Customer view
Customer view
The customer file is organized by tabs, where you'll find detailed information on your accounts.
# Overview
In the overview, you'll find key information on the account's health: on the left, the evolution of the score over the last 12 weeks (or 12 months); on the right, the current score and the intermediate scores that make it up. For more information on how the health score is calculated, see : How the health score works.
Above the graph :
- Use the drop-down menu to select weekly or monthly trends.
- "Show Details" allows you to view the evolution of each intermediate score (usage, interactions, CSM Pulse, agreement), in addition to the overall health score. Each label in the legend can be shown/hidden with a simple mouse click.
Info
You can also click on a curve's label to remove it from the display and then focus only on other curves.
Below, you'll find two blocks:
- On the left, several key customer KPIs (interactions, usage, contracts).
- On the right, "Focus Areas" allows you to record more macro information about your customers - specific information is best recorded as "Notes" in the "Interactions" section.
# Interactions
# Key indicators
Several indicators are positioned at the top of this section:
Here's what they stand for:
- Last Touch: date of last interaction with the customer. The "last touch" corresponds to an interaction involving the customer (incoming email, reply to an email, meeting, call). An unanswered email sent by your company is not counted here.
- Last user touch: date of last Skalin user interaction with the customer. The "last touch" corresponds to an interaction involving the customer (incoming email, reply to an email, meeting, call). An unanswered email sent by your company is not counted here.
- Last meeting: date of last telephone appointment with a customer and identified as such (by default, an appointment in your calendar is considered as a meeting).
- Last meeting: date of last appointment with a customer
- Last sponsor touch: date of last interaction with the sponsor. The "last touch" corresponds to an interaction involving the sponsor (incoming email, reply to an email, meeting, call). An unanswered email sent by your company is not counted here.
# Centralising interactions
Below, you'll find all interactions with your customers, whether they're your own or those of someone else in your company. They correspond to :
- Emails and meetings with your customers (if you have connected your messaging system)
- Tickets opened by your customers (if you have connected your ticketing tool)
- Events logged in your CRM, such as emails/meetings/calls/notes, including those logged by people who do not have a Skalin license (e.g. the sales team).
Good to know
If you use a VOIP solution such as Aircall or Ringover, and your calls are automatically logged in the CRM, Skalin automatically synchronizes them.
You can reply to received emails directly from Skalin, by expanding an incoming (In) email and clicking on "Reply to all" on the right.
The horizontal bar lets you filter a particular type of interaction:
Advanced filters allow you to filter on :
- A specific contact directly (to be selected in the list)
- Interaction Tags: interactions with specific Tags (bug, business review...).
- Contact Tags: conversations with a specific type of contact (champion, sponsor...).
- Choose contact: exchanges with a specific contact.
You'll then notice that all your written conversations have been automatically scored by Skalin to distinguish between positive, negative and neutral conversations. To understand how this works, see Focus on sentiment analysis :
- You can overwrite a rating manually, if you feel the rating is wrong. You can differentiate a rating you set from an IA rating thanks to the IA logo next to the rating. Only incoming emails are considered into the Interaction score, even if outcoming emails are also rated by the IA.
- We recommend that you leave a rating on meeting or call type interactions, as this helps to calculate a precise health score (to be done here or in My Actions).
# Using the CSM Copilot Interaction tool
The AI tools button gives you access to advanced functions for interpreting the exchanges you have with your customer.
By clicking on it, a panel opens on the right, and you can then use one of the 5 prompts provided, or write your own and ask the AI Assistant to generate an answer based on the last 6 months of interactions (all data stay in Europe).
While the AI is working to generate a result, you can reduce the lateral panel and continue to work. This little icon indicates that the answer is still being produced:
When a red dot appears, your result is ready:
You can then:
- save the produced result in a note by clicking on "Create Note"
- continue chatting on the topic with Claude by writing an answer in the prompt field
- start a brand new conversation on this client
To learn more about this feature, watch our webinar: https://www.youtube.com/watch?v=TehD8PDKcBY (opens new window)
# Creating a new interaction
To create a new interaction, click on "Create new interaction".
