# Fictional customer health review: Quayline Demo, October 2026

**Synthetic example.** The organisations, people, records and events below are invented. This is a manually authored illustration of the health review format. It demonstrates neither live data retrieval nor AI-generated accuracy. No real customer information is used.

Quayline Demo is an invented company selling shift scheduling software. The rules below are its fictional agreement; the thresholds and points are chosen for illustration, not recommended.

## Review details

- Review period: October 2026
- Data extracted at: 23 October 2026, 08:00 [S1, S6, S10]
- Review meeting: 26 October 2026
- Chair: CS lead (fictional role)
- Attendees: three CSMs, one account manager, RevOps analyst (fictional roles)
- Rules version: v3
- Status: Approved by the CS lead on 26 October 2026

## The scoring rules (fictional, v3)

Usage is weekly active schedulers, averaged over the last four weeks, compared with the previous eight weeks. Accounts with a recorded seasonal pattern are compared with the same four weeks last year instead.

| Category | Green | Amber | Red |
|---|---|---|---|
| Usage | 85% of baseline or more | 60% to 84% | Below 60% |
| Support | No priority ticket open more than 10 days | One priority ticket open more than 10 days, or reopened | Highest-priority ticket open, or a formal escalation |
| Relationship | Champion and sponsor confirmed; sponsor contacted within 90 days | Sponsor not contacted in 90 days, or champion unconfirmed | Champion or sponsor left with no named replacement |
| Commercial | No change | Invoice overdue more than 30 days, or a request to quote fewer seats | Written notice of non-renewal, or a downgrade request |

- Points: Green 0, Amber 1, Red 3. Status: 0 to 1 Healthy, 2 to 3 Watch, 4 or more At risk.
- Override 1: a Red relationship rating makes the account At risk.
- Override 2: a Red commercial rating within 90 days of renewal makes the account At risk.
- Unscored: usage data older than seven days, a tracking change in the period, or fewer than 90 days live.

## Review summary

| Account | Renewal | Usage | Support | Relationship | Commercial | Points | Status | Next action | Owner | Due |
|---|---|---|---|---|---|---|---|---|---|---|
| Brindlecote Holiday Parks Demo | 31 Mar 2027 | Green (seasonal) | Green | Green | Green | 0 | Healthy, flag cleared | Record the seasonal window | RevOps analyst | 6 Nov |
| Ottermere Care Group Demo | 30 Apr 2027 | Green | Green | Red | Green | 3 | At risk (override 1) | Call with interim coordinator | CSM | 28 Oct |
| Pellingham Retail Demo | 31 Jan 2027 | Green | Green | Green | Green | 0 | Healthy | Renewal planning meeting | Account manager | 6 Nov |
| Corvane Couriers Demo | 30 Jun 2027 | Amber | Amber | Green | Green | 2 | Watch | Escalate export ticket | CSM | 28 Oct |
| Wrenfold Clinics Demo | 31 Aug 2027 | Unscored | Green | Green | Green | n/a | Unscored, 52 days live | Onboarding check | CSM | 20 Nov |
| Hollis Yard Engineering Demo | 31 Dec 2026 | Green | Green | Amber | Amber | 2 | Watch | Ask procurement the reason | Account manager | 30 Oct |

## Account reviews

### Brindlecote Holiday Parks Demo (DEMO-301): the false alarm

- CSM: CSM A (fictional). Renewal: 31 March 2027. Seats: 60. Previous status: Healthy, September.

| Category | Observation | Source ID | Record date | Rating |
|---|---|---|---|---|
| Usage | 21 weekly active schedulers against a baseline of 44 (48%). Same four weeks of 2025: 20 (105%) | S1, S2 | 23 Oct 2026 | Green after seasonal check |
| Support | No open priority tickets | S1 | 23 Oct 2026 | Green |
| Relationship | Champion and sponsor confirmed; sponsor contacted 6 October | S6 | 6 Oct 2026 | Green |
| Commercial | No change; invoices paid | S10 | 23 Oct 2026 | Green |

The automated check rated usage Red, which put the account on Watch with 3 points. Before the meeting, the CSM opened the account notes: the parks close for the season from 2 November to 13 February, and seasonal schedulers finish at the end of September [S3]. The same four weeks of last year show 20 active schedulers [S2], so this October is in line with last October.

- Flag outcome: Cleared. Reason: seasonal closure recorded in the account notes and confirmed by last year's usage.
- Status: Healthy, 0 points.
- Next action: add the seasonal window to the account record so the usage rule compares with last year from now on. Owner: RevOps analyst. Due: 6 November 2026.
- Follow-up: CSM to confirm the reopening plan with the champion. Due: 29 January 2027.

