Renewal Risk Brief

Willow Dental Care

DentalMadison, WI5 seatsARR $4,500Renews 2027-02-15Auto-renew on

MEDIUM RISK

40 risk points · 198 days to renewal

Why this account is at risk

negative sentiment+20 pts

satisfaction score 0/100 from ticket and QBR tone

“We are comparing options before our renewal and this feature gap is the main sticking point.”
SourceTwo-way patient texting timeline·2026-03-14·doc_0275_002

competitor evaluation+20 pts

documented in Two-way patient texting timeline (2026-03-14)

“Support ticket from Willow Dental Care: We have asked about two-way texting for a year. We are comparing options before our renewal and this feature gap is the main sticking point.…”
SourceTwo-way patient texting timeline·2026-03-14·doc_0275_002

Customer sentiment

frustrated

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

“We are comparing options before our renewal and this feature gap is the main sticking point.”
Quoted fromTwo-way patient texting timeline·2026-03-14

Recent history

Usage trend

-6%

logins, quarter over quarter

Support load

0.7

tickets/mo · 0 open high-sev

Seat utilization

60%

active users ÷ paid seats

15-month usage

monthly logins

Recommended actions

Have the account manager call to hear concerns directly.
Share the product roadmap; set an executive touchpoint.

What we don’t know

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