This article covers the the following topics:
Overview
In another major enhancement to Pipeliner’s Account Management capabilities, we’ve added a brand new Account Health feature.
Account Health gives you an at-a-glance, “state of the nation” view of the health of your Accounts. Account Health can be viewed for individual Accounts using the new widget, added to Reports and Dashboard charts, and added to the "Accounts List View" ⤵
You choose which Pipeliner fields to use for your business as "Health Indicators", what to call your "Health Categories" and what scoring calculations to use. Your Pipeliner Admins then set these up for you in the Admin Module ⤵
What are Account Health Indicators?
When you’re thinking about the health of Account relationships, you’ll first need to consider how you define “healthy” vs “unhealthy”. These definitions are not necessarily the same for every business although, in practice, there’s usually a fair amount of overlap.
For example, most companies would not consider their relationship with an Account to be “healthy” if no one had been in touch with that company for many months or, as another example, if the customer had not placed any orders with you for a long time. In fact, those are likely to be Critical Health Indicators that indicate that immediate action should be taken!
You could use the fields from Pipeliner that give you that information to set up your Critical Health Indicators:
“Account Last Contacted Date” is a system field that is updated when your users add a completed “Call” to the Account record or send an email to the Account’s primary email address or log a past meeting on the Account. You could use “Account Last Contacted Date dynamic period is not last 30 days” (for example) as a "Critical Health Indicator" if regular contact is a key factor in maintaining relationships for your business.
Evaluating if any orders have been placed could be simply whether there are any Won Opportunities linked to the Account. “No. of related won opportunities” is another system field that you could use — your indicator might be “No of related won opportunities = 0”. Alternatively, you could create a custom Rollup field on Accounts that sums the value of Won Opportunities for a time period (e.g. this year), and then your indicator might be something like “This Year’s Revenue (your custom Rollup field) = 0”
As well as these Critical Health Indicators, you can probably think of other criteria that impact Account Health, perhaps whether there are any Contacts linked to the Account (that system field is “No. of related contacts”) or whether there is a planned future Activity (the system field is “Has scheduled activity”) as well as any custom fields that you have added to your Pipeliner system.
Once you’ve identified the criteria to use for your Indicators, your Pipeliner Admins can implement them in the Admin Module using the Account Health tab in "Fields & Forms › Accounts".
As part of the setup, you can also decide on the names for 3 of the 4 Health Categories — one is always “Critical” — this is the system category that cannot be changed but you can rename the others and define the ranges for them.
Viewing Account Health for an Individual Account
Once Account Health is enabled and the Health Criteria and Categories have been set up by your PL Admins, you’ll be able to see and use the Account Health widget when you open up one of your Accounts ⤵
The speedometer indicator shows which Health Category the Account is in as well as the "Health Score". The arrow next to the score indicates whether there has been a change to the "Health Score" in the last 30 days — arrow up is an increase, arrow down a decrease and a horizontal arrow indicates no change. You can also manually refresh Account Health and close the widget.
Each Health Indicator is then displayed. A red "X" indicates that the Account does not meet that Health Indicator whereas a green tick shows that criteria are met. A "Red Exclamation Mark" indicates that a Critical Indicator has been met and Account Health will always be "Critical" for those Accounts.
NOTE: You may need to scroll down within the widget to see all Health Indicators.
Click on “Analyze Health” to track the history of the Account’s health over the last "90", "180", or "360" days ⤵
Adding Account Health to the Account List View
Two new system fields have been added:
“Account Health” › shows the score/value of account health.
“Account Health Category” › displays the name of the Category of Account Health
You can add both of these fields into your "Account List View" ⤵
See this article for more detail on using List Views.
Using Account Health in Reports and Dashboards
These new fields can also be added to Reports and used in Charts for Reports and Dashboards ⤵
See this article for more information on creating Charts and Dashboards.
Setting up Account Health Indicators and Categories (for Admins)
Account Health is enabled in the Admin Module in "Fields & Forms › Accounts". Click on the "Account Health" tab and switch on if it’s not already running ⤵
Health Categorization
There are 4 Health Categories. The first, “Critical”, is a system category that cannot be changed. You can rename the other three categories and also change the scoring range for which they apply by dragging the separator bars along the line.
Health Indicators
"Account Health" is calculated based on the Indicators that you add within a range of 0-100%. The weighting of a given Indicator can be calculated based on priority (order added) or by a manual calculation where you allocate a number of points to each Indicator ⤵
Search for the field you want to use as an Indicator and click on it to add it to your Indicators ⤵
Fill in the point score for the Indicator to be weighted at, add a description to help your users understand why it’s included, and input your criteria.
In this example, if the Account has a Won Opportunity linked to it, we think that’s an Indicator of health but we’re not weighing it very highly in comparison to some of the other Indicators we have added ⤵
If we change to "Priority Calculation", as we have 4 Indicators, the first is weighted at "40%", the second "30%", and so on. Drag&Drop an Indicator further up or down to change its weighting when using this option for calculating the "Health Score" ⤵
Critical Health Indicators
These Indicators identify those Accounts requiring immediate remedial action to improve their health score. If any Critical Health Indicator is met, the Account Health will be marked as "Critical". Add your "Critical Health Indicators" in the same way as before ⤵
Click “Save” once you’ve added all your Indicators. You can use the “Preview Account Health” button to see a list of Accounts (choose a profile) and how each Indicator would apply to the "Account" so you can review the effects of your selections ⤵
NOTE: A maximum of 100 Account records will be shown in the Account Health Preview.
Once you’re ready, you can refresh Account Health for all Accounts using the “Recalculate” button. Depending on the size of your database, this may take some time so you will receive an email when it’s completed ⤵
"Account Health" is automatically re-calculated on a nightly basis. When a user creates or updates a record, Account Health is calculated in real-time. However, when a user updates related records that are linked to this "Account", the user will need to manually refresh the Account Health using the "Refresh" option in the "Account Health Widget". For example, if a user completes a "Call" (that will impact Last Contacted Date), they will need to refresh Account Health manually to see the effect.