Enterprise Health for Account Hierarchies

Hierarchy enabled customers must define their Enterprise Health settings, which give them the ability to drive even more value across their sub accounts, products, and channels by understanding how customer health differs across various levels of your account hierarchy.

Here are just a few highlights of Enterprise Health:

1. Health can be defined for your entire account hierarchy using Calculated Parent Health or health based on Sub Accounts.
2. View the health of all levels of the hierarchy directly from the account profile page.
3. Proactively take action on any enterprise health change by creating enterprise health-related tasks and email notifications (using SuccessPlays and Segment triggering)
4. The ability to communicate to key stakeholders at every parent account level when changes in health occurred.
5. Analyze trends in enterprise health to monitor and better understand your hierarchy health trends.

Similar to how non-enterprise health is shown, the health of each level in the account hierarchy is represented by 3 ranks: Green for Good Health, Yellow for Average Health, and Red for Poor Health. With Enterprise Health, the parent level account health is calculated based on an aggregation of the health of its child (or sub) accounts or using a set of rules you define.

• Sub Accounts Based Health gives you the ability to define health for parent accounts based on the status of their children’s health.
  For example, parent health is poor when more than 50% of its children are in poor health.
  You can choose to design the Sub Accounts health by one of the following two methods:
  • As a percentage of the number of sub accounts in good/average/poor health segments
  • As a percentage of the contract value of sub accounts in good/average/poor health segments
    
    
• Calculated Parent Health, you define health for parent accounts based on the defined set of rules. Rules can be a combination of account attributes, touchpoints/tasks, and hierarchy rollups.

Which configuration method should I use?

The decision for this is different for every company and it's usually based on the way your account hierarchy is structured and the way your company chooses to refer to the health of an account.

In general, if there is no health related dependency on child accounts, choose Calculated Parent Health method. This will calculate the parent account health based on the parent information and can even be based on sub account rollup metrics information.
If there is a health related dependency on sub accounts, and your company would like to get alerts on the health of sub accounts with high contract value, choose the Weighted by % of contract value method. This will give the accounts with the highest contract value more weight in the calculation of parent health versus the second method, Weighted by the % of sub accounts. Sub accounts will weight all accounts equally and calculate parent health by the number of accounts, not contract value. If all accounts are considered equal, then the right method for you is % of sub accounts.

If you select one of the sub account based methods, the diagram on the right side will demonstrate the logic of the calculation.

Sub Accounts Method of Calculation 

 % OF SUB ACCOUNTS

• When the defined percentage of sub accounts is green, the immediate parent account is green.
• When the defined percentage of sub accounts is red, the immediate parent account is red.
• When neither good or poor health criteria is met, the immediate parent account is yellow (average health).
  
  

% OF CONTRACT VALUE

• When the subtotal of the contract value of all green (healthy) sub accounts is equal to or above the specific percentage defined, the parent account is green.
• When the defined percentage of sub accounts’ subtotaled contract value is in a poor health, the parent account is red.
• When neither good or poor health criteria is met, the immediate parent account is yellow (average health).
  
  
  

  
To start designing Sub Accounts Based Health, go to the Enterprise Health Settings tab and switch to Sub Account Based Health.

After switching to Sub Accounts Based Health, the health calculation will start immediately, you can see a “Health is being calculated” message as long as the calculation occurs (it will disappear when the health calculation is done).

You should review the default Sub Accounts Based Health settings and change it by going to the Health Profiles tab, and click on the “Enterprise Health based on Sub Account health” (at the bottom of the page)

Note, you should not wait for the health calculation to finish before reviewing and editing the Sub Accounts Based Health.

Edit the Sub Account Based Health to best fit your company and your account hierarchy structure, and save it (you can save changes while the health is calculating, it will stop the running process and start calculating health based on the new saved definitions).

Calculated Parent Health Method

This is the default Enterprise Health setting.

To start designing Calculated Parent Health, go to the Health Profiles tab and start defining health profiles for parent and child accounts. Read more about creating new profiles in this article.

Note, since account type is important information about the account to enable more sophisticated analysis in the future, Totango encourages you to define account type for every account, and then use it in health settings as well.  

Retroactively Calculate Health

Once you enable the Enterprise Health feature and would like to have correct historical values for parent accounts, your Totango admin can now re-run daily health calculations for past days. 

Note, you can recalculate health up to 180 days ago.

Using Enterprise Health throughout Totango

ENTERPRISE HEALTH IN THE ACCOUNT PROFILE

Once the Enterprise Health is done calculating, you will see the representation of health of all levels of the hierarchy in two places: in the account hierarchy sub menus (hierarchy breadcrumb) under the account name, and in the Health widget on the account profile page.

In the account sub menus, each account will show its health next to its name, as shown below.

On the account profile page in the Health widget, you can now see the health of the parent account, health reason, and health trend line. In the child accounts widget, you can see the distribution of the sub-accounts shown in the health donut, the number of child accounts and the sum of the child account contract value.

• Account profile health widget for parent accounts when using Calculated Parent Health method
  
  
  
  
  
• Account profile health widget for parent accounts when using Sub Account Based Health method
  
  
  
  

How to leverage Enterprise Health in SuccessPlays, Segments and Reports

Health at the parent level can be used in segmentation and you can trigger enterprise health related tasks using SuccessPlays, analyze enterprise health using segments and reports, and even trigger emails based on parent health ranks.

 Customer Health Console

Health Console will take into account new parent account health when it displays the health of different segments.

Enterprise Health in Zoe

Zoe will present health for each parent account within an enterprise hierarchy.

Important Notes

• If you are an Enterprise customer and have account hierarchy, you must define your Enterprise Health Setting in order to see Health at the top (ultimate parent) account level. 
• You can use Calculated Parent Health or Sub Accounts Based Health method for your entire hierarchy. You cannot mix the two methods.
  
  
• Using rollup metrics - the Calculated Parent Health method supports adding rollup metrics to design parent health. This is a very powerful capability since it lets you design health based on the child account rollups and parent information within the same profile.
  Note, rollup metrics are based only on numeric information. If you’d like to rollup information, make sure it is sent to Totango as a number.
  For example, you want to measure the client level (which is a parent) by the CSM risk attribute (defined as “no risk”, “minor risk”, “at risk”, “high risk”). You should convert the CSM risk attribute to a numeric metric indicating the risk a customer will churn from 1 to 4, and create an average-based rollup metric to indicate the CSM risk at a parent level.   

 For more information about Customer Health, check out What is a customer health score