Health Score
82 — Good
5 signals + tenure · Rule-based
Health Score Breakdown
Billing
100Current — paid Feb 1
Payroll
100Last 3 runs successful
Support
721 open ticket, 3 days old, medium
Satisfaction
85Last 3 CSAT avg
Activity
80Moderate — 3 changes in 14 days
Tenure Factor
×1.00Customer since Jan 2022 (180+ days)
Overall82 — Good
Billing
Current
Paid Feb 1 · $12,480
Next Payroll
Feb 28
Bi-weekly · Deadline Feb 26 · 17 days
Open Tickets
1 Open
Payroll discrepancy · 3 days
Recent Changes
3
Last 14 days · 2 hires
Customer Since
Jan 2022
3 yrs · Enterprise Plan since '23
A
Acme Corp
Enterprise Plan 34 employees NY, CA, TX SaaS · Technology
SC
Sarah Chen
Account Administrator · Primary Contact
sarah.chen@acmecorp.com · (212) 555-0147 · Last contact: Feb 8 (email)
Admin
Since Mar 2022
✓ W-2s Available · Issued Jan 31
⏳ 1099s: 8 of 10 complete
⚠ Open Tickets
⚡ OPEN · 3 DAYS
Payroll discrepancy — new hire withholding
Sarah reported Marcus Johnson's first paycheck had incorrect state tax withholding. CA resident taxed as NY.
Medium Assigned: Alex Rivera · Feb 8
Recent Changes (14 days)
＋
Marcus Johnson added · Engineering · CA
Feb 3, 2026
＋
Lisa Park added · Design · NY
Feb 1, 2026
✎
Payroll ran · 32 employees · $148,230
Jan 31, 2026
↻
Benefits updated for 3 employees
Jan 28, 2026
Recent Interactions
EmailFeb 8OPEN
Payroll discrepancy — Marcus Johnson's state withholding incorrect
Sarah Chen → Alex Rivera
PhoneJan 22
Adding two new employees — onboarding for remote hires in CA and TX
Sarah Chen → Jordan Mitchell · 12 min
ChatJan 15
Benefits enrollment deadline — open enrollment closes Feb 15
Sarah Chen → Kim Patel · 4 min
Full Interaction Timeline
EmailFeb 8 · 2:14 PMOPEN
Payroll discrepancy — Marcus Johnson's first paycheck had incorrect state tax withholding. CA resident taxed as NY.
Sarah Chen → Alex Rivera · Payroll Team
PhoneJan 22 · 10:45 AMRESOLVED
Adding two new employees — Marcus Johnson (Engineering, CA) and Lisa Park (Design, NY). Walked through remote hire onboarding.
Sarah Chen → Jordan Mitchell · 12 min
ChatJan 15 · 3:22 PMRESOLVED
Benefits enrollment deadline — confirmed open enrollment window closes Feb 15.
Sarah Chen → Kim Patel · 4 min
PhoneJan 3 · 9:15 AMRESOLVED
Year-end review — confirmed all W-2 data accurate. Discussed 1099 timeline for contractors.
Sarah Chen → Jordan Mitchell · 18 min
EmailDec 18 · 11:30 AMRESOLVED
Invoice question — December billing higher due to 2 mid-month hires. Explained prorated charges.
Sarah Chen → Alex Rivera
PhoneDec 2 · 2:00 PMRESOLVED
PTO policy setup — configured accrual rules for NY and CA employees. Different state requirements.
Sarah Chen → Kim Patel · 22 min
PhoneNov 15 · 11:00 AMRESOLVED
Texas registration — hiring first TX employee. State tax registration and workers' comp requirements.
Sarah Chen → Jordan Mitchell · 25 min
ChatOct 28 · 4:10 PMRESOLVED
Open enrollment setup — requested timeline and employee communication templates.
Sarah Chen → Alex Rivera · 6 min
PhoneSep 12 · 1:30 PMRESOLVED
401(k) match question — confirmed employer match formula and vesting schedule.
Sarah Chen → Kim Patel · 8 min
EmailAug 5 · 10:00 AMRESOLVED
Enterprise Plan upgrade completed — migrated from Standard Plan. Benefits enrollment opened for all employees.
Sarah Chen → Jordan Mitchell
✓ Last payroll ran successfully · Jan 31 · 32 employees · $148,230
Pay Stub Viewer
Engineering · California · Salaried · $120,000/yr
Jan 16 – Jan 31, 2026 vs Jan 1 – Jan 15
$3,847.23
Net pay · -$142.50 vs prior
ItemCurrentPreviousDelta
Gross Pay$5,000.00$5,000.00—
Federal Income Tax$612.50$612.50—
State Income Tax$316.27$256.50+$59.77
WHYWithholding changed NY (5.13%) → CA (6.33%) on Jan 20
Social Security$310.00$310.00—
Medicare$72.50$72.50—
CA SDI$55.00—+$55.00
NEWCA State Disability Insurance — mandatory for CA employees, effective Jan 16
Health Insurance (Aetna PPO)$186.50$186.50—
Dental (Delta Dental)$27.73—+$27.73
NEWDental enrollment effective Jan 16 — Employee-only plan
401(k) Contribution (6%)$300.00$300.00—
Total Deductions: $1,152.77+$142.50
💡 Summary: Net pay decreased $142.50 due to: CA state tax (+$59.77), CA SDI (+$55.00), dental enrollment (+$27.73). All changes align with state update to California on Jan 20 and benefits enrollment Jan 16.
Payment Status
✓
All Payments Current
Last: $12,480 · Feb 1 · ACH ···4892
Recent Invoices
February 2026
34 employees · Billed Feb 1
$12,480
Paid
+$720
January 2026
32 employees · Billed Jan 1
$11,760
Paid
—
December 2025
32 employees · Billed Dec 1
$11,760
Paid
—
💡Feb invoice +$720 vs Jan. Reason: +2 employees (Marcus Johnson Feb 3, Lisa Park Feb 1) at $360/employee Enterprise Plan rate.
Sarah Chen — Benefits
Enrollment: Open enrollment closes Feb 15
Medical
Aetna PPO — Employee + Spouse
Aetna · PPO-2000
$373/mo · Employer pays $280
Dental
Delta Dental PPO — Emp Only
Delta Dental
$27.73/mo · Employer pays $20
Vision
VSP Choice — Employee + Spouse
VSP Vision Care
$18.50/mo · Employer pays $12
401(k)
8% contribution · $483.33/period
Slavic401k
Employer match: 50% up to 4%
Life Insurance
Basic Life — 1x Salary
Guardian
Employer paid
FSA / HSA
Not enrolled
Available
Dependents
DC
David Chen
Spouse · Medical, Vision · DOB: 1988-03-14

