Renewal Risk Brief

Riverside Spine & Wellness

ChiropracticDes Moines, IA60 seatsARR $86,400Renews 2027-01-15Auto-renew on

HIGH RISK

85 risk points · 167 days to renewal

Why this account is at risk

usage decline+35 pts

logins down 40% quarter-over-quarter

“Support ticket from Riverside Spine & Wellness: Six months in and our historical patient records are still not migrated. Half the staff refuse to use the system until their charts …”
SourceData migration still incomplete·2026-06-04·doc_0143_001

low seat utilization+10 pts

only 7% of paid seats active

“Support ticket from Riverside Spine & Wellness: We bought nine seats but only the front desk actually uses the system. The onboarding sessions kept getting rescheduled and never fi…”
SourceOnly two of nine staff logging in·2026-02-24·doc_0143_002

negative sentiment+20 pts

satisfaction score 0/100 from ticket and QBR tone

“Half the staff refuse to use the system until their charts are in it.”
SourceData migration still incomplete·2026-06-04·doc_0143_001

onboarding incomplete+20 pts

documented in Data migration still incomplete (2026-06-04)

“Support ticket from Riverside Spine & Wellness: Six months in and our historical patient records are still not migrated. Half the staff refuse to use the system until their charts …”
SourceData migration still incomplete·2026-06-04·doc_0143_001

Customer sentiment

frustrated

Language across tickets and QBR notes trends negative — escalation, repetition, and churn wording.

“Half the staff refuse to use the system until their charts are in it.”
Quoted fromData migration still incomplete·2026-06-04

“The onboarding sessions kept getting rescheduled and never finished.”
Quoted fromOnly two of nine staff logging in·2026-02-24

“Implementation stalled: migration of legacy records remains incomplete and the clinical staff never completed training.”
Quoted fromQBR notes — Riverside Spine & Wellness Q1·2026-05-21

Recent history

Usage trend

-40%

logins, quarter over quarter

Support load

1.5

tickets/mo · 0 open high-sev

Seat utilization

active users ÷ paid seats

15-month usage

monthly logins

Recommended actions

Schedule an adoption review call; walk through unused workflows.
Right-size seats or drive activation before renewal.
Have the account manager call to hear concerns directly.
Restart implementation with a completion plan and owner.

What we don’t know

Every signal in this brief is backed by a cited document.