The pattern was written down in notes but never recorded as a field the rule could read. The rules log below records the change.

### Ottermere Care Group Demo (DEMO-302): the real risk, caught early

- CSM: CSM B (fictional). Renewal: 30 April 2027, 186 days after the review. Seats: 140. Previous status: Healthy, September.

| Category | Observation | Source ID | Record date | Rating |
|---|---|---|---|---|
| Usage | 118 weekly active schedulers against a baseline of 124 (95%) | S1 | 23 Oct 2026 | Green |
| Support | No priority tickets. One low-priority ticket asking for admin rights | S5 | 20 Oct 2026 | Green |
| Relationship | Champion's email returned an auto-reply saying she has left the organisation. Sponsor last contacted 12 July, 103 days before extraction | S4, S6 | 16 Oct 2026 | Red |
| Commercial | No change; invoices paid | S10 | 23 Oct 2026 | Green |

Usage and support look healthy, so the points alone give Watch. The champion, the rostering manager who led the rollout, has left: a follow-up email returned an auto-reply on 16 October [S4], and on 20 October an interim rostering coordinator raised a ticket asking for admin rights because "the previous admin has left" [S5]. No replacement has been named. Override 1 applies.

- Status: At risk, by override 1.
- Risk reasons:
  - Champion left with no named replacement [S4, S5].
  - Sponsor not contacted for 103 days, so nobody on the Quayline Demo side has heard the sponsor's view since July [S6].
  - Hypothesis, not yet evidenced: without an internal owner, rota changes may drift back to spreadsheets. Usage has not moved yet [S1]. Test it by asking the interim coordinator how rotas are being changed now.
- Escalated to: CS lead, because the account is At risk with a renewal inside 12 months.

#### Save plan

| Step | Owner | Due date | Status |
|---|---|---|---|
| Answer the admin-rights ticket with the access process and ask the interim coordinator for a 30-minute call. The CSM writes and approves the reply | CSM | 28 Oct 2026 | Open |
| Ask the director of operations (sponsor) for a meeting to confirm who now owns rostering | CSM, with the CS lead copied | 4 Nov 2026 | Open |
| Hold the sponsor meeting; confirm whether the success criteria from the handoff record still hold | CSM and CS lead | 13 Nov 2026 | Open |
| Run admin training for the named owner | CSM | 27 Nov 2026 | Open |

- What returns the account to Watch: the sponsor names a new champion and admin training is complete.
- Renewal forecast note: the account manager keeps the renewal at full value, marked at risk, until the sponsor meeting (illustrative).

The usage report would have shown nothing for weeks. The relationship signal, a bounced email and a support ticket from a new name, arrived six months before the renewal date, while there is still time to find and train a new owner.

### Pellingham Retail Demo (DEMO-303)

- CSM: CSM A (fictional). Account manager: account manager (fictional). Renewal: 31 January 2027, 97 days after the review. Seats: 200.

| Category | Observation | Source ID | Record date | Rating |
|---|---|---|---|---|
| Usage | 171 against a baseline of 176 (97%) | S1 | 23 Oct 2026 | Green |
| Support | No open priority tickets | S1 | 23 Oct 2026 | Green |
| Relationship | Champion and sponsor confirmed; sponsor contacted 30 September | S6 | 30 Sep 2026 | Green |
| Commercial | No change; renewal decision-maker confirmed last month | S10, S12 | 23 Oct 2026 | Green |

- Status: Healthy, 0 points.
- Next action: renewal planning meeting with the champion and the account manager. Owner: account manager. Due: 6 November 2026.

### Corvane Couriers Demo (DEMO-304)

- CSM: CSM C (fictional). Renewal: 30 June 2027. Seats: 80.

| Category | Observation | Source ID | Record date | Rating |
|---|---|---|---|---|
| Usage | 52 against a baseline of 66 (79%) | S1 | 23 Oct 2026 | Amber |
| Support | Priority ticket: payroll export rejects files containing night-shift allowances. Open 19 days | S7 | 4 Oct 2026 | Amber |
| Relationship | Champion call on 9 October; sponsor contacted within 90 days | S6, S8 | 9 Oct 2026 | Green |
| Commercial | No change | S10 | 23 Oct 2026 | Green |

- Status: Watch, 2 points.
- Risk reasons: the export failure is unresolved after 19 days [S7]. On the 9 October call, the champion said two depots had gone back to the spreadsheet for night shifts [S8], which may explain part of the usage drop.
- Next action: escalate the ticket to the support lead with the account context and the renewal date. Owner: CSM. Due: 28 October 2026. Check usage at the November review.

### Wrenfold Clinics Demo (DEMO-305)

- CSM: CSM C (fictional). Live since 1 September 2026, 52 days at extraction. Renewal: 31 August 2027. Seats: 35.

