CUSTOMER INTEL AGENT — Q&A
Q: What health signals does the Customer Intelligence Agent track? Per-customer daily snapshot of:
- Product usage score (logins, feature depth, API calls)
- Payment health (payment score from Collections module)
- Engagement score (QBR attendance, response rate, NPS)
- Support health (ticket volume, severity, resolution satisfaction)
- Contract health (days to renewal, amendment history, obligation fulfilment)
Q: What is CLV scoring? Level 1 enhancement. Customer Lifetime Value scoring estimates the expected total revenue from a customer over their lifetime on Fincelo. Formula basis: current ARR × predicted tenure × NRR probability. Predicted tenure derived from: contract renewal history, health score trend, payment behaviour, product engagement. Used for: prioritising AM attention, pricing decisions, renewal negotiation stance.
Q: What is the ICP engine? Level 1 enhancement. Ideal Customer Profile engine analyses all existing customers and identifies the characteristics of the highest-value, highest-retention cohort: industry, company size, product modules used, billing schedule, payment behaviour. Output: ICP score for each customer (how closely they match the ideal profile). Used for: sales targeting, renewal prioritisation, expansion opportunity identification.
Q: What is revenue leakage detection? Level 1 enhancement. The Customer Intelligence Agent scans for:
- Seats billed vs seats contracted (under-billing)
- Usage-based customers approaching cap without overage flag
- Multi-year contracts where year 2 escalation was not applied
- Contracts with price review obligations that passed without action
- Advance billing customers where invoices were not raised on schedule