The challenge
Oriel Health builds patient-scheduling and intake software for outpatient clinic networks in the US and UK. Contracts are large, multi-year and signed by people who rarely log in themselves — so by the time a customer’s usage dropped enough for anyone to notice, the decision to leave had usually already been made.
Customer success managers each covered 40+ accounts, tracked health in a homegrown scorecard and relied on quarterly business reviews to spot trouble. In one painful quarter, Oriel lost two regional networks worth $1.4M in ARR — both marked “green” the week before they gave notice.
Expansion suffered too. With every CSM firefighting renewals, nobody had time to notice the healthy networks that were quietly ready for more locations, more modules or a longer contract — so the upside went uncaptured as well.
The solution
Oriel connected HubSpot, Zendesk, Intercom, Mixpanel product events and its billing system to Veyro. Deal Health now blends usage trends, support sentiment, executive engagement and invoice behavior into a single score per account, recalculated every night.
Pipeline Radar treats renewals like new business. Any account whose score drops for two consecutive weeks is flagged with the reasons behind it — a champion who changed roles, a spike in unresolved tickets, a clinic that stopped sending appointment reminders. A Veyro Playbook then assigns the save motion, from an executive check-in to a workflow audit, and tracks it to close.
Because Oriel sells into healthcare, security came first. Veyro connected through read-only scopes, never touched patient data and passed Oriel’s HIPAA-aligned vendor review in under three weeks. The CS team went live a week later, with historical scores backfilled for every account.
The score doesn’t just say ‘at risk.’ It tells my CSMs why, and what worked the last time we saw the same pattern.
— Ben Adler, Director of Customer Success, EMEA
The results
A year after rollout, Oriel’s renewals are forecastable — and its CS team spends its time where it matters.
97% gross revenue retention, up from 88%
60 days’ earlier warning on renewals that are starting to drift
+22% net expansion revenue, as healthy accounts get routed to upsell Playbooks
11 of 13 flagged networks saved in the first two quarters
Oriel’s finance team now pulls its renewal forecast straight from Veyro — no spreadsheet, no caveats.
