At-Risk Account Recovery for Meridian

At-Risk Account Recovery for Meridian Care Group. Problem is Meridian Care Group was 10 months into their contract with only 4 of 7 sites active, an 11 percent no-show reduction against a 30 percent target, an NPS drop from plus 56 to plus 18, and board-level ROI scrutiny with renewal 5 months away. The account was rated Red and Critical. Strategy is conducting a four-pillar customer health audit across product adoption, outcomes and ROI, relationship health, and customer sentiment, then building a 90-day re-engagement roadmap in three phases: Stabilize, Re-engage, and Demonstrate Value. Execution is an emergency call with the internal champion Priya Mehta on Day 1, P1 escalation of a patient-facing booking confirmation bug the same day, a dedicated onboarding sprint for the 3 inactive sites in Days 31 to 40, a shared progress tracker for board visibility, and a 6-slide Executive Business Review delivered on Day 75 to Priya and a board member. Impact is a clear path to recovering all 7 sites to active status, NPS recovery trajectory toward plus 30, revised and credible success targets of 22 percent no-show reduction by Month 13 building to 30 percent by Month 16, and a structured renewal conversation opened.