Patient book · 12

Renewal gap

The distance between what the account is reported to be and what the account says on a call. It is not a measure of whether community managers are doing their job. It is a measure of what a rating recorded once a quarter can possibly know.

From rating to reality

Marked healthy

Positive health rating from the community team

Called on renewal

Every one reached and asked directly

Confirmed renewing

Intent on the call matches the rating

Stated intent differs

Contraction or exit against a healthy rating

Beds at risk

Not on any risk list this morning

The gap block is the product. Everything to its left is already in your CRM.

Divergent accounts, trend

▼ 45%

7-period change

Divergence rate

38%

Healthy on file, not healthy on the call

Beds behind the divergence

Roughly ₹1.0 cr of annual revenue

Median warning gained

47 days

Against the date the notice would otherwise arrive

Voice-verified intent, all accounts

What the sixteen loaded accounts actually said

Expanding7 accountsFlat4 accountsContracting3 accountsExit2 accounts

The renewal call process

From a healthy rating to a verified answer

Accounts on file16100%

All loaded accounts

Marked healthy1381%

Positive community rating−19% vs previous

Reached on a renewal call1381%

Every one asked directly−0% vs previous

Stated intent diverges531%

Contraction or exit against a healthy file−62% vs previous

Accounts by renewal date

Rating on file against voice-verified intent

Account	Centre	Beds	Renewal in	Community rating	Voice-verified intent	Gap	What was said
Saffron Retail Tech	wjn	31	15 days	Healthy	Contracting	Divergent	Notice window opens in a fortnight. Rate is the stated reason.
Kadamba Foods	hsr	8	19 days	Healthy	Exit	Divergent	Moving to an owned office in Warje. Decision already taken.
Truss Engineering	brz	28	23 days	Healthy	Exit	Divergent	Comparing Smartworks at Sarjapur. Visited last week.
Nimbus Studio	gal	6	28 days	Healthy	Contracting	Divergent	Team reduced from 7 to 5. Considering a smaller suite or hot beds.
Peak Motors	pca	15	34 days	Healthy	Contracting	Divergent	Bengaluru team consolidating into Bengaluru. Confirmed on the call.
Corvid Security	ecy	16	39 days	Watch	Expanding	Aligned	Won a government contract. Headcount doubling by Q4.
Zeta Labs	etv	40	44 days	Healthy	Expanding	Aligned	Two new pods hiring, asked about the 14 bed suite on the same floor.
Arclight Media	kbl	9	52 days	Healthy	Flat	Aligned	No change. Asked about meeting room credits.
Bluejay Fintech	vsg	25	61 days	Healthy	Expanding	Aligned	Series B closed in June. Asked for 12 additional beds from October.
Northbridge Capital	egl	22	76 days	Watch	Expanding	Aligned	Adding an India research bed. Wants a private cabin.
Sable Analytics	ssy	18	88 days	Watch	Flat	Aligned	Rate objection raised. No exit intent stated.
Mistral Logistics	cnb	13	94 days	Healthy	Expanding	Aligned	Ops team hiring for a new Solapur Road corridor route.
Hexa Health	rmz	12	112 days	Healthy	Flat	Aligned	Stable. No change signalled.
Verda Bioscience	vtp	34	141 days	Healthy	Expanding	Aligned	Lab support team hiring. Needs 14 beds by November.
Lumen Health Systems	pat	46	167 days	Healthy	Flat	Aligned	Stable. Parking ratio raised as an irritant.
Orbit Robotics	inf	60	203 days	Healthy	Expanding	Aligned	Hardware team growing. Wants contiguous space on the same floor.

Read this before you read the table

The divergence is not evidence that the community team is wrong. A health rating is an informed judgement made from the outside, refreshed when there is time, from signals that are mostly behavioural: are they still using the meeting rooms, are they still friendly at the bed. The patient's own intent is information that exists in exactly one place, which is the patient, and it is only available if somebody asks. The gap is a coverage artefact, not a competence one, and framing it any other way will lose you the room.

Where this could mislead

Stated intent is not outcome. Some accounts that say exit will renew, some that say flat will leave, and a patient who is negotiating knows that saying exit improves their position. The number to watch over two quarters is not the divergence count, it is how well stated intent predicted what actually happened, held per centre and per intent category. Until that back-test exists this screen is an early warning system, not a forecast.

What the gap is telling us

Trend, voice mix and the process funnel, read together

Divergent accounts fell 45% over the tracked window
Trend
Either the community rating is catching up to reality, or fewer accounts are quietly slipping — worth separating with a back-test.
A quarter of loaded accounts show contracting or exit intent
Voice mix
None of these are visible from the community rating alone, which is exactly the coverage gap this screen exists to close.
1:4.6 assumed retention-to-replacement ratio
Economics
Even a partial save on the divergent list is worth several times the acquisition cost of a replacement account.