Introduction
Manually updating health scores can be time-consuming and prone to inconsistencies. By automating health score updates with real-time advocacy data, you ensure that your scoring system remains accurate, dynamic, and actionable. This article explains how to use Gainsight’s tools, such as the Rules Engine and Scorecards, to automate health score updates based on advocacy activities like references, success stories, and event participation.
Step 1: Configure Rules to Automate Health Score Updates
Set up automation rules to reflect advocacy data in health scores.
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Create Rules for Advocacy Metrics: Use the Rules Engine to assign scores based on advocacy activities. For example:
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Assign points for completing a reference activity or participating in a webinar.
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Subtract points for inactive advocates.
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Incorporate Timeline Data: Trigger updates based on data logged in Timeline, such as recorded reference calls or event attendance.
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Schedule Regular Updates: Automate rule execution at regular intervals (e.g., weekly) to keep health scores up to date.
Step 2: Integrate Advocacy Metrics into Scorecards
Ensure advocacy metrics are fully embedded in your health scoring system.
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Add Advocacy Measures to Scorecards: Use Scorecard Configuration to include metrics such as references, success stories, or speaking engagements as part of the overall health score.
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Assign Custom Weightage: Prioritize advocacy activities by assigning higher weights to impactful metrics, such as speaking at major events.
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Use Multi-Dimensional Scoring: Combine advocacy metrics with other health indicators, like engagement and adoption, for a holistic view.
Step 3: Monitor and Refine Scoring Automation
Evaluate the effectiveness of automated health score updates and refine rules as needed.
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Track Health Score Trends: Use Dashboards to visualize how advocacy activities influence overall customer health over time.
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Analyze Score Impact: Identify patterns in health score changes, such as a correlation between references and improved retention.
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Refine Automation Rules: Adjust rules based on trends and feedback. For example, increase point allocations for high-value advocacy activities.
What's Next
Automating health score updates ensures real-time visibility into the impact of advocacy activities. The next step is to visualize advocacy’s influence on health scores and analyze these trends to refine your engagement strategies further.
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