The CRM knows what your customers already have: subscriptions sold, support contracts, hardware and licences in the CMDB, tickets, satisfaction. It uses this for three things: never missing a renewal, spotting upsells and measuring each customer's health. Everything is in CRM āŗ Installed base (address: /crm/installed-base) and in the "Health and installed base" panel of the account record.
Each source only exists if its module is installed: without the support module, no support contract renewals; without the CMDB, no warranties or licences. Nothing breaks either way.
Renewals
Every morning, installed-base due dates that are getting close become a renewal opportunity, assigned to the account owner:
| Source | Due date | Default lead time |
|---|---|---|
| Subscription sold by the CRM | Subscription renewal date | 90 days before |
| Client contract (Contract management module) | Contract end date; a subscription linked to a contract is renewed through the contract | 90 days before |
| Support contract | Contract end date | 60 days before |
| Asset warranty | Warranty end | 90 days before |
| Software licence | Expiry date | 60 days before |
A due date gives only one opportunity. If you delete the opportunity, it is not recreated. The Renewals tab lists the due dates handled, with a link to the opportunity.
An asset or licence belongs to the customer of the person who owns it (or to whom it is assigned) in the CMDB. A customer with no CRM account yet is ignored until its account is created.
Upsells
The installed base also reveals needs:
- Hardware at end of life: expired warranty, or hardware bought more than 5 years ago (adjustable threshold);
- Licenses near capacity: more than 90% of the seats purchased are in use (adjustable threshold);
- Support credit used up: the support contract's prepaid credit is used up or below its alert threshold.
Each signal becomes a proposal in the Upsells tab and on the account record. For each one:
- Opportunity or Task: creates an upsell opportunity, or a follow-up task, in your name;
- Reject: the proposal is filed, with a reason if you wish. It will not be proposed again for the same item.
Administrators can have the opportunity or task created automatically, for the account owner.
The health score
Every night, each customer account gets a score from 0 to 100:
- 70 and above: healthy;
- 40 to 69: to watch;
- below 40: at risk.
The score combines the components available for that customer, each scored from 0 to 100, over the last 90 days:
| Component | What is measured |
|---|---|
| Tickets | Number of tickets, high-priority ones weighing more |
| SLA compliance | Share of tickets resolved on time |
| Satisfaction | Average score of satisfaction surveys |
| Major incidents | Major incidents raised from one of the customer's tickets |
| Support consumption | Prepaid credit used up or below the alert threshold |
| Unpaid invoices | Fully invoiced, unpaid orders whose last invoice is more than 30 days old (an order billed monthly and paid is never penalised) |
| Recent sales activity | Days since the last exchange (call, meeting, emailā¦); an account with no exchange at all has no such component |
A component with no data for that customer leaves the calculation: the others count for more. The account record shows the score, its six-month trend, and the score and weight of each component. The ā» button recalculates the score straight away. The raw measure (remaining hours, satisfaction average, number of ticketsā¦) only appears if you have access to the module concerned; otherwise only the score is shown.
If the score drops sharply (15 points in 30 days, by default), the account owner is notified once.
Account health also counts in an opportunity's risk ("Deal risk" card): an account that is "at risk" or whose score has lost at least 15 points adds a signal to each of its deals.
In the account list, the Health column shows the score; the Health filter and the "Health (at risk first)" sort let you deal with fragile customers first. The Customer health dashboard widget sums up the situation.
What you see stays within your rights: only the accounts you can view appear, and the detail of tickets or invoices stays in their own module.