My Open Opportunities
Topic
Account Name
Est. Revenue
Probability
Close Date
Stage
Owner
Status
OPP-1041 — AXA Health Annual Renewal
AXA Health
£85,000
80%
30 Nov 2025
Negotiation
Sarah Briggs
Active
OPP-1042 — Bupa Corporate Expansion
Bupa Corporate
£120,000
65%
15 Dec 2025
Proposal
Sarah Briggs
Active
OPP-1043 — NHS ICB Referral Agreement
NHS South East ICB
£45,000
40%
31 Jan 2026
Qualification
Rachel Whitmore
Active
OPP-1044 — Benenden Health New Contract
Benenden Health
£62,000
30%
28 Feb 2026
Needs Analysis
Sarah Briggs
Active
OPP-1045 — Vitality Health Physiotherapy Package
Vitality Health
£94,000
65%
30 Nov 2025
Proposal
Sarah Briggs
Active
5 of 5 records | Total pipeline: £406,000
✓ Qualification
✓ Needs Analysis
● Proposal
○ Negotiation
○ Contract Signed
Finish ›
💼
OPP-1045 — Vitality Health Physiotherapy Package
Summary
Products & Services
Stakeholders
Competitors
Activity
Related ▾
Opportunity Information
Activity Timeline
Proposal document sent to Vitality Health procurement
Discovery call — Vitality Health Head of Benefits
Confirmed interest in physiotherapy package for London employees. Requested proposal by 08 Oct.
Needs analysis meeting — Canary Wharf clinic tour
Related
Contacts + Add
James BarrettHead of Benefits
Quotes + New Quote
QUOTE-101Sent
PM Observation
OPP-1045 close date (30 Nov 2025) is 16 days after go-live. The Business Process Flow (BPF-02) for this opportunity is configured in the Development workspace. Vitality Health decision coincides with the AXA Health renewal window. The new D365 system must be live and demonstrable before these decisions.
Reference: Company Brief Section 5 — Critical Path.
Reference: Company Brief Section 5 — Critical Path.
✓ Qualification
✓ Needs Analysis
✓ Proposal
● Negotiation
○ Contract Signed
💼
OPP-1041 — AXA Health Annual Renewal
⚠️ Renewal deadline: 01 Dec 2025
Summary
Activity
Opportunity Information
🔴 CRITICAL PM OBSERVATION — AXA Health Contract Risk
This opportunity represents a £310,000 annual relationship. Renewal is conditional on the D365 CE system being live before 01 December 2025.
The go-live date of 14 November 2025 was fixed specifically to allow a live system demonstration before this renewal deadline. Any delay to go-live directly puts this £310,000 contract at risk.
This is Risk R-001 in your RAID Log. Escalation owner: Priya Anand. Reference: Company Brief Section 5 — Critical Path.
This opportunity represents a £310,000 annual relationship. Renewal is conditional on the D365 CE system being live before 01 December 2025.
The go-live date of 14 November 2025 was fixed specifically to allow a live system demonstration before this renewal deadline. Any delay to go-live directly puts this £310,000 contract at risk.
This is Risk R-001 in your RAID Log. Escalation owner: Priya Anand. Reference: Company Brief Section 5 — Critical Path.
All Open Cases
Case No.
Subject
Type
Priority
Account
Owner
SLA Status
Status
CASE-101
Patient complaint — delayed referral response
Complaint
P1
Westhaven Physio
Rachel Whitmore
⏱ 3h 12m left
In Progress
CASE-102
Corporate billing query — AXA Health invoice discrepancy
Billing
P2
AXA Health
Finance Team
✓ Resolved
Resolved
CASE-103
Appointment cancellation — patient not notified
Complaint
P1
Westhaven Derm
Unassigned
🔴 BREACHED 2h 40m
Escalated
CASE-104
GP referral not received — patient waiting
Referral Issue
P1
NHS SE ICB
Referral Team
✓ 1h 48m left
In Progress
CASE-105
Data subject access request — patient records
DSAR
P2
Westhaven Group
Daniel Ferreira
✓ 18 days left
Open
✓ New
✓ Investigate
● Resolution Proposed
○ Awaiting Response
○ Closed
🔴 P1 SLA BREACHED — 2h 40m ago
🗂️
CASE-103 — Appointment Cancellation — Patient Not Notified
Summary
Activity
SLA Details
⚠️ PM Observation — Why CASE-103 matters to the D365 project
This case demonstrates the exact failure mode the D365 CE implementation is designed to prevent:
• No automated SLA timer (US-085, US-086, US-089 in Sprint 3 will fix this)
• No automatic queue routing — case sat unassigned (US-088, US-092 in Sprint 3)
• SLA breach alert sent to blank owner — no one was notified
• No audit trail of what happened and when
Rachel Whitmore will reference this case in her go-live readiness message (msg_rachel_04): "This is exactly what can't happen in the new system."
Include CASE-103 in your Phase 1 Takeover Assessment Report under Operational Validation — Business Impact.
