---
title: Relationship Repair Plan & ROI Calculator Demo
type: article
created: '2026-01-30'
updated: '2026-01-30'
source_docs:
- raw/2026-01-30-weekly-call-w-118649214.md
tags:
- bluepoint
- client-management
- roi-calculator
- clay
- data-enrichment
- relationship-repair
layer: 2
client_source: BluepointATM
industry_context: b2b-services
transferable: false
---

# Relationship Repair Plan & ROI Calculator Demo

## Overview

Following a negative satisfaction survey and a client complaint about lack of responsiveness from Mark, Asymmetric initiated a structured relationship repair plan for Bluepoint. The plan centers on Mark joining the February 4 weekly call to demonstrate renewed executive attention, paired with a proactive deliverable — a reverse ATM ROI calculator — to showcase tangible value. A data enrichment project on a hospital contact list is also in motion as a new service opportunity.

## Background: What Went Wrong

- Bluepoint submitted a **highly negative satisfaction survey**, indicating they would leave if given the opportunity.
- The client specifically complained that **Mark had not responded** to communications about website changes they disputed.
- Karly had been managing the relationship day-to-day and believes trust is rebuilding, but flagged that Mark's direct involvement was needed to fully repair the relationship.
- The client's core complaint about website changes: updates were made without their approval, and some previously fixed items reverted. Karly acknowledged the issue and committed to preventing recurrence going forward.

> *"He did mention when he was talking about it, he's like, we didn't really get a response from Mark on what was happening."* — Karly

## Repair Strategy

### 1. Executive Re-engagement (Feb 4 Call)

Mark will join the next weekly Bluepoint call on **Wednesday, February 4** to:
- Demonstrate executive-level attention and accountability
- Address any lingering concerns directly
- Signal that the relationship is a priority

Mark and Karly will hold a **prep call early the week of Feb 4** to align on talking points and review account status before the client call.

### 2. Proactive ROI Calculator Demo

Rather than only responding to complaints, the team will bring a **proactive deliverable** to the Feb 4 call: a reverse ATM ROI calculator built as an interactive tool for Bluepoint's sales team.

**Purpose:**
- Demonstrate initiative and value beyond reactive task execution
- Give Bluepoint's sales reps a tangible tool they can use on prospect calls
- Reframe the relationship around forward-looking partnership

**How it works:**
- Inputs: number of machines, cost per machine, installation cost, transaction volume, average transaction value, operating days, transaction fee percentage
- Outputs: monthly revenue, payback period, annual ROI
- Optional extension: cash handling error savings as an additional ROI dimension

**Build process:**
- Karly will ask Bluepoint for their existing ROI or profit spreadsheet so Mark can mirror their actual assumptions
- Mark will build the calculator (likely as an interactive web app, similar to the Aviary calculator) before the Feb 4 call
- If no spreadsheet is available, Mark will build a draft version and invite their feedback to refine it

### 3. Hospital Contact List Enrichment (Clay)

Bluepoint provided a sample list of hospital contacts (sourced from Integra) for data enrichment. This is a new service opportunity.

**Current status:**
- List contains columns with unclear abbreviations: **NAE** (National Account Executive), **RAM** (Regional Account Manager), **SDH** (unit name, exact meaning TBD), **FAC** (Facility)
- GPO code column references Group Purchasing Organizations (e.g., Vizient)
- Contact names are present but no email addresses

**Constraint:** Bluepoint cannot direct-market to these contacts per their Integra contract, so the enrichment strategy needs to account for indirect outreach approaches.

**Next steps:**
- Karly to email Bluepoint to confirm the meaning of all column abbreviations (NAE, RAM, SDH, FAC)
- Once confirmed, Mark will enrich the list in **Clay** — pulling emails, news mentions, job postings, and other signals
- Enriched list returned to Karly for review and client delivery

## Action Items

| Owner | Action | Due |
|---|---|---|
| Mark | Join Bluepoint weekly call | Feb 4 |
| Mark | Schedule prep call with Karly before Feb 4 | Early week of Feb 4 |
| Mark | Build reverse ATM ROI calculator | Before Feb 4 call |
| Mark | Enrich Integra hospital list in Clay; return to Karly | After abbreviations confirmed |
| Karly | Email Bluepoint to request existing ROI/profit spreadsheet inputs | ASAP |
| Karly | Email Bluepoint to clarify column abbreviations (NAE, RAM, SDH, FAC) | ASAP |

## Related

- [[wiki/clients/current/bluepoint/_index]] — Bluepoint client overview
- [[wiki/knowledge/roi-calculators-as-client-deliverables]] — Pattern: using calculators to demonstrate value
- [[wiki/knowledge/data-enrichment-with-clay]] — Clay enrichment workflow