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Churn risk alerts

Usage, tickets and billing read for every account, each day. When one starts to go quiet, its owner hears why while there’s still time to help.

  • $12,500 fixed
  • Live in 3 to 6 weeks
  • Yours to keep
Let’s build your agent How it works
The review screen for Churn risk alerts: four items, three done, and one (Going quiet) waiting for the account owner, who is asked: Logins down 78% in a month, renewal in 75 days. Call Harrow & Finch this week?
How it works

Months before the renewal, the account owner sees usage fall.

Here’s a typical run, step by step: what automation handles, what the agent does, and the calls that stay with your team.

The workflow for Churn risk alerts, in 5 steps. It starts with “The morning check runs” and ends with “Healthy, or with its owner”. Each step lists what automation, the agent and your team do there.
Churn risk alertsA typical run
Starts withThe morning check runsEach account’s usage, tickets and billing from the day before, from the tools that already hold them.
Automation: Pulls logins and feature use from your product, open tickets from the support desk and payment status from billing, for every account.
~20h/mo

Step 1 of 5Gather the signals

  • Automation

    Pulls logins and feature use from your product, open tickets from the support desk and payment status from billing, for every account.

    Each signal already sits in a system. Collecting them every day is a scheduled pull.

Reads
  • Product data
  • Billing
Writes
  • CRM

~20 hours a month back

The agent: Sees Harrow & Finch’s weekly logins fall from 41 to 9 over a month, mostly on reporting, and that the last ticket asked how to export everything.
~30h/mo

Step 2 of 5Read what changed

  • The agent

    Sees Harrow & Finch’s weekly logins fall from 41 to 9 over a month, mostly on reporting, and that the last ticket asked how to export everything.

    A drop can be a holiday, a team change or a customer on the way out. Telling them apart takes reading around the number.

Reads
  • Product data
  • Support desk
Writes
  • CRM

~30 hours a month back

Automation: Applies your rules: how far usage fell, days to renewal, unpaid invoices, open tickets. Each score links back to the signals behind it.
~12h/mo

Step 3 of 5Score the account

  • Automation

    Applies your rules: how far usage fell, days to renewal, unpaid invoices, open tickets. Each score links back to the signals behind it.

    Once the signals are in, your weights and thresholds are arithmetic.

Reads
  • CRM
Writes
  • CRM

~12 hours a month back

Where teams differSome teams weigh usage most. Others put an unpaid invoice or a lost main contact above everything else.

The agent: Writes what changed in two lines, links the signals, and suggests a next step, like a call about reporting before the December renewal.
IfYour team: Calls Harrow & Finch that week, books a training session, or marks it a false alarm with a reason.
~18h/mo

Step 4 of 5Tell the owner

  • The agent

    Writes what changed in two lines, links the signals, and suggests a next step, like a call about reporting before the December renewal.

    An alert only helps if the owner can act on it in a minute. That means the why, not just a score.

  • Your teamIf it crosses your line

    Calls Harrow & Finch that week, books a training session, or marks it a false alarm with a reason.

    What to say to a customer who might leave, and what to offer, is a relationship call.

Reads
  • CRM
Writes
  • CRM
  • Team chat

~18 hours a month back

Where teams differAlerts can arrive as they happen or on a Monday list, with only the biggest accounts sent the same day.

Automation: Saves each alert, what the owner did and whether the account renewed, so your rules can be checked against what really happened.
~6h/mo

Step 5 of 5Keep the record

  • Automation

    Saves each alert, what the owner did and whether the account renewed, so your rules can be checked against what really happened.

    Keeping what happened beside each alert is how your rules get checked against real renewals.

Reads
  • CRM
Writes
  • CRM

~6 hours a month back

Ends withHealthy, or with its ownerScored and left alone, or an alert with the owner that gives the reasons and a next step.
Total~86h/mo

What changes

Account owners hear about a quiet account with the reasons laid out and a next step suggested. Healthy accounts stay off their desk.

  • 3steps automated
  • 2steps for the agent
  • 1call kept with your team

Pick any step to see what happens there and why it sits in that lane.

What it could be worth

~86 hours a month back

$51,600 a year in time

For a customer success team looking after about 800 accounts, at $50 an hour. We work out yours from your own volumes before you sign.