All you have to do is fill in the relevant information and click on Save in the top right-hand corner.
Good to know
By default, the sentiment on this new interaction will be taken into account when calculating the interaction score. You can exclude this interaction from the calculation by checking the "excluded" box at the very bottom.
# Sending an email from Skalin (outside of a playbook)
You can also compose a new email to your customer directly from that customer's Interactions page.
Click the arrow next to "Create new interaction" then click "Create an email".
Then choose your contacts at the customer's company or type their email directly, and compose your email as usual — your signature is automatically added at the bottom.
It is normal **not** to see the email instantly in the interactions list — it will appear 30 minutes later. :::
# Usages
Several indicators are positioned at the top of this section:
Here's what they stand for:
- Last Activity: date of last connection to your product.
- Nb connect 30d: total number of connections over the last 30 days (if 10 users have connected 5 times, then Nb connect 30d = 50).
- Trend vs. M-1: evolution of the number of connections over the last 30 days, vs. the previous 30-60 days. A figure greater than 100% indicates an increase in connections.
- Active users: proportion of contacts with at least one connection over the last 30 days, relative to the total number of contacts.
The graph on the left shows the evolution of the number of connections over the last 12 weeks. To switch to the last 12 months, use the drop-down menu at the top right of the graph.
On the right you'll find a list of all users considered active, i.e. with at least one connection in the last 30 days. The date of last activity and number of visits over the last 30 days are shown for each user.
Below, you'll find details of the features used. On the left, the size of the bubble is proportional to the use of each feature, to give you a clear idea of your customer's usage. On the right, the table summarizes the number of uses for each part, as well as the evolution of the number of connections compared to the previous month.
# Contacts
The contact tab lists the contacts linked to your customer, with their main attributes (surname, first name, contact details, etc.). Last touch and Last activity show the number of days elapsed since the last interaction and the last connection date.
You can create a new contact by clicking on the "Create contact" button. All you have to do is fill in the information and save.
# Opportunities
If you subscribed to this feature, you will find in this tab all opportunities related to this client. You can filter on your opportunities or those of a specific owner or team in the banner at the top. In the table of opportunities, we distinguish the opportunity total amount from the estimated amount, which corresponds to the amount weighted by the probability of the opportunity's current phase. For example, in the Open phase, we consider that an opportunity has a 10% chance of being closed, the estimated amount is therefore 10% of the total amount for Open opportunities.
You can create a new contact by clicking on the "Create opportunity" button. All you have to do is fill in the information and save.
# Agreement
Several indicators are positioned at the top of this section:
Here's what they stand for:
- MRR: customer's MRR.
- Renew in: duration before the end of the notice period or contract. For a contract with tacit renewal, the notice date is equal to the contract end date minus the notice period; for a contract without tacit renewal, the notice date is equal to the contract end date.
- Auto renew: whether the contract is tacitly renewable or not.
- Payment: indicates whether or not the customer is up to date with payments.
Below you'll see all contracts history, in some cases created by Skalin, in others coming directly from your CRM. You can also filter on the agreement's status you are interested in. You can find more on agreement statuses here.
Note that a customer can have several active contracts at the same time, if this is relevant to your business. In this case, Skalin sums up the MRR of the active contracts at time T to calculate the customer's MRR.
To check a contract's details, you can either add columns to the table, using 
button, or click on the eye, then on the Agreement tab on the side panel:
If the contract source is "UI," it means the contract was created in Skalin. If it displays your CRM or billing tool name, it means the contract was imported directly from the integration with that other tool.
You can also easily renew a contract with tacit but manual renewal using the "Renew" button.
Use the "Create a new agreement" button to create a new contract.
