Recovering a multi-site healthcare network facing executive skepticism and impending churn.
Six months from renewal, platform adoption was stalled at 41% across 12 centers and 68 staff. We containerised the risk, restored executive trust, proved ROI with workflow-anchored adoption work, and turned a high-risk account into a 24-month renewal with expansion in view.
The numbers that moved.
Six months to renewal, adoption was stalled at 41%. Several locations had never completed initial onboarding. Implementation fatigue and inconsistent training created operational gaps; training had focused on buttons, not clinical outcomes. Leadership openly questioned platform ROI.
A four-phase recovery: CONTAIN RISK → RESTORE TRUST → PROVE VALUE → EXPAND. Executive stakeholder alignment, role-based onboarding recovery, monthly Executive Alignment Reviews (EARs), workflow optimisation, and a redesigned success-metric dashboard.
- Ran executive stakeholder alignment workshops to reset the ROI narrative.
- Delivered role-based onboarding recovery sessions across all 12 centers.
- Instituted monthly Executive Alignment Reviews (EARs) tied to clinical outcomes.
- Optimised operational workflows so the platform fit how clinicians actually worked.
- Redesigned success metrics and built a dashboard leadership could trust.
- Signed an additional 24-month renewal term, preventing churn.
- Expansion opportunities identified for the next contract cycle.
- Executive narrative shifted from ROI doubt to platform advocacy.
- High staff engagement reported across all 12 centers.
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