From a customer's message to a sent reply, every step recorded.

Six steps from a signal to the account

1. 01SignalTicket, usage, renewal date
2. 02TriageLinked to the account, sorted
3. 03DraftReply, plan or quote
4. 04Human approvalEvery reply and offer
5. 05SentThe approved version, kept
6. 06Account updatedHealth, history, renewal

Work starts from the customer: a new ticket, a drop in usage or a renewal coming up in 60 days. Each signal is opened on the customer's account in CRM.

The ticket is linked to its account and sorted by urgency, and similar tickets are found. The reply is drafted from the knowledge base. Bugs are opened in Boards in HT Software Delivery with the customer's steps.

A person sends every reply and every offer. Refunds, credits and discounts are approved the same way, and Accounting books them.

After each step, the account is updated: open tickets, health score and the renewal date. A falling health score prepares the renewal plan for the account owner.

What the record shows

Every step is on the account itself, with who did it and who approved it.

One Customer Success Lead, several agents in parallel

The lead splits the day's work. Each agent works its own part, and everything that reaches a customer stays with a person.

The same path with or without add-ons

With the base pair, the Customer Success Lead also triages tickets and runs onboarding. Each add-on takes that load off the lead.