how signals works
signals continuously monitors your customer data across every touchpoint, turning scattered events into a single, explainable view of customer health and risk.
from scattered tools to one clean signal stream
Your customer story lives across support, crm, product, feedback, and billing. Signals connects to these systems, pulls the important events, and turns them into one consistent stream.
support tickets
Volume, backlog, escalations, response times.
crm and opportunities
Renewal dates, deal stages, owner changes.
product usage
Logins, feature adoption, usage drops.
surveys and nps
Scores, comments, themes across touchpoints.
contracts and billing
Contract values, terms, payment issues.
simple, lightweight connectors
Start with your core systems and add more as you go. Signals focuses on the events that matter for health, not full data replication.
the signal stream
Every event is standardised with a driver, severity, and timestamp. That means a common language for risk across every customer.
adoption signal
daily active users dropped 18% in last 30 days
support signal
three escalations opened in 30 days
commercial signal
renewal inside 90 days with open risk flag
sentiment signal
recent nps comment tagged as high frustration
Signals keeps this stream clean so the scoring model stays simple and explainable.
one health model and a clear back to green plan
Signals reads the stream of events and turns it into a health score, tier, and clear reasons. You also get a simple, shared back to green plan that teams can own.
customer health
modelled from signals across support, crm, product, and billing
score
64 / 100
unhealthytop drivers
- usage dropped 18% in last 30 days
- three escalations opened this month
- renewal inside 90 days with open risk flag
weighting and confidence
adoption: 40% of score
support: 35% of score
commercial: 25% of score
confidence: high (signals present across four data sources)
The model is transparent. You can show any csm, leader, or customer why the score is what it is in a single view.
back to green plan
Signals suggests a small set of actions with owners, due dates, and expected impact. Teams can edit these or use their own playbooks.
run renewal risk review
expected +10 healthschedule exec check in
expected +8 healthstabilise support response times
expected +6 healthAs signals change, the score and plan update. Reviews move from defending scores to agreeing actions.
how teams use signals every week
Signals is not another dashboard that only one person understands. It becomes the shared view of risk across success, support, and leadership.
customer success
weekly view- Start the week with a ranked list of accounts by risk and renewal date.
- Focus one to ones and account plans on the customers that actually need attention.
what they see
support and operations
weekly view- See which customers are burning support capacity and at risk because of it.
- Tie backlog, response times, and escalations to actual revenue impact.
what they see
leadership
weekly view- Get a clear view of revenue at risk in the next 90 days.
- Track how back to green plans are progressing by owner and impact.
what they see
Signals gives everyone the same view of risk, the same language for drivers, and one place to track the plans that bring customers back to green.
Connects to the tools you already use
Signals pulls customer behaviour from your support, crm, revenue and telephony stack so you get one early-warning view without rebuilding anything from scratch.
Support & conversations
See which accounts are noisy, blocked or repeatedly asking for help.
CRM & revenue
Line risk up with pipeline, renewals and ownership so you know what is at stake.
Workflow & escalations
Surface product issues and engineering risk that put accounts at risk of churn.
Messaging & collaboration
Put alerts, daily risk lists and back-to-green plans where your teams already work.
Telephony & contact centre
Pull in call volume and call reasons so phone traffic is part of the stability view.
APIs & other signals
Bring in product events, CSAT/NPS and intent data through flexible connectors and APIs.
These are examples, not a closed list. If a signal lives in your stack, we can usually connect to it.
Ready to see Signals on your own accounts?
Bring a couple of customers you are worried about and we will walk through how a stability view would change the next quarter.