Risk Intelligence
Why is this customer at risk, and why should you trust this score?
Acme Inc — Risk Score: 82
Every point is attributable. Hover any factor to see why it contributes.
Product Usage Decline
Usage declined by 38%.
Champion Inactivity
Primary champion inactive for 21 days.
Unattended Tickets
Three customer tickets have not received meaningful attention for 2–4 days.
Additional Unresolved Issue
One additional open support issue.
Renewal Proximity
Renewal in 62 days combined with poor health signals.
Low Feature Adoption
Important workflow feature remains underutilized.
Detailed factor attribution is modelled for Acme Inc in this prototype. Open BrightCo's Customer 360 for its signal snapshot.
Risk Timeline — Last 30 Days
How Acme moved from 28 (healthy) to 82 (high risk).
- What happened
- Three tickets remain unattended
- Signal that changed
- #1024 (4d), #1031 (3d), #1045 (2d) all without owner activity.
- Score impact
- +9 points — compounding unresolved friction with renewal in 62 days.
Click any point in the timeline to inspect that change.
Ask Pulse for the narrative
Risk Scoring Engine
A transparent, simulated model capped at 100 points.
A.Product Engagement
max 30- Usage drop > 40%+30
- Usage drop 25–40%+25
- Usage drop 10–25%+15
- Stable0
- Increasing−5
B.Champion Activity
max 20- Inactive > 30 days+20
- Inactive 15–30 days+15 to +20
- Inactive 7–15 days+8
- Active0
- Highly activesmall positive adjustment
C.Support & Unattended Tickets
max 25- Unattended count, age, priority, impactweighted
- Related or repeated issues+5
- Actively handled tickets0
- Total ticket count alonenever scored
D.Adoption & Onboarding
max 15- Missed onboarding milestonesweighted
- Low feature adoptionweighted
- Key workflow not configuredweighted
- Important users inactiveweighted
E.Renewal Context
max 10- Renewal < 30 days + poor health+10
- Renewal < 60 days + poor health+7 to +10
- Renewal proximity alone0
Risk Levels
- 0–30 · Healthy
- 31–60 · Needs Attention
- 61–100 · High Risk
Renewal proximity alone never creates risk — it amplifies existing negative signals.