- Usage: 19 of 35 seats active in the last week [S1]. Not rated: fewer than 90 days live, so there is no baseline to compare with.
- Support, relationship and commercial: Green [S1, S6, S10].
- Status: Unscored.
- Next action: check progress against the first milestone in the success plan, due 20 November [S11]. Owner: CSM. Due: 20 November 2026.

### Hollis Yard Engineering Demo (DEMO-306)

- CSM: CSM B (fictional). Account manager: account manager (fictional). Renewal: 31 December 2026, 66 days after the review. Seats: 50.

| Category | Observation | Source ID | Record date | Rating |
|---|---|---|---|---|
| Usage | 44 against a baseline of 47 (94%) | S1 | 23 Oct 2026 | Green |
| Support | No open priority tickets | S1 | 23 Oct 2026 | Green |
| Relationship | Sponsor (finance director) last contacted 15 July, 100 days before extraction | S6 | 15 Jul 2026 | Amber |
| Commercial | Procurement asked for a renewal quote at 35 seats | S9 | 17 Oct 2026 | Amber |

- Status: Watch, 2 points. A quote request is not a downgrade request, so override 2 does not apply. The CS lead asked whether to treat it as At risk; the meeting kept Watch under the rules and set a short due date.
- Risk reasons: possible contraction from 50 to 35 seats [S9]. 44 schedulers are active [S1], so 35 seats would leave some current users without access. The September action to book a sponsor check-in was missed [S12].
- Next action: ask procurement what is behind the 35-seat request and request a call with the finance director. Owner: account manager. Due: 30 October 2026. Escalated to: CS lead.
- Renewal forecast note: the account manager records a possible contraction to 35 seats (illustrative).

## Actions from the September review

| Account | Action | Owner | Due | Outcome |
|---|---|---|---|---|
| Pellingham Retail Demo | Confirm the renewal decision-maker | Account manager | 15 Oct | Done [S12, S10] |
| Hollis Yard Engineering Demo | Book a check-in with the sponsor | CSM B | 15 Oct | Missed; no meeting booked. Carried into this month's action |

## Rules log

| Date | Change | Reason | Agreed by |
|---|---|---|---|
| 26 Oct 2026 | Add a seasonal window field to the account record. Accounts with a window compare usage with the same weeks last year | Brindlecote Holiday Parks Demo was flagged Red for a recorded seasonal closure | CS lead and RevOps analyst |

No renewals fell due in October, so no ratings were compared with renewal outcomes this month. The quarterly comparison is planned for January 2027.

## Synthetic source register

| ID | Fictional record | Reference | Record date | Last checked |
|---|---|---|---|---|
| S1 | Usage and ticket summary, all accounts | DEMO-USAGE-2610 | 23 Oct 2026 | 23 Oct 2026 |
| S2 | Usage report, same weeks of 2025, Brindlecote | DEMO-USAGE-2510-LY | 23 Oct 2026 | 24 Oct 2026 |
| S3 | Account notes, Brindlecote | DEMO-NOTE-301 | 11 Mar 2026 | 24 Oct 2026 |
| S4 | Email auto-reply, Ottermere champion | DEMO-EMAIL-302 | 16 Oct 2026 | 24 Oct 2026 |
| S5 | Support ticket, admin rights, Ottermere | DEMO-TKT-3021 | 20 Oct 2026 | 24 Oct 2026 |
| S6 | CRM contact roles and last contact dates | DEMO-CRM-ROLES | 23 Oct 2026 | 23 Oct 2026 |
| S7 | Support ticket, payroll export, Corvane | DEMO-TKT-3041 | 4 Oct 2026 | 23 Oct 2026 |
| S8 | Champion call note, Corvane | DEMO-CALL-304 | 9 Oct 2026 | 24 Oct 2026 |
| S9 | Procurement email, Hollis Yard | DEMO-EMAIL-306 | 17 Oct 2026 | 24 Oct 2026 |
| S10 | Billing and renewal record | DEMO-BILL-2610 | 23 Oct 2026 | 23 Oct 2026 |
| S11 | Success plan, Wrenfold | DEMO-PLAN-305 | 1 Sep 2026 | 24 Oct 2026 |
| S12 | September review actions | DEMO-REVIEW-2609 | 28 Sep 2026 | 24 Oct 2026 |

[Download the synthetic signals](/downloads/customer-health-input.json) to check this example. The references above are fictional IDs, not links to customer systems.

## Human review

The CS lead approved the ratings and the next actions on 26 October 2026 (fictional). Each customer message in the save plan is written and approved by the CSM who sends it. The example includes no renewal outcome; the statuses are a review aid and say nothing about what the six customers will decide.