Let’s build your agent
What we customize with you

One proven agent, plugged into how you work.

Every team does this job a little differently, so we set these five with the people who do it today. We’ve done this in dozens of businesses, so we know where teams usually differ and ask about those first.

The agent

Same for every client
  • Follows the same proven steps
  • A person on every exception
  • Every decision logged
  • Tested on your past work first
  • Never contacts a customer or offers a discount

  1. Your systems

    Where the work comes in, and where the result goes.

    For this agentUsage from your product, accounts from your CRM, tickets from your support desk.

  2. Your rules

    The limits and exceptions it works to.

    For this agentThe signals that count, how much each one weighs, and when an account crosses the line.

  3. Your team

    Who signs off, and who covers when they’re away.

    For this agentEach account’s owner, and the head of customer success for your biggest accounts.

  4. Your channels

    Where your team hears from it.

    For this agentSlack for new alerts, a Monday list by email.

  5. Your output

    What it hands back, in the format you already use.

    For this agentAn alert with the reasons and a suggested next step, and a score on the CRM record.

Preparing renewal briefs and handing over escalations are other agents in the catalog. The call, and anything you offer to keep an account, stay with your team.

What you get

The agent, and everything that keeps it working.

  • The agentRunning on your systems, under your rules.
  • The review screenWhere the exceptions land for your account owners.
  • Your rulebookYour limits, exceptions and who signs off, in one place, often for the first time.
  • A test reportYour past account data, run through it and checked against the number.
  • The runbookHow it works, what to check, and what to do if it stops.
  • 30 days of tuningAfter it goes live, through a full month of your real account data.
The number we agree

Days from an account going quiet to its owner hearing about it. We measure it before we start, and again at day 30.

How we get there

Live in 3 to 6 weeks. About seven hours of your time.

We do the building. Your side: access, a year of account data, including the accounts that left, and a short weekly check-in.

  1. Before kickoff

    We send the access checklist.

    You, 2 hours. Access, an owner, and a year of account data, including the accounts that left.

  2. Weeks 1 to 2

    We connect your systems and set it up.

    You, 1 hour. Walk us through your rules.

  3. Weeks 2 to 4

    We test it on your past account data.

    You, 1 hour. Review what it flagged.

  4. Weeks 3 to 6

    It runs beside your team, then goes live.

    You, 1¼ hours. Work from the review screen.

Then 30 days of tuning, with a short check-in each week, about two hours of yours. At day 30 we show you the number and hand everything over.

After it’s live

It keeps running whether or not we stay.

  • It runs in your accounts

    Your cloud, your systems, and an AI account in your name, billed by the provider at their rates.

  • Changes in the first 30 days are included

    A new rule, a changed limit, someone new signing off. That’s what tuning is for.

  • After that, your call

    Your team edits the rulebook, the care plan covers it, or a bigger change is quoted first.

Churn risk alerts was part of a customer success build with a health score where every score links back to its inputs.

Questions

About this agent.

Do we need a health score already?
No. If you have one, it uses your rules. If not, we write them with your team from the accounts that renewed and the ones that left.
Will it email the customer?
No. It tells the account owner, with the reasons and a suggested next step. Who calls, and what they offer, is up to your team.
What if an alert is wrong?
The owner marks it a false alarm and says why. The reason goes into the rulebook, like a seasonal account’s quiet months, so it isn’t flagged for the same thing again.
Our process isn’t quite like this. Will it still work?
That’s the usual case. The job looks the same in most businesses, but the details never do. We map how your team does it today, then set the rules, systems and approvals to match. That’s what most of the 3 to 6 weeks are for.
How do we agree the number?
Together, before any work starts. For this agent it’s the days from an account going quiet to its owner hearing about it. We measure it before we start, and again at day 30.
What does it cost to run once it’s live?
Hosting and AI, paid straight to the providers, not through us. It usually runs 5x to 25x cheaper than doing the same work by hand, and we work out your figure from your real volumes before you sign.

Which warning signs does your team watch today?

Tell us how your team handles account data today. We’ll show you this agent on examples like yours, and whether it fits the fixed price.

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  • 3 to 6 weeksto live, then 30 days of tuning
  • $12,500fixed, per agent
  • Yours to keepno license fees
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