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

Related

• ^[1] — Bluepoint client overview
• ^[2] — Pattern: using calculators to demonstrate value
• ^[3] — Clay enrichment workflow