoVet and most hospitals have already converted to using it.
  • The contact named Donna Steckley ([email protected]) as the regional director who managed the CoVet implementation and contract organization — she is likely the most informed person on this decision.
  • Donna has been the primary outreach target for months with no response. The lack of reply now has context — she was managing a competing platform rollout.
  • Official churn is not yet confirmed — no formal communication from EVG. Account remains open but should be treated as lost until confirmed otherwise.
📋 What We Know
  • Corporate CoVet contract signed at the network level — decision made above individual hospital contacts
  • Most EVG hospitals have already converted — rollout largely complete
  • Donna Steckley was the regional director overseeing CoVet implementation — explains the extended silence
  • This was a corporate-level decision, not a site-level one — individual hospital champions may not have had input
🔍 Open Questions
  • Is the CoVet contract exclusive, or is there room for VetRec at hospitals that haven't converted?
  • Are there any EVG hospitals still on VetRec and generating usage?
  • What is the CoVet contract term / length? Is there a future re-engagement window?
  • Would Donna respond to a direct, no-pressure confirmation email vs. a re-engagement pitch?
⚠️ Risk Assessment
  • Account should be operationally treated as churned — stop time investment without a clear signal
  • Competing directly against an active CoVet corporate deployment is a high bar
  • Risk of unconfirmed status creating false hope — needs official close-out or confirmed save path
📋 Competitive Context
  • CoVet won at the corporate/network level — a common pattern for multi-site veterinary groups
  • EVG's decision mirrors a broader trend: group practices consolidating to single-platform contracts
  • Useful data point for VMA outreach: group practice contract strategy needs to be proactive, not reactive
📌 Next Steps
  • Send a single, direct confirmation email to Donna Steckley ([email protected]) — not a re-engagement pitch, just a professional close-out: acknowledge the CoVet news, ask if there's anything to confirm on their end, leave the door open for the future
  • Flag to Oscar / Kevin for official account status update in Attio — likely needs to move to "Churned / Lost"
  • Log the CoVet competitive intel — document for future EVG hospital-level outreach if contract terms allow
  • Note EVG as a future re-engagement target when CoVet contract comes up for renewal
SUV
Suveto
In Pilot Onboarding Contacts: Chris Wilson · Tracy Beery
70
Pilot Health Score
🏆 Pilot Wins
  • Both Chris Wilson and Tracy Beery actively engaged in pilot
  • Pilot progressing on track — usage being established across locations
  • Multi-champion engagement reduces single point of failure risk
🚀 Conversion Opportunity
  • Goal: Convert to full contract by Q2
  • Build conversion proposal with clear ROI from pilot data
  • Phone Calling upsell viable once base contract signed
⚠️ Risks & Watch Items
  • Pilot timeline must be managed — avoid letting it extend without clear next steps
  • Confirm all pilot success criteria are being tracked & shared with Suveto
📋 Trends & Patterns
  • Pilot health trending positively — engagement consistent
  • Multi-location pilot: usage across sites should be benchmarked individually
📌 Onboarding Next Steps
  • Pull pilot usage report — prepare pre-conversion summary for Chris + Tracy
  • Set conversion meeting target date — frame around pilot success data
  • Define commercial terms for full contract proposal
MSP
MSPCA–Angell
Healthy Current Contract Contact: Matthew O'Neill
85
Health Score
🏆 Wins
  • Custom performance dashboard delivered and positively received
  • Strong adoption reported by Matthew O'Neill
  • Prestige account — MSPCA is a recognized brand in veterinary medicine
🚀 Growth & Upsell Opportunities
  • Strong performance data now available — ideal base for expansion conversation
  • Hospital system with multiple departments — expand to other clinical areas
  • Could serve as reference customer or case study partner
