Client operations · Live demo
Quarterly account health check calls
Calls each customer's workspace admin every quarter with their account numbers, asks the health check questions and books the customer success manager when something needs attention.
Talk to Ruby at Quaywise
Quaywise is made up. Ruby is a real agent, set up the way we would set one up for you. Talk or type and ask what a client would ask. Bookings are pretend, so try anything.
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The problem
Customer success managers only have time to call their largest accounts each quarter. The rest hear from Quaywise at renewal, so an acquisition, a new team or a nagging bug goes unnoticed until it becomes a problem.
How it works
- Picks the accounts due a health check from Salesforce each week
- Calls the workspace admin and shares three numbers: active users, average onboarding time and open tickets
- Asks how satisfied they are out of 10, what's working, what's in the way and what's changing
- Adds any bug to the right support ticket and logs a health score in Salesforce
- Books the customer success manager when the score is 6 or less or a change is coming
What it connects to
- AgentHi Nia, it's Ruby from Quaywise with Ashgrove's quarterly health check. It takes about five minutes. Is now a good time?
- NiaSure, go ahead.
- AgentThanks. You have 118 of 140 users active, and your average onboarding time is down to 9 days from 16 at go-live. Out of 10, how satisfied are you right now, and is anything getting in the way?
- NiaAbout an 8. The Salesforce sync still creates duplicate contacts sometimes. And we're acquiring a firm in Denver, so we'll need about 40 more users next quarter.
- AgentThanks Nia. I've added that to your open ticket, SUP-4391, and noted the acquisition. Hannah Cole would like to plan the new users with you, and she has Tuesday at 11am or Thursday at 9am Central. Which works?
Illustrative conversation. Names, numbers and details are made up.
Related examples
More like this one.
Trial follow-up
Follows up trial workspaces based on what each team has actually done, and books help for the ones that have stalled.
Renewal and save calls
Calls customers whose renewal is close and whose usage has dropped, finds out why, and offers the agreed fixes before they cancel.
Renewal risk outreach before contracts lapse
Reaches customers whose contract is close to lapsing with a risk flag, like an unsigned renewal or a main contact who has left, and gets the renewal back on track.
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