Customer retention · churn-risk accounts

One save plan per at-risk account, owned and on a clock.

Built from Salesforce, the Success Plan, Sales Navigator and meeting notes. Each owner gets their items weekly. Mary Ann gets one line per account. The PMO list stays the record.

3accounts at risk

89Cleveland Clinic contacts in Salesforce

16names Inger found

20back-office leaders mapped

Prepared forDallas, internal read

ByGTM Engineering

DateSep 10 2026

SourceInger call, her plan, the PMO list

The read

Inger asked for three things: new people at the table in accounts where the sponsor blocks, one place that shows who is doing what inside each account, and next steps that reach people without a spreadsheet or a Slack channel. Her constraint: no new noise.
The problem is not a missing tracker. Actions have no owner, no date and no visibility, so a brainstorm six weeks ago produced work from one person. The Progress tracker list she and Nicole started in the PMO hub is the right record. What is missing is the plan being generated into it and the nudge going to the owner.
Recommendation: keep the PMO list as the record. Add a generated Save Room page per account, a weekly health watcher with reason codes, an owner digest that rolls overdue items up to Mary Ann, and two lemlist tracks.
Cleveland Clinic first. The clock is the CCaaS RFP plus the January renewal, and the savings dispute from last November has to be settled before anyone widens to executives.

Cleveland Clinic

What the account data already says

13 of 17

contracted use cases live

17.8%

dynamic session accept, goal 75%

agents coached, goal 80%

Jun 12

Leave Early and End of Shift rules paused

$719K

YTD savings, 1.9x, disputed by the customer

Where trust broke

Nov 6 2025 success review

Five slides in, the customer challenged savings accuracy, unmet feature commitments and open cases, and said they added staff to run Intradiem. Amy, Matt and Mary Ann committed to a line-by-line ROI review. The Success Plan still carries that item as open. Weekly meetings since have been cancelled by Shantel more often than held.

The real clock

RFP, Harmonic, January

An RFP is out for the CCaaS stack. Harmonic migration conversations are starting. Two renewal options are on the table for January. Inger's read: a one-year renewal, a migration, then an exit. The RFP evaluators are the people she found, and the verified line for them is that Intradiem sits on top of whatever platform they pick.

Sequence matters

Widening to the CFO and COO with a savings number the customer already disputes is the one move that speeds the exit. Settle the number with Shantel and Rena first, get the supervisors who use Coach Now on record (83% acceptance is the bright spot), then widen with the RFP-continuity message.

The system

Five parts around the list they already have

1
Record: PMO Progress tracker list
Inger, Nicole, Clint
SharePoint
One row per action: account, owner, due date, status, evidence link. Clint's format stays. Nothing else becomes a second list.
2
Save Room page per account
Dallas builds, AM edits status
generated page
Contacts in three layers (in Salesforce, AM research, net-new map), health with the reason and its evidence, the 30/60/90 with owners, open items mirrored from the list. Same pattern as the back-office maps.
3
Health watcher, weekly
scheduled job, log only
automation
Reads the Success Plan notes, the monthly adoption deck, Sales Navigator alerts, Otter meetings and Salesforce activity. Sets red, yellow or green with a reason code and the line of evidence. Writes a log the daily rundown reads.
4
Owner digest, Monday
scheduled job
Outlook or Teams
Each owner gets one message with only their open items, due dates and the room link. Overdue items roll up into Mary Ann's one line per account. Nobody has to open the list to know what is theirs.
5
Two lemlist tracks
Dallas builds, AM clears, marketing supplies content
lemlist
Nurture: monthly one-pager to known contacts, set once. Stakeholder: a short sequence to net-new names after the AM clears them, with the account's own language, not a template.

Reason codes the watcher can set

Code	Trigger	Source
Sponsor silence	Two or more cancelled or no-show meetings in four weeks	Success Plan notes, Outlook calendar
Adoption decline	Accept rate under goal two months running, or a rule paused	Monthly adoption deck
Open case aging	Support case open past 30 days	Success Plan notes, Salesforce cases
Executive change	Sponsor, blocker or evaluator changes role	Sales Navigator alert emails (already read weekly)
Competitive event	RFP, vendor evaluation, platform migration	Meeting notes, AM input, web
Renewal clock	Inside 120 days with no option signed	Salesforce

Inger's question

Where her sixteen names fit

Two are in Salesforce. Two are already on the back-office map. Twelve are new to every list we hold. None has a validated email yet.