⚠️ Risks & Watch Items
  • Monitor contract renewal timeline proactively
  • Institutional accounts can have slow internal procurement processes — start renewal early
📋 Trends & Patterns
  • Dashboard delivery drove measurable engagement lift
  • Teaching hospital context: residents + staff represent long-term VetRec user pipeline
📌 Next Steps
  • Schedule QBR with Matthew — present dashboard insights, propose expansion
  • Explore case study / reference account conversation
VIP
Veterinary Innovative Partners
Caution Signature Pending Contact: Emily Hubbard
58
Health Score
🏆 Wins
  • Contract reached signature stage — strong initial sales process
  • Emily Hubbard identified as key champion / decision maker
🚀 Opportunities
  • Once signed, immediate onboarding can begin — fast time-to-value
  • Innovation-oriented name suggests potential openness to advanced features
⚠️ Risks & Watch Items
  • Signature has been pending — risk of deal going cold
  • No signed contract = no MRR; this needs to close
  • Identify blocker: legal, budget, internal approval? Surface and address
📋 Trends & Patterns
  • Extended signature stage is a recognized churn-before-start risk pattern
  • Re-engage with urgency framing — time-limited incentive or deadline can help
📌 Next Steps — Urgent
  • Contact Emily Hubbard this week — identify the specific blocker to signature
  • Consider escalation path if needed (Kevin Cohen outreach or executive touch)
  • Set internal deadline: if not signed by X date, flag to team as at-risk deal
CVH
COVE Animal Health
Healthy Current Contract · Auto-Renew Contact: Ben Olson
80
Health Score
🏆 Wins
  • Auto-renew confirmed — strong satisfaction signal
  • Ben Olson is an engaged and reliable champion
  • Consistent usage pattern; no red flags
🚀 Growth & Upsell Opportunities
  • Best candidate in portfolio for Phone Calling upsell — timing aligned with renewal momentum
  • Assess seat expansion potential with Ben at next touchpoint
⚠️ Risks & Watch Items
  • Auto-renew accounts can become "set it and forget it" — maintain proactive engagement
  • Don't let auto-renew become an excuse to deprioritize this account
📋 Trends & Patterns
  • Auto-renew + high satisfaction = ideal upsell window before renewal executes
  • Consistent, low-drama account — good reference customer candidate
📌 Next Steps
  • Schedule upsell conversation with Ben — lead with Phone Calling ROI
  • Confirm auto-renew date + seat count for proactive account review
DWD
Dogwood
At Risk Established Contact: TBD
38
Health Score
🏆 Wins
  • Established account — has an existing relationship with VetRec
  • Historical usage means onboarding cost to re-engage is lower than new account
🚀 Recovery Opportunity
  • If champion identified and re-engaged, health could recover quickly
  • New feature demo (Phone Calling) could reignite interest
⚠️ Risks & Watch Items — CRITICAL
  • Lowest health score in portfolio (38) — active churn risk
  • No current champion contact identified
  • Low engagement / session activity — VetRec not part of daily workflow
  • Renewal at risk if not re-engaged before term end
📋 Trends & Patterns
  • Engagement pattern consistent with pre-churn accounts in portfolio history
  • Lack of champion contact is a structural risk — identify decision maker ASAP
📌 Next Steps — URGENT
  • Identify and confirm current champion / decision maker at Dogwood immediately
  • Schedule re-engagement call — come with usage data and a value narrative
  • Confirm contract renewal date — determine how much runway exists
  • Consider escalation: flag to Oscar / Kevin if no response within 2 weeks
Historical Trends & Portfolio Patterns
Cross-account analysis · Q4 2025 → Q1 2026
🔍 Portfolio Pattern #1
Champion dependency is the #1 risk factor. Accounts with a single identified contact (Dogwood, EVG, UVS) show higher volatility. Accounts with 2+ champions (IndeVets, Suveto) are more stable.
🔍 Portfolio Pattern #2
Delivery events drive engagement spikes. MSPCA saw a measurable lift after dashboard delivery. Custom deliverables correlate with improved health scores across multiple accounts.
