Technical deep dive
System architecture
Human-reviewed workflow
REACH Scoring — System Architecture
A deterministic Glean Agent workflow that turns connected post-sale signals into a reviewable REACH scorecard, then requires human confirmation before Totango sync.
System intent
Make account prioritization consistent and inspectable
REACH stands for Relationships, Engagement, Actions, Customer Value, and Horizons. The workflow standardizes those five dimensions without turning the final decision into a black box.
Cadence
Every 90 days, after key events, or on demand for an individual account.
Operator
The CSM reviews and can edit the generated scorecard and justifications before confirming the result.
System of record
Confirmed dimension scores sync to Totango with historical changes retained.
Signal layer
Connected systems establish the account evidence
Each source family contributes a defined kind of account context before the agent calculates the five REACH dimensions.
Account context
Salesforce · Totango · Provisio
Interaction signals
Gong · GSuite · Slack
Customer feedback
Qualtrics NPS via Salesforce
Agent workspace
Glean Agent
Execution path
One controlled line from run to recorded decision
01
Run
90-day, key event, or on demand
02
Score
Base scores plus signal modifiers
03
Notify
Slack DM links to Glean
04
Review
CSM inspects and can edit
05
Confirm
One-click Totango sync
Scoring contract
Fixed weights make the composite explainable
Each dimension uses a base score plus additive modifiers tied to concrete signals. The composite and its action band remain visible to the reviewer.
R×0.30 + E×0.20 + A×0.25 + C×0.15 + H×0.10
Green
≥ 75
Yellow
≥ 50
Orange
≥ 30
Red
< 30
Decision boundary
The score is proposed; the action is confirmed
A completed run produces a full scorecard, dimension breakdowns, and justifications in a linked Glean conversation. The CSM can edit before one-click Totango import, and the resulting score history remains visible over time.