Name	Title	Layer	Role in the save	Track
Rena Thompson	Director, Enterprise Contact Center Operations	in Salesforce, Inger's map	Sponsor. Owns the savings conversation.	Inger
Scott Faini	IT Product Director, Unified Communications	in Salesforce, Inger's map	RFP voice. Platform continuity.	Stakeholder
Katherine Neal	IT Director, Access Innovations	new	RFP evaluator, peer to Faini	Stakeholder
Bob Ganem	ITD Director and Product Owner	new	RFP evaluator	Stakeholder
Leslie Chom	Director, Patient and Caregiver Computing	new	RFP evaluator	Stakeholder
Terri Horan	Product Owner, Patient Journey	new	Patient-experience angle on agent time	Stakeholder
Dennis Laraway	EVP and CFO	new	Economic buyer. Only after the number holds.	Hold, then exec
Bill Peacock	EVP, Chief of Operations	new	Top of operations. Mary Ann's touch, same gate.	Hold, then exec
Kelly Hancock	EVP, Chief Caregiver and Chief Administrative Officer	on back-office map	Distinct line from the sponsor. Expansion, not the save.	Back office
Emily Monteleone	Director, Strategic Workforce Planning	on back-office map	Workforce planning lane	Back office
Rebecca Vance	Senior HR Director, Connected Care, Nursing, Pharmacy	new	Caregiver office, consulted on workforce	Nurture
Meredith Foxx	SVP, Enterprise Chief Nursing Officer	new	Triage lines, burnout. Low fit for the save.	Nurture
Sonya Pease	Chief of Quality, Safety, Patient Experience, Florida	new	Regional, clinical	Bench
F. Scott Ross, Richard Rothman, David (Florida)	Regional hospital operations	new	Outside the contact center decision	Bench

Verified line for the RFP evaluators

Intradiem sits on top of the existing WFM and integrates with Genesys Cloud, NICE and others without replacing them. This is in the Value Repository and is the message for Faini, Neal, Ganem and Chom while the RFP runs. Any savings figure used with the CFO or COO must be the reviewed one, not the disputed deck number.

Cleveland Clinic

Ninety days to the renewal decision

To Oct 10
Settle the number, staff the room
ROI line-by-line with Shantel closes (Amy, Matt). Case closure dates in writing. Coach Now supervisors on record. Save Room live, owners assigned in Inger's brainstorm, digest starts the Monday after.
To Nov 9
Continuity with the RFP evaluators
Faini and the three IT product owners hear platform continuity from Inger and one technical voice. Harmonic presented as continuity, not a project. Executive review with Yerian. CFO note only if the reviewed number holds.
To Dec 9
Option chosen, expansion separated
Renewal option selected. Hancock line approached as back-office expansion, on its own track, after the renewal conversation is stable.

Inger's plan

What to keep, what to change

Keep

Bottom-up proof and peer backchannels

The adoption numbers are weak, so user testimony is the strongest evidence available. The supervisors accepting coaching and the teams self-curing AUX alerts at 94% are the voices to collect. Peer-to-peer introductions from those teams are the cleanest route around a blocker.

Change

The risk-frame email

"What you lose in January if the system shuts down" reads as a threat to a customer who is already frustrated, and it invites the reply that they can live without it. Replace with continuity: the reviewed savings, the RFP-agnostic integration, and the migration plan. Templates need Cleveland Clinic's own language, drawn from the Success Plan notes.

Open

Decisions and dependencies

The PMO list itself. The Microsoft connector reads SharePoint files, not lists, so the Progress tracker could not be opened here. Reading it needs an export, and writing to it needs a Graph list permission or a Power Automate flow. Until then the Save Room mirrors the list from an export.
Digest channel. AMs and Success live in Outlook and Teams, GTM lives in Slack. One message per owner in the tool they already open.
Which job runs the watcher. The Sales Navigator alert reader and the meeting capture already run weekly and daily. The watcher extends them rather than adding a third reader of the same sources.
Rogers and the third account. Same pattern, names and renewal dates needed from Inger.