A company's health score

Every company has a health score from 0 to 100, worked out each night. It tells you at a glance which customers are doing well and which need a call before they leave.

What the score means

• Good: 70 or more.
• At risk: 40 to 69.
• Poor: under 40.
• Not enough data: fewer than two of the signals below have anything to read yet. ContactRoll shows no number rather than guess one. A new company with one person and no history reads this way.

The score is worked out from five signals, each scored from 0 (bad) to 100 (good):

• Open cases: its people's open cases, and how long they have been open. It counts only where its people have had a case in the last year.
• Satisfaction: the answers to the satisfaction survey on its cases in the last 90 days.
• Days since last contact: the last time anyone here wrote to, called or met one of its people. Up to 14 days is full marks; 90 days or more scores nothing.
• Overdue tasks: open tasks past their day on the company, its people, its cases or its deals.
• Email bounces: how many of its people have an address that bounces or that marked your mail as spam.

ContactRoll does not keep how many seats a customer pays for, so seats used against seats bought is not a signal.

See why a company scored what it did

1. Open the company's page.
2. Find Health. It shows the score, its band and when it was worked out.
3. Under Why, each signal says what it read (for example, "2 open cases, 1 open for more than a week") and its share of the score.

Find the companies at risk

1. Open Companies.
2. Choose Health, then At risk (or Good, Poor, or Not enough data).
3. The list shows each company's health in its Health column, and Export carries it too.

In Reports, a report on companies can be grouped by Health, or average the Health score.

Choose how much each signal counts

1. Open Settings, then Lead scoring, and find Customer health.
2. Give each signal a weight from 0 to 10. A weight of 0 leaves that signal out.
3. Press Save the weights. Every company is worked out again within a minute.

Only someone whose role may set the lead-scoring rules can change the weights. Everyone else can read them.

Do something when a company's health changes

A flow can start when a company's health changes to Good, At risk or Poor. Its first score is not a change, and neither is a move to or from Not enough data.

1. Open Settings, then Flows, and press New flow.
2. Under When, choose A company's health changes, then the band it changes to.
3. Add what it does: create a task (it is put on the company) or notify somebody. A flow on a company can also wait, or stop the flows after it.

Only somebody whose role sees the company is given its task or told about it.