Understanding At-Risk Accounts
The At-Risk Accounts report is a powerful analytical tool designed to help sales and operations teams identify shifting business patterns before they result in lost revenue. By comparing two equal periods of time, the report automatically classifies every facility and physician based on their recent case volume and spending trends.
What it Means for You
Proactive Retention: Quickly spot "At Risk" or "Declining" accounts where case volume is dropping, signaling a potential move to a competitor.
Performance Tracking: Monitor "Growing" and "New" accounts to validate the success of recent sales initiatives.
Customizable Sensitivity: Adjust the "Lookback Window" and "Threshold" filters to define exactly what constitutes a "declining" vs. "stable" account for your specific business needs.
Automated Insights: Eliminate manual spreadsheet comparisons; the dashboard refreshes daily to provide an up-to-date health check of your entire territory.
Using At-Risk Accounts in Your Workflow
Events and Sales Analytics
This report serves as a specialized sales-facing dashboard, allowing users to move beyond simple total-sales numbers to understand the trajectory of their customer relationships. It is accessible to a wide range of roles—including Admin, Operations, Regional Manager, Distributor, and Sales—with data automatically filtered so users only see the accounts they are authorized to manage.
Account Classifications
Every account in the report will be assigned one of the following statuses based on the comparison of the two time periods:
At Risk: Significant decline in volume/revenue.
Declining: Moderate decrease in activity.
Stable: Consistent volume between periods.
Growing: Notable increase in activity.
New: First-time activity recorded in the recent period.
Inactive: No activity recorded in the current window.
How to use At-Risk Accounts
Navigate to the Reports section of the Console.
Locate the Events and Sales category.
Click on the At-Risk Accounts report card.
Use the Lookback Window filter to set the length of the periods you wish to compare (e.g., comparing the last 30 days to the 30 days prior).
Adjust the Threshold filters to increase or decrease the sensitivity of the "At Risk" and "Declining" classifications.
Apply additional multi-select filters—such as Rep, Manufacturer, Physician, or Event Type—to drill down into specific areas of your business.
Scroll to the very bottom to view definitions of Columns and Filters in detail, or read on below:
Facility Risk Table — Column Definitions
Classification Shows whether this facility is at risk of shifting purchases to a competitor. Each facility is assigned one of six health levels based on how their case volume has changed compared to the previous period: - At Risk — Cases dropped to zero, or volume/revenue fell by at least the At-Risk Threshold - Declining — Volume is down noticeably, but not yet at the At-Risk level - Stable — Volume is roughly the same as the prior period - Growing — Volume has increased meaningfully compared to the prior period - New — This facility had no cases in the prior period but has cases now - Inactive — No cases in either period (still shown because the account has a history with your organization)
Lifecycle Stage The account stage assigned to this facility in ConnectSx (e.g., Active, At Risk, Churned). This field is not yet available and will display N/A until a future app update ships.
Facility Name The name of the hospital or surgery center. Click the name to open the facility’s detail page in the ConnectSx app.
City The city where this facility is located.
State The state where this facility is located.
Primary Rep The sales rep who had the most cases at this facility during the current period. If two reps had the same number of cases, the one with the most recent case is listed.
Current Period Cases The number of completed, billable cases at this facility during the most recent period (the length of which is set by the Lookback Window filter).
Prior Period Cases The number of completed, billable cases at this facility during the period immediately before the current period (same length, ending where the current period begins).
Case Change % How much case volume changed between the prior and current periods, expressed as a percentage. A negative number (shown in red) means volume dropped; a positive number (shown in green) means it increased. Blank if there were no cases in the prior period.
Current Period Revenue The total billed revenue from this facility during the current period. Items marked as no-charge are excluded.
Prior Period Revenue The total billed revenue from this facility during the prior period. Items marked as no-charge are excluded.
Revenue Change % How much revenue changed between the prior and current periods, expressed as a percentage. Shown in red if revenue dropped, green if it increased. Blank if there was no revenue in the prior period.
Days Since Last Case How many days have passed since the most recent billable case at this facility, looking across all of history (not just the selected window). Shown in red if it has been more than 90 days, orange if more than 60 days.
Total Cases (All Time) The total number of qualifying billable cases at this facility since your organization started tracking in ConnectSx. Only facilities with at least 5 lifetime cases appear in this report.
Physician Risk Table — Column Definitions
Classification Shows whether this physician is at risk of shifting purchases to a competitor. Uses the same health levels as the Facility table — At Risk, Declining, Stable, Growing, New, or Inactive — based on how their case volume has changed compared to the prior period.
Lifecycle Stage The account stage assigned to this physician in ConnectSx. This field is not yet available and will display N/A until a future app update ships.
Physician Name The surgeon or physician’s full name. Click the name to open their detail page in the ConnectSx app.
NPI The physician’s National Provider Identifier — a unique ID number used across the healthcare industry to identify providers.
Primary Facility The facility where this physician performed the most cases during the current period.
Primary Rep The sales rep who had the most cases with this physician during the current period.
Current Period Cases The number of completed, billable cases involving this physician during the current period.
Prior Period Cases The number of completed, billable cases involving this physician during the prior period.
Case Change % How much case volume changed between the prior and current periods. Red if volume dropped, green if it increased. Blank if there were no prior cases.
Current Period Revenue Total billed revenue from cases involving this physician during the current period. No-charge items are excluded.
Prior Period Revenue Total billed revenue from cases involving this physician during the prior period. No-charge items are excluded.
Revenue Change % How much revenue changed between the prior and current periods. Red if it dropped, green if it increased. Blank if there was no prior revenue.
Days Since Last Case How many days have passed since the most recent billable case involving this physician, looking across all history. Red if more than 90 days, orange if more than 60 days.
Total Cases (All Time) The total number of qualifying billable cases involving this physician since your organization started tracking in ConnectSx. Only physicians with at least 5 lifetime cases appear in this report.
Filter Definitions
Lookback Window Sets the length of each comparison period. For example, selecting “90 Days” compares the last 90 days against the 90 days before that. Changing this filter updates both the Facility and Physician tables instantly — no data re-run is required. Options: 30, 60, 90, or 180 days (default: 90 days).
At-Risk Threshold (%) The minimum percentage decline in case volume or revenue that triggers an “At Risk” classification. For example, with the default setting of 50%, a facility whose case count dropped by 50% or more will be classified as At Risk. Lowering this number flags more accounts as At Risk; raising it restricts the label to only the most severely declining accounts. Applies to both the Facility and Physician tables.
Declining Threshold (%) The minimum percentage decline in case volume that triggers a “Declining” classification (for accounts that haven’t reached the At-Risk level), and also the minimum increase needed to be classified as “Growing.” For example, with the default setting of 20%, a facility with a 25% case decline would be Declining, while one with a 25% increase would be Growing. Applies to both tables.
Classification Filters both tables to show only accounts in specific health categories. Use this to focus on just At Risk and Declining accounts, or to hide Inactive accounts from view. Applies to both the Facility and Physician tables.
Primary Rep Filters both tables to show only accounts where the selected person is the Primary Rep during the current period. Useful for a rep or manager reviewing a specific territory. Note: for reps with the Sales role, this filter is already applied automatically — they only see their own accounts.
State Filters by location. For the Facility table, this filters by the facility’s state. For the Physician table, this filters by the state of the physician’s primary facility.