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 “chase customers about renewals, adoption and unused seats”

Here are 2 ways to spend less time on this, best first. Each comes with steps you can follow today.

30 min

typically, a few times a week

50%

of the time can be automated

Some setup

to set up

Fix 1 of 2

AutomationBest fix

Send adoption and renewal nudges automatically from playbooks

Playbooks in Gainsight, ChurnZero, Vitally or HubSpot send the routine emails (low usage, unused seats, renewal in 90 days) and create tasks only when a person is needed.

Typically saves about 45% of the time2 h to set up

1List the routine touchpoints you send every month.
2Write a template for each and set the trigger (usage drop, 90 days to renewal).
3Build the playbook to send automatically from your address, or create a task for high-value accounts.
4Review reply rates monthly.

Tools: Gainsight · ChurnZero · Vitally · HubSpot workflows · Salesforce Flow

Fix 2 of 2

Software feature

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

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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