Overview

Customer Health Score consolidates all the data about your customer and classifies them into a single health score.

It enables companies to speed up and scale communication, prioritization, decision making and forecasting of their customer success operations.

Totango offers two types of health calculations:

• Account Health. Read more 
• Multidimensional Health - New

Multidimensional Health

Multidimensional Health is a three tier health model: 

• Metric level (Totango attributes)
• Dimension level - metrics are categorized by Totango dimensions as defined in Data Modeler
• Account level

Multidimensional Health allows users to see areas (dimensions) with health problems: understand issues at a dimensional level not just in a single metric level

Multidimensional Health gives the ability to set weights to metrics and to dimensions to fine-tune the health calculation according to business priorities

Accurate health score (0-100) is calculated according to weights both for the dimension level and for the account level

Supported use cases

• Digital customer success manager  - My Portfolio health widget
• Enterprise customer success manager - Account Profile health widget
• Customer success team leader / Management - Analyze Customer Health SuccessBLOC

Best practices - Dimensions

Customer health scores can measure nearly all of your interactions with your customers when determining your score. The most common health dimensions are:

• Usage: What are the volume and depth of use?
• Adoption: Sold licenses and services versus actually being utilized, usage of sophisticated features
• Support: How many open support cases, Top priority support cases, Total support cases for customers
• Voice of the customer: Are you getting feedback from customers in the form of CSAT  and satisfaction scores?
• Sentiment / Risk: CSM sentiment
• Financial / Billing: invoices overdue
• Engagement: Last touchpoint

Example:

Account Health

• Early warning system - Alarm system
• Pinpoint problems right away: each one of the metrics which is in poor health will set the account health to poor
• Only if all the metrics are in good health the account health will be good
• Everything is of equal importance
• Allows team to execute quickly

Using Multidimensional Health

Choosing Account Health or Multidimensional Health

In Global Settings/ Data Management/ Health Designer, you can choose between Account Health and Multidimensional Health models

Note: Existing Totango customers will have Account Health as the default to maintain their current health scores. For new customers the default is Multidimensional Health

Note: Existing customers need to enable Multidimensional Health beta toggle. this can be done in one of two ways:

1. In Global Settings/My Account:

2. In Health designer:

Each model has its own health profiles, users can edit and create new profiles for each model separately.

Moving from one health model to the second one is a two steps process to ensure data continuity:

• If you are in Multidimensional Health for example and it is the active model, click Account Health. You can now create and edit health profiles for Account Health while the health in the Totango service continues to be calculated with Multidimensional Health which is still active. This allows you to finalize the process of health profiles creating without affecting the calculations of health in the service
• Health preview is available to see the results of the new profiles created
• once ready, click 'Activate Account Health' and confirm it in the confirmation box to change the health calculation in the entire service.
• Same for changing from Account Health to Multidimensional Health: 
  • If you are in Account Health and it is the active model, click MultiDimensional Health. You can now create and edit health profiles for Multidimensional Health while the health in the Totango service continues to be calculated with Account Health which is still active. This allows you to finalize the process of health profiles creating without affecting the calculations of health in the service
  • Health preview is available to see the results of the new profiles created. Side-side attributes are also available to compare health ranks (see below)
  • once ready, click 'Activate Dimensional Health' and confirm it in the confirmation box to change the health calculation in the entire service.
  • See here how multidimensional health is calculated

Note: When changing from Account Health to Multidimensional health, Dimensional Health attributes are available to use in segments and account profile for side-by-side comparison before activating Multidimensional Health (see below)

Create / Edit Multidimensional Health profiles

1. Click 'New Profile' to create a new profile, or, click on an existing profile name to view and edit it
2. Choose the account type, products and segment of accounts
3. click 'Add Metric' to add a metric to the profile
4. Metric will automatically be added under the dimension it belongs to as defined in Totango Data Modeler
5. For each metric you need to chose both Poor and Good condition. Average condition is automatically defined as the criteria not covered by Good or Poor
6. Define weights for Metrics and Dimensions. (integer weights only)
7. Note: All metric weights for each dimension should sum up to 100% and all dimensions weights should sum up to 100%. All weights should be integers

Note: For new customers, the Totango systems will include a Default Multidimensional Health profile that is fully functional out of the box.

Multidimensional Health Settings

1. Define ranges for Good Average and Poor health by moving the sliders (Multidimensional health only)
2. Note: poor can be up to a maximum of 50, good can start from a minimum of 55
3. Select Enterprise calculation method for accounts modeled in hierarchy. Read More.

Multidimensional Health Preview

For each Multidimensional Health profile you can see preview of the heath calculation results in 3 ways:

1. At the top of the screen:
   1. Average health score for all  the accounts in the segment of this profile
   2. Number of accounts in the segment of this profile
   3. How many accounts are in Poor/Average/Good health rank
2. Next to each dimension - details on the dimension score of all  the accounts in the segment of this profile
3. Clicking the Preview button on the top right of the screen - All the detailed metric and dimensions calculation for all  the accounts in the segment of this profile

Multidimensional Health Attributes for side-by-side comparison

For existing customers that are using Account Health and want to move to Multidimensional Health we offer side-by-side attributes to compare their current Account Health ranks to Multidimensional Health ranks and scores.

