VitalPointAs of 2026-08-01
← All accounts
Renewal Risk Brief

Harbor Skin Clinic

DermatologyEugene, OR8 seatsARR $7,200Renews 2027-02-15Auto-renew on
HIGH RISK
53 risk points · 198 days to renewal

Why this account is at risk

high ticket volume+18 pts
3.0 tickets/month average

“Support ticket from Harbor Skin Clinic: This is the third time reporting this — claims submitted through the portal are stuck in pending. This is unacceptable for a billing workflo…”

SourceClaims sync failing again·2026-04-04·doc_0207_001
unresolved tickets+15 pts
oldest open ticket 389 days; 23 open high-severity

“Support ticket from Harbor Skin Clinic: Our calendar double-booking issue from last month is still not fixed. Staff have lost confidence in support and the front desk has given up …”

SourceStill waiting on ticket from last month·2026-04-25·doc_0207_002
negative sentiment+20 pts
satisfaction score 0/100 from ticket and QBR tone

“Staff have lost confidence in support and the front desk has given up on the waitlist feature entirely.”

SourceStill waiting on ticket from last month·2026-04-25·doc_0207_002

Customer sentiment

0
frustrated
Language across tickets and QBR notes trends negative — escalation, repetition, and churn wording.

“Staff have lost confidence in support and the front desk has given up on the waitlist feature entirely.”

Quoted fromStill waiting on ticket from last month·2026-04-25

“Support ticket from Harbor Skin Clinic: This is the third time reporting this — claims submitted through the portal are stuck in pending.”

Quoted fromClaims sync failing again·2026-04-04

“This is unacceptable for a billing workflow we depend on daily.”

Quoted fromClaims sync failing again·2026-04-04

Recent history

Usage trend
-2%
logins, quarter over quarter
Support load
3.0
tickets/mo · 23 open high-sev
Seat utilization
62%
active users ÷ paid seats
15-month usage
monthly logins

Recommended actions

  1. Assign a named support contact and weekly status call.
  2. Escalate open tickets to engineering with committed dates.
  3. Have the account manager call to hear concerns directly.

What we don’t know

  • No QBR notes on file — sentiment rests on support tickets alone.