Customer Service · Module 22
Customer Health
Spot Trouble Before the Customer Says a Word
A "health score" is like a report card grade for how happy a customer probably is — one number instead of guesswork. How to give every account its own health score, plus a live scoreboard for how your whole support team is performing.
About & Business Case #
Why "the customer seemed fine" isn't good enough #
"We only find out an account is unhappy when they call to cancel. I want one number that tells me which accounts are quietly slipping, before it's too late to fix it. And I want to see if my whole support team is actually getting faster or slower."
"Churn" means a customer leaves and stops paying you. Churn rarely announces itself ahead of time. It shows up as fewer logins, a string of unresolved support tickets, and a falling satisfaction score. SmartLite already has all of that information — it just needs to be pulled into one score.
What you get out of it
A ranked list of at-risk accounts to act on today, plus one dashboard that shows whether your service quality is improving or slipping.
Implementation #
One score per account, one scoreboard for the team #
Every account has a Health Score field from 0–100, and Customer Health turns those scores into bands and an "Accounts Needing Attention" list. The Health Score settings let you weight the signals that matter to you (satisfaction surveys, open support tickets, recent activity, contract renewal), but SmartLite does not calculate the score for you yet. Set it yourself: type it on the account, import it, or keep it updated with a workflow rule or a Custom Class.
Three health bands (like a traffic light)
A score of 70–100 is Healthy (green), 40–69 is At Risk (amber), and 0–39 is Critical (red). The Health Overview tab shows how many accounts fall into each band, plus a list called "Accounts Needing Attention" — your worst scores, sorted to the top so you see them first.
Success Plans
For an account that needs hands-on attention, create a Success Plan: a start and end date, plus a checklist of milestones (steps you plan to complete). Each milestone tracks its own status (Not Started, In Progress, Completed), and the plan shows a percent-complete bar so you can see progress at a glance.
Service Analytics
The Service Analytics page is the team-wide scoreboard. Up top it shows Open Cases, Cases Created Today, CSAT Average (CSAT is short for Customer Satisfaction — a score from customer surveys), and SLA Breach Rate (how often you missed your promised response time). Below that are tabs for Case Volume (by status and priority), Agent Performance (cases handled, resolution rate, and CSAT per agent), and Backlog Ageing (how long open cases have been sitting, grouped by age).
1 Find an at-risk account and start a Success Plan #
How to Use #
Day-to-day: customer success managers #
Day-to-day: support managers #
What to try next
Look at the Case Management, SLA & Routing trail — it's the data source this page's scoreboard is built from.