How It Works

Don’t just meet your customer success goals. Exceed them.

Built from the ground up by CRM & ML experts

Uptick is the revolutionary next-generation customer success platform built on machine learning from the ground-up for customer success teams, account managers and executives. Delivering accurate customer health scores, personalized action recommendations and the orchestration of tasks and playbooks your team needs to constantly increase the value your customers gain from your subscription product.

AI Driven Health Scores

Forget the inaccurate customer health scores you’ve learned to not trust in the past. Our unique Uptick Health Scores use AI and machine learning to calculate accurate and consistent data-driven customer health scores your team can count on.

How it Works

Uptick’s AI Brain is able to identify and learn the real-world factors that drive renewals and upsell for your specific business by connecting to your existing customer related sources of data.

Based on a diverse set of data sources with thousands of data points and years of history—not human bias—Uptick Health Scores are accurate and actionable based on what the data and prior history tells us, not traditional rules-based scores constructed based on opinions.

Don’t be misled by overly optimistic or pessimistic scores—instead focus on the right customers at the right time. Only Uptick delivers the level of acumen you need to accurately assess the health of every customer, both big and small. Say goodbye to bias and hello to peace of mind with Uptick’s unique industry-leading Customer Health Scores.

Personalized Action Recommendations

Thanks to our AI-generated action recommendations personalized for each customer, your team will know exactly where to focus their efforts and what steps they can take at the right time for each customer to maximize their success.

How it Works

The Uptick Brain has learned the factors that drive your specific business and comes into play once again. This time, it applies this learning to each of your customers to automatically micro-segment them and generate ranked lists of the top positive and negative factors impacting their success. These factors are mapped to recommended actions such as running particular playbooks or tasks.  This provides your customer success team members with recommended next-best actions for each individual customer that have been proven in the past to significantly increase success rates.

As yet another industry-unique feature, Uptick’s AI-driven recommendations go deeper than any other customer success platform by being based on learning the factors that really drive your business. Thanks to advanced machine learning and AI, the Uptick Brain will not only identify where your customer success team should be focused—but give them timely, straightforward, actionable recommendations aimed at increasing the value you provide and resulting in increasing renewal and expansion rates and decreasing churn.

Customer Activity Stream and Engagement

A 360-degree customer view isn’t new, but Uptick’s customer activity stream and engagement insights sure are. Instantly understand what business topics each customer and your customer facing teams are discussing without needing to wade through hundreds of emails, calendar events and notes.

How it Works

Track and measure important interactions between your customers and your internal customer facing teams.

Uptick’s Activity Stream allows you to gain instant perspective into the business topics being discussed between your customers and customer facing teams, as well as the level of engagement over time, and who the top engaged individuals. Interactions such as emails, meeting invites, support tickets and notes can be instantly characterized and filtered using a pre-built keyword library built on decades of experience working with B2B subscription customers. Uptick will also discover new people that have not been added as contacts in your CRM system.

In a matter of seconds and with only a few clicks, you’ll have complete transparency into the communication activity stream of every customer. Analyze email exchanges, calendar meetings, notes and support tickets, understand the sentiment and consistency of interactions, who the players are, and so much more with Uptick’s unique Activity Stream capabilities.

Playbooks, Alerts, Tasks & Notes

In addition to the next-generation capabilities outlined above, Uptick provides customer success managers with the complete set of capabilities needed for efficiently tackling their day-to-day activities such as creating Playbooks, setting up Alerts & Triggers, creating and tracking Tasks, and logging Notes from customer interactions. 

How it Works

Customer Success Managers require a core set of capabilities to efficiently perform their critical mission of constantly increasing the value customers receive from their product and service subscriptions.

Playbooks – composed of sequences of automated or manual tasks, Playbooks allow every CSM to easily follow best practices throughout all stages of the customer journey from onboarding through to renewal and expansion.

Alerts & Triggers – with growing numbers of customers it’s impossible for CSMs to manually keep track of what’s going on with everyone. Setup notifications to automatically let you know when business conditions and events happen such as churn risk increasing,  significant gap in activity, upcoming renewals, and product value attainment declining.

Tasks & Notes – as you analyze and interact with customers, create and track tasks that you or others need to achieve to move customers forward, and add notes for just yourself or to share with others as part of the overall customer activity stream.

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