Brightpath Health
Enterprise · Healthcare · NA · ACC-002
54 At risk
Priority 40
ARR
$185k
contract since 20 Jan 2025
Renewal
20 Jan 2027
in 100 days
Seat utilisation
78%
94 active / 120 seats
Last contact
19d
last call/meeting 95d ago
Why the health score is 54
Usage trend18 / 25
- Active users 104 → 96 (−8%) comparing 04–06 with 08–09
- Sessions −16% over the same period
Seat utilisation15 / 15
- 94 of 120 seats active in 2026-09 (78%)
Engagement recency4 / 15
- Last call/meeting 95 days ago (2026-07-09)
- Last touch of any kind: email 19 days ago
Relationship7 / 15
- Active champion: Dana Xu (Head of Operations)
- Decision maker Grace Brooks engaged in last 6 months
- 2 active contacts engaged (multi-threaded)
- Red flags in notes: frustration expressed, reported failures (−8)
Support0 / 20
- 4 open ticket(s): TCK-0072 high integration; TCK-0073 urgent bug; TCK-0076 high performance; TCK-0080 normal access
- Avg CSAT last 90 days: 2.2/5 across 5 ticket(s)
- 7 high/urgent bug, performance or integration tickets in 90 days
Sentiment (NPS)10 / 10
- Latest NPS 10 from Grace Brooks (decision_maker) on 2026-08-11: “Love it. Rolling it out to two more departments.”
- Score is from the exec sponsor; users raising tickets may feel differently
Flags
No live conversation in 95 daysOpen urgent ticketRenews in 100 days with no live conversation for 95 days
Active users vs seats
Activity timeline
- 7 Oct 2026ticketTCK-0080 opened: normal access (open)
- 2 Oct 2026ticketTCK-0076 opened: high performance (pending)
- 25 Sept 2026ticketTCK-0073 opened: urgent bug (open)
- 23 Sept 2026emailsignalPM wrote in frustrated about sync failures with their EHR scheduling integration. Forwarded to support.Vera Zimmer · J. Moreau
- 18 Sept 2026ticketTCK-0072 opened: high integration (open)
- 10 Sept 2026ticketTCK-0069 opened: normal bug (closed, CSAT 3)
- 3 Sept 2026ticketTCK-0064 opened: urgent performance (closed, CSAT 1)
- 29 Aug 2026ticketTCK-0061 opened: high integration (closed, CSAT 3)
- 24 Aug 2026ticketTCK-0059 opened: urgent bug (closed, CSAT 2)
- 17 Aug 2026ticketTCK-0054 opened: high performance (closed, CSAT 2)
- 11 Aug 2026NPSScored 10: “Love it. Rolling it out to two more departments.”Grace Brooks
- 9 Jul 2026meetingsignalExec sponsor very positive. Planning rollout to Radiology and Outpatient teams in Q4.Grace Brooks · J. Moreau
- 22 Jun 2026ticketTCK-0033 opened: normal access (closed, CSAT 4)
- 6 May 2026ticketTCK-0016 opened: low how to (closed, CSAT 5)
- 10 Apr 2026callQuick sync on onboarding two new team leads.Vera Zimmer · J. Moreau
Next step
No next step set.
Suggested actions
- Escalate TCK-0072, TCK-0073, TCK-0076 with the Support lead, then call Dana Xu with a dated fix plan before the issue reaches Grace Brooks (VP Engineering).
- No live conversation in 95 days. Call Dana Xu to reset the cadence and book a QBR.
Expansion signals
- Notes 2026-07-09: planning a wider rollout
- NPS comment: “Love it. Rolling it out to two more departments.” (planning a wider rollout)
Tasks
| Task | Rule | Priority | Due | |
|---|---|---|---|---|
Escalate open tickets for Brightpath Health 4 open ticket(s): TCK-0072 high integration; TCK-0073 urgent bug; TCK-0076 high performance; TCK-0080 normal access | Open escalation | high | 13 Oct 2026 | |
Risk review: Brightpath Health (health 54) Escalate TCK-0072, TCK-0073, TCK-0076 with the Support lead, then call Dana Xu with a dated fix plan before the issue reaches Grace Brooks (VP Engineering). | At-risk account | high | 14 Oct 2026 |
Contacts
| Name | Role | |
|---|---|---|
| Dana Xu Head of Operations | champion | dana.xu@brightpathhealth.org |
| Grace Brooks VP Engineering | decision maker | grace.brooks@brightpathhealth.org |
| Vera Zimmer Project Manager | user | vera.zimmer@brightpathhealth.org |
| Priya Garcia Team Lead | user | priya.garcia@brightpathhealth.org |
| Ivan Okafor Finance Manager | billing | ivan.okafor@brightpathhealth.org |
Support tickets
| Ticket | Opened | Priority | Status | CSAT |
|---|---|---|---|---|
| TCK-0080 access | 7 Oct 2026 | normal | open | — |
| TCK-0076 performance | 2 Oct 2026 | high | pending | — |
| TCK-0073 bug | 25 Sept 2026 | urgent | open | — |
| TCK-0072 integration | 18 Sept 2026 | high | open | — |
| TCK-0069 bug | 10 Sept 2026 | normal | closed | 3 |
| TCK-0064 performance | 3 Sept 2026 | urgent | closed | 1 |
| TCK-0061 integration | 29 Aug 2026 | high | closed | 3 |
| TCK-0059 bug | 24 Aug 2026 | urgent | closed | 2 |
| TCK-0054 performance | 17 Aug 2026 | high | closed | 2 |
| TCK-0033 access | 22 Jun 2026 | normal | closed | 4 |
| TCK-0016 how to | 6 May 2026 | low | closed | 5 |