Health Monitoring — Automated Customer Health Scoring

CAMCESS provides automated health scoring with 20+ data points, intelligent alerting workflows, and predictive risk detection. 35% reduction in churn, 90-day early warning, 100% customer coverage.

Pain Points Addressed

1. No Early Warning System — 70% of churned customers never complained before leaving
2. Gut-Feel Decision Making — Directors can't prioritize resources without data
3. Reactive CS Approach — 60% of time wasted on customers who already left

Solutions

1. Automated Health Scoring

Real-time scores based on 20+ data points including usage, engagement, support tickets, and custom signals.

• Workflow: Track usage → Calculate engagement → Factor support tickets → Generate score → Update dashboard

2. Intelligent Alerting Workflows

Automatic CSM notifications when health scores drop below thresholds.

• Workflow: Score drops below 60 → Alert CSM → Create task → Track resolution → Update health

3. Predictive Risk Detection

ML-powered 60-90 day churn prediction to catch issues before they become critical.

• Workflow: Analyze patterns → Predict risk → Trigger playbook → Assign CSM → Monitor success

5-Step Automated Workflow

1. Daily at 8 AM → Calculate health scores (20+ data points)
2. Score < 60 → Alert CSM with context and actions
3. Score < 40 → Escalate to Director + trigger urgent playbook
4. Negative trend (3 weeks) → Send warning with analysis
5. Score improves → Notify team + document success

Results

• 35% reduction in churn
• 90-day early warning capability
• 100% customer coverage
• Real-time health dashboard: 156 healthy, 24 at-risk, 8 critical

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