REACH Scoring — System Architecture

Overview

The REACH (Risk, Engagement, Activity, Commitment, Health) scoring engine processes disparate signals from CRM, product telemetry, and support systems to generate a unified, predictive account health score.

Data Ingestion Layer

• Salesforce: Contract value, renewal date, historical expansion.
• Product Telemetry (Pendo): Feature adoption, login frequency, workflow completion.
• Support (Zendesk): Ticket volume, time-to-resolution, sentiment analysis.

Processing & Scoring Engine

Data is normalized and weighted via a rules-based engine (with ML augmentation for anomaly detection). Each pillar contributes to a 0–100 composite score, updated daily.

Output & Actionability

• CSM Dashboard: Real-time health visualization with drill-down capabilities.
• Automated Alerts: Slack/Email notifications when an account drops below threshold.
• Renewal Forecasting: Feeds directly into the quarterly business review (QBR) prep workflow.

This companion page condenses the production architecture into a visitor-friendly reference without changing the core design.