Customer Health Scoring Automation Blueprint
Know which customers are at risk before they tell you. The agent scores every account weekly and alerts your CS team to intervene early.
Workflow blueprint
Weekly automated scan of all active customer accounts
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Data collection
AI Agent HubSpotPull usage metrics, support ticket count, last login date, and NPS score for each account.
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Score calculation
AI Agent Google SheetsCalculate health score (0-100) based on weighted criteria: usage, engagement, support, and sentiment.
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Risk categorization
AI Agent Google SheetsSort accounts into healthy (80+), neutral (50-79), and at-risk (below 50) categories.
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At-risk alerts
AI Agent SlackPost at-risk accounts in the CS channel with score breakdown and decline reasons.
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Outreach assignment
AI Agent GmailAssign at-risk accounts to CSMs with suggested intervention actions based on the decline drivers.
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CSM intervention
HumanCSM reaches out to the at-risk customer and logs the outcome.
At-risk customers identified 45 days earlier. Churn reduced by 20% through proactive outreach.
Composite Health Score
A single 0-100 score combining usage, engagement, support history, and sentiment data.
Traffic Light Categorization
Accounts are green (healthy), yellow (neutral), or red (at-risk) for quick prioritization.
Early Warning
Score drops trigger alerts before the customer raises a complaint or starts evaluating alternatives.
Intervention Playbooks
Each risk factor comes with a suggested CSM action based on what has worked before.
Trend Tracking
See health score trajectories over time. Spot gradual declines that point-in-time checks miss.
Weekly Digest
CS leadership gets a weekly summary of the portfolio health and notable score changes.
FAQ
What data sources does the health score use?
Product usage, support ticket volume and severity, last engagement date, NPS/CSAT scores, and contract value. You weight each factor.
Can I adjust the scoring weights?
Yes. During setup, you define how much each factor contributes. A SaaS company might weight usage heavily, while a services company might weight engagement.
How often does the score update?
Default is weekly. For high-touch accounts, you can set daily scoring.
What if a healthy customer suddenly drops?
Sharp score drops (15+ points in a week) trigger an immediate alert regardless of the absolute score.
Protect your customer base
Spot at-risk accounts 45 days earlier. Intervene before they churn.