One scorecard across the team
Support and success metrics — volume, resolution, SLA attainment, backlog — roll up on one team scorecard. You see where the experience is slipping without stitching exports from a ticketing tool and a CS tool.
For CX and customer experience leadership
Support and success on one scorecard, one record.
CSAT, NPS, SLA attainment, health, and escalations roll up across support and customer success from the same customer record — so the experience your team delivers is one number you can drill into, not four dashboards in four tools. When an account is unhappy, the whole trail is one click away.
Illustrative outcomes — composite of design-partner deployments
↑ 11pts
CSAT after unifying support + success
↓ 62%
SLA breaches vs. a multi-tool setup
↓ 4 tools
collapsed into one customer record
↑ 2.4×
at-risk accounts caught before renewal
What you get on day one
Six things you stop juggling.
CSAT + NPS on the same record
Satisfaction and NPS attach to the customer, not a survey silo — so a detractor's score sits next to their tickets, their health, and their renewal date. Sentiment trends per account, not just in aggregate.
SLA + escalation watch
SLAs are tracked per case with a live countdown and rule-based escalation. Leadership sees what's breaching and what's about to, with the owner and the clock on the record — so an escalation is a workflow, not a Slack fire drill.
Health that spans the relationship
Product usage, ticket volume, sentiment, and exec engagement compute into a health score you can debug down to the signal. A support-heavy account and a quiet-churning account both surface before the renewal call.
The whole day in one flow
The Today surface stacks the queue, SLA alerts, escalation watch, and recent voice calls into one leadership view. You start the day knowing where the experience is at risk instead of reconstructing it.
One record, no swivel-chair
Because support, success, and the CRM share one substrate, a CX leader reads the full relationship — tickets, calls, health, renewal — without a swivel-chair between systems that each hold a third of the truth.
Explore the modules
The shipped product surfaces this role lives in.
“I used to reconcile a ticketing dashboard against a CS dashboard to answer 'how are customers doing.' Now it's one scorecard on one record, and I can drill from the number to the actual account.”
VP of Customer Experience · B2B SaaS · illustrative scenario · illustrative scenario
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Last reviewed: 2026-07-10
American English · claims grounded against shipped functionality
Closes DP-014 + DP-015