CRM & Integration
Client Health Score
Automated metric (0-100) that quantifies client relationship health based on ticket activity, invoice status, response times, and engagement frequency.
A Client Health Score is an automated metric used in CaveauCRM to quantify the health of a client relationship on a 0-100 scale. Scores are calculated weekly and classified into three bands:
- Green (70-100) — Healthy relationship, no intervention needed
- Amber (40-69) — Early warning signs, monitor closely
- Red (0-39) — High churn risk, immediate attention required
How It Works
The score starts at 100 and is adjusted based on deductions and bonuses:
Deductions
- Open ticket older than 48 hours: -10 per ticket
- Urgent unresolved ticket: -15 per ticket
- Invoice overdue 1-14 days: -10
- Invoice overdue 15-30 days: -20
- Invoice overdue 30+ days: -30
- No contact in 30+ days: -15
- Response time SLA breach: -10 per breach
Bonuses
- All invoices paid on time (90 days): +10
- Recent positive CSAT score: +5
- Active engagement (meeting in last 14 days): +5
Delivery
Health scores are calculated every Monday at 08:00 CET and delivered via Telegram with a formatted scorecard. Red-status clients automatically trigger follow-up tasks in SuiteCRM.