Churn and escalation detection
Bring support, usage, billing, and relationship changes together so account teams can investigate risk before the customer escalates.
1.
Establish the baseline
Record normal account activity, renewal timing, open issues, and the people responsible for the relationship.
4.
Coordinate the response
Brief the account owner, agree an intervention, and monitor the customer’s response.
2.
Detect meaningful change
Watch for sustained usage drops, repeated support issues, billing friction, and changes in key contacts.
3.
Investigate the risk
Review the combined evidence and separate a temporary disruption from a pattern that needs attention.
Evidence in, action out.
The operating problem
Risk signals live across usage, support, billing, relationship notes, and external events, so no single team sees the whole pattern.
How the workflow runs
Compare account changes with its normal activity, investigate the contributing evidence, and route a coordinated response to the owner.
Evidence and inputs
Usage, support history, billing, renewals, success plans, meeting notes, sentiment, and account events.
Actions and handoffs
Update health context, flag risk, identify affected stakeholders, recommend an intervention, and monitor response.
Operating outcome
Earlier, more specific retention action and fewer surprise escalations.
Controls for production
Transparent factors, protected-attribute exclusion, account-team review, severity thresholds, and no autonomous customer messaging for sensitive cases.
Understand why an account needs attention
Give account teams a current view of the events behind a risk flag and a clear owner for follow-up.
Forge
Combines account data and rules to coordinate retention workflows.
Heimdall
Monitors usage, service, billing, and stakeholder changes.
Mimir
Explains account risk using recent interactions and evidence.
One intelligence layer from plan to delivery
16x
Faster time-to-insight
5
Fewer tools needed
80%
Avg. cost reduction
8 hrs
Saved per team per week
Bring risk context into account management
Connect CRM, support, product analytics, and billing so account teams can review evidence and manage follow-up in their existing tools.
Turn AI potential into real business outcomes
Resources
Certified
Compliant
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