This case demonstrates the exact failure mode the D365 CE implementation is designed to prevent:
• No automated SLA timer (US-085, US-086, US-089 in Sprint 3 will fix this)
• No automatic queue routing — case sat unassigned (US-088, US-092 in Sprint 3)
• SLA breach alert sent to blank owner — no one was notified
• No audit trail of what happened and when
Rachel Whitmore will reference this case in her go-live readiness message (msg_rachel_04): "This is exactly what can't happen in the new system."
Include CASE-103 in your Phase 1 Takeover Assessment Report under Operational Validation — Business Impact.
All Accounts
ID
Account Name
Type
Contract Value
Renewal Date
Status
ACC-003
AXA Health
Corporate
£310,000/yr
01 Dec 2025
Active
ACC-004
Bupa Corporate
Corporate
£280,000/yr
31 Mar 2026
Active
ACC-012
Vitality Health
Corporate
TBC (OPP-1045)
N/A — New
Prospect
ACC-018
Benenden Health
Corporate
TBC (OPP-1044)
N/A — New
Prospect
ACC-005
NHS South East ICB
NHS Partner
£210,000/yr
31 Mar 2026
Active
ACC-001
Westhaven Physiotherapy Ltd
Internal
Internal
N/A
Active
ACC-002
Westhaven Dermatology Ltd
Internal
Internal
N/A
Active
🏢
AXA Health
Summary
Contacts
Opportunities
Cases
Active Opportunities
OPP-1041 — AXA Health Annual RenewalNegotiation£85,000Close: 30 Nov 2025
Operations Dashboard
Referral Conversion Rate
61%
Target: 75% · Gap: −14pp (BR-07)
▼ 3pp vs last month
Avg. Appointment Booking Time
4.2 days
Target: 2.5 days · Gap: −1.7 days (BR-12)
▲ 0.3 days worse vs last month
Active Referrals in Pipeline
203
Target: 350 · Gap: −147
▼ 12 vs last month
Referral Pipeline — Stage Breakdown (BPF-01)
Referral Received
203
Triage Complete
158
Appointment Booked
124
Attended
111
Converted (Closed)
61%
⚠️ Data maintained manually in Excel by Referral Coordinator team. After go-live, updates automatically from D365 Case records.
Customer Service Dashboard
SLA Compliance Rate
78%
Target: 92% · Gap: −14pp (BR-41)
▼ 3pp vs last month
Patient Satisfaction Score
7.1/10
Target: 8.5/10 · Gap: −1.4pts
▼ 0.2 vs last month
Open Cases (Total)
4
2× P1 · 1× P2 · 1× P3
SLA Breaches This Week
Case
Subject
Priority
Breach Time
Owner at Breach
Status
CASE-103
Appointment cancellation — patient not notified
P1
13 Oct 06:40 — 2h 40m late
Unassigned
Escalated
Note: SLA breach alert was sent but Case Owner was blank — nobody received it. US-089 (SLA Timer automation) in Sprint 3 resolves this failure mode.
Sales Pipeline Dashboard
Total Pipeline Value
£1.2M
Target: £2.0M · Gap: −£0.8M
▼ Below target
Active Opportunities
14
Target: 25 · Gap: −11
▼ 3 vs last quarter
Opportunity Win Rate
44%
Target: 60% · Gap: −16pp
▼ 2pp vs last quarter
Pipeline by Stage — Active Opportunities
Qualification
£107K
Needs Analysis
£62K
Proposal
£214K
Negotiation
£85K
⚠️ Known display error (BUG-011): Total shown excludes Opportunities in Negotiation stage. Actual pipeline total is higher than displayed. Arjun Mehta resolving in Sprint 4.
Finance Dashboard
Revenue Forecast Accuracy
±22%
Target: ±8% (BR-19) · This figure is cited in the original business case as the primary driver for the CRM investment
▼ The board considers this figure unacceptable — decisions are made on stale, inaccurate data
Billing Disputes (Q2 2025)
£38K
AXA Health — 14 discrepancies
📊 PM Observation — Why DASH-04 matters to your Phase 1 report:
The Finance team currently produces forecasts manually, 3 weeks after each period closes. The Board makes investment decisions on 3-week-old, ±22% inaccurate data. After D365 go-live, DASH-04 will pull live from Opportunity values and stage probabilities. This directly delivers BR-19. Reference this in your Takeover Assessment Report under Business Validation.
Project context: Total project budget: £485,000. Consumed to date: £187,400. Remaining: £297,600. Solution Architect: James Okafor (Veridian Consulting). Reference: Company Brief Section 4.
The Finance team currently produces forecasts manually, 3 weeks after each period closes. The Board makes investment decisions on 3-week-old, ±22% inaccurate data. After D365 go-live, DASH-04 will pull live from Opportunity values and stage probabilities. This directly delivers BR-19. Reference this in your Takeover Assessment Report under Business Validation.
Project context: Total project budget: £485,000. Consumed to date: £187,400. Remaining: £297,600. Solution Architect: James Okafor (Veridian Consulting). Reference: Company Brief Section 4.
