The Health Score That Turned Reactive Support Into Proactive Retention
A data services team's support model was purely reactive — daily tickets, no view of how any client relationship was actually doing. See how a health-scoring model built from the ground up gave them a proactive read on every account, for the first time.
Executive Summary
This Is The Way
The Way It Was
A data services team inside a national credit and data services company had a steady, sizable client base — and a support model that was purely reactive. Every day was daily tickets and daily fires; nobody had a view of how any given client relationship was actually doing as a whole, so an account could be quietly circling the drain for months before anyone noticed, and an upsell opportunity could sit unrecognized right alongside it. There was no shared, structured way to say "this client is fine" versus "this client needs attention now" — just whoever happened to be handling that day's request.