Customer health
What counts, and what doesn't.
Case volume, repeat contact, unresolved complaints, feedback, broken promises, response times missed, renewal proximity. Not message tone, and not anything resembling sentiment scoring of a person.
Behaviour over sentiment
Contacting you three times is a fact. Sounding annoyed is an interpretation of somebody's writing style, and often wrong across languages and cultures.
Your own failures count most
A broken promise and a missed response target weigh more than the customer's volume, because those are the things you can actually control.
Weights are visible and adjustable
You can see what contributes and change it. A health model you cannot inspect is one that gets quietly ignored after the first wrong call.
Customer health
The rest of this area.
Three explainable states, each with the evidence that produced it.
The three states
Healthy, needs attention, at risk — and nothing in between.
Why this state
The specific reasons, always shown.
Renewal risk
Service history set against the renewal date.
Alerts
Being told when a relationship turns, not when a ticket arrives.
Across the customer base
Patterns in health, not just individual accounts.
Take better care of every customer.
Give your team the context, knowledge and AI they need to resolve problems properly — and know who needs attention before they ask.
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