USR Customer Success help

See the screens

Sample company data. Screens can change as the app improves; the steps stay the same.

Welcome to USR Customer Success

USR Customer Success tells you which customers need a call today. It gives every customer a health score from 0 to 100 using usage, NPS, support tickets, last contact and payments, flags customers at risk and customers ready to buy more, forecasts renewals, and gives your team a playbook to follow for each case.

• Health score for every customer, with a trend of active users
• Risks and expansion signals, ranked by the money at stake
• Renewals with a forecast based on health
• Playbooks for risk save, expansion, renewal and onboarding
• Score settings, so you choose how much each part counts

Key ideas in simple words

• Health score. A number from 0 to 100 for each customer. Below 50 is at risk.
• Healthy, Watch, At risk. The three bands of health, shown in green, amber and red.
• Usage. How many people use the apps, compared with the seats bought.
• NPS. A score from 0 to 10 of how likely the customer is to recommend you.
• Risk. A sign that a customer may leave, such as falling usage or an overdue invoice.
• Expansion. A sign that a customer may buy more, such as using nearly all seats.
• Renewal forecast. The annual value times the chance to renew.
• Playbook. A short list of steps to follow for a case.

Do not wait for the customer to complain

Customers usually go quiet before they leave. Falling users, a low NPS, many tickets or late payments appear weeks before a cancellation. The health score brings these signals together so you can call first.

Money decides who you call first

Call today is ranked by money at stake: risk first, then renewals, then expansion. A small account at risk waits behind a large one.

Forecast with honesty

The renewal forecast is the annual value times the chance to renew: healthy 95%, watch 75%, at risk 40%. It shows what you can expect, not what you hope.

What each role sees

Manager guide

1. Open Overview and read Call today. Make sure each red customer has an owner and a call.
2. Open Playbooks and look at Running for each one.

Quick start in 5 steps (about 25 minutes)

1. Open USR Customer Success and read Overview: customers, average health, at risk, ready to expand, renewing in 90 days and trials running.
2. Open Score settings. Set how much usage, NPS, tickets, last contact and payments count.
3. Open Customer health and filter At risk.
4. Open Risks and expansion and click Act on a row.
5. Open Plan & billing and choose a plan.

Features step by step

5.1 Overview

The day's calls and the health of all customers. Steps: open Overview, click Open next to a customer, make the call.

Tip: make Call today your first job each morning.

5.2 Customer health

Every customer with their score and trend. Steps: open Customer health, click a filter, click a customer to see the detail.

Watch out: a low score is a reason to call, not a final verdict.

5.3 Risks and expansion

Every signal in two columns. Steps: open Risks and expansion, click Act next to a signal.

Tip: ask a promoter for a referral. USR Referrals tracks it.

5.4 Renewals

Upcoming renewals with a forecast. Steps: open Renewals, click Quote for a customer who is ready to renew.

Watch out: start the Renewal playbook 90 days before the date.

5.5 Playbooks

Short lists of steps for common cases. Steps: open Playbooks, read the steps, start one from Risks and expansion.

5.6 Score settings

How much each part counts in the health score. Weights are scaled to 100. Steps: open Score settings, change the weights, save.

5.7 Plan & billing

One bill covers every USR app through USR Billing.

INR excludes 18% GST. USD is for customers outside India. If a payment fails, you get a reminder on the due date and 3 and 7 days later. After 21 days the account becomes read-only, never deleted, until it is paid.

Leader guide

Open Overview and read Average health and At risk. Open Renewals and read the total forecast.

Cheat sheet

Tips

• Call the red customers first. Ask promoters for a referral. Log every call so last contact stays right.
• Keep the weights simple. Start the renewal playbook 90 days ahead.

If something is not working

Questions people ask

How is the health score worked out? From usage, NPS, support tickets, last contact and payments, with the weights you set in Score settings.

Can I change the weights? Yes, in Score settings. Professional includes custom score weights.

Is there a free plan? Yes. Free covers up to 25 customer accounts, with health scores and signals.

Where does the data come from? From USR apps, USR Feedback, USR Desk, USR Billing and USR CRM Lite.

Glossary

At risk: health below 50. Champion: the main supporter at the customer. Expansion: a chance to sell more. Health score: a number from 0 to 100. NPS: likelihood to recommend, from 0 to 10. Playbook: steps for a case. Renewal: the customer continues for another term.