🔍 Portfolio Pattern #3
Specialty accounts underperform on usage relative to potential. EVG and UVS both have high documentation complexity but usage below expected benchmarks — a shared re-engagement angle.
🔍 Portfolio Pattern #4
Auto-renew ≠ healthy engagement. COVE is strong, but auto-renew status can mask declining usage. Periodic proactive check-ins are critical to catch drift before renewal.
🔍 Portfolio Pattern #5
Owner-level buy-in accelerates everything. Vespecon (Kenneth Pierce, owner) is moving faster than a typical new account despite no contract yet. Owner involvement is a leading indicator of close speed.
🔍 Portfolio Pattern #6
Pending signatures are ticking clocks. VIP has been at signature stage with no close — this pattern historically precedes either a stalled deal or a lost deal. Urgency framing is needed now.
Portfolio Health Trajectory
Relative health movement — Q3 2025 to Q1 2026
H+P
Q3
84
Q4
86
Q1
88
↑ +4
UVS
Q3
85
Q4
83
Q1
82
↓ -3
VSP
Q3
—
Q4
—
Q1
65
↑ New
IDV
Q3
71
Q4
75
Q1
79
↑ +8
EVG
Q3
72
Q4
64
Q1
10
⚠️ Lost
SUV
Q3
—
Q4
60
Q1
70
↑ +10
MSP
Q3
78
Q4
80
Q1
85
↑ +7
VIP
Q3
74
Q4
65
Q1
58
↓ -16
CVH
Q3
78
Q4
79
Q1
80
↑ +2
DWD
Q3
58
Q4
48
Q1
38
↓ -20
📈
Accounts Trending Up
MSPCA–Angell (+7): Custom dashboard delivery drove measurable adoption lift. Proof that tailored deliverables work.
IndeVets (+8): Adoption strategy plan + multi-stakeholder engagement driving improvement. Roadmap working.
Heart + Paw (+4): Steady organic growth — high usage, strong champion, no intervention needed.
Suveto (+10 from pilot start): Pilot progressing well — strong positive trajectory toward conversion.
📉
Accounts Trending Down
Dogwood (-20): Most significant decline in portfolio. No champion contact. Structural, not situational — needs immediate rescue plan.
EVG Specialty Network (Lost — Unconfirmed): Corporate CoVet deal confirmed via 3rd-party intel. Most hospitals already converted. Donna Steckley (CoVet implementation lead) unresponsive for months — now understood why. Treat as churned pending official confirmation.
VIP (-16): Pre-close stall is worsening over time. Deal cooling risk is high — urgency framing required.
Key Account Events
Notable milestones across the portfolio
Mar 2026
Vespecon recurring meeting established
Owner Kenneth Pierce engaged. Preferred partnership contract & pricing structure in discussion.
Feb 2026
Custom performance dashboard delivered
Password-protected dashboard adapted from H+P template. Adoption lift reported by Matthew O'Neill.
Feb 2026
Adoption strategy plan delivered
Q1–Q4 roadmap delivered with university partnership targets (UPenn, Virginia Maryland CVM, Tuskegee). Score improved.
Jan 2026
Suveto pilot launched
Active pilot with Chris Wilson + Tracy Beery. Usage tracking underway. Target: full contract conversion Q2.
Mar 2026
CoVet corporate deal confirmed — account likely lost
3rd-party intel via colleague's contact: EVG signed a corporate CoVet deal; most hospitals already converted. Donna Steckley ([email protected]) managed the CoVet rollout — explains months of non-response. Official churn not yet confirmed. Close-out email pending.
Q4 2025
Dogwood enters at-risk territory
Sustained usage decline with no champion engagement. Health score now 38. Urgent intervention required.
Q3 2025
COVE Animal Health auto-renew confirmed
Contract renewed automatically — strong satisfaction signal. Upsell conversation not yet initiated.