Referrals Pipeline
Active Referrals in Pipeline
203
Target: 350 · Gap: −147
Referrals Received (Oct)
47
+12% vs Sep — trend improving
Average Age of Referral
4.2 days
Target: 2.5 days (BR-12)
ℹ️ DASH-05 will be built as part of US-104 in Sprint 4. The current view shows manual data compiled by the Referral Coordinator team. After go-live, it will update live from Referral Case records in D365 CE.
All Contacts
ID
Full Name
Account
Job Title
Email
Phone
CON-001
Marcus Flynn
AXA Health
Account Manager
m.flynn@axa-health.co.uk
020 7946 0100
CON-002
Emma Hall
Bupa Corporate
Head of Procurement
e.hall@bupa.co.uk
020 7946 0200
CON-003
James Barrett
Vitality Health
Head of Corporate Benefits
j.barrett@vitality.co.uk
020 7946 0300
CON-004
Dr. Anita Kapoor
NHS South East ICB
Head of Commissioning
a.kapoor@se-icb.nhs.uk
020 7946 0400
🏢
Bupa Corporate (ACC-004)
Summary
Opportunities
🏢
Vitality Health (ACC-012)
Summary
Opportunities
Opportunities
OPP-1045 — Vitality Health Physiotherapy PackageProposal£94,00065%
✓ Qualification
✓ Needs Analysis
● Proposal
○ Negotiation
○ Contract Signed
💼
OPP-1042 — Bupa Corporate Expansion
💼
OPP-1043 — NHS ICB Referral Agreement
💼
OPP-1044 — Benenden Health New Contract
✓ New
● Investigate
○ Resolution Proposed
○ Awaiting Response
○ Closed
⏱ 3h 12m remaining
🗂️
CASE-101 — Patient Complaint — Delayed Referral Response
🗂️
CASE-102 — AXA Health Billing Query
🗂️
CASE-104 — GP Referral Not Received
🗂️
CASE-105 — Data Subject Access Request
My Open Leads
ID
Company
Contact
Source
Est. Value
Status
LEAD-031
Vitality Health
James Barrett
Existing Client Referral
£94,000
→ OPP-1045
LEAD-032
HSBC Corporate Health
Peter Morin
CIPD Trade Show 2025
£150,000
Qualifying
LEAD-033
Goldman Sachs Employee Health
HR Director
Inbound Website
£80,000
New
All Quotes
Quote ID
Opportunity
Value
Sent Date
Status
QUOTE-101
OPP-1045 — Vitality Health
£94,000
08 Oct 2025
Sent
QUOTE-102
OPP-1042 — Bupa Corporate
£120,000
01 Oct 2025
Sent
My Activities
ID
Subject
Type
Related To
Date
Status
ACT-031
Proposal sent — Vitality Health
Email
OPP-1045
08 Oct 2025
Done
ACT-032
Follow-up call — Bupa procurement
Phone Call
OPP-1042
14 Oct 2025
Scheduled
ACT-033
AXA Health renewal — contract review meeting
Meeting
OPP-1041
20 Oct 2025
Scheduled
All Queues
Queue Name
Total Items
P1 Items
Oldest Item
Assigned Team
General Triage
7
2
12 Oct (1 day)
Customer Service Team
Physiotherapy Referrals
42
0
01 Oct (12 days)
Physio Admin Team
Dermatology Referrals
18
0
05 Oct (8 days)
Derm Admin Team
Oncology Referrals
11
1
08 Oct (5 days)
Oncology Team
GP Referral Triage
31
0
03 Oct (10 days)
GP Referral Team
Knowledge Base
📚
Knowledge Base — Not Yet Configured
Knowledge Base articles will be added as part of User Story US-105 in Sprint 4. This will contain FAQs for referral coordination, billing queries, and complaint handling.
Sales Hub — Home
Open Opportunities
5
Total pipeline: £406,000
Open Cases
4
2 × P1 · 1 SLA breached
Active Accounts
7
4 corporate · 1 NHS · 2 internal
🏢
Benenden Health (ACC-018)
Summary
Opportunities
Contacts
🏥
NHS South East ICB (ACC-005)
Summary
Opportunities
Cases
🏥
Westhaven Physiotherapy Ltd (ACC-001)
Summary
Cases
🏥
Westhaven Dermatology Ltd (ACC-002)
Summary
Cases
👤
Marcus Flynn
Summary
Activity
👤
Emma Hall
Summary
Activity
👤
James Barrett
Summary
Activity
👤
Dr. Anita Kapoor
Summary
📋
LEAD-031 — Vitality Health Corporate Enquiry
Summary
Activity
📋
LEAD-032 — HSBC Corporate Health Enquiry
Summary
📋
LEAD-033 — Goldman Sachs Employee Health
Summary
📄
QUOTE-101 — Vitality Health Physiotherapy Package
Summary
Line Items
📄
QUOTE-102 — Bupa Corporate Expansion
Summary