Team-wide pattern — check this before any individual record
3 / 4
CSMs above their usual escalation rate
this is a team pattern, not one person
19%
Vien — escalations / accounts (52 / 274)
team median: 21%
+3
accounts added to Vien's book this month
no corresponding capacity change
No quick-dismiss at this level. Acting on — or explicitly declining to act on — a capacity pattern requires a stated reason, same as any account-level flag below.
Same rule as every CSM below — a title is not a reason.
Needs a look 5
Riverbend Animal Clinic
STARTERTECHMIX: FULL-VISIT
USG
OUT
ENG
Recall lag — leading indicator
Min. one real sentence — no dropdown, no one-word clears.
Cedar Grove Multi-Site (3 locations)
MULTI-LOC
USG
OUT
ENG
Usage deviating — shortened window (0% historical churn at this tier)
Min. one real sentence — no dropdown, no one-word clears.
Prairie Vale Vet Hospital
GROWTH
USG
OUT
ENG
Escalated — window expired, unaddressed
→ manager
Two Rivers Pet Health
GROWTH
USG
OUT
ENG
Usage + Outcome deviating — window shortened
Min. one real sentence — no dropdown, no one-word clears.
Hollow Creek Veterinary
STARTERLEANMIX: QUICK-VISIT
USG
OUT
ENG
EMR completeness below expected range
✓ cleared by Vien
"Checked visit log — this account runs mostly quick nail-trim visits, one-line notes are appropriate for the visit type. No concern."
269 accounts behaving as expected — nothing to reviewexpand ▾
Maple Street Animal HospitalSTARTER · TECH
Bright Paws Family VetSTARTER · LEAN · QUICK-VISIT