These attributes are available from the moment you start creating Multidimensional Health profiles and allows you to compare the health scores to your  current health scores before you activate Multidimensional health.

These attributes can be used in segments and account profile in addition to the current health rank to see the differences between Account Health and Multidimensional Health.

The attributes are:

1. Dimensional Health Account score - account level score (0-100)
2. Dimensional Health Account Rank - account level rank (red/yellow/green)
3. Dimensional Health Rank (for each specific dimension) - dimension score (0-100)
4. Dimensional Health Score (for each specific dimension) - Dimension rank (red/yellow/green)

Multidimensional Health calculation

Multidimensional health is calculated bottom up in 3 steps:

1. Metric score: Metric score is:
   1. 100 - if the good criteria is met
   2. 0 - if the poor criteria is met
   3. 60 - if the average criteria is met (meaning that its not in good and not in poor) or f the metric has no value for this customer
   4. Note: If a metric value is not defined for a specific account and if 'No Value' is not part of one of the metric conditions in the health profile, it will be ignored and not included in the health calculation. Same for any dimension that all its metrics don't have values:
      1. When an attribute is ignored, its weight is distributed between all the other attributes on the same dimension proportionally to the attributes weights
      2. Same for dimension: ignored dimension weight is distributed between all the other dimensions proportionally to their weights
      3. Example: Let's say we have a dimension with 3 metrics with the following weights:
         1. Metric1 - 60%
         2. Metric2 - 20%
         3. Metric3 - 20%
         4. If Metric3 does not have a value and it is ignored, the 20% weight of Metric3 will be distributed between Metric1 and Metric2 proportionally meaning Metric2 will get 20/80= 25% and Metric3 will get 60/80=75% . As you can see, before the change, Metric1 weight was 3 times than Metric2 (60% vs. 20%)  and this proportion is kept after the change as well (75% vs. 25%)
            
         5. After the weights distribution, weights that are not integers are rounded to the nearest integer.
         6. Here is how you can see when a dimension or a metric/attribute is ignored in the health widget in Account profile. Note the ignore dimension weight is changed to 0% and other dimensions weights are adjusted accordingly:
            
            
         7. If you define 'No Value' as one of the conditions of the metric in the health profile (Good or Poor conditions) , the metric will not be ignored and will get the value of Good or Poor depending on where 'No value' is defined in the health profile.
2. Dimension health score: Dimension health score is the weighted average of the metrics score in the dimension. The calculation is: MetricScore1 X Weight1 + MetricScore2 X Weight2 + ...MetricScoreN X WeightN .  Dimension health score is a number between 0 and 100 that we round to the closest integer number
3. Account health score: Account health score is the weighted average of the all dimensions health scores. The calculation is: DimensionScore1 X Weight1 + DimensionScore2 X Weight2 + ...DimensionScoreN X WeightN .  Account health score is a number between 0 and 100 that we round to the closest integer number
4. See a calculation example:

Note: Historical health can be calculated only from the date Multidimensional Health was activated.

Consuming Multidimensional Health data

My portfolio Health widget

3 cards widget:

The first card shows the account level Multidimensional Health aggregated for all My Portfolio accounts. Health Score is the average Multidimensional health score. you can see how many accounts are in good, average and poor health and the aggregated contract value for each group. Clicking on each section opens Totango segment with all the accounts for this section and their health details.

The 'Health Score' value in this card is the average of all the My Portfolio accounts Multidimensional health scores.

The second card is a drill down into the dimensions level. you can see the aggregated health scores of your portfolio accounts sorted by contract value at risk (ascending or descending), meaning the aggregated contract value of all accounts in red for this dimension. Clicking on each section opens Totango segment with all the accounts for this section and their health details.

The Third card is also drill down into the dimensions level. you can see the aggregated health scores of your portfolio accounts sorted the dimensions health score (ascending or descending). Clicking on each section opens Totango segment with all the accounts for this section and their health details.

Clicking the '+' button in one of the dimension level cards will open more details on the accounts scores for this dimension. Clicking on each section opens Totango segment with all the accounts for this section and their health details.

This is the segment opens from My Portfolio. Clicking 'Go to Segment' will open a full Totango segment that you can edit and save.

Account profile Health widget

The new Multidimensional Health Account Profile widget, shows the account health score (0-100) , Account health ranks (green/yellow/red) and all the dimensions score of the account.

Clicking the '+' button next to each dimension, will open the metric level to show the health score for each metric, and a hover display, shows the definition of good and poor for this metric , so you know where you are relative to the defined values.

Hover on the account health shows the ranges for good/average/poor health as defined in Health Settings in Global Settings/Data Management / Health designer

Analyze Customer Health SuccessBLOC

This SuccessBloc gives you an immediate insight of all the health data for a given segment of accounts including Multidimensional Health trends, dimension level and account level health status

You can modify and create new ScoreCards for different segments or for different dimensions

The Canvas tab of the SuccessBloc includes 3 tracks out of the box:

1. Capitalize on good health
2. Reduce accounts in poor health
3. Automation and Operations

These include out-of-the-box tasks and campaigns to engage customers and improve their health status.