What went wrong

Four things, same weight as the wins.

We planned for 70 clinics on one good month

March was exceptional and we extrapolated from it. Nothing went wrong in Q2 — the target was wrong on the day we set it.

70 planned, 63 actual

Two enterprise deals slipped on SOC 2

We knew Type II was a requirement in February and treated it as a Q3 problem. Both deals are still open, both are now waiting on us.

$14k of committed MRR delayed

Support quality dipped during the rewrite

Median reply time went to 5 hours in May because the same two people were rebuilding onboarding and answering tickets.

Median reply: 2h10m → 5h, then back

Nobody owned the churn number

Churn drifted to 1.1% and it took six weeks for anyone to say so out loud, because it was on a dashboard rather than in a person’s job.

Now owned by Priya, weekly