Do you get automatic alerts when a customer's health score drops?

Customer success platforms like Gainsight, Vitally or ChurnZero combine usage, tickets and billing into one score and tell you when an account needs attention.

How to automate it

How to automate “check account health and usage before customer calls”

Here are 2 ways to spend less time on this, best first. Each comes with steps you can follow today and, for AI fixes, a prompt to copy.

30 min

typically, a few times a week

55%

of the time can be automated

Some setup

to set up

Fix 1 of 2

Software featureBest fix

Let a customer success platform track health scores for you

Gainsight, ChurnZero, Vitally, Planhat, Totango and HubSpot's customer success workspace pull usage, tickets and billing into one health score and alert you when it drops.

Typically saves about 50% of the time8 h to set up

1Agree three to five signals that predict churn (usage, logins, tickets, NPS, overdue invoices).
2Connect those data sources to your CS platform, or HubSpot's customer success workspace.
3Set alerts for health drops and upcoming renewals.
4Review your book in the platform instead of checking each system.

Tools: Gainsight · ChurnZero · Vitally · Planhat · Totango · HubSpot customer success workspace

Fix 2 of 2

Have AI summarize the account before your call

Paste recent tickets, usage data and notes; AI gives you a short brief on how the account is doing and what to raise.

Typically saves about 50% of the time5 min to set up

1Export recent tickets, usage and CRM notes for the account.
2Paste with the prompt below.
3Add your own goal for the call.
4Save the brief to the account record.

Prompt to copy

Summarize this customer account before my call with [NAME, TITLE]. Data: [PASTE TICKETS, USAGE, NOTES, CONTRACT DATE]. Give me: health in one line (good / watch / at risk) with reasons, open issues, usage trends, upcoming dates, three questions to ask, and one opportunity to raise. Only use the data given.

Tools: ChatGPT, Claude, Gemini or Microsoft Copilot · Gainsight, Vitally or HubSpot AI summaries

Quick wins

Have you tried…

Do you get automatic alerts when a customer's health score drops?: Customer success platforms like Gainsight, Vitally or ChurnZero combine usage, tickets and billing into one score and tell you when an account needs attention.

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Roles in our library that list this as one of their common tasks. Each guide covers the rest of that role’s week.

Customer Success Manager

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