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 2026
62
/ 100
📊 Portfolio Health Score · March 2026
Overall Portfolio: Moderate Health
Average across 10 active accounts, scored on session volume, active user rate, user activation, and engagement quality per VetRec SOP benchmarks.
5
Healthy (≥70)
3
Caution (40–69)
2
At Risk (<40)
619
Total Score Pts
📐
How Health Scores Are Calculated
Based on VetRec Implementation SOP + User Metrics Success definitions (CEO guidance, Dec 2025)
Exceptional
300+
sessions/user/mo
Very Good
200–300
target for ER/GP
OK
100–200
acceptable · watch
Concern
<100
adoption risk
High Risk
<50
churn signal
Specialists
~100
can be "very good"
Session Volume
35 pts max
300+ sessions/user/mo
35
200–300 sessions/user/mo
28
100–200 sessions/user/mo
20
<100 sessions/user/mo
10
<50 sessions/user/mo
0
Active User Rate
25 pts max
Active = ≥12 qualifying days/mo AND ≥5 sessions on each qualifying day
≥80% active (sustained goal)
25
≥70% active (day-30 goal)
20
50–69% active
12
<50% active
5
No data / inactive
0
User Activation
20 pts max
% of invited users who accepted their VetRec invite (target: ≥90% within first week)
≥90% invites accepted
20
75–89% invites accepted
14
60–74% invites accepted
8
<60% invites accepted
3
Pre-contract / not sent
N/A
Engagement Quality
20 pts max
Champion presence, recurring meeting cadence, trajectory trend, QBR participation
Champion + recurring mtg + QBR
20
Champion + recurring meeting
15
Single contact, some cadence
10
No recurring meeting
5
No contact / unresponsive
0
Score bands:   Healthy ≥70  ·  Caution 40–69  ·  At Risk <40  ·  Pre-contract/pilot accounts scored on engagement quality only, with N/A for activation and session volume where data unavailable. Specialist accounts (lower patient volume) benchmarked at ~100 sessions/mo as "very good" per CEO guidance.
Total Accounts
10
Across all stages
Healthy (≥70)
5
H+P · UVS · IDV · MSP · COVE
Caution (40–69)
3
Vespecon · Suveto · VIP
At Risk / Lost (<40)
2
Dogwood + EVG (unconfirmed)
Portfolio Avg Score
62
KPI-weighted · March 2026
Account Status Health Score Key Contact Stage Flags
● Healthy
92
 Aimee Gebert Established Expansion opportunity · High usage
● Healthy
84
 Todd Bishop Established Renewal upcoming · Satisfied · Specialist benchmarks apply
● Partnership Dev
52
 Kenneth Pierce New — Partnership Pre-contract — scored on engagement only · Score will update on full launch
● Healthy
81
 Christina Moore Established Adoption strategy in progress · Multi-contact engagement
● Lost (Unconfirmed)
8
 Donna Steckley Established ⚠️ Corp. CoVet deal confirmed via 3rd party · Donna unresponsive for months
● In Pilot
62
 Chris Wilson Pilot / Onboarding Pilot ramping · W3 > W2 > W1 trend expected · Convert to contract Q2
● Healthy
87
 Matthew O'Neill Current Contract Strong adoption · Dashboard delivered
● Caution
42
 Emily Hubbard Sig. Pending Signature pending · Stalled momentum · Churn cooling risk
● Healthy
83
 Ben Olson Current Contract · Auto-Renew Auto-renew confirmed · Upsell opportunity not yet actioned
● At Risk
28
 TBD Established ⚠️ <50 sessions · No champion · No recurring meeting · High churn risk
🏆
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 (<50 sessions/mo), no recent champion engagement. Proactive outreach required — health score 28
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
92
Health Score
🏆 Wins
  • Consistent, high-volume usage across the practice network (300+ sessions/user/mo)
  • 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
84
Health Score
🏆 Wins
  • Established, stable account with active usage — specialist benchmark (~100 sessions/mo) met
  • 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)
52
Health Score · Engagement Only
🏆 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
81
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]
8
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
62
Pilot Health Score
🏆 Pilot Wins
  • Both Chris Wilson and Tracy Beery actively engaged — usage ramping (W3 > W2 > W1 trend on track)
  • 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
87
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
42
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
83
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
28
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 (28) — active churn risk per VetRec SOP escalation triggers
  • 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