On this page
What lands on your board that didn't beforeHow to read a cardThe renewal windowObjection handling — for internal conversationsCompetitive angleRelated readingFor Sales
You are the team this change is actually for. Everything below is about your own pipeline — the board where each Dentolize customer is a card — not about anything you pitch to a clinic.
What lands on your board that didn't before
Starting with the first run after this ships, cards sitting in Churned come back to life in three ways.
1. Churned cards get scored again
Their usage score, colour tag, and scorecard note update every three days like every other card. Previously all three froze on the day the card was moved to Churned — so a card marked churned in March still showed March's numbers in November.
What to do with this: the first run after deploy will refresh every churned card at once. Expect a batch of cards to change colour on the same day. That is not a signal that anything happened that day; it is the backlog clearing. Read the second run's changes as real signal.
2. Revived customers become visible
A customer who was written off but quietly kept using the product will now show a Working Low or Working tag and a green ❇️ up-arrow on their latest note, instead of a frozen Not Working.
This is the highest-value output of the change. A churned card with a rising score is a customer telling you they never actually left. Those are the easiest conversations you will have all quarter, and until now the board gave you no way to spot them.
3. Churned cards with live subscriptions may move to Renewal
If a churned customer is on an annual plan and their subscription expires inside the renewal window, the card moves into the Renewal column automatically.
Important honesty note: whether this actually happens depends on how the board's pipelines are configured. The automation refuses to move a card that is already in the same pipeline (view) as the Renewal column. If Churned and Renewal are two columns of one pipeline, churned cards will not move — they will only start getting scored again. Nobody has confirmed which way the production board is set up. Do not build a quota commitment on this until engineering confirms it. Everything in points 1 and 2 happens regardless.
How to read a card
| What you see | What it means |
|---|---|
Working tag | 11+ of 17 activity signals in the last 5 days. Genuinely deep usage. Rare. |
Working Low tag | 1–10 signals. Alive. Do not read this as "at risk" — a healthy clinic using patients, appointments, invoices and payments but not lab orders or inventory lives here permanently. |
Not Working tag | Zero signals in 5 days. Nothing happened at all. This is the at-risk tag. |
Score 10 / 10 | Could mean 10 signals or 17 — the stored score is capped at 10. Check the tag to tell them apart. |
| ❇️ on the note | Score rose since last run. |
| 🔻 on the note | Score fell since last run. |
| 🟡 on the note | Score unchanged. |
| Clock icon / due date | The subscription expiry date, refreshed every run. Red when overdue. |
The scorecard note lists all seventeen signals with ✅ or 🔴, so you can open a card and see exactly which modules a customer has and hasn't touched. That is your discovery call agenda, written for you.
The renewal window
A card moves to Renewal when all of these are true:
- The customer is on an annual plan. Monthly subscribers are never auto-flagged — you have
to work those manually.
- Their subscription expires before the end of the month that falls ~26 days out.
- They're not already in the Renewal pipeline.
In practice that gives you between four and eight weeks of notice, depending on where in the calendar month the job runs. Running early in a month gives ~26 days; running late gives ~41.
The job runs at 04:00 every third day, so a card can appear up to three days after it technically qualified.
Objection handling — for internal conversations
These are objections you'll hear from your own team about the change, not from customers.
"Won't this flood Renewal with dead accounts?" Only accounts with a live annual subscription inside the expiry window move. A genuinely dead account whose subscription lapsed months ago fails the date test and stays put. The volume is bounded by how many churned customers still have unexpired annual contracts — which, if the number is large, is itself the finding.
"We marked them churned for a reason. Why are they back?" Nothing is un-churned. The card is moved to Renewal only when there is a contractual event to act on. And the scoring change means you now have data to justify the original call — or to revise it. A churned card that stays Not Working for six runs is a churn decision confirmed.
"Can I trust the score?" It is a count of seventeen boolean checks over five days. It is not predictive, not weighted, and not clever. A clinic that logged in once and sent a support message scores 1. Treat it as a liveness indicator, not a health score.
"Why did the ordering of my Churned column change?" Known defect, not your imagination. Every time a card leaves a column, the automation reshuffles the position of every remaining card in it. Manual ordering in Churned will not survive. Details in Stage Move Mechanics; flag it to engineering if it becomes disruptive.
Competitive angle
There isn't one — this is internal tooling and no competitor sees it. But the underlying capability is worth knowing about when you pitch the product's lead module to clinics: what Dentolize does to its own customer list is exactly what a clinic can do to its patient list with the same feature. Automated scoring, stage movement, tagging and timeline audit are all shipped product capabilities, not internal-only scripts. That is a credible dogfooding story if a prospect asks whether anyone really uses the CRM module.
Related reading
- For Support — what to say when someone asks why a card moved
- Usage Scoring, Tags and Activity Notes — the seventeen signals
- Change 1 — Churned Leads Rejoin Renewal — the mechanics