A modal will then open on the right, in which you'll need to specify information such as the MRR, contract start date and contract end date. You will also need to choose a "Standard Agreement" and indicate whether it is the initial contract, a renewal, an amendment to the current contract or a service delivery.
Note
The aim is generally to automate the creation of contracts from an existing system (CRM, invoicing tool...) where applicable. See available integrations.
On the right, you can manually indicate whether or not your customers are up to date with their payments. Use the drop-down menu to update this information.
Finally, you can view and add attachments at the bottom right of the screen. Once added, they can be previewed by simply clicking on the document icon.
# Tasks
The Tasks tab summarizes all tasks and projects in progress with a customer. The filters above allow you to filter the display according to various criteria (person assigned to the task, due date), while the "completed projects" button gives access to finalized projects and tasks.
The button 
toggles between project view, list view and Kanban view. Example of Kanban display:
For more information on tasks and projects, see Tasks.
# Playbooks
The Playbooks tab gives access to all Playbooks currently running on a client. Filters at the top of the screen can be used to filter relevant items.
It is also possible to run a Playbook on the current customer by clicking on the "Run Playbook on customer" button in the top right corner.
You have a clear view of each playbook's progress thanks to the displayed color:
- green: the playbook ran smoothly until the end
- blue: the playbook started and requires an action to be done before resuming, you will find it in the My Actions section
- orange: some steps encountered errors but the playbook could still run till the end
- red: the playbook is stuck at some step and can't run further
To understand better what happened on orange and red playbook executions, you can click the eye to the right of the colored line:
It shows the playbook in its usual format, highlighting in green the steps which ran smoothly and in orange the incorrect steps. Click on one of them to get more details on the issue.
If the issue was related to a missing champion to send them an email, you can add a champion to the account and click the Retry button to run the step again, or you could choose to Skip this step. In case the email contains data related to the champion, like their first name, you cannot simply Retry the step because the email is generated when the playbook initializes. You should run the playbook on the customer again.
For more information on Playbooks, please refer to the Playbooks section.
# Settings
This section gives access to the account parameters and defines the team in charge.
On the left :
- Customer name: account name.
- Customer domain: customer domain name.
- Customer ID: account identifier - in case of an automatic customer synchronization, this is usually an internal ID or the CRM ID. This is the main key that enables Skalin to know that a customer is the same on your different systems (CRM, billing, etc.). On this subject, see the ID Consistency principle.
- Parent customer: indicates the affiliation of a subsidiary or country to a global entity. For example, St-Gobain FR and St-Gobain UK both belong to the St-Gobain Groupe, or Instagram and Facebook both belong to the META group (see below).
- Stage: defines the customer's life-cycle stage.
- Health score profile: indicates the score profile to which the customer is attached.
- Goals profile: assigns a goals category to the customer.
On the right:
- Tags: labels you can assign to your customers, to find them faster in your searches or use them as filters in your reports and Playbooks.
- Owner: account owner.
- Team members: people who work on the account but who do not own it (e.g. project partners, AMs, backups). Interests of being a team member:
- For users with the CSM role, being a Team Member enables them to edit the account information.
- Belonging to the team allows you to see the account when you filter on the automatic tag "Followed accounts".
Good to know
If you add a custom field of type "User" on your customer cards, for instance to indicate who is the Account Manager, this person is automatically added to the team members. If you change the account manager, you can then confirm that you want to change the team members on this account.
To link a child account (e.g. a subsidiary) to a parent account (e.g. a group comprising several subsidiaries), simply click on "Select parent customer" and choose the parent account from the list. Please note that this account must first have been created in Skalin.
To select the account owner and Team Members, click on the "+" and then select the desired person(s). There is only one "Owner" possible, but it is possible to select several "Team Members".
Logs can also be read from the "View changes history" button.
Finally, if an account has been created by mistake in Skalin, you can delete it permanently by going to the "Danger zone" and clicking on the "Delete" button. This action is irreversible.
Note
For a lost customer, it's better to use stage = churn to archive the account, than to delete it permanently.