Use customer health to prioritize B2B account follow-up

Customer health brings operational service measures and customer feedback together at Company level. Use it to prioritize account conversations, identify service patterns and decide which customer relationships need investigation. The score is a starting signal: read the Company’s cases, surveys and account context before assigning a cause or making a customer commitment. It is not a prediction that a customer will renew or leave.

Use health for an operational decision  ·  Prepare account, role and Company access  ·  Review the Health dashboard  ·  Understand what the score can and cannot tell you  ·  Investigate a Company before taking action  ·  Record a useful risk assessment and verify the save  ·  Run an account-health review for recurring equipment incidents  ·  Troubleshoot missing scores and unexpected changes

Use health for an operational decision

B2B customer support often involves several Contacts, assets and ongoing cases for one organization. Health is useful because it gives the account review a shared starting point across that Company context. It does not replace a named case owner, an escalation plan or direct customer feedback.

Prepare account, role and Company access

The application applies authorized Division scope. A selector is a way to narrow the permitted data, not a way to bypass access. Contacts shown in a Company’s case and survey evidence provide context; current Health does not provide an independent health score for each Contact.

Review the Health dashboard

1. Open Health in the agent navigation. Its navigation description is Customer health.
2. Choose Reporting period. The picker offers the current month and the preceding 12 calendar months. On the first day of a month, the default is the previous month; always read the actual selection.
3. Choose the available Division filter when the review needs a narrower permitted scope.
4. Review the organization Health score and Customer signals such as NPS, CSAT and CES, then inspect Six-month health. Check whether data exists before interpreting an empty result.
5. Use Customer distribution and the At Risk, Warning and Champions cohorts to choose Companies for review. The Top At Risk list highlights an additional starting set.
6. Review the Succeeding in, Warnings and Failings areas to understand which measured aspects deserve investigation.
7. Open a Company’s health detail from its score/cohort result. Confirm the selected period and Company before continuing.

The monthly period, the six-month trend and the detail page’s last-90-day case/survey lists are different windows. Do not assume every visible count describes the same month. Keep the period alongside any score copied into an account-review note.

Understand what the score can and cannot tell you

Health is a weighted 0–100 aggregate of eligible metrics that have data and a positive configured weight. A metric meeting its target contributes its full weight, a warning contributes half, and a failure contributes zero. A metric without eligible data does not contribute in the same way as a measured failure. Company score publication uses a 180-day lookback, so the result should be interpreted alongside the selected period and the available evidence.

Scorecard weights and targets affect comparability. The health configuration editor’s available scope/type controls should be validated against the actual calculation path before an administrator promises a particular effect. Do not assume creating a separate Customer-type configuration independently changes published Company scores. Use a controlled, verified configuration change.

Investigate a Company before taking action

1. In the Company health detail, read Summary, including the assessed health risk and comments where present. Check the account context: first/recent case, Contacts, open cases and CSM/TAM/AM assignments where configured.
2. Read Service metrics and Targets. Note which measures have data, their units and how they compare with the applicable thresholds.
3. Compare the six-point Health History. A change in score is a reason to inspect the underlying population and configuration, not proof that one action caused it.
4. Read Survey Responses and Case History, which show last-90-day evidence. Open the relevant case IDs to inspect current state, customer impact and the actual conversation.
5. Use the Company-name link when you need the broader Company record. Check the relevant Contact, asset or supported environment through authorized customer/case context.
6. Record confirmed findings separately from hypotheses. Decide whether the next step is ordinary case follow-up, a customer conversation, a specialist task, an escalation or a knowledge improvement.

A high score can coexist with one urgent deployment-blocking case. A low score can reflect a small amount of feedback that needs careful interpretation. The operating decision should combine score, business impact, current commitments and evidence quality.

Record a useful risk assessment and verify the save

1. Open the intended Company through the authorized Edit action. Verify its name and identity before changing a customer record.
2. In Company health, review Health scoring. Change participation only when that is the intended administrative decision; turning it off or changing setup can clear the stored score.
3. Choose the appropriate Health risk assessment when you have evidence and authority to do so. Use the option labels described above.
4. Write Health comments that state the observed issue, evidence, responsible owner and review checkpoint. Avoid unsupported claims about renewal intent.
5. Save the Company and inspect the result. Relevant health changes trigger targeted recalculation and refresh.
6. If the page reports that the Company saved but recalculation failed, treat those as separate outcomes: reopen the Company to verify the saved fields, then investigate the calculation issue. Do not repeatedly overwrite the record in the hope of changing the score.

Example assessment: “Two cases are delaying the planned equipment rollout. The specialist is investigating the confirmed connection failure; the account owner will update the customer by Thursday. Recheck health after the agreed validation.” Replace the example facts with the actual case evidence and dates.

Run an account-health review for recurring equipment incidents

1. Select the agreed reporting month and Division, then identify the customer in a relevant cohort. Record the observed score and whether it has sufficient supporting data.
2. Open Company detail and compare recent case history. Confirm affected equipment, versions, customer Contacts and diagnostic findings before calling the incidents one problem.
3. Check survey comments and service measures against the cases. Determine whether the concern is repeated failure, delayed communication, a missed commitment or a different issue.
4. Agree a named owner and next action for each unresolved dependency. Escalate using the normal case process when the impact or stalled progress warrants it.
5. Update the authorized risk assessment/comments when it adds context the score does not express. Keep a clear review date and avoid duplicating private case details unnecessarily.
6. When a resolution is verified, improve the reusable knowledge article and check that the intended audience can find it. Revisit the customer commitments as well as the score.

The goal is a better account conversation and dependable follow-through. The platform does not guarantee a retention improvement or automatically complete these operational actions because a Company enters a band.

Troubleshoot missing scores and unexpected changes

Continue learning

• Review Company and Contact history
• Enable and review feature modules
• Interpret KPI scorecards
• Use Dashboard signals responsibly
• Manage customer escalations
• Turn verified resolutions into reusable knowledge