Source-level evidence
Every signal, score and recommendation links back to the underlying record — the email, the filing, the transaction, the document — with the source visible at a click.
Customer Service & Success
Every ticket, in full context. Every account, before it churns.
For teams protecting retention, NPS and expansion revenue.
Support tickets arrive stripped of context. The rep doesn’t know that the customer is $2M ARR, up for renewal in 60 days, and just lost their sponsor. Compass gives every conversation full relationship context, and turns weak retention signals into ranked, actionable early warnings.
The problem
Priority follows queue order, not customer impact. Churn shows up in QBR slides after it is already priced in. Success plans are written in docs no one reads and never linked to what is happening in-product, in support and in-meeting.
Data we integrate
- 01Ticketing (Zendesk, Intercom, Freshdesk, ServiceNow)
- 02CRM & subscription (Salesforce, HubSpot, Stripe, Chargebee) — ARR, renewal date, plan
- 03Contracts, SLAs & service annexes (PDF, DOCX) — parsed into structured clauses: scope of support, covered incidents, response/resolution SLAs, expiry, penalties, renewal terms.
- 04Product usage (Segment, Amplitude, Mixpanel, Pendo)
- 05Meeting notes & sentiment (Gong, Fireflies)
- 06NPS/CSAT surveys, community forums, review sites
How we contextualize
- Fuses ticket, product, meeting, contract and commercial signals into one health score per account.
- Parses every contract PDF and links its clauses to the account — the rep instantly sees whether the reported issue is covered, which SLA applies and when the contract expires.
- Detects sponsor changes and role losses on the customer side.
- Ranks tickets by customer impact × ARR × churn risk × SLA breach exposure, not FIFO.
- Explains every alert with the underlying evidence — including the exact contract clause — so the rep opens the case already informed.
AI Skills available to this team
Revenue
Churn Early-Warning
Combines support tickets, meeting sentiment, sponsor changes and product usage into a single churn-risk signal, weeks before renewal.
Run skill
Revenue
Account Relationship Map
Reconstructs the full stakeholder map of a target account — champions, blockers, silent influencers — from meetings, emails and CRM history.
Run skill
Revenue
Pre-Meeting Brief
Delivers a decision-ready brief before every meeting: last interactions, open topics, competitive signals, next-best action.
Run skill
Revenue
Account Expansion Scout
Detects upsell and cross-sell signals across the installed base — funding rounds, hiring, product usage — and routes them to the owner.
Run skill
What you get out
Reports, decks, Excel, dashboards and alerts — ready to ship.
Brief (PDF)
Account-in-context ticket brief
Attached to every high-value ticket: ARR, renewal date, sponsor status, last 5 interactions, open risks — and the contract clauses relevant to the reported issue.
Contract answer
Instant contract lookup
Ask ‘is this issue covered? which SLA applies? when does the contract expire?’ — Compass answers in seconds, quoting the exact clause and page from the signed PDF.
Dashboard
Retention & health dashboard
Portfolio view of health scores, early-warning alerts, renewal cliff and contract expiries — segmentable by CSM, product, region.
Alert
Churn early-warning alert
‘Account X — churn risk high: sponsor left, usage –35%, 2 escalated tickets in 30 days.’
Deck
QBR success deck
Customer-ready QBR deck: value delivered, adoption trends, roadmap alignment, expansion opportunities.
CRM update
Structured write-back
Health score, sponsor, contract coverage, risks and next actions pushed into the CRM record.
A concrete case
System integrator support desk: from ‘let me check the contract’ to an instant, cited answer.
A system integrator’s customer calls the service desk with a production incident. Traditionally, the rep would ask the customer to wait, open a shared drive, hunt for the right master service agreement and annex, skim 40 pages to check whether that incident type is in scope, which SLA applies and whether the contract is still active. With Compass, every contract PDF is parsed into structured clauses and linked to the customer entity. The rep asks in natural language: ‘Is this incident covered? What is the resolution SLA? When does the contract expire?’ Compass answers in seconds, quoting the exact clause and page, flags that the contract expires in 47 days, and opens a renewal task in the CRM — all before the call ends.
Trust by design
Evidence, explainability, audit — built into every output.
Explainable recommendations
No black-box outputs. Each priority states why it was promoted, which signals contributed, which were declassed, and which model version produced it.
Audit trail by default
Signals, model versions, reviewers and actions are logged and reconstructable later — ready for internal control, regulators and your own governance.
Human-in-the-loop
Compass recommends. Authorized people decide. Every consequential action requires a named reviewer who can confirm, override or annotate the reasoning.
See Compass on your data.
We bring a demo on your domain: which relationships emerge, which signals fire, which outputs we could deliver today.