Scores

Index

• What is this?

• Why we made this?

• How to use this?

  • 1. Understand How Points Are Assigned

  • 2. Pipeline Stages by Score

  • 3. Automation Triggers

• When to use this?

• Who's this for?

1. What is this?

The Scores Pipeline tracks each company's overall engagement through a points-based system. It gives you a quick way to identify highly active, engaged accounts and those at risk, based on specific actions your customers take.

Every meaningful interaction adds or subtracts points — from feedback to logins to payments — creating a running total that reflects the customer’s current status.

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2. Why we made this?

We created the scoring system to give you a clear, measurable way to track engagement. Instead of relying on guesswork or scattered data, points help you quickly spot power users, active customers, and those who need more attention. This helps with prioritization, retention, and growth.

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3. How to use this?

1. Understand How Points Are Assigned

Here’s how the scoring works across key areas:

Engagement & Attendance

• New SaaS User: +30 points

• Monthly Login: +30 points

• Meeting Attended: +30 points

• Missed Meeting: -30 points

Customer Feedback (Happiness)

• Very Happy: +50 points

• Happy: +25 points

• Neutral: -25 points

• Not Happy: -50 points

Product Usage (Time Spent)

• 30 Minutes: +30 points

• 60 Minutes: +60 points

• 120 Minutes: +120 points

Payment Activity

• Successful Payment: +50 points

• Failed Payment: -50 points

2. Pipeline Stages by Score

As points add up, companies are automatically sorted into different stages of the Scores Pipeline:

• 100+ Points

• 500+ Points

• 1000+ Points

• 2000+ Points

• 5000+ Points

• 10000+ Points

You’ll get a clear view of where each company stands at a glance.

3. Automation Triggers

Each stage can trigger automations. For example:

• High Scorers → Send a thank-you, offer advanced tools, or request referrals

• Low Scorers → Notify team, request feedback, or prompt re-engagement campaigns

All automations are saved as drafts and internal notifications are turned on, so your team can review and personalize them easily.

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4. When to use this?

• When reviewing which accounts are most active or at risk

• When planning outreach or upsells

• When segmenting users based on behavior and engagement

• When evaluating customer success and adoption trends

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5. Who's this for?

• Customer Success Teams – Identify low scorers needing help or reactivation

• Sales & Growth Teams – Focus on highly engaged accounts for upsells

• Support Teams – Proactively support users showing signs of dropping off

• Management – Use this as a snapshot of overall customer activity and success

The Scores Pipeline helps you make smarter decisions, faster — with data that speaks for itself.