📋 New: Sub-Accounts Usage Summary Now Available

Want a quick snapshot of what your customers are building inside their accounts? You can now view a feature-by-feature usage summary for every sub-account in GoCSM. 🆕 What’s Included Each sub-account now shows total counts for: 👥 Contacts Created 📆 Calendars Created 🛠️ Pipelines Created 🛒 Products Added ✉️ Email Templates Created ⚙️ Workflows Created 📈 Funnels Created 🌐 Websites Created 📍 Where to Find It Go to: Health > Click any sub-account from the list to see their full usage summary. 🔄 Important: Re-Integration May Be Required To see this data on your accounts, you may need to reintegrate GoCSM from your GHL account. This ensures all usage metrics sync properly. 💡 Why This Matters 🔍 Quickly assess sub-account engagement 🧠 Identify under-utilized accounts for proactive support 📊 Use data to drive onboarding, upsells, and retention Now live on your GoCSM Dashboard > Health > Sub-Accounts view. Need help reintegrating? Join a support session or check help.gocsm.com.

🩺 New Feature: Automated Health Status is Now Live!

GoCSM now automatically calculates and updates the Health Status of each SaaS company based on their real engagement — helping you quickly identify thriving clients and those at risk of churn. 📊 Health Status Levels Each company is now labeled with one of the following statuses: ✅ Thriving (76–100%) – Very active and fully using key features 😊 Healthy (51–75%) – Steady usage, with growth potential 😐 Steady (26–50%) – Moderate activity, needs support ⚠️ At-Risk (0–25%) – Low engagement, may churn soon 🧮 How It’s Calculated Each company’s Health Score is calculated using three key engagement metrics — each with its own weight: 1. Login Activity – 30% Measures how many users are actively logging in. Example: If a company has 2 users: 1 is active (100%) 1 is inactive (0%) Average = 50% → Login Activity Score = 50% of 30% = 15% 2. Product Adoption – 40% Calculates how many features are actually being used across accounts. Example: 50 accounts × 16 features = 800 total possible uses 500 features are actively used Usage = 500 ÷ 800 = 62.5% → Product Adoption Score = 62.5% of 40% = 25% 3. Feedback (NPS) – 30% Uses customer feedback to measure satisfaction. Each rating has a value: Very Happy = 100% Happy = 75% Neutral = 50% Not Happy = 25% No Feedback = 0% Example: If all 2 users gave “Very Happy” feedback → average = 100% → Feedback Score = 100% of 30% = 30% 🔢 Final Health Score Add all three parts together: Login (15%) + Product Adoption (25%) + Feedback (30%) = 70% → Healthy The Health Status label updates automatically based on this final score. 💡 Why This Matters 🧠 Track Customer Health with Confidence ⚙️ Trigger Smart Automations Based on Health 📌 Know Where to Focus Your Team’s Effort

⚠️ New Feature: Real-Time Cancellation Detection

Tired of finding out about cancellations after it's too late? GoCSM now detects and alerts you the moment a customer clicks the Cancel Subscription button — so you can act before churn happens. What’s New 🚨 Instant Cancellation Alerts Unlike GHL or Stripe (which notify you after cancellation is processed), GoCSM alerts you as soon as the customer initiates cancellation. Know exactly who’s at risk — in real time. 🔔 In-App & Email Notifications Get notified inside GoCSM as soon as a cancellation request is triggered. No more surprises — your team will always know when a save opportunity appears. ✉️ Prebuilt Recovery Workflow Start re-engagement efforts automatically! We’ve added a ready-to-use Customer Touch Workflow that sends a recovery email to the customer right after the cancellation click. Enable it under: Automations > Customer Touch > At-risk Customers > Cancellation Request | Customer Touch Email Workflow 📊 Dashboard View: At-Risk Group See all cancellations this month in one place. Go to your GoCSM Dashboard > Comprehensive View > Cancellations This Month to view customers who initiated cancellations during the current month. Why This Matters 🧠 Act Fast Before It's Final – Start recovery before the churn is completed. 🎯 Personalize Outreach – Use Customer Touch emails to win back accounts. 📈 Track & Prevent Churn – Know which accounts are slipping before it impacts your revenue. This feature is live now and requires no extra setup — just check your notifications or activate the workflow!

