Low adoption alert on an account

Every day the system looks for accounts of type Customer with no activity logged for 45 days or more and notifies the account owner. It is an early signal of churn risk and, often, of an expansion opportunity nobody went after.

A customer who is drifting away rarely says so. They stop replying, stop booking meetings and, by the time the cancellation notice arrives, they decided months ago. The low adoption alert exists to turn that silence into a notification while there is still time to act.

How it works

The daily routine walks through the companies whose Company type field is set to Customer and looks at the date of the last activity logged and linked to that company. If the account has gone more than 45 days with no activity at all, the account owner gets a notification in the bell titled Low adoption followed by the account name.

• Only companies whose Company type is Customer are considered. Prospects and partners are not evaluated here.
• The account needs an owner. An account with no owner produces no alert, because there would be nobody to notify.
• An account that has never had any activity is measured from its creation date: 45 days after it was created with no interaction, it alerts too.
• Each account produces at most one alert every 30 days, so the bell does not turn into noise.
• Tasks, calls, meetings, emails and any other activity records created and linked to the company all count as activity.

What to do when the alert arrives

1. Open the notification in the bell and go to the account.
2. Check the timeline: sometimes the conversation did happen and simply never got logged.
3. If the silence is real, book a conversation and create the activity in the CRM.
4. Use the visit to review how what they bought is being used and to probe for expansion. A stalled account is usually an account with an underused product.
5. If you find a concrete risk, update the company's Renewal status and track it from the Customer success screen.

Limits and permissions

• The 45 day threshold on the alert is fixed. It does not change with the health and lifecycle ruler.
• The Days for low adoption field, on the editable ruler under Customer success, changes how the account is classified in the portfolio, among high, medium and low adoption, and does not change when the notification fires.
• The notification goes only to the account owner, not to the whole team and not to management.
• The alert creates no task and sends no automatic email. It is a heads-up; the action is yours.
• Administrators can see the volume of accounts in low adoption in the indicator on the Customer success screen.

Common questions

• Why do I get no alerts on any account? Check that the companies are marked as Customer under Company type and that you are their owner.
• I logged a call and the alert is still there. It does not disappear on its own: a notification already sent stays in the bell. What changes is that the account will not produce another one while there is recent activity.
• I got two alerts for the same account in the same month? That should not happen: there is a minimum 30 day gap between alerts on the same account.
• Do synced emails count as activity? Activity records linked to the company count. A conversation that stayed in a personal inbox and never became a record in the CRM does not.

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