Portfolio Health Overview

Health distribution across all managed accounts. Scores are rule-based: Base = (Billing × 0.30) + (Payroll × 0.25) + (Support × 0.20) + (Satisfaction × 0.15) + (Activity × 0.10), then Final = Base × Tenure Factor
Tenure Factor: <30 days = 0.75, 30-90 days = 0.85, 90-180 days = 0.95, 180+ days = 1.00

487Healthy
312Good
89Attention
21At Risk
3Critical
Company ▲▼ Plan ▲▼ Employees ▲▼ Health Score ▲▼ Band Top Risk Signal
Acme Corp Enterprise Plan 34 82 Good 1 open ticket (3 days, medium)
Globex Industries Enterprise Plan 128 95 Healthy None — all signals green
Initech Standard Plan 22 58 Attention CSAT below 60 (2 negative surveys)
Massive Dynamic NEW — Feb 2026 Enterprise Plan 87 53 (base 70 × 0.75) Attention New customer (<30 days) — tenure factor 0.75 applied
Prestige Worldwide Basic Plan 12 34 At Risk Payment failed — 12 days past due
Wayne Enterprises Enterprise Plan 210 91 Healthy None — all signals green
Soylent Corp Standard Plan 8 22 Critical Payment 30+ days past due, no CSAT
Customer Central — Phase 3 Intelligence Layer CONCEPT ONLY
SC
Sarah Chen · Acme Corp
Account Admin · Enterprise Plan · 34 employees · 3 yr tenure
Churn Risk: 73%
✦ AI Summary

Acme Corp has contacted support 4 times in 9 days — 3× their rolling average. Two interactions involved billing discrepancies tied to the same payroll migration error. NPS dropped from 9 to 6 in the last survey. The pattern matches pre-churn behavior seen in 23 similar accounts. Sarah's last email tone was escalatory.

Churn Prediction
73% risk
↑ from 31% last month · 3 triggers active
Sentiment Trajectory
Declining
NPS 9 → 6 · Tone shift in last 2 emails
Expansion Signal
Enterprise Plan → Premium
34 employees · Hitting plan limits on 3 features
Resolution Confidence
High
Root cause identified · Similar fix resolved 19/23 cases
⚡ Recommended Actions
📨 Send billing credit + apology for payroll migration error AUTO-DRAFT
📞 Schedule proactive check-in call within 48 hours SUGGESTED
💰 Flag to Sales: Premium upgrade conversation when stable SALES SIGNAL
PROTOTYPE · DARRIEN WATSON · CUSTOMER CENTRAL