Use Company Co-Pilot to prepare customer reviews and evidence-based next actions

Company Co-Pilot helps you prepare for a B2B customer conversation using the selected Company’s authorized support context. Open the Company record’s Co-Pilot tab and ask for a focused brief, risk review or product-friction analysis. Check the sources before acting. Support-derived signals can guide questions, but they do not establish product usage, revenue, churn probability or a customer’s future buying intention.

Use support evidence to prepare a better account conversation  ·  Check access and the record before opening the assistant  ·  Open Company Co-Pilot and ask the first question  ·  Choose a suggested task and supply the missing scope  ·  Verify a useful brief before assigning work  ·  Worked example: prepare a review for a multi-contact equipment customer  ·  Troubleshoot missing context and questionable conclusions

Use support evidence to prepare a better account conversation

A B2B customer can have several Contacts, several open Cases and different teams working on related issues. Company context helps you ask an account-level question rather than treating the last email as the whole relationship. Start by deciding which conversation or decision you are preparing for.

Use the same Company identity throughout the review. A similar trading name or Contact relationship does not make two records interchangeable. Inspect the correct record and hierarchy before accepting an account-level conclusion: Company statistics can include descendant Companies, while the supporting Case search uses the selected Company and a bounded set of histories. These scopes are not identical.

Check access and the record before opening the assistant

1. Open Customers → Companies and find the intended Company. Verify its name and identifying details.
2. Review its current customer relationships and relevant case context. If the records are attached to the wrong Company, correct that through an authorized data-maintenance workflow before using them as account evidence.
3. Confirm that you can open the full Company record. The contextual tab depends on the available Co-Pilot utility and is not offered in every read-only or embedded customer surface.
4. Choose one purpose for the first question: a meeting brief, an unresolved support concern, recurring product friction or a draft follow-up.
5. Decide which facts require separate confirmation. Product usage, revenue and product-adoption telemetry are not supplied by this support-data context; do not ask the answer to fill those gaps with assumptions.

The assistant respects authorized support context. Different agents can have different evidence. Its statistical package includes a 12-month series and all-time totals for the Company and descendants; a requested period does not redefine every aggregate. Supporting Case retrieval has its own date scope and bounded histories for the selected Company. A short set of examples is not the entire account archive, and an unavailable metric must not be treated as zero.

Open Company Co-Pilot and ask the first question

1. Open the intended Company record from Customers → Companies.
2. Choose the record’s Co-Pilot tab. In the full record’s tab sequence it follows Audit when available.
3. Confirm that the panel says Company Co-Pilot. The subtitle describes customer health, product signals, risk and next actions.
4. Select a suggested task or type a specific request. For a first account review, use Prepare a customer success brief and add the meeting purpose, relevant period and any question you need the evidence to answer.
5. Read the response and inspect the cited Cases or other available references. Confirm that each source belongs to the intended customer context and supports the statement.
6. Ask a focused follow-up about an uncertainty. Keep the Company and task explicit if the conversation becomes ambiguous.

Expected result: a draft analysis or proposed next actions grounded in the available authorized context. This is read-only decision support. It does not send a customer email, change ownership, create a task or make a commercial commitment for you. Use the normal Supportbench workflow to carry out an action you have reviewed.

Choose a suggested task and supply the missing scope

Verify a useful brief before assigning work

1. Read the stated scope, time period and limitations, including any Evidence coverage section. Check the statistics window, aggregate and survey sample sizes, detailed histories used and descendant-Company inclusion. If the answer omits these, ask for them. A period in your question does not necessarily change the fixed statistical package; distinguish it from the supporting Case-search window.
2. Open representative source Cases and review current status, latest relevant activity, owner, customer impact and agreed commitments. A compact history can omit earlier details.
3. Check whether repeated symptoms are actually the same issue. Compare product or asset, version, environment and attempted resolutions before combining them.
4. Verify each claimed commitment against its supporting activity. Do not turn an inferred intention or a proposed date into a promise.
5. Separate observations, hypotheses and recommendations. Write the uncertainty explicitly where the source does not prove a cause or a business outcome.
6. Assign the verified follow-up through the appropriate case, task or escalation workflow. Record a responsible owner and the next customer-update commitment.
7. If sending a customer message, review it as a new communication: confirm recipients, remove internal-only analysis and include only commitments your team can make.

The value of the brief is a better prepared conversation and clearer follow-through. It is not a replacement for reading a consequential case or confirming what the customer needs.

Worked example: prepare a review for a multi-contact equipment customer

A fictional manufacturer, Northstar Manufacturing, has two Contacts reporting intermittent controller alarms and a third asking whether another site can use the same configuration. The account owner needs to prepare a weekly review without conflating an unresolved fault with an expansion commitment.

1. Open the exact Northstar Company and its Co-Pilot tab. Ask for a customer success brief that separates current incidents, recorded commitments and questions for the meeting.
2. Open the cited alarm Cases. Compare equipment identity, version and the tested resolution. Confirm whether there is one recurring defect or two similar symptoms.
3. Ask the product-friction task to group the supported themes and cite representative Cases. Do not count a summary’s examples as the complete demand total unless its stated aggregate supports that conclusion.
4. Treat the additional-site question as a possible need to understand, not a confirmed purchase. Ask the adoption-signals task for a validation question, such as which site and operating requirements the customer is considering.
5. Create or update the actual follow-up tasks and customer commitments through normal support workflows. Keep the support investigation owner clear while account discussions continue.
6. Draft the customer follow-up, then remove unverified explanations and internal risk language. Send only after reviewing the correct recipients and agreed next actions.

The review now connects the organization’s support history with a practical agenda. It preserves the distinction between resolving today’s problem and learning about a future requirement.

Troubleshoot missing context and questionable conclusions

Continue learning

• Maintain Company and Contact relationships
• Ask Co-Pilot questions and inspect its evidence
• Review an individual Case with Case Co-Pilot
• Interpret recorded customer health and assessed risk
• Create accountable follow-up tasks
• Coordinate escalation and customer commitments
• Use Knowledge Co-Pilot for a documented procedure