🔔 New Trigger: Upcoming Renewals & Subscriptions (7-Day Notice)

We’ve added a powerful new automation trigger in GoCSM — now you can take action before a customer’s subscription renews. 🧩 Stripe Integration Required 🆕 What’s New 🛎️ Upcoming Renewals and Subscriptions Trigger You can now build workflows triggered 7 days before a customer's: Subscription Renewal Upcoming New Subscription Perfect for sending proactive reminders, tagging contacts, or notifying your success team. 📲 In-App Notifications You will now be notified inside GoCSM when any of your customers have an upcoming renewal — helping your team stay ahead of payment cycles without manually checking. ✉️ Prebuilt Customer Reminder Workflow Want to notify your customers directly? A pre-made Customer Touch email workflow is available and ready to activate. Just go to: Automations > Customer Touch > E. Financial Management > 1. Payments > 5. Customer Upcoming Payment | Customer Touch Workflow Enable it to start sending friendly reminders to your customers automatically. 📊 Revenue Dashboard Sync A system automation also updates the Next Payment Date custom field so you can see this data visualized under: 📅 Upcoming Payments Next Week 💡 Use Cases 💬 Send timely renewal reminders to customers 🧠 Trigger internal follow-ups or tasks for your team 📈 Forecast cash flow and payment activity in advance Now live under: GoCSM Workflow Builder > Triggers > Upcoming Renewals and Subscriptions Need help enabling the Customer Touch flow or setting up this trigger? Join a support session or visit help.gocsm.com.

💰 New: Billing + Subscriptions Pipeline Updates & Revenue Dashboard Analytics

We’ve rolled out major improvements to help you track payments, renewals, and customer spend more effectively inside GoCSM. Billing + Subscriptions Pipeline Enhancements Opportunities in your Billing + Subscriptions Pipeline now show: Opportunity Value = Total Amount Spent by the customer Last Payment Amount Last Payment Date Next Payment Date These updates give your team full visibility into each customer’s billing history and upcoming payments — all from the pipeline view. New Revenue Dashboard Analytics We’ve added a brand-new Revenue Dashboard packed with key metrics to give you a complete overview of your subscription and payment performance: Upcoming Payments This Week Line chart showing expected payments for the current week. Upcoming Payments Next Week Line chart forecasting payments for the following week. Payments Captured This Month Daily breakdown of total payments successfully captured this month. Payments Captured by Amount This Month Visualizes captured payments by amount for quick comparison. Renewed vs Churned This Month Compare how many subscriptions renewed vs. canceled for the current month. Top Spenders See your highest-spending customers based on total amount spent. Lost Spenders Value This Month List of customers who churned or canceled this month, sorted by their total spend value. Why This Matters Full Visibility on Revenue & Churn Proactively Manage Renewals & Recover Lost Revenue Empower Your Sales & CSM Teams with Better Data These updates are now live inside your GoCSM Dashboard and Pipelines.

💳 New Triggers: Stripe Payment Success & Failed Now Available in GoCSM Workflows

You can now build automated workflows based on Stripe payment events — allowing you to respond instantly when a payment fails or succeeds. 🔌 Stripe Integration Required Be sure to connect your Stripe account in GoCSM to enable these triggers. 🆕 What’s New ✅ Payment Success Trigger Automatically run workflows when a payment is successful Great for tagging users, sending notifications, or updating subscription stages ❌ Payment Failed Trigger Trigger workflows when a payment fails to: 🔖 Tag the customer as payment failed 📍 Move them to the “Subscription Payment Failed” stage inside the Subscription + Billing Pipeline 🚫 Pause services or notify your team 🔁 Auto-Recovery Logic Included If a customer later successfully pays, GoCSM will: ✅ Remove the payment failed tag 🔄 Move them back to the “Active Subscription” stage in your pipeline 💡 Use Cases 🧠 Automated Dunning Sequences: Send reminders or retry payment links right after a failed attempt. 🔁 Subscription Recovery Flows: Bring customers back to “Active” automatically after a successful payment. 📬 Instant Notifications: Notify internal teams on real-time events. These triggers are now live under Workflows > Triggers > GoCSM Triggers. Need help setting up your automation? Join a support session or check out our Help Docs.

🔁 New Enhancement: Churned Users Are Now Tagged & Removed from Workflows

We’ve just rolled out a powerful update to how churned accounts are handled in GoCSM — helping you keep your system clean and your automations accurate. 🆕 What’s New When a SaaS Company is marked as “Churned” (i.e., canceled their subscription): ✅ All users under that company are now automatically tagged as Churned 🚫 Churned users are also removed from all active Workflows and Pipelines 💡 Why This Matters 🧹 Cleaner Automation Flows: Prevent churned users from receiving irrelevant emails or offers. 📊 Better Reporting: Ensure segmentation and metrics reflect actual customer status. 🔄 Streamlined Retention Strategy: Focus your CSM efforts only on active users while optionally creating separate win-back workflows for churned ones. This logic is now live and requires no setup. Churned Companies = SaaS customers who’ve canceled → All associated users = Tagged Churned + Removed from Pipelines & Workflows