Renewal Risk Brief

Northgate Spine & Wellness

ChiropracticRaleigh, NC20 seatsARR $28,800Renews 2026-10-15Auto-renew on

HIGH RISK

95 risk points · 75 days to renewal

Why this account is at risk

usage decline+35 pts

logins down 42% quarter-over-quarter

“Support ticket from Northgate 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·2026-04-28·doc_0299_001

low seat utilization+10 pts

only 5% of paid seats active

“Support ticket from Northgate 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·2026-06-14·doc_0299_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·2026-04-28·doc_0299_001

onboarding incomplete+20 pts

documented in Data migration still incomplete (2026-04-28)

“Support ticket from Northgate 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·2026-04-28·doc_0299_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·2026-04-28

“The onboarding sessions kept getting rescheduled and never finished.”
Quoted fromOnly two of nine staff logging in·2026-06-14

“Implementation stalled: migration of legacy records remains incomplete and the clinical staff never completed training.”
Quoted fromQBR notes — Northgate Spine & Wellness Q1·2026-05-12

Recent history

Usage trend

-42%

logins, quarter over quarter

Support load

1.3

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.