Health Scores and Success Units are both ways of scoring Companies, based on your own choice of factors such as their product usage. The values and "traffic light" coloring of Health Scores and Success Units enables you to quickly identify opportunities and risks, and Planhat makes it easy for you to act in response, either automatically or manually.

In upgraded Planhat, you manage your Health Scores (Health Profiles) and Success Units via the Company "Fields" section of "Data" in the "Global Tools" menu.

The Health Score of each Company consists of a number from 0 (indicating that they are likely to be at risk, or are already churned) to 10 (likely to be really happy and successful), with an associated color (red, amber or green). Health Scores update for each Company over time.

The screenshot below shows an example of a Health Score in the top left of a Company Preview. You'll also see the Health Score in the top left of each Company Profile.

"Health" is a type of system (default) field. This means you can display it as a column in a Data Table, for example.

Health Scores are a great way for you to see, at a glance, whether each customer Company could be an opportunity for expansion or advocacy, or at risk of downgrade or churn.

This information helps you to know which action to take, for which customers, and when. You can prioritize your efforts where they will make the most impact. It's very easy to automatically take action in response to specific changes in Health Score - for example, you can choose from a variety of templated Automations to do things such as create an Opportunity or a Task, or send a notification. Could could also trigger a Workflow based on Health Score.

Each Company's Health Score is calculated via a Health Profile. A Health Profile is:

For example, you might have different Health Profiles for your different Company tiers/segments (e.g. SMB, Mid-Market and Enterprise), because the signs for a successful small Company could be different than the signs for a successful large Company.

Similarly, you might initially have a separate Health Profile for Companies in Onboarding, as you likely have different expectations for a Company who is still getting up and running compared to a Company who is fully set up with your product.

You manage "Health" in the same place as other Company fields within upgraded Planhat.

Here you can configure:

If you click on the "Health" field as per the instructions above, it will open up a modal like this:

Click the image to view it enlarged

For further details on configuring Health Scores, check out the resources below.

For advice and instructions on how to design, build and use Health Scores, check out our guide here. You can also view our overview video on designing an advanced Health Score here.

📌 Note: Guides and videos are also available in-app - just click on the "Help" (question mark) icon in the top-right of the gray bar, and then select "How-to Library".

For even more information on Health Scores, you can refer to these articles:

📌 Note: The above articles were written for the older version of Planhat, so some elements may be slightly out of date. These articles will be updated for upgraded Planhat in future.

Success Units are additional ways to monitor positive and negative signs for Companies, typically referring to their usage/adoption of individual products/features/modules.

Success Units have some similarities with Health Scores, in that they are scores applied to Companies, and they typically have red/amber/green coloring. However, each Company can have multiple Success Units, and each Success Unit only measures one thing (as opposed to Health Scores being calculated from multiple criteria). Also, each Success Unit can either be set manually (to TBC, Not Applicable, Potential or On), or be connected up to a Metric and then show any number as appropriate (as opposed to just a 0 to 10 range).

Here's an example of Success Units in a Company full-page Profile (ringed in green in the top right).

Click the image to view it enlarged

Individual Success Units can be displayed as columns in Data Tables and Grouped Lists, which is super useful if you'd like to compare them for multiple Companies at once.

You can then take data-driven action in response to the opportunities and risks identified by the Success Units.

You manage "Success Units" in the same place as other Company fields within upgraded Planhat.

Clicking into "Success Units" here will open up a modal like this, where you can create and edit your Success Units.

Click the image to view it enlarged

For further details on configuring Health Scores, check out the resources below.

For an overview of Success Units - how to design and build them - check out this video.

📌 Note: Videos are also available in-app - just click on the "Help" (question mark) icon in the top-right of the gray bar, and then select "How-to Library".

To read all about Success Units, you can refer to this support article. You can also learn how to set conditions for Success Units here.

📌 Note: The articles linked to above were written for the older version of Planhat, so some elements may be slightly out of date. These articles will be updated for